Welcome to Access-a-Ride

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

Paratransit Service Area and Service Hours

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.

Phone Numbers and Hours

Applications, Passenger Information Changes, and Appeals

Access-a-Ride Administration Office
303.299.2960
TTY: 711
8:00 a.m. – 5:00 p.m. Monday – Friday

Commendations and Concerns, General Inquiries

Access-a-Ride Customer Service
303.299.6000; listen to menu prompts
6:00 a.m. – 8:00 p.m. Monday - Friday
9:00 a.m. – 6:00 p.m. Saturday and Sunday

Lost and Found

303.299.2880
8:00 a.m. – 5:00 p.m. Monday - Friday
Note: Access-a-Ride is not responsible for lost or stolen items.

Reservations and Future Cancellations

Access-a-Ride Reservations
303.292.6560
8:00 a.m. – 5:00 p.m., 7 days a week

 

ACCESS-A-CAB Reservations

303.244.1388
6:00 a.m. – 9:00 p.m., 7 days a week

Same Day Trip Cancellations, Same Day Trip Inquiry

Access-a-Ride Dispatch
303.480.2000
24 hours / 7 days a week

REPLACEMENT ID CARDS ($5 fee)

Access-a-Ride Mobility Assessment Contractor
MTM
720.844.7096
9:00 am - 4:00 pm, Monday – Friday

Access-A-Ride Fares

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

local

$5.00
one-way

regional

$9.00
one-way

airport

$20.00
one-way to DIA

Local 6-Ride Ticket Book

$30.00

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.
 

Who is eligible for Paratransit service?

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.

Types of Eligibility

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 administrative office to request a replacement for a fee.

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.

Policies

A no-show occurs when the vehicle arrives during the scheduled pickup window and the customer fails to board the vehicle. If the first leg of a trip is canceled or missed, it is the customer's responsibility to cancel all unneeded trips for the remainder of the day. Call Dispatch at (303) 480-2000 to cancel these trips.

Customers may cancel trips up to two (2) hours before the beginning of the pick-up window without penalty by calling Dispatch at (303) 480-2000. In order to utilize available resources efficiently, we ask that customers cancel unneeded trips before 5:00 pm the day before transport whenever possible by calling Reservations at 303-292-6560.

Customers may cancel trips less than two (2) hours before the start of the scheduled pick up window with penalty by calling Dispatch.

A demonstrated pattern of late cancellations or no-shows is a serious disruption of service. Once a customer reaches 4 no-shows or late cancellations in a single calendar month, and these incidents total ten percent (10%) or more of your scheduled trips within that calendar month, the Access-a-Ride suspension policy will take effect. No customer shall be suspended from service for having 3 or fewer no-show or late cancelations in a month.

Disruptions of service due to violation of the Excessive No Shows, Late Cancellations or No Pay policies as stated above may result in penalty and the revocation of your Access-a-Ride service. The progressive suspension policy is as follows:

  • First violation -7-day suspension
  • Second violation -14-day suspension
  • Third violation -21-day suspension
  • Fourth violation -28-day suspension
  • Additional violation -28-day suspension per incident

Any violations of the no-show, late cancellation, or no payment policies will be recorded by dispatch as they occur. The customer will receive an email and/or phone call advising them of the occurrence. Continued occurrences totaling 10% or more of a customer’s trips in a single calendar month will result in a suspension letter by mail.

Customers will be given the opportunity to appeal the suspension within a 14-day time frame, after which the service suspension period starts.

Customers may not reinstate trips that have been canceled on the day of transport.

Customers may not modify pickup or drop-off addresses on the day of transport.

Failure to present the exact fare when boarding the vehicle is in violation of RTD’svfare policy. A demonstrated pattern of fare non-payment causes service disruption and is considered grounds for service suspension. If a customer refuses to pay for a trip and refuses to disembark upon the operator’s request, the operator may contact law enforcement.

All customers (except those with visitor status) must present a valid Access-a-Ride identification card prior to boarding Access-a-Ride vehicles.

Curb to curb service
Drivers will pick up and drop off riders at the curb as a matter of practice.

Door-to-door assistance is provided to and from the threshold of a residence or main lobby of a building or business. The level of assistance is determined during the eligibility assessment. It is available upon request for those customers that determine there is an unexpected obstacle to their destination upon arrival.

Operators are not permitted to enter beyond the threshold or ground level of any building. If there are stairs leading from the sidewalk to the house or building, operators will assist ambulatory customers up/down those stairs. If, upon reaching the main level entrance, there are stairs to the next floor, operators will not assist up/down those stairs.
 
