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Dial-A-Ride Information

The Livermore-Pleasanton-Dublin area is served by two different paratransit providers with separate service areas, hours and regulations.  For residents of Pleasanton, daytime service is provided by the City of Pleasanton Paratransit Service, while dial-a-ride service during early morning and evening hours and Sundays is provided by Wheels.  For more information or reservations on Pleasanton's Paratransit, call (925) 931-5376 or go to their Pleasanton Paratransit Service page.

Dial-a-Ride 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, cannot independently board, ride and/or disembark from an accessible fixed-route transit bus or cannot get to/from a boarding or disembarking location.  All ADA eligible customers must be ADA certified by a transit agency, and be registered with Wheels before scheduling a ride.  For an application, call customer service at (925) 455-7510.  You may also download an ADA Application below.  This file requires the Acrobat Reader, available from the Reader Download page on www.adobe.com.

• ADA Application: Dial-A-Ride Application (72k PDF File)

Reservations

Call (925) 455-7510 for reservations. For the hearing impaired using a TTY, use the California Relay Service at (877) 735-2929. Reservations are taken Monday–Friday between 8 AM and 5 PM and Saturday-Sunday between 8 AM and 4 PM. Reservation can be made up to seven (7) days in advance and as late as the day before the ride is needed.  It is best to make reservations as soon as possible to ensure the time and trip desired

We make every effort to arrive within 15 minutes (earlier or later) of the scheduled pick-up time.  If the van is expected to be more  than 20 minutes late, customer service will notify the customer.  If the van is more than 30 minutes late, the customer will receive one free ride.  Customers must be ready within five minutes of notice of the van's arrival.  If a medical appointment takes longer than expected, please notify dispatch immediately to arrange a possible new pick-up time, but the desired time cannot be guaranteed.  For Pleasanton Paratransit Service(PPS) Reservations, Call (925) 931-5376.

Cancellations

To cancel a reservation, please call 455-7510 as soon as possible, but at least two (2) hours before the scheduled pick-up time. 

Missed Services (Late Cancellations and No Shows)

Definition of “Missed Services” - All late cancellations (a cancellation made less than two (2) hours before the scheduled pick-up time) and no shows (a trip for which a patron is not present at the prearranged location and has provided no advanced communication to the DAR about a schedule change).

Customers who fail to show up for a scheduled ride or cancel the ride less than two (2) hours before to the scheduled pick-up time 20% or more of the time (number of no-shows and late cancellations divided by the number of rides taken) AND three (3) or more times in a calendar month will have the following sanctions imposed on a progressive basis:

1st Sanction – Disciplinary phone call from the Paratransit Operations Manager

2nd Sanction – Formal written correspondence from LAVTA, which will warn the patron that another month of excessive “Missed Services” will result in a 15-day suspension of the service.

3rd Sanction – Formal notification of a 15 day suspension of the service. The proposed suspension dates will be no sooner than 20 days after sending the written correspondence to provide time for an appeal by the patron.

4th Sanction – Formal notification of a 30 day suspension of the service. The proposed suspension dates will be no sooner than 20 days after sending the written correspondence to provide time for an appeal by the patron.

5th Sanction – Formal notification of a 60 day suspension of the service. The proposed suspension dates will be no sooner than 20 days after sending the written correspondence to provide time for an appeal by the patron.

6th Sanction – Formal notification of a 90 day suspension of the service. The proposed suspension dates will be no sooner than 20 days after sending the written correspondence to provide time for an appeal by the patron. This notification will warn the patron that another month of excessive “Missed Services” will result in another 90-day suspension of service.

Sanctions will be administered progressively for each month that the infractions continue. The number of months which exceed the 20 percent and three (3) “Missed Services” rate will be calculated over a rolling 24-month period.

The patron has seven (7) calendar days after the date of the missed service placard to informally appeal to change a “Missed Service” to an “Excused Missed Service” to the Dial-A-Ride Operations Manager (placards cannot be used if the pick up location is a public place). The patron also has seven (7) calendar days after the date of the suspension notification to appeal the suspension in writing.

The patron is not penalized for no-shows or late cancels that occur because of verified sudden emergencies, which make it impossible for the patron to cancel more than two (2) hours before the trip. The patron is also not penalized for being a No Show if the ride arrived late (after the end of the pick up window) or if the vehicle was dispatched to a wrong address.

Paying For Your Trip

Each trip costs $3.50 in exact change, or with one ticket per trip, to be deposited in the fare box.  Tickets may be ordered by mail from:

Wheels Dial-A-Ride
1362 Rutan Court, Suite 100
Livermore, CA 94551

You can also use the ticket order form on our Fares page by going to this link:

• Order Form

Please enclose a self-addressed stamped envelope and a check made payable to Wheels.  Tickets may be ordered in any quantity. Be sure to mark on the check "Dial-A-Ride Tickets."

Service Hours

Livermore and Dublin:

Dial-A-Ride service is available during the times when Wheels Fixed Route service is operating:

• From 4:30 AM to 1:30 AM 7 days a week.

Pleasanton:

For Pleasanton ADA-eligible riders, Dial-A-Ride is available when Pleasanton Paratransit service is not operating:

• Weekdays from 4:30 AM to 8:00 AM and 5:00 PM to 1:30 AM.
• Saturdays from 4:30 AM to 9:00 AM and 4:00 PM to 1:30 AM.
• Sundays from 4:30 AM to 1:30 AM.

Note for Pleasanton Residents:

Monday to Friday service between 8:00 AM and 5:00 PM and Saturday service between 8:30 AM and 4:00 PM is provided by the City of Pleasanton Paratransit Service (PPS).  Call (925) 931-5376 for information or click on the "Pleasanton Paratransit Information" link below.

Comments and Complaints

Dial-A-Ride welcomes all suggestions, compliments and complaints.  Contact Wheels by phone at (925) 455-7500, by mail at 1362 Rutan Court, Livermore, CA  94551, or by email by visiting the Contact page and using the Comment Card.

Any questions or comments regarding eligibility should be sent to the Livermore Amador Valley Transit Authority (LAVTA) Executive Director and will be reviewed by an eligibility appeals board.

Using A Wheelchair/Mobility Device on Dial-A-Ride

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.

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 driver.  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.

Related Links:

• Access Alameda (Opens new window)
• Pleasanton Paratransit Service (Opens new window)
• RTC Card

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

Return to:  Dial-A-Ride

© Copyright Livermore Amador Valley Transit Authority.  All Rights Reserved.
1362 Rutan Court, Suite 100, Livermore, CA  94551.  WHEELS Information: (925) 455-7500.