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This content is intended for the public covered by the exceptions of the Charter of the French language and its regulations. If you read on, you confirm that you fall within one of these exceptions.
Helpful tips

Driver arrival
 
Upon his arrival, the driver will ring your doorbell and mention your name. If you are in a multi-unit building (high-rise apartment, residence, office tower, etc.), we ask that you wait in the lobby.
 
The driver is not authorized to use an elevator or the inside stairs to pick you up or to bring you back to your floor. If you are in a public place, you must wait in the area indicated at the time of  your reservation and make sure you are visible to the driver. If there are several doors to the building, make sure to specify the exact location when placing your reservation.
 
Pick-up time

Picture 30 minutes pick-up time

The Dispatch Centre always confirms a 30-minute time slot for a pick-up.

Be ready at the beginning of this period so as not to delay or miss your boarding, and thus penalize other guests.

The driver is not authorized to wait for you or change your reservation.
 
Arrival at the destination
 
The arrival time slot will be within 30 minutes of your requested time. For example, if you request an 8:00 a.m. arrival, your arrival time will take place between  7:30 a.m. and  8:00 a.m. Specific times cannot be guaranteed.
  
You are responsible for checking the operating hours of your destination to make sure it is open at the start of your arrival time slot.
 
 
Help provided by the driver
 
This is limited to the assistance required to get you in and out of the vehicle. You can depend on the driver’s help for the following :
Make sure you know in advance the accessibility status of the buildings you will be visiting.

If you use a manual wheelchair and there is no access ramp, or if there are more than three (3) consecutive steps to go up, you must be able to clear this obstacle on your own or with the help of someone other than the driver.

If you are wheelchair bound, an access ramp is required at the origin and destination.

 

 
1 - 3 STEPS
MORE THAN 3 STEPS
Person in manual
wheelchair)
Help from the driver (user and mobility aid)
Must be able to climb up and down on your own, or with the help of someone other than the driver

Non-transferable person in wheelchair
There must absolutely be an access ramp at the point of origin and destination
 
Drivers are not allowed to accept tips.
 
 
Locations accessibility
 
The access ramp must be in good condition and compliant with established standards. A location must be accessible at all times for getting on and off. The trip may be cancelled if a location is deemed unsafe..
 

image of a wheelchair
Maintenance of building entrances and exits
 

Building entrances and exits must be kept free of snow and ice in winter, otherwise the trip may be cancelled unless you are able to get to the vehicle on your own.

 

 
 
Use of a manual wheelchair
 
If you use a manual wheelchair and you take a standard taxi, you must
be able to transfer from your wheelchair to the taxi seat without help from the driver or an attendant.

The driver will place the wheelchair in the trunk. If you are unable to do so, your trips will always have to be by minibus or wheelchair-accessible taxi.
  
Photo of a driver putting a wheelchair in the trunk of the taxi
 
Punctuality
 
The RTL is committed to providing on-time service, but given the nature of the trips, following the schedule requires a certain amount of flexibility on the part of the user.
 
Always wait for the end of the pick-up time slot before reporting a delay.
  
If no vehicle came to pick you up, report tht delay :
  • To the Reservations Centre at
    450 670-2992    , option 1, menu 2 (travel info)

  • Using the Interactive Voice Response (IVR) system at
    450 670-2992    , option 4.
  • Using the automated service on our web site
 
Lost or found items
 
Should you forget an item  in a paratransit vehicle, please contact the Reservations Center at  450 670-2992, option 1, menu 2.
 
If an object is found, Customer Service will contact you to arrange pick up at the Longueuil terminal ticket counter.
 
The RTL is not responsible for lost or forgotten items in a paratransit vehicle.