Sutton-Pefferlaw

When can I book my trips?

Trips may occur any time during service hours. Bookings may be made anywhere from 15 minutes to two hours before your desired travel time. Trips can be booked no earlier than two hours before the start of service.

Why can’t I book my trip the night before?

We have designed this as an On-Request service. To avoid costly trip cancellations or “No Shows”, we send trips to drivers in real-time rather than pre-booking.

What should I do if I am going to be late for my pick-up?

Please cancel and re-book your trip.

Is there a waiting period after I book my ride?

In order to accommodate other riders travelling at the same time as you, your estimated pick-up time may adjust up to 10 minutes earlier or later than your requested booking time.

Can I save my favourite destinations?

Once a trip is booked, your itinerary will be displayed. On this screen, you may save your trip by clicking the heart icon in the top right corner. This will save your origin and destination and mark it as a favourite. You may access your saved itinerary for faster future bookings, which can be found under Favourites in the drop down menu.

What if I don’t have a mobile device to book a trip with the app?

Call 1-844-667-5327 and a Customer Service Representative will assist you.

Note: Ride times may update to accommodate other riders. Please check the Mobility On-Request App for the most up-to-date pick-up time. This feature is only available through the app. If bookings are made by phone, you will not be informed of any changes to your initial pick-up time.

Is Mobility On-Request for everyone or only Paratransit clients?

Mobility On-Request service is available for everyone to use. Paratransit is a separate service for registered clients.

What if I need to transfer between Mobility On-Request services?

If your journey spans more than one Mobility On-Request (MOR) service area, Customer Service Representatives will assist with trip planning using all available MOR services and YRT routes. Our goal is to provide you with the best available travel plan.

If you are connecting to a YRT route or other MOR service, please remember to add 15 minutes to your travel time to ensure on-time arrival at the required bus stop or drop-off location. This will allow extra time in case of traffic delays, etc. If you are travelling on a YRT route that is running late, please call 1-844-667-5327 to reschedule your connecting MOR trip.

Can I bring a car seat?

No, YRT does not transport car seats. If you are travelling with a child who is under 8 years of age, please call 1-844-667-5327 to book your trip to ensure we dispatch the appropriate vehicle.

Can I bring shopping bags or boxes?

Yes, riders are welcome to bring a maximum of four shopping bags on the trip. There is a bag limit in place so that we can offer everyone a comfortable shared journey with adequate space. Please ensure each shopping bag weighs less than 10 pounds.
 
Our vehicles cannot accommodate big boxed items. Small boxes that are similar in size to shopping bags are fine. The same 10-pound maximum weight applies.
 
The total number of bags or small boxes cannot exceed four items.

How do I recognize the correct vehicle if there is more than one?

Look for the driver’s license plate number on your app.

Do I tip my driver?

No, you do not tip. Although it is similar to a ride share / taxi service, this is a public transit service.

Why can’t I message my driver?

We do not have this feature at this time. Please be ready for pickup at the address provided in the app.

Will there be ratings for drivers and passengers like other ride share services?

To help us improve your experience, please feel free to share your feedback with us at any time.

Take our short survey, which can be accessed in the Mobility On-Request App.

Follow these steps in the app to take our survey:

1. Go to the main menu on the top left corner

2. Click ‘Settings’

3. Click ‘Further information’

4. Click ‘About Mobility On-Request’

We value all feedback to continuously improve service.

How do I pay my fare for Mobility On-Request?

Treat your Mobility On-Request ride as you would a regular YRT trip. The operator will accept all YRT fare media including PRESTO, the YRT Pay App, Transit App, credit, debit and exact change.

How does the fare charge on my PRESTO account if I am transferring at a GO Station?

If you are using a PRESTO card, your ride on Mobility On-Request will be free if transferring to or from GO Transit services. Visit our Ride to GO page for more information.