Door-to-door assistance DOES NOT include any of the following:

  • Maneuvering a wheelchair up or down more than one (1) step or curb
  • Assisting customers on non-ADA-compliant or steeply inclined mobility ramps or stairs
  • Operators entering beyond the door threshold of any residence or main lobby of a building
  • Loading and unloading personal items, except as provided for under the “Package” section of this guide
  • “Do not leave alone” or “Hand-to-hand” or “Door through door” service

Be prepared to board the vehicle at the beginning of the thirty-minute (30) scheduled window. The customer portal provides real time tracking information for the vehicles.

When scheduling a trip, please provide the reservationists with the specific pick-up and drop-off address and include the building name and number within the complex. In most cases, the operator will knock on the door and pick up the customer at the main door of the house or building. Some facilities provide special pick-up and drop-off instructions that reservationists can communicate to the customer at the time of booking.

Operators will wait six (6) minutes after arrival at the pick-up address. If upon arrival, the customer is not at the door, the operator will wait 6 minutes at or near the vehicle while waiting for the customer to board the vehicle. The 6 minutes starts only once the 30-minute pick-up window has started.

If an event occurs that is outside of the customer’s control, contact Dispatch at (303) 480-2000 and request that the return trip be rescheduled to a later time. Every effort will be made to adjust the return trip pick-up time; however, since schedules are prearranged, expect possible lengthy delays. Changes made to a return trip into the late night or into the early morning hours may not be accommodated until the next day, depending on the corresponding RTD fixed route service schedules.

Please note: the procedure for asking Dispatch to schedule a trip the same day is known as “will call” service and is the only type of same day service provided by Access-a-Ride. “Will call” service is never provided for the first trip of the day, with one exception: if an Access-a-Ride customer schedules a pick-up at an intercity transportation station (e.g. airport, Amtrak station, Greyhound bus station, etc.) and the incoming trip is unavoidably delayed, the customer may request a “will call” to reschedule the pick-up at a later time. Access-a-Ride customers should remember when scheduling such trips to allow enough extra time to collect luggage, use the restroom, etc.

The Access-a-Ride service provides nearly 3,000 trips daily. When scheduling a ride, a thirty (30) minute window for the vehicle to arrive is provided. Every effort is taken to ensure that the customer’s pick-up window is met, but elements such as weather, traffic, and road construction can result in service delays. 

Please wait for the end of that window before calling Dispatch to inquire about the ride. Calling before the end of the pickup window strains call center resources. RTD recommends using the Customer Portal to monitor the location and estimated time of arrival of the Access-a-Ride vehicle.

The first consideration of Access-a-Ride is the safety of its passengers.  Operators use “Access-Arize” brand belts to ensure safety for customers who board the vehicle using the lift. These belts are secured in front and behind the passenger while on the lift.

In some cases, a mobility device may not have proper securement points. Operators are responsible for making sure
that the straps are properly fastened to the mobility device.  If there is doubt that the straps are secured correctly, the operator will ask for the customer’s permission to relocate them to a safer location. An operator may call for a road supervisor to assist. Upon request, RTD will provide a set of tether straps to ensure proper securement of a mobility device. Tether straps may be obtained free of charge by calling (303) 299-4056. 

  • Rear Facing Child Restraint Systems: Colorado law (Statute 42-4-236 and 42-4-237, C.R.S) requires that children less than one (1) year old and weighing less than twenty (20) pounds be secured in a rear-facing child restraint system while in a vehicle.
  • Forward Facing Child Restraint Systems: Colorado law (Statute 42-4-236 and 42-4-237, C.R.S) requires that children ages one (1) year to four (4) years who weigh twenty (20) pounds up to forty (40) pounds be secured in a rear-facing or forward-facing child restraint system while in a vehicle.
  • Booster Seats: Regardless of weight and height, Colorado law (Statute 42-4-236 and 42-4-237, C.R.S) requires that children be properly secured in a child restraint system, such as a booster seat, until eight (8) years of age. After age eight (8), the law allows them to use a vehicle seat belt. However, safety experts recommend that they use a booster seat until they are at least 4’9” tall. Access-a-Ride does not provide

child safety seating and does not transport children without appropriate seating. Please bring an appropriate child safety seat with you to place in the vehicle. The customer is responsible for securement of the child safety seat, not the vehicle operator.

