2020 GUIDE TO

ACCESS-A-RIDE

Paratransit Service

¯ Index Access-A-Ride (AAR) Telephone Directory 1-2 Inclement Weather 20 About AAR Paratransit Service 3-4 Driver Assistance 20-21 Language Service 4 Shopping Carts, Bags/Parcels Applying or Recertifying 5-7 and Bulky Items 21 Eligibility Determinations 7-9 Seatbelt Recommendations 21-22 Appeals 9 Transferring from Wheelchair/Scooter to Passenger Seat 22 Feeder Service 10 Traveling on Paratransit Outside NYC 23-25 AAR MetroCard 11-12 Planning & Reserving a Trip 25-27 Visitor Information 13-14 How to Cancel a Trip 28 Traveling on AAR 14 On the Day of Your Trip 29-30 Online Trip Management 14-15 What to do if an AAR Vehicle is Late 31 AAR Interactive Voice Response Taxi/Car Service Authorization (IVR) Messages 15 and Reimbursement 31-33 Hours of Operation 16 Subscription Service 34-36 Fare 16 No-Show / Late Cancellation Policy 36-40 Service area 16 Conduct Policy 40-42 Providers 17 How to Commend, Complain or Maximum Ride Times 17 Make Suggestions about AAR 43-44 Personal Care Attendant (PCA) 18-19 Reasonable Modification for Traveling with Guest and/or PCA 19 Individuals with Disabilities 44 Designated AAR Pickup Locations 20 Filing Title VI Complaint 45 Access-A-Ride (AAR) Hold for assistance if you do not have a touch- tone phone. Telephone Directory Conversations with AAR personnel are Call 877-337-2017 toll-free from area codes in the NY Metro Area and adjacent counties. recorded and may be monitored. From other area codes, call 718-393-4999. Customers who are deaf/hard of hearing can The most updated AAR information, use their preferred relay service or the free Customer Bill of Rights and policies 711 relay service. are available Online at new.mta.info/ After an important announcement, callers will accessibility/paratransit or via the MYmta be guided to press “1” for English. If “1” is not pressed, callers will hear choices in each of app under Accessibility. the respective languages: Braille and audio version of the “Guide to • For assistance in Spanish, press “2.” AAR Paratransit Service” are available upon • For assistance in Russian, Chinese, request. This publication is also available French Creole or Korean, press “3.” to current AAR customers in their preferred • For all other languages, press “4.” language. Please call AAR at Prompt #1: Eligibility, appeals, certification 877-337-2017 / Prompt #8 or or application questions E-mail: new.mta.info/customer-feedback Prompt #2: To make a reservation (select “Paratransit (AAR)” in the Prompt #3: To change a trip “MTA service” field). Prompt #4: To cancel a trip Follow us on Twitter, Facebook or Instagram Prompt #5: 24/7 assistance with same day trip @nyctAAR Prompt #6: Subscription Service Prompt #7: Automated system Prompt #8: Commendations, complaints, suggestions, requests for publications, and outreaches To repeat this announcement, please press “0.” 1 2 About AAR Paratransit Whether long-term or temporary eligibility is needed or AAR service has/will expire or Service visitor status is needed during a visit to NYC, MTA Transit (NYCT) AAR please contact AAR to begin the eligibility Paratransit Service provides public process. transportation for eligible customers with AAR Language Services Notice disabilities that prevent them from using the Please be advised that AAR provides public buses and subways. interpretation and document translation AAR Service operates: service for individuals whose preferred • Within the five boroughs (Brooklyn, the Bronx, language is not English. Interpretation and Manhattan, Staten Island and Queens) of document translation service are available New York City (NYC) and within a three­ during the application, eligibility and quarter-of-a-mile corridor beyond fixed-route scheduling processes. For example, you are service across the NYC borderline to nearby entitled to an interpreter when you apply, areas of Nassau and Westchester counties. when you schedule rides and appointments, • A shared-ride program (may be riding with and when you are assessed for eligibility. You other customers). do not need to bring your own interpreter or translate documents on your own. These • Origin-to-destination service or feeder services are free of charge. If you have any service for eligible customers. problems with language services at AAR, • Non-priority trips with maximum ride times and want to submit a complaint, please call based on trip distance. AAR / Prompt #8. • 24 hours a day, seven days a week, 365 days a year. • In compliance with federal Americans with Disabilities Act (ADA) regulations.

