Frequently Asked Questions: Access-on-Demand

• Fare per trip: No fare is charged under the current policy.
• Subsidy amount: RTD covers up to $25 after your fare.
• Service hours: Service remains available overnight; there is no 1:30 a.m.–3:30 a.m. blackout.
• Stops: Single-stop trips only; round trips must be booked as two separate trips.
• Monthly trip limit: Up to 60 trips per calendar month across all providers combined.
• Service area: Trips must begin and end within the RTD service area.
• Customer responsibility: You are responsible for monitoring your monthly trip count.

• Fare per trip: $4.50. If you are eligible for RTD’s LIVE program, your fare is $2.25.
• Subsidy amount: RTD covers up to $20 after your fare.
• Service hours: Service follows ADA paratransit hours. There is no service between 1:30 a.m. and 3:30 a.m.
• Stops: You may take up to two stops per trip on providers that support this. Round trips are acceptable.
• Monthly trip limit: Up to 60 trips per calendar month across all providers combined.
• Service area: Trips must begin and end within the RTD service area.

Access-on-Demand is a subsidized curb-to-curb ride service for individuals certified with RTD’s Access-a-Ride program. Riders can book trips through Uber, Lyft, Metro Taxi, or zTrip.

Through December 31, 2025: No fare is charged under the current policy.

Starting January 1, 2026: The fare per trip is $4.50. If you are eligible for RTD’s LIVE program, your fare is $2.25.

Only individuals with an active Access-a-Ride certification are eligible for Access-on-Demand. Certification extensions that allow Access-a-Ride trips do not apply to Access-on-Demand eligibility.

You may take up to 60 trips per month across all providers combined.

It is the customer’s responsibility to monitor their monthly trip count.

Through December 31, 2025: Single-stop trips only. Round trips must be booked as two separate trips.

Starting January 1, 2026: You may take up to two stops per trip on providers that support this. Round trips are acceptable.

Through December 31, 2025: Current service hours remain in effect (no 1:30 a.m.–3:30 a.m. blackout).

Starting January 1, 2026: Service follows ADA paratransit hours. There is no service between 1:30 a.m. and 3:30 a.m.

Trips must begin and end within RTD’s service area.

Violations include, but aren’t limited to:

• Booking a ride for anyone other than the enrolled customer.
• Riding without an active Access-a-Ride certification (or after eligibility has expired).
• Exceeding 60 trips in a month.
• Attempting more than two stops in a single booking (when two stops are allowed starting January 1, 2026).
• Round trips that do not follow program rules.
• Providing false or misleading information during enrollment or trip booking.

Provider-enforced issues (not RTD):

• Disruptive or unsafe behavior toward the driver, passengers, or staff may result in a suspension by the provider (Uber, Lyft, Metro Taxi, or zTrip).
• Failure to pay may result in a provider-enforced suspension until payment is resolved.

RTD program consequences for AOD policy violations:

• 1st violation: 2-week suspension; monthly trip limit reduced to 30
• 2nd violation: 1-month suspension
• 3rd violation: Removal from the program (appeal available)

Fraud (RTD action): Intentionally providing false information during enrollment or booking will result in immediate removal from the AOD program (no appeal).

Riders must be 18 or older to hold and use personal Uber or Lyft accounts. Riders under 18 cannot use Uber or Lyft for AOD. They may ride with Metro Taxi or zTrip. AOD vouchers do not apply to Uber Teen or Family profiles; rides must be booked on the adult rider’s personal profile.

Through December 31, 2025: RTD covers up to $25 after your fare; you are responsible for any amount above that.

Starting January 1, 2026: RTD covers up to $20 after your fare; you are responsible for any amount above that.

Payment is collected directly through the provider’s app or call center.

Failure to pay may result in a provider-enforced suspension until payment is resolved. RTD does not enforce these suspensions.

Contact the provider directly (Uber, Lyft, Metro Taxi, or zTrip). RTD can assist after you’ve contacted the provider and obtained documentation (such as a case number).

Appeals are available only if you are removed from the program after a third violation. Fraud removals are not eligible for appeal. Suspensions cannot be appealed.

No. Access-on-Demand drivers do not provide door-to-door or hand-to-hand assistance. They receive general sensitivity training.

Use Access-a-Ride Paratransit. It provides shared rides with full accessible assistance.

Fare: $4.50 (local), $19 (airport).

Fixed-route bus may not meet your needs if you require assistance beyond curb-to-curb.

All Access-a-Ride customers can use their Access-a-Ride ID card to ride RTD fixed-route bus and rail for free.

RTD does not provide instruction on downloading or using smartphone apps. For free or low-cost help, contact your local library, Senior Planet or similar digital literacy programs, or your phone provider.

• Trips booked through the Uber app (“Where to?” search bar).
• Voucher applies automatically to eligible trips.
• Use your personal profile and add a secondary payment method (credit/debit card, PayPal) for the subsidy to work.
• WAV: call RTD Dispatch at 303-299-6611 if unavailable in the app.
• Billing issues: obtain an Uber case number before contacting RTD.
• Wait time: 2-minute grace at the initial stop; provider wait-time fees apply after that. Surge pricing does not affect wait-time fees.

