zoom for answer General Questions
zoom for answer How will HandyDART service change on January 1st?
You will continue to call the same number you have been calling to book a trip and speak to the same friendly staff.

A few changes you will notice in January are:
  • Extended booking hours: 8:00 am to 6:00 pm on weekdays and 8:30am – 4:30pm and weekends and holidays.
  • One service provider (MVT Canadian Bus, Inc.) for the entire region for consistent, seamless transportation service across Metro Vancouver.
  • New uniforms and identification cards for the drivers. All drivers will now be wearing the same uniform and will have identification cards with their name and picture to for greater passenger assurance.
  • Improved customer service, with a focus on greater availability of rides and safety.
  • More vehicles on the road and enhanced service hours.
  • Extended booking schedule - trip reservations can be made from one to seven days in advance of your travel date.
  • FareSavers will be sold through FareDealer locations (e.g. Safeway, London Drugs). Vendor locations can be found on TransLink’s website www.translink.bc.ca or call 604-453-4490. Drivers will continue to sell Fare Savers for a few months until the transition is complete.
  • Taxi Saver coupons books will now be available by mail through CMBC and will not be sold by HandyDART contractors. Further information and order forms will be distributed in December.
zoom for answer What changes will happen before the spring?
  • Convenient, centralized trip scheduling with one number calling: on January 1st you will continue to call the same number to book your trips. As the centralized call centre comes into effect, all current booking numbers will be slowly phased out. In late January, the number you call will directly transfer you to the new call centre. By the end of February, all service areas will be operated by one centralized number and staff taking calls at one centralized location.
  • On-board computers called Mobile Data Terminals (MDTs) will be on every HandyDART vehicle to improve communications with drivers in the field. There are already more than 100 installed and functioning in HandyDART vehicles at this point.
  • New technology will enhance communication with the customer by sending customers automated notification, such as :
    • Notifications of trip cancellations due to weather.
    • A 24 hour reminder calls to the client of their scheduled trip arrival time.
    • A customer call to notify that the driver will shortly arrive (approximately 10 minutes in advance).
zoom for answer How will TransLink and MVT update my information in the new system?
Registered HandyDART customers have been sent letters requesting information. Please respond to this letter if you have received it. If you are a registered passenger and have NOT received a letter, please immediately call (604) 453-4634 to have one sent to you.
zoom for answer Will I have to register with MVT?
No. All current registered users, who have returned their updated information, will be directly transferred to MVT. No new registration with MVT will be necessary.
zoom for answer What are MVT’s eligibility requirements?
The eligibility policy has not changed. Any person with physical or cognitive disabilities who are unable to use public transit without assistance are eligible for HandyDart services for Metro Vancouver.
zoom for answer Will medical trips still be a priority?
Yes.
zoom for answer Will leisure trips still be available?
Yes. As MVT enhances the systems efficiencies, more leisure trips will be available.
zoom for answer What is the earliest pickup time?
6:00 a.m.
zoom for answer What is the latest drop off time?
Midnight.
zoom for answer Will I still have to transfer from zone to zone?
The majority of trips will be provided on one bus with the same driver. Transfers should be significantly reduced.
zoom for answer Will fare boundaries still exist?
Yes. For now fare boundaries will remain exactly as they are.
zoom for answer Why did TransLink hire an American company instead of a Canadian company?
MVT Canadian Bus Inc. is a Canadian subsidiary of an American parent company. Approximately 98% of the MVT employees who will be running the HandyDart services for Metro Vancouver are Canadian citizens. MVT has hired a great majority of the existing employees who all met MVT and TransLink standards as part of MVT’s commitment to HandyDART customers.
zoom for answer Will my mobility aid fit on the new vehicles?
Yes. Mobility aid specifications for HandyDART will not change. The mobility device must not be more than 94cm wide, 122 cm long, and total weight with the passenger must not be more than 364kg (800 lbs).
zoom for answer What time can I expect my driver to arrive?
Please be ready to be picked up 15 minutes before your scheduled trip. The driver may arrive 15 minutes before or 15 minutes after your scheduled trip time.
zoom for answer Do I call the same number to book my trip and to cancel my trip?
Yes. Please continue to call the same number until you are notified otherwise. For cancels, please remember to call as soon as possible, but no less than 2 hours before your scheduled trip time. Pickups that are cancelled, or missed by the passenger, cause the return trip to be automatically cancelled as well.
zoom for answer Can my attendant still ride with me? What about escorts?
Yes. Attendants that are required to assist a registered HandyDART passenger can still ride for free. Attendants must be picked up and dropped off at the same locations as the registered passenger. Escorts may also ride, but they must also pay the fare.
zoom for answer Since service is being described as more accessible and seamless,
     will I get to ride on my own vehicle?
HandyDART is a shared ride service that is part of a public transit system, and as such you will often ride with other passengers.
zoom for answer Will the fare for HandyDART change?
No. Fares will not change.
zoom for answer Where will the Call Centre be located?
The Central Call Centre will be located at the Surrey office in Cloverdale, given its ideal layout to accommodate such an operation. We expect the call centre to be up and running by early March 2009 (until that time, these functions will remain at the operating locations where they currently reside). MVT will be setting up certain accommodations like an employee shuttle for those potential Call Centre employees that currently work North of the Fraser.