Van Tran Paratransit Service in Tucson

System Improvements Effective May 12, 2008

The City of Tucson and Van Tran developed system improvements to help Van Tran operate more efficiently. These improvements meet the guidelines of the ADA and have been recommended by the Commission on Disability Issues (CODI).

Below is a brief description of each system improvement. To view the full policy, please click on the policy name.

New Pick-up Window - Customers must be ready for pick-up at least 15 minutes before the scheduled time. The van is considered on time if it arrives between 15 minutes before or 15 minutes after the requested pick-up time.

Will Call Services - Customers may request a courtesy return trip when the return time is not known at the time of scheduling. As a premium service, such trips will be provided within two hours of the time the call is placed to Van Tran. Passengers may request only one Will Call for each scheduled trip. Van Tran will not honor Will Call requests made after 6 p.m.

Missing Scheduled Trips - Please be courteous and cancel trips you don't need at least two hours before your trip. If passengers aren't at the designated pick-up location ready to board when the van arrives within the pick-up window, and if the trip was not cancelled at least two hours in advance, the trip will be recorded as a "no-show." Customers demonstrating a pattern of missing scheduled trips will be temporarily suspended.

Driver Assistance - Van Tran drivers can provide assistance for passengers boarding or exiting the van. Assistance beyond the curb is provided only to passengers without a PCA and whose disabilities necessitate such assistance. Customers requiring assistance beyond the curb must make this request at the time the ride is scheduled.

For safety reasons, Van Tran operators are not permitted to:

Lose sight of the van;

Enter a customer's private residence;

Lock or unlock residential doors;

Operate a customer's powered mobility device; or

Assist passengers using mobility devices up or down multiple steps.

Trip Length - The length of time an ADA Service trip takes on Van Tran shall not be more than 10 percent longer than a comparable trip on Sun Tran.

Electronic Fare Payment - Customers must have a sufficient balance available on their Van Tran account to schedule a ride.

ADA Service Provided Without Denial - Van Tran will not deny a passenger requesting ADA Service trips for clients in good standing and who have sufficient funds available. Premium Service trips are available as resources dictate.

Customer Appeals - A new process details the steps to appeal any paratransit decision, from eligibility to suspension of service.

A Better Ride for Everyone!

System Improvements Effective May 12, 2008