Frequently Asked Questions: Access-on-Demand

Who is eligible?

• Individuals with 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.
• Customers wishing to use Access-on-Demand prorgam must complete the enrollment form prior to taking trips to ensure the subsidy will apply.

How to enroll?

• Create accounts in the selected provider’s app.
• Add a personal payment method to the account
• Complete the on-line enrollment form that includes the current account information.
• RTD will send an email to the email address provided once enrollment is completed

When will the voucher be available?

RTD takes up to 3 business days to process an enrollment form.

• Onward takes up to an additional 2 days to apply the subsidy after RTD processes the enrollment.
• Incomplete enrollment forms or forms with information that does not match the customer’s name will not be processed.

What if the customer needs a wheelchair accessible vehicle (WAV)?

• Customers certified using a wheelchair or powered mobility device should select Onward and/or Sunshine as their provider for Access-on-Demand.
• Customers are able to call 303-244-1388 to book WAV trips with either provider.
• Operators provide curb to curb service when working for Access-on-Demand.

Are friends, family, PCAs allowed?

• Onward: Ambulatory customers may bring up to 2 additional passengers. WAV customers may bring 1 additional passenger. There is no additional passenger fee.
• Sunshine Rides: $2 per additional passenger.
• Uber and Lyft: Additional passengers may ride at no extra charge, if space is available.
• The Access on Demand customer must be present in the vehicle. Trips cannot be scheduled for another person using the customer’s Access on Demand subsidy.

Can trips be scheduled in advance?

• Trips may not be scheduled in advance; they are meant to be requested at the time of travel.
• No “prebooking” of trips is allowed.

Do drivers provide assistance beyond curb-to-curb?

• Drivers receive general sensitivity training
• Drivers may assist with stowing a mobility device
• Drivers will not provide door to door assistance
• Customers requiring door to door assistance should schedule trips in advance using Access-a-Ride.

Can minors use this program?

• Customers under 18 may use Sunshine with a completed Minor Form
• Lyft, Onward and Uber do not allow individual accounts for customers under 18.
• Access on Demand vouchers do not apply to Uber Teen or Family profiles as rides must be booked on the adult rider’s personal profile.

Changing Contact Information

• Re-submit the online or paper enrollment form to RTD to change any contact information.
• A customer may change contact information (email, phone number) a maximum of three times per year.
• Allow up to 3 business days for processing.

Can I Book on the Computer?

• No, the subsidy will not apply when booked on a computer with Uber or Lyft
• Customers can book Sunshine via the computer Here

How is the fare paid?

• Customers are responsible for maintaining and updating the payment method in their apps to prevent an inability to schedule trips.
• Fare is deducted for the trip at the time of boarding the vehicle, and additional charges will be added at the end of the trip. These may include, but are not limited to, wait fees, cleaning fees and/or tipping. These are not covered by the subsidy.
• Taxi providers will collect fare from the customer in the vehicle
  • Onward: The trip cost will be provided at the time of booking. Customer will pay at the end of the trip.
  • Sunshine: A trip estimate will be provided at the time of booking, customer will pay at the end of the trip.
• Uber customers may now use cash, at drivers’ discretion. Cash must be selected as the payment method when booking the trip.
• Access-a-Ride tickets are not accepted by Access-on-Demand providers. Fare must be paid by cash or card.

Using Third Party Payers

• When paying with ApplePay/ or GooglePay the provider may place a hold on the card for up to five (5) days after the trip. To avoid this hold, use a credit or debit card.

What is the LiVE program and how to qualify?

RTD’s LiVE Program participants receive a 50% fare discount on fares, including fares for Access-on-Demand and Access-a-Ride.

Eligibility is determined through Colorado PEAK. Apply online through the Colorado PEAK benefits site or call Denver Human Services at 720-944-4347.

Customers who have a LiVE card but do not see the discount, please advise Access-a-Ride of your LiVE eligibility at 303-299-2960 or email your Access-a-Ride ID number, your name, and your LiVE number to [email protected]

What happens if the fare exceeds the subsidy amount?

• Standard customer: Customer pays $4.50 fare, RTD pays the next $20. Customer also pays any balance that is above $24.50.
• LiVE customer: Customer pays $2.25 fare, RTD pays the next $20. Customer also pays any balance that is above 22.25.
• Under 19: RTD pays the first $20 of the ride. Customer pays any balance over $20.

Is tipping required?

It is customary to provide a tip for drivers, but it is not required.

What if fare is not paid?

Failure to pay may result in a provider-enforced suspension until payment is resolved. RTD cannot change these suspensions.

What if there are billing or payment issues?

For trip concerns, please contact the provider directly first.

• Uber and Lyft: Use the Help section in the app to report the issue.
• Onward and Sunshine: Call 303-244-1388

If additional assistance is needed, RTD can help after the provider has been contacted. Please have any documentation provided by the provider, such as a case or reference number, available when contacting RTD.

How does free fare for youth work?

• Customers 19 and under will not have to pay a fare, but will receive the $20 subsidy. Any amount over the $20 subsidy amount will be charged to the customers payment method in the app.

How to Check and Understand Trip Receipts

Tip: Reviewing trip receipts regularly helps ensure the correct payment method (subsidy or personal) was applied and helps the customer track trip usage accurately.

Uber:

• Open the app and go to ‘Activities’
• Select the trip you wish to review
• Tap ‘Receipt’ to view the full fare and payment breakdown
• ‘Fare Breakdown’ will show the charges for the trip.
• ‘Payment Breakdown’ will display the payment method(s).

