Emergency Ride Home Frequently Asked Questions

What is Emergency Ride Home?
Emergency Ride Home provides commuters at Smart Commute workplaces with reimbursement for transportation used during unplanned events and emergencies. Emergency Ride Home is like an insurance policy for sustainable commuting; it gives commuters peace of mind when they choose carpooling, vanpooling, public transit, cycling and walking. Commuters who use a sustainable mode of travel to commute are eligible to have their emergency travel costs reimbursed.

Commuters arrange the transportation that is most convenient during the emergency. Commuters may choose any transportation mode that suits their needs, including taxis, public transportation, shuttles or rental cars. Commuters may use more than one type of transportation during an emergency; combining multiple types may reduce transportation costs. Commuters may travel to more than one location, and final destinations other than homes are allowed.

Smart Commute reimburses commuters to a maximum of $75.00.

Commuters are responsible for all costs incurred above this limit. Commuters cover all costs up-front when transportation is required; Smart Commute will reimburse claims, but cannot pay for transportation up-front.

Commuters request reimbursements at www.emergency.smartcommute.ca. Commuters must retain all receipts, and are responsible for submitting all information required by Smart Commute to verify claims. Claims without receipts will not be reimbursed under any circumstances.

Once the claim is reviewed and verified by Smart Commute, commuters will be mailed a cheque at the address provided.

Am I covered by Emergency Ride Home?
You are covered by Emergency Ride Home if:

  • You are employed at a Smart Commute workplace.
  • Your Smart Commute workplace is enrolled in Emergency Ride Home.
  • You used a sustainable commuting mode the day you had an emergency.
  • Sustainable commuting modes include carpooling, vanpooling, public transit, cycling, or any other alternative to single-occupant vehicle travel.
  • If you are not sure whether your workplace is covered by Emergency Ride Home, please check the dropdown employer list on the Emergency Ride Home reimbursement form here. If your employer is on this list, you are eligible, provided you used a sustainable commuting mode the day you had an emergency.

    What kinds of situations qualify for Emergency Ride Home reimbursement?
    Unplanned situations and emergencies are covered by Emergency Ride Home. The following situations qualify for reimbursement:

    • Personal or family illness, accident, injury or emergency situation.
    • Unscheduled overtime, approved by a supervisor.
    • Unplanned absence of a carpooling partner due to his or her having to leave early or stay late unexpectedly.
    • Smart Commute reserves the right to track individual usage and verify the reason for rides. Smart Commute reserves the right to deny reimbursement.

    What kinds of situations do not qualify for Emergency Ride Home reimbursement?
    Situations where travel could have been arranged in advance are not covered. Other situations that are not covered include, but are not limited to:

    • Pre-planned overtime known to commuters.
    • Overtime performed without a manager request.
    • Pre-planned medical or personal appointments.
    • Pre-planned or known absence of a carpool partner.
    • Business travel.
    • Personal errands.
    • Missed transit connections.
    • Transit delays or cancellations.
    • Weather-related emergencies.
    • Natural disasters.
    • Building closures.
    • Power outages.
    • Smart Commute reserves the right to track individual usage and verify the reason for rides. Smart Commute reserves the right to deny reimbursement.

    Do I need to register for Emergency Ride Home?
    No registration is required. After using emergency transportation, go back to to submit a claim for reimbursement. Ensure all fields are completed and receipts are submitted to ensure a smooth verification process.

    What transportation can I use to get home?
    Commuters may choose any transportation mode that suits their needs during an emergency, including taxis, public transportation, shuttles or rental cars. Commuters may use more than one type of transportation during an emergency; combining multiple types may reduce transportation costs. Smart Commute reimburses commuters to a maximum of $75. Commuters are responsible for all costs incurred above this limit.

    If the emergency ride is anticipated to be more than $75, Smart Commute recommends commuters try to combine multiple methods (such as a taxi trip and a GO Transit trip) to reduce costs.

    Smart Commute cannot reimburse mileage and fuel costs for emergency transportation in personal vehicles (for example, the vehicle of a spouse, friend or co-worker) at this time.

    Who do I call to arrange a ride home?
    Arrange a ride with the most convenient service provider(s) near the workplace. This could include (but is not limited to) local taxi services, car rental services, local transit agencies, regional transportation services, or some combination of services. Retain all receipts – including fuel receipts if a rental car is used. Receipts are required for all reimbursements.

    Remember that Smart Commute reimburses commuters to a maximum of $75 and commuters are responsible for any costs exceeding this limit.

    What destinations can I travel to? Can I make stops along the way?
    Commuters may travel to any appropriate destination (such as a school, doctor’s office, spouse’s office, hospital, clinic, or home). Commuters may make more than one stop (for example, stopping at a child’s school, and traveling to home as the final destination).

    Receipts are required for all routes and transportation method(s) used.

    How much reimbursement does Emergency Ride Home provide?
    Smart Commute reimburses commuters to a maximum of $75. Commuters are responsible for all costs incurred above this limit.

    If the emergency ride is anticipated to be more than $75, Smart Commute recommends commuters try to combine multiple methods (such as a taxi trip and a GO Transit trip) to reduce costs.

    How does Emergency Ride Home provide reimbursement?
    Once a claim is filed Smart Commute will review the claim and take appropriate steps to verify details of the emergency ride, if necessary. This may include calling the commuter or the commuter’s supervisor to verify claim details.

    Once the claim is properly verified, Smart Commute will issue a cheque and mail it to the address the commuter has provided.

    What proof do I need to supply to get reimbursement?
    Commuters must provide all information requested on the reimbursement form at www.emergency.smartcommute.ca. Smart Commute reserves the right to request further proof if this is deemed necessary. Smart Commute will contact supervisors to verify emergency details if necessary.

    Smart Commute reserves the right to deny claims for any reason. If Smart Commute cannot verify the validity of an emergency or the costs incurred, the claim will be denied. Commuters are 100% responsible for providing sufficient proof of the emergency and costs incurred.

    Can I submit my reimbursement request by regular mail instead of on the internet?
    Yes. Download the form available here. Include all required details as well as original receipts for transportation services. Smart Commute recommends photocopying the form and receipts before mailing the request.

    Reimbursement requests must be mailed to:

    Metrolinx
    Attention: Smart Commute
    97 Front Street West
    Toronto, ON
    M5J 1E6

    Smart Commute will verify your request and notify you (by phone or email) whether your request is approved or denied. If approved, Smart Commute will mail a cheque for your eligible emergency transportation to the address you have provided within four to six weeks.

    How long will it take to receive reimbursement?
    If approved, Smart Commute will mail a cheque for your eligible emergency transportation to the address you have provided within four to six weeks.

    Are there any limits on how often I can get Emergency Ride Home reimbursement?
    There are no limits to the number of claims a commuter can make in a given month or year. However, second and subsequent claims in a single calendar year will be verified with the commuter’s workplace supervisor by Smart Commute.

    How are Emergency Ride Home reimbursements verified by Smart Commute? Will my boss or supervisor be called?
    Smart Commute will contact supervisors if further verification of emergency details is needed; however, this is not required for every claim.

    If a commuter has made more than one claim in a single calendar year, Smart Commute will contact supervisors for all subsequent claims during that year.

    How can my workplace qualify for Emergency Ride Home?
    To inquire about Emergency Ride Home availability, please contact us.

    I still have questions. Who can I contact for more information?
    Click here to contact us for more information.