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Book Your Regular Trips - Frequently Asked Questions

  1. How do I book Regular trip(s)?
  2. Questions about Which days and period are you travelling?
  3. Questions about Where does your trip originate?
  4. Questions about Where does your trip end?
  5. Questions about Companions and Assistive Devices
  6. Questions about Confirm Trip
  7. Questions about Trip Schedule Confirmation

How do I book Regular trip(s)?

From the Main Menu go to Book Your Trip(s) and select Regular Trip.

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Questions about Which days and period are you travelling?

What if I am travelling to the same location, same day and time each week for less than 2 weeks?

Regular Trips must be scheduled and taken on a consecutive basis for a minimum of 2 weeks. All other trips must be booked 1 day in advance.

What if I do not know how long I will be travelling to this particular location on a weekly basis?

You may leave the End date blank. This will mean that your Regular trips will be ongoing until you contact Wheel-Trans to cancel them.

How do I book a departure time from my home?

The system will only allow an arrival time for your inbound trip and a departure time for your return. If you require a departure time on the inbound trip, you will have to book your trip using the one way trip option. This will give you the option of selecting arrival or departure times.

How do I book a trip with an arrival/departure 10 minutes past the hour?

The system is set up to allow arrivals/departures at 15, 30 and 45 minute intervals only. The system does not recognize intervals of 5 or 10 minutes.

How do I book a ride for after midnight?

When you book a trip that is after midnight (24:00), select the time as usual for that trip. For times just after midnight, the system will automatically adjust the date to the next day. For example, if you are booking a ride for March 1st and are requesting a return ride after midnight at 12:30 AM, the system detects that this ride actually occurs on March 2nd.

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Questions about Where does your trip originate?

What is a Recent Trip Stop?

A recent trip stop is an address which you have booked to or from in the past 60 days.

What is a Landmark Type?

A Landmark Type is an address which is frequented by Wheel-Trans customers. This usually is a public facility such as a hospital, shopping mall, recreation facility etc. This used to be called Common Location Type.

What is a Registered address?

A registered address is a personalized address you can register to book trips to/from online. This usually includes your doctor's office address, a family member or friend's home etc.

What is Search Addresses?

Search Addresses allows you to enter an address you have not booked to in the recent past, is not on your Registered Address list, and is not a landmark.

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Questions about Where does your trip end?

What if I have never been to the address I am booking to and it is not a Landmark?

The address can be registered as a personalized address on the system for you to choose from for future bookings by entering it in the Registered Address profile page. Or you may use the Search Addresses funcion which allows you to create a new address.

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Questions about Companions and Assistive Devices

How many companions/support persons am I allowed to take with me?

You are able to book online with 1 companion/support person weekdays and additional companions/support persons weekends and Holidays.

The assistive device(s) I currently use is not listed on my file or is incorrect.

You may only book a trip using the assistive device(s) currently listed in your file. Normally, this is the device you used when you obtained approval for the Wheel-Trans service. If your device has changed or you would like to add an alternative device, please contact Customer Service.

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Questions about Confirm Trip

What if I make a mistake with any of my entries or need to change an entry?

You may use the Navigation Menu found at the top of the screen.

What if I do not wish to continue booking this ride and wish to book an entirely different ride?

If you wish to delete all the information for a trip request in progress and start over from the beginning, select Booking from the main menu and start a New Trip Request.

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Questions about Trip Schedule Confirmation

The expected pick-up and drop-off times are ½ hour windows. How do I obtain exact pick up times?

You may confirm your exact pick up times and Vehicle Type after 9:00 PM the evening before your ride. You may also confirm your times anytime after 5:30 AM on the day of service.

To confirm your trips go to Trip Inquiry from the Main Menu, then select View Regular Trips. From the drop down menu you can select a specific Day you wish to view. Select Show Trips to show the trips matching the criteria you selected.

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Mouse Navigation Menu

If at anytime you feel you have made an error or wish to change any of the information entered on the previous pages Plan Trip, Origin Address, Destination Address, or Companions and Assistive Devices, go to the page you wish to modify by selecting it on the top of the screen. The page you are currently working on is highlighted.

