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 service 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?

• Allow two (2) business days for information on the enrollment form to be verified. Once verified, the Access-on-Demand subsidy will be available for immediate use.
• Allow three (3) to four (4) business days for WAV (Wheelchair Accessible Vehicle) enrollment to appear in the Uber app.

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

• Customers certified using a wheelchair or powered mobility device should select Uber as their provider for Access-on-Demand
• RTD vehicles and contracted providers currently provide WAV service through the Uber app.
• Operators are Uber drivers and provide curb to curb service when on service for Access-on-Demand.
• There is limited WAV availability using Metro Taxi (in and around Denver) and zTrip (only in Boulder/Longmont/Broomfield)

Are friends, family, PCAs allowed?

• Customers may travel with someone if there is capacity on the vehicle
• Anyone may accompany the customer, but trips may not be scheduled for someone else or taken without the customer present.

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 service?

• Customers under 18 may use Metro Taxi or zTrip. Uber and Lyft do not allow individual accounts for customers under 18. AOD 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 (name, phone number) a maximum of three times per year.

Can I Book on the Computer?

• No, the subsidy will not apply when booked on a computer.

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.
• Taxi services will collect fare from the customer in the vehicle

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. - Learn more: rtd-denver.com/fares-passes/pass-programs/live - Apply online: Colorado PEAK

What happens if the fare exceeds the subsidy amount?

Through December 31, 2025: the customer is responsible for any amount above the $25 RTD provided subsidy

Starting January 1, 2026: the customer is responsible for the initial fare ($4.50/$2.25) and any amount over the $20 RTD subsidy

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 does not enforce these suspensions.

What if there are billing or payment issues?

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).

How does free fare for youth work?

• Customers 19 and under will not have to pay a fare, but will receive the $20 subsidy.

Using ApplePay

• 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.

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, tap the ☰ menu, select Ride History
• 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 policy 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 (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.

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)

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.
• 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.

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 service 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.

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

Paying for Metro Taxi

• Driver will collect payment at the time of the trip.
• Payment can be split to pay the $4.50 fare when entering the vehicle and any remaining balance at the end of the trip, after the $20 RTD subsidy has been applied.

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

If the trip is booked through the zTrip app, the customer will pay in the app at the time of booking.

• If a trip is booked by phone, payment will be collected by the driver.
• Payment can be split to pay the $4.50 fare when entering the vehicle and any remaining balance at the end of the trip, after the $20 RTD subsidy has been applied.

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.

Are there other options than Uber and Lyft?

• 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).

Monitoring Trip Count

Should a customer have difficulty tracking and monitoring trips across providers, RTD recommends using only one provider.

• Trip count can be found in in the Payment/Wallet section Uber and Lyft apps.
• Ztrip/metro- Trips need to be tracked and counted manually by the customer.

• 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 ☰ → Ride history → select ride → Get help). Keep your Lyft ticket number.

Metro Taxi: Book at 303-288-1388. Driver/payment support: 303-336-9000.

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

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.

• RTD will use the email address associated with the accounts to communicate with Access-on-Demand customers.
• RTD will update the Access-on-Demand web page with important update information.
• RTD will update the outgoing voicemail of the Access-on-Demand line to advise of issues.
• Contact Access-on-Demand via phone at 303-299-2530 or via email at [email protected]. Please provide, phone number, ID number and information about the issue to receive a timely response. DO NOT leave credit card information on the voicemail.