Other

A Personal Care Attendant (PCA) is someone who typically assists an eligible individual with one or more daily life activities, such as providing personal care and/or assisting with mobility or communication (Appendix D to § 37.121).  One (1) PCA may accompany an Access-a-Ride customer at no additional charge. The customer must indicate that they will be traveling with a PCA at the time that they are scheduling the trip to ensure adequate space on the vehicle. Profile updates to add a PCA must be completed during the initial interview/assessment or via the administrative office at 303-299-2960.

Guests are welcome on Access-a-Ride and will be charged the applicable fare.  Space must be reserved for guest(s) when scheduling a trip. Any request for more than one guest, including children, is on a “space available” basis. Children under the age of six (6) travel free of charge and must be accompanied by an adult.

If space for a PCA and/or guest is not reserved when a trip is scheduled, and there is no room on board the vehicle when it arrives at the pick-up address, the PCA and/or guest may be denied the trip.

Operators may assist with up to six (6) bags, boxes or luggage with a combined weight of no more than 40 pounds.  Boxes, such as beverage containers, or luggage must have a handle. Any items exceeding this limit will be the responsibility of the customer to transport to and from the vehicle without the assistance of the operator. 

Customers must be able to maintain control of all packages or see that they have been secured properly while on the vehicle during transport.  The carrying of packages by the operator between the customer origin/destination and vehicle must be done in one trip. The operator is not permitted to make multiple trips to or from the vehicle. 

Customers who use wheeled mobility devices may transport bags or packages on their device, but are responsible for ensuring that those packages do not impede securement; do not cause the wheelchair and package combination to extend beyond the securement area; remain securely attached to their wheelchair during transport; and do not cause the wheelchair to become a tipping hazard while boarding or debarking.  

Customers who are unable to assist with management of packages are encouraged to bring a Personal Care Attendant (PCA) or a companion for trips where the operator cannot carry packages to their door in a single trip.  Additionally, customers wishing to transport more bags than the operator can assist with in one trip are encouraged to travel with a folding shopping cart/caddy or consider booking their grocery deliveries through our free delivery service. 

Operators are required to secure carts and caddies in a safe and secured location. Information on how to use the grocery delivery service is available online and in this Customer Guide. 

Personal luggage is permitted on board an Access-a-Ride vehicle. The customer is responsible for maneuvering the luggage on and off the vehicle. Operators are not responsible for assisting with luggage.

RTD is not responsible for lost or stolen items.

Service animals are dogs that are individually trained to perform tasks directly related to assisting an individual with a disability. Use of a service animal should be incorporated into the assessment at the time of certification.  When scheduling trips, a customer must inform the reservationist if a service animal will be utilized.

Emotional support animals are not considered service animals under the ADA.

Personal pets may board an Access-a-Ride vehicle only if carried in an animal carrier. Operators are not permitted to assist in carrying the animal carrier. The animal must always be controlled. An animal displaying aggressive behavior may be subject to removal from the vehicle or service.   

Changes to pick up, or drop off, addresses day of service cannot be accommodated.

All Access-a-Ride/Access-a-Cab customers (except those with visitor status) must present a valid Access-a-Ride identification card upon boarding the vehicle.

Failure to present the exact fare when boarding the vehicle is in violation of RTD’s fare policy. NOTE: Operators do not carry change. A demonstrated pattern of fare non-payment is considered grounds for service suspension. If a customer refuses to pay for a trip and refuses to disembark upon the operator’s request, authorities will be contacted.
 
Continued violation of the stated policies above may result in the suspension of a customer’s Access-a-Ride and Access-a-Cab services. Suspension periods are as follows:

  • First Offense, 7-day suspension
  • Second Offense, 14-day suspension
  • Third Offense, 21-day suspension
  • Fourth Offense, 28-day suspension
  • Additional Offense, 28-day suspension per incident

Access-a-Ride is committed to providing safe and reliable service to all customers. The program does not discriminate on any basis in providing its services to eligible customers. Under ADA regulations, RTD may refuse or suspend Access-a-Ride service to those who engage in violent, disruptive or illegal behavior.

Violation of the rules of conduct set forth in this Customer Guide may result in service suspension. If service has been suspended, a customer may appeal prior to the imposition of suspension. Requests for an appeal may be made by contacting the Access-a-Ride Customer Service Representative at (303) 299-2960.
Note: Customers who injure another passenger or the vehicle operator will be suspended from Access-a-Ride service immediately. This suspension will last up to 14 days and may be appealed as above. Customers with a repeated incident will have their service permanently terminated.

