Grand River Transit (GRT) completed a review of its MobilityPLUS specialized service in 2020.

These changes will ensure that we're compliant with the Accessibility for Ontarians with Disabilities Act (AODA). They will also help us ensure equal access to MobilityPLUS services for all MobilityPLUS customers.

The following changes have been approved by Regional Council and will take effect on Tuesday, Feb. 23, 2021:

  • Any MobilityPLUS customer can book a trip for any reason and bookings will be on a first come, first served basis. This will ensure equal access to MobilityPLUS service for all MobilityPLUS customers and accommodate more people in need of the service.
    • All subscription trips can be booked up to seven days in advance.
    • All on demand trips can be booked up to three days in advance.
    • The purpose of a trip will no longer determine the priority of booking.
    • Subscription trips can be booked for any type of repeating trip.
  • To accommodate more availability for on demand trips, a cap will be placed on the number of subscription trips that can be booked.
  • The winter eligibility period will expand to include the months of November and April. Winter approvals will therefore cover the period of November 1 – April 30.
  • To accommodate more same day trips, the trip cancellation deadline will increase from one hour to two hours. This means customers will be required to call two hours in advance to cancel a trip.

New features in 2021

GRT will also launch two new features in 2021 so customers can better access and manage their rides. They include:

  • Ride notifications – Customers will have the option to subscribe to reminders of upcoming trips. Ride notifications are available by either text, email or phone call.
  • Online booking – Customers can choose to book and manage their rides themselves online.

Future changes

MobilityPLUS customers will also be able to provide feedback on two other recommendations later this year:

  • Creating more MobilityPLUS eligibility categories. This will better accommodate customers who need service under conditions other than winter, such as in summer months.
  • Customers requiring regular dialysis appointments will be required to apply to MobilityPLUS service. If approved, trips would be booked through the same process as all other MobilityPLUS customers. This will ensure equal access to the service for all.

Read the report to Regional Council on the changes

Read the MobilityPLUS Service Review Final Recommendations Report Executive Summary

Frequently asked questions

1. Why are you shortening how far in advance I can book my trips? 

To reduce the number of no shows and help ensure more customers can access MobilityPLUS service when they need it. When a customer forgets about a trip they booked, the trip is lost and not available to anyone else. This change reduces the chance a customer will forget about a trip they have booked and creates more trips that are available for other customers.
2. Will medical, post secondary, and employment bookings still be prioritized?
No. These changes mean all MobilityPLUS customers have equal priority and ensures equal access to the service for all customers regardless of the type of trip they are taking.
3. I wasn’t able to book a subscription trip because of the cap on subscriptions. Can I try booking an on demand trip?
Yes. If a subscription trip is not available, you can try booking an on demand trip. On demand trips can be booked three days in advance of the date you wish to travel.
4. I am a seasonal rider, will my winter eligibility period automatically be extended to include the months of November and April?
Yes. All seasonal customers will have their eligibility window changed to November 1 – April 30 automatically.
5. Do I need a new MobilityPLUS ID card that reflects the extended winter eligibility period?
Yes, your MobilityPLUS ID card will need to reflect the new end dates. To get a new card, you may visit one of our Customer Service Centres, or if we have your photo on file, call us at 519-585-7597 Ext. 7345
6. What types of trips can I book as subscription trips?
Any regular, recurring trip for at least a six-week period can be booked as a subscription trip. This will ensure equal access to MobilityPLUS service for all MobilityPLUS customers.

NOTE: Due to COVID-19 all new subscription bookings are currently on hold.

7. Will I lose the subscription trips I already have booked and have to subscribe again?
Any existing subscription trips you have booked already will be honoured. When you want to rebook the new changes will apply.

NOTE: Due to COVID-19 all new subscription bookings are currently on hold.

8. If I cancel one subscription trip, does that mean all my subscription trips are cancelled?
No. All other subscription trips you have will remain booked.
9. How far in advance can I book a subscription trip?
You can book a subscription trip 7 days in advance of your first trip in a series. Booking is based on availability.
10. When will I be able to book subscription trips again?
Due to COVID-19 all new subscription bookings are currently suspended. There is no confirmed date for when subscription bookings will resume at this time.
11. Will there be changes to the no show/late cancellation policies?

The definitions of No Shows and Late Cancellations and the policies will not change at this time.

The process for cancelling a trip will not change, but you must cancel at least two hours before your scheduled pickup window. This will create more available same-day trips for other customers.

12. What if I need to cancel but MobilityPLUS Dispatch isn’t open yet?
You should still call to cancel at least two hours before your scheduled pickup window. Your call will be forwarded to GRT Customer Service and your cancellation will be processed. This will prevent it being recorded as a No Show or Late Cancel.

Frequently asked questions for MobilityPLUS customers receiving dialysis treatments

 1. What does “first come, first served” mean? 

First come, first served means a customer’s request for rides will be managed in the order in which they are received. Bookings are no longer prioritized based on the purpose of the trip. This will ensure compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and make sure all MobilityPLUS customers are treated equally. 

 2. How will “first come, first served” affect MobilityPLUS customers receiving dialysis treatments?

MobilityPLUS customers who require rides to dialysis treatments will request trips using the same process as all other MobilityPLUS customers.

 3. Will “first come, first served” start on February 23 for MobilityPLUS customers on dialysis? 

No. GRT is still in the process of reviewing MobililtyPLUS changes as they relate to customers with rides to dialysis treatments.

4. After February 23, how do I apply for MobilityPLUS if I am a dialysis patient?

GRT will communicate how and when the application process for MobilityPLUS customers will change. At this time, there is no change for customers receiving dialysis treatments.

5. What will happen to current dialysis subscription trips?
GRT will honour any existing subscription trips you have booked already. NOTE: Due to COVID-19, all new subscription bookings are currently on hold.
6. How long will a subscription last, for example one month, several months, etc.?
GRT will communicate any changes to the length of subscription trips once determined. 
7. Will a cap on subscription trips affect my ability to book subscription trips to and/or from my dialysis appointments?

GRT will communicate any changes and their impact once determined.

8. What does “Creating more MobilityPLUS eligibility conditions” mean and how will that affect MobilityPLUS customers receiving dialysis treatments?

Creating more MobilityPLUS eligibility conditions will help accommodate customers who are able to use conventional transit part of the year, but may need door-to-door service under specific circumstances, for example during summer months due to high temperatures and humidity. GRT is reviewing additional eligibility conditions and will communicate how any changes will affect MobilityPLUS customers.