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CUSTOMER GUIDE PARATRANSIT SERVICE Réseau De Transport De Longueuil My RTL User Number :______My Online Reservation Access Code :______My OPUS Card Number :______

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CUSTOMER GUIDE PARATRANSIT SERVICE Réseau De Transport De Longueuil My RTL User Number :______My Online Reservation Access Code :______My OPUS Card Number :______ CUSTOMER GUIDE PARATRANSIT SERVICE Réseau de transport de Longueuil My RTL user number : ___________________________________ My online reservation access code : ________________________ My OPUS card number : __________________________________ TELEPHONE 450-670-2992 WRITE US Réseau de transport de Longueuil Paratransit department 1150 boul. Marie-Victorin Longueuil QC J4G 2M4 EMAIL [email protected] FAX 450-443-3768 WEBSITE http://rtl-longueuil.qc.ca/en-CA/ rtl-paratransit-service/our-services/ SUBSCRIBE TO OUR EMAILS You’ll be among the first to find out about our latest I want to news and recent events. Consult the Paratransit tab on subscribe to Paratransit our website for more information. FOLLOW US http://www.facebook.com/RTLlongueuil http://twitter.com/RTL_info http://www.linkedin.com/company/rtl-longueuil http://www.youtube.com/c/rtl-longueuil Contact us By telephone at 450-670-2992 Select an option Menu 1 Menu 2 RESERVATIONS TRAVEL INFO 7 days a week, 9 a.m. to 7 p.m. To : - report a delay - cancel a reservation 1 CHANGE YOUR - consult a schedule RESERVATION - report a lost item Monday-Thursday 6:30 a.m. to midnight Monday-Thursday 6:30 a.m. to midnight Friday and Saturday 6:30 a.m. to 1 a.m. Friday and Saturday 6:30 a.m. to 1 a.m. Sunday 6:30 a.m. to 11 p.m. Sunday 6:30 a.m. to 11 p.m. RTL CUSTOMER SERVICE • Eligibility application form • Fares, comments and other information 2 Monday to Friday: 7 a.m. to 8 p.m. Saturday, Sunday and statutory holidays: 8:30 a.m. to noon 1 p.m. to 4:30 p.m. Menu 1 Menu 2 Application, file update and OPUS card Address and mobility aids For a request for admission, a modification to your personal file, 3 For a change of address, mobility aid a personal attendant request, a or other restrictions, choose 2. transfer of your file or an OPUS card, choose 1. TTD 4 Substitute voice telephone media 2 USER GUIDE • PARATRANSIT SERVICE Table of contents Our services ____________________________________________________ 4 Territory served _________________________________________________ 5 Trip request _____________________________________________________ 6 Operating hours _______________________________________________ 6 Statutory holidays ______________________________________________ 6 Automated web service _________________________________________ 7 Information needed for the reservation ______________________________ 8 Regular trips __________________________________________________ 8 Occasional trips _______________________________________________ 9 Metropolitan trips ______________________________________________ 9 Secondary trips _______________________________________________ 10 On-call return ________________________________________________ 10 Group activities ________________________________________________ 11 Reminder of deadlines for trip requests ____________________________ 12 Updating your user file __________________________________________ 13 Changing a reservation __________________________________________ 14 Cancelling a reservation _________________________________________ 15 Personal attendants _____________________________________________ 16 Pick-up at destination ___________________________________________ 17 Payment methods ______________________________________________ 18 Helpful hints ___________________________________________________ 19 Safety measures ________________________________________________ 22 Accessibility - RTL universel _____________________________________ 26 Lost items _____________________________________________________ 27 Visitors _______________________________________________________ 27 3 Our services The RTL offers paratransit services by minibus, accessible taxi or taxi car. In all cases, the RTL determines the choice of transportation method, taking into consideration the user’s limitations. It is also up to the driver to assign seats in the vehicle, depending on the specific needs of each person. You cannot request a specific seat. The RTL tries to respond to as many transportation requests as possible and does its utmost to offer a convenient, comfortable service. Pairing trips and punctuality of all are essential to delivering an efficient service. Minibus The RTL does not provide school bus service. Taxi car Hybrid van Regular van 4 USER GUIDE • PARATRANSIT SERVICE Territories served The RTL provides door-to-door transit service to eligible people in the Agglomération de Longueuil, including Boucherville, Brossard, Longueuil, Saint-Bruno-de-Montarville and Saint-Lambert. These are local trips. Trips to the downtown Montréal area are subject to the same reservation An integrated paratransit service enables you to deadlines as local trips. However, travel throughout the metropolitan territory. These metropolitan fares apply. are called “metropolitan trips” (see page 11). L.