Scheduling a ride with Guelph Mobility Service

Dispatch hours and contact information

Call 519-822-1811 extension 2801, TTY 519-837-5731 to schedule a ride.

Service hours

Monday  Saturday: 5:45 a.m. – 12:15 a.m.
Sunday: 9:15 a.m.  6:45 p.m.
Statutory holidays: 9:15 a.m. – 6:45 p.m.

Dispatch hours

Monday – Friday: 8 a.m. – 9 p.m.
Saturdays: 8 a.m. – 9 p.m.
Sundays: 10 a.m. – 4 p.m.

Scheduling a ride

Booking requests may be made seven days in advance, and up to three hours before the end of service on the day before the preferred day of travel. Same day service is subject to availability. Please note that trips are booked in the order in which they are received, and are on a first call, first schedule basis. The passenger must speak directly with a dispatcher to schedule a new trip, or modify a pre-booked trip.

Drivers provide assistance from a street-level-door-to-a-street-level-door, but will not enter a building past the second set of doors or assist passengers with stairs if there is more than one stair at the pick-up or drop-off location. Attendants and companions can accompany passengers on Mobility Services if additional assistance is required. Please view the fares section for information on attendants and companions.

The following information is required when booking a trip on Mobility Services:

  • Name and registration number.
  • Date of required transportation. 
  • Pick-up address.
  • Drop-off address. Please confirm that the drop-off location is accessible prior to scheduling a ride.
  • Preferred arrival time.
  • Return trip information, if required. Please plan adequate time between appointments.
  • Attendant or companion information. Please view the fares section for information regarding attendant and companion fares. 
  • What mobility device (if any) will be used.
  • If a service animal will be used.

Passengers should be ready and waiting at the accessible door (e.g. lobby of apartment building or medical facility 10 minutes prior to the scheduled pick-up time). Please note that the Mobility Services vehicle can be delayed as a result of traffic and road conditions.

Passengers are asked to contact Mobility Services dispatch office immediately, and either speak with a dispatcher or leave a message on the voicemail, if they will be delayed arriving at their pick-up location. Drivers will wait up to a maximum of three minutes past the scheduled departure time before leaving.

Cancellations

If a passengers needs to cancel a ride, they must contact the Mobility Services dispatch office immediately, and no later than one hour prior to the scheduled trip time. Cancellations can be left on the Mobility Services dispatch voicemail. When calling to cancel service, please have the following information available:

  • Name and Mobility Registration number;
  • The scheduled date for service;
  • The scheduled pick-up time; and
  • Return trip information, if this is also being cancelled.

Penalty for no-show

A “no-show” is when a passenger is not at the pick-up location at the scheduled time, or a passenger no longer wants the ride but has not called Mobility Services dispatch office to cancel. Please note that associated return trips are automatically cancelled.

Mobility Services will place a note on a passenger’s file indicating that they have failed to show up for a scheduled pick-up. A letter will be mailed to the passenger and a $5 fee will be invoiced to the passenger for any subsequent “no-shows”.

Specialized bookings

Mobility Services also allows for specialized bookings for passengers with regular transportation needs as a subscription booking, and for groups wishing to book service for multiple passengers.

Subscription bookings

A subscription booking is a permanently scheduled ride for a medical appointment only. The day of the week, time, pick-up and drop-off location must remain consistent. Passengers can contact Mobility Services dispatch to arrange for a subscription booking.

Group bookings

Mobility Services prioritizes service for individual registered passengers, with service on a first call, first schedule basis. Organizations wishing to arrange transportation for group activities may contact Mobility Services to inquire if service is available for their preferred booking date and time. A minimum of two weeks notice must be provided, and service is not guaranteed.

Please note that Guelph Transit can assist with the coordination of a charter service, which guarantees dedicated service for a pre-planned group booking. There is an hourly fee associated with booking this type of service on a mobility or conventional bus. A minimum of two weeks’ notice is also required when booking a charter service. Please contact Guelph Transit’s administration office at 519-822-1811, or email transit@guelph.ca for more information.