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My Trips

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My Trips

TransHelp is a shared ride service, and the pick-up window gives flexibility while other passengers are picked up and dropped off. There may be additional stops before you reach your destination.

Be sure that you're ready to travel at the start of your pick-up window.

Your pick-up window may change due to vehicle availability.

As an eligible passenger you may ride for any purpose as long as you have pre-booked your trip.

As an eligible passenger you can travel for any purpose.

Regular or subscription trip

A trip to work, school, or a regularly scheduled appointment is considered a “regular” or “subscription” trip.

Call 905-791-1015 to arrange for a regular/subscription trip. Once your regular/subscription trip is booked, you only need to call TransHelp to change, suspend or cancel it.

Regular/subscription trips are automatically cancelled on statutory holidays, with the exception of dialysis trips. If you would like to travel on a statutory holiday, you will need to call up to one week in advance to book your trip.

Single trip

Unlike regular/subscription trips, “single trips” are one-off trips that occur once and are not repeated.

Your single trip must be booked by midnight the day before you would like to travel in order to guarantee your ride.

Call 905-791-1015 to book your single trip.

Standby or same day trip

A trip you book on the same day you want to travel is considered a “standby” or "same day” trip.

Standby/same day trips are subject to availability and are not guaranteed.

Once you have requested a standby/same day trip, you will need to call 905-791-1015 approximately 30 minutes prior to your requested travel time to find out if your request can be accommodated.

Return trip

The journey back from your destination is considered a "return trip." You must schedule both your trip out and your return trip when booking.

When scheduling a return trip, consider any unexpected delays that may occur. For example, if you expect to finish your appointment at 3 p.m. ask for a return pick-up time of 3:15 or 3:30 p.m. to ensure you do not miss your ride.

Be sure you have access to shelter and a phone in case your vehicle is late.

Cross-boundary or connecting trip

Travelling beyond Peel's borders and continuing your trip with another specialized public transit provider is considered a "cross-boundary” or “connecting” trip.

When booking your cross-boundary/connecting trip, be sure to allow at least 30 minutes between connections.

You are responsible for booking your cross-boundary/connecting trip with the connecting service provider. (i.e. Wheel Trans, Mobility Plus, care-A-van, etc.)

Transhelp does not travel outside of Peel, except to connect with other specialized public transit providers at the official transfer points below.

Official Transfer Points Outside the Region of Peel

Transhelp will not provide any travel outside of Peel except to approved transfer locations as listed below.

  1. Mobility Plus Transfer Point
    Vera Davis Centre
    80 Allan Dr., Bolton
    (Main entrance)
    Mobility Plus website
  2. Mobility Plus Transfer Point
    Tim Horton’s
    8000 Hwy 27
    Vaughan, ON
    Mobility Plus website
  3. Wheel-Trans Transfer Point (North)
    For travel between Brampton and Toronto or northeast Mississauga and Toronto:
    Woodbine Race Track
    555 Rexdale Blvd, Etobicoke
    (Main Entrance circular driveway)
    Wheel-Trans Toronto website
  4. Wheel-Trans Transfer Point (South)
    For travel between Mississauga and Toronto:
    Queensway General Hospital (QGH; also known as Trillium hospital)
    Health Centre Queensway Site
    150 Sherway Drive, Toronto
    Tim Hortons (transfer location after 9 pm)
    200 Sherway Dr., Toronto
    Wheel-Trans Toronto website
  5. care-A-van (Oakville) Transfer Point
    For travel between any city and Toronto:
    Sheridan College
    1430 Trafalgar Road, Oakville
    care-A-van website
  6. Oakville GO Station
    214 Cross Ave
    Weekdays 6pm to 12am
    Anytime Weekends & Stat holidays
    Oakville Go Main entrance

TransHelp travel service hours are 6 a.m. to 1 a.m. seven days a week.

Passengers can travel anywhere within Mississauga, Brampton or Caledon during travel service hours.

The earliest you can book your trip is one week in advance of the date you would like to travel. We encourage you to book your trips early. The latest you can book your trip to ensure a guaranteed ride is midnight the day before you would like to travel.

Watch this video for important information to help you book your trip.

Before you book

If you want to book or change a trip, be ready to provide:

  • Your name, address and registration number.
  • The date and time you wish to travel.
  • The time you want to reach your destination and time of return.
  • The destination address. (Please be specific.)
  • The type of mobility aid you use.

Travel companions

Please also provide the number of companions that will be travelling with you (maximum of 2).

Companion
If you are able to communicate or direct your transportation, your account will be charged for each caregiver companion.

Support person
If you are unable to communicate or direct your transportation, you must travel with an Occasional Support Person (OCC) or a Mandatory Support Person (MSP).  An OCC/MSP travels for free, so your account will not be charged.

Booking or changing your trip

Call TransHelp at 905-791-1015 to book or change your trip.