• Cancel within 2 minutes of booking to avoid a provider cancellation fee. After 2 minutes, a cancellation fee may be charged by Uber to compensate drivers.
• Wait-time fees: 2-minute grace at the initial stop; provider wait-time fees apply after that. Surge pricing does not affect wait-time fees.

1. Open the Uber app and tap the trip card at the bottom of the screen.
2. Tap Cancel.
3. Confirm Cancel trip when prompted.
4. If asked, select a reason. Fees may apply based on provider policy.

1. Open the Uber app and tap the trip card (or Account → Trips → select the ride).
2. Tap Help or Report an issue.
3. Choose the topic that best fits (Fare adjustment, Driver/vehicle, Lost item, Safety, Accessibility, Payment, etc.).
4. Describe the issue and submit. You will receive a response in the app and by email.

• For billing issues, attach the trip receipt and note that you are an RTD Access‑on‑Demand rider.
• Keep the Uber case number. RTD can assist after you’ve contacted Uber and obtained this number.

• Enroll and wait for your Lyft Pass to be linked.
• Ensure you have a valid secondary payment method (avoid Apple Pay to prevent pre-authorization holds).
• Confirm your Lyft Pass appears (under “Personal + Promo”) before booking.
• After rides, the fare breakdown shows how much RTD covered.
• Lyft does not currently offer WAV service under this program.

• Cancel within 2 minutes of booking to avoid a provider cancellation fee. After 2 minutes, a cancellation fee may be charged by Lyft to compensate drivers.
• Wait-time fees: Keep each stop to 2–3 minutes to avoid wait-time charges where applicable.

1. Open the Lyft app and tap the ride banner or Ride details.
2. Tap Cancel ride (or Edit ride → Cancel ride).
3. Confirm Cancel when prompted. Fees may apply based on provider policy.

1. Open the Lyft app and tap the ride banner (or Menu ☰ → Ride history → select the ride).
2. Tap Get help / Help (or Dispute ride for billing‑related issues).
3. Choose the topic that best fits (Fare review, Driver/vehicle, Lost & found, Safety, Accessibility, Payment, etc.).
4. Describe the issue and submit. You will receive a response in the app and by email.

• For billing issues, include a screenshot of the fare breakdown and note you are an RTD Access‑on‑Demand rider.
• Keep the Lyft ticket/case number. RTD can assist after you’ve contacted Lyft and obtained this number.

• Trips are booked by phone only: call 303-288-1388.
• There is no Metro app for AOD trips.
• Driver/payment support: 303-336-9000.

• You can book via the zTrip app or by calling the call center at 303-288-1388.
• If using the app: your account ID is BOU + your Access-a-Ride ID.
• If calling in: use your Access-a-Ride ID number (no BOU prefix).
• Service availability: Boulder/Longmont area only.

Uber and Lyft require a modern smartphone that can install apps from the Apple App Store or Google Play, with Location Services enabled and an active data connection.

• Non‑smartphones (flip/feature phones) and landlines
• Phones without Apple App Store or Google Play access (e.g., older BlackBerry/Windows Phone; some Amazon Fire devices without Google Play)
• Devices running operating systems too old to install current versions of the Uber/Lyft apps
• Devices with insufficient storage or with Location permissions disabled/denied
• Devices without mobile data and no reliable Wi‑Fi at the time of booking/pickup

If you can’t use Uber or Lyft, you can still ride AOD with these providers:

• Metro Taxi (AOD): Book by phone at 303‑288‑1388. Driver/payment support: 303‑336‑9000. (No app booking for AOD.)
• zTrip (AOD): App or call 303‑288‑1388. App ID format: BOU + Access‑a‑Ride ID. Call‑in: use Access‑a‑Ride ID (no BOU).

• Keep your phone’s operating system and the provider apps updated to the latest version.
• Allow Location Services and Notifications for Uber/Lyft so drivers can find you and you receive trip updates.
• Add a secondary payment method (credit/debit/PayPal) so the subsidy applies and remaining fares can be charged.

No. Access-on-Demand is a same-day, on-demand service. Scheduling rides in advance is not allowed. This includes entering or selecting a specific date and/or time for pickup (prebooking) in any provider app (Uber, Lyft, iRidr/Metro, zTrip) or through a call center. If you require a scheduled trip, please use Access-a-Ride Paratransit scheduling options.

Use in‑app Help (Account → Trips → select ride → Help). Keep your Uber case number.

Use in‑app Help (Menu ☰ → Ride history → select ride → Get help). Keep your Lyft ticket number.

Book at 303‑288‑1388. Driver/payment support: 303‑336‑9000.

App or call 303‑288‑1388. App ID: BOU+Access‑a‑Ride ID; Call‑in: Access‑a‑Ride ID only.