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Region of Peel - Working for you
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Region of Peel - Working for you

My Trips

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At the time of booking, your trip will be assigned a 30-minute pick-up window.

TransHelp is a shared ride service, and the pick-up window gives flexibility while other passengers are picked up and dropped off. There may be additional stops before you reach your destination.

Be sure that you're ready to travel at the start of your pick-up window.

As an eligible passenger you may ride for any purpose as long as you have pre-booked your trip.

Your pick-up window may change due to vehicle availability.

Casual trip

A trip for shopping, an outing, or an occasional appointment is considered a "casual trip."
You are more likely to receive a last minute ride between 10 a.m. and 2 p.m. for casual trips. We recommend booking your casual trip up to one week in advance, if your schedule permits.

Cross-boundary or connecting trip

Travelling beyond Peel's borders and continuing your trip with another paratransit service provider is considered a "connecting trip."

You are responsible for booking your trips with the connecting service provider.

When booking, be sure to allow 30 minutes between connections.

TransHelp has connection points with other Greater Toronto-Hamilton Area paratransit services. Call Customer Service at 905-791-1015 for more information.

Permanent trip

A trip to work, school, or a regularly scheduled appointment is considered a "permanent trip."

Once your permanent trips start, you only need to call when you change, suspend, or renew the subscription.

For permanent trips, you can expect the TransHelp vehicle up to 60 minutes before your requested pick up time.

Return trips

The journey back from your destination is considered a "return trip."

When scheduling a return trip, consider any unexpected delays that might happen. For example, if you expect to finish at 3 p.m. ask for a 3:15 p.m. or 3:30 p.m. return time. It's better to wait a few minutes than to miss your ride.

You must schedule your return trip when booking.

Be sure to book a late-return ride at least one hour before the pickup location closes. This will ensure that you access to shelter and a phone if the ride is late.

Same day trip

A trip you book on the same day you want to travel is considered a "same day trip."

Same day trips are subject to availability and are not guaranteed.

Call the TransHelp administration office during office hours to check for availability. You will receive a confirmation call if your trip can be accommodated.

Standby

If your request is received after 6 p.m. the business day before your trip, we will place you on our standby list. We will contact you as soon as a ride becomes available.

Be sure to provide us with a contact number so we can reach you.

Subscription rides - recurring trips

A recurring ride that you take on a regular basis (for example, to school, work, or other recurring events) is considered a "subscription ride."

Call 905-791-1015 to arrange automated bookings for subscription rides.

Subscription rides are not available on statutory holidays.

Official Transfer Points Outside the Region of Peel

  1. Mobility Plus Transfer Point
    Vera Davis Centre
    80 Allan Dr., Bolton
    (Main entrance)
    Mobility Plus website
  2. Mobility Plus Transfer Point
    Humber College
    205 Humber College Blvd
    Toronto, ON M9W 5L7
    Mobility Plus website
  3. WheelTrans Transfer Point (North)
    For travel between Brampton and Toronto or northeast Mississauga and Toronto:
    Woodbine Race Track
    555 Rexdale Blvd, Etobicoke
    (Main Entrance circular driveway)
    WheelTrans Toronto website
  4. WheelTrans Transfer Point (South)
    For travel between Mississauga and Toronto:
    Queensway General Hospital (QGH; also known as Trillium hospital)
    Health Centre Queensway Site
    150 Sherway Drive, Toronto
    WheelTrans Toronto website
  5. care-A-van (Oakville) Transfer Point
    For travel between any city and Toronto:
    Sheridan College
    1430 Trafalgar Road, Oakville
    care-A-van website

TransHelp travel service hours are 6 a.m. to 1 a.m. seven days a week. Clients can travel anywhere within the Region of Peel during travel service hours.

Before you book

If you want to book or change a trip, be ready to provide:

  • Your name, address and registration number.
  • The date and time you wish to travel.
  • The time you want to reach your destination and time of return.
  • The destination address. (Please be specific.)
  • The type of mobility aid you use.

Travel companions

Please also provide the number of companions that will be travelling with you (maximum of 2).

Companion
If you are able to communicate or direct your transportation, your account will be charged for each caregiver companion.

Support person
If you are unable to communicate or direct your transportation, you must travel with an escort (ESC) or a personal care attendant (PCA). ESC/PCAs travel for free, so your account will not be charged.

Booking or changing your trip

Call TransHelp at 905-791-1015 to book or change your trip.

You can book or change trips daily from 8 a.m. to 12 a.m. midnight.

Trips can be booked up to one week in advance but no later than 12:00 a.m. (midnight) the day before.

If there are no rides available for the time requested, you may be offered an alternate time up to 1 hour before or after your requested time.

