How to Use Dial-A-Ride

How to Use Dial-A-Ride

Dial-A-Ride customers may schedule rides one to three days in advance. RTA encourages customers to provide as much advance notice as possible to allow schedulers to more efficiently route vehicles.

To request a ride, call (800) 795-7887 or TTY (800) 396-3610. Dial-A-Ride requests are taken Monday through Friday from 7 a.m. to 6 p.m. and weekends from 8 a.m. to 5 p.m.

When making a request, please have the following information available:

  • The date and time of travel
  • Your pick-up time and address
  • Your destination address
  • When you would like to arrive at your destination
  • Your return time and address
  • Verify whether you will be using a mobility aid such a wheelchair, walker or service animal. If you use a wheelchair, it may not be larger than 32 inches wide and 52 inches long and your combined weight with your wheelchair may not exceed 800 pounds, or we will be unable to accommodate your trip.
  • Confirm that you will be travelling with a companion or an authorized personal care attendant. (Companions are required to pay the full fare.)

Negotiating Trip Times

Due to the high volume of requests, RTA may be unable to give customers the exact time they request. RTA allows for a negotiated pick-up time within one hour before or after the requested trip time. If your return time changes, call (800) 795-7887 as soon as possible and we will make every attempt to reschedule you.

Be Ready for Your Trip

When making a reservation, you will be given a 30-minute pick-up window (for example: 11 a.m. to 11:30 a.m.). Because your ride may arrive any time within that 30-minute window, you must be ready and waiting to go at the start of the window. Be prepared to show your appropriate ADA and picture identification cards to the driver. Once your trip is scheduled and you board the vehicle, you may not change your destination. RTA provides an origin-to-destination Dial-A-Ride service. Vehicles are not allowed to go into driveways and drivers are not allowed to lose sight of their vehicle at any time. If you are not present when the vehicle arrives, the driver will wait five minutes. After five minutes, the driver will mark you as a no-show. There are penalties for excessive no-shows.

Service Animals

Service or guide animals necessary for travel by customers with disabilities are allowed on all RTA vehicles. Small pets are allowed if they are secured in a pet carrier that can be safely placed on a customer's lap.

Wheelchair Securement

The Code of Federal Regulations (CFR) title 49 states that RTA "may require that wheelchair users make use of securement systems for their mobility devices." This section gives RTA the right to choose whether or not wheelchairs must be tied down. RTA exercises this right and insists on securing the wheelchair. We require a four point securement. If the chair cannot be secured using this method, the tie down will be completed as effectively and safely as possible. Customers that do not want their wheelchair secured may not be transported. 

Carry-on Items

To ensure the safety of our passengers, we ask that you limit the number of carry-on items to two. Once onboard, you must be able to keep the packages secure. Carts or strollers must be folded prior to boarding. Open food and beverages other than water are prohibited. Eating and smoking are not allowed.

Cancelling a Ride

If a trip needs to be cancelled, you are urged to cancel it as early as possible by calling (951) 943-0319 or (866) 543-4782 or TTY (800) 369-3610 or you can e-mail us at . Trips may be cancelled up to 6 p.m. the day prior to the scheduled ride time without penalty. If you cancel a trip after that time, you may be assessed penalty points that may result in suspension of service. More than three unexcused no-shows within a 30-day period will result in a 15-day suspension.

If a Dial-A-Ride customer is a no-show for the first part of a round trip, RTA will not automatically cancel the return trip. It is the customer's responsibility to call and cancel if the return trip will not be needed. Failure to cancel the return trip may result in a no-show.

Checking on Your Ride

If your ride appears to be running late, you may check on it by calling (800) 795-7887. Please do not call to check on your ride until your 30-minute pickup window has begun.

Travel Time

Be aware that Dial-A-Ride is a shared service and you may be riding with other customers who may be picked up or dropped off before you. The time of your trips may vary, and direct service to your destination may not be available. Some trips may include a transfer.

Child Safety Seats

All Dial-A-Ride vehicles can be equipped with child safety seats for children under six years of age or weighing less than 60 pounds. Customers travelling with a child in need of a safety seat should notify RTA when making their reservation.

