For information in an alternate format, please call the Paratransit Department at (757) 222-6087 or email us at firstname.lastname@example.org.
- Category 1 = Unconditional Eligibility
This determination is made for persons who cannot navigate the fixed-route public transit system independently without the assistance of another individual.
- Category 2 = Conditional Eligibility
This determination is made for persons who are able to navigate the fixed-route public transit system on a conditional basis. Conditions that may not be navigational for these persons may be certain weather or accessibility to/from the bus stop. In these cases, a conditional eligibility would be determined so the person may use Paratransit during those certain weather conditions or to/from a bus stop which they would then be able to use the fixed-route public transit system.
- Category 3 = Temporary Eligibility
This determination is made for person’s who may have a temporary disability which is expected to change over a period of time. It may also be granted if the user is a visitor from another region and has already been approved for Paratransit service in their place of residence.
If none of these categories apply, you may be determined ineligible for the service.
- Apply online https://www.adaride.com/Default.aspx or
- Call 877-ADA-RIDE (877-232-7433) between 11 a.m. and 8 p.m. EST to start the application process and have the necessary forms mailed to you.
- TDD Customers call (310) 410-0985
Please note: If a written eligibility determination has not been made within 21 days following the receipt of a completed application package, presumptive eligibility will be granted to the applicant on the 22nd day, and Paratransit service will be provided by Hampton Roads Transit until a determination has been made.
- https://www.adaride.com/Default.aspx or
- Call 877-ADA-RIDE (877-232-7433)
- TDD Customers call (310) 410-0985
Afterward, please call (757) 222-6087 to provide the following information:
- Date(s) service is needed
- Local address for stay
- Date of Birth
- Contact phone number
If you are not currently a certified Paratransit customer, or there is no Paratransit service available in your area, you will need to provide us documentation of your disability. Please call our office at (757) 222-6087 for more information.
As a visitor, all HRT Paratransit service policies and procedures are to be followed. Eligible visitors may use HRT Paratransit service for a total of 60 days per year. Service beyond those 60 days will require the standard eligibility application process for permanent use.
- Courtesy and respect from public transit personnel, including timely phone service and accurate information
- Service comparable to fixed-route service
- Information available in accessible formats
- Open public involvement process for changes in service or fares
- Reasonably well-maintained vehicles
Paratransit passengers have the following responsibilities:
- Respect for other passengers and public transit personnel
- Obey vehicle and service rules, including but not limited to:
- No eating, drinking or smoking.
- Origin-to-destination service.
- Comply with service rules for scheduled pickup time.
- Keep service animal under control.
- Schedule and use Paratransit service only when fixed-route service cannot be used because of disability.
- Limit “no shows” and late cancellations since these affect the availability and timeliness of service to others.
- When using audio or video devices, please use earphones. Loud music will not be tolerated on any HRT vehicle.
- When using cell-phones, please talk quietly.
For the full policy, please refer to the Unified Service Plan and Policy.
HRT’s Paratransit service is typically an origin-to-destination service rather than door-to-door. Unless you make a specific request, your driver will not assume that you need assistance to or from your door. In the event you need help getting to or from the door, your driver will give you reasonable assistance provided that while the driver helps you, she or he can maintain a clear line-of-sight to the vehicle and safely leave your fellow passengers. Should you require assistance door-to-door, please let us know when you make your reservation. Your driver will be notified of your needs and will be happy to reasonably assist you.
Drivers have no medical certification to be able to assist in any medical situation other than dialing 911. It is recommended that the certification department has a current emergency contact on file for you.
However, any disabled passenger accompanied by a PCA must be previously approved for such status through Paratransit eligibility, and must first present his or her issued Paratransit Eligibility card with PCA status when boarding. If the passenger fails to provide to the operator proof of an approved PCA status, the person accompanying the passenger will be considered a companion and will be charged the full applicable service fare. There are no exceptions to this. Proper identification and declaration of PCA status must be presented to all Hampton Roads Transit operators for passengers to board, since not all disabilities are obvious.
