Pick-Up & Drop-Off Procedures
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When you call to reserve a ride, the reservation agent will give you a "promised"
pick-up time or will call you back with a promised pick-up time. You should be ready
to board the vehicle within the "pick-up window": five minutes before the promised
pick-up time to 15 minutes after the promised pick-up time.
- The driver will always try to arrive within the 20-minute pick-up window. A ride
is considered on-time when it arrives to transport you within this window. A ride
is considered late if it arrives outside this window. A ride that is more than one
hour late from the promised time is considered a "missed" trip, and the service provider may be penalized.
- To avoid a no-show, you must acknowledge the driver’s arrival and board the vehicle
within five minutes. A driver will not leave once you acknowledge and begin the
boarding process, even if it takes you more than five minutes.
- If the driver does not see you upon arriving at the designated pick-up point, the
driver will attempt to locate you by knocking on your door, calling you on an intercom,
or having the dispatcher call or page you.
- If the driver has arrived within the window and cannot locate you within five minutes
of arriving, the driver may be directed to go on to the next scheduled pick-up.
- There is no guarantee that the driver can come back to pick you up after a no-show.
Priority will be given to riders on the schedule, although the provider will make
an effort to return for you.
- It is our intent never to strand a passenger we have transported away from home.
- When you board, be prepared to present your paratransit ID card, pay the fare, and
sign the driver’s passenger list, if you are able. If you are not able to sign,
the driver will indicate this on the manifest sheet.
- Drivers must stay within "line-ofsight" of their vehicles. A driver cannot escort
you past the ground floor lobby of any building. Drivers are not permitted to enter
private residences.
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Points to Remember
- You do not have to board the vehicle before the beginning of your 20-minute window.
- The driver who arrives within the pick-up window or later will always wait a full
five minutes. If the driver arrives before the pick-up window, the driver will wait
until the promised pick-up time before listing you as a no-show and moving on to
the next pick-up.
- You will not be considered a noshow if you refuse a ride that arrived later than
the 20-minute window.
- If the paratransit vehicle has not arrived by the end of the window, call your provider’s "Where’s My Ride" phone number to report a late pick-up and obtain further assistance.
- If your ride is more than 30 minutes late, we encourage you to call the San Francisco
Paratransit office to file a complaint.
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