Booking Your Trip

Visit our Popular Call Times page to view busy Contact Centre times

Call 1-866-744-1119 up to three days in advance for booking options, or before 4 p.m. the day before you want to travel with the following information:

• Your Rider Identification 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). 

Trip reminders will be given:

1. The day before your scheduled pick-up
2. When the vehicle is 30 minutes away
3. When the vehicle is five minutes away
4. When the vehicle arrives

Same day service is available upon request. Times are subject to availability and may be negotiated.

For same day requests after-hours please call the Travellers Hotline at 1-877-660-7587.

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 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

Book Your Trip Using the App

Companion and Transporting Children

Companions and dependents (children) are allowed to travel with persons with disabilities, if space is available and will not result in the denial of service to other persons with disabilities. Please let us know if your companion or dependent has cancelled travelling with you, to allow space in the vehicle for another customer.

If you are travelling with a child under 8 years old and/or under 80 lbs., please notify staff at time of booking or make the selection on the app/web-based booking to ensure the appropriate vehicle is scheduled for your trip. Mobility On-Request Paratransit does not transport child seats.

Preparing for Your Trip

Here are some things to remember:

• Service Hours are 5 a.m. to 3 a.m. Monday to Sunday (including Statutory Holidays) 
• Review the Code of Conduct
• 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. For help clearing snow and ice from your driveway, contact a local community group that may be able to help. Some examples include your local municipality, faith-based organizations or charities

• Your requested time will have a 30-minute pick-up window. For example, if you request a 9 a.m. pick-up, your ride will arrive between 9 a.m. and 9:30 a.m. You need to be ready at the start of your pick-up window

• For appointment trips, the pick-up window is designed to ensure you arrive on time for your appointment

• Your booking window is your confirmed time, you no longer need to call two hours prior to confirm your trip

• Trip reminders will be given:

  1. The day before your scheduled pick-up
  2. When the vehicle is 30 minutes away
  3. When the vehicle is five minutes away
  4. When the vehicle arrives
• If you are booking a ride to a medical appointment, please ask the Trip Reservationist to book you a will call for your return trip. When you are finished at your appointment and ready to be picked up, call the Traveller’s Hotline at 1-877-660-7587 to be picked up

• 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 at the start of your pick-up window 

• Ensure you have your Mobility On-Request Paratransit ID card with you at all times

Prevent the spread of infections:

• If you’re not feeling well, stay home if possible

• Consider wearing a tight-fitting, well-constructed mask in crowded, indoor spaces. 

• Stay current and up to date with a COVID-19 and flu vaccine (and RSV vaccine if you are eligible) 
• Wash your hands often
• Cover your mouth when you cough or sneeze

For more information and resources, visit our Preventing Infections page.

Cancelling Your Trip

You may cancel your booked trip by calling 1-866-744-1119 or through YRT On-Request.

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)

 Service Delays

Mobility On-Request Paratransit staff actively monitor and optimize schedules to minimize service delays. Customers who are expected to experience service delays, will be notified by phone if their pick-up is anticipated to be 20 minutes outside their communicated pick-up window. Customers are encouraged to use the YRT On-Request app for the most up to date information, on their vehicle location and to monitor their trip in real time. 

The Travellers Hotline (1-877-660-7587) is available to those experiencing service delays and in need of further assistance.

Transfers and Cross-Boundary Travel