HANDYDART RIDER'S GUIDE - TRANSLINK
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HandyDART Rider’s Guide
Table of Contents
Welcome to HandyDART..............................4
How HandyDART Works.............................4
Travel Training.........................................5
Fares.......................................................6
FareSavers and Compass..........................6
Trip Types................................................7
Statutory Holidays...................................8
Transfers.................................................9
Carry-on Items and Luggage......................9
Booking your Trip...................................... 10
Standby Trips.........................................12
Helpful Tips...........................................13
Making Changes to Your Trip..................... 15
Cancellation Guidelines..........................15
Automated Trip Review &
Cancellation Service.................................. 17
HandyDART Reminder Calls.....................18
Preparing for Pick-Up................................ 19
Missed Trips..........................................20
On Board Time.......................................20
Companions and Attendants...................21
Driver Assistance...................................21
Additional Assistance............................... 23
Transfer to Caregiver Assistance..............24
Guide and Service Animals.....................26
Stay Safe on Your Trip.............................26
Mobility Aids.........................................27
Three-wheeled Scooters.........................28
Transfer Chairs.......................................29
Safety for Children.................................30
Medical Assistance On Board..................30
HandyDART Customer Code of Conduct...... 31
Additional Information.............................. 33
Severe Weather Conditions.....................33
Scent Awareness....................................34
Lost and Found......................................34
Account Updates and Address Change.....34
Inactive Accounts...................................34
Contact Us................................................ 35
Contact Information...............................35
2 | Effective 2021 For more information, visit translink.ca/handydart | 3
Travel Training
Welcome to For HandyDART customers who want
to use conventional transit for part
HandyDART of their trips, Coast Mountain Bus
Company provides workshops through
community partners for seniors and
HandyDART is TransLink’s door-
people with disabilities to provide
to-door, shared-ride service for
information for independent travel. For
people who are unable to navigate
more details, call 604.953.3636. You
conventional public transit without
can also find our online travel training
assistance.
tools, such as our multilingual travel
HandyDART can assist registered training videos, at translink.ca/access.
customers who do not live near an
accessible transit route or cannot
use the accessible lift-equipped or
low floor conventional buses without
assistance. HandyDART can also
connect registered customers to
conventional bus, SkyTrain, SeaBus,
and West Coast Express.
How HandyDART Works
HandyDART drivers will meet you at
the pick-up location, help you board
the vehicle, and get you to your
destination’s first accessible exterior
door safely. Trips are provided by
specially equipped HandyDART
vehicles. Sometimes HandyDART will
use taxis as a supplemental service.
Taxi drivers are expected to provide
the same door-to-door service as
HandyDART drivers.
4 | Effective 2021 For more information, visit translink.ca/handydart | 5
Fares 604.398.2042 for more details or visit
An Adult 1-Zone fare is applied to translink.ca/handydart for detailed
each one-way trip and is equal to the instructions.
1-Zone adult fare on conventional
transit. The BC Bus Pass and CNIB Trip Types
Pass are not accepted on HandyDART. There are two types of trips on
HandyDART: Casual and Subscription.
If you are paying cash, please have
the exact amount ready, as drivers do CASUAL TRIPS are taken on a demand
not carry change. If a taxi is ordered, basis and are subject to availability.
you will pay the taxi driver the regular All casual trip requests can be made
HandyDART fare. during our regular booking hours and
may be requested up to 7 days prior to
As of October 1, 2021, concession
your travel day.
fares will be available for riders aged
13 to 18 and 65 and over.
SUBSCRIPTION TRIPS are taken when
As of September 1, 2021 riders 12 you have a standing appointment and
and under do not pay fares. need to travel between the same two
places at least once per week for 3 or
FareSavers and more months. When you first request
Compass Cards a new subscription it may take up
FareSavers can be purchased by to 2 weeks for this to be scheduled,
phone or in-person until November so please book casual trips until
15, 2021. They do not expire and will your subscription request has been
be accepted for travel indefinitely. confirmed.
Please call 604.575.6600, OPTION 7
for more details. Your trips will be booked automatically
once your subscription is scheduled.
As of October 1, 2021, Compass and If your pick-up address, day, time, or
Tap to Pay with contactless credit destination changes you will need to
cards will be available on HandyDART. request a new subscription.