-H. LaFontaine blvd. Gouin Downtown Montréal* Décarie local trips metropolitan trips 5 Trip request Operating hours Trips may be made during operating hours (which are different from reservation hours). MONDAY TO THURSDAY 6:30 a.m. to midnight Important FRIDAY 6:30 a.m. to 1 a.m. Paratransit service may be SATURDAY 6:30 a.m. to 1 a.m. cancelled when weather or unexpected situations could disrupt SUNDAY 6:30 a.m. to 11 p.m. the use of vehicles or compromise users’ safety. If necessary, notices will be broadcast on 103.3 FM, on Users must leave the the RTL website, on social media, and via recorded phone messages bus before the end of at our Dispatch Centre number. operating hours. Statutory holidays • Holiday period (from December 24 to January 2, inclusively) • Good Friday • Easter Monday • National Patriots’ Day • Québec’s National Holiday • Canada Day • Labour Day • Thanksgiving NOTE Saturday and Sunday operating hours apply on statutory holidays (6:30 a.m. to 1 a.m). Operating hours are announced in advance on board vehicles, on our website, and via recorded messages at 450-670-2992. 6 USER GUIDE • PARATRANSIT SERVICE You can request a trip 7 days a week : BY TELEPHONE at 450-670-2992 (option 1, menu 1) between 9 a.m. and 7 p.m. OR ONLINE WITH OUR AUTOMATED WEB SERVICE at rtl-longueuil.qc.ca/TA/deplacement Enter your user number and access code in the appropriate boxes : • Your user number is on your OPUS card • To obtain an access code or if you’ve forgotten yours, call 450-670-2992, option 3, to ask for help 00000_TA_RTL You can use our online service to do the following : • Request an occasional trip • Obtain trip details (origin-destination, time, etc.) • Confirm trip time • Cancel a trip • Report a delay Note that the online service cannot be used to reserve a regular or metropolitan trip, or an on-call return. 7 Trip request (cont.) Information needed for the reservation Please have the following information on hand : 1. Your user number 8. The presence of your personal 2. The types of trips you need (on a attendant, his method of payment and regular basis or occasionally) his mobility aid, if any 3. The type of mobility aid you use 9. The return address (if different) (walker, wheelchair, etc.) 10. The time you want to leave (to return) 4. The day of the trip 11. Your method of payment 12. Whether you will be accompanied by 5. The pickup address a guide or service dog 6. The destination address 13. Whether you will bring a second 7. When you need to be at your wheelchair destination (time) Types of trips There may be a short waiting period Regular trips to confirm your trip. • Recurrent • From the same point of origin to the same destination • Occur at least once every two weeks, at the same times You must place your request at least seven days in advance. The Dispatch Centre will confirm a 30-minute pick-up slot. Your time slot will not change unless you make a change (see Change request on page 14). Please note that regular trips are always cancelled on statutory holidays and during the Holiday period, between December 24 and January 2, inclusively. 8 USER GUIDE • PARATRANSIT SERVICE Occasional trips An occasional trip is not recurrent (e.g., movies, shopping). Same-day request You request an occasional trip at the earliest five Same-day trip requests must be made days in advance and no later than the previous at least two hours before departure and day before 7 p.m. The Dispatch Centre will offer are subject to vehicle availability. you the most appropriate time slot, taking into account other trips that day. Metropolitan trips The origin or destination of a metropolitan trip is outside of the RTL territory. A second fare will apply. How it works The RTL can take you directly to your destination or ask another paratransit service to do so. We may also take you to an authorized transfer point from which another paratransit service will complete the trip. In this case, you must pay the applicable fare to each transport service. Requests for metropolitan trips are subject to vehicle availability. You must make your request : Request for an • 7 days in advance for a regular trip occasional metropolitan trip • 5 days in advance for an occasional trip if it is your If your trip You must first time is on... call on... • 2-5 days in advance (not including the day of the trip) Monday Saturday for an occasional trip (e.g., the request must be made Tuesday Sunday by Wednesday between 9 a.m. and 7 p.m. for a trip on Wednesday Monday Friday) Thursday Tuesday For an occasional trip within the downtown Montréal Friday Wednesday area, you can make your request until 7 p.m. the day Saturday Thursday before the trip. Sunday Friday 9 Secondary trips The point of origin and
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