Subscription Service is limited to customers traveling to the same place, at the same time, on a regular basis. Access-a-Ride offers a subscription service on a space available basis and may prioritize service as needed. To request subscription service, please call (303) 299-2960 or (303) 292-6560. Access-a-Ride will terminate any Subscription Services that are canceled 50% or more of the time during any thirty (30) calendar day period, or if there is a consistent pattern of cancellations of any part of a subscription. If a schedule change is requested to a subscription service, Access-a-Ride may not be able to accommodate the request immediately, which will mean being placed on a waiting list.

Portable oxygen equipment and portable respirators are permitted on Access-a-Ride vehicles.

Operators may assist with up to two (2) M-24(E) oxygen tanks (no heavier than 40 lbs. total) on and off the vehicle from the sidewalk or waiting
area where the customer boards and gets off the vehicle. Operators will assist with securing this equipment on the vehicle. When calculating the amount of oxygen needed when using Access-a-Ride services, plan to include several hours of travel time.

Please note that tickets expire at the end of each calendar year with a grace period of one month (January 31). It is the customer’s responsibility to trade in expiring tickets prior to January 31st.

Service Suspension Policy

Violation of the rules of conduct set forth in this Customer Guide may result in service suspension. If service has been suspended, a customer may appeal prior to the start of suspension. Requests for an appeal may be made by contacting the Access-a-Ride Customer Service Representative at (303) 299-2960. The process for requesting an appeal is also included in communication regarding service suspension.

Customers who assault another passenger or the vehicle operator will be suspended from Access-a-Ride service immediately. This suspension will last up to 14 days and may be appealed as above. Customers found to have injured another passenger or the vehicle operator in a second incident will have their Access-a-Ride service permanently terminated.

Rules of Conduct

All passengers, including PCAs and guests, are expected to follow these rules of conduct to ensure the safety and comfort of all passengers and the operator:

  • No smoking on board the vehicle
  • No throwing items
  • No eating or drinking on board the vehicle unless required for health reasons
  • No abusive, threatening or obscene language or actions
  • No physical abuse towards another passenger or the operator
  • No removal of clothing, shoes must be worn while on vehicle
  • No tampering with any vehicle equipment
  • Ear/headphones must be used when listening to audio with personal devices
  • Service animals must be controlled on the vehicle
  • All passengers must wear seatbelts

Passengers who violate the Access-a-Ride Rules of Conduct are subject to penalties, up to termination of service.

Mobility Devices

Access-a-Ride vehicles safely accommodate a wide range of mobility devices. Customers should update RTD when there is a change and/or addition of a mobility device before taking a trip with that device. These updates allow Access-a-Ride to determine the appropriate vehicle type for the trip, as well as to reserve enough space on board for all customers. In order to correctly document assistance needs, a new assessment may be required with the new device.

Failure to notify RTD about a change or addition of a mobility device could result in a service delay.

Access-a-Ride vehicles can accommodate customers with wheelchairs less than 30 inches wide, 48 inches long and weighing less than 800 pounds total while occupied.  These measurements include the vertical space as well as the floor space. Wheelchairs that fall outside of these guidelines will be evaluated on an individual basis to ensure Access-a-Ride vehicles and lifts will be able to transport them safely. Access-a-Ride may weigh and measure wheelchairs to make sure they fit within the maximum size and weight requirements. 

Customers may only bring the device that they are using for travel. The only instance where a second device may accompany a customer is for a certification appointment for the purpose of being certified to use more than one device.

All wheelchairs must be secured facing forward while being transported. If a customer needs to change or temporarily modify their seating position, this should be done when the vehicle is stopped.

Equipment that is NOT permitted on any Access-a-Ride vehicle includes, but is not limited to:

  • Hospital beds
  • Stretchers
  • Hoyer lifts
  • Large shopping carts

Mobility devices must be secured every time they are transported on an Access-a-Ride vehicle. Operators are responsible for ensuring that mobility devices are properly secured. Access-a-Ride always requires the use of a lap belt or seatbelt during transport for all passengers. Access-a-Ride recommends but does not require the use of a shoulder harness for customers traveling in a mobility device.

Customer Portal

The Access-a-Ride Customer Portal is a web-based application that allows customers to monitor and manage upcoming trips using a computer or smart phone. It provides near-real-time ETA, scheduled trip information, the ability to cancel scheduled trips, and the ability to book trips to and from favorite addresses.

