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| Home › FAQ › Elderly and Disabled |
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What does “curb to curb” mean? |
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Passengers must be able to meet the vehicle at street level. Drivers can assist passengers in and out of the vehicle upon request. Riders are responsible for themselves beyond the curb. Drivers cannot blow horns, ring doorbells, knock on doors, or enter a home or facility looking for a rider. |
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| Will I always be picked up at the exact time I request? |
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At times, the WRTA will need to adjust your pickup time up to an hour before or after your requested time. Since WRTA paratransit is a shared-ride form of public transportation, you may be sharing the vehicle with other riders. |
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| Please explain the “20 Minute Window.” |
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ADA paratransit service is a shared ride, public transportation service. Since paratransit service is not an exclusive taxi-like service, there are operational factors which make it necessary to estimate the actual arrival time for a scheduled pickup. The estimated time of pickup requires that the passenger be ready and waiting at the curb (or an area where the rider can see the vehicle arrive) during the entire “window” of time. This “window” of time is called the “20 minute window.” The vehicle is considered on time if it arrives during that window of time. Once the vehicle arrives, it can only wait five minutes before leaving for the next pickup. |
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What should I do if the driver does not pick me up or arrives at the wrong time? |
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If the driver does not pick you up, or arrives before or after your 20-minute pick-up window, you should call 508-752-9283 to inform a PBSI service representative of the situation. |
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What if the driver takes me to the wrong location? |
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Drivers can only take you to and/or from a pre-scheduled destination. If you think the driver has taken you to the wrong location, ask the driver to contact his/her dispatcher. The dispatcher will then contact PBSI to remedy the situation. |
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What if I miss my return ride? |
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You will need to contact the scheduling office at 508-752-9283 to determine when another vehicle might be available. You need to be aware that although we will try to accommodate your second request, there may be times when you will need to make other arrangements for that ride.
The WRTA has a "No Show" Policy. Anyone who has 3 or more "No Shows" within a 90-day period can be suspended from using the service for up to 30 days. Letters will be sent informing riders of their first and second "No Shows." A reminder of the policy and the service problems caused by "No Shows" will be included in this mailing.
If a rider accumulates three "No Shows" within 90 calendar days from the first "No Show", the rider will not be permitted to use the service for a period of up to 30 calendar days. |
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Can someone else ride with me on medical trips? |
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If you require a Personal Care Attendant (PCA), that individual rides for free (the paratransit rider pays the regular fare). You may also bring one (1) traveling companion who pays the same fare as the paratransit rider. PCAs and companions can ride with anyone using the service. |
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What is the fare? |
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The fare is $2.25 one-way. An additional $0.25 is added for each additional town outside of Worcester up to a $3.00 maximum fare. |
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Are pre-paid tickets available? |
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Yes. Pre-paid tickets are available at the WRTA Customer Service Center, 317 Main Street, Worcester, MA and at the WRTA Administrative Office at 287 Grove Street, Worcester, MA. For more information on purchasing pre-paid tickets, call 508-752-9283. |
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What if I don’t have exact change? |
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You must have exact change to give the driver prior to boarding the vehicle. You will not be allowed to board the vehicle without the correct fare. |
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Do you have a travel training program? |
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The WRTA has a Travel Training Program that teaches people how to use the regular bus service in Worcester and surrounding communities. Instruction is provided free of charge. You can request a Travel Training session by contacting PBSI at 508-752-9283 ext. 3461. |
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How do I use this system if I don’t speak English? |
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The WRTA offers a “How to Ride the Bus” guide in seven languages: English, Farsi, Laotian, Portuguese, Russian, Spanish, and Vietnamese. PBSI also has staff that speak Spanish and Portuguese, although it is the client’s responsibility to be able to communicate with WRTA staff. Most other languages are available on the website through Google Translate (located at the top of all pages). |
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Please explain the Americans with Disabilities program. |
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The Americans with Disabilities Act (ADA) Complementary Paratransit Service is a safety-net for those individuals whose disability prevents them from using the fixed route bus. To be eligible for ADA Complementary Paratransit Service, you must be able to meet the vehicle at street level. ADA riders can travel anywhere within Worcester and along ¾ mile corridors surrounding each WRTA bus route outside of the City. You must apply in person for ADA service and be determined eligible under the guidelines of the Americans with Disabilities Act. ADA service is a shared ride demand response service. ADA trips can be equivalent to the amount of time it would take on the fixed route bus including wait time. ADA trips can be scheduled up until 4:30 P.M. the day before the trip is needed and as many as seven (7) days in advance. ADA regulations permit the scheduling of your ride up to one hour before or one hour after the trip time you request without making you late for an appointment. |
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