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WHEELS Para-Taxi Program Riders Guide

Participating Taxi Companies' Scores

Participating Taxi Companies' Scores on a 5 Point Scale:

Guide to the User Satisfaction Scores - Participating taxi companies have a agreed to follow the following LAVTA's Performance Standards:

1. Taxi cabs need to have working taxi meters and the taxi meters need to be turned on.
2. Taxi drivers need to charge the metered fare (tips are in addition to the metered fare).
3. Drivers need to issue taxi receipts per customer request.
4. Pick-ups need to be performed within 45 minutes of the trip request or within 10 minutes of a pre-scheduled trip.
5. Taxi cabs need to be litter-free, clean, and absent of offensive odors.
6. Drivers need to deliver excellent customer service.

Introduction

The Wheels Para-Taxi Program is a premium paratransit service, which provides flexible same day transportation service for ADA-certified Wheels Dial-A-Ride riders. Although it does not qualify as complementary paratransit service under the “Americans with Disabilities Act” (ADA), this service does provide convenient, same day service that may satisfy the transportation needs for many of our ADA-certified customers. Para-Taxi is offered in addition to the Dial-A-Ride service. You are encouraged to use taxis for some of the trips you normally would use Dial-A-Ride.

How does it work?                               

This is a reimbursement-based program, which means that you have to pay up front to the taxi driver, save your receipts, fill out the Reimbursement Request Form and you will receive a check from Wheels (similar to rebate programs available in stores).  Please make sure you ask the driver for a taxi receipt (taxi receipts typically look like regular business cards).  Without the receipt we cannot reimburse you.  WHEELS WILL REIMBURSE YOU 70% OF THE TOTAL TAXI FARE (METER FARE PLUS UP TO 15% TIP, AND EXTRA CHARGES FOR WHEELCHAIR ACCESSIBLE CABS) UP TO $10 MAXIMUM PER RIDE, WHICHEVER IS SMALLER.

In other words, if your total taxi fare is less than $14.29, Wheels will reimburse you 70% of the fare, and if the fare is more than $14.29, you will get reimbursed a $10 flat rate.

Some examples:

• If your total taxi fare is $10, Wheels will reimburse you $7 (70%) and you pay $3.
  
  
• If your total taxi fare is $15, Wheels will reimburse $10 and you will pay $5.
  
  
• If your total taxi fare is $25, Wheels will reimburse $10 and you will pay $15.

Please note that maximum reimbursement per person per month is $80.

How do I get reimbursed?

Wheels will reimburse the participants twice a month.  For convenience, we recommend that you send in several receipts at once – about once per month, depending on how often you ride with taxis. To receive reimbursement, you need to fill out and send in Taxi Reimbursement Request Form with your receipts.  For each ride you need to fill out the following information:

• Date and Time of the trip
  
  
• Origin and Destination – address and type of place (home, drug store, etc.)
  
  
• Taxi company name
  
  
• Please rate your satisfaction with your ride (options are Very Good, Good, Fair, Not Good, and Poor). The participating taxi companies have agreed to use taxi meters, charge the metered fare (extra fees for wheelchairs), issue taxi receipts per request, be on time (pick-up within 45 minutes of the trip request or within 10 minutes of a pre-scheduled trip), have clean cabs, and deliver excellent customer service.
  
  
• If the trip you took by taxi was not available, how would you have travelled? Please choose one of the options or write your own under “Other”
  
  
• Meter fare, Tip, Wheelchair Accessible Cab fees (you do not have to fill this part out)
  
  
• Total paid fare (includes meter fare, tip, and surcharges for accessible cabs if applicable)

Wheels will send you a new Taxi Reimbursement Form with your reimbursement check. You can also download this form from our web site at www.wheelsbus.com

How do I schedule a ride and which taxi companies can I use?

The following taxi companies have agreed to participate in the program:

1. DESOTO CAB – Please call (925) 277-9999 or (925) 245-9999 for reservations
   
   For wheelchair accessible vans DeSoto Cab charges $10 pick-up fee in addition of the meter fare.  Please request wheelchair van in advance if you can.
   
   
   
2. YELLOW CAB OF TRI-VALLEY – Please call (925) 833-8294 for reservations.
   
   
   
3. A LIVERMORE CAB COMPANY – PLEASE NOTE: Use this company ONLY if your trip originates in LIVERMORE – Call (925) 339-5233 for reservations.
   
   
   
4. SILVER CAB COMPANY – PLEASE NOTE: Use this company ONLY if your trip originates in PLEASANTON or DUBLIN – Call (925) 734-8888 for reservations

In order to get reimbursed, you can only use the taxi companies in this list.  These are the companies who expressed their interest in participating in the program.  You can also hail a cab as long it is one of the participating taxi companies.  As other taxi companies might sign up, please check our web site www.wheelsbus.com for updated list and any other program updates/information, including user satisfaction scores with the participating taxi companies.

Are there any wheelchair accessible cabs?

DeSoto Cab Company has a wheelchair accessible cab, but there is a $10 surcharge (in addition to the metered fare) when using this vehicle.  The vehicle is also not always available.  Wheels reimburses 70% of the TOTAL taxi fare (this includes extra charges for using wheelchair accessible cabs) up to $10 maximum per ride.  

What is the service area?

Your trip has to originate from Wheels Dial-A-Ride service area (Livermore, Dublin or Pleasanton).  You may go outside of that area, but please keep in mind that long distance trips can be quite expensive and your maximum reimbursement per trip is $10.

What are the taxi rates in Tri-Valley?

Tri-Valley taxies currently charge $2.50 per flag drop and $2.50 per mile.  There are extra fees for wheelchair accessible cabs.

Am I required to provide a tip to the driver?

It is a common practice to tip taxi drivers and Wheels encourages you to tip.  The amount depends on the passengers’ satisfaction with the quality and efficiency of the ride and courtesy of the driver.  Driver tips typically average 15% of the meter fare.  Tips up to 15% can be included with the reimbursement request.

Can I have attendants and/or companions riding with me?

Attendants and companions may accompany you.  No extra fares will be required for the additional passengers.

Related Files

• Reimbursement Form (86k PDF)
• Para-Taxi Rider's Guide (70k PDF)

A portion of the Wheels Dial-A-Ride service funded by Measure B. Your transit tax dollars working for you.

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1362 Rutan Court, Suite 100, Livermore, CA  94551.  WHEELS Information: (925) 455-7500.