COVID-19: Mobility On-Request Updates
Accessible formats or communication supports are available upon request by contacting 1-866-744-1119.
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.
Stay home if you are sick
If you have symptoms of COVID-19, return home and self-isolate immediately. Please visit York Region’s COVID-19 page for more information.
Wear a non-medical face mask or covering
Although the provincial mask mandate will be lifted on June 11, 2022, masks will continue to be mandatory when using all Mobility On-Request (MOR) services, due to the close proximity to the driver and other passengers when in a MOR vehicle.
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 Us page for our complete list of hours and contact information.
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.
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).
Changes to transfer locations
Transfer locations with the TTC, TransHelp (Peel) and DRT have changed to the following:
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, Centrepoint Hub or Freshmeadow Hub
TransHelp in Peel Region
- Passengers will be transferred at 8000 Highway 27, at the Tim Hortons or Bolton GO Station
Durham Region Transit
- Passengers will be transferred at McDonald’s (28 Sandiford Road, Stouffville) or Markham Stouffville Hospital (381 Church Street, Markham)
Shop during off-peak times
We encourage our clients to shop during off-peak times when stores may not be as busy, such as morning or midday, when possible.
Frequently Asked Questions
Please check back often, as changes to our FAQs may occur with each phase of reopening.
Why are masks still mandatory on Mobility On-Request (MOR)? |
| Masks will continue to be mandatory when using all MOR services, due to the close proximity to the driver and other passengers when in a MOR vehicle. |
Do Paratransit customers still need to be pre-screened for COVID-19 before booking a trip? |
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Yes. Paratransit customers will continue to be pre-screened; however, they will not be declined service unless they have been previously advised to self-isolate or have symptoms. Please continue to call us to book a trip, up to two days in advance. |
When will the mask requirement end for MOR? |
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The mask requirement for MOR services will continue to be assessed on a monthly bases in consultation with York Region Public Health and GTHA transit agencies. |
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 mobilityonrequest@york.ca |
What is classified as a face covering? |
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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 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? |
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Yes. We have contact information for all 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? |
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Mobility On-Request will now transport passengers to or from a facility that is in active outbreak; however, will not transport a passenger if they have been advised to self-isolate. |
Can I travel with a companion? |
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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. |