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Rider Tips & Information

Things to Know Before Vehicle Arrival and at time of Boarding

  • The vehicle may arrive as much as 15 minutes before or after the scheduled pick-up time. So as not to inconvenience other riders, vehicle operators will wait no more than 5 minutes before departing.
  • Make sure private roads, driveways and walkways at your home are properly maintained and clear of bushes, mud and areas with unsafe footing.
  • Riders should notify scheduling and reservations if they want the operator to meet them at their front door and assist them to the van/bus.
  • Vehicle operators are not allowed to enter a passenger’s residence for any reason.
  • Allow plenty of time to get to and from your destination. Dial-a-Ride vehicles will often stop to pick up and drop off other passengers along the way.
  • Before boarding the vehicle, always present a valid Dial-a-Ride ID card to the driver.
  • Exact fare is required at time of boarding. Drivers do not carry change.
  • Seat belts are required for all passengers riding in Dial-a-Ride vehicles. Please notify the driver if you require assistance with the seat belt.
  • Good personal hygiene is required.

Traveling with a Mobility Device

A mobility device is defined as a mobility aid belonging to any class of three- or more-wheeled devices, usable indoors, designed or modified for and used by individuals with mobility impairments, whether operated manually or powered. A mobility device must safely fit onto the lift/ramp of the bus and be safely secured inside the bus to be transported by Dial-a-Ride. Vehicle operators will assist customers with boarding and deboarding the Dial-a-Ride vehicle as needed, but not with operating your mobility device. Mobility aids (personal assistance devices) must be in good condition and not require driver intervention.

Bicycles ARE allowed. They must be properly stowed so they do not become a tripping hazard.

Personal Care Attendant (PCA)

When you are registering or scheduling trips please indicate whether you will be traveling with or without a PCA. We understand this may change from one trip to another. PCAs are expected to:

  • Push your wheelchair
  • Carry items
  • Assist you at your destination
  • Ensure safe travel
  • PCAs can ride free and MUST have the same pick-up and drop-off locations as the Dial-a-Ride passenger.

Service Animals

Service animals are welcome onboard. When scheduling your trip be sure to tell the reservationist that you will be traveling with a service animal. There is no fee for service animals.

  • Service animals must be under the control of the owner or in a pet carrier.
  • Service animals must sit on the floor or on the passenger’s lap.
  • They may not occupy a passenger seat.
  • If a service animal displays aggressive or disruptive behavior Dial-a-Ride can require that the service animal be removed from the vehicle.

Pets

Pets are not permitted in vehicles unless properly stowed in a secure container.

Carry-on Bag Policy

Due to space limitations, customers are only permitted to carry four bags on Dial-a-Ride vehicles.

Guests and Children

Every eligible passenger is allowed to travel with one companion in addition to an attendant. Additional companions are allowed to travel with the eligible rider if space is available. Guests must pay the same fare ($1.00 per trip) as Dial-a-Ride passengers. When requesting a ride, you must tell the Dial-a-Ride representative if you plan to travel with a guest(s). Children must be supervised by a responsible adult while riding Dial-a-Ride. Children under 5 ride for free.

Disruptive Behavior

Dial-a-Ride reserves the right to refuse transportation or service to anyone whose conduct is offensive, intimidating, violent, disorderly, or hazardous; and could result in the disruption of vehicle operations or serious impairment to the health and safety of others.

An unsafe inoperable mobility chair or unsecured oxygen tank will not be transported.

Passengers are not allowed to eat, drink or smoke in Dial-a-Ride vehicles. Water is permitted if secured in a safe, spill-proof, carry-on container. Please do not distract the driver while the vehicle is in motion.

Cancelling or Changing Scheduled Trips

Dial-a-Ride discourages frequent cancellations of scheduled trips as they may potentially impact other passengers and the program's overall service. If a passenger frequently cancels trips on the same day they are scheduled to travel, Dial-a-Ride will review trips to determine if a pattern exists and if adjustments can be made to reduce cancellations and provide the passenger with a better service.

To cancel/change a trip:

  • Call the Dial-a-Ride center at (684) 699-5357/5367 to cancel or change your trip at least 4 hours before the 30-minute window.
  • Log in to the online scheduling system to cancel or change your trip at least 4 hours before at the 30-minute window (coming soon).

