TransHelp trip bookings or changes

TransHelp passengers (or family members or caregivers) can book a trip online or by phone.

Once a trip is scheduled, passengers must call to change the trip’s destination, time, or date.

On this page

• Eligibility
• What you need
• Fees
• How to book or change a trip
• More information

Eligibility

Any TransHelp passenger (or family member or caregiver) can book or change a TransHelp trip.

What you need

Have the following information on hand when booking or changing a trip:

• Pickup details
• Drop off details
• Trip date
• Trip time of day
• Why you’re booking the trip (booking purpose)
• Additional passengers (if you’ll be travelling with another person).

The default mobility device in the passenger profile will be added automatically to the trip. If you need to change your default mobility device, call 905-791-1015.

Fees

There is no fee to book or change a TransHelp trip. The fare will be deducted from your account when you take the trip. A one-way trip costs $3.75 and a return trip costs $7.50.

How to book or change a trip

Book a trip by phone

To book a trip by phone, call 905-791-1015.

When calling to book a trip by phone, please have the following information ready:

• Your Client ID
• The date and time you wish to travel (pick up and return)
• The address of your destination(s)
• The number of support persons/companions travelling with you (maximum combination of 2 per trip)
• The type of mobility device you’re planning to use

When contacting the call centre, it’s best to call during the hours of 10:00am – 5:00pm. During these times our wait times are the shortest, volume of calls are the lowest, and staff are available to help you plan your next trip.

Book a trip online

The default mobility device in the passenger profile will be added automatically to the trip. If you need to change your default mobility device, call 905-791-1015.

Steps to booking a trip

The following content takes you through the steps to book a trip.

1. Sign in to your TransHelp account.
    
2. In the navigation pane, click or tap Book Trip. Or, in the Trips screen, click or tap the Book Trip button: in the bottom-right corner of the calendar.
    
3. The Book Trip screen appears.

4. The Book again (optional) drop-down will list the addresses from your most recently booked trip. The pickup and drop-off address will automatically appear. 

   Note - The addresses from past trips may get refreshed/removed. Please save your addresses with us to have them appear permanently on your pickup or drop-off address field. To add more favourite locations please follow the instructions.
    

5. Pick Up / Drop Off Details 
   Select the Pick-Up and Drop-Off address from the list of available addresses. (For this option - please click or tap on the Pick-Up address or Drop-Off address) These favourite addresses are the ones saved on your file.
    

6. Date and time
   1. Choose the date and time for your trip.
   2. You can book up to 7 days ahead. Same-day trips rules apply.
   3. The earliest time to book is 6 a.m. The latest time to book is 11:30 p.m.
   4. Choose a time for your trip. Times are in 15-minute intervals.
   5. For same day, the earliest time to book will be 2 hours after the current time.
   6. To book a trip after midnight, call 905-791-1015.
   7. If you have any existing trips on the day, these trips will be listed in the same pane.
7. Booking purpose
   Please choose the booking purpose of your trip from the drop-down list.

8. Additional passengers
   This field is optional.

   If you would like to bring a companion on the trip, choose Companion on the drop-down list and add their mobility device.

   Passengers with Mandatory Support Person or Occasional Support Person in their profile will be added automatically on the trip. (See Confirm Booking screen.)

   When booking online you are not able to add an occasional support person to the list. Please call us to book a trip with an occasional support person.

9. Click or tap the Book Trip button
   If some required information is missing, a message will ask you to provide it.

   Complete the information and click or tap Book Trip again. If the booking is complete, the Confirm Booking screen will display a summary of your trip details.

10. In the Confirm Booking screen, review your trip details and click or tap the Confirm Booking button. Or you can click or tap the Modify Booking button to change the trip details.
     
11. A Booking confirmation screen will appear. Your booking ID will be provided as well as options to book a return trip, book another trip, check trip details and view trips.

Once your trip is booked, you can confirm your trip details 24 hours a day, 7 days a week, by logging in to your account or calling Interactive Voice Response (IVR).

Book Return Trip

Book Return Trip will take you back to the Trip Booking screen. Here the pickup and drop off details will be switched and you can choose a time (please have a minimum of 2 hours for your return trip time).

Book Another Trip

Book Another Trip will take you back to the Trip Booking screen. All fields will be blank and you will need to re-enter all required information.

Change a trip

Trips cannot be changed online.

To change a destination or pickup time, call 905-791-1015. Or you can cancel your trip online and rebook a new trip.

To change a trip, you must call before 7 p.m. the day before your trip is scheduled.