The things people ask before they book

Two hours is comfortable for a seated local trip, and we take same-day requests whenever a vehicle is free. Stretcher transfers and out-of-town journeys need more lead time — a day for stretchers, about a week for long distance. If your notice is shorter than that, call dispatch anyway. We would rather try than have you cancel an appointment.

Yes, and most of our bookings work that way. Family members, friends, support workers, discharge planners and clinic staff all book with us. We ask for the passenger's details and yours, so we know who to call if something changes on the day.

A coordinator reviews it and contacts you to confirm — usually within thirty minutes during office hours, and always before the trip. Confirmation includes the pickup window, the vehicle type and what the trip will cost. Nothing is final until you have that.

Yes. We hold standing schedules for dialysis, oncology, infusion and rehabilitation programmes. You set it up once and only contact us when something changes. Recurring routes are assigned to the same small group of attendants wherever scheduling allows.

No, and this is an important difference. We provide scheduled, non-emergency transportation. Our attendants are trained in first aid, CPR and safe patient transfer, but they are not paramedics and we do not provide clinical monitoring, medication or emergency care en route. If someone needs medical attention right now, call 911.

At the door, and usually past it. Our standard is door-through-door: we come to the residence or the room, help with coats, bags, keys and stairs, and walk the passenger to the clinic desk on arrival. For stretcher transfers it is bed to bed.

One companion travels free on every trip. If more than one person needs to come, tell us at booking and we will send a vehicle with the seats for it where we can.

Passengers travelling with their own portable oxygen are welcome, and lines, tubes and catheters are not a barrier to booking. Tell us at booking so the crew plans the transfer and secures equipment properly. What we cannot do is manage or adjust clinical equipment during the trip.

Every attendant completes standard first aid and CPR level C, safe transfer and lifting technique, wheelchair securement, dementia-aware communication and accessible customer service training before their first solo shift. They also complete a police record check including the vulnerable sector screening.

It depends on the mobility level, the distance and whether you need wait-and-return. We quote every trip before you confirm it, and the quote includes everything — there is no separate charge for a companion, for stairs on a standard flight, or for the equipment we said we would bring. Call dispatch for a quote in a couple of minutes.

Provincial health insurance does not generally cover non-emergency medical transportation for people living in the community. Some private and employer benefit plans, extended health plans, veterans' benefits, WSIB claims and long-term care programmes do contribute. We provide itemised receipts and can invoice an insurer or facility directly where an account exists.

Individuals can pay by credit card, debit or e-transfer, either at the time of booking or after the trip. Facilities and organisations with an account are invoiced monthly on a single consolidated statement.

Yes. Account partners get a direct dispatch line, committed pickup windows, standing recurring routes, consolidated monthly invoicing and a named coordinator. Most accounts are set up within a week. Start with the partner enquiry form or call the facility line.

Yes. We carry commercial vehicle and general liability coverage, and we provide certificates of insurance, driver abstracts, vehicle inspection records, training records and vulnerable-sector screening confirmations to account partners on request.

Account partners get committed windows rather than open-ended promises. For units with predictable discharge patterns we hold recurring daily windows, which is usually faster than requesting trip by trip.