Booking
Before booking a Paratransit trip, the reservationist should confirm the rider’s name, trip date, pickup address, drop-off address, and this important time-related detail.
What is the requested pickup time or appointment time?
This tells the rider when they need to be ready for their vehicle.
What is the pickup window?
When a passenger declines all alternative booking options offered for a more suitable time.
What is a TRIP REFUSAL?
A rider brings someone to assist them with travel. The reservationist should confirm whether that person is listed as this.
What is a personal care attendant (PCA), or a guest?
A Paratranist rider says, “I want to go from my house to Walmart today using GoLink.” The first thing the agent should check is this
What is whether the trip is within the correct GoLink zone?
A rider says, “I have to be at my appointment by 9:00 a.m.” The reservationist should book the trip using this type of time.
What is the appointment time or arrive-by time?
If a vehicle arrives within the pickup window, the trip is considered this.
What is on time?
When a passenger calls at least two hours prior to their scheduled pick-up to cancel.
What is an ADVANCED CANCEL?
The recap should include the date, day, pickup time or window, pickup address, drop-off address, and this if applicable.
What are mobility aids, attendants, return trip, and special instructions?
A rider says, “I have a wheelchair.” The agent should document this because it affects this part of the trip.
What is a ambulatory rider vs non ambulatory, and whether or not the wheelchair can be folded down and put in the trunk of a vehicle.
A rider says, “Pick me up at 9:00,” but later says their appointment is at 9:15. The reservationist should clarify this before booking.
What is whether 9:00 is the pickup time or the appointment time?
A rider is not ready when the vehicle arrives during the pickup window. This could result in this outcome.
What is a no-show?
When the driver arrives at the pick-up location and the passenger informs them they no longer need the trip.
What is CANCEL AT THE DOOR?
After recapping the trip, the reservationist should ask this final confirmation question.
What is “Is everything I stated correct?
A rider is upset because the pickup time is not exactly what they requested
What is Trip Negotiating the available options?
A rider asks for a trip outside the allowed scheduling window. The reservationist should should explain this.
Paratransit reservation line hours of 8am-5pm, Mon-Friday. Or book on the web 24hrs/7days a week option.
The DART service that has a wait time for a passenger of 1 minutes.
What is a Golink?
When a passenger calls after the 20-minute window has passed and the trip is still processing, disrupted, or the driver has not arrived.
What is a MISSED TRIP?
Paratransit trips must generally begin and end within this approved area.
What is the DART Paratransit service area?
Before ending any completed booking call, the agent should repeat all trip details and ask this question.
What is “Is everything I stated correct?”
A rider does not want to schedule a return trip because they are unsure what time their appointment will end. The reservationist should explain this important Paratransit booking rule.
What is NO SAME DAY bookings in Paratransit?
The DART service that has a wait time for a passenger of 5 minutes.
What is a Paratranist?
When the driver arrives at the pick-up location, but the passenger cancels due to the delay.
What is a LATE DRIVER?
ADA Paratransit service is based on DART’s fixed-route system and generally serves areas near these types of DART transportation.
What are DART bus and rail routes?
A rider says, “I’m disabled, so I automatically qualify for Paratransit.” The reservationist should understand that disability alone does not automatically qualify them; eligibility is based on this.
What is their ability to independently use fixed-route bus or rail?