ACCESS-A-RIDE CUSTOMER GUIDE

Access-a-Ride is a shared ride public transportation service for those who are unable to use RTD’s non-commuter bus and light rail services. Service availability on Access-a-Ride is determined by nearby fixed-route bus service. Eligibility is established under the guidelines provided by the federal government.

Trips on Access-a-Ride may be used for any purpose. Reservations must be made one to seven days in advance. There is no same-day Access-a-Ride service.

Download a PDF of the Access-a-Ride Customer Guide

The Access-a-Ride service area covers locations that are within three-fourths (3/4) of a mile of RTD’s non-commuter bus routes and light rail stations. When schedule and route adjustments occur on the fixed-route service, Access-a-Ride service area and times may change.

Payment of fare is expected before boarding the Access-a-Ride vehicle. Access-a-Ride fares can be paid in cash, with an Access-a-Ride ticket, or with Access-a-Ride mobile tickets. (For more information regarding our Mobile Tickets, please visit https://www.rtd-denver.com/fa…ses/mobile-ticketing.)

Exact change must be used when paying with cash—drivers cannot make change. Six-ticket local Access-a-Ride ticket books are available at RTD sales outlets, through RTD-Denver.com, or at participating King Soopers and Safeway stores.

Tickets may be used in combination with cash, but no change will be provided. All ticket sales are final, and tickets are non-refundable.

Only tickets marked “Access-a-Ride” are accepted for payment toward Access-a- Ride fare. Tickets expire at the end of each calendar year unless otherwise stated by RTD. It is the customer’s responsibility to trade in expiring tickets prior to January 31st of the following year.

Fares listed are one-way

An aide who accompanies a disabled passenger rides free. No tickets that display the word “Discount” will be accepted as Access-a-Ride fare. Passengers with Access‑a‑Ride IDs ride free on all other RTD fixed-route bus and rail service.
Note: Operators are not permitted to accept tips. If you would like to commend a driver for service provided, call RTD's Paratransit Customer Service at 303.299.6000.

Regular fixed route fares

Customers can use regular RTD fixed-route bus and rail services at any time free of charge.* When using these regular services, Access-a-Ride customers must present an Access-a-Ride ID card to the bus operator or fare inspector. Operators may request additional photo identification for identify verification purposes. Operators will not transport customers with expired Access-a-Ride cards; customers who frequently use fixed route services should be attentive to certification dates.

*Customers may not use RTD Special Services (Broncos Ride, etc.) free of charge. The appropriate fare for these services is due during boarding. Access-a-Ride customers with visitor status must pay the appropriate fare when using RTD fixed route bus and light rail services.

Identification Cards

All Access-a-Ride customers, except visitors, are issued a photo identification card. This card must be shown to the vehicle operator when boarding any Access-a-Ride or Access-on-Demand vehicle. Please pay close attention to the expiration date.  In the event of loss or damage to the ID card, the customer will be asked to display an alternative photo identification.

If the customer’s Access-a-Ride identification card is lost or stolen, a replacement should be obtained immediately. For more information, please contact our Certification Center at (720) 844-7096 to request replacement for a fee. Fees can be paid via cash, check or credit card.

Lost or damaged cards may be replaced a maximum of three (3) times per year, one at a time.
 

The Americans with Disabilities Act of 1990 (ADA) [Section 37.123(e) (1) of the ADA regulations], defines the following three categories for eligibility:

Category 1

"Any individual with a disability who is unable, as a result of a physical or mental impairment (including a vision impairment), and without the assistance of another individual (except the operator of a wheelchair lift or other boarding assistance device), to board, ride, or disembark from any vehicle on the system which is readily accessible to and usable by individuals with disabilities."

Category 2

This category applies to individuals who would be able to use the local fixed route system if it were accessible (e.g., if an accessible bus is not available).

Category 3

"Any individual with a disability who has a specific impairment-related condition which prevents such individual from traveling to a boarding location or from a disembarking location on such system" Two important qualifiers to this category are included in the regulations. First, environmental conditions and architectural barriers not under the control of the public entity do not, when considered alone, confer eligibility. Inconvenience in using the local fixed-route bus system is not a basis for eligibility.
Customers may appeal their eligibility determination within 60 days of the receipt of the determination letter, which outlines the process for appeal. Customers wishing to appeal their determination beyond the 60 day time frame are encouraged to complete and resubmit a new application.

