Read our policies for travelling with a mobility device, companions, children and more.
Watch this video for important information that can help you on your trip.
COVID-19 safety measures
- Stay home if you’re feeling sick.
- Face masks or coverings are mandatory. Wear a face mask or covering while travelling on TransHelp.
- You will be screened for symptoms of COVID-19 when booking a trip and before boarding the vehicle.
- Your driver will be wearing personal protective equipment such as gloves, mask, face shield and goggles.
- Vehicles are cleaned daily using a hospital grade disinfectant.
A TransHelp driver will help you to and from the first accessible door to the taxi or TransHelp vehicle. We call this “door-to-door” service.
Your pick-up and drop-off locations must meet these door-to-door safety and accessibility standards:
- All ramps must be clear of debris, ice and snow
- Be stable and firm
- Have railings
- Have a non-slip
- Have a slope that is not too deep
Mobility aids such as wheelchairs and scooters must meet specific size, weight, and safety guidelines.
- Weight: The total weight of the wheelchair and passenger combined must be no more than 362 kg (800 lbs).
- Size: A wheelchair base must be no larger than 76 x 127 cm (30 x 50 inches).
- Safety: Flags and other projections are not allowed.
For passengers travelling with a scooter:
- Scooters will be safely secured using the proper restraint system in a forward-facing position.
- You may move to a seat from your scooter if you are able with minimal assistance.
- Passengers remaining on their scooters will be fitted with a seatbelt that secures them to their mobility scooter.
- Passengers choosing to transfer must wear a seatbelt at all times when seated in a TransHelp vehicle.
- For safety reasons, items including bags and/or ornaments should not be placed on steering handles of the scooter or off the sides.
You may have the option to purchase a mobility device with brackets for securement. Please be aware that your driver will secure your device using only hooks that display the yellow sticker pictured as they have been tested and approved.If these stickers are not present, your driver will use a solid or welded part of your chair for securement.
A maximum combination of 2 people can travel with you on TransHelp. Let us know at the time of booking if you will be travelling with companions or support persons.
If you are able to travel on your own, your account will be charged for each friend or family member travelling with you as a companion, up to 2.
If you are unable to travel on your own some or all the time, you may be approved for travel with a support person.
If you have a Mandatory Support Person designation on your file, you must always travel with a support person.
A support person travels for free, so your account will not be charged.
All children aged 0 – 12 years must be accompanied by a parent, guardian or support person.
If the child is 0-5 years of age:
- The accompanying parent, guardian or support person must pay a fare.
- The child rides for free unless they are the registered passenger.
- If the child is 6-12 years of age, both the child and the accompanying parent, guardian or support person must pay a fare.
Children with mobility devices must follow the same rules as adults travelling with wheelchairs and scooters.
TransHelp does not require and does not provide car seats or booster seats in taxis or buses and public vehicles. A child cannot sit in a stroller while travelling. Strollers must be collapsed and safely stored during travel.
Children who weigh less than 9 kg (20 lbs) or cannot hold themselves upright must be securely held on a parent, guardian or companion’s lap. Parents, guardians or companions who cannot hold the child on their lap or care for the child while travelling must bring a support person to hold and care for the child.
Safety is our number one priority. Help keep yourself and your driver safe this winter.
Winter travel tips
- Check the forecast before you head out
- Dress for the weather
- Turn your outdoor lights on
- Clear snow and ice from your driveway, ramp and stairs
Severe Weather Day
TransHelp will declare a Severe Weather Day when ice or significant snowfall is expected to impact service. On Severe Weather Days poor road conditions can result in service delays. When a Severe Weather Day is called, an alert will be posted when you log into your TransHelp Account, and on the IVR at 905-791-1015 (press 1).
On a Severe Weather Day:
- Call your destination to make sure they’re still open
- Make sure your driveway, ramp and stairs are clear of snow and ice
- Call IVR or login online to confirm your trip details in case of delays
If you do not want to travel on a Severe Weather Day, cancel your trip at least 2 hours before the start of your pick-up window and you will not be charged the fare.
Cancel your trip online (log into your TransHelp Account)
Cancel using the IVR at 905-791-1015 (press 1)
A lost item is a personal item (e.g., cash, jewelry, a wallet or ID) that is left behind on a TransHelp vehicle.
A TransHelp employee will bring a lost item to the TransHelp Office within 24 hours of finding the item. Employees will throw away perishable food that is left behind.
Reporting and reclaiming lost items
Report the details of your lost item to TransHelp as soon as you become aware of the loss.
Choose from these options to report the loss:
- Call 905-791-1015
- Email ZZG-TransHelp@peelregion.ca
- Report via your online TransHelp account
Client Services will contact you if your item has been found.
Client Services will return the item to you only if they're satisfied that you're the owner. When you arrive to collect the item, Client Services will ask you to provide:
- Proper identification
- A precise description of the item
- Where and when the item was lost
- Proof of ownership
Unclaimed items will be disposed of after 3 months.
Certain rules apply for travelling with service animals, support animals and pets on TransHelp.
Booking your trip
When booking, tell your customer service representative that you’ll be travelling with a service or support animal or pet.
Travelling with an animal companion may affect booking a same-day flexible trip.
Traditional and non-traditional animals
Traditional service and support animals and pets are:
- guinea pigs
Animals that aren’t in this list are non-traditional.
If you want to travel with a non-traditional pet, call 905-791-1015 for approval before booking.
If you’ll be travelling outside of Peel Region, contact other specialized public transit agencies to confirm that animal companions are allowed.
Rules for travelling with animal companions
To travel on a TransHelp vehicle, a service or support animal or pet:
- Must be up-to-date on all necessary vaccinations.
- Must be free from any disease that can spread to others.
- Can sit on your lap or on the floor beside you.
- Must be on a leash or in a pet carrier while on board.
- Must stay under your care and control at all times.
- Must be tame, well-behaved and responsive to your instructions.
Aggressive or disruptive animals will not be allowed to ride TransHelp.
If another passenger is allergic or afraid of your animal, the TransHelp operator will pull over and request another vehicle.
TransHelp strictly prohibits unruly or disruptive behaviour that threatens or endangers the safety of passengers, employees or service animals.
If a passenger is disruptive, TransHelp may take one or more of the following actions:
- Reschedule or cancel the ride.
- Suspend service to the passenger.
- Require that a mandatory support person accompany the passenger for any future rides.
- Report the incident to the police.
TransHelp passengers who have experienced disruptive behaviour must contact TransHelp or emergency services to report the incident.
Update contact information, monitor account balance and transactions and cancel trips online.