Dial-a-Ride Policies

Personal Care Attendants

A Personal Care Attendant (PCA) is an individual who must accompany a passenger in order for the passenger to fulfill the purpose of his or her trip. For an individual to qualify as an attendant, the certified passenger must have established the need for a PCA during the ADA eligibility process. PCAs are always allowed to ride with an eligible passenger and are not required to pay a fare. They must, however, travel from the same point of origin and to the same destination as the ADA-certified passenger.


A companion is someone riding with a certified passenger, but not as a PCA. One companion is always allowed to ride with the certified passenger as long as a reservation has been made for the companion and the companion travels from the same point of origin and to the same destination. The companion pays the same fare as the certified passenger. More than one companion is allowed if space is available.

Trip Cancellations

Please notify Dial-a-Ride as soon as you know that you will be unable to make a scheduled trip.

Cancellations can be made throughout the day. When calling to cancel, please provide the following information:

  • Name,
  • Address,
  • Date and time of pickup (specify a.m. trip, p.m. trip, or both).

No Shows

A “no-show” is defined as when the passenger is not present at the prearranged pickup time and location and the passenger has given no notice to the Dial-a-Ride reservations center that they need to cancel their trip.

If the driver arrives for a pickup and is unable to contact you, the driver may notify the dispatcher. The driver will wait no longer than a few minutes (under normal conditions) past the pick-up time. As a result, any scheduled return trip for that day will also be canceled.

What Happens When I’m a No-Show?

No-shows make it difficult to provide services efficiently and cause delays and inconvenience for other riders. All passengers are responsible for calling to cancel trips that are not needed.

A passenger who records more than three no-shows in any 60-day period may be notified by mail of system policies and expectations of passengers. A second series of no-shows may result in a 30-day suspension from Dial-a-Ride services.

Subscription riders may lose their subscription privileges after recording more than three no-shows within a 60-day period.