For information, visit
myaccessride.com
(412) 562-5353
T T Y 711
Rider
Guide
Everything you need to know
about the Connections Program
Transportation is provided by a number of
service providers under contract to ACCESS
Transportation Systems. These providers are the
companies which own and operate the vehicles
and actually provide the transportation.
To place a trip reservation, call the ACCESS
program oce.
Welcome
to ACCESS
ACCESS Program Overview
About ACCESS Service .............................................................................. 2
ACCESS Program Oice ............................................................................3
Using ACCESS Service
Fares ..................................................................................................................... 5
Scheduling a Trip ...........................................................................................5
RealTime Information .............................................................................. 10
In-Touch Callouts ........................................................................................11
Safety and Service
Rider Guidelines ...........................................................................................12
Assistance ...................................................................................................... 13
Mobility Aids ..................................................................................................14
Incident Reporting .................................................................................... 16
Special Requests ........................................................................................ 16
Driver Training ............................................................................................. 16
Vehicles.............................................................................................................17
Winter Weather ............................................................................................17
Compliments and Complaints ............................................................. 18
2
ACCESS Program Overview
About ACCESS Service
ACCESS is a shared-ride, public transportation program
sponsored by Pittsburgh Regional Transit (PRT). The ACCESS
program is part of PRT’s family of services.
ACCESS Connections service is provided throughout Allegheny
County and to destinations 1.5 miles from the Allegheny County
line in adjoining counties, seven days per week between the
hours of 6 a.m. and 11 p.m. There are no restrictions on the type
or number of trips you may take.
You can use Connections to:
• Get an ACCESS ride to and from PRT bus stops if there is no
stop within ¾ mile from your origin or destination. This is called
“Feeder Service.”
• Take a direct ACCESS trip if the trip on the bus is less than ve
miles and would take you more than 90 minutes one-way.
• Take a direct ACCESS trip if there is bus service within ¾ mile,
but not within an hour of the time you wish to travel.
The ACCESS program oers only shared-ride transportation,
which means that passengers must share the vehicle with other
riders traveling at the same time. The vehicle may make several
stops along the way before dropping you o. Ride-sharing helps
make the best use of available vehicles and keeps the cost down.
PRT’s bus and light rail service is accessible to people with a
variety of disabilities. All PRT buses are equipped with ramps and
“kneelers” to lower the rst step. Other accommodations such as
stop announcements and easy-to-read signs make using the bus
easier than ever. People with disabilities are eligible for a PRT half-
fare card. Make PRT’s accessible bus and light rail service your rst
transportation choice whenever possible. For more information, go
to rideprt.org/accessibility.
3
ACCESS Program Oce
The ACCESS program is managed from a central oce with
experienced customer service sta available to answer
questions or provide assistance. This oce is located in
Downtown Pittsburgh in Centre City Tower at the corner of
Seventh Avenue and Smitheld Street.
ACCESS Transportation Systems
Centre City Tower
650 Smitheld Street, Suite 440
Pittsburgh, PA 15222
(412) 562-5353 or TTY 711
myaccessride.com
Oce hours are Monday through Friday, 8 a.m.–4:30 p.m.
Accessible Formats
Upon request, all materials can be provided in the following
accessible formats: Braille; large print; and Word or Text les by
e-mail.
Language Line services are available for individuals who need an
English language interpreter.
Upon request, aids and services are provided to communicate
with people who have communication disabilities.
4
When to call the ACCESS program oice:
• You would like to learn more about other program options
for which you may be eligible.
• You would like to le a complaint or compliment. ACCESS
service providers are not permitted to accept these.
• You cannot get through to the service provider on the
telephone after trying for 15 minutes.
• Your prescheduled vehicle is more than 20 minutes late.
• You have waited over 30 minutes for your will-call return.
• You have missed your prescheduled pick-up from your
home and are requesting that another vehicle be sent
for you.
• You have a question about your ePurse account.
• You would like to request a reasonable modication.
• You are traveling to or from Pittsburgh International Airport.
Eligible riders and their personal assistants or companions
may each take two pieces of luggage and one carry-on bag.