As required by ADA regulation [Section 37.127], an individual visiting RTD service area may qualify for Access-a-Ride services “for any combination of 21 days during any 365- day period beginning with the visitor’s first use of the service during such 365 -day period”. Visitors with paratransit eligibility in their city of residence can have the transit agency in that jurisdiction forward documentation of that eligibility to Access-a-Ride via fax at (303)299-2169. Visitor status cannot be renewed until the full 365-day period has elapsed.

The Access-a-Ride service area corresponds with local non-commuter fixed-route bus/light rail station service on weekdays, evenings and weekends. The service area covers locations that are within three-fourths (3/4) of a mile of RTD’s non-commuter bus routes and light rail stations. There is no service outside of the RTD fixed route service area boundary.

Each applicant's situation is carefully considered when applying for Access-a-Ride service. An applicant may be eligible for any of the following types of service:

Unrestricted

Full service for four (4) years.

Temporary

Service is limited by the expected duration of the disabling condition that will prevent use of RTD fixed route/light rail. Individuals with temporary effects of surgery, undergoing treatment for a disabling condition, or recovering from more debilitating conditions that are not yet stabilized (such as stroke) may be provided with temporary eligibility while such limitations of functional ability are in place.

Conditional

Service for four (4) years subject to the follow specific conditions:

Locations where the presence of barriers, in combination with a person’s disability, prevent use of fixed route service. 

Architectural barriers may include:

• Lack of curb ramps that would prevent access to individuals using a mobility device to stops and stations without traveling in the street
• Lack of sidewalks along busy roadways, where reasonable people do not walk in the street, that would require individuals with disabilities to travel in the street to get to or from stops and stations
• Other barriers in pedestrian pathways to or from stops and stations. This may include sidewalks in poor condition or uneven or unstable surfaces, pathways without detectable edges (e.g., open parking lots) that are not a safe distance from quickly moving traffic or have hazards that are not detectable (e.g., overhanging structures or guy wires)
• Long distances to or from stops and stations that individuals with disabilities cannot travel without an unreasonable level of effort (i.e., distances that would cause exhaustion or significant pain)
• Steep hills that prevent individuals with ambulatory disabilities or those who use manual wheelchairs from getting to or from stops and stations
• Complex intersections, busy streets, or wide streets that certain individuals with disabilities may not be able to cross

Chronic fatigue
Severe fatigue as a result of a medical condition or need for ongoing treatment prevents fixed route travel on a regular basis.

Complex trips
Travel to unfamiliar locations or when there is more than one transfer that prevents fixed route bus and rail use.

Dawn to dusk
Bright light conditions impact travel on fixed route service after sunrise and until sunset. Times are determined by reports from www.weather.gov      

Dusk to dawn
Low light conditions impact travel on fixed route service after sunset and until sunrise. Times are determined by reports from www.weather.gov

Episodic
Periodic episodes of a condition affect travel on fixed route service for periods of time.

Intermittent fatigue
Fatigue as a result of medical condition fluctuates and is variable, limiting ability for some trips. Trips must be scheduled 1 day in advance of the trip.

Rain
The possibility of rain causing damage to a powered device impacts fixed route travel. Weather is determined by reports from www.weather.gov that there is at least a 30% chance of rain on the day of travel. Trips must be scheduled 1 day in advance of the trip.

Snow
Service is offered on the day that snow is forecast and for 7 days following.  Weather is determined by reports from www.weather.gov that there is at least a 30% chance of snow on the day of travel. Trips scheduled the day snow is forecast must be scheduled 1 day in advance of the trip and can be scheduled for up to 7 consecutive days.

Temperature-sensitive
Extremes in temperature which prevent travel on fixed route service. Weather is determined by reports from www.weather.gov to verify that temperatures are either above or below specified thresholds for a given condition. Trips must be scheduled 1 day in advance of the trip.