Your pick up window may change due to vehicle availability. Be aware that TransHelp, like all public transit, operates on a shared ride service model, meaning that you can expect other passengers to be on your ride some or all of the time.

You must schedule your return trip when making your booking.

Confirmation of your pick-up window

You can access your pick-up window information through the Interactive Voice Response System (IVR) 24 hours a day, seven days a week.

Be sure to use the IVR to confirm your pick-up window for all of your TransHelp trips.

Your pick-up window is a 30-minute time frame. Your TransHelp vehicle can arrive at any time within that window.

To confirm your window:

  1. Call 905-791-1015 and press "1".
  2. Enter your TransHelp account number and your password. Your password is your month and day of birth. So for example, you would enter "0522" for May 22.

Once you’ve entered your account number or password, choose from two options:

  • Enter the date of the ride you want to confirm; for example, "0721" for July 21, or
  • Enter by day:
    • Press "1" for Monday.
    • Press "2" for Tuesday.
    • Press "3" for Wednesday.
    • Press "4" for Thursday.
    • Press "5" for Friday.
    • Press "6" for Saturday.
    • Press "7" for Sunday.

The IVR will confirm your pick-up window, the type of vehicle for your ride, and your location.

  • To end your call, press "#3" (pound key + 3).
  • To speak with a Customer Service Representative, press "0".
  • To return to the main menu, press "#1" (pound key + 1).

 

You must cancel your trip if you no longer require a TransHelp ride.

Cancellation guidelines

A trip must be cancelled no later than 12 a.m. (midnight) on the business day before your trip is scheduled.

If you cancel after 12 a.m. midnight on the business day before your pre-booked trip, the fare will be deducted from your account.

You may cancel on the day of your trip only if your scheduled ride time hasn't passed. If you call to cancel after your scheduled ride time your account will be charged.

How to cancel a trip

Cancel using your online account

Cancelling online is the fastest, most convenient way to cancel a trip.

To cancel online, log in to your account and click "Review or Cancel Trips".

Cancel using IVR

You can also use the Interactive Voice Response (IVR) system to cancel a trip.

  1. Call 905-791-1015 and press "1".
  2. Enter your TransHelp account number and your password. Your password is your month and day of birth; for example, "0522" for May 22.
  3. Press "2" then choose from three "cancel your ride" options:

Option 1: cancel a single ride.

  1. Press "1" to cancel a single ride.
  2. When prompted, enter the date of the ride you want to cancel; for example, "0721" for July 21, or enter by day:
    • Press "1" for Monday.
    • Press "2" for Tuesday.
    • Press "3" for Wednesday.
    • Press "4" for Thursday.
    • Press "5" for Friday.
    • Press "6" for Saturday.
    • Press "7" for Sunday.

The system will then ask you if you want to cancel the ride you indicated.

  • Press "1" for Yes.
  • Press "2" for No.

Option 2: cancel all the bookings for one particular day.

  1. Press "2" to cancel all the bookings for one particular day
  2. When prompted, enter the dates of the rides you want to cancel; for example, "0721" for July 21, "0725" for July 25, etc. or enter by day:
    • Press "1" for Monday.
    • Press "2" for Tuesday.
    • Press "3" for Wednesday.
    • Press "4" for Thursday.
    • Press "5" for Friday.
    • Press "6" for Saturday.
    • Press "7" for Sunday.

The system will then ask you if you want to cancel the ride you indicated.

  • Press "1" for Yes.
  • Press "2" for No.

Option 3: cancel all rides within a date range.

  1. Press "3" to cancel all rides within a date range.
  2. When prompted, enter the date range of the rides you want to cancel
  3. Enter the starting date; for example, "0721" for July 21. Then when prompted enter the end date of the range.

The system will then ask you if you want to cancel the ride you indicated.

  • Press "1" for Yes.
  • Press "2" for No.

Missed trips

If you are not at the pick-up location during the 30-minute pick-up window, your trip will be considered a “no-show” and the operator will continue their route. The operator will post a "No Show" slip and your account will be charged.

The operating cost for every trip, plus staff scheduling time, must be accounted for. If your trip is considered a no-show, these costs must be covered, and the fare will be deducted from your account.

If you still need a ride, call TransHelp at 905-791-1015 and Press "2". Depending on other bookings and driver/vehicle availability, it could take up to 3 hours to dispatch another vehicle.

If your ride has not arrived before the end of your 30-minute pick-up window, use the IVR system to report the missed trip.

All TransHelp trips must be prepaid in advance.

Pay online

You can pay your account using online banking.

This service is available through the following banking institutions: RBC, BMO, CIBC, TD, Scotiabank, National Bank, and Central 1 Credit Union.

