Door-to-Door Service Rider’s Guide
Effective March 12, 2012
1471 Dewar Drive Suite 247
Rock Springs, WY82901
Phone: 307-382-7827 or 307-875-7827
TABLE OF CONTENTS:
DOOR-TO-DOOR SERVICE. 3
SERVICE HOURS. 3
SCHEDULING RIDES. 5
PREPARE FOR YOUR CALL. 5
RETURN TRIPS. 5
ON TIME PERFORMANCE. 6
NEGOTIATING A TRIP REQUEST. 6
NO-SHOW POLICY.. 7
GENERAL RIDERSHIP POLICIES. 8
If your origin or destination is further than ¼ mile of the fixed-route area you will use STAR’s door-to-door service. Expect shared-ride service. Others may be picked up after you or dropped off before you reach your destination. Whenever possible, fixed route buses are to be utilized. Door-to-door service requires reservations to be made 24 hours in advance.
You may not ride the door-to-door service if you live within the fixed route area. Please contact the STAR office if you are unsure whether you live inside or outside of the fixed-route area.
STAR’s door-to-door service operates the same days and hours as our fixed-route service. For Monday through Friday, trips can be scheduled from 7:00 a.m.until 6:00 p.m. Trips must be scheduled at least 24 hours in advance of the appointment time and no trips may be scheduled after 5:00the day before the appointment. No service is provided on Saturdays and Sundays or on holidays.
No service is provided and the office is closed on the following holidays:
*New Year’s Day
*Friday after Thanksgiving
These holidays are subject to change. Please check our website at www.ridestartransit.comfor a current schedule of holidays.
Adults/Youth Over 10 years $2.00
Seniors (60+) $0.00
Children Under 10 with Adult (up to 2 children) $0.00
Each Additional Child $1.00
Adults/Youth over 10 fixed route only $35.00
Adults/Youth over 10 door-to-door and fixed route $75.00
Punch Cards (6 rides on fixed route or 3 rides on
Door-to-Door) $ 5.00
Reservations for the door to door service must be made at least 24 hours in advance by calling 382-7827 or 875-7827, between 6amand 5pm, Monday through Friday. Drivers cannot take reservation requests or trip changes from passengers.
PREPARE FOR YOUR CALL
The first time you call, the dispatcher will ask you for your name, address, telephone number, date of birth and whether you have any special needs of which STAR should be aware. STAR will retain this information in your customer file record. If any of your information changes, please let STAR know so that your client file will always be current and correct. You will not need to provide this information every time you call as it will be stored in the computer.
Following is the information the dispatcher will need to schedule your specific trip:
Date of Travel
Origin and Destination Address
Desired arrival time and desired pick up time
Whether you use a mobility device
Whether you will be traveling with a personal care attendant
The dispatcher will let you know your pick-up and return times, or may call back later with the times. STAR will make every effort to schedule your trip at the desired times. The ADAallows the ride to be scheduled up to one hour before or one hour after the requested times.
STAR requires return trips to be scheduled at the same time original trips are scheduled. Passengers should anticipate the latest possible time needed for their return and schedule a trip for that time. If you are ready to return before your scheduled time, please call STAR. We will make every effort to pick you up at the earlier time.
ON TIME PERFORMANCE
Please be ready to go 15 minutes before the scheduled pick-up time. STAR makes every effort to arrive as close to the scheduled pick-up time as possible. However, service will be considered on time if it is within 15 minutes before or 15 minutes after the scheduled pick up time.
• Example: If your scheduled pick-up time is 9:30 amthe vehicle may arrive between 9:15 amand 9:45 am.
Drivers will wait up to 3 minutes for a passenger. Passengers who are not at their scheduled pick-up point and ready to go by that time will be considered a “no-show” and the driver will leave. The driver will not return for a second attempt. The only exception will be passengers who have been detained during a medical appointment. If you know that you will be detained during a medical appointment, please call STAR at 382-7827 or 875-7827 as soon as possible and when you are ready, call STAR and we will dispatch the next available vehicle to pick you up.
Drivers are not permitted to wait for a passenger to “run in” to the post office, grocery store, etc. The passenger must have a returned trip scheduled or be able to catch the fixed-route bus in order to have a trip home.
NEGOTIATING A TRIP REQUEST
STAR is not always able to give riders the exact time they request. ADAallows for a negotiated pick-up time of up to one hour on either side of the request. STAR makes every effort to offer trip times as close as possible to those requested. However, if a rider refuses the negotiated trip time, it is considered a customer trip refusal and not a denial of service. Riders should be aware that the trip may be shared with other STAR customers in compliance with ADAlaws.
If you are unable to make your scheduled ride for any reason, please call the office at 307-382-7827 or 307-875-7827 prior to your scheduled pick-up time to cancel your ride. Cancellations not made before the scheduled pick up time will be considered a no show and your return ride will also be canceled unless you call the STAR office. STAR drivers cannot make schedule changes for you.
A no-show policy applies to door-to-door clients or fixed-route deviations.
A no-show occurs when:
• You fail to show up for your scheduled trip.
• You fail to cancel before the bus arrives for your scheduled trip
• You are not ready within 3 minutes of the driver’s arrival during the pick-up window.
If you are a no-show for your going trip, your return trip will be canceled unless you call the office. You will be charged $2.00 for each no show. A passenger who accumulates 3 no-shows will not be able to ride the bus until all of the no-shows are paid in full.
GENERAL RIDERSHIP POLICIES
STAR has established the following general ridership policies for both the fixed route and the door-to-door service.
If a passenger uses oxygen, the tank must be portable, i.e., the passenger must be able to carry the tank into the vehicle themselves. If the passenger is in a wheelchair,
the tank must be attached to the wheelchair. Once onboard, the portable oxygen tank must ride in a secure location, for example, in the passenger’s lap, in front of the passenger on the floor between seats, or on the floor behind the modesty panel.
Child restraints must be used.
Strollers, grocery carts and walkers must be folded and stored out of the aisles.
Children may not remain in strollers during vehicle movement.
All passengers using a wheelchair or scooter must use the restraint system that is available to secure the wheelchair or scooter to the floor of the vehicle.
The number of packages a passenger can have along is limited to the number of packages that the passenger can carry onto the bus in one trip, no more than 4 large grocery bags and no more than 50 lbs. Customers with more than these amounts will not be permitted on the bus and all groceries must be secured.
Large items such as furniture, etc. are not permitted on STAR busses.
THE DOOR-TO-DOOR SERVICE IS SUBJECT TO ALL PROVISIONS IN THE GENERAL RIDERS POLICIES GUIDE. PLEASE OBTAIN A COPY OF THE GENERAL RIDERS POLICIES GUIDE FROM THE STAR OFFICE OR AT THE STAR WEBSITE AT www.ridestartransit.com.