Once a valid email address is provided to RTD and the server is updated, an activation email will be sent to the customer that allows password setup. Once a password has been set, the customer can login to the Customer Portal using their email address and newly created password.

  • The “ETA” tab provides near real time information for the next trip. It updates automatically every 30 seconds with information regarding the estimated minutes until pickup or drop-off, the scheduled pickup or drop-off time (if estimated time is unavailable), and a map of vehicle location, predicted vehicle route, intermediary stops, and destination.
  • The “Scheduled” tab provides a list of scheduled trips that are not in-progress or cancelled. It allows the customer to cancel trips that are not scheduled to occur within the next two hours. For those trips needing to be cancelled that are scheduled within the next two hours, the customer must call Access-a-Ride Dispatch.
  • The “Book” tab allows the customer to book a trip to or from a list of favorite locations. The customer’s home address is always included in this list by default. To book a trip, the customer must provide a date, time, origin, destination, attendant count, attendant mobility type, guest count, and guest mobility type.

Interactive Voice Response Scheduling

RTD is implementing an Interactive Voice Response (IVR) system for Access-a-Ride and Access-a-Cab customers. This is a voice-activated phone tree that allows you to more easily manage trips and confirmations. The following information is being provided for information only and is not intended as a comprehensive explanation of each feature.

INBOUND CALLS (CALLS TO RTD)

Access-a-Ride

  • Passengers may use IVR to check the status of same day trips
  • Passengers may check about trips scheduled for future dates
  • Passengers may cancel trips up to 2 hours prior to the pickup window

Access-a-Cab

  • Passengers may schedule a new trip based on “Favorite Addresses” saved in their trip history profile

OUTBOUND CALLS (CALLS FROM RTD)

Access-a-Ride only

  • The night before, passengers will receive a call to remind them about their next day trip(s)
  • On the day of service, passengers will receive a call letting them know that their vehicle will be arriving within 10-15 minutes
  • System-wide emergency notification calls, e.g. weather impacting service

BENEFITS

  • Passengers will need to make fewer calls to Reservations or Dispatch to confirm trip information for next day or same day
  • Passengers will need to make fewer calls to Reservations or Dispatch to cancel trips
  • Calls to Dispatch inquiring the status of a same-day trip will be automated

LEARNING THE IVR SYSTEM

Reservations agents or Dispatchers will continue to be available if passengers are having problems navigating the IVR system. The system is very sensitive when using voice recognition and is easily interrupted with background noise, so please speak clearly.

CUSTOMER INFORMATION UPDATES

The call center will be responsible for managing requests for IVR password resets and updates (add/remove) to passengers’ favorite addresses (for Access-a-Cab trips). Passwords and all updates will be reset within 24 to 48 hours.

ACCESS-A-CAB

Passengers will be able to schedule Access-a-Cab trips, using the IVR system, at any time up to 23 hours in advance, limited to four trips per day. If a passenger is having an issue scheduling a trip between 6:00am and 9:00pm, they will have the option of transferring to a reservation agent. If a passenger is having an issue scheduling a trip between 9:00pm and 6:00am, calls will go to Dispatch. The Dispatch team will manage any issues and help book trips during those times.

Subscription service

Subscription Service is limited to customers traveling to the same place, at the same time, at least once a week.  Access-a-Ride offers a subscription service on a space available basis and may prioritize service as needed. To request subscription service, please call (303) 299-2960 or (303) 292-6560 to request a subscription form. The form is also available on the Access-a-Ride page of the RTD website. Access-a-Ride will terminate any Subscription Services that are canceled 50% or more of the
time during any thirty (30) calendar day period, or if there is a consistent pattern of cancellations of any part of a subscription.

  • Subscriptions may be put on hold for no longer than two (2) weeks and must be resumed at the end of the hold.
  • Failure to cancel subscription trips will result in no show policy taking effect and may lead to suspension of service.
  • Changes to subscription trip times are subject to trip negotiation rules.
  • If there is a change of address or a schedule change is requested for subscription service, Access-a-Ride may not be able to accommodate the request immediately and the customer will be added to a waiting list.