3 4 Once you agree to visit an assessment Applying or Recertifying center, an application packet will be mailed Applicants and recertifying customers are to you. It should arrive in approximately five required to go to an assessment center, days. Application packet materials requested as part of the AAR eligibility determination in accessible format will be mailed to you process. Based on availability, the assessment will be conducted at a center separately. The packet includes the print located in the applicant or recertifying version of the application and a letter with the customer’s borough of residence or within the date, time and location of your appointment, five boroughs of New York City. including instructions on scheduling round- trip transportation to the assessment center. This procedure enables AAR to assign an appropriate eligibility status to applicants When scheduling transportation, please more quickly and objectively. mention if you are traveling with a PCA. No fare is charged for travel to or from the To begin the application process, please call assessment center. AAR / Prompt #1. Eligibility staff are available from 9 a.m. to 5 p.m., Monday through Friday. Please note: Only the print version of Or complete the online form at: the application will be accepted at your new.mta.info/mta_inquiry/form interview. Applications mailed to the Paratransit offices will be returned. When scheduling an appointment, please Call if you do not receive the inform Eligibility staff if you need: Eligibility application packet. • Material in large print, Braille or recorded format. If you cannot keep your appointment, please call Eligibility to cancel and reschedule it.You • A sign language interpreter. must also call and cancel your transportation. • A Personal Care Attendant (PCA) to travel At the center, you will have a face-to-face with you. A PCA may be a relative, spouse, interview with a healthcare professional and friend or a professional attendant. PCAs ride undergo functional testing, where appropriate. free of charge. • Telephonic interpretation services.

5 6 Following your visit to the center, an Conditional Eligibility Categories: assessment report will be sent to NYC Transit Stairs Restricted: Customer is eligible to Eligibility staff. This procedure enables AAR travel by AAR only when the trip requires the to determine objectively if you are entitled to use of an inaccessible subway station. receive paratransit service. A decision about your eligibility will be made within 21 days Extreme Cold: Customer is eligible to travel after you visit the assessment center.You will by AAR only when the temperature is forecast receive written notification of our decision. to be 39°F or below on the day of travel. If you have not received a notification of our Extreme Heat: Customer is eligible to travel decision in 21 days, please call Eligibility. by AAR only when the temperature is forecast Except for customers who have temporary to be 90°F or above on the day of travel. conditions, those found eligible will need to reapply every five years. Customers are Extreme Cold & Stairs Restricted: notified by mail when it’s time to recertify. If Customer is eligible to travel by AAR: you don’t receive a letter six weeks before the (1) when the temperature is forecast to expiration date on your AAR identification, be 39°F or below on the day of travel, or call Eligibility. (2) when the trip requires the use of an inaccessible subway station. Eligibility Determinations Extreme Heat & Stairs Restricted: If you are determined eligible, you will be Customer is eligible to travel by AAR: assigned one of the following categories: (1) when the temperature is forecast to (1) full, (2) continual – your condition is be 90°F or above on the day of travel, or permanent and will not improve, so you will not need to reapply, (3) temporary – either (2) when the trip requires the use of an full or conditional for less than 5 years, inaccessible subway station. (4) conditional. Those determined If a customer has weather-related eligibility, conditionally eligible for AAR may only travel environmental barriers to travel (such as by AAR when the conditions noted on their humidity, snow and icy streets) will be taken AAR MetroCard / ID apply. into consideration when trips are scheduled. Please note: All NYC Transit buses are NYC Transit will check the weather site: wheelchair-lift equipped or have ramps. www.weather.gov/nyc to determine when weather conditions apply. 7 8 Unfamiliar Places Feeder Service Navigational: Customer is eligible to travel by “Feeder Service” is a trip that is made partly AAR only when she/he is unfamiliar with bus by paratransit and partly by fixed-route and/or subway routes to the trip destination bus or subway. At present, customers with due to a cognitive or visual impairment. The conditional eligibility who are able to walk customer may not use AAR for routes with or wheel short distances (1-2, 3-4 or 5 or which she/he is familiar. more blocks) begin their feeder service trip on AAR and then transfer to a fixed-route Distance: Customer is eligible for all trips bus. The bus takes them to a bus stop. From that require her/him to travel to a bus stop or there, they walk or wheel to their ultimate subway station that is more than the number destination without exceeding their travel of blocks she/he has been determined able to limitations. travel: 1-2, 3-4, or 5 or more blocks. Feeder Service is a one-fare payment trip. Please note: Customers may have more than one eligibility category. Appeals If you are denied eligibility or given conditional eligibility, you have a right to appeal the decision within 60 days of notification. An appeal form and instructions are included with the notification letter. Appeals may be in writing or in person.

