HandyDART Modernization Program

Compass is now available on HandyDART for easier and more convenient payments. With Compass, customers will be able to pay for trips with a Compass Card or by tapping a contactless payment card or mobile wallet.

Compass Cards are reloadable farecards that can be used when taking transit within the region. They can be loaded with Stored Value or with prepaid passes like a Monthly Pass or a DayPass. When paying with Stored Value, HandyDART customers will receive the same discount as using FareSavers.

Compass Benefits

• Easy-to-use: Compass makes it easier to pay with a tap of your card. Your attendant or HandyDART driver can help you tap if you need assistance.

• Convenient: Never worry about your balance or renewing a Monthly Pass with the AutoLoad feature.

• Flexible: Access HandyDART, bus, SeaBus, SkyTrain, and West Coast Express with a single card

• Secure: Register your card to protect your balance in case your card is lost or stolen.

Age-based discounts (Concession fares) are now available for HandyDART customers aged 13 to 18 and 65 and over, which match the fares on conventional transit.

Approximately 70 to 75% of HandyDART customers now pay less in fares, and the rest pay the same as today.

As part of this update, HandyDART customers have access to additional fare products currently available on conventional transit, including DayPasses.

Introducing Compass and matching HandyDART fares with conventional transit is more equitable and allows customers to more easily travel between HandyDART and the bus, SeaBus, SkyTrain, and West Coast Express. 

Fare Products Effective Oct. 1 2021

TransLink’s Board of Directors approved a recommendation to update the HandyDART application process to include an optional personal consultation.

Personal consultations will provide a better understanding of an applicant’s needs and abilities and ensure they are matched with the best travel options. The original proposal was revised following community feedback and we’re moving forward with the following recommendation for new HandyDART applicants:

• Introduce an optional personal consultation, while giving an applicant the choice to have their own medical authority provide the required information if they do not wish to participate in a personal consultation. Current and active HandyDART customers would not be required to go through this process.

• Include an expedited application process for applicants aged 85 and over with a disability and for those applying for temporary access to HandyDART service.

• Introduce conditional eligibility to match an applicant’s ability to the best transit options. For example, whether the applicant is unable to use conventional transit only in inclement weather.

• Expand travel training and educational opportunities to help HandyDART customers better understand the conventional transit system.

This new application process will help TransLink better meet the diverse needs of applicants and provide an improved customer experience. It will be implemented in 2023 at the earliest.

In addition to the existing telephone booking system, online booking will be introduced, which would give HandyDART customers another convenient way to book their trips.

Public Engagement (March 29 to April 25, 2021)

• Requested public feedback on potential changes to the HandyDART registration process and fare structure, and how TransLink can best support customer transition to Compass.

Care Homes and Day Programs Compass Engagement (May 3 to 7, 2021)

• Engaged care home and day program staff who purchase, distribute, and assist clients. We implemented changes to address feedback.

Share Engagement Report (June 2021)

• Shared the results of the HandyDART Modernization Program public engagement.

TransLink Board Meeting (June 17, 2021)

• TransLink’s Board of Directors reviewed the results of the public engagement, and approved changes to the registration process and fares.

Compass Customer Adoption Campaign (Summer 2021)

• TransLink will reach out and share information on how to get a Compass Card, how to load fares on it, and how to use it for travel on HandyDART and conventional transit.

• Current and registering customers will receive a package of resources and instructions for obtaining and making the most of their Compass Card.

Compass Card and New Fare Structure Implementation (Oct. 1, 2021)

• Compass Card and the new fare structure was implemented on Oct. 1, 2021. 

New Application Process Implementation (2023 at the earliest)

• TransLink's Board of Directors approved a recommendation to update an optional personal consultation.

• TransLink will work closely with stakeholders to design the new application process that would be implemented in 2023 at the earliest.

The HandyDART Modernization Program is the result of work and consultations with the HandyDART Users Advisory Committee, frontline HandyDART staff, and customers. It builds upon the recommendation of the Transit Fare Review and 2017 Custom Transit Service Delivery Review and is a continuation of our ongoing efforts to improve HandyDART service and customer experience.

HandyDART Modernization Program public engagement took place from March 29 to April 25, 2021. Thank you to everyone who took the time to provide us with feedback.

We heard from current and future HandyDART or HandyCard customers, caregivers, and those who work with people who have disabilities. Feedback will inform potential registration and fare changes, how we roll out Compass, and how we communicate with customers.

Read the Customer & Stakeholder Engagement: Executive Summary and the full Engagement Summary Report.