Compass Cards can be purchased by If you need to cancel a casual or
phone, online, or in-person. Please subscription trip, please call no later
call Compass Customer Service at than two hours in advance. At your
6 | Effective 2021 For more information, visit translink.ca/handydart | 7
request, a subscription can also be Trip reservations for Christmas,
suspended for as long as 3 months. Boxing Day, and New Year’s Day are
accepted starting on December 1
Statutory Holidays each year.
HandyDART service operates on
statutory holidays, but service is
Transfers
Some longer distance trips may
limited. All trips are accepted on a
require a transfer, just like on the
“first come, first served” basis.
conventional transit system. As a
On statutory holidays, all subscription result, a transfer from HandyDART to
trips will be cancelled automatically HandyDART or from HandyDART to
except trips for renal dialysis and conventional transit may be required
cancer treatment. Please contact a to complete your journey. For trips
booking agent for more information at requiring transfers, the booking
604.575.6600, OPTION 1. agent can provide more clarification.
Carry-on Items and Luggage
We ask that you only bring bags or
parcels that you are comfortable
carrying yourself and holding in your
own lap, generally no more than two
bags. HandyDART drivers are not
expected to carry bags, parcels, or
luggage. If you are unable to carry
your bags or parcels by yourself,
please consider travelling with a
companion.
If you are travelling with a suitcase,
please make sure the booking agent is
aware when making the reservation as
we need to ensure there is sufficient
space available.
8 | Effective 2021 For more information, visit translink.ca/handydart | 9
Trips are available 7 days a week. The
Booking earliest pickup is 6:00 a.m. and the
last drop-off is 12:00 a.m. (midnight).
Your Trip In case of a special event such as a
wedding, a flight, or an event where
You can request a trip by calling a ticket has already been purchased,
HandyDART at 604.575.6600, you can request a ride a maximum of
OPTION 1. You can make a trip two weeks in advance.
reservation up to 7 days in advance,
but no later than 4:00 p.m. the day Please have the following
before you wish to travel. information ready for the when
you call to book your trip:
Booking Hours
• Your first and last name
Monday – Friday:
• Your HandyDART identification
8:00 a.m. – 6:00 p.m.
number
Saturday, Sunday & Holiday: • Date of your ride and your preferred
8:30 a.m. – 4:30 p.m. pick-up time or appointment time
If possible, call between 11:00 a.m. and • Pick-up and drop-off addresses
2:00 p.m. as our phone lines are not as busy and phone numbers
during these hours.
• Specific pick-up and drop-off
For customers who are deaf or hard information, such as the building
of hearing and unable to use a name, unit number and gate code
TeleTypeWriter, to discuss alternative • Additional trip details, such as
booking options please contact: which mobility aid you will use on
this trip, or if you will be travelling
E-MAIL: with a companion, attendant or
handydartfeedback@translink.ca certified service animal
• The caregivers’ details, including
MAIL: their name and phone number,
Coast Mountain Bus Company for those customers who require
Access Transit Department a transfer to caregiver
400-287 Nelson’s Court • Your Compass Card number if
New Westminster, BC V3L 0E7 paying with a Compass Card that
is different than the one on your
10 | Effective 2021 HandyDART
For client
more information, account
visit translink.ca/handydart | 11
If you are booking a trip to get to an Helpful Tips
appointment, we will allow extra time
for you to get from the HandyDART RESERVATIONS
vehicle to your destination inside the • You can schedule multiple trips
building. for one day, but they must be
While HandyDART makes every effort scheduled at least 45 minutes
to accommodate all requests, it is apart. For example, after you are
not always possible. Sometimes trips dropped off at your destination,
cannot be accommodated. In this case, your next trip pick-up time must be
we will offer you an alternative time at least 45 minutes later.
rather than deny your request. This • A booking agent will confirm the
alternative time may be up to one hour appointment times, dates, and
before or after the time of your original addresses. Please ensure all
request. information is correct during the
confirmation.