Please keep luggage to a reasonable size and weight
We want to hear from you!
Providing high quality service is a top priority for the ACCESS
program. Customer service representatives are available to
assist riders with any questions or concerns.
5
Using ACCESS Service
Fares
All ACCESS fares are predetermined based on trip distance.
When you place your trip reservation, the reservationist will
tell you how much your trip will cost each way. Based on trip
distance, a direct trip fare will be $3.15, $3.90, or $5.25. The fare
to or from a bus stop is $2.50 each way. Fares are paid from a
personal electronic account that you establish called ePurse.
See the enclosed ePurse User Guide for information about
setting up and using your ePurse.
Want to Travel with Someone?
You may take one companion for the same fare as you, which is
also deducted from your ePurse account.
Scheduling a Trip
To schedule a trip, call the ACCESS program oce. Reservations
are accepted Monday through Friday. The call taker will conrm the
service provider for your trip and give you their phone number.
• All trips must be placed one business day in advance between
the hours of 8 a.m. and 3 p.m.
• You must call Friday for trips on Saturday, Sunday and Monday.
6
Scheduling Information
When you call to book your trip, have the following
information ready:
FYour full name
FPIN number for your ePurse
FThe day and date of your trip
FYour complete address, including neighborhood
(e.g., Troy Hill) and any special entrance information
FYour apartment number and intercom or bell number
FYour home or cell phone number
FAppointment time or pick-up time. If you do not have an
appointment time, the call taker will help you determine
a pick-up time that will ensure your on-time arrival.
FReturn time. Only trips for appointments with non-
predictable ending times may be scheduled with a
“will-call” return.
FComplete address of your destination, including specic
entrance. The call taker may specify a specic entrance
for hospitals, malls, etc.
FPhone number at your destination, whenever possible
FIf you’ll be using any mobility aids
FIf you need any special assistance, (e.g., “I am blind”)
FIf someone will travel with you
Be sure the call taker tells you his or her name, repeats your
itinerary back to you, and tells you the fare for your trip;
please keep record of this information.
7
Keep In Mind…
• You may be asked to adjust your pick-up or return time to
accommodate a shared-ride schedule.
• When traveling during rush hours, allow some extra time to
reach your destination.
• Trac and heavy demand for service during peak periods may
add to your trip time.
• The vehicle may make stops for other riders along the way.
On-Time Denition
Drivers are permitted to arrive 10 minutes before or 20 minutes
past the scheduled time and still be considered on-time. Riders
must be ready to go and waiting at the door 10 minutes before
the scheduled pick-up time. The driver is only permitted to wait
ve minutes for a late passenger.
Guaranteed Ride Home
The ACCESS program has a guaranteed ride home policy. If
ACCESS service takes a rider to a destination, the rider will not
be left without a ride home. The return trip will be provided as
promptly as possible.
8
Standing Orders
Riders may request “standing order” reservations for trips
taken on a regular basis. The vehicle automatically comes as
scheduled unless you call to change or cancel the order. A
standing order trip must meet the following criteria:
• Taken at least three times per week at the same time
• Has the same origin and destination all three days
A cancellation rate of 50% or more may result in the cancellation
of your standing order. Standing orders are automatically
canceled on the following major holidays: New Year’s Day,
Memorial Day, Independence Day, Labor Day, Thanksgiving, and
Christmas. If you need your regular standing order trip on these
days, you must call the service provider.
Will-Call Returns
If you are traveling to an appointment with a non-predictable
ending time, you may choose to call for your return trip when you
are ready to leave. Make the call yourself to the service provider:
• Go directly to the entrance specied to wait for the vehicle.
• You must return from the same place you were dropped o
unless the pick-up location is very close by (e.g., a dierent
entrance at a hospital, a dierent shop in a strip mall, etc.).
Please communicate the new location to the call taker.
• If you choose to call for a return trip, you should expect to wait
anywhere from 5–45 minutes.
• Will-call returns are not permitted on weekends, on a holiday, or
after 5 p.m., even for medical appointments. You must schedule
your return trip during these times.
