ACCESS-A-RIDE CUSTOMER GUIDE

Access-a-Ride is RTD’s complementary paratransit service. It is a shared-ride public transportation service intended for those who cannot use RTD’s non-commuter bus and light rail services. Use of Access-a-Ride is restricted to those who qualify for eligibility under the guidelines established by the federal government. Trips on Access-a-Ride may be used for any purpose but must be reserved one to five days in advance; except as noted below. There is no same-day Access-a-Ride service.
 
Access-a-Ride provides service within three-fourths (3/4) of a mile of any non-commuter local fixed-route bus/ light rail station, but only at such time as said route is operating. Access-a-Ride is NEVER provided outside the Regional Transportation District boundary.

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

A Personal Care Attendant (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 vehicle.

Payment of fare is expected upon boarding an Access-a-Ride vehicle. Customers may not choose to defer payment of fare until arrival at the destination. Access-a-Ride fares can be paid in cash or with Access-a-Ride tickets. EXACT CHANGE must be used when paying with cash. Access-a-Ride operators do not carry change. Five ($5) dollar local Access-a-Ride ticket booklets are available at RTD sales outlets, through RTD-Denver.com or 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.

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

Access-a-Ride customers can use regular fixed route bus and rail services at any time with no 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. An additional photo identification card may be requested in order to reduce possible fraud.

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 applies to an individual who would be able to use the local fixed-route system if it were accessible (e.g., if a low-floor or lift-equipped bus is not available). This category is not applicable at RTD as all of our local fixed-route buses are 100% accessible.

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.
 
RTD makes schedule and route adjustments to the fixed-route service periodically. Based on those adjustments, Access-a-Ride service area and times may change.

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.

Conditional

Service for four (4) years subject to specific individual conditions, which are as follows:

Architectural/environmental barriers
Instances where there may be a lack of curb cuts, steep slopes, uneven terrain or lack of sidewalks that presents difficulty in travel for a specific trip.

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

Visitors to the RTD area can use Access-a-Ride service for up to 21 calendar days a year by providing documentation that they have a health condition or disability which prevents them from using the RTD system. For information on please call 303.299.2960.

Identification Cards

All Access-a-Ride customers, except those with visitor status, are issued a photo identification card. This card must be shown to the vehicle operator when boarding any Access-a-Ride or Access-a-Cab 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 identification.
 
If the Access-a-Ride identification card is lost or stolen, a replacement should be obtained immediately. For more information, please contact our Certification Center at (303) 202-9143 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 a year.

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.

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.

Guests are welcome 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 you fail to inform us that you will be bringing a PCA and/or a guest, and there is no room on board the vehicle when it arrives to pick you up, the PCA and/or guest may be denied services. If you did not request a PCA during your initial eligibility interview, you will need to contact the Access-a-Ride administrative office at 303.299.2960 for more information.

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.

Guests are welcome and will be charged the applicable fare. Any request for more than one guest, including children, is on a “space available” basis. Children under the age of six do travel free of charge and must be accompanied by an adult.

Customers are limited to three (3) grocery bags or similar-sized packages (no heavier than 20 lbs. each). Operators may help a customer carry three (3) packages on and off the vehicle from the same sidewalk or waiting area where the customer boards and gets off the vehicle. If you need to transport more than 3 items, please consider using our Food Service Delivery program.

Customers may use a personal folding grocery caddy to carry more than three (3) twenty-pound bags. Any other type of caddy will not be transported. The customer is required to maneuver his or her own caddy. Operators will secure the caddy in the vehicle. Please note: Grocery store carts are not permitted on board Access-a-Ride vehicles.

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. Animals purely for emotional support or comfort 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.  

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

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
• 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*
• Need for a Personal Care Attendant (PCA)
• If a guest will travel with the customer (including children)
• Which mobility device will be used for trip: manual wheelchair, power wheelchair, scooter
• Whether oxygen, a portable respirator, or a service animal will be used

 
*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.

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

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 of voice or keypad interaction

Access-a-Cab: Confirm details of scheduled trips

• Information available in Spanish and English
• Schedule a favorite trip (A-a-C 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 request the IVR Opt-Out Request form.

• Access-a-Cab service is available to eligible Access-a-Ride customers and is offered as a same-day alternative service. It is a regular cab service. Access-a-Cab is not meant to replace the Access-a-Ride program, nor is it a requirement of the Americans with Disabilities Act.

• The customer pays the first $2.00 of the fare; RTD pays the next $12.00. The customer is responsible for any amount over $14.00. No RTD tickets, coupons or passes of any kind are accepted as fare on Access-a-Cab. Fare payment policy is determined by the individual cab company furnishing the trip.

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

• When requesting a trip, provide the 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 PM must be scheduled before 9 PM; Access-a-Cab trips cannot be scheduled directly with the cab company. 

• Customers must be ready to travel at the requested pick-up time because cab drivers cannot wait or search for a customer.

• If circumstances prevent provision of the requested trip by ninety (90) minutes past the requested pick-up time, the cab company is required to notify the Access-a-Cab Call Center. The Call Center will then notify the customer and either reschedule or cancel the trip, as the customer chooses. If nothing is available, Access-a-Ride will not provide alternative transportation except for trips going back home.