If the above steps still do not result in a
solution, you can choose to be placed • Trip availability is highest between
on a waitlist for the trip. This list will 10:00 a.m. to 1:30 p.m. and after
be reviewed regularly, and if a ride 5:00 p.m. It is therefore recom-
becomes available a booking agent will mended that, when you can, please
contact you to confirm the details. book your trips during those times.
• If you own more than one type of
Standby Trips mobility aid, let the booking agent
If a trip is requested after 4:00 p.m. know which one you will use on this
the day before you wish to travel, it trip. If you get a new mobility aid,
is considered standby and cannot be ask the booking agent to update
guaranteed. A standby trip means the your information.
trip may become available due to late
cancellations or changes so you may
receive confirmation with short notice.
12 | Effective 2021 For more information, visit translink.ca/handydart | 13
PICK-UP/DROP-OFF
• HandyDART vehicles may stop only
at designated spots within major
Making Changes
shopping malls, hospitals, colleges, to Your Trip
and other popular locations. Check
with your booking agent so you also
know where to expect the driver to Contact a HandyDART booking
pick you up for the return ride. agent if you need to change your
trip. Every effort will be made to
• If you need additional assistance, accommodate changes, but it may not
be sure to have your attendant travel be possible. If your request cannot be
with you. If you live within a gated accommodated, please let us know if
community, please provide the gate you would like to keep or cancel the
code when registering. original trip. HandyDART dispatchers
• You are expected to be ready for and drivers cannot make trip changes
HandyDART from the beginning upon pick-up or during a trip.
of the pick-up window, but you
are not required to be ready if the Cancellation Guidelines
HandyDART arrives before the Cancellations must be made at least
pick-up window starts. 2 hours prior to your trip, but we
• HandyDART drivers cannot leave ask that you cancel any unwanted
sight of their vehicle. If you are rides as early as possible so that we
travelling from a program or public can reassign the trip space to other
facility, staff should assist you with customers who may require the
preparing to wait for the driver in service. Cancel your ride by calling
the main lobby. 604.575.6600, OPTION 2. This line
• The HandyDART driver will provide is available 24 hours a day. If you do
service from the exterior accessible not reach an agent, you can leave a
door of your origin location to the voice message with your name and all
exterior accessible door of your of the trip details at this number and
destination. your trip will be cancelled. Please also
advise if you wish to cancel all or only
one part of your journey.
14 | Effective 2021 For more information, visit translink.ca/handydart | 15
Please note that there are penalties Automated Trip Review
for frequently cancelling less than and Cancellation Service
two hours prior to your trip. You can HandyDART has an automated phone
avoid these penalties by cancelling as service that is available 24 hours a
early as possible. More information day and 7 days a week.
on the penalties and appeals process
is available on request. Caregivers The HandyDART Automated Trip
and guardians also need to follow Review and Cancellation Service
this policy. When you don’t take your is designed to allow you to quickly
outbound trip, your return trip is review your trip information and
automatically cancelled. Please advise cancel trip requests. If you are
if you still need the return trip. interested in using the service please
call 604.575.6600, OPTION 5 to
register. We will provide more details
about how to use this service once
you have registered.
16 | Effective 2021 For more information, visit translink.ca/handydart | 17HandyDART
Preparing for
Reminder Calls Pick-Up
You will receive two automated
reminder calls for your trip. HandyDART has a 30-minute window
These can be made to any phone for pick-up. This means that you
number you choose. should be ready 15 minutes prior to
your scheduled pick-up time. Please
A ‘DAY BEFORE’ reminder is made
ensure you have your payment method
between 5:00 p.m. and 8:00 p.m.
with you (or Compass Card starting
the night before to remind you of
October 1, 2021). If the driver has
the next day’s trip. This call will
not arrived 15 minutes after your
provide you an option to cancel if
pick-up time, please call HandyDART at
the ride is no longer required.
604.575.6600, OPTION 3 for ‘Where’s
A ‘SAME DAY’ reminder is made My Ride?’ information.
approximately 10 minutes
If a HandyDART driver arrives within
prior to HandyDART arrival
your pick-up window and you are not
at your pick-up location. You
ready to depart, the driver can only
may cancel the reminder call
wait five minutes before they need to
by speaking with a booking
proceed to their next pick-up. When the
agent. Subscription trips do not
driver arrives, they will contact you by
automatically receive reminder
ringing the doorbell or intercom.
calls, but this can be changed
on request. If possible, we If there are multiple entrances to the
recommend you provide a cell building, please confirm the designated
phone number for these calls. entrance to meet at when making the
reservation. You may wait inside the
building for the arrival of HandyDART.
