Paratransit Frequently Asked Questions

 

Do I need my Paratransit ID to travel?

  • The RTC ADA Paratransit service does not require passengers to provide their Paratransit ID. If you wish to travel on Fixed Route for free you would be required to swipe your valid Paratransit ID.

I am from another state and have Paratransit services; can I use the RTC Paratransit service?

  • The RTC will treat as eligible for complementary paratransit service all visitors who present documentation that they have paratransit eligibility in the jurisdiction in which they reside. This can be accomplished in advance of arrival by requesting confirmation of paratransit eligibility be sent to the RTC either by mail, fax or e-mail.If the visitor is requesting to register in advance of their arrival and they are not certified for Paratransit with another transit agency then we will request that the visitor provide documentation of disability by mail, fax or e-mail.If the visitor appears in person to request visitor status and they are unable to present documentation of paratransit eligibility, we may require proof of residence and if their disability is not apparent the RTC will ask the visitor to sign a certification document that states that they are unable to use fixed route transit.

Are children permitted to ride RTC Paratransit?

  • Yes, but children under six years old must be accompanied by a responsible party. Children under six years old or who weigh less than 60 pounds must be secured in an approved child safety seat provided by the customer. For safety reasons, children capable of sitting on their own must sit in a seat and not on an adult’s lap.

Can I choose the type of vehicle that will pick me up for my trip?

  • No, RTC ADA Paratransit Services may contract with other providers for transportation service. The Customer Care agent is unable to tell the customer what type of vehicle will be used for their trip. All vehicles used through this service are required to display a RTC sign on their vehicle. If the customer does not see the sign, they should ask the operator to show it to them. It is important to note that all RTC vehicles are ADA accessible.

What if I have a comment or complaint about the RTC Paratransit service?

  • The RTC wants to hear from customers. If a customer has a comment or complaint, have them contact Customer Care at (702) 228-4800 option 7 or (702) 676-1834 (TDD) to ask a question or leave comments, complaints, suggestions or recommendations. Comments can also be made 24 hours 365 days a year online at rtcsnv.com by clicking contact us.
    Or if the customer prefers, he or she may write to:
  • RTC Paratransit Services,
    600 S. Grand Central Pkwy.,
    Ste. 350
    Las Vegas, NV 89106
    Attn: Customer CareWhen making a comment, please provide as much detail as possible so we can properly address his or her concern. For example, if the customer is reporting a situation involving a Paratransit vehicle, the exact date is necessary.

What if there is another passenger on the bus that is being disruptive?

  • The RTC desires to maintain and operate a safe, efficient, and effective public transit system. For the safety and comfort of all persons who interact with its public transit system, the RTC has established a policy to address the conduct of persons using RTC vehicles and facilities. To view the full policy please click here.  Please contact RTC Customer Care to report any inappropriate behavior via email by clicking here or call 702-228-4800 option 7.

Does a client have the right to appeal if their services are suspended?

  • Yes, the RTC allows client’s whose service is suspended to appeal that decision.  View the RTC Appeal process.

What is the policy for cancelling same day rides?

  • The RTC has a Customer No Show policy that identifies the time frames when cancellation can be made without penalty.  View the RTC Customer No Show policy.

Will the bus return to pick up a client who was a no show for their ride?

  • When the RTC takes a paratransit customer from their residence to his or her destination they will not be stranded at the destination except for the following:
    • Agent asks to schedule the customer’s return ride and the customer declines the return ride. If the customer calls in for the pick-up for the return ride, and they originally declined, it will fall under a same day ride request that RTC are not obligated to provide.
    • No fare. Customer receives one pass on this and it is documented in the scheduling software as a “no pay”. If the “no pay” is for his or her pick-up from their residence the RTC will not transport, but if it is to his or her residence the RTC will not strand and note it in system – future occurrences would be handled under the disruptive behavior policy.
    • One time only – this means the initial attempt to pick up the customer resulted in a no show a vehicle will be sent back one time when called. If the client no shows again there will be no  third attempt to pick up the rider.

Can the driver pull into my driveway?

  • No. RTC Paratransit vehicles are prohibited from traveling on private property or driveways.

Are the drivers required to provide assistance?

