Additional Customer Information

This automated phone system is available 24 hours a day and offers convenient features to Access-a-Ride customers.

IVR Functionalities:

• Confirm details of scheduled trips
• Cancel an existing reservation
• Receive a reminder call the night before a scheduled trip
• Receive a courtesy call 10 minutes prior to the arrival of the vehicle
• Information available in Spanish and English
• Speech recognition with option for voice or keypad interaction

Customers may opt in to IVR communications during the application/recertification process or by calling the Access-a-Ride administrative office at 303-299-2960.

All Access-a-Ride customers, except visitors, are issued a photo identification card. This card must be shown to the vehicle operator when boarding any Access-a-Ride or Access-on-Demand vehicle. Please pay close attention to the expiration date. In the event of loss or damage to the ID card, the customer will be asked to display an alternative photo identification.

If the customer’s Access-a-Ride identification card is lost or stolen, a replacement should be obtained immediately. For more information, please contact our Certification Center at (720) 844-7096 to request replacement for a fee. Fees can be paid via cash, check or credit card.

Lost or damaged cards may be replaced a maximum of three (3) times per year, one at a time.

Abuse of Access-a-Ride or Access-a-Cab services, such as altering or loaning out an ID card can result in suspension of service.

RTD makes every effort to ensure individuals with disabilities have access to, and benefit from, our services. In compliance with the Americans with Disabilities Act, and FTA requirements, we invite requests for reasonable modifications to customers with disabilities.

Reasonable modifications include changes, exceptions or adjustments to our rules, policies, practices, and procedures to provide everyone with the opportunity to use RTD services.

• View RTD's ADA Notice, Reasonable Modification Statement, and Reasonable Modification Form.

As required by ADA regulation [Section 37.127], an individual visiting RTD service area may qualify for Access-a-Ride services “for any combination of 21 days during any 365- day period beginning with the visitor’s first use of the service during such 365 -day period”.

Visitors with paratransit eligibility in their city of residence can have the transit agency in that jurisdiction forward documentation of that eligibility to Access-a-Ride via fax at (303)299-2169 or to [email protected]. Visitors with disabilities that do not have paratransit eligibility because it is unavailable, or they have other transportation in their home jurisdiction, should contact our office at (303) 299-2960 to provide documentation regarding their need for paratransit services when traveling to our area. This may include a physician letter verifying disability, or a state issued ID card to provide proof of residence.

Visitor status cannot be renewed until the full 365-day period has elapsed. Access-a-Ride customers with Visitors status are not issued an Access-a-Ride ID card and are therefore not allowed to use any of the RTD fixed route bus/light rail without paying a fare. Those who provide email addresses and register to use the customer portal may do so to schedule trips and monitor vehicle arrival times. Visitors are not eligible for the Access-on-Demand program.

Individuals moving to Denver are encouraged to initiate the eligibility process as soon as possible if they have been provided with temporary visitor status due to the limited number of days of travel available.

Natural/Man-Made Disaster

In the event of a natural or man-made disaster, Access-a-Ride may not be able to provide services. In such cases, it will be the responsibility of the customer to contact the Access-a-Ride Call Center for service availability updates. Every attempt will be made to transport all customers; however, in extreme emergencies it may be necessary to refer customers to 911. RTD is not responsible for 911 charges or emergency transport.

In the event of an emergency or service changes, RTD will make every attempt to notify customers through radio, television, social media, and website announcements.

Medical Emergencies

In the event of a natural or man-made disaster, Access-a-Ride may not be able to continue to provide services. In such cases, it is the responsibility of the customer to contact the Access-a-Ride Call Center and inquire as to the status of the requested service. Every attempt will be made to transport all customers. However, in extreme emergencies, it may be necessary to refer customers to 911. Please note that RTD is not responsible for 911 charges or emergency transport.