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Get details on the types of TransHelp trips. Book, change, or cancel a trip and learn how statutory holidays affect booking.

Find out what happens if a trip is missed and how statutory holidays affect trip booking.

Other information

Book your trip online or call 905-791-1015.

The latest you can book your trip depends on the type of trip you would like to book.

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

When you book your trip online or by phone, 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
  • The number of support persons/companions travelling with you (maximum combination of 2 per trip)
  • The type of mobility device you use (If using a wheelchair or scooter, the mobility device’s width must be smaller than 30” x 50” and the combined weight of passenger and device must be less than 800 lbs.)

If you travel with a mobility device, the mobility device confirmed at the time of booking is the device you must travel with for that trip.
When you book your trip, you will receive a 30-minute pick-up window. Scheduling changes, traffic congestion and weather conditions prevent us from being able to provide an exact pick-up time.

  • If you are being picked up from a house, be ready and waiting at the nearest accessible door at the start of your pick-up window. The driver will knock or ring the doorbell if he or she doesn’t see you at your scheduled pick-up time.
  • If you are being picked up from an apartment building or condominium, be ready and waiting in the lobby near the first accessible door at the start of your pick-up window. Your driver is not required to buzz up.
  • If you are being picked up from a common area (mall entrance, hospital, etc.) your driver will come to the pick-up location and call out your name.

TransHelp vehicles will not pull into your driveway because:

  • Larger vehicles are not permitted to operate in reverse for safety reasons.
  • Accessible ramps can only operate on flat surfaces.
  • Over time, the weight of vehicles can depress driveways and we want to avoid potential damage to private property.

There is limited space on vehicles. Please bring a maximum of 3 bags with you that you, your support person, or companion can carry. If you would like to travel with more than 3 bags, you can book a second spot on the vehicle and pay an additional fare of $3.75.

Travel options

Most service delays and late pick-ups happen during times where a lot of people are looking to travel. Travel options will help us manage our resources more effectively, so we can provide you with better service.

With travel options, if you call to book a trip for a travel time that already has more than 40 trips, we’ll offer you an alternative time 15 minutes before or after your desired time.

For example, if you want to book a trip for 9 a.m. and we’re already at capacity for that time slot, we might offer you travel times of 8:30, 8:45, 9:15 or 9:30, depending on how many other passengers are travelling at those times.
Alternative travel times are offered in 15-minute intervals. We’ll never offer an alternative time that’s more than 30 minutes before or after your requested travel time.

You don’t need to accept any alternative time provided. When you book, we’ll tell you whether or not your trip may be delayed due to service demand at the specific time you booked.

As we roll out travel options, remember:

  • To book early. You can book your trip up to 7 days in advance.
  • The option to book online. Travel options are not yet available online. When booking online you are not able to add an occasional support person.
  • Your 30-minute pick-up window will stay the same. Please be ready to go at the start of your pick-up window.

Specific trips

If you want to arrive at a destination for a specific time, the latest you can book your trip is 7 p.m. the day before you want to travel. The standard 30-minute pick-up window still applies.

For example, to book a trip where you arrive at your destination by 2 p.m. on Thursday, Dec. 6, you would book your trip by 7 p.m. on Wednesday, Dec. 5.

Flexible trips

If your schedule is flexible, you can book a flexible trip between 7 p.m. and midnight or even the same day you wish to travel. With a flexible trip, we will pick you up within 2 hours of your requested pick-up time.

Within 2 hours of your requested pick-up time we will call you to confirm your pick-up window. When you book a flexible trip, please provide a phone number where you can be reached. If you are unable to answer, we will leave a message confirming the pick-up window.

For example, if you call at 9 a.m. to book a flexible trip for 1 p.m., we will call you by 11 a.m. to provide the available pick-up times and confirm your pick-up window.

Booking a flexible trip is a great option if you do not need to arrive at a destination for a specific time. Some examples include: grocery shopping, going to the mall, visiting friends or family. A flexible trip is not recommended for scheduled appointments, catching a flight, or meeting friends at a specific time; you will want to book by 7 p.m. the day before for this type of travel.