  • Drivers are instructed to provide assistance when necessary. A driver may assist you between your door and the vehicle and again between the door of the vehicle and the door of your destination as long as the driver does not lose sight of the vehicle. Drivers may not enter residences, businesses or nursing homes.
    • The driver will, if requested:
      • Help fasten lap belt
      • Verbally assist sight-impaired passengers.
      • Offer an arm for stability.

How much time between pick up times should I allow?

  • The interval between pick-up times on the same day is recommended to be at least two hours. For example, if the customer’s scheduled pick-up time is 10:15 a.m., it is recommended that the customer does not schedule their next ride until 12:15 p.m. This will help to ensure the customer has arrived at their first destination with enough time prior to the arrival of their second or return ride.

How long could I be on the Paratransit bus?

  • The RTC strives to keep your ride time to 90 minutes or less, however there may be certain circumstances, like distance, traffic, unforeseen incidents, etc., where your ride may exceed 90 minutes.

Why does the agent give me a different time frame than the one I requested?

  • The ADA allows a transit agency to negotiate pickup times within one hour before or after his or her desired departure time. The Customer Care Agent (CCA) will recite a 30 minute on time window based on an available negotiated time which may not exceed the ADA allotment.

What if I have to be at an appointment at a certain time?

  • The RTC allows for appointment requests, simply advise the Customer Care agent at time of scheduling of the time you wish to arrive for your appointment. The agent will then provide you with the pick-up window to ensure you arrive by the time requested.

Can I request both a pick up time and an appointment time?

  • No, the RTC Paratransit is a shared ride service customers are allowed to request either a pick-up time or an appointment time but not both.

Is Paratransit free?

  • No, the RTC Paratransit operates for $3 per trip. View a complete list or purchase Paratransit fare options online.

Can I bring my emotional support or comfort animal on RTC Paratransit?

  • The RTC does allow Service Animals on their services, if an animal’s only function were to provide emotional support or comfort for the rider, the animal would be considered a pet and must be in an appropriate pet carrier in order to be transported.

Can my service animal sit in the seat beside me?

  • No, service animals must sit on the floor or on the passenger’s lap. They may not occupy a passenger seat.

What are the hours of operation for RTC Paratransit?

  • RTC Paratransit service operates 24 hours per day, 365 day per week.

How do I know if an address is within the RTC service area?

  • You are able to utilize the interactive map, 24 hours a day, to verify whether address is within service area. You can also contact the Customer Care department (702-228-4800) from 7 am to 6 pm to verify an address.

What is the RTC policy for providing reoccurring rides?

  • There are three categories of subscription requests, each with different criteria:Weekly trips – will occur at least three (3) times over a seven day periodWeekday trips – will occur at least two (2) times, Monday through FridayWeekend trips – will occur at least one (1) time on Saturday and / or SundayTo be considered for subscription service a person must demonstrate a pattern of no excessive cancellations or no-shows. Requests may be made by contacting a RTC Customer Care Agent.The RTC offers subscription services as an optional component of service. Subscription services are allowed under the Americans for Disabilities Act (ADA) of 1990 but not mandated. Your request may be placed on a waiting list. When a space becomes available, the individual will be notified. Requests are maintained for four months, after which, you may re-apply.The RTC offers Subscription service for trips that are considered as being considered as being consistent and repetitive where continuation will extend over a period of at least 90 days. Once subscription service goes into effect, there is no need for additional reservation calls.

What is the Unattended Customer Policy?

  • The Unattended Customer Policy allows customers, who require assistance from a Personal Care Attendant (PCA) to travel without a PCA on the vehicle if the PCA or otherwise responsible party is present to receive the passenger at each destination. This allows the customer to continue to remain as independent as possible when accessing services, but also ensures the customer’s safety and well-being.

What is the RTC Policy Regarding Complementary Paratransit Service for Visitors?

  • The RTC will treat as eligible for complementary paratransit service all visitors who present documentation that they have paratransit eligibility in the jurisdiction in which they reside. This can be accomplished in advance of arrival by requesting confirmation of paratransit eligibility be sent to the RTC either by mail, fax or e-mail. If the visitor is requesting to register in advance of their arrival and they are not certified for Paratransit with another transit agency then we will request that the visitor provide documentation of disability by mail, fax or e-mail. If the visitor appears in person to request visitor status and they are unable to present documentation of paratransit eligibility, we may require proof of residence and if their disability is not apparent the RTC will ask the visitor to sign a certification document that states that they are unable to use fixed route transit.