|||| TransHelp Frequently Asked Questions
- Why do I have to be ready so early before the ride
arrives?
We request that you are ready and waiting for your
ride 10 to 15 minutes prior to your confirmed pick-up
time to ensure that you do not miss your ride. Our
drivers have to stick to a schedule to meet the needs
of all passengers, and cannot wait past the confirmed
pick up time. Therefore, if you're ready and waiting
early, you're sure not to miss your ride.
- Why do you pick me up (and deliver me to my appointment)
one hour before the appointment time?
You may be picked up as early as an hour before your
appointment time as Transhelp has to ensure that all
clients make it to their appointments on time. In
order to schedule all the rides that we have for the
day we have to allow for stops for other passengers.
- Why do I have to wait an hour between drop off and
pick up when my appointment is only 15 minutes long?
We require you to be at a destination for an hour
as the drivers have other passengers to serve and
cannot wait at locations for clients. Since different
vehicles take you to and from your destination, there
needs to be enough time to ensure you are not missed
on your return ride, if you finish later than expected.
- Why are there two or more buses, with only one person
on each arriving at the same destination at the same
time?
The drivers may have had other pick ups or drop offs
on their schedule before they drop off at that location,
and they may be coming from a different area.
- Why do two buses arrive to pick up my neighbour
and me at the same time and location, to take each
of us back to the same place?
This all depends on how the rides were booked. Schedulers
try to group rides where possible but must also observe
the different needs of different clients. If your
neighbor has requested a different drop-off time they
may be picked up by another vehicle. If you want to
be picked up together you can specify this when you
book.
- Why don't drivers wait for me to get ready - they
leave 30 seconds after arriving?
We request that you be ready and waiting 10 to 15
minutes prior to your pick-up time as the drivers
have other people to meet. The drivers are required
to wait until the confirmed pick-up time, but if you
are not ready at that time the driver will leave to
get to their next pick up or drop off in time.
- Why do taxis always take the long route to the destination
- are they paid by the kilometre?
Taxis are paid by the kilometre but the distance is
determined by Transhelp's scheduling system, so the
taxpayer does not pay for any deviation in the route.
Taxis take the route that they believe will be fastest
at that time.
- Why do I have to call the day before my scheduled
ride to confirm if I have a ride?
You don't have to confirm your time: it is a service
we offer. We suggest that you call to confirm your
pick-up time to reduce the time waiting at the door.
Pick-up times can fluctuate by up to 30 minutes from
when you've first booked, depending on the amount
of trips Transhelp has scheduled for the day. Also,
when you confirm you know which mode of transportation
will be picking you up, whether it is a Transhelp
bus or a taxi.
- Why are there no shoulder seat belts on the lateral
seats?
Transhelp buses, seats and restraints are constructed
in conformity with Canadian Safety Association (CSA)
Standards that are enforced in provincial legislation.
Shoulder belts are not required.
- What should I do if I observe unsafe driving?
Report it immediately by calling Customer Service
at 905-791-1015 ext. 1, to register a complaint. All
reports of safety concerns are investigated and followed
up as top priority.
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Revised:
Monday April 20 2009
www.peelregion.ca
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