Access-on-Demand

Access-on-Demand Updates

It has come to the attention of RTD staff that the booking and reservation application utilized by one of the agency’s Access-on-Demand partners allows individuals to request multi-stop trips when booking services. This multi-stop option, while certainly convenient, is not available to other RTD customers, including Access-a-Ride customers who utilize the agency’s traditional accessible services provided through the agency’s branded paratransit vehicles.

Access-on-Demand

Access-on-Demand is an optional subsidized curb-to-curb service using taxi and ride share providers. Individuals with current certification for Access-a-Ride are eligible to use the service. If certification is lapsed and an extension is provided, the extension does not apply to Access-on-Demand services.

Service Parameters:

60 trips per month (to be divided among all selected providers)
Trips are only to be used by the Access-a-Ride customer, they are not for family members, PCAs, or significant others, even if used on behalf of the customer.
App accounts are to be in the customer’s name and managed by the customer.
One trip is a single stop (multi-stop trips are not allowed).
RTD will subsidize the first $25 of each trip. Any amount exceeding the $25 subsidy will be paid by the customer.
All trips are scheduled through the provider apps (Uber/Lyft) or the Call Center (Metro taxi and zTrip only).

Access-on-Demand customers should be reminded that this service is not their only transportation option.

There is no fare to use the fixed route bus or rail service when one presents their Access-a-Ride ID card.
Fares on Access-a-Ride are $4.50, airport trips are $19.

Access-on-Demand is an extremely popular service; however, it may not meet everyone’s needs.

Access-on-Demand drivers receive general sensitivity training while Access-a-Ride drivers participate in a comprehensive training program designed specifically for transporting individuals with disabilities.
For individuals who feel comfortable traveling alone and without supervision, Access-on-Demand will be a good option, otherwise, our recommendation would be to continue using Access-a-Ride.
For individuals unable to manage curb to curb transportation, Access-a-Ride will provide the needed assistance to get to the door.

Service Abuses: the following actions are considered service abuses on Access-on-Demand.

Exceeding the 60-trip limit through use of multiple providers and failing to monitor trips-immediate removal and suspension according to the schedule below.
Use of “add a stop” feature on the Uber app-suspension at the onset of the next month.
Use of round trips- suspension at the onset of the next month.
Providing trips to someone else- immediate suspension and then according to the schedule below.

Customers who abuse the Access-on-Demand policies as stated above will be subject to the following suspension schedule:

First violation - 7-day suspension with only 45 trips
Second violation – 14-day suspension with only 30 trips
Third violation – 21-day suspension with only 15 trips
Fourth violation –one month suspension
Additional violation - referral to an appeal committee with potential removal from Access-on-Demand services

Appeals may be submitted to the [email protected] email address and must specifically relate to the reasons for the suspension. Inclusion of receipts for trips is encouraged.

Payments

RTD does not manage and cannot see the payment methods in your account.
Any issues regarding payment should be addressed directly with the provider either through the app or via customer service. Contact information is available on specific provider pages.
Tipping is encouraged, but it is not covered in the subsidy amount, it is billed to the customer’s payment method.
Customers using Apple pay or Google Pay will see a temporary hold for the full amount of the trip. The hold will reverse in 3-5 business days. To avoid please use another form of payment.
Customers should monitor their receipts as they travel (bank/card charges are not reflective of what is charged) to understand how payment was billed.
All billing disputes should be communicated with the provider directly, either through the app/website, or where available, phone. RTD cannot intervene until the customer has attempted to resolve disputes through the app/with the provider directly. Submission of the documentation of that correspondence will be required.
LiVE discounts are not available for Access-on-Demand services.

Complaints

Use the provider’s app/website to submit any questions and concerns or contact our taxi providers through the contact numbers listed on their pages.
In addition to the provider, complaints may also be submitted to customer care.

Updates

All updates to customer information should be communicated via the enrollment form, including changes to
- Phone numbers.
- Email addresses.
- Updates to eligibility that take place after the original certification expiration date. (Access-on-Demand does not monitor customers undergoing the certification process).
If there are program updates, RTD will post them on the website, or contact you through the email address provided upon enrollment.
Ride share providers regularly update their apps, please set your apps to automatically update to ensure your app is current.
If there is important information which RTD needs to share with all customers, we will add it to our outgoing message on our voicemail at 303-299-2530 and send out an interactive voice response (IVR) message. It is therefore important that you update the phone number in your Access-a-Ride profile when you update your phone number for Access-on-Demand.

Access-on-Demand

Access-on-Demand

Additional Information

More Information

Additional Contact Information

Enrollment Form

Access-a-Ride New Customer Application