A senior woman with face mask sitting inside a YRT Sedan interacting with a YRT driver in protective mask and gloves

The safety of our travellers, drivers and staff is our top priority. In response to COVID-19, Mobility On-Request has implemented various safety measures and service changes to help keep yourself and others protected while riding with us.

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Stay home if you are sick

If you have  symptoms of COVID-19, return home and self-isolate immediately. Seek assessment at a COVID-19 Assessment Centre. Please visit york.ca/covid19 for more information.

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Wear a non-medical face mask or covering

It is mandatory to wear a non-medical face mask or covering while travelling on a transit vehicle or at a transit facility, as per by-law no. 2017-7, as amended. This is to help to keep everyone safe. YRT and other transit agencies cannot guarantee physical distancing.

Please visit our Non-Medical Face Masks and Coverings page for more information and FAQs.

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Paratransit customers: call in to book a trip

Until further notice, Paratransit customers cannot book trips online, through the app or through the automated phone line/Interactive Voice Response system. To book a trip, please call the Contact Centre at 1-866-744-1119. Visit our Contact Directory for our complete list of hours and contact information.

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Paratransit customers: book your trip two days in advance

Trips can only be booked up to two days in advance (instead of seven days). In addition, all customers who call to book a trip will be screened by our Contact Centre staff, to help ensure the safety of passengers and drivers.

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Paratransit customers: no changes to the Family of Services

All Paratransit customers who have been travel trained will continue to be provided with trip plans using the Family of Services (e.g. combination of Mobility On-Request with conventional services).

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Paratransit customers: standing orders are cancelled

All existing standing orders will be cancelled, and we will not be taking any new standing orders until further notice. This is to ensure that all customers can be screened by our Contact Centre staff before travelling.

Please call us no more than two days in advance to book your trip.

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Three passengers per vehicle

In following Public Health’s advice and to allow for physical distancing, we will be limiting the number of passengers per vehicle to three (three passengers and one driver), depending on the size of the vehicle.

In vans, only one wheelchair passenger will be accommodated.

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Changes to transfer locations

As Tim Hortons and McDonald’s locations have closed their dine-in areas, transfer locations have changed:

Toronto Transit Commission (TTC)

  • All Family of Services trips that need to travel cross-border will be taken to Finch GO Bus Station
  • All others will be transferred at Pioneer Village Station on the north side

TransHelp in Peel Region

  • Passengers will be transferred at 8000 Highway 27, at the Tim Hortons; all vehicles will wait and drivers will transfer passengers in the parking lot

Durham Region Transit

  • Passengers will be transferred at McDonald’s (28 Sandiford Road, Stouffville) and Markham Stouffville Hospital (381 Church Street, Markham)

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Grocery stores open early for select people

We encourage our clients, who qualify, to shop when the stores open early for seniors and people with disabilities.

Many stores will open early for seniors (65+) and people living with disabilities.

Frequently Asked Questions (FAQs)

Please check back often, as changes to our FAQs may occur with each phase of reopening.

What if I cannot wear a mask due to health and safety reasons?
If you are unable to wear a face mask or covering, please let us know prior to using our services by emailing mobilityplusfeedback@york.ca
What is classified as a face covering?

A face covering is made from two layers of cloth, and covers a person’s nose and mouth. A face covering can be a scarf or bandana, or can be home-made using a cotton t-shirt or other materials. Visit our Non-Medical Face Masks and Coverings page for links to resources on how to make a face covering.

Does Mobility On-Request communicate with day programs on their COVID-19 protocols?

Yes. We have contact information for all the day programs that we work with and have been coordinating with each of them as they re-open. All day programs must send us their COVID-19 protocol, so that we can relay this information to our travellers before booking a trip.

Are there restrictions on transporting clients to places in outbreak?

Our top priority is to keep all drivers and travellers safe. Mobility On-Request (MOR) will not transport passengers to or from an outbreak facility. Our staff monitors the Outbreak Facility list daily.

We will provide the client with information on alternative transportation service providers they can use.

When the facility is removed from the outbreak list, we will call the client and let them know they can now use MOR services.

Can I travel with a companion?

Please call us on the same day you would like to travel. Staff will try and accommodate you and your companion in a larger vehicle.

Can I take Mobility On-Request to an assessment centre?

If the COVID-19 screening questions are not answered correctly when you call us, you will be denied a trip for 14 days.