All Mobility On-Request customers MUST wear a face covering, in order to protect others and slow the spread of COVID-19. For information on how to properly use face coverings, visit york.ca/covid19. We also encourage you to carry your own personal disinfectant when you travel, such as hand sanitizer or wipes, and wash your hands often.

The Mobility On-Request Contact Centre is closed on weekends and statutory holidays. If you require a trip on Monday, please ensure you call in the Friday prior. The after-hours line will be available to customers who are travelling and for cancellations.

Self-isolate (do not leave your house) if you have ANY of the following:

  • Symptoms such as fever, new or worsening cough, or new or worsening shortness of breath
  • Close contact with someone who has COVID-19
  • Close contact with a person who is sick with respiratory illness and has recently travelled outside of Canada
  • Travel history outside of Canada in the last 14 days
  • Are over the age of 70
  • Are immunocompromised

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


Mobility On-Request Paratransit offers clients several ways to book a trip with us. Learn more about each option and select the one that best suits your needs.

Before getting started, prepare for your trip with us by learning about a few helpful travel reminders, including when to be ready for your trip and what to bring with you.

If you are no longer able to make your booked trip or would like to make changes, Mobility On-Request makes it easy for you to cancel or reschedule your trip.

 

On this page:

 


Book your Trip by Phone

By the automated phone line (IVR)
  1. Call us at 1-866-744-1119.
  2. Log into the IVR with your client ID number and security pin (your year of birth).
  3. Select your date of travel.
  4. Select the time you would like to depart or arrive.
  5. Select your pick-up location (e.g. home).
  6. Select your destination (e.g. doctor's office).
  7. Select whether you will be accompanied by an attendant.
  8. Select whether you will be travelling with a mobility device (e.g. wheelchairs/scooters).
  9. Confirm your booking details.
  10. Submit your booking.
  11. Book your return trip by pressing '3' and repeat the steps.

Tips:

  • Book your trip before 4 p.m. the day prior to travelling. You may book trips up to seven days in advance.
  • Confirm your trips two hours in advance of your booked time to receive the most accurate pick-up times.
  • The voice recognition feature is very sensitive, so even a light cough may interrupt your request for a few seconds. If this happens, wait for directions from the automated attendant.
  • Don't forget to listen to the bulletins before the main menu for important information you may need to know.
  • If you are using a rotary phone, please say "zero" to connect to a Trip Reservationist.
  • You may press '0' at any time to speak with a Trip Reservationist.
By phone with a Trip Reservationist

Call us at 1-866-744-1119. Press '0' or say "zero" if you are using a rotary phone. Call up to seven days in advance for more booking options, or before 4 p.m. the day before you want to travel with the following information:

  • Your registration number
  • Your exact pick-up and destination address
  • The date and time of your trip
  • The number of people travelling (if you require an attendant, this person must travel with you)

Please remember that once scheduling is completed, your requested time may change (within the booking window). Please call in two hours before your scheduled trip to receive the most accurate time.

Note: All standing orders will be automatically cancelled on statutory holidays.


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Book your Trip Online

The Ride On-Demand mobile app and online booking option has been disabled until further notice. To book a trip, please call the Mobility On-Request Contact Centre at 1-866-744-1119. Visit our Contact Directory for our complete list of hours and contact information.

Our Ride On-Demand online booking tool makes it easy to book, confirm or cancel a trip on Mobility On-Request Paratransit. Visit our Ride On-Demand Booking System page for more information.

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Preparing for your Trip

 

Here are a few things to remember:

  • Your requested time will have a 45-minute window on one side of your trip, depending on your status. You can get the confirmed time two hours before your ride by calling 1-866-744-1119. Ask the Trip Reservationist about the dial-out feature.
  • Please be ready 10 minutes before your confirmed pick-up time.
  • Ensure you can safely manage carry-on items onto the vehicle. There is a maximum four bag limit to ensure there is room in the vehicle.
  • Please meet the Paratransit vehicle at the first accessible entrance 10 minutes before your pick-up time.
  • Ensure you have your Mobility On-Request Paratransit ID card with you at all times.

 

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Cancelling your Trip

You may cancel your booked trip through the Interactive Voice Response (IVR) system or with a Trip Reservationist by calling 1-866-744-1119. You may also cancel booked trips using the Ride On-Demand online booking system.

Ensure you cancel your trip at least two hours before travelling. If your scheduled trip is cancelled at the door or you are a no-show at the time of your pick up, your return trip will be cancelled.

Please review our cancellation policy below.

Mobility On-Request Paratransit No Show/Late Cancellation Policy (PDF 100 KB)

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