Service for visitors

As required by ADA regulation [Section 37.127], an individual visiting RTD service area may qualify for Access-a-Ride services “for any combination of 21 days during any 365- day period beginning with the visitor’s first use of the service during such 365 -day period”. Visitors with paratransit eligibility in their city of residence can have the transit agency in that jurisdiction forward documentation of that eligibility to Access-a-Ride via fax at (303)299-2169. Visitor status cannot be renewed until the full 365-day period has elapsed. Access-a-Ride customers with Visitors status are not issued an Access-a-Ride ID card and are therefore not allowed to use any of the RTD fixed route bus/light rail without paying a fare. Those who provide email addresses and register to use the customer portal may do so to schedule trips and monitor vehicle arrival times.

Identification Cards

If the Access-a-Ride identification card is lost or stolen, a replacement should be obtained immediately. For more information, please contact our assessment center, MTM, at 720-844-7096.

Abuse of Access-a-Ride or Access-a-Cab services, such as altering or loaning out an ID card can result in suspension of service.

Presumptive Eligibility

Applicants who have completed the entire paratransit eligibility process, which includes the interview/mobility assessment (and all necessary documentation), but who have not received a determination from RTD within 21 calendar days will receive presumptive eligibility. This entitles the applicant to unconditional eligibility beginning on the 22nd day and ending when official notification of the eligibility decision from RTD has been received by the applicant. Applicants who have been unable to complete the assessment process due to suspension of assessment appointments will be provided with temporary presumptive eligibility until assessments resume. 

Presumptive Eligibility does not apply in cases where additional documentation is requested or when the applicant does not complete the in-person eligibility process.

Eligibility for Children Ages 6 and Younger 

Children 6 years of age and younger will be considered for paratransit eligibility based on the functional ability of both the accompanying adult and child (as a team) to use fixed-route service. When an eligible child is traveling with an adult (who is serving as a Personal Care Attendant), any applicable fare must be paid by the child and the adult attendant rides free.

Appeals for Eligibility

Customers may appeal their eligibility determination within 60 days of the receipt of the determination letter, which outlines the process for appeal.  Customers who do not submit a request for appeal in the 60-day window, may submit a new application and repeat the certification process. Applicants are encouraged to read their eligibility letters carefully to understand conditions that may be outlined in the letter to determine if an appeal is appropriate to their situation.       

• Requests for appeal must be made in writing and address the specific criteria that is under consideration for appeal
  • Following receipt of appeal request, RTD will contact the appellant with a scheduled hearing date and time, within 30 days of receipt of the appeal. It is highly encouraged that appellants attend the hearing on their own behalf.
  • RTD will provide round trip transportation to an in-person appeal hearing free of charge.
  • Results from the appeal hearing will be mailed within 30 days of the hearing or appellants will be provided with temporary presumptive eligibility until the determination is received.

Recertification of eligibility

Eligibility for Access-a-Ride service is not permanent. Re-certification for Access-a-Ride service should occur before the expiration date on the ID card. Eligibility can change upon re-certification based on current transportation ability. Access-a-Ride provides notice of approaching expiration of eligibility to all customers. Please ensure recertification reminders will be received by keeping contact information up to date. The re-certification application is available on the Access-a-Ride page of the RTD website at rtd-denver.com and, once completed, can be sent via fax to (303) 299-2169 or mailed to:

RTD/Access-a-Ride
1660 Blake St.
Denver, CO, 80202

If mobility status or device changes, an assessment may be required prior to the expiration date on the card. If you obtain a new mobility device, please advise the Access-a-Ride administrative office at 303-299-2960 and you will be mailed a Mobility Device Update form to complete and return.

To schedule a trip, call Access-a-Ride Reservations at (303) 292-6560, between 8 a.m. and 5 p.m., 365 days year-round. Reservations may be made from one day to up to five days in advance. When scheduling a trip, please be ready to provide the customer's:  

