KARS Online Manual - Katy Area Ride Service

KARS Online Manual
Affordable Transportation for Katy Area Seniors
Copyright © 2012 by Katy Area Ride Service
All rights reserved.
No part of this manual may be reproduced in any form or by any electronic or mechanical means
including information storage and retrieval systems, without permission in writing from KARS. The
only exception is by KARS customers/riders, who may need to download or copy portions of the
manual to their home computers or other personal devices.
KARS operates under an official 501(c)(3) that designates it as a transportation service provider for seniors, persons with disabilities and veterans.
Studies have shown these target populations to be traditionally underserved and
especially disconnected from ride service access in the Katy area.
Box 1062
Katy, TX 77492-1062
Tel . 832-773-8645
Website . http://karskaty.org
Email . info@karskaty.org
Table of Contents
Basic Overview
KARS Operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Registration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Getting Your Electronic Fare Card . . . . . . . . . . . . . . . . . . . . . 1
Making Your Reservation . . . . . . . . . . . . . . . . . . . . . . . . 2
You’re Ready For Ride Day . . . . . . . . . . . . . . . . . . . . . . . . . 3
Changing the Time of a Scheduled Ride . . . . . . . . . . . . . . . . . 3
Procedure When Driver Arrives . . . . . . . . . . . . . . . . . . . . . . . 4
Rider Courtesy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Cause for Suspension and/or Removal from Program . . . . . . . . . . . 4
Appeals Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Emergency Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Terms You Need to Know . . . . . . . . . . . . . . . . . . . . . . . . 5
1
Basic Overview for Using the Service
KARS operates under an official 501(c)(3)
that designates it as a non-emergency transportation service provider for seniors, veterans
and persons with disabilities. Riders must
provide proof of eligibility.
♦♦
Over 65 years of age (proof of age required);
♦♦
Veterans (proof of military service required:
Military ID or discharge papers);
♦♦
Veterans Disabled (proof of disability required: SSI Award letter or certification letter
from your physician);
♦♦
You must also live within the KARS service
area. Our service area map is on our website;
2. Registration
To use the KARS service, you must be registered
as an eligible customer either directly with Harris
Rides or KARS. Clients may be enrolled with a
maximum of only one agency and/or through direct
enrollment with the Rides program. Registration
with multiple agencies is not permitted. Clients
may contact KARS to fill out an eligibility form to
participate. Once you are approved and registered,
you are eligible to purchase travel tickets that may
be used with any of the designated transportation
provider.
Call KARS to fill out an eligibility form – 832773-8645. You may also call to schedule an appointment to fill out your application. The evaluation process takes about seven days.
Once your application is approved and you are
officially registered, you are eligible to purchase
an electronic fare card to be used with any of our
designated transportation partners.
3. Getting Your Electronic Fare
Card
Electronic fare cards (tickets) are used for trip
payments and are distributed by KARS or purchased at $3.00 each by the passenger. The face
value of the ticket is $6.00. Passengers may use
a combination of cash and tickets when using
taxicabs. The customer/agency pays a reduced fee
of $3.00 per ticket: that’s a 50% savings off the
ticket’s regular $6 value.
Federal funding is used to pay the remaining 50%
of trip cost and loaded onto your card at the time
of purchase. A maximum of 8 coupons may be
used for any one-way taxi trip. Customers are
responsible for any taxi fare cost over $48.00.
Funds for purchase of transportation services are
non-refundable and have expiration dates.
4. Making Your Reservation
Before making your reservation, give careful
consideration to your specific needs. Will you be
traveling with a group? Will medical equipment be
involved? Do multiple entrances to your pickup or
destination building present potential confusion for
the driver?
The reservation agent will be happy to walk
through this aspect of the trip with you to avoid
any inconvenience or missed connections.
There are two levels of service available:
ADVANCE RESERVATIONS FOR RIDESHARING WITH OTHER PASSENGERS
With this option, your reservations are made a
minimum of one day and up to four days prior to
the date you plan to take your trip. This option accommodates multiple passengers that “share” the
vehicle with you as they are taken to their specific
destinations along that particular route. Advanced
reservation services are available Monday through
Friday. However, cancellation notifications are accepted everyday.
Please review the schedule
You may have up to 2 cancellations in any 30-day
period. Upon the third cancellation in a 30-day period, a 30-day suspension from use of the program
will follow. RIDES and KARS reserve the right to
remove customers from service who are found to
be abusing the service by overbooking reservations.
SAME-DAY SERVICE FOR TAXI RIDES
DISPATCHED ON THE SAME DAY AS
THE REQUEST
With this option, your reservations are made a
minimum of 90 minutes prior to the time you plan
to take your trip. Advance same-day reservations
will be accepted no earlier than 6 pm on the day
prior to travel. Cancellations must be made at
least 4 hours ahead of the requested trip time. After that, cancellations will be regarded the same
as no-shows, which could eventually put your
participation in the program in jeopardy.
Keep in mind taxicab services allow up to four
passengers to ride from one single destination
address to another single destination address for
the price of one passenger. However, you may use
your electronic fare cards for a maximum fare of
$48.00 for a taxi trip. Customers are responsible
for any taxi fare cost over $48.00.
Here’s a brief overview of how to make
reservations:
•
Contact the provider of your choice. This may be
KARS or Harris Rides
•
Tell the agent you are a KARS customer. Give your
ID number and address.
•
Tell the agent where you want to go and your
appointment time. Also, if you will need to be
picked up after your activity, tell the agent the
time of return pickup.
