Trip types and options

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, December 6, you would book your trip by 7 p.m. on Wednesday, December 5.

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. If you are unable to answer, we will leave a message confirming the pick-up window.

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.

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.

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 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.

Booking 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 (for example, Wheel-Trans, Mobility Plus, or care-A-van).
• 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.

Since transfers to connecting transit agencies are time sensitive, trips to transfer points for cross-boundary travel are booked based on what time you need to be at the transfer point. To meet the demands of the connection, requested pick-up times may be adjusted. Please confirm your booking details with a customer service representative at 905-791-1015 when travelling to a transfer point.

If you have questions about booking a cross-boundary trip, email TransHelp or call 905-791-1015.

The province of Ontario’s One Fare program provides eligible transit riders with free transfers when connecting between transit systems.

One Fare has expanded the program to give TransHelp passengers free transfers when booking trips connecting to and from Humber College, Kipling Station, or GO Transit transfer points.

You won’t be charged for the transfer at these locations.

Arranging for a free transfer

You can arrange for a free transfer to these locations when you book a trip.

When booking a trip online, select or tap the "transfer trip" drop down, then choose the Humber College, Kipling Station, or GO Transit transfer point location.

When booking a trip over the phone, tell the customer service representative you’re transferring at any of the approved locations.

While we’re hoping to add more transfer points to the One Fare program, currently free transfers only apply to connections to Humber College, Kipling Station, or GO Transit.

Most service delays and late pick-ups happen during peak travel times. Peak travel options will help us manage our resources more effectively, so we can provide you with better service.

With travel options, if you call to book a trip for a travel time that already has more than 40 trips, we'll offer you an alternative time 15 minutes before or after your desired time.

For example, if you want to book a 9 a.m. trip and we're already at capacity for that time slot, we might offer you travel times of 8:30, 8:45, 9:15, or 9:30, depending on how many other passengers are travelling at those times.

Alternative travel times are offered in 15-minute intervals. We'll never offer an alternative time that's more than 30 minutes before or after your requested travel time.

You don't need to accept any alternative time provided. When you book, we'll tell you whether or not your trip may be delayed due to service demand at the specific time you booked.

As we roll out peak travel options, remember:

• To book early. You can book your trip up to 7 days in advance.
• The option to book online. Peak travel options are not yet available online.
• Your 30-minute pick-up window will stay the same. Please be ready to go at the start of your pick-up window.