Using Mobility Services

Mobility Services is a shared-ride service, which means other passengers may be picked up along the way. Travel times can range from 20 to 60 minutes, depending on traffic and stops.

Pick-up window

Be ready for your scheduled pick-up time. We try to arrive at your scheduled pick-up time, but sometimes the bus may be up to 15 minutes late because of traffic or other delays.

When the bus arrives, the driver will wait three minutes. If you are not ready, the trip will be marked as a no-show and the driver will leave.

Accessibility at your location

Keep walkways and driveways clear of snow, ice, and obstacles. Bus operators must be able to escort you safely to the vehicle, or you will need to make alternate arrangements for your trip.

Driver assistance

Drivers will assist from the street-level door to the first accessible entrance but cannot enter buildings. If you need additional assistance, please bring a support person.

Safety requirements

• Everyone must wear a seatbelt and use wheelchair restraints unless you have medical approval not to.
• Mobility aids should be in good working condition and meet these size and weight limits:
  • Width: 86.4 centimetres (34 inches)
  • Length: 101.6 centimetres (40 inches)
  • Combined weight of the device and user: 273 kilograms (600 pounds)
• Scooters must be secured for safety. Passengers may be asked to move to a seat during the trip.

Passenger guidelines

To keep trips safe and comfortable for everyone:

• No food or drink is permitted on buses
• No skis, toboggans, snowboards, wagons, bicycles, e-bikes or scooters are permitted on buses
• No playing radios unless using headphones
• No swearing or use of profane or discriminatory language
• No smoking or vaping permitted on buses or in shelters in accordance with City of Guelph bylaws
• Shoes and shirts must always be worn on the bus; inline skates cannot be worn on the bus

Support persons and companions

• If you need help during your trip, you may bring a support person.
• Registered Mobility Services users with a Personal Assistant for Leisure Activities (PAL) Card can bring one support person at no charge.
  • To learn more or apply for a PAL Card, visit the Fee assistance
• Companions who are not acting as a support person must book a seat and pay the regular fare.
• Support persons and companions must board and exit the bus with you and be able to assist without help from the driver.

Service animals

• Guide dogs and service animals are welcome.
• For the safety of all customers, an animal may need to be removed if it is behaving in an unsafe manner.

Items and parcels

• You may bring up to three grocery bags or parcels.
• Drivers cannot carry items for you.
• Firearms, weapons, chemicals, and flammable materials are not allowed.

Fares

Mobility Services uses the same fares as conventional Guelph Transit services. For details on cash fares, passes, and discounts, visit the Fares page.

Taxi trips

Sometimes Mobility Services uses accessible taxis to help meet demand for medical appointments. If your trip is to be completed by taxi, we’ll notify you. If you book directly with a taxi company, you pay the full meter fare.

If you are a registered Mobility Services user and require the use of a wheelchair or scooter, you may be eligible for the taxiSCRIP program. For more information, visit the taxiSCRIP page.