9 10 If using (SBS), obtain AAR MetroCard a ticket by using the AAR MetroCard at the The AAR MetroCard, issued by NYC Transit, MetroCard Fare Collect machine prior to serves as both your Paratransit customer boarding. identification card to use when you ride AAR Use of the AAR MetroCard is monitored and as a MetroCard if you opt to use public for potential fraud and after an opportunity transit. NYC Transit understands that some to be heard, the individual’s AAR Paratransit customers are able to use mass MetroCard may be deactivated. transit under certain circumstances but at Please note, an AAR MetroCard will not be other times need AAR service. Therefore, sent automatically to eligible AAR customers. your eligibility status will not be affected by Please call AAR / Prompt #1 for more using mass transit. information about the AAR MetroCard. Customers with temporary eligibility do not receive a MetroCard. The AAR eligibility letter with their photo will serve as their AAR identification. The AAR MetroCard gives AAR customers the opportunity and flexibility to take a total of four free trips a day using the subways, local buses and (SIR). If you have PCA Certification indicated on your AAR MetroCard, your PCA rides free of charge via Paratransit or public transit. On public transit, just swipe or dip your card twice – once for you, and again for your PCA.

11 12 Visitor Information 4. Whether traveling with a Personal Care Attendant (PCA), a guest, or both. MTA New York City Transit welcomes the 5. If traveling with a service animal. opportunity to provide AAR paratransit service to eligible visitors to New York City. 6. If using a cane, walker, crutches, In advance of a visit to our city, please send wheelchair, scooter or other equipment. NYC Transit a copy of the visitor’s paratransit 7. If driver needs to call out the customer’s ID card (front and back) or other equivalent name when the vehicle arrives, because paratransit eligibility documentation issued by of a visual impairment. the city or town in which the visitor resides. Please send it to AAR Eligibility, MTA NYC Traveling on AAR Transit, Paratransit Division, 130 Livingston Online Trip Management Street, Brooklyn, NY 11201 or Fax it to AAR customers can manage their trips 718-393-4306. If these documents are not via computer, tablet or smartphone with available, please submit proof of residency MY AAR (formerly Manage My Trips). With outside New York City and proof of disability. MY AAR, customers can access their A legible, dated letter noting disability contact information, make reservations, and signed by a doctor or rehabilitation check the status of their trips, and manage professional is acceptable proof. In addition, subscriptions. MY AAR also allows customers we need the following information: to monitor their dedicated (blue and white) 1. Name, birth date, and home address as AAR or Enhanced Broker vehicle’s real-time well as telephone, cell phone and business location and arrival time one hour prior to telephone number(s). their pick-up time. With MY AAR, customers can also track their trip while on the vehicle 2. Address and telephone number in New to determine their estimated time of arrival York City (including cross streets). (ETA). To sign up, please visit: 3. Emergency contact (name and telephone new.mta.info/accessibility/paratransit numbers) in New York City.