HandyDART may send a taxi in place of
a HandyDART vehicle. If a taxi is sent
instead, your automated notification
18 | Effective 2021 For more information, visit translink.ca/handydart | 19will include this information. Please Companions and Attendants
pay the taxi driver the same fare A companion is a family member
you would pay if the trip was being or friend travelling with you on
delivered in a HandyDART vehicle. As of HandyDART. Companions will have to
October 1, 2021, you can also present pay a regular HandyDART fare. Children
your Compass Card to the driver and 12 and under traveling as a companion
they will note the last 4 digits of do not have to pay a fare. For children
your card. The cost of the trip will be under 9, you will be expected to
deducted from your Compass Card the provide appropriate CSA approved
next day when you tap your Compass child securement (car seat or booster
Card on a card reader (on HandyDART, seat).
bus, fare gate, or Compass Vending
Machine). Those eligible to act as attendants
are adults who provide additional
Missed Trips assistance inside buildings. Attendants
A “missed trip” is when a HandyDART ride for free on HandyDART. Other
vehicle arrives after the 30-minute registered customers cannot travel as
window and you choose not to take attendants.
this trip. Please let us know if you are
You and your companion or attendant
making alternate arrangements and
must be picked up and dropped off
will still need the return trip, as the
at the same location. Please advise
return trip is automatically cancelled
the booking agent if a companion or
in cases of missed trips.
attendant will be travelling with you to
On Board Trip Time ensure that space is available.
HandyDART is a shared-ride public
transportation service and other
Driver Assistance
The driver will provide limited door-to-
passengers may be picked up or
door assistance, including:
dropped off during your trip; however,
we make every effort to minimize your • Provide safe transportation
time on board. For further information
• Be courteous and professional
about on board time for individual
trips, please speak with a booking • Collect the exact fare when you are
picked up. Drivers can help to tap
agent.
Compass Cards if needed.
20 | Effective 2021 For more information, visit translink.ca/handydart | 21• Hold your wheelchair or walker
steady for you and assist you with a
transfer to and from your wheelchair
Additional
or walker to a seat in the vehicle Assistance
• Ensure mobility devices such
as wheelchairs or scooters are You may be required to travel with an
appropriately secured using attendant if:
approved devices
• Confirm everyone is seated and • You are unable to be left alone
safely secured before moving the • You are unable to travel
vehicle independently beyond the pick-up
or drop-off location
The Driver CANNOT: • You use a wheelchair and must travel
• Make change for fares up or down more than one step
• Assist you with getting dressed • You are travelling on rough or
uneven terrain or any other condition
• Lift you, or carry your mobility
that presents a safety hazard
device, such as a wheelchair or
walker, up or down stairs • You require more assistance than
the door-to-door service provided
• Transport a customer in a
by HandyDART drivers
transfer chair
Care providers of customers with
• Transport a customer in a
cognitive and/or physical disabilities
wheelchair without footrests
who require full-time supervision must
if you are not able to propel
ensure that someone takes personal
yourself
responsibility for the customer.
• Enter a building; drivers are HandyDART drivers cannot act as an
not permitted to leave their attendant for the customer; especially
vehicles out of sight when driving. An attendant needs
• Page you at a facility to travel with the customer unless
• Wait for more than 5 minutes HandyDART staff and the guardian of
within the pick-up window the customer agree it is unnecessary.
