On-Request app

1. Download the YRT On-Request app for free in the App Store or Google Play
2. Open the app and enter your phone number or password
3. You will need to select the service type (On-Request, On-Request Local or On-Request GO) of the area you are located in/need to be picked up from before booking your ride
4. Refer to the table below to find the service type of the service area you are located in/need to be picked
5. You can book a ride on the day you need it or book up to a day in advance
6. Request a pick-up or drop-off time
7. Get picked up at your curb
8. Pay your YRT fare
9. Get dropped off at your scheduled location within the service area
10. Use your two-hour transfer to connect with other YRT routes

*On-Request trip planning options are also available when using the Transit and Citymapper apps.

Book Your Trip Using the Online Booking System

1. Go to YRT On-Request Booking System
2. Enter your phone number or password
3. You will need to select the service type (On-Request, On-Request Local or On-Request GO) of the area you are located in/need to be picked up from before booking your ride
4. Refer to the table below to find the service type of the service area you are located in/need to be picked
5. You can book a ride on the day you need it or book up to a day in advance
6. Request a pick-up or drop-off time

7. Get picked up at your curb

8. Pay your YRT fare

9. Get dropped off at your scheduled location within the service area

10. Use your two-hour transfer to connect with other YRT routes

*On-Request trip planning options are also available when using the Transit and Citymapper apps.

To book your trip by phone call 1-888-762-2950, press 2 and a Customer Service Representative will assist you.

Have the following information ready to provide:

1. Your exact pick-up and destination address

2. The date and time of your trip

3. The number of people travelling

Trips may occur anytime during service hours. Request the next available trip or pre-book a pick-up or drop-off anywhere from 45 minutes to one day in advance. For pre-bookings, your trip will be scheduled with a 15-minute pick-up window.

Please remember that once scheduling is completed, your requested time may change (within the booking window). 

When can I book my trips?

YRT On-Request offers two booking options to maximize rider convenience:

1. Search for the soonest available pick-up time from the moment the request is submitted
2. Request a trip anywhere from 45 minutes to one day in advance. Decide if you want to be picked up at a certain time or if you want to arrive at your destination by a certain time. For an arrival request, your pick-up time will be determined based on trip distance and travel time

What if I don’t have a mobile device to book a trip with the app?

You can book a trip using the YRT On-Request Booking System or by calling 1-888-762-2950, press 2 and a Customer Service Representative will assist you.

Note: Ride times may be updated to accommodate other riders. Please check the YRT On-Request app for the most up-to-date pick-up time. Although this feature is only available through the app, all riders will receive text message updates (when applicable) when the vehicle is 30, 15 and 5 minutes away, and upon arrival. For riders who cannot receive text messages, please be ready at the time or window communicated to you over the phone by our Customer Service Representative.

What service type do I select when booking in the app?

When booking a trip using the YRT On-Request app or YRT Booking System, you will need to select from one of three service types: On-Request, On-Request Local or On-Request GO. Please see below for a list of service types:

Is there a waiting period after I book my trip?

When booking next available pick-up, an exact time is provided. You will receive update notifications by text message when your ride is 15 minutes away, 5 minutes away and upon arrival.

For advance bookings, a 15-minute pick-up window will be provided at the time of booking. The app will provide text message notifications when your vehicle is 30 minutes away, 15 minutes away, 5 minutes away and upon arrival.

What if I need to transfer between On-Request services?

If your journey spans more than one On-Request service area, Customer Service Representatives will assist with trip planning using all available On-Request services and YRT routes. Our goal is to provide you with the best available travel plan.

If you are connecting to a YRT route or other On-Request service, please use our pre-booking option and request an arrival time at the required bus stop or drop-off location. Remember to consider traffic delays, road conditions, etc. when selecting your arrival time. If you are travelling on a YRT route that is running late, please call 1-888-762-2950, press 2 to reschedule your connecting On-Request trip.

Can I save my favourite destinations?

Is On-Request service for everyone or only Paratransit clients?

How do I recognize the correct vehicle if there is more than one?

Look for the driver’s license plate number on your app. It is also included in all same-day text message notifications sent in advance of the vehicle's arrival. 

Can I bring shopping bags or boxes?

Yes, riders are welcome to bring a maximum of four shopping bags on the trip. There is a bag limit in place so that we can offer everyone a comfortable shared journey with adequate space. Please ensure each shopping bag weighs less than 10 pounds.

Our vehicles cannot accommodate big boxed items. Small boxes that are similar in size to shopping bags are fine. The same 10-pound maximum weight applies.

The total number of bags or small boxes cannot exceed four items.

Do I tip my driver?

No, you do not tip. Although it is similar to a ride share/taxi service, this is a public transit service.

Why can’t I message my driver?