Handi-Van FAQs
1. What are Handi-Van’s (HV) operating hours?
Monday to Friday - Service from: 7:30 a.m. to 10:30 p.m.
Saturday – Service from: 9:00 a.m. to 10:30 p.m.
Sunday –Service from: 9:00 a.m. to 5:30 p.m.
2. How far in advance can I book my HV trip and what is the minimum notice required?
We recommend making your booking as early as possible or at least 48 hours in advance. Bookings can be made up to 1 (one) month in advance. We will accept bookings at all times subject to availability. We encourage that, if possible, you book your appointments between 10:00 and 2:00 p.m. as the vans are at peak capacity from 8:00 to 9:30 a.m. and again between 2:30 and 3:45 p.m.
3. Why isn’t there a waiting list kept by dispatchers for booking requests?
Dispatchers try to accommodate and do keep a list or requests. Unfortunately last minute cancelations and “no- shows” does not allow for flexibility to anyone waiting for a trip.
4. Can I book HV for shopping trips?
Yes. We provide door-to-door service to any location within City of Burlington boundaries.
5. Why does HV start later than regular transit on weekends?
Currently, there is no indication of demand for earlier service on weekends. If however, we receive more requests for earlier weekend service we would make plans to accommodate our operating hours in order to accommodate passenger’s needs.
6. How do I book a return trip from a medical appointment if I don’t know how long it will take?
Medical offices will give you some indication of how long you will be if they know you are arranging HV transportation. If the appointment goes longer than expected, we will re-arrange a pick up as soon as possible. At this time, we do not have the resources to initiate a “call return” program such as the one offered by DARTS service.
7. What do I do if the HV comes before I am finished my medical appointment?
Whenever possible, please phone and advise us that your appointment is running late and we will advise the van driver not to come for you at the scheduled time. If you have not advised us of this, the driver will wait for several minutes and then leave to continue on with their schedule. If this happens to you, please phone us and we will fit you in to the schedule as soon we are able.
8. How do I find out about HV service cancellations due to winter storm conditions?
On snow days we communicate with our drivers and staff in the cities Roads and Parks Maintenance Department to keep us informed of how the road conditions are going to affect our service. We start by cancelling non-essential trips (i.e. shopping trips.) In this instance, all booked clients will receive a phone call from dispatch. If however, you are already at an appointment when a cancellation is announced, we will make sure you get your return trip. Cancelations will also be posted on the Burlington Transit webpage as well as listed under the Winter Control Update section on the City of Burlington’s main corporate web-page.
9. Can I bring a friend on board with me? If yes, do they have to pay?
Our policy allows you to bring one companion with you and yes, they are required to pay the $2.75 fare to ride.
10. Can I cancel a ride or confirm a ride on-line?
We are not presently set up for automated booking and cancelations. This is an expensive program and we do not currently have the resources at this time to implement this service.
11. Can I purchase HV tickets anywhere else than on board from the drivers?
Handi-Van tickets are available from the drivers and at the Downtown Transit Terminal (located at 410 John St.) You may also mail a cheque to the Burlington Transit office at 3332 Harvester Rd, Burlington, ON
L7N-3M8 and we will send the tickets to you by mail.
12. Why aren’t there bus passes for HV users?
With the implementation of the AODA Transportation Standards (2010) All fare media will be available to HV customers.
13. How come there is no discount for bulk purchase of HV tickets?
Handi-Van is a specialized door to door service much like the way taxi services operate. Due to this, we cannot apply the same standard business practices as that of conventional transit service.