•
•
Make the agent aware of any special needs or
accommodations. Will you travel with companions?
Will you need a wheelchair? Will any medical
equipment accompany you?
Request your reservation confirmation number
and write it down. Also write down your pick-up
time and ticket/fare amount quoted. The initial
quote will be for one way only.
5. You’re Ready For Ride Day
This is the simple part. Present your picture ID
when boarding the vehicle. Present your Rides
E-Card to the driver for swiping. When you arrive
at your destination, present your card again for
swiping. The driver will provide you with a receipt
that displays your card balance. Exit the vehicle.
Now let the fun begin.
6. Changing the Time of a
Scheduled Ride
For scheduled service with a non-metered provider,
reservation changes should be made at least 4
hours ahead of your original travel time or as soon
as you know you need to change your schedule.
If you change your shared ride reservation on the
same day that you are traveling, please be aware
that the provider may not be able to accommodate
your request, due to space availability.
For taxicab service, please notify the provider as
soon as you know you need to change your pickup time.
In the case of a full cancellation, cancellation
calls can be made to providers 24 hours a day, 7
days per week.
7. Procedure When Driver
Arrives
• No playing of radios, cassette tapes, compact
disks (without headphones), or other noisy equipment while on-board;
Present your card to the driver at the beginning of your trip. The driver will request that
you present a Picture ID for identification upon
exiting vehicle present your card to deduct your
fare. Driver will print a receipt with your balance.
Drivers do not expect any tips. Repeat the same
procedures for your return trip.
• No operating or tampering with any vehicle
equipment while on-board;
If the driver arrives and you do not have funds on
your card for payment, you will be charged with a
no-show.
8. Rider Courtesy
We ask that riders observe the following
Rules of Conduct:
• No smoking in the vehicles;
• No eating or drinking on-board (unless required for health reasons);
• No riding with containers of alcohol or with
illegal drugs;
• No abusive, threatening, or obscene language
or actions;
• No defacing or abuse of vehicles or equipment
on vehicles;
• No deliberate fare evasion;
• No physical abuse of another customer or of
the driver;
• No petting of service animals without the
permission of the owner;
9. Cause for Suspension and/
or Removal from Program
Passengers engaging in physical abuse or
causing physical injury to another passenger or
driver, or who engage in other illegal activities
may be subject to immediate and permanent
removal from service.
•
• Passengers engaging in activity which seriously disrupts operations may also be subject to a
suspension of service.
• Deliberately evading fare payment may result
in suspension or removal from the program.
• A passenger may be suspended from using the
service for no-show and cancellation offenses as
determined by your sponsoring agency or RIDES.
• Any passenger who is suspended from service
will be notified in writing and will be given an
opportunity to appeal the suspension.
• Transportation provider and sponsoring agencies will be immediately alerted of all customer
suspensions.
10. Appeals Process
Customers will be notified by telephone initially,
but will also receive written notice of any suspensions and removals from the program by KARS or
the RIDES program.
Any time a customer is removed or suspended
from service, the customer has the opportunity to
appeal the decision. All appeals must be in writing
and submitted to the KARS office at:
22503 Katy Freeway, Suite 8
Katy, Texas 77450
An independent panel will review your appeal
within 30 days of receipt. You will continue to
receive service until the review panel has made a
determination. You will be notified in writing of
the appeal decision.
11. Emergency Procedures
If you have an emergency not related to
transportation, dial 9-1-1
• In the event of an accident or emergency
while onboard the vehicle, please remain calm
and follow the instructions of the driver.
• If you should become ill or notice another
passenger who may be ill, please immediately
inform the driver.
• It is your responsibility to have access to your
destination and/or home, or to have someone
meet you when you are dropped off.
• There are instances when a trip may take
longer than expected. Bring any medication you
need. If you have a medical need, you may want
to carry a small snack.
12. Terms You Need To Know
Pick-up Window
Pick-up window refers to the timeframe within
which your ride should arrive and be considered on
time. This designated time frame is 45 minutes: no
earlier than 15 minutes prior to and no later than
30 minutes after the scheduled (and agreed-on)
pick-up time. Drivers are required to wait only 5
minutes after arrival within the designated pick-up
window.
No-Show
If you fail to take a scheduled ride when the
vehicle arrives within the pick-up window, it is
considered a no-show. You may have up to 2 verified no-shows in any 30-day period. You are also
charged a no-show if the provider arrives within
the pick-up window and you do not have sufficient
funds on your RIDES e-card for trip payment. A
no-show is also charged to you if the cancellation
policy timeframes are not adhered to when using
taxi service.
Upon the third no-show in a 30-day period, a 30day suspension from the program will follow. For
all no-shows, an attempt to contact you will be
made by the transportation provider’s dispatcher
before the driver leaves the pick-up address.
RIDES and your sponsor agency reserve the right
to remove customers from service who are found
to be abusing the service by not taking the reserved trips. Please contact your sponsor agency
for specific policies.
Late Trip
Every effort will be made by the transportation
provider to provide the trip within the pick-up window. If a provider fails to pick you up within the
pick-up window, you should contact the provider
and make sure they are aware that you have not
been picked up. Every effort will be made to provide you with a back-up ride.
On-Board Travel Time
Under normal operating conditions, you should not
be onboard the shared ride vehicle for more than
90 minutes. Taxicabs provide direct service to your
destination.
Advanced Reservation
Non-metered providers require advance notice to
reserve a ride. Non-metered providers also use
ride-sharing with other passengers.
Contact us for any additional
questions you might have:
832-773-8645