Frequently Asked Questions

Who are we?

Wroute is a new and exciting passenger service offering safe, environmentally conscious transportation between destinations across Waterloo Region and Guelph for an economical value. We are committed to customer safety and satisfaction while minimizing our carbon footprint. Travel in style with our top of the line Tesla fleet and feel good doing it!

What do we provide? 

Wroute is pleased to offer both scheduled service between fixed stations, as well as a zone-based shared door-to-door service.

How can I access your service?

Visit us at reservations.wroute.com and an account will be created for you when you book your first journey with us. View our schedules, book a trip, pay and confirm your reservation. You can also call us at 1-888-WROUTE-1.

Why should I use your service?

Wroute offers a safe, professional alternative to travel between city centers. All our cars are operated by highly trained service allowing you to relax in comfort and enjoy your commute at a reasonable price.

How much is your service? 

Our prices on each leg of the journey range between $10-15 depending on where you begin your journey with us and how far you would like to travel.  Transferring at a hub, longer trips add up to $20-30 in total.
 
Where are you located?

For station-based services, you’ll find our stations located at key transit facilities and the destinations demanded by our partners.

Our door-to-door zones cover the whole of the cities we serve, allowing you to make your own preferred address (home, a nearby café, or any one-time destination) our location for serving you directly.

Door-to-door hubs are established in accordance with our partners to facilitate easy commuting for their colleagues.
 
Lost and found

All items found will be transported back to our office.  If you believe that you have lost an item during your trip, please call Wroute @ 1-888-WROUTE-1 to report it as soon as possible.  Wroute assumes no responsibilities for lost or stolen articles, and may limit the time period during which articles will be stored.

What if I’m not happy with my service?

Wroute strives to give every customer an excellent experience and a safe one.  We recognise that customer feedback and input helps us to provide the best service possible. If you have any concerns or accolades about your vehicle operator or our vehicles, please reach out to us by phone at 1-888-WROUTE-1 or email customerexperience@wroute.com.

When should I be at my stop?

We recommend that you arrive 5 minutes before your designated departure time at scheduled stations. For shared door-to-door service, please be ready to board during the pick up period – our team will work to provide you with a shorter pick up period for your address.  Unfortunately, we cannot wait for clients running late as we have an obligation to our other clients to get them to their destination on time. 


Are you insured?

Yes, our fleet and vehicle operators are all insured, licensed, and regulated under the standards set in Ontario and each of the municipalities we serve. 

Can I get a discount?

The Wroute Wriders Club is our membership program that allows you to enjoy a standing discount based on the monthly fee associated with your preferred membership tier.  Visit wroute.com/membership for more details.


Do we run on snow days 

Safety is always our top priority, so we sometimes close during severe weather, or proactively when it is expected.  You can check our social media or call our office to find out.  Often, school bus service status in the areas we serve is a good indication.  Take care when booking return trips to manage the risk of a closure during your return


Do you run on Statutory holidays? 

We provide our vehicle operators and administrative staff with statutory holidays off.   This reflects the significant drop in demand on these days, and allows our awesome team to be rewarded with this important time at home.


What forms of payment do you accept?

We accept credit card payments through our online reservations system.  Prepayment allows our service to remain efficient, safe, and convenient.  Local by-laws also prevent us from accepting cash for our services. 

Can I charter a trip for a private event?

Private charters are an option we are considering at some point in the future. But for the time being we are not able to be booked for private events.

I booked a ride but need to cancel, can I get a refund?

For your security, we do not store credit card numbers.  So, the only way a refund can be processed is by phone.  You may also decide to move your ticket to another time.  If you are unable to reach us by phone in advance of your trip, please send an email to customerexperience@wroute.com, which will both alert us and serve as a time stamp.  After the reservation cut-off time, refunds and ticket movements are no longer available, as other passengers have not had the opportunity to be served by the seat you had planned to occupy.

Can I eat/drink/smoke in the car?

As a courtesy to other passengers we ask that you refrain from eating or drinking while in our vehicles. Smoking is not permitted at any time within our vehicles by either staff or passengers.

Do you have room for my bike?

We have room for 2 bikes per trip. Cyclists must be prepared to help load and secure their bikes.

How much luggage can I bring with me?

Each customer may bring one carry-on (sized according to airline standards) free of charge. Any piece of subsequent carry-on luggage will cost $5 each. Any larger luggage will cost an additional $20, as we must remove seat capacity from fellow passengers to accommodate it.

Can I bring my Therapy / service dog?

Registered service dogs are always welcome in Wroute vehicles. Please let us know when booking your trip that your service dog will be accompanying you.


Can I get picked up/dropped off at my home/office?

Yes, Wroute offers shared door-to-door services.  Simply select the zone you are travelling from, and provide the address where you need service.
 
Can I rate my driver?

Yes!  We appreciate all feedback on your driver and your experience.  Wroute is very interested in your opinion and any suggestions you may have to make our service better.

How many people can you transport in one trip?

We have room for 6 passengers at a time.

Should I tip my driver?

The best tip for your driver is a smile and a positive review! We will be rewarding our drivers for good service and this is a great way to support them.

I heard that your cars are equipped with cameras. Is this true and who has access to the video?


To support the safety of both our vehicle operators and our passengers, we do record video both inside and outside of our vehicles.  The footage is viewed by our team in case of an incident or dispute.  This footage may be shared with local police or other authorities when appropriately requested. While we welcome you to take pictures of our cars and your trip, we ask that you respect the rights of other passengers by asking permission to take personal videos or images that may include a fellow passenger.

Stop Waiting, Start Moving

Rather than build your day around your travel options, our frequent and flexible service lets you fit Wroute into your day.

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