  • You can book or change trips daily from 8 a.m. to 12 a.m. midnight.
  • Trips can be booked up to one week in advance but no later than 12:00 a.m. (midnight) the day before.
  • If there are no rides available for the time requested, you may be offered an alternate time up to 1 hour before or after your requested time.
  • Your pick up window may change due to vehicle availability. Be aware that TransHelp, like all public transit, operates on a shared ride service model, meaning that you can expect other passengers to be on your ride some or all of the time.
  • You must schedule your return trip when making your booking.
  • If you want to travel by taxi and use Taxi Scrip, you don’t have to book in advance. Call a participating taxi vendor on the day of your ride to arrange same-day travel.

Confirmation of your pick-up window

You can access your pick-up window information through the Interactive Voice Response System (IVR) 24 hours a day, seven days a week.

Be sure to use the IVR to confirm your pick-up window for all of your TransHelp trips.

Your pick-up window is a 30-minute time frame. Your TransHelp vehicle can arrive at any time within that window.

To confirm your window:

  1. Call 905-791-1015 and press "1".
  2. Enter your TransHelp account number and your password. Your password is your month and day of birth. So for example, you would enter "0522" for May 22.

Once you’ve entered your account number or password, choose from two options:

  • Enter the date of the ride you want to confirm; for example, "0721" for July 21, or
  • Enter by day:
    • Press "1" for Monday.
    • Press "2" for Tuesday.
    • Press "3" for Wednesday.
    • Press "4" for Thursday.
    • Press "5" for Friday.
    • Press "6" for Saturday.
    • Press "7" for Sunday.

The IVR will confirm your pick-up window, the type of vehicle for your ride, and your location.

  • To end your call, press "#3" (pound key + 3).
  • To speak with a Customer Service Representative, press "0".
  • To return to the main menu, press "#1" (pound key + 1).

Dial "0" at any time to speak with a customer service representative during Call Centre hours of operation.

Thirty (30) minutes prior to the start of your pick-up window you will receive an automated reminder call.

You must cancel your trip if you no longer require a TransHelp ride.

Cancellation guidelines

A trip must be cancelled no later than 12 a.m. (midnight) the day before your trip is scheduled.

If you cancel after 12 a.m. midnight the day before your pre-booked trip, the fare will be deducted from your account.

How to cancel a trip

Cancel using your online account

Cancelling online is the fastest, most convenient way to cancel a trip.

To cancel online, log in to your account and click "Review or Cancel Trips".

Cancel using IVR

You can also use the Interactive Voice Response (IVR) system to cancel a trip.

  1. Call 905-791-1015 and press "1".
  2. Enter your TransHelp account number and your password. Your password is your month and day of birth; for example, "0522" for May 22.
  3. Press "2" then choose from three "cancel your ride" options:

Option 1: cancel a single ride.

  1. Press "1" to cancel a single ride.
  2. When prompted, enter the date of the ride you want to cancel; for example, "0721" for July 21, or enter by day:
    • Press "1" for Monday.
    • Press "2" for Tuesday.
    • Press "3" for Wednesday.
    • Press "4" for Thursday.
    • Press "5" for Friday.
    • Press "6" for Saturday.
    • Press "7" for Sunday.

The system will then ask you if you want to cancel the ride you indicated.

  • Press "1" for Yes.
  • Press "2" for No.

Option 2: cancel all the bookings for one particular day.

  1. Press "2" to cancel all the bookings for one particular day
  2. When prompted, enter the dates of the rides you want to cancel; for example, "0721" for July 21, "0725" for July 25, etc. or enter by day:
    • Press "1" for Monday.
    • Press "2" for Tuesday.
    • Press "3" for Wednesday.
    • Press "4" for Thursday.
    • Press "5" for Friday.
    • Press "6" for Saturday.
    • Press "7" for Sunday.

The system will then ask you if you want to cancel the ride you indicated.

  • Press "1" for Yes.
  • Press "2" for No.

Option 3: cancel all rides within a date range.

  1. Press "3" to cancel all rides within a date range.
  2. When prompted, enter the date range of the rides you want to cancel
  3. Enter the starting date; for example, "0721" for July 21. Then when prompted enter the end date of the range.

The system will then ask you if you want to cancel the ride you indicated.

  • Press "1" for Yes.
  • Press "2" for No.

If you are not at the pick-up location during the 30-minute pick-up window, your trip will be considered a "no-show" and the operator will continue their route. The operator will post a "No Show" slip and the full fare will be deducted from your account. TransHelp must recover the operating cost for every trip, plus staff scheduling time, even if you miss your trip.

If you miss your outgoing trip, your return trip will automatically be cancelled. If you still need your return trip, call 905-791-1015 and press "2" as soon as possible to find out if it can be rescheduled. We do our best to accommodate same-day trip requests, however a rescheduled trip is not guaranteed.

If your ride has not arrived before the end of your 30-minute pick-up window, call 905-791-1015 and press "2" to report the issue.

All TransHelp trips must be prepaid in advance.

Single one-way or return trips

Each one-way trip costs $3.50. A return trip costs $7.

An eligible passenger must pay a $35 minimum fee (10 one-way trips or five return trips) to open an account. You can pay online, by phone, in person, or set a pre-authorized amount to be deposited to your account.

Monthly passes

A monthly pass costs $118 per month. Monthly passes provide unlimited travel in a single month.

