All Paratransit trips require an advanced reservation. All reservations must be made by 1:30PM the business day before your appointment; however, you may request a reservation as far ahead as two weeks. You must call with your requests by 1:30PM on Friday for trips on Saturday, Sunday or Monday.
You must speak with a person; requests for trips left on the voicemail will not be accepted. We suggest avoiding Mondays from 7:00AM-9:00AM, which is a peak call time. You can also book your Shared Ride trips online through the FindMyRidePA website. To get started, visit www.FindMyRidePA.org.
Note: There is an exception for trips of the ADA Complementary Paratransit Program, which can be scheduled the day before your trip during regular business hours of 7:30AM –4:00PM, Monday – Friday. Saturday 7:15AM to 3:45PM, Sunday and holidays can be made via an automated phone system.
Click here to apply for shared ride/paratransit service.
Frequently asked questions:
What number do I call to make a reservation?
To schedule a reservation for transportation, call rabbittransit Customer Service at 1-800-632-9063. Customer Service operates between 7:00AM and 7:00PM, Monday through Friday, and between 7:45AM and 3:00PM on Saturday.
What information do I need to schedule a trip?
- Your Client ID number or name. If you are making a trip for someone else, please give their Client ID number or name.
- The appointment time. Note: See Travel Guidelines concerning appointment times.
- The exact address for the trip that you are requesting.
- The name of the doctor or facility for the trip that you are requesting.
- Any required mobility device(s).
- If you need a personal care assistant.
- Notes about special entrances to your building (i.e. Apartment located at back entrance etc.).
Passengers are responsible for notifying rabbittransit of any address or phone number changes by 1:30PM the business day before their trip.
How much will I pay?
Different programs have different co-pays. Co-pays differ between passengers who utilize different funding sources. Please see Shared Ride Fares for detailed fare charts about funding sources and trip purposes. A rabbittransit Customer Service representative will confirm the cost of your co-pay for the specific trip you are booking at the time of reservation.
Will someone other than rabbittransit pick me up?
rabbittransit utilizes subcontractors to provide transportation. This means a passenger may be picked up by different providers in different types of vehicles (i.e. taxi cab, mini-van, van, bus, etc.). Not all vehicles will include a rabbittransit logo or signage, but a transportation company name should appear on the vehicle.
Will I receive a trip confirmation?
rabbittransit uses an Interactive Voice Response (IVR) system for automated phone calls to remind riders of their pick up and return times. For more information on this system, see our Trip Confirmation page.
Can I bring my personal care assistant?
PCA’s must be pre-approved by rabbittransit during application process. Passengers who wish to travel with a personal care assistant must submit a form from their physician. This requirement is waived for ADA Complementary Paratransit riders. For more information on our policies and to download the form, visit our Personal Care Assistant page.
Can your vehicles accommodate my mobility device/aid?
All vehicles are ADA accessible and service animals as defined by the ADA are permitted on board. The ADA applies to service animals who have been trained to perform specific work or tasks for persons with disabilities. Click here to view bus lift limitations.
Cancellation Policy
It is critical that you call us if you are cancelling your trip. Cancellations not made in a timely manner expend resources when vehicles are dispatched. This ultimately factors into the cost it takes to provide service and may, in time, raise fares.
CANCELLING A TRIP
Customers are responsible for cancelling any trips they no longer need. To cancel a trip, customers must call 1-800-632-9063 at least one hour prior to pick up or cancel through the IVR system the night prior to their trip.
If a customer “no shows” their first trip of the day, subsequent trips will not be automatically cancelled. It is the responsibility of the customer to call rabbittransit to alert us of all cancellations.
Any cancellations not made within one hour of the scheduled pick up (24-hour notice is preferred) will result in a “no show.” See the No Show Policy section below.
Outside of regular Customer Service hours, cancellation messages may be left on the dispatch voicemail. You will automatically be connected to this voicemail after regular hours when calling 1-800-632-9063. Be sure to give the name of the passenger who has the trip.
If you are part of a summer camp program and cancelling your trip, please also call the STAP provider to alert them of your absence.
Actions leading to suspension and/or termination of service include, but are not limited to the following:
- No Shows
- Use of obscene/abusive language
- Uncooperative behavior
- Smoking
- Eating or drinking on vehicles
- Willful damage to rabbittransit property
- Willful injury to another passenger, employee or volunteer
- Willful damage to the property of any rabbittransit representative
- Any unlawful actions
- Failure to return required documentation
- Any action that impedes upon safe vehicle operation
- Recurring or unresolved hygiene or incontinence issues
rabbittransit will suspend or terminate service to a customer when the following occurs:
- The customer no longer needs service
- The customer misuses the service
- The customer displays uncooperative behavior
Group Trips
There are occasions in which passengers wish to travel in a group from a specific location to a shared destination. It is important to note the guidelines for “group” trips. Qualified agencies, as defined by federal regulations (i.e. Senior Centers) must send their list of riders attending a “group” trip to rabbittransit at least three days before the trip. No changes can be made after 12:00 PM the business day before the trip. When a qualified agency requests to book a “group” trip, the request must be made in writing electronically. It can be emailed to scheduling@rabbittransit.org.
