Operating Procedures (Please Read Very Carefully)
Riders will not be given an exact pick-up time, but a 30 minute period during which to expect their ride will be given. All passengers are expected to be ready during the 30 minute window time frame. For example: A rider requests a pick–up time of 8:30 AM. The Reservation Agent will give them a 30 minute window of 8:15 to 8:45 AM. (15 minutes before and 15 minutes after the stated time) The rider should be ready to go within the 30 minute window time frame.
The driver will wait five minutes. If you have an appointment, please tell the reservation agent when making your reservation and they will try to book your ride accordingly. Notify reservation agent if you plan to have a child with you. Refer to Children Section for details regarding car seats.
Before hanging up with the reservation agent make sure of the following:
1. The 30 minutes window time frame and date for your ride
2. The name of the reservation agent you spoke to
For medical appointments, please book your arrival time to coincide with your appointment. Provide your driver with an estimated duration of time given from your medical provider, and then call the number given to you by the driver when you are ready to leave.
Please note that requesting a ride does not guarantee that you will get a reservation. Reservations are “first come, first served” and if all rides are already booked your request may be denied.
Cancellations: If a passenger has to cancel a trip, he or she is expected to contact the Transportation Department or driver at least two hours before the scheduled ride. As long as the passenger gives at least two hours notice, the cancelled trip is noted only as a cancellation. However, if the passenger gives less than two hours notice of cancellation, it is recorded as a no show. “No shows” are different from cancellations.
No Shows: NFRTTP vehicles will wait no longer than 5 minutes after they arrive at the pickup location within the 30 minute pick up window. If possible, the driver will attempt to contact passengers on the telephone before directing the vehicle to leave. (When making your reservation, please make sure the reservation agent has the correct telephone number for where you will be picked up.) Return trips will be cancelled automatically for passengers who are no shows at the time of initial pick up. Passengers who are no shows are not guaranteed a ride that day if they contact the reservation agent. All no shows will be recorded and monitored.
Trips missed by a rider for reasons beyond his or her control shall not be considered in determining if a pattern of missed trips has occurred. The Transportation Services Manager will begin procedures to suspend riding privileges after an individual misses three (3) trips or cancels three (3) trips with less than two (2) hours notice (or any combination) within a 30 day period. Prior to suspending services the Transportation Services Manager will take the following steps:
- Notify the individual (in writing) that the Transportation Services Manager intends to suspend service, citing the specific instances of missed or cancelled trips.
- Provide the rider with the opportunity to explain the reasons for the excessive no shows or cancellations.
- If the Transportation Services Manager considers the reasons for the no-shows or cancellations are insufficient, the Transportation Services Manager will notify the rider, in writing, of the suspension.
- The initial suspension shall be for a time not exceeding 30 days and may be shorter subject to the Transportation Services Manager discretion and the rider’s ability to confirm that the practice will stop.
- Once service had been reinstated, if an additional 3 no-shows or excessive cancellations occur in a 30 day period, the same procedures will be followed. However, the second suspension period will be extended to 60 days. A third series of missed trips may result in a 180 day suspension and a fourth series may result in a 365 day suspension.
Seat Belts: Passengers are required to wear seat belts at all times when in a NFRTTP vehicle. Passengers who refuse to wear seat belts will not be allowed to ride.
Animals/Pets: Only service dogs (Seeing Eye, etc.) will be permitted in the vehicle.
Children (General): Children may accompany a rider, but riders must notify the reservations agent if they plan to have a child with them and if a car seat is needed.
Children under the age of 8 must be properly buckled into a car seat or booster in the back seat.
Children age 8 or older, or who are 4’9” or taller, may use the vehicle seat if it fits properly with the lap belt low on the hips, touching the upper thighs, and the shoulder belt crossing the center of the chest. If children are not tall enough for proper fit, they must ride in a booster or a car seat. Per California law effective January 1, 2012.
The NFRTTP has the following car seats and boosters available. Riders must request appropriate car seats for their children based upon the child’s weight. If appropriate car seats are not requested or provided or if they have already been reserved, the child will not be allowed in the vehicle.
- (1) Infants/Toddler-rear facing car seat
- (1) Toddler/Preschooler-front facing car seat
- (1) School Aged Children (under 4’9”) -booster seat up