2025 TransHelp passenger satisfaction survey
TransHelp service
82% of surveyed passengers are satisfied with the overall TransHelp experience.
We take pride in providing all TransHelp riders with a great experience.
Everyone using a TransHelp bus or vendor should feel safe and comfortable, no matter the type of trip.
We welcome all questions, concerns, and feedback to improve your overall experience.
Booking or cancelling a trip online
72% of passengers would like a shorter wait time when contacting the call centre
Online booking makes it easy to book or cancel a trip without having to wait on the phone, and all you need is a TransHelp online account.
If you are not registered for trip booking and cancelling online, access TransHelp online account registration for details and instructions for setting up an online account.
Fare systems
68% of passengers using GO Transit pay with their PRESTO card
TransHelp continues to work to partner with PRESTO.
The Province’s One Fare Program remains active in making transit more affordable and convenient for TransHelp passengers.
Through the One Fare Program, TransHelp passengers are now charged only once when transferring to or from Humber College, Kipling Station, or GO Transit stations.
Trip notifications
90% of passengers say they received a notification regarding their trip
When you have a trip booked, you will get both an Interactive Voice Response (IVR) message and an email notification regarding your trip.
If you do not get notifications, please contact us at 905-791-1015.
Call Centre
80% of passengers call to book their trips because they would like to talk to someone
Our call centre representatives are there to help book and cancel your trips, but an influx of calls lead to longer wait times. The best time to contact the call centre is during the hours of 10:00 am – 5:00 pm.
Alternatively, you can book or cancel a trip easily online.
Looking forward
Specialized Transit Master Plan
As we work to make the rider experience greater in 2026 and beyond, we will be developing a Specialized Transit Master Plan. Recommendations for changes and improvements to service delivery will be presented to Regional Council in 2027.
Throughout this process, we will be looking at all areas of the program and leaning on you, the passenger, to help shape the future of TransHelp. Look for communication on how you can get the opportunity to share your thoughts.
We want to thank everyone who participated in this survey. Your feedback has helped shape our work and made us better at what we do.