Food Delivery Program

Access-a-Ride provides a food bank and grocery delivery service from participating food bank and grocery store locations. Customers interested in having food delivered to them by Access-a-Ride must either call the food bank directly or visit the grocery store’s website in order to set up an account and place an order.  Once the order has been placed, a scheduled pickup date/time will be provided from the grocer or food bank. The day before the scheduled pick-up time, the customer will then need to call Access-a-Ride reservations at 303-292-6560 and book a trip to pick up the groceries on that date and time. Keep in mind that King Soopers and Safeway will not process food orders over the telephone.
 Please note:

  • This is a service that was initiated during the COVID-19 state of emergency and will continue. It is a food delivery option that does not require the customer to ride.
  • The service is for Access-a-Ride customers only and does not require fare payment.
  • Customers must provide the address of the grocery store or food bank when making the reservation.
  • The scheduled date, pickup time, and grocery store order confirmation number must be provided to reservations.
  • Operators are not permitted to enter beyond the threshold or ground level of any building. If there are stairs leading from the sidewalk to the house or building, operators will assist up/down those stairs. If, upon reaching the main level entrance, there are stairs to the next floor, operators will not assist up/down those stairs.
  • If the front door is not visible from the curb, a phone number must be provided so that Dispatch can call the customer upon the operator’s arrival at the delivery drop-off location.
  • Please do not order frozen food.
  • Deliveries will be similar to passenger transport, and orders may be on board for over an hour.
  • Save the order pick-up window selected on the grocery store website. You will need to provide this pick-up window to AAR Reservations.
  • Operators cannot leave groceries on the front door of an unattended address.

Interactive Voice Response (IVR)

This automated system is available 24 hours a day and offers convenient features to both Access-a-Ride and Access-on-Demand customers.

IVR Functionalities
Access-a-Ride:

  • Confirm details of scheduled trips
  • Cancel an existing reservation
  • Receive a reminder call the night before a scheduled trip
  • Receive a courtesy call 10 minutes prior to the arrival of the vehicle
  • Information available in Spanish and English
  • Speech recognition with option for voice or keypad interaction

Access-on-Demand (formerly known as Access-a-Cab):

  • Confirm details of scheduled trips
  • Information available in Spanish and English
  • Schedule a favorite trip (Access-a-Cab only).
  • Select from list of pre-registered favorite addresses
  • Speech recognition with option of voice or keypad interaction

Customers may opt out of reminder calls regarding pending trips by calling 303-299-2960 to opt out of IVR calls.

Requesting Access-a-Ride Services

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.

Tips for Scheduling Service

When requesting rides

  • Allow plenty of time to finish an appointment in order to meet the vehicle at the scheduled return trip pickup window
  • Know the opening and closing times at the destination to avoid waiting outside the building before or after business hours
  • Allow adequate travel time while using public transportation to reach the destination
  • Allow extra time for the pick-up and drop-off of other customers before reaching the destination
  • Allow for traffic conditions and weather delays

Rights and Responsibilities

RTD Access-a-Ride customers have a right to:

  • Safe transportation
  • Timely service
  • Professional and courteous operators
  • Safe and properly maintained vehicles
  • Properly fastened seat belts and wheelchair securements

RTD Access-a-Ride customers have a responsibility to:

  • Update personal information (address, phone number, device or mobility aid, etc.) promptly
  • Provide accurate information when requesting a ride
  • Treat operators and other passengers with respect
  • Have the correct fare; exact change only if paid with cash
  • Have a current Access-a-Ride Identification Card
  • Travel with a Personal Care Attendant if needed
  • Travel with a portable respirator and/or enough oxygen for the trip if needed
  • Be ready at the beginning of the thirty-minute (30) window that was negotiated at the time of scheduling
  • Cancel by 5:00 pm the evening prior to the scheduled trip or at least two (2) hours before the beginning of the scheduled pick-up window.

Emergency Service

Natural/Man-Made Disaster

In the event of a natural or man-made disaster, Access-a-Ride may not be able to provide services. In such cases, it will be the responsibility of the customer to contact the Access-a-Ride Call Center for service availability updates. Every attempt will be made to transport all customers; however, in extreme emergencies it may be necessary to refer customers to 911. RTD is not responsible for 911 charges or emergency transport.

In the event of an emergency or service changes, RTD will make every attempt to notify customers through radio, television, social media, and website announcements.

Medical Emergencies

In the event of a natural or man-made disaster, Access-a-Ride may not be able to continue to provide services. In such cases, it is the responsibility of the customer to contact the Access-a-Ride Call Center and inquire as to the status of the requested service. Every attempt will be made to transport all customers. However, in extreme emergencies, it may be necessary to refer customers to 911. Please note that RTD is not responsible for 911 charges or emergency transport.

Access-on-Demand

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.