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Online booking overview

You can use your computer, smartphone or tablet to book, update, and cancel your TransHelp trips.

The following content provides an overview of the new TransHelp online booking system.

For detailed instructions, refer to our online booking manual.

Other information

The TransHelp online booking system:

  • Will work on any desktop, laptop, smartphone or tablet.
  • Is available every day, 24 hours a day, 7 days a week.

Use any of these internet browsers to book online:

  • Internet Explorer – version 11 and above
  • Mozilla Firefox
  • Google Chrome
  • Safari – version 5.x and above
  • Microsoft Edge

You’ll need to provide your Client ID, email address, and birth date to register for online booking.

Your email is your unique ID for your online TransHelp account. You cannot use the same email for two different accounts. If you have more than one TransHelp account, each account must have its own email address.

After registering, you’ll get a confirmation email to complete your registration. This email is only valid for 2 hours from the time that you received it. If you don’t complete your registration within 2 hours of receiving this email, you’ll need to register again.

For more detailed instructions on registering, refer to how to register for online booking.

My Profile

You can update your email address and phone number online in My Profile.

For more detailed instructions for your profile, refer to viewing and editing your profile.

If you would like to update an address, call 905-791-1015.

Passwords

If you’ve forgotten your password or you’d like to change it, refer to passwords and logging on.

Adding favourite locations

Your favourite locations are already listed on your account. We selected these locations for you based on your previous travel history.

You can have up to 8 favourite locations on your account. To add a favourite location, call 905-791-1015.

Book a trip online

Some aspects for booking online are the same as booking by phone.

When booking online, you can book 7 days a week (except for statutory holidays).

You can also:

  • Book your trip up to 7 days in advance (Due to COVID-19, trips can be booked up to 2 days in advance. This is a temporary measure to ensure passengers are screened for COVID-19 within 48 hours of taking a trip.)
  • Book by 6 p.m. the day before you’d like to travel, if you’d like to be picked up for a specific time
  • Book a flexible trip up to 2 hours before when you’d like to travel

You must self-screen for COVID-19 before booking each trip online. COVID-19 screening questions can be found in the announcements banner, which will pop-up each time you log in.

Types of trips you can book online

You can book only specific and flexible trips online.

If you need to schedule a cross-boundary or subscription trip, call 905-791-1015.

Booking your drop off and pick up locations

Certain addresses have designated drop off and pick up locations. If you want to be dropped off or picked up at a specific entrance, call 905-791-1015.

Booking your trip time online

6 a.m. is the earliest trip you can book online. The latest pick-up time is 11:30 p.m.

If you need to travel after midnight, call 905-791-1015.

Booking travel companions

Booking online or by phone, you can add up to 2 companions to travel with you.

For more detailed instructions for booking online, refer to how to book a trip.

Cancelling a trip online

You won’t be charged for your fare if you cancel your trip 4 hours before your pick-up window.

For more detailed instructions for canceling a trip, refer to how to cancel a trip.

When you book a trip online, you’ll instantly get an email that confirms your trip details.

If you’ve booked a same-day flexible trip, a TransHelp staff member will contact you directly to confirm a pick-up time.

If you booked at least one day before the date you’d like to travel, log in to confirm your trip details on the day of your trip. The closer you check your trip details to your actual travel day and time, the more accurate the information will be.

Mobility devices

Your default mobility device will automatically be selected when you book online. If you want to use a different mobility device, call 905-791-1015.

Using the ‘Where’s My Ride?’ feature

TransHelp buses have the “Where’s my ride” tracking feature already installed. So, if your trip is scheduled on a TransHelp bus, you’ll be able to see its location in real time.

Taxis do not yet have the “Where’s my ride” tracking feature installed. If your trip is scheduled on a taxi, “Where’s my ride” will not work.

We’re working with our taxi vendors to add this feature so all passengers on all vehicles can see their rides in real-time.

TransHelp account

Update contact information, monitor account balance and transactions and cancel trips online.

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