My trips

Specific trips

If you want to arrive at a destination for a specific time, the latest you can book your trip is 7 p.m. the day before you want to travel. The standard 30-minute pick-up window still applies.

For example, to book a trip where you arrive at your destination by 2 p.m. on Thursday, Dec. 6, you would book your trip by 7 p.m. on Wednesday, Dec. 5.

Flexible trips

If your schedule is flexible, you can book a flexible trip between 7 p.m. and midnight or even the same day you wish to travel. With a flexible trip, we will pick you up within 2 hours of your requested pick-up time.

Within 2 hours of your requested pick-up time we will call you to confirm your pick-up window. When you book a flexible trip, please provide a phone number where you can be reached.

For example, if you call at 9 a.m. to book a flexible trip for 1 p.m., we will call you by 11 a.m. to provide the available pick-up times and confirm your pick-up window.

Booking a flexible trip is a great option if you do not need to arrive at a destination for a specific time. Some examples include: grocery shopping, going to the mall, visiting friends or family. A flexible trip is not recommended for scheduled appointments, catching a flight, or meeting friends at a specific time; you will want to book by 7 p.m. the day before for this type of travel.

Subscription trips

You can book a subscription trip for recurring daily, weekly or monthly travel (for example, work, school, or a regular appointment). This is the most convenient option for ongoing travel needs.

Once your subscription trip is booked, we will pick you up on an ongoing basis. You only need to call if you want to change or suspend the subscription trip.

All subscription trips, except for dialysis trips, are automatically cancelled on statutory holidays.

If you’ve been exposed to COVID-19 or aren’t feeling well the day of your subscription trip, call and let us know at 905-791-1015.

Pre-authorized payments are recommended for subscription trips.

Return trips

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 trip.

If you require a return trip from a medical appointment, we recommend you book the trip 90 minutes following the medical appointment to allow enough time for any delays so you do not miss your trip.

Wait at the same location where you were dropped off, unless you have made other arrangements at the time of booking.

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

Cross-boundary trips

Cross-boundary trips take you outside of Peel’s boundaries (beyond Brampton, Caledon or Mississauga).

You can travel into other municipalities on a cross-boundary trip by transferring to another specialized public transit provider at a designated transfer point. Transfer points outside of Peel.

You are responsible for booking your cross-boundary trip with the connecting service provider.

To book a cross-boundary trip:

• You must contact both TransHelp and the neighbouring specialized public transit agency that provides transportation in the area you’d like to travel. (i.e. Wheel-Trans, Mobility Plus, care-A-van, etc.) See list of neighbouring specialized public transit providers below.
• When you book the first part of your trip, you will be given a transfer location.
• You can then book the second part of your trip using the transfer location provided from your first booking.

If you have questions about booking a cross-boundary trip, call us at 905-791-1015 or email transhelp@peelregion.ca.

Book your trip online or call 905-791-1015.

The latest you can book your trip depends on the type of trip you would like to book.

When you book your trip online or by phone, have the following information ready:

• Your Client ID
• The date and time you wish to travel (pick up and return)
• The address of your destination
• The number of support persons/companions travelling with you (maximum combination of 2 per trip)
• The type of mobility device you use (If using a wheelchair or scooter, the mobility device’s width must be smaller than 30” x 50” and the combined weight of passenger and device must be less than 800 lbs.)

If you travel with a mobility device, the mobility device confirmed at the time of booking is the device you must travel with for that trip.

When you book your trip, you will receive a 30-minute pick-up window.

• If you are being picked up from a house, be ready and waiting at the nearest accessible door at the start of your pick-up window. The driver will knock or ring the doorbell if he or she doesn’t see you at your scheduled pick-up time.
• If you are being picked up from an apartment building or condominium, be ready and waiting in the lobby near the first accessible door at the start of your pick-up window. Your driver is not required to buzz up.
• If you are being picked up from a common area (mall entrance, hospital, etc.) your driver will come to the pick-up location and call out your name.

Once your trip is booked, you can confirm your trip details 24 hours a day, 7 days a week, by logging in to your account or calling Interactive Voice Response (IVR). We recommend confirming trip details for all your trips as your pick-up window may change due to vehicle availability.

There are 2 ways to confirm your trip details:

• Login to your account using your Client ID and password and select "Review or cancel trips." Or,
• Call IVR at 905-791-1015 and press 1. Once your Client ID and password are entered, you can:
• 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

When you log-in or call, your location, pick-up window, and the type of vehicle coming to pick you up will be confirmed. 30 minutes prior to the start of your pick-up window you will receive an automated reminder call.

If you no longer want to travel, cancel your trip 4 hours before the start of your pick-up window.

If you do not cancel 4 hours before the start of your pick-up window, the fare will be deducted from your account.

There are 3 ways to cancel:

Cancel online

Login to your account and select “Review or cancel trips”. When cancelling a subscription trip online, be sure to also cancel any trips that have already been scheduled for that week.

Cancel by phone

Speak with a representative by calling 905-791-1015.

Cancel using Interactive Voice Response (IVR)

When cancelling a subscription trip through IVR, be sure to also cancel any trips that have already been scheduled for that week.

1. Call 905-791-1015 and press 1
2. Enter your Client ID and 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 when the vehicle arrives within the 30-minute pick-up window, your trip will be considered a “no-show” and the driver will continue their route. If this happens, the driver will stick a “no show” on the first accessible door or on the “no show” board. The full fare will be deducted from your account and demerit points will be added.

If you miss a trip, all trips booked for that day will be automatically cancelled. If you still need a trip (outgoing or return), call 905-791-1015 immediately to reschedule. Your rescheduled trip will now be considered a flexible trip.

If your vehicle has not arrived by the end of your 30-minute pick-up window, call 905-791-1015 and press 2 to report it.

If you would like to travel on a statutory holiday or the day after the holiday, you must book by 7 p.m. the day before the holiday.

Example booking

Day of travel	Booking deadline
Monday, Oct. 8 (Thanksgiving day)	7 p.m. on Sunday, Oct. 7
Tuesday, Oct. 9	7 p.m. on Sunday, Oct. 7

You can still travel using TransHelp on statutory holidays. Please note the following:

• The TransHelp administrative office is closed.
• All subscription trips are cancelled, except for dialysis trips.
• No flexible trips are accommodated on the day of a statutory holiday.

One week before each statutory holiday, we will provide information on how booking hours and service are affected.

A message will be:

• posted on the website
• posted when you log in
• playing on the phone when you call 905-791-1015.