FARES

The base fare for Dial-A-Ride service is $3.00 per passenger, per boarding. The maximum fare is $9.00 per one-way trip and will be based on the number of city zones you travel. Depending on where your trip begins and ends, you may be required to transfer. Exact fare for the entire trip is required and must be paid upon boarding your first bus. Drivers cannot give change. When you schedule your trip the operator will tell you the fare required for that trip.

Only ADA-certified passengers may bring personal care attendants. If eligible, your attendant may accompany you at no charge and an additional companion may ride for $3.00 per fare zone if space is available. If your child is serving as your personal care attendant, he/she may ride if space is available. Children under 47" tall ride for 50 cents per fare zone.

Buddy Fare

The Buddy Fare is a great way to save money on Dial-A-Ride. With this special program, two to 10 eligible customers can share the fare for each fare zone. The entire group must be picked up within a half-mile radius of each other and travel to the same destination.

NO-SHOW POLICY

In an effort to improve the availability of appointment time slots and make Dial-A-Ride service more efficient for all customers, the RTA No-Show Policy is designed to limit the number of late cancellations and no-shows. The policy considers a customer's overall frequency of use, and establishes "a pattern of practice of abuse" that is relative to how often a person travels. The overall no-show rate for all customers will be considered so that customers with average no-show records are not penalized.

Any Dial-A-Ride customer who cancels their ride after 6 p.m. the night before their scheduled pickup will be marked a late cancellation. Any Dial-a-Ride customer who is a no-show or cancels their trip within two hours of their scheduled pick-up will be marked as a No-Show. Customers in violation of the policy may have their service temporarily suspended. Please note that in the event of a no-show, the return trip will NOT be automatically cancelled and it is the customer's responsibility to cancel that scheduled trip.

  • RTA staff will measure the system-wide average for no-shows, and identify customers who significantly exceed this average. A detailed review of customers' trip history and no-show frequency will be performed before a suspension of services is considered.
  • At the end of each month, customer late cancellation and no-show rates will be reviewed and compared to the system-wide average. Those customers found to exceed twice the system-wide rate may be subject to suspension of services. Only those cancellations within the customer's control will be considered.
  • Customers in violation of the policy will receive a warning on the first offense; subsequent non-compliance could result in suspension of services for seven calendar days.
  • A 30-day notification will be provided to the customer prior to suspension, and includes an appeals process that allows the customer to dispute a finding of non-compliance. The 30-day period also allows staff to consider such factors as life-sustaining services that require transportation such as dialysis treatments or chemotherapy appointments.

Right to Appeal

Persons receiving suspensions will have the right to appeal. To file an appeal, a customer or his/her representative must send a written explanation of why the customer should not be suspended along with any supporting facts and statements. The appeal must be received within 30 days of notification of suspension. Appeals should be sent to Riverside Transit Agency, 1825 Third Street, Riverside, CA 92517, Attention RTA Contract Operations Department.

Individuals will be permitted to ride the bus during the appeal process. Rulings shall be deemed final.

FREQUENTLY ASKED DIAL-A-RIDE QUESTIONS

Can I change my destination once I board the bus?

No, once your trip is scheduled and you board the vehicle, you may not change your destination. All trips must be scheduled in advance.

How early should I be ready for the bus?

Passengers will be given a 30-minute window for when their bus will arrive. Since the bus may arrive any time during that window, all passengers must be prepared to depart at the beginning of their allotted 30-minute window.

Can the driver give me change if I don't have the proper fare?

No, exact fare is required upon boarding.

Can I bring my pet?

Service or guide animals necessary for travel by passengers with disabilities are allowed on all RTA vehicles. Small pets are allowed if they are secured in a pet carrier that can be safely placed on a passenger's lap.

Can I carry packages onto the bus?

Yes, but to ensure the safety of our passengers, we ask that you limit the number of carry-on items to two. Once onboard, you must be able to keep the packages secure. Carts or strollers must be folded prior to boarding.

May I eat on the bus?

No, food and beverages other than water are prohibited. Smoking is also not allowed.

Riverside Transit Agency

Riverside Offices
1825 Third Street
P.O. Box 59968
Riverside, CA 92517-1968
(951) 565-5000
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Office Hours: 8:00 a.m. to 5:00 p.m. Monday through Friday. Closed Saturdays, Sundays and Holidays.

Customer Information Center
(951) 565-5002
Hours of Operation: 6 a.m. to 10 p.m. weekdays, 8 a.m. 10 p.m. weekends.

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