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DAR Rider Information
Rider Information | Frequently Asked Questions
Helpful information to make your ride on Wheels Dial-A-Ride an enjoyable one.
Eligibility
Wheels
Dial-a-Ride service is available to those individuals in Livermore and Dublin
(and Pleasanton before and after the hours that the Pleasanton Paratransit operates) who because of their disability or health-related condition
(1) cannot independently board, ride and/or disembark from an accessible fixed-route transit bus or (2) cannot get to or from a boarding or disembarking
location. All ADA eligible customers must register with Wheels or be ADA certified by another Bay
Area transit agency before scheduling a ride. For an application contact
customer service at (925) 455-7510 or you can download an ADA
application (In PDF format - 78k) here. This file requires the Acrobat Reader,
which you can get from the Reader
Download page on www.adobe.com. City
of Pleasanton daytime riders should contact the City of Pleasanton Paratransit
at (925) 931-5376 for registration materials and information on scheduling rides.
Comments and Complaints
Dial-A-Ride
welcomes your suggestions, compliments and complaints.
To let us
know how you feel, call your customer advocate at (925) 455-7510, or write Wheels
at 1362 Rutan Court, Suite 100, Livermore, CA 94551, or email us by visiting
our Contact page and using our comment card. All
complaints will be investigated and responded to within 21 days of receipt. Passenger names will not be given to the driver.
Any questions
or comments regarding eligibility should be sent to the Livermore Amador Valley
Transit Authority (LAVTA) General Manager and will be reviewed by an eligibility
appeals board.
Wheelchairs and Mobility
Devices
Wheelchairs are required to be in
good working order with functional brakes. Drivers are not allowed to push
wheelchairs up or down inclines or over barriers. We encourage wheelchair
users to remain in their chair and wear a lap belt during loading and unloading,
as well as while riding on Dial-a-Ride. All mobility devices will be secured
to the bus by the coach operator.
Using your Wheelchair/Mobility device on Dial-A-Ride
All Wheels vehicles are equipped with wheelchair lifts, and all our coach operators receive special training in the boarding and securement of wheelchairs.
- Drivers cannot physically assist individuals in maneuvering their mobility devices.
- It is suggested that all wheelchairs have locking brakes.
- Wheelchair lift platforms are 30” x 48”. Our dial-a-ride vehicles may not be able to accommodate wheelchairs with a larger wheelbase than these dimensions.
- All mobility devices will be secured into the tie-down areas of the bus by the coach operator. It is the driver's responsibility to ensure that mobility devices are properly secured.
- All riders are required to use a seatbelt. Lap belts will be provided for individuals who use wheelchairs and do not have their own lap belt.
- Your mobility device should be free of bags and any other attachments that may interfere with securement of the device.
- Enjoy your ride.
Driver Responsibilities
Drivers are prohibited from lifting
and carrying customers. If a customer lives in a building where stairs cannot
be avoided, it is the customer's responsibility to have assistance available.
Drivers will assist riders up and down outside ramps where necessary. Drivers
and customers should work together to determine which loading situations appear
hazardous and notify customer service of potential problems.
Drivers are not allowed to enter
a private residence. Drivers will escort customers to and from the front
door of their residence as long as they can remain within sight of their vehicle.
Drivers may enter waiting rooms or lobbies in office and commercial establishments,
but must keep their vehicle in sight at all times. Drivers may assist with
grocery and shopping bags of reasonable weight or luggage up to two trips from
van to destination. Drivers will not park where the van cannot safely turn
around.
Attendants and Companions
One attendant/escort may
accompany a customer free-of-charge. The attendant must be picked up and
dropped off at the same location as the customer. An attendant/escort
is someone who is essential to the customer for mobility. Drivers are
not allowed to perform attendant duty functions.
A customer may also request rides
for a companion. The companion must be picked up and dropped off
at the same location as the customer. Companions must pay the same fare
as the customer. An ADA-certified individual is guaranteed space for
two companions. Customers can request trips for additional companions on
a space-available basis.
Visitor Policy
If you are a visitor to the area and have been certified as ADA-eligible by a public transit operator in another
area, you can use Dial-a-Ride for 21 days.
Customer Courtesy
For the safety and comfort of all
customers, no smoking, eating or drinking (except for medical emergency), or playing
of radios is permitted. Drivers are forbidden to accept tips or gratuities. We reserve the right to refuse service.
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