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2022 TransHelp passenger satisfaction survey

A snapshot of the feedback from 648 TransHelp passengers, and the steps we’re taking to better our services.

Shorter return trips

20% of surveyed passengers would like a shorter window on pick up and return trips.

As of January 1st, 2023, the return trip window will be reduced from 60 minutes to 45 minutes. Because of the operational needs, the pick-up window will remain at 30 minutes.

Shorter wait times when calling in

12% of surveyed passengers would like shorter wait times when calling in.

For the past 2 years, our customer service representatives were responding to COVID-19 inquiries and vaccination bookings in addition to usual phone requests.

We know this has meant longer wait times, so we’re happy to report that since March 2022, wait times are improving. The shorter wait times are due to the Region ending its state of emergency and more passengers starting to book their trips online.

We also recently hired more daytime and after-hours staff in our Call Centre to help shorten wait times even further.

Our Call Centre’s busiest times are between 9 and 10 a.m., and 12 p.m. and 5 p.m. Consider calling during a less-busy time to avoid a longer wait.

As of January 1st, 2023 the booking window will be extended until 7pm.

Real-time tracking in taxis

35% of surveyed passengers would like real-time tracking in taxis.

We know real-time tracking is incredibly helpful and convenient.

Since all our buses now provide this functionality, our focus is giving it to our taxi vendors. We’re aiming to provide real-time location information in all our contracted taxis by the end of 2023.

Paying fares and accounts online

34% of surveyed passengers would like to pay fares and accounts online.

We’re investigating a new payment option that will:

While we investigate this option, you can use online banking.

Online banking is available through most Canadian banks.

To set up payments thorough your bank, add your TransHelp account to your online banking bill payments by searching for “Peel” or “TransHelp” as the Payee. Your Client ID is the Payee Account number.

Please allow between 1 and 2 business days for your payment to be added to your TransHelp account.

TransHelp app

38% of surveyed passengers would like a TransHelp app.

Since more and more of our passengers are online and using smartphones, we’re looking into ways to enhance our digital offerings… stay tuned!

Looking forward

Thank you to everyone who participated in this survey. Your feedback has helped shape our work and make us better at what we do.

If you would like to view the full survey results, email to request a copy.

You may be asked to participate in next year’s annual survey. If you are, please take the time to let us know how we’re doing. As always, if you have a compliment, suggestion, or complaint, we want to hear it.