  • You can add your TransHelp account to your online banking bill payments by selecting "PEEL (Region of) - TransHelp" as the Payee.
  • Your TransHelp client ID number is the Payee Account number.
  • Online banking is not available for Taxi Scrips. The standard payment process applies for Taxi Scrips.
  • Allow 1-2 business days for your payment to be added to your TransHelp account.
  • Contact your bank for help to set up or to answer questions about the status of your payment.

Pay by phone

Payments by VISA and MasterCard are accepted by phone.

Call 905-791-1015, during regular business hours.

Pay in person

Payments by cash, debit, Visa, MasterCard, cheque, or money order can be made during regular business hours at:

    • TransHelp office: 2 Copper Road, Brampton (Monday to Friday, 8:30 a.m. to 4:30 p.m.)
    • Service Peel: 10 Peel Centre Dr., Brampton (Suite A & B)
    • Service Peel: 7120 Hurontario St., Mississauga
    • Peel Art Gallery, Museum and Archives (PAMA): 9 Wellington St. East, Brampton. Check PAMA hours of operation.

Pre-authorized payments for MPASS holders

TransHelp offers pre-authorized payment plans for MPASS monthly pass holders.

Call the Customer Contact Centre at 905-791-1015 to get set-up on one of these options:

      1. Credit Card Pre-Payment: your credit card will be charged automatically every month.
      2. "Pre-Authorized Debit": your bank account will be debited every month.

Prepayment lets us post a recurring payment for monthly pass holders. By setting up pre-authorized payments, you will ensure your account is kept up-to-date and your regular rides will not be disrupted.

If your circumstances change and you no longer want us to automatically bill your credit card or bank account, tell us one month in advance and we will cancel the recurring payment.

Call our Customer Contact Centre at 905-791-1015 to set up your pre-authorized payments.

You can also download and print the Approval for "Pre-Authorized Debit" form and submit the completed version of the form by mail, fax, or in person.

Service Hours

TransHelp operates Monday through Sunday from 6 a.m. to 1 a.m. except on statutory holidays.

On statutory holidays:

  • All pre-booked recurring rides are cancelled.
  • Service is limited.

Region of Peel Call Centre Hours

Our Customer Service Representatives are available Monday through Sunday from 8:00 a.m. to 12:00 a.m. (midnight).

Phone wait times might be longer on statutory holidays.

Contact our Call Centre if:

  • You would like to book, change or cancel a ride.
  • Your personal information has changed.
  • You are concerned your account is not up-to-date.
  • You no longer require TransHelp; for instance, because you are moving out of Peel, or your barriers to using public transit have been removed.

TransHelp Administrative Office Hours

The TransHelp office is open Monday to Friday from 8:30 a.m. to 4:30 p.m.

The office is closed on weekends and statutory holidays.

Contact our administrative office if:

  • You have questions about eligibility.
  • It's been more than 14 days after submitting your application and you haven’t received a response.
  • You want to appeal your eligibility status or category.

Preparing for your ride

All trip requests have a 30-minute pick-up window. This window is confirmed when you place your trip request.

On the day of your scheduled ride use the Interactive Voice Response System (IVR) or sign into your account to check your pick-up window. Be sure to bring medication and other necessities for your trip in case of delays.

Waiting for your ride

  • Ensure that all driveways, pathways and stairs are clear of snow and ice.
  • Be ready and waiting at the nearest accessible entrance at the start of your pick-up window. Drivers are not required to buzz your apartment, knock on your door or ring your doorbell.
  • Be prepared to wait for up to 30 minutes, as your ride may arrive at any time during the pick-up window. A ride is not considered late until after the 30-minute window has passed.
  • For your return trip, wait at the same location where you were dropped off, unless you have made other arrangements.

 

During travel

You might be on a vehicle for up to 90 minutes when travelling during a one-way trip, and over 90 minutes during peak hours and inclement weather.

  • Ensure that you have adequate medication and supplies in case of delay.
  • Do not wear perfumes or cologne. All passengers must follow the no-scent policy when travelling on TransHelp.
  • You may bring up to 2 companions to travel with you. Your travel companion pays the regular fare.
  • You may bring up to 3 bags with you. You or your support person must carry your bags.
  • Drivers cannot lift or carry passengers or mobility aids.
  • Be aware of building closing times to ensure you have shelter in case of delays or poor weather.
  • Tell the driver if you feel ill or are uncomfortable at any time during your ride.

Scooters

If you use a scooter, please:

  • Stay on your scooter.
  • Wear a seatbelt.
  • Using the provided restraint system, secure your scooter forward-facing in the vehicle. The driver will assist you.

You may move to a seat from your scooter if you are able with minimal assistance. Your scooter must stay secured in the vehicle using the provided restraint system. You must wear a seatbelt at all times when seated in a TransHelp vehicle.

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