Pattern of No-Shows & Late Cancellations

An individual’s Dial-a-Ride service may be suspended if they frequently fail to appear for a scheduled trip, i.e. No-Show, or frequently cancel late.

ABOUT NO-SHOWS

If the vehicle arrives within the 30-minute window, waits five minutes, and the passenger does not appear, it will be considered a No-Show. Before a No-Show is determined, Dial-a-Ride will make every effort to contact the passenger. This may include:

  • Lightly honking the horn during reasonable hours (8 a.m. – 9 p.m.)
  • The driver knocking on the door
  • Dispatch calling the passenger using the telephone numbers on file
Note: A No-Show will not be authorized by Dispatch until all attempts have been made to contact the passenger.

ABOUT LATE CANCELLATIONS

Trips cancelled by the passenger less than one hour prior to the scheduled 30-minute window. Late cancellations will be considered the same as a No-Show. This includes cancellations at the door.

Dial-a-Ride understands that passengers will experience unplanned events that prevent them from taking a scheduled trip. However, to prevent abuse Dial-a-Ride has a strict No-Show/Late Cancellations Policy. The reason for such a strict policy is because No-Show trips mean a ride may have been denied to another person.

To avoid No-Shows, passengers are reminded to be ready at the beginning of your 30-minute window provided at the time the trip was scheduled; drivers should wait no more than five minutes after arriving for passengers to board the bus.

Important:
  • If the vehicle arrives after the 30-minute window, and the passenger does not appear or cancels at the door; it will NOT be considered a No-Show.
  • If a No-Show is authorized the driver will leave an ‘OOPS’ door hanger providing information about the No-Show policy and who to contact for more information.
  • The passenger may appeal any No-Shows. If the No-Show was outside the passenger’s control, the No-Show will not count against the passenger.

ABOUT PATTERNS/PRACTICE

A pattern or practice involves intentional, repeated or regular actions, not isolated, accidental or singular incident. The passenger’s frequency of trips will be analyzed when reviewing the number of No-Shows or Late Cancellations.

POLICY: A violation of the No-Show/Late Cancellation policy is one where the customer has been a No-Show more than twice a month (2 No-Shows) and the No-Shows have accounted for 10 percent or more of his/her rides within 30 consecutive days.

Note: Trips missed for reasons outside of the passenger’s control or those missed by Dial-a-Ride, or its subcontractors, will NOT count as a No-Show.

First Violation: The first time a passenger violates the policy outlined above then the passenger will receive a reminder by mail advising them of the incident and informing them of further consequences should a No-Show /Late Cancellation pattern continue. If a second violation occurs, the customer could have their service suspended for one week.

Second Violation: If the passenger continues to be a No-Show for at least 10 percent of the trips within 30 consecutive days, the passenger will receive a notice by mail that the service will be suspended for a period of one week starting on a specific date.The passenger also will be contacted by phone to find out if the circumstances were outside of the passenger’s control.

The passenger also will receive written notification about the proposed suspension of service and instructions about the appeal process.The passenger will have 14 days from the date of notification to appeal before the suspension will be imposed. If an appeal is submitted, the passenger may continue to use the Dial-a-Ride service until a determination is made. If requested, an in-person hearing will be scheduled and anyone can assist the passenger in the appeal process.

Third Violation: If the passenger continues to be a No- Show for at least 10 percent of the trips within 30 consecutive days, the passenger will receive a notice by mail that the service will be suspended for a period of two weeks. The same appeal process applies, outlined in the second-violation section above.

Subsequent Violations: The service may be suspended for three weeks.

Other Information

  • When necessary, provide up-to-date information to Dial-a-Ride such as your phone number, type of mobility aids at the time, trip reservation information, or unusual road conditions.
  • Warnings and suspensions of paratransit services can occur for no shows, late cancellation, non-payment of fares, failure to present a valid Dial-a-Ride membership card, and inappropriate or unsafe behavior.
  • Information on Dial-a-Ride schedules, fares and services is subject to change.

Lost Items

Call our office at (684) 699-5357/5367 to recover items left on board the van/bus.

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