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Plan Trip

Notice All trips are automatically booked as Round Trips. Meaning the bookings will be to and from selected addresses. If you would like to book one way trips only, select Additional Options: One Way Trip and continue.

Which days and period are you travelling?

  • Select the day(s) of the week you wish to travel on
  • Select the Year, Month and Day you would like your regular trip to start from the drop down lists
  • Select the Year, Month and Day you would like your regular trip to end from the drop down lists (optional)

What time are you travelling?

  • Arrival at select the time you wish to arrive at your destination from the drop down menu. Please select the hour, the minutes (in increments of 15 minutes only) and time of day (AM or PM).

When is your return trip?

  • Repeat the above steps for the time you wish to return from your destination address.

Next Step you must select this to continue

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Origin Address - Where does your trip originate?

There are 4 Options to select your origin address:

  1. Select an address from the list of your registered addresses.
  2. Select an address from your Recent trip stops. These are listed so that your most recently used address is first.
  3. Select a Landmark using a Landmark search. The search will attempt to match common landmarks in our system. Enter a word, and the system will find all landmarks containing that word in the description. Using a single letter when searching will match landmarks that begin with that letter.
  4. Select any street address using Search Addresses. Specify your search criteria, press the Search button, and select from the results.

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Destination Address - Where does your trip end?

Selecting a destination address behaves exactly like selecting an Origin Address, except that you cannot choose the same address as both the Origin and the Destination.

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Companions And Assistive Devices

What Assistive Device Are You Using?

  • The assistive device you regularly use is displayed. If this is the device you will be taking, no further action is necessary.

If you wish to change the assistive device you are taking:

  • Select Your Assistive Devices. Another page will display a list of assistive devices currently listed in your file. Select the assistive device you wish to use for this trip.

Are Companions/Support Persons Travelling With You?

  • If you are travelling with a companion or support person, enter the number in the box provided. If you are travelling alone, please leave the box blank.
  • If your companion or support person is travelling with a mobility device, select Companions Assistive Devices. Another page will display a list of devices, please select the mobility device your companion or support person will be using.

What Assistive Devices Are You Using For Your Return Trip?

  • If the information on your return trip is different with regards to your mobility device(s) and compaion(s)/support person(s), deselect Same as first trip leg and follow the above steps to input information requested. If it is the same, no futher action is required.

Next Step you must select this function to continue

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Confirm Trip

The confirm trip screen allows you to view the information you have submitted in order to ensure it is accurate prior to scheduling the trip.
Please verify:

  • The date your regular trips are to start is correct
  • The day(s) of the week your regular trips will be scheduled is correct
  • The Trip Requested Drop off and Pick Up times are correct
  • The address you are booking from under the from Address is correct
  • The address you are booking to under the To Address is correct
  • The number of Companions/Support Persons is correct
  • The mobility device you are using under the heading Customer Assistive Devices is correctly listed
  • The mobility device your companion/support person is using under the heading Compnaions Asistive Devices is correctly listed

Select Submit Request to book your ride.

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Trip Schedule Confirmation Screen

This screen will show you the results of your booking.

Trip Status: Trip Scheduled

  • There is no need for further action. The trip has been booked as shown.
  • If you do not want to take this trip, you may Cancel the trip by selecting the box under Action. The trip will not be booked.

Trip Status: Waiting List

  • The trip you are requesting could not be scheduled right away, but may be able to be scheduled later.
  • If you do not want to take this trip, you may Cancel the trip by selecting the box under Action. The trip will not be booked.

Trip Status: NO OFFER

  • This means that an error occurred while trying to schedule this trip, and the trip has not been booked.
  • You may attempt to rebook the trip by repeating the booking procedure, but if the problem persists please contact Customer Service at 416-393-4111.

Trip Status: Trip Scheduled - Alternate Offer

  • This means that the trip has been scheduled using alternate times. The exact times you were requesting are currently unavailable, the system is offering an alternate time currently available.
  • You may choose to Cancel the trip by selecting the box under Action marked Cancel. If you do not select Cancel the trip will be booked as shown.

Select Perform Selected Actions only if you have chosen to Cancel or Wait List a trip.

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