Cancellations and Reservation Changes
You may not change your destination or time once you have
boarded the vehicle. Drivers are not permitted to accept
information regarding cancellations or changes. If you wish to
make a change, call the service provider.
9
If you need to cancel a trip, you can:
1. Call the service provider.
2. Cancel online at myaccessride.com.
- Click “My Rides” in the upper right-hand corner of the screen.
- Login by entering your Username, and, if you are a rst time
user, your PIN. You will be prompted to set up a password. You
will use this password to login in the future.
- Click “View Scheduled Trips.”
- Select the trip you would like to view.
- Click “Cancel Trip.” You will be prompted to enter your PIN
(4-8 digit number) to conrm the cancellation.
You can cancel your trip online, as long as you are canceling at
least one hour before your scheduled pick-up time. If you need to
cancel your trip within one hour of your scheduled pick-up time,
you must call the service provider to avoid a no-show.
No-shows
A no-show happens when the driver arrives on-time at the
correct location, announces their arrival properly, but the rider
has not canceled the trip and does not go.
• Trips you do not wish to take should be canceled at least one
hour before the scheduled pick-up time.
• Failing to cancel a trip at least 15 minutes before the scheduled
time is considered a no-show.
• If the vehicle is late and you decide to leave before it comes,
your cooperation in calling to cancel the ride before leaving is
appreciated.
• Riders with excessive no-shows will receive a letter of
explanation within 30 days.
If your rst trip of the day is a no-show, all your other trips for
the day will be automatically canceled, unless you call the
service provider. Cancellations at the door and no-shows are a
serious violation of ACCESS program policy, a waste of valuable
resources, and may result in suspension of ACCESS service.
10
RealTime Information
RealTime uses Automatic Vehicle Location (AVL)
to give up-to-date information about your trip. You
can see the vehicle’s estimated time of arrival (ETA),
the number of stops before yours, and the vehicle
number. It is available 30 minutes before your scheduled pick-
up time. You can also use it after boarding the vehicle so you
know the expected arrival time at your destination. RealTime
information is available in three ways:
Online by Computer or Smartphone:
• Go to myaccessride.com and click “My Rides” in the upper
right-hand corner of the screen.
• Login using your username and password.
• Click “View Scheduled Trips,” select the
trip you’d like to view, and click “Map.”
• RealTime information will be
displayed below a map that shows
your pick-up location and the
vehicle’s current location.
By Text:
• Make sure the phone number you’re
using is on le with the ACCESS
program oce.
• Text “ETA” to (412) 727-8262.
• You will receive a text with RealTime
information about your trip.
By Phone:
• Make sure the phone number you’re using is on le with the
ACCESS program oce.
• Call (412) 727-8262.
• You will hear automated RealTime information about your trip.
11
In-Touch Callouts
In-Touch Callouts oer an automated call or text
message to the phone number you choose when the
vehicle is within approximately ten minutes of arrival.
You can personalize callouts to have them go to dierent phone
numbers for dierent parts of your trip. Riders and care partners
can receive calls or texts when a vehicle has arrived or departed
from home and any destination. For example:
• Donna receives a text to her cell phone when the vehicle is
arriving to pick her up from home, and receives a text when she
is being picked up from the grocery store.
• Edward and his family receive a call to his home phone number
when he is being picked up, and his mother receives a call to
her cell phone when he is dropped o at his day program.
• Callouts are also sent to advise you of a low ePurse balance,
weather-related cancellations, and system wide updates about
the service.
Tips for Using Callouts
• Please remember that these callouts are a courtesy and not
guaranteed, as there may be issues in communication beyond
our control. It’s always good to be ready at least 10 minutes
prior to your scheduled pick-up time.
• Set a special ringtone just for ACCESS trip calls or text
messages, so you’ll know when your vehicle is close.
Setting Up Callouts
To set up callouts in a way that works for you, you can call
the ACCESS program oce during regular business hours at
(412) 562-5353 or TTY 711.
12
As a rider:
FYou must be ready to leave when the driver arrives, to
avoid delaying other passengers.