22 | Effective 2021 For more information, visit translink.ca/handydart | 23Transfer to Caregiver file. If the schedule permits
Some customers are able to a second drop-off can be
travel without an attendant but rescheduled. The drop-off will
cannot be left unattended at their be at a time and location that
destination. These customers can best suits the HandyDART’s
request a Transfer to Caregiver route.
designation. A Mobility Aid code • If our staff are unable to contact
of “99” will be added to their file. the caregiver or emergency
In these cases, a caregiver must contacts, the customer will
always be available to receive remain on the bus, and
the customer at every scheduled HandyDART will contact the
destination. Customers will have authorities to assist with the
the same door-to-door service customer.
with these additional conditions:
• If the caregiver has missed
• A caregiver must be at the the transfer, it is their
drop-off location to physically responsibility to do their best
receive the customer. to contact HandyDART as soon
HandyDART is a shared-ride as possible and be prepared
service and travel times may to arrange an alternate pick-up
vary making it difficult to at a location that HandyDART
estimate accurate drop-off offers. If a HandyDART is not
times. available, the caregiver will
need to arrange alternate
• If the caregiver is not at the
transportation. Please
drop-off location, the operator
remember this is to ensure the
can only wait 5 minutes before
safety of our customers and is
having to continue with their
not intended to inconvenience
schedule. The customer will
anyone. However, a failure
then be kept on board the
by the caregiver to meet this
HandyDART vehicle and our
responsibility will result in
staff will call the emergency
the necessity of an attendant
contact(s) on the customer’s
24 | Effective 2021 For more information, visit translink.ca/handydart | 25Mobility Aids
to accompany the customer
for all trips. If no attendant HandyDART will make every
is available, service cannot attempt to accommodate standard
be provided. If the customer wheelchairs, scooters, and other
is always travelling with an mobility devices. Due to the lift
attendant, the Transfer to specifications, these devices cannot
Caregiver designation will be exceed 122 cm (48”) in length and 94
automatically removed. cm (37”) in width.
For customers needing assistance
on the lift, the combined weight of
Guide and Service Dogs the customer and the mobility device
Animals are not permitted on must not exceed 250 kg (550 lbs) in
HandyDART vehicles, except for order to account for the weight of the
certified guide/service dogs travelling operator. If the customer can safely
with their handlers. ride up the lift independently, the
combined weight of the customer and
The customer should be prepared the mobility device must not exceed
to show proof of certification when 360 kg (800 lbs).
required.
Anyone with a mobility device
exceeding these measurements may
be refused transportation. Please
Stay Safe on Your Trip
check with HandyDART Customer
All customers are required to use Service at 604.575.6600, OPTION 5
a seat belt or other appropriate prior to booking your trip if you have
securement. Customers should any concerns about your mobility
never undo securement belts or device meeting these standards.
stand up when the vehicle is in
motion. Failure to follow these Manual wheelchairs must have
safety rules could lead to service footrests unless the customer is able
suspension. to get to and from the bus unassisted,
by propelling themselves, or their feet
are unable to reach the ground.
26 | Effective 2021 For more information, visit translink.ca/handydart | 27For your safety, it is recommended strap of the passenger restraint
that all wheelchairs have footrests and system provided in the vehicle to
lap belts. ensure the safety of all passengers.
All wheelchairs must have securement
points that allow for safe and proper Transfer Chairs
securement. HandyDART cannot Transfer chairs are designed for
transport broken mobility devices transferring people short distances
or devices without working brakes. over smooth surfaces, and mainly
Equipment should be clean, safe, indoors. The main difference between
and in good working condition before a standard wheelchair and a transfer
travelling. chair is that standard wheelchairs
are designed with large wheels so
If space is available, you may choose that the user can self-propel, while
to move to a seat or remain seated on transfer chairs have small wheels
your mobility device. and are designed to be pushed from
behind by someone else. HandyDART
Three-Wheeled Scooters does not allow customers to be seated
HandyDART takes your safety on the transfer chair while on the
seriously. It is recommended that HandyDART lift, vehicle, or to and from
customers using three-wheeled the vehicles. The construction of the
scooters dismount from their mobility transfer chair and wheel size do not
device and be secured in a vehicle allow for safe transportation while
seat with the scooter strapped traveling with HandyDART. However,
separately in the vehicle. This is customers are able to request that
safer for the customer and the other their transfer chair accompany them
passengers. on their journey. The transfer chair
will be loaded separately and secured
If a customer wishes to remain seated safely.
in their scooter for the duration of
their trip, they may do so with the
understanding that this is a less safe
option. Customers who remain seated
in their scooter are expected to wear
both the lap-seatbelt and shoulder
28 | Effective 2021 For more information, visit translink.ca/handydart | 29Safety For Children
Children under the age of 9 must use a
CSA-approved infant, child or booster
Customer
seat that meets the requirements of Code of Conduct
their age and size, supplied by the
accompanying adult.
