For information in an alternate format, please call the Paratransit Department at (757) 222-6087 or email us at firstname.lastname@example.org.
Paratransit service works side-by-side with our fixed-route services in a “demand-response” capacity, meaning eligible customers call in advance for the service to be delivered. A fare is required for each ride.
These services are federally mandated because of the American with Disabilities Act (ADA) of 1990. People with disabilities are entitled to the same public transit opportunities that everyone else uses.
Paratransit service is mandated for persons with disabilities who are unable to use the fixed-route system because of their disability. Disabilities may or may not be visible, so many types of disabilities may be considered and, therefore, establish no set criteria. Please keep in mind that mobility aids, such as wheelchairs, do not automatically qualify someone to use Paratransit services.
All HRT bus, ferry, and rail vehicles are equipped to accommodate most wheelchairs and other mobility aids so wheelchair users can use the fixed-route system. To ensure proper eligibility and use of our Paratransit service, you are required to provide details pertaining to your disability, as well as a minimum of one medical professional contact who is familiar with your disability for verification.
- 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.
After submitting your completed application, ADARIDE will contact you and/or your medical professional with any questions to complete the process.
To help us provide service during your stay, please have your present service provider fax your current eligibility information to (757) 222-6025.
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.
This service is commonly known as the public transit system. Persons with disabilities may qualify for discounted fares, and any senior over the age of 65 or Medicare cardholders automatically qualify to ride the fixed-route service for discounted fare.
Paratransit operates during the same hours and days as the regularly scheduled fixed-route service which varies according to each route. In addition, Paratransit only services areas within a 3/4 mile radius of any fixed-route. This means your pickup and drop off location must be within a 3/4 mile radius of any fixed route service in order for Paratransit vehicles to serve you.
The one-way fare for HRT Paratransit is posted on our Fares page. Each trip is to be paid separately. Paratransit accepts exact cash fare or pre-purchased tickets only. Passengers are expected to pay when boarding. Paratransit operators cannot make change, nor can they accept credit cards, vouchers and/or insurance. Customers may purchase ten ride ticket books though MV Transportation.
- 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.
Drivers are required to offer customers assistance with stability when boarding or exiting a vehicle, securing their wheelchair/scooter, and securing their seatbelt or safety harness. Drivers are not required to assist in the operation of mobility devices at any time or act as a personal care attendant. Drivers are also not permitted to assist with or handle service animals.
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.
Personal Care Attendants (PCAs) are for the personal assistance of a disabled passenger and are not provided by Hampton Roads Transit. Passengers traveling with a PCA are not required to travel with the same PCA for every trip taken. A PCA needs no formal certification or identification to be recognized for free ridership in order to assist a disabled passenger.
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.
Trained service animals boarding any Hampton Roads Transit service are free of charge and are not limited to any specific breed. A permit is not required, however you may be asked to confirm that your animal is a service animal. You are responsible for the care and supervision of your service animal at all times.
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:
Paratransit service is a shared ride service so passengers will likely be riding in the same vehicle together. Ride time refers to how long each passenger may be riding in a Paratransit vehicle until they reach their destination. Scheduled ride times have to be comparable to regular fixed-route service travel times. The total scheduled maximum ride time for Paratransit passengers is currently 90 minutes. This means that you may be traveling in the vehicle for up to 90 minutes before reaching your destination. Please plan your trips with this in mind and ensure you have designed your trips to include ride time in order to reach your destination on time.
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 a.m., your ride will be scheduled to arrive between 10:45 a.m. and 11:15 a.m. and be considered on time. You must be ready to board at any time within your 30-minute pickup window time.
Paratransit service is a prior-day, reservation-only service and will not accommodate same-day service requests. In order to ride Paratransit, you must be certified and schedule your trip(s) in advance.
Paratransit reservationists are available Sunday through Saturday between 8 a.m. and 5 p.m. Your trip must be scheduled by 5 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 p.m.
Reminder: Return trips are not automatically scheduled for you.
Should a Paratransit passenger need to cancel their trip, they will need to do so at least 2 hours prior to the start of the 30-minute pickup window time or it will be considered a Late Cancellation violation. To cancel a trip, you will need your Paratransit identification number and call (757) 455-8010.
When speaking with a representative, be sure to request and save a confirmation number. Should you need to cancel your trip before 8 a.m. or after 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.
Missing or cancelling a scheduled trip late may result in loss of your Paratransit Service. When missed trips occur, they are classified as a No-Show or Late Cancellation. You are considered a No-Show for a trip if you fail to board or fail to be ready to board the vehicle after the driver has waited the 5 minutes within the on-time pickup window for that trip. You are considered a Late Cancellation if you fail to cancel your scheduled trip at least 2 hours prior to that trip’s pickup window start time.
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