Schedules and Maps

Booking Your Trip

Accessible formats or communication supports are available upon request by contacting 1-866-744-1119.

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.

Please note: All travellers must wear a face mask or covering when travelling with Mobility On-Request.

Book your Trip by Phone

Please note: All customers who call to book a trip will be screened for COVID-19 by our Contact Centre staff, to help ensure the safety of passengers and drivers. For more information, visit our COVID-19: Mobility On-Request Updates page.

By the automated phone line (IVR)

Call us at 1-866-744-1119
Log into the IVR with your client ID number and security pin (your year of birth)
Select your date of travel
Select the time you would like to depart or arrive
Select your pick-up location (e.g. home)
Select your destination (e.g. doctor's office)
Select whether you will be accompanied by an attendant
Select whether you will be travelling with a mobility device (e.g. wheelchairs/scooters)
Confirm your booking details
Submit your booking
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 two 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 two 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.

The Mobility On-Request Paratransit 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.

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

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 Us page for our complete list of hours and contact information.

Preparing for your Trip

Here are a few things to remember:

Mobility On-Request Paratransit requires a path cleared of snow and ice before the operator performs door-to-door service. The customer should not be making their way to the vehicle until the operator comes to the first accessible door to escort them. This path needs to be wide enough to accommodate the customer and the operator and the path is to be from the first accessible door to the bottom of the driveway

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

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.

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 89 KB)

Transfers and Cross-Boundary Travel

Visit our Transfers and Cross-Boundary Travel page.

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