FYou must ride in the vehicle that comes for you. Both vans
with lifts and sedans are used for ACCESS service.
FYou must wear a seat belt.
FYou must carry a form of identication with you and be
prepared to conrm your name and destination to the
driver.
FYou can bring four (4) reasonably sized packages which
should not exceed 20 pounds each, are about the size of a
reusable grocery bag (15in wide x 13in tall x 6in deep), and
do not create a safety hazard.
FYou cannot smoke, eat, or drink in vehicles.
FYou must use headphones when listening to audio
devices.
FYou must refrain from talking on your cell phone on the
vehicle except in emergencies.
FYou must refrain from abusive, seriously disruptive, or
illegal behaviors.
FYou can ride with a pet so long as the pet is in a carrier
that ts on your lap.
FService animals and service animals in training are
welcome.
Safety and Service
Rider Guidelines
13
Assistance
Your driver is a professional. Drivers in ACCESS service are
thoroughly trained, have good driving records and have
had criminal history background checks and drug/alcohol
screenings.
Drivers will:
• Wear a Photo ID Badge, clearly displayed, with their name,
employee number and company name and will identify
themselves to you upon arrival
• Knock on the door, ring the bell, or have the oce call to
announce their arrival
• Assist you to and from the door if there are no more than four
steps
• Assist you in boarding the vehicle, getting to your seat, and
getting o the vehicle
• Assist you with fastening your seat belt and securing your
wheelchair or mobility aid
• Assist you with carrying up to four reasonably sized packages
Drivers are not permitted to:
• Enter your home, or look for you beyond the lobby of any
building in which you are waiting
• Drop you o at any destination other than what you have
scheduled
• Assist you up or down more than four steps, over uneven
surfaces such as gravel or grass, or on hazardous ramps/steps
• Accept tips
Children
Children under the age of 10 must be accompanied by an adult.
Children age 4 and under must use a car seat provided by the
parent. Pennsylvania state law requires that children over the age
of 4 but under age 8 must be secured in a seat belt and a child
booster seat. The booster seat must be provided by the parent.
14
Mobility Aids
Mobility aids are accommodated in all vehicles and drivers are
trained to assist.
• Portable oxygen, personal respirators or other life support
equipment are permitted on board. The equipment must be
small enough to t into the vehicle and be secured.
• Service animals and service animals in training are welcome.
Service animals must sit on the oor of the vehicle.
Accessibility of Vehicles
ACCESS service is provided with a combination of lift-equipped
vans and sedans.
• If you use a wheelchair or scooter, a lift van will always be
provided for you.
• You cannot request a specic vehicle type unless you require
the use of the lift.
• If you cannot walk up or down steps of a vehicle, you can ride
up and down standing on the lift. There are handrails on both
sides for you to hold on to, and the driver will help you.
• If you can’t get in and out of a sedan, a van will be provided for you.
To make sure the right vehicle type is on le for you, please call
the ACCESS program oce.
15
If you use a wheelchair or scooter:
• Any wheelchair or scooter with three or more wheels and
up to 50" long and 32" wide can be accommodated.
• The total combined weight of the rider and the wheelchair
or scooter must not exceed 800 lbs. Requests for service
from people whose mobility aid exceeds this size or weight
are considered on a case-by-case basis. Contact the
ACCESS program oce for assistance.
• You may choose to board the lift either facing outward or
facing the vehicle.
• All wheelchairs and scooters must be secured by the driver
using a four-point securement system.
• The driver will secure the seat belt. If you use a wheelchair,
the use of the shoulder harness is strongly recommended,
but not required. Ask the driver to adjust the height if it is
not comfortable.
• If you use a manual wheelchair, the driver will assist you
up or down curbs or up to 4 steps, as long as the total
combined weight of the rider and the wheelchair does not
exceed 250 lbs.
• If you use a power wheelchair or scooter, the driver is not
able to provide any assistance up or down curbs or steps.
• Other than assisting you on and o the lift, the driver will
not operate your power wheelchair or scooter.