Subscription trips

You can book a subscription trip for recurring daily, weekly or monthly travel (for example, work, school, or a regular appointment). This is the most convenient option for ongoing travel needs.

Once your subscription trip is booked, we will pick you up on an ongoing basis. You only need to call if you want to change or suspend the subscription trip.

All subscription trips, except for dialysis trips, are automatically cancelled on statutory holidays.

If you’ve been exposed to COVID-19 or aren’t feeling well the day of your subscription trip, call and let us know at 905-791-1015.

Pre-authorized payments are recommended for subscription trips.

Return trips

The journey back from your destination is considered a “return trip.” You must schedule both your trip out and your return trip when booking.

When scheduling a return trip, consider any unexpected delays that may occur. For example, if you expect to finish your appointment at 3 p.m., ask for a return pick-up time of 3:15 or 3:30 p.m. to ensure you do not miss your trip.

If you require a return trip from a medical appointment, we recommend you book the trip 90 minutes following the medical appointment to allow enough time for any delays so you do not miss your trip.

Wait at the same location where you were dropped off, unless you have made other arrangements at the time of booking.

Be sure you have access to shelter and a phone in case your vehicle is late.

Cross-boundary trips

Cross-boundary trips take you outside of Peel’s boundaries (beyond Brampton, Caledon or Mississauga).

You can travel into other municipalities on a cross-boundary trip by transferring to another specialized public transit provider at a designated transfer point. Transfer points outside of Peel.

You are responsible for booking your cross-boundary trip with the connecting service provider.

To book a cross-boundary trip:

  • You must contact both TransHelp and the neighbouring specialized public transit agency that provides transportation in the area you’d like to travel. (i.e. Wheel-Trans, Mobility Plus, care-A-van, etc.) See list of neighbouring specialized public transit providers below.
  • When you book the first part of your trip, you will be given a transfer location.
  • You can then book the second part of your trip using the transfer location provided from your first booking.

Since transfers to connecting transit agencies are time sensitive, trips to transfer points for cross-boundary travel are booked based on what time you need to be at the transfer point. To meet the demands of the connection, requested pick-up times may be adjusted. Please confirm your booking details with a customer service representative at 905-791-1015 when travelling to a transfer point.

If you have questions about booking a cross-boundary trip, call us at 905-791-1015 or email

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). We recommend confirming trip details for all your trips as your pick-up window may change due to vehicle availability.

There are 2 ways to confirm your trip details:

  • Login to your account using your Client ID and password and select "Review or cancel trips." Or,
  • Call IVR at 905-791-1015 and press 1. Once your Client ID and password are entered, you can:
    • 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

When you log-in or call, your location, pick-up window, and the type of vehicle coming to pick you up will be confirmed. 30 minutes prior to the start of your pick-up window you will receive an automated reminder call.

If you are not at the pick-up location when the vehicle arrives within the 30-minute pick-up window, your trip will be considered a “no-show” and the driver will continue their route. If this happens, the driver will stick a “no show” on the first accessible door or on the “no show” board. The full fare will be deducted from your account and demerit points will be added.

If you miss a trip, all trips booked for that day will be automatically cancelled. If you still need a trip (outgoing or return), call 905-791-1015 immediately to reschedule. Your rescheduled trip will now be considered a flexible trip.

If your vehicle has not arrived by the end of your 30-minute pick-up window, call 905-791-1015 and press 2 to report it.

If you would like to travel on a statutory holiday or the day after the holiday, you must call 905-791-1015 and book by 7 p.m. the day before the holiday.

To cancel your trip on a statutory holiday, call us at 905-791-1015.

Example booking

Day of travel Booking deadline
Monday, Oct. 9 (Thanksgiving day) 7 p.m. on Sunday, Oct. 7
Tuesday, Oct. 10 7 p.m. on Sunday, Oct. 7

On statutory holidays:

  • The TransHelp administrative office is closed.
  • All subscription trips are cancelled, except for dialysis trips.
  • No flexible trips are accommodated.

One week before each statutory holiday, we will provide information on how booking hours and service are affected.

A message will be:

  • posted on the website
  • posted when you log in
  • playing on the phone when you call 905-791-1015.

TransHelp account

Update contact information, monitor account balance and transactions and cancel trips online.