Monthly passes are available on the 15th of the month. A payment must be made between the 15th-20th of the month for the upcoming month. (For example, you must pay for a June monthly pass between the 15th-20th of May.) You may pay online, by phone, in person, or through a pre-authorized debit or credit card payment.

To set up a monthly pass, download and print the "Approval for Pre-Authorized Debit form (PDF)." Check the "Monthly Pass" option in Section 2 and then fax, mail, email, or deliver the completed form in person.

Your monthly pass may be eligible for a tax credit. To learn more visit Canada Revenue Agency – Transit Pass.

Taxi Scrip is a subsidized taxi service. This means the fares are lower than actual taxi fares, and the taxi company is reimbursed the difference.

Only TransHelp passengers living in Brampton, Caledon or Mississauga can buy and use Taxi Scrip. If you aren’t a TransHelp passenger, but you have a disability that stops you from using conventional public transit (Brampton Transit or MiWay), check if you're eligible for TransHelp.

Getting a Taxi Scrip ID Card

You need a Taxi Scrip ID Card to buy and use Taxi Scrip.

To get a Taxi Scrip ID Card, call 905-791-1015.

You must show the taxi driver your Taxi Scrip ID and government-issued photo ID every time you use Taxi Scrip. Government-issued photo ID includes:

  • a Canadian passport.
  • a Canadian Citizenship Card with a photo.
  • an Ontario driver’s license or enhanced driver’s license issued by Ontario.
  • an OHIP (Ontario Health Insurance Plan) card.
  • an Ontario Photo Card.

Buying Taxi Scrip

A $40 book of Scrip costs $25. You may buy a maximum of 5 books of Scrip per month.

Taxi Scrip is non-refundable and non-exchangeable. This means that TransHelp will not refund any money for unused Taxi Scrip.

Taxi Scrip is non-transferable. This means that you cannot give your Taxi Scrip to someone else to use.

You must buy Taxi Scrip in advance either by phone or in person. Payments cannot be made through online banking.

Buy Taxi Scrip by phone

Call 905-791-1015 during hours of operation to pay by VISA or MasterCard.

Once we’ve processed your order, we’ll deliver your Taxi Scrip by mail. Please allow more time for delivery during busy periods such as the holiday season.

Buy Taxi Scrip in person

TransHelp’s 2 Copper Rd. reception will be closed to members of the public and TransHelp passengers as of December 24, 2018.

You can purchase Taxi Scrip in person using cash, debit, Visa, MasterCard, cheque, or money order at:

If paying by cheque, write "Taxi Scrip” and your Taxi Scrip ID number on your cheque.

Using Taxi Scrip

Call a participating taxi vendor to arrange for a ride. You can call on the day of your ride or sooner if you wish.

All participating taxi vendors have accessible vehicles. If you need a specific accessible vehicle, please tell the taxi vendor when you book your ride. Specific vehicles are subject to availability.

Please address any issues or concerns about your experience with a Taxi Scrip vendor directly.

Paying for your trip

Taxi Scrip comes in $1, $2 and $5 denominations.

You can pay for your trip using only Taxi Scrip, or with a combination of Taxi Scrip and cash.

For example, if your ride costs $20.75 you can:

  1. Redeem $20 in taxi scrip, then pay the remaining difference of $.75 cents in cash, or
  2. Redeem $21 in scrip coupons. Change will not be provided if you use only scrip, so please plan accordingly.

Taxi Scrip vendors

Mississauga

  • A Black Cab: 905 822-4000
  • All Star Taxi: 905-602-0000
  • Blue and White Taxi: 905-274-4444

Brampton

  • A1 Taxi: 905-453-6666
  • A seven Eleven Taxi: 905-454-9999
  • Bram City Taxi: 905-455-1000
  • Brampton Bramalea Kwik Kab: 905-450-1111

Travelling outside of Peel using Taxi Scrip

Participating taxi vendors will take you out of Peel (Brampton, Caledon and Mississauga), but not all vendors offer return trips.

Please pre-arrange your trip back with the taxi vendor.

You cannot use Taxi Scrip outside of Peel or with non-participating taxi vendors.

Service Hours

TransHelp operates Monday through Sunday from 6 a.m. to 1 a.m. except on statutory holidays.

On statutory holidays:

  • All pre-booked recurring rides are cancelled.
  • Service is limited.

Region of Peel Call Centre Hours

Our Customer Service Representatives are available Monday through Sunday from 8:00 a.m. to 12:00 a.m. (midnight).

Phone wait times might be longer on statutory holidays.

Contact our Call Centre if:

  • You would like to book, change or cancel a ride.
  • Your personal information has changed.
  • You are concerned your account is not up-to-date.
  • You no longer require TransHelp; for instance, because you are moving out of Peel, or your barriers to using conventional public transit have been removed.

TransHelp Administrative Office Hours

The TransHelp office is open Monday to Friday from 8:30 a.m. to 4:30 p.m.

The office is closed on weekends and statutory holidays.

Contact our administrative office if:

  • You have questions about eligibility.
  • It's been more than 14 days after submitting your application and you haven’t received a response.
  • You want to appeal your eligibility status or category.