• Access-a-Ride Identification Number
• Name
• Home ZIP Code
• Specific pick-up address, including building number, phone and suite numbers, business/building names, specific pick-up information, and landmarks. (Access-a-Ride cannot schedule trips to or from bus stops or intersections.)
• Telephone contact number
• The requested pick-up date and time or the requested arrival time if this is appropriate
• The street address of the destination (including building number, phone and suite numbers, business/building names, doctor’s names, and specific pick-up information and landmarks)
• The pick-up time and location of the return trip if different than the drop off location*
• Personal Care Attendant (PCA) if traveling with customer
• Guest(s) (including children) if traveling with customer
• Details of mobility device used for trip: manual wheelchair, power wheelchair,
  scooter, etc.
• Additional travel details such as oxygen tank, a portable respirator, or a service animal

 
*THERE MUST BE AT LEAST ONE HOUR ELAPSED TIME BETWEEN THE SCHEDULED DROP-OFF AND PICK-UP TIMES. However, in some cases the appointment may take less time than expected. The customer may contact Dispatch to inquire if it is possible to reschedule a return trip before the one-hour elapsed time. Please note that these requests are approved on a case-by-case basis and may not always be available.

TRIP NEGOTIATION

In order to increase the efficiency of the service, reservations may offer an alternate pick-up or drop off time. This time may be up negotiated to either one hour before or after the requested time, but the time should take into account the customer’s time constraints. The customer may accept or reject this negotiated time or may suggest a more acceptable option.

Special Situations

• If Access-a-Ride cannot accommodate the exact schedule request, the reservationist may offer a pick-up time of up to sixty (60) minutes before or up to sixty (60) minutes after the requested pickup time.
• If a customer’s building is within a gated community and requires special entry, the customer must notify the security office to arrange entry for the Access-a-Ride vehicle before the pick-up time.  If the customer does not arrange entry, and the vehicle is unable to enter the pick-up area, the customer will be considered a no-show.
• Access-a-Ride will not transport a PCA, guests (including children), packages, luggage, wheelchairs or other mobility aids unless the customer is on board the vehicle.

Overview:
Access-on-Demand service is available to eligible Access-a-Ride customers and is offered as a curb-to-curb, same-day alternative service. Access-on-Demand is not meant to replace the Access-a-Ride program, nor is it a requirement of the Americans with Disabilities Act.

Fares:
When using Access-on-Demand services, the customer will pay the first $2.00 of the fare, RTD will provide a subsidy as outlined below. No RTD tickets, coupons or passes of any kind are accepted as fare on Access-on-Demand. Fare payment policy is determined by the service provider as outlined.

Access-on-Demand using a Cab: 

(Formerly known as Access-a-Cab)

To schedule an Access-on-Demand cab ride, please call (303) 244-1388. Customers will be able to schedule Access-on-Demand trips using the IVR system at any time, or with an agent 6:00am to 9:00pm seven (7) days a week. Reservations may be scheduled for up to 23 hours in advance. Customers are limited to four trips per day.

When requesting a trip, provide your Access-a-Ride ID number, the exact pick-up and drop-off addresses and the requested pick-up time. All trips requested for pick-up after 9:00pm must be scheduled before 9:00pm. Access-on-Demand trips cannot be scheduled directly with the cab company. Customers must be ready to travel at the requested pick-up time because cab drivers will not wait an extended period of time or search for a customer.

RTD subsidy for Access-on-Demand cab trips is $12 after the customer pays the first $2.

If circumstances prevent provision of the requested trip by 90 minutes past the requested pick-up time, the cab company is required to notify the Access-on-Demand Call Center. The Call Center will then notify the customer and the customer can choose to reschedule or cancel the trip. If no Access-on-Demand vehicle is available, Access-a-Ride will provide alternative transportation only for trips going back home.
 

Access-on-Demand using Uber:

Customers wishing to use Uber as their on-demand service must complete the consent form for sharing of trip information between Uber and RTD. This form can be found at https://rtdden.co/uber-aar.  Once this form is completed and the information is uploaded to Uber’s portal, customers will be able to schedule curb to curb trips using the Uber app. It is recommended that customers establish an Uber account through the Uber app prior to completion of this form.

Trips can be scheduled 24 hours a day, seven days a week using the Uber app on a smart phone or computer and trips may not be scheduled in advance.  When scheduling trips through the Uber app, the selection of Regional Transportation District as the payment method will ensure that the subsidy is applied to that trip.

RTD subsidy for trips taken through the Uber app is $20 after the customer pays the first $2. Payment must be made electronically through the app.