Our recent mailing about Access service hour changes starting September 30th resulted in a number of calls, emails, and web form submissions. The comment period has ended but there were a few frequently asked questions we’d like to answer in case anyone has lingering questions.
What about weekend service?
These changes to service hours will not affect Saturday and Sunday Access service.
How am I supposed to get to school on time?
Local school districts provide accessible transportation services to their students with disabilities. Check with your local school district.
What time does my service window really start and end?
Your letter lists any location(s) you have visited using Access during the past 15 months that will be affected by the September 2013 service change. For such locations, the letter shows the hours during which Access service will still be available.
The chart above explains that Access service is available to and from the address listed (123 MAIN ST) between the hours of 9 a.m. and 6 p.m.
What does that mean?
If 123 MAIN ST were the starting point for your trip then the earliest Access would be able to pick you up at 123 MAIN ST is 9 a.m. You would then arrive to your destination sometime thereafter. Now, if you are planning to return to 123 MAIN ST sometime later in the day you would have to arrange to be picked up at a time where you would arrive back to 123 MAIN ST no later than 6 p.m.
For example, if your trip takes 90 minutes and you are leaving from 123 MAIN ST, the earliest you would be picked up is 9 a.m. and you would arrive to your destination at around 10:30 a.m. If this were a round trip then the latest you would schedule a pick up from the destination would be 4:30 p.m. so that you could return to 123 MAIN ST by 6 p.m.
Now, what if 123 MAIN ST is your destination? As long as your starting address is not located in an area that is affected by this service change (not listed on the chart in your letter) you could be picked up at any time, however, you would not be able to arrive at 123 MAIN ST prior to 9 a.m. You would then have to leave 123 MAIN ST no later than 6 p.m.
What happens if I don’t arrive to my destination before service ends?
Access will take you to your destination after service ends if a delay in travel was due to external circumstances. For example, your trip normally takes 90 minutes so you schedule a 4:30 p.m. pick up to arrive at your destination by 6 p.m. but, due to traffic, your trip ends up taking 2 hours. Access will still take you all the way to your destination because the delay was due to traffic and not because you scheduled a pick up too late in the day.
I travel to a location with service from 9 a.m. to 3 p.m., but I received a letter saying service was until 6 p.m. Has service been extended?
Accessible Services staff sorted through nearly 4.5 million trip records to identify only those customers and addresses that were affected, and create customized letters for each customer’s individual situation. While we attempted to be as thorough and accurate as possible, unfortunately a few customers who travel to Transit Now addresses (serviced from 9 a.m. to 3 p.m.) were sent letters indicating they would receive service until 6 p.m. We sincerely regret the error. Please contact Community Relations at 206-205-5973 or via email (email@example.com) if you have questions.