Twin Cities Transportation Authority Guidelines
- Transit Regional Reduced Fare Cards
- Personal Care Attendants (PCAs)
- Service Animals
- Priority Seating Area
- Your name and the date you want to travel.
- Your pick-up address, including an apartment or suite number.
- Your doctor’s name, or a contact name and phone number if you are visiting a private residence.
- The time and length of your appointment.
- If a service animal or pet will accompany you.
- If an attendant or companion will accompany you.
- Whether you will be using a mobility aid such as a wheelchair, walker, crutches or oxygen.
- All the above information for your return trip.
Multiple trip requests for the same day must be scheduled at least 30 minutes apart from your scheduled arrival time.
Please note the following information when booking rides with your transit provider:
Transit reserves the right to limit service in cases where the ride request is less than ¼ mile from point of origin. Such requests will be evaluated on a case-by-case basis. A driver’s responsibility for a rider begins at the door or curb where the trip begins and ends at the door or curb of the rider’s destination. This means drivers will assist you to and from the bus, on and off the bus, and will secure your carry-on items in the bus.
- If you need assistance from your apartment to the lobby or from a building entry to an office on another floor, you must have someone other than the driver to assist you.
Drivers willnot come into the ‘common area’ of an apartment or office building to meet you because there may be other riders on the bus, drivers need to stay within sight of the bus. Drivers may not enter your home, even to assist you with a mobility device or help you with your coat. Please do not invite the bus driver into your home.
Prescheduling return rides from a medical or legal appointment
Once we have agreed upon a scheduled pick-up time, your bus is scheduled to arrive within a "window" of 20 minutes before to 20 minutes after your scheduled pick-up time. It is important that you keep the 20 minute window in mind when reserving trips and when waiting for your vehicle.
Buses arerequired to wait up to three minutes for a customer to come out and board. If you do not come out within three minutes, the vehicle will depart without you and you will be declared a "No-Show. " We suggest you wait indoors during inclement weather in a location where you can see the vehicle and will be able to reach it within the five minute wait time (see Attachment A . for Terms and Definitions). If your vehicle has not arrived by the end of your 20 minute window, please call the transit agency. The dispatcher will give you information about the status of your trip. Cancellation: For a cancellation to be considered"advanced" customers must notify/call the transit agency90 minutes or more before the scheduled pick-up time. Please cancel any unnecessary trips to avoid taking up seats for other customers.
- Late Cancellation:
Your trip will be considered alate cancellation if you notify the transit agency more than 50 minutes but less than 90 minutes before your scheduled pick-up time. If you accumulate three late cancellations within a 30 day rolling period, you will be notified by mail that you are out of compliance with our late cancellation policy and you may be temporarily suspended from service.
The following is a list of offenses that may lead to temporary suspension and are not tolerated:
- Willfully make threats, sexually harass, disturb, upset, physically or verbally harass or use offensive language or gestures towards other customers, drivers or towards the any transit staff on the phone.
- Fail to pay exact fare upon boarding.
- Drink alcohol on board any transit vehicle.
- Smoke on board any transit vehicle.
- Show a general disrespect for transit agencies’ rules.
- Violate the no-show or cancellation policy.
- Fail to follow the transit agencies’ policies.
- Subscription trips
are trips that customers reserve once. The trip must be to and from the same place at the same time on the same day(s) of the week. The ADA regulations for paratransit, allow transit providers to maintain up to 50% trip capacity for subscription trips. Torequest a subscription trip contact and ask to speak to a dispatcher. If the times you request are not available, you may request to be put on a waiting list. The level of service in each of the regions is at different growth levels. Therefore, the time you must wait depends on the service area where you travel and the current number of subscription trips reserved and waiting. Remember the ADA guideline for subscription trips is 50% of trip capacity.
- A subscription trip must be taken at least once per week, but no more than seven times per week.
We generally allow one subscription trip per customer, however requests foradditional subscription trips may be considered. Once your subscription trip is scheduled, you may not change the pick-up times. If you go on vacation, become ill or do not need your subscription trip for a period of time, you must contact the transit agency and have your subscription trip temporarily put "on-hold. " Your subscription trip can betemporarily "put on hold" for up to 30 days by calling the transit agency. Exceptions may be considered on a case by case basis when a request is provided in writing. After 30 days your subscription trip will be forfeited. For any one-daychanges in pick-up location or time , you will need to cancel the subscription trip for that day and reserve a new individual "demand" trip for the new time or location. If you establish a pattern ofcanceling your subscription trips on a regular basis your subscription trip will be forfeited. If yourdestination address changes , your subscription trip will be forfeited and you must request a new subscription trip. Until you establish a new subscription trip you must reserve new individual demand trips. Customers can lose their subscription trip if they violate Customer Policies including the customer no-show policy. Subscription trips are automaticallyput on hold by the transit agencies on holidays. If you need your subscription trip on any of the following holidays, you must contact the transit agency in advance to request a trip for that particular holiday. If the transit agency is closed on a particular holiday, there will be no service.This includes subscription trips to dialysis centers .
(insert list of transfer locations)
Transit does not run service on the following holidays:
- New Year's Day
- Martin Luther King Day
- Good Friday (Open 6:00am-Noon)
- Memorial Day
- 4th of July
- Labor Day
- Thanksgiving Day
- Day After Thanksgiving
- Christmas Eve
- Christmas Day
Reduced Fare Identification Cards
Personal Care Attendants (PCAs)
Reasonable Modification for ADA
TCATA is committed to providing safe, reliable, efficient, and accessible service to its customers. To ensure equality and fairness, TCATA will make reasonable modifications to policies and procedures to ensure that individuals with disabilities have equal access to all of its services.
Exceptions would include modifications that:
- Cause a direct threat to the health and safety of others;
- Result in a fundamental alteration of the service;
- Are not actually necessary in order for the individual with a disability to access TCATA's services
- Result in undue financial and administrative burden
- Reduced Fares
Passengers who have disabilities, are seniors (60 and older) or show a Medicare card are automatically eligible to use fixed route services at half the regular fare. For passengers who travel with an personal care attendant, the personal care attendant will also be eligible to ride for free. The Reduced Fare card with identification should be shown to the operator.
- Exact Fares are Required
Please have your exact fare ready and in a convenient location if assistance is needed when boarding the bus. Operators cannot make change.
- Handling Fares or Fare Cards
Operators may assist with fares or fare cards for passengers with disabilities upon request.
Service will be limited or canceled when adverse weather creates hazardous conditions.
Every effort will be made to deliver essential transportation for those in dialysis and those who have other medically necessary appointments, however, nonessential rides may be cancelled.
Sidewalks, driveways and ramps must be accessible for operators to safely transport passengers to and from his or her destination.
Cancelling in Advance: