DARTS

Call returns

ATS and/or DARTS staff advises passengers at the time of booking if their trip qualifies for call return. The requested trip is then booked for a call return or another agreed upon pick-up time.

Call return trips are available to passengers when the length of their appointment is not known at the time of the trip reservation such as:

• Doctor/ Specialist appointments
• Medical/ Laboratory tests
• Dialysis appointments (existing subscriptions only)
• Court appearances

When the appointment is over, passengers call 905-529-1717 to speak with the Dispatcher who sends the first available vehicle. If a vehicle is not available, you will have an extended wait for your return trip.

Appointments with a specific start and end time do not qualify for call return. These include:

• Dental appointments
• Massage therapy
• Physiotherapy
• Chiropractic visits
• Lawyer/ Legal appointments
• Business appointments (such as Tax Returns)
• School or other examinations
• Recreational activities (i.e. swimming lessons)

ATS and/or DARTS staff has the final decision where disagreements about qualifying trips occur. 

Cancellations

To cancel your trip with DARTS:

• Call 905-529-1717
• Online at DARTS Web

Cancel as early as possible so that DARTS can offer trips to other customers and to avoid exceeding the allowable cancellation limits.

Subscription trips

• If you go to the same place every week, request a subscription trip so DARTS automatically comes every week to pick you up.
• You book subscription trips by calling DARTS at 905-529-1717 or online.
• Approval is subject to availability. You must reserve rides day by day until you receive approval.
• Subscription trips are cancelled on Statutory Holidays. If you still need to travel on these dates, you must call DARTS Reservations to book your trip.

Service interruptions

DARTS cancels service due to snow, ice or dangerous road conditions. Watch local TV stations, listen to the radio or visit DARTS Web for service cancellations.

One support person can travel with you for free on DARTS. A passenger must have medical certification on file with ATS stating that they require a support person before their trip.

• Passengers who travel occasionally with a support person must inform Reservations if a support person is required for each trip.
• Passengers who register as requiring a support person at all times must be accompanied for all trips and may not travel alone on DARTS.
• A support person must accompany all children and students under the age of 12 on DARTS.
• You can travel with a companion who does not have medical certification but they must pay the HSR fare.

If there is a safety risk to a passenger being left alone at their destination, register the passenger as “Do Not Leave Unattended”. The passenger may travel independently on DARTS; however a caregiver must be at every destination to receive the passenger.

• ATS Support Person ID Card Application (PDF, 208.55 KB)
• More information about HSR's Support Persons ID Card

DARTS drivers assist passengers with wheelchairs up or down one step only, to and from an accessible entrance. If you need greater assistance at your pick-up or drop-off points, you must arrange for a support person to help you.

• Scooters must have a lap belt.
• Wheelchairs must have a lap belt and footrests.
• Scooters and wheelchairs must not be larger than 76 cm (30 inches) wide by 122 cm (48 inches) long.
• DARTS buses equipped with a lift can accommodate a maximum weights of 363 kg (800 lbs).

Call ATS Customer Service at 905-529-1212 to report changes to your personal information, including:

• Address
• Telephone number
• Emergency contact information
• Mobility status (seat code)
• Fare type

Your personal information must be up-to-date. You may have to reapply if your information is not up to date or you have not used DARTS within a 12 month period.

DARTS vehicles are equipped with automated video surveillance cameras. Personal information is being collected under the authority of Section 11.11 of the City of Hamilton Act, 1999; S.O. 1999, c. 14, Sched. C. and Section 227 the Municipal Act, 2001; S.O. 2001, c. 25, for the purpose of protecting employees and operators, the public, and DARTS’ assets, including assisting with risk management and insurance.