Lyft:

• Open the app, To find the Ride History, tap the menu or the ☰ You button.
• Choose the trip you wish to review.
• ‘Fare Breakdown’ will display payment method(s).
  • If the RTD subsidy was applied this will show as the last 4 digits of your credit/debit card + “Promo”
  • If the trip was paid exclusively by personal payment (no subsidy applied) it will only display the last four digits of the credit/debit card.

All customers enrolled in the program have agreed to the program terms and conditions upon enrollment. Customers that do not adhere to program policies will be subject to suspension terms.

How are program violations handled?

Violations include, but aren’t limited to:

• Booking a ride for someone 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
• Round trips that do not follow program rules.
• Providing false or misleading information during enrollment or trip booking.

RTD program consequences for AOD program 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)

How do appeals work?

• Appeals are available after the third violation and removal from the program. Fraud removals are not eligible for appeal. There is no appeal process for suspensions.

What is fraud?

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

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.

• 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.
• 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.
• Uber does not currently offer WAV under this program.

Uber – Cancellations & 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.

How to cancel an Uber trip

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.

Uber – Report an Issue / Contact Support (In-App)

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.

How to Turn Off the Voucher

Change the payment method to the personal credit/debit card before booking the trip.

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

Lyft – Cancellations & Fees

• 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.

How to cancel a Lyft trip

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.

Lyft – Report an Issue / Contact Support (In-App)

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. A response will be sent in the app and by email.

• For billing issues, include a screenshot of the fare breakdown and identify as an RTD Access-on-Demand rider.
• Keep the Lyft ticket/case number. RTD can assist once Lyft has been contacted to obtain the case number.

How to Turn Off the Voucher

Before the trip: Change the payment method to the personal credit/debit card before booking the trip.

• If needing to change after the trip has ended: Once the trip ends, the customer will be prompted to rate the driver, tip, and review payment details.
• The screen will display the payment method (e.g., last four digits of credit card) and any promo or subsidy used.
• Tap the payment method area, scroll to the bottom, and select “Change Applied Benefits.”
• Access-On-Demand will be listed as the applied benefit and an option for “None.”
• Select “None” to remove the subsidy and have the payment charged to personal payment method.

⚠️ Important: This must be done before booking the trip or immediately after the trip ends. Failure to remove the subsidy before leaving the post-trip screen will result in the trip being billed to RTD’s Access-On-Demand subsidy and may lead to a temporary suspension if overages occur.

Text

Text “Book” to 983-223-7088

Phone

Call 303-244-1388, option 1

Wheelchair Accessible Vehicles (WAV)

To use a WAV, you must be eligible through Access-a-Ride to do so. Call 303-299-2960 to discuss updates to your eligibility and mobility devices.

When requesting a ride, mention that you’re booking a WAV when you text or call.

Text

Text "Book" to 970-777-7777

Phone

Call 303-244-1388, option 2

App

Be sure to use the AoD-specific app:

‎Sunshine Rides Colorado App - App Store

Sunshine Rides - Apps on Google Play

Web: Sunshine Rides | Web Booker

What phone features are needed to use an app for Access-on-Demand?

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

Is training available to learn how to use an app?

• 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.
• Use the information provided on the specific provider pages for more detailed information.

Monitoring Trip Count

Customers are responsible for tracking their Access-on-Demand trips across all providers. If tracking trips across multiple providers becomes difficult, using one provider may make it easier to monitor the monthly trip total.

• Uber and Lyft: Trip history can be viewed in the Payment/Wallet section of the app.
• Onward: Trips can be tracked manually, or customers may call 303-244-1388 to speak with a customer service representative and request their trip count.
• Sunshine: Trip history can be tracked manually or viewed in the Sunshine Rides app. Customers may also call 303-244-1388 to speak with a customer service representative and request their trip count..

• Keep the phone’s operating system and the provider apps updated to the latest version or allow automatic updates
• Allow Location Services and Notifications for Uber/Lyft so drivers are able to locate and message
• Add a secondary payment method (credit/debit/PayPal) so the subsidy applies and remaining fares can be charged.

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

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

Onward/ Sunshine Rides: Call 303-244-1388 for driver and payment support..

Drivers Taking Alternate Routes

• Drivers use a GPS navigation system provided by their respective platforms to determine the route for each trip.
• Drivers are expected to follow the GPS-assigned route as this ensures accurate fare calculation and trip verification.
• However, at the driver’s discretion, they may choose to accept alternate route suggestions from the passenger if it remains within the provider guidelines.
• Note: Route choices are ultimately the driver’s responsibility, and any fare or time adjustments are determined by the provider’s system, not RTD.

Removing Wait Times

Uber:
1. Open the Uber app and go to Help → Accessibility → “I have a disability — request wait time fee refund or waiver.”
2. Confirm that your disability affects your ability to board within the standard wait time.
3. Submit the required certification or statement through the form provided.
4. Once approved, Uber will automatically waive future wait time fees.
5. Eligible past wait time fees will be refunded to your payment method.

Lyft:
1. Open the Lyft app and go to Help → Accessibility → Wait Time Fee Waivers.
2. Read the Certification of Disability statement, initial, and submit.
3. Once approved, wait time fees will no longer apply to your account.
4. You can request refunds for any prior wait time charges after approval.

• For the most current Access-on-Demand information and updates, call the Information Line at 303-299-7099.
• RTD will post important program updates on the Access-on-Demand webpage and send communications to the email address associated with the customer's Access-on-Demand account.
• Important updates may also be shared through Interactive Voice Response (IVR) messages or the outgoing voicemail message at 303-299-2530.
• For assistance with Access-on-Demand, call 303-299-2530 or email [email protected]. Please provide, phone number, ID number and information about the issue to receive a timely response.
• Do not include credit card or other payment information in voicemail or email.