Non-agency groups must follow standard Shared Ride Protocol, have each rider call their trip in individually to the Call Center no more than two (2) weeks before the date of the trip, but no later than 12:00 PM the business day before the trip. This is a “Shared Ride” program so if someone else outside of the “group” calls in and requests to go in the same
direction, we will place additional passengers on the “group” vehicle if there is room.
There may be a minimum requirement for the number of participants for a “group” trip. Contact rabbittransit for your individual group questions.
No Show Policy
No Show Policy
No Show Policy and Appeal Process
rabbittransit is authorized by federal and state regulation to establish an administrative process to suspend, for a reasonable period of time, the Paratransit/Shared Ride service of customers who establish a pattern or practice of missing scheduled trips, except where the trips are missed for reasons that are not under their control. This Policy implements the administration of no shows.
rabbittransit will record each customer’s “no show” or “late cancellation” as a missed trip. Customers whose missed trips are excessive, as defined by this Policy, may be suspended for a reasonable period of time. This policy applies to both advanced reservations and subscription trips. A “no show” that occurs beyond the rider’s control does not count against the transit customer.
DEFINITIONS
A “no show” occurs when the vehicle arrives at the pick-up location within the pick-up window, waits the required 5 minutes and the customer does not board the vehicle.
A “late cancel” occurs when a customer cancels a trip less than one hour before the scheduled pick-up window.
EXCESSIVE MISSED TRIPS
“No show” and/or “late cancel” trips are considered excessive and will be considered a “pattern or practice” of missed trips when a customer meets the following within a calendar month:
- Customer reserved at least 7 trips AND;
- Customer had at least 3 “no show” and/or “late cancel” trips within the rider’s control AND;
- The “no show” and “late cancel” trips make up at least 20 percent of the customer’s scheduled trips
If a customer meets or exceeds the above criteria the customer will be sent written notification that he/she has met or exceeded the Policy’s Excessive Missed Trips threshold and is subject to suspension based on the tiers indicated below.
These three criteria are to ensure that customers with a low number of total trips, “no shows” or “late cancels” are not unfairly restricted by a low sampling volume. The 20% threshold is designed to provide a method of determining “pattern or practice” beyond those minimum trip requirements to ensure a standardized approach. It is calculated by dividing the total number of “no show” and “late cancel” trips by the total number of trips reserved per month.
SUSPENSIONS
Customers that exhibit a pattern or practice of missing trips that are not beyond the rider’s control are subject to suspension for a reasonable period of time. The following shall apply to violations of the Excessive Missed Trips definition that occur within the same rolling 12-month period.
- 1st Violation: The customer receives a warning letter.
- 2nd Violation: The customer receives a 7-Day suspension.
- 3rd Violation: The customer receives a 14-Day suspension.
- 4th Violation: The customer receives a 21-Day suspension.
In addition, subscription service will be canceled for any customer who is suspended under this Policy. Any suspended subscription service customer must reapply if he/she wishes to be considered for a new subscription. The application will not be considered until 6 months after the end of the suspension period.
NOTICE OF SUSPENSION
rabbittransit will send a notice of suspension to customers in violation of this Policy. If the suspension is associated with Excessive Missed Trips due to “no shows” or “late cancels”, how that determination was made will be indicated. All suspensions will go into effect ten (10) calendar days from the date of the letter notifying the client of service suspension. The notice will also advise customers of the dates when the suspension begins and ends, as well as the date customers can begin to use paratransit service again. Included with this notice of suspension is the “Service Suspension/Termination Appeal Form.”
Appeal Process
Any time rabbittransit must suspend or terminate a customer’s service or make an ADA eligibility decision, the customer has the right to appeal rabbittransit’s decision.
For suspension or termination purposes, upon receiving rabbittransit’s letter notifying them that their service will be suspended or terminated, the customer must complete a Service Suspension/Termination Appeal Form and return the form(s) along with why they believe the violations are incorrect and/or should be excused, including any supporting documentation. These documents must be postmarked within four calendar days of the date the suspension was scheduled to begin.
If a Service Suspension/Termination Appeal Form cannot be completed within the appropriate timeframe, the customer must call rabbittransit Customer Service at 1-800-632-9063 to have a staff member complete this form over the phone. The appeal should be sent to the Executive Director of rabbittransit at 415 North Zarfoss Drive, York, PA 17404.
Upon receipt of the Service Suspension/Termination Appeal Form, rabbittransit will respond to the customer’s appeal within 10 business days. All appeals will be reviewed by the Service Suspension/Termination Review Committee. The customer must continue to receive service while the suspension is under appeal, with the exception of issues of safety. If service is suspended for a MATP customer, the customer must have service available for an additional two weeks, so that alternate service can be arranged.
For ADA certification purposes, if your application for Paratransit services for ADA is denied (or you are denied recertification), you may file an appeal on the form that was mailed to you. You must submit the appeal form within 60 days of receiving the decision. The ADA requires that the appeal process include an opportunity to be heard and to present information and arguments. The decision on the appeal must be made by someone uninvolved with the initial decision to deny eligibility.
Written notification of the result must be provided, with reason(s) stated. If the transit agency has not made a decision within 30 days of the completion of the appeal process, Paratransit service must be provided until and unless a decision to deny the appeal is issued.