HandyDART’s Customer Code of
HandyDART cannot store the device for Conduct is to ensure the safety and
your return trip. security of all HandyDART users and
staff. HandyDART customers have the
HandyDART does not provide pre- right to travel on HandyDART with
school or school bus service to personal comfort and safety, and
primary or secondary schools, without the threat of physical or verbal
private schools, or trips to programs abuse.
where other government funded
transportation is available. The following represents a list of some
of the unacceptable conduct when
Medical Assistance On Board using HandyDART services:
HandyDART drivers are trained to
assist customers with mobility issues • Profanity and/or offensive language
and are not trained paramedics. If you • Distracting the driver or other
have a medical emergency, the driver unsafe behaviour such as pushing
is required to contact emergency or jostling when travelling on
services quickly to assist you. HandyDART, or getting on or off the
HandyDART vehicle, or removing
your seatbelt
• Discourteous treatment, physical
violence, threats, intimidation,
and or harassment toward other
customers and/or drivers
• Consuming alcohol or illegal drugs
• Displaying discriminatory behaviour
30 | Effective 2021 For more information, visit translink.ca/handydart | 31• Throwing objects in or out of the
vehicle
Additional
• Failure to follow directions from the
driver Information
• Inappropriate gestures/touching
• Loud audio Severe Weather Conditions
• Smoking or vaping HandyDART will reduce the level of
service delivery to ‘Essential Service
• Consumption of food or beverages Only’ in all cases where passenger
If any inappropriate conduct or safety could be compromised by
behaviour that jeopardizes the safety anticipated severe weather condi-
of customers or staff is exhibited tions. ‘Essential Service Only’ means
at any time while travelling on that HandyDART will only provide
HandyDART, the individual (customer, transportation for those attending
companion and/or attendant) may be renal dialysis or cancer treatments.
removed from the vehicle. Suspension All other booked rides in the area
of service and/or the requirement affected by the severe weather condi-
to have an attendant accompany the tions will be automatically cancelled
customer when using HandyDART may when ‘Essential Service Only’ levels
be imposed. take effect. As soon as HandyDART
determines that a service area will be
‘Essential Service Only’, automated
phone calls are made to all customers
who have a booked ride in that area
on that day to notify them.
With anticipated severe weather con-
ditions, you can find out if HandyDART
is operating at ‘Essential Service Only’
levels by calling 604.575.6600. This
information is also distributed by
most radio stations, and online at
translink.ca/alerts.
32 | Effective 2021 For more information, visit translink.ca/handydart | 33Scent Awareness
Please avoid using scented products,
as scents can cause allergic or other
negative reactions to others on board. Contact Us
Lost and Found
Please call 604.575.6600, OPTION 5 Contact Information
to report lost items. MAIL:
HandyDART
Account Updates and 400-287 Nelson’s Court
Address Changes New Westminster, BC V3L 0E7
Please note that it is your EMAIL:
responsibility to ensure that all handydartservice@translink.ca
customer information is up to PHONE:
date and correct. Please notify us 604-575-6600
immediately of any account and/ 1-844-475-6600 (Toll-Free)
or address changes by calling
604.575.6600, OPTION 4. Press 1 to Book, Confirm or Change
a Ride
Inactive Accounts Press 2 to Cancel a Ride
Please note that registered HandyDART
Press 3 to find out “Where is My
customers who do not use the
Ride?”
HandyDART service for a period of 1 year
will automatically be marked as inactive Press 4 for Registration & Taxi Saver
and will need to be re-activated, should Information
the service be needed again. Press 5 for Customer Inquiries
If the account has been inactive for more Press 6 for Customer Feedback
than 5 years you may need to complete Press 7 for Fare Sales
a new application.
Press 8 for HandyDART Trip Review &
Cancellation Service
For more information about Press 9 for HandyDART Updates
HandyDART, please call us or visit HANDYDART FEEDBACK EMAIL:
translink.ca/handydart. handydartfeedback@translink.ca
34 | Effective 2021 For more information, visit translink.ca/handydart | 3536 | Effective 2021
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