16
Incident Reporting
Drivers are required to report incidents, which are then
individually investigated by ACCESS program sta. Although they
may not be strictly transportation-related issues, the ACCESS
program works with its network of community partners to resolve
individual issues including: lack of accessibility to the house; a
change in condition (onset of confusion or poor balance); signs of
abuse; or problems with personal hygiene or nutrition.
Special Requests
If there is an ACCESS program rule or policy that, due to your
disability, makes it dicult or prevents you from using the service,
you may call or write to the ACCESS program oce to request a
reasonable modication. When at all possible, requests should
be made in advance. They are considered on a case-by-case
basis and implemented as long as they are reasonable and do not
create a direct threat to others or a fundamental change to basic
ACCESS service.
Driver Training
Drivers are trained to prociency using a combination of
classroom and on-the-road training, including the following topics:
• Defensive driving
• Fatigue awareness
• Passenger assistance techniques
• Use of lifts and wheelchair securements
• Quality customer service
• Radio and emergency procedures
• Age, disability, and diversity awareness
• Pre-trip vehicle inspection
• Use of on-board technology
• Protected personal information and condentiality training
17
Vehicles
Every vehicle used in ACCESS service is equipped with on-
board video recording devices and GPS technology including
Automatic Vehicle Location (AVL) which displays, in real-time, the
location of every vehicle. All vehicles are inspected regularly and
meet all state and federal requirements for safety. Vehicles are
equipped with two-way radios, climate control, and emergency
equipment.
Winter Weather
Path of Travel Between Home and the Vehicle
It is the responsibility of riders to make sure that the entry way
of their home is free of snow and ice, and clear year-round.
The ACCESS program oce is available to connect you with
community resources for snow/ice removal.
If there is an accumulation of snow or ice on the walkway, the
driver may not be able to assist you to and from the door. If the
driver can’t get to your door, you will receive a phone call from the
service provider. You can meet the driver at the curb.
Road Conditions
Throughout the winter, every eort will be made to provide your
service. However, if your driver cannot nd a safe, passable
route to your home, you will receive a call to tell you that it is not
possible to pick you up that day.
Traic Delays
Snowy and icy conditions make travel slower and create more
trac. You may wish to allow a little more time to get to your
destination if the weather forecast is for snow. Your patience
is appreciated during times when late arrivals due to severe
weather conditions are beyond the driver’s control.
18
Compliments and Complaints
Providing the ACCESS program oce with information about
your service is always helpful. Please call the program oce
promptly when you have had a problem so that sta can work
to prevent it from happening again. Every complaint is reviewed
the same day it is received. All complaints are investigated and
responded to—usually within two weeks.
Hearing about a positive experience you have is always
appreciated, as well. Compliments about drivers, call takers, or
service in general are passed along and help to highlight superior
performance.
You may le a compliment or complaint by telephone, in writing
or in person at the ACCESS program oce. Complaints must be
registered with the ACCESS program oce. Neither your service
provider nor your driver is permitted to accept a complaint.
19
Filing a Complaint
Prompt, accurate reporting of complaints makes follow-
up easier and more eective. Complaints are handled in a
condential manner. Your complaint should include as much
of the following information as you can provide:
FYour name and address
FThe date and day of the week of your trip
(e.g., Monday, January 25)
FThe service provider for your trip
FScheduled pickup and return time, or the time you called
for return
FThe address of your destination
FThe name of the call taker who took your call
FAn exact description of the incident
20
We want to
hear from you!
Your comments and suggestions help continue
to improve the ACCESS system and are
very valuable in planning and evaluating the
transportation service.
Write or visit in person:
ACCESS Transportation Systems
Centre City Tower
650 Smitheld Street, Suite 440
Pittsburgh, PA 15222
Call:
(412) 562-5353 or TTY 711
Oice hours are Monday through Friday,
8 a.m.–4:30 p.m.
If you need help understanding ACCESS
programs or services, please reach out.
Centre City Tower
650 Smitheld Street, Suite 440
Pittsburgh, PA 15222-3907
(412) 562-5353
TTY 711
myaccessride.com
8 a.m.–4:30 p.m.
Monday–Friday