Note: When scheduling your ride, please inform the reservationist of any additional mobility aid(s) your PCA or companion may have.
Drivers are not permitted to assist with or handle service animals. Drivers may exclude a service animal from any service or HRT facility or vehicle when that animal poses a direct threat to the health and/or safety of others.
Service animals are permitted on any and all HRT services by following these guidelines:
- Your animal must be on a leash, or in a closed carrier, and remain under your control at all times.
- Your animal must not be aggressive toward people or other animals on board and must display appropriate behavior at all times.
- Your animal must remain at your feet or on your lap for the entire trip and is not permitted to sit on a vehicle seat.
- Your animal must be housebroken as you are responsible for any damage or soiling caused by the animal.
A pickup window time is a 30-minute window, or time period, when your driver may arrive. This means that the driver will not arrive at an exact time, but rather arrive within a 30-minute window time and be considered on time. For example, if you ask to be picked up at 11:00 a.m., you will be given a time between 10:00 a.m. and 12:00 p.m. based on demand. If the time you are assigned is 10:45 a.m., then your ride will be considered on time if it arrives between 10:30 a.m. and 11:00 a.m. You must be ready to board at any time within your 30-minute pickup window time.
Wait time refers to the amount of time a driver is required to wait for the passenger to board or be ready to board the vehicle at curbside. Drivers are required to wait a total of 5 minutes upon arriving within or after the pickup window time at the scheduled pickup location. If the driver has completed the 5-minute wait time and the customer has not made contact, the driver will continue on their route and the customer will be considered a no-show.
The Call Center is open 7 days a week, but please note:
- You can book rides over the phone between 8:00 a.m. and 5:00 p.m.
- You can get live support for confirmed rides at any time of day, except between 2:00 a.m. and 5:00 a.m.
Your trip must be scheduled by 5:00 p.m. the day before you wish to ride. For example, if you wish to ride on Thursday, you need to call on Wednesday by 5:00 p.m.
Reminder: Return trips are not automatically scheduled for you.
To schedule a trip you must have your Paratransit identification number ready and call (757) 455-8010, TDD/TTY customers call 711. If a requested time is not available, under ADA regulations, we must offer you an alternate time within one hour prior or one hour after the time you are requesting. This will be discussed with you at the time of your call. If you will be riding with a personal care attendant (PCA), child or companion (guest), please tell the reservationist.
- Be sure to have the scheduling number (757) 455-8010 should you need to cancel your return trip or check on a trip later in the day.
- Be ready to board the vehicle at curbside at any time during the duration of your scheduled 30-minute pickup window time.
- Make sure you have your exact fare or ticket ready before boarding.
- When the vehicle arrivals, present the driver with your Paratransit identification card and pay the fare when boarding.
When speaking with a reservationist, be sure to request and save a confirmation number. Should you need to cancel your trip outside of ride booking hours (8 a.m. to 5 p.m.), you may call the same number and leave a voicemail stating your identification number, name, and the trip information you would like to cancel. No confirmation number will be issued during those hours.
Reminder: Return trips are not automatically cancelled. To avoid a violation, you must also cancel your return trip if one was scheduled.
In accordance with HRT’s No-Show and Late Cancellation Policy, any Paratransit service client is subject to sanction(s) or enforcement(s) for violation of the policy. Should any Paratransit service client establish a practice or pattern of excessive no-shows and/or late cancellations, that client’s services may be suspended. Any combination of three (3) Late Cancellations or No Shows in any consecutive three-month period or less will be deemed “excessive” and is defined as a “violation” of this policy. Passengers with excessive Late Cancellations/No-Shows will be subject to sanctions as described below.
Please note considerations for the number of violations will be made for more frequent users of the service, providing the number of violations do not exceed 10% of the total trips taken:
- First Violation = Seven (7) day suspension of service
- Second Violation = Fourteen (14) day suspension of service
- Third Violation = Twenty-one (21) day suspension of service
- Fourth Violation = Thirty (30) day suspension of service
For the full policy, please check the No-Show and Late Cancellation Policy.