Access-on-Demand
Access-on-Demand Updates
It has come to the attention of RTD staff that the booking and reservation application utilized by one of the agency’s Access-on-Demand partners allows individuals to request multi-stop trips when booking services. This multi-stop option, while certainly convenient, is not available to other RTD customers, including Access-a-Ride customers who utilize the agency’s traditional accessible services provided through the agency’s branded paratransit vehicles.
Access-on-Demand
Access-on-Demand is an optional subsidized curb-to-curb service using taxi and ride share providers. Individuals with current certification for Access-a-Ride are eligible to use the service. If certification is lapsed and an extension is provided, the extension does not apply to Access-on-Demand services.
Service Parameters:
- 60 trips per month (to be divided among all selected providers)
- Trips are only to be used by the Access-a-Ride customer, they are not for family members, PCAs, or significant others, even if used on behalf of the customer.
- App accounts are to be in the customer’s name and managed by the customer.
- One trip is a single stop (multi-stop trips are not allowed).
- RTD will subsidize the first $25 of each trip. Any amount exceeding the $25 subsidy will be paid by the customer.
- All trips are scheduled through the provider apps (Uber/Lyft) or the Call Center (Metro taxi and zTrip only).
Access-on-Demand customers should be reminded that this service is not their only transportation option.
- There is no fare to use the fixed route bus or rail service when one presents their Access-a-Ride ID card.
- Fares on Access-a-Ride are $4.50, airport trips are $19.
Access-on-Demand is an extremely popular service; however, it may not meet everyone’s needs.
- Access-on-Demand drivers receive general sensitivity training while Access-a-Ride drivers participate in a comprehensive training program designed specifically for transporting individuals with disabilities.
- For individuals who feel comfortable traveling alone and without supervision, Access-on-Demand will be a good option, otherwise, our recommendation would be to continue using Access-a-Ride.
- For individuals unable to manage curb to curb transportation, Access-a-Ride will provide the needed assistance to get to the door.
Service Abuses: the following actions are considered service abuses on Access-on-Demand.
- Exceeding the 60-trip limit through use of multiple providers and failing to monitor trips-immediate removal and suspension according to the schedule below.
- Use of “add a stop” feature on the Uber app-suspension at the onset of the next month.
- Use of round trips- suspension at the onset of the next month.
- Providing trips to someone else- immediate suspension and then according to the schedule below.
Customers who abuse the Access-on-Demand policies as stated above will be subject to the following suspension schedule:
- First violation - 7-day suspension with only 45 trips
- Second violation – 14-day suspension with only 30 trips
- Third violation – 21-day suspension with only 15 trips
- Fourth violation –one month suspension
- Additional violation - referral to an appeal committee with potential removal from Access-on-Demand services
Appeals may be submitted to the [email protected] email address and must specifically relate to the reasons for the suspension. Inclusion of receipts for trips is encouraged.
Payments
- RTD does not manage and cannot see the payment methods in your account.
- Any issues regarding payment should be addressed directly with the provider either through the app or via customer service. Contact information is available on specific provider pages.
- Tipping is encouraged, but it is not covered in the subsidy amount, it is billed to the customer’s payment method.
- Customers using Apple pay or Google Pay will see a temporary hold for the full amount of the trip. The hold will reverse in 3-5 business days. To avoid please use another form of payment.
- Customers should monitor their receipts as they travel (bank/card charges are not reflective of what is charged) to understand how payment was billed.
- All billing disputes should be communicated with the provider directly, either through the app/website, or where available, phone. RTD cannot intervene until the customer has attempted to resolve disputes through the app/with the provider directly. Submission of the documentation of that correspondence will be required.
Complaints
- Use the provider’s app/website to submit any questions and concerns or contact our taxi providers through the contact numbers listed on their pages.
- In addition to the provider, complaints may also be submitted to customer care.
Updates
- All updates to customer information should be communicated via the enrollment form, including changes to
- Phone numbers.
- Email addresses.
- Updates to eligibility that take place after the original certification expiration date. (Access-on-Demand does not monitor customers undergoing the certification process).
- If there are program updates, RTD will post them on the website, or contact you through the email address provided upon enrollment.
- Ride share providers regularly update their apps, please set your apps to automatically update to ensure your app is current.
- If there is important information which RTD needs to share with all customers, we will add it to our outgoing message on our voicemail at 303-299-2530 and send out an interactive voice response (IVR) message. It is therefore important that you update the phone number in your Access-a-Ride profile when you update your phone number for Access-on-Demand.
Additional Information
More Information
Additional Contact Information
Contact UsEnrollment Form
Enroll for Access-on-Demand hereAccess-a-Ride New Customer Application
Information about applying for Access-a-Ride services as a new customer
Apply for Access-a-Ride