Accessible Transit

DARTS

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Using the Accessible Transportation Services shared-ride service on DARTS

DARTS is a shared-ride service. You will not always be the only person on board. Please allow for adequate time to reach your destination.
Passengers must be ready and waiting at the start of the 15 minute pick up window. DARTS may arrive between 15 minutes before or 15 minutes after the negotiated pick up time.
When drivers arrive early, they must wait until the start of the passenger’s 15 minute pick up window.
Drivers will wait for five minutes only. If the passenger is not ready to leave, a cancellation will be recorded. For information about allowable cancellation limits, please refer to the Accessible Transportation Services Excessive Cancellations and No Shows Policy.
If a vehicle has not arrived by the end of your pickup window, call 905-529-1717 to report a late vehicle.
More information about using the service can be found in the Accessible Transportation Services User Guide(PDF, 202.11 KB). If you need this guide in an accessible alternative format, please contact ATS at 905-529-1212.

No-Show and Cancellation Policy

If you are attending a medical appointment and you cannot give DARTS a specific time for your trip home, you may request a “Call Return”. When your appointment is finished, call DARTS at 905-529-1717 for call returns. Depending on vehicle availability, you may have an extended wait for your trip.

Cancellations

For advance and same day cancellations, call DARTS at 905-529-1717. Cancellations may also be made through DARTS Web.

Please cancel as early as possible to assist DARTS in accommodating other trip requests, and to avoid exceeding the allowable cancellation limits. Trips can be cancelled as early as 14 days in advance. To avoid a late cancellation record, please cancel your trip no later than 4:30 pm the day before.

Subscription trips

If you make routine trips for the same time and destination each week, DARTS may be able to arrange a “subscription” trip. DARTS will arrive automatically, eliminating the need to call weekly to make reservations.

Call DARTS at 905-529-1717 to place a request for subscription trips. Subscriptions are approved only if space is available. You will need to reserve rides day by day if your subscription trips cannot be accommodated.

Subscription trips, except for trips to dialysis, are automatically cancelled on statutory holidays, Easter Monday, and the August Civic Holiday. If you still need to travel on these dates, you must call DARTS reservations to book your trips.

Service interruptions

In the interest of safety, DARTS will cancel service due to snow, ice, or dangerous road conditions. Service interruptions are announced on local television and radio, on the internet at www.dartstransit.com, and in the DARTS opening message when you call 905-529-1717.

DARTS drivers assist passengers from door-to-door, but they do not provide any on-board care or assist passengers beyond the accessible entrance of their destination. A support person may be required for further assistance. One (1) support person may travel on DARTS vehicles for free with a registered passenger. Medical certification for a support person must be registered in advance with ATS. The support person must be capable of meeting the needs of the individual with a disability during travel and/or at their destination.

Passengers who travel occasionally with a support person must inform DARTS Reservations if a support person is required for each trip.

Passengers who register as always requiring a support person MUST be accompanied for all trips and may not travel alone on DARTS vehicles.
No medical certification is necessary to travel with a companion, but companions are required to pay the applicable HSR/ ATS fare.
If there is a safety risk to the passenger being left alone at their destination, ATS may 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.

For more information about travelling with a support person or about the “Do Not Leave Unattended” designation, please speak to ATS staff at 905- 529-1212 or refer to the ATS User Guide(PDF, 202.11 KB).

DARTS drivers will 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, please arrange for a support person to help you.

DARTS vehicles accommodate mobility devices up to 30 inches (76 cm) wide and 48 inches (122 cm) long. DARTS vehicles accommodate a maximum weight of 800 pounds (363 kg).

Passengers using wheelchairs must have both a lap belt and footrests installed. Passengers using power scooters must have a lap belt. Any exceptions to this rule require medical documentation to be provided to ATS. Passengers using scooters should transfer to a seat on the vehicle. Please call ATS at 905-529-1212 if you have any questions about travelling with your wheelchair or power scooter.

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 and Section 227 of the Municipal Act, 2001 for the purpose of protecting employees, operators, and the public, protecting the assets of the City and its contractors, and assisting with risk management and insurance matters such as investigations related to a claim or incident.

Questions about this collection should be directed to:

Manager of Accessible Transportation Services
71 Main Street West
Hamilton, ON L8P 4Y5
Phone: 905-529-1212
Fax: 905-679-7305
Email: [email protected]

The fares for riding on DARTS are the same as the fares for riding on HSR. Companions pay the same HSR fare according to their age. A support person rides for free with medical certification preapproved by ATS.

Get your PRESTO Card today

A one-time fee of $4 will get you a card and many benefits, including:

A 2-hour transfer window.
Load any dollar amount (5¢ or more) online or by using the PRESTO mobile app, or in-person at any Fortinos or Shoppers Drug Mart across Hamilton, the Hunter Street GO Station and participating Municipal Service Centres.
Create a PRESTO account and protect your balance. If your card is ever lost or stolen, the balance can be transferred to a replacement card.
Set a minimum amount with PRESTO and your money will Autoload from a credit or debit card onto your PRESTO card so you always have enough to travel.

PRESTO E-Tickets

If you have a smartphone (iOS or Android) and a credit card, you can pay with PRESTO E-Tickets.

PRESTO E-Tickets are the same price as a single ride on a PRESTO card and provide the same 2-hour transfer window.
Download the free app at hamilton.ca/PRESTO

Download at App Store Download at Google Play

The City of Hamilton has an Accessible Transportation Service Policy - Trip No Shows, Late Cancellations and Excessive Cancellations(PDF, 158.58 KB) in place to avoid recurring cancellations or when clients do not show up at the agreed pick up location and time.

To avoid exceeding limits under the ATS-DARTS No-Show and Cancellation Policy:

Advance cancellations must be made by 4:30 pm the day before service by calling DARTS at 905-529-1717
If you don’t need a ride, cancel it as early as possible. You can cancel your rides up to 14 days in advance.
Cancel your subscription trips if you are not regularly using them. You may place your subscription rides on hold for up to six weeks.

If you would like to give us your feedback, please call the Accessible Transportation Services customer service line, available weekdays between 8:30 am to 4:30 pm and closed on holidays.

If the line is busy or you’re calling outside of business hours, you can leave a voice mail message. You can also send an email to [email protected]

Make a reservation online

Online at DARTS Web

DARTS Web is an online system that allows you to make reservations, check and cancel your own trips. To register for DARTS Web, please call DARTS at 905-529-1717.

Once registered, go to www.dartstransit.com to sign on to Web Booking and “Where is My Ride?”. You can also download the “Where Is My Ride?” app for your cell phone from Google Play (online features may not be available to passengers with special travel conditions on file).

Waiting list for DARTS

If a vehicle is unavailable at the reservation time you request, you can be waitlisted.
DARTS will only contact you if a spot opens up. You can call DARTS to ask where you are on the waiting list.
Being on the waiting list does not guarantee you a trip. If DARTS is unable to accommodate your trip you will need to find another ride, such as through the Taxi Scrip program.

By Phone

Call 905-529-1717

When calling, provide the following information:

Name
DARTS Passenger Number
Date you need a ride
Time you want to be picked up
Your appointment time
Your pick up address and accessible entrance
Your destination address
Your return time
If you are traveling with a mobility device, service animal, companion or support person

Please confirm all your information at the end of your call.

Date modified

March 17, 2025

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