13 14 AAR customers who have a smartphone Hours of Operation may download the free MYmta app via AAR operates 24 hours a day, 7 days a week, Google Play Store or Apple’s App Store. The 365 days. app gives direct access to MY AAR (when Fare customers log in), as well as access to all AAR fares are the same as full fare on public MTA services. transit. AAR customers must show the driver their AAR ID Card, AAR MetroCard or any AAR Interactive Voice Response (IVR) photo ID and pay the exact fare as boarding Messages the vehicle. AAR cannot be IVR is an automated message service which used to pay for Paratransit vehicle trips. AAR provides important AAR-related information drivers do not provide change and do not accept roundtrip fares. The vehicle will not via telephone, text messages or email. These depart unless the fare is paid for all who are messages may include: scheduled to travel. Only PCAs ride free of charge. Current AAR TransitChek coupons • A reminder the night before about trips are accepted as fare payment when traveling. scheduled for the next day. Each coupon is good for one trip. • An alert of approximate time that a vehicle Service Area will be arriving. AAR provides service in NYC and within a • An alert that AAR eligibility status will three-quarter-of-a-mile corridor beyond fixed- expire soon and needs to be renewed. route service across the NYC borderline to nearby areas of Nassau and Westchester • A reminder to Subscription Service users counties. When reserving a trip in Nassau to call to reserve subscription trips on and Westchester counties, give the holidays. reservation agent the address and cross streets of the destination; if AAR goes there, • A service alert due to weather. the trip will be scheduled. Customers must contact AAR / Prompt #1 to indicate how they would like to receive IVR messages or use MY AAR.

15 16 Providers Personal Care Attendant (PCA) Private carriers under contract to NYC Transit Some of our customers require the provide this service by lift-equipped vans, assistance of a PCA. A PCA is someone who ramp-equipped vehicles, or sedans. In addition, regularly assists the customer. When the service is provided by Enhanced Broker service customer travels, the PCA performs personal (taxis and for-hire vehicles). AAR does not ensure a particular service or type of vehicle duties that drivers are not allowed to do. unless accessibility is mandatory. Some of these duties may include, but are not limited to: Note: AAR vehicles cannot accommodate wheelchairs or scooters wider than 33 inches, • Guiding a child or adult with an intellectual longer than 51 inches and weighing more or developmental disability. than 800 lbs. when occupied. • Assisting a customer diagnosed with Maximum Ride Times Alzheimer’s or Dementia. A trip’s maximum ride time is based on trip • Directing a customer who is unable to travel distance. The chart below indicates the amount independently. of time a customer can anticipate traveling, based on trip miles. • Calming a customer who tends to become upset in unexpected situations. Miles Maximum Ride Time • Pre venting a customer from leaving their seat or opening a door when the vehicle is 0 to 3 50 minutes in motion and/or 3 to 6 1 hour 5 minutes • Assisting a customer with managing their 6 to 9 1 hour 35 minutes schedule and trip commitments in order to 9 to 12 1 hour 55 minutes prevent excessive missed trips and potential 12 to 14 2 hours 15 minutes suspensions of AAR service. Greater than 14 miles 2 hours 35 minutes We strongly suggest that customers who are authorized to travel with a PCA, and who need a PCA to perform some of the duties

17 18 mentioned previously, always travel with a Designated AAR Pickup Locations PCA on Paratransit trips. The customer’s AAR There are designated AAR pickup spots at MetroCard/ID will note “YES” next to Personal busy locations, where customers and vehicle Care Attendant. Please tell a reservationist when a PCA will be traveling with you. operators consistently missed each other. Remember: AAR does not have staff to These locations have AAR identification monitor or supervise its customers. signs. An AAR vehicle is just like a city bus, except Please note: Customers may make a that it transports its customers door-to-door. reservation to be picked up or dropped off at If you think it’s unsafe to let your family these locations. For a list of these designated member or the individual you assist travel locations, go to: alone on a fixed-route bus or subway, you new.mta.info/accessibility/paratransit/ should not let them travel alone on AAR. newsletter-and-announcements/ Traveling with Guests and/or PCA designated-aar-pickup-locations Whether or not you are approved to travel with a PCA, you may travel with one guest. Inclement Weather Additional guests may be accommodated While AAR may continue to operate during on a space-available basis. A PCA and/or adverse weather conditions, there may be guest(s) must travel with you to and from the times when local road conditions prevent us same destination. When reserving a trip, tell from reaching you. For weather and service the reservationist if seats are needed for a messages, please call AAR or consult the guest(s) and/or PCA. All AAR customers and MTA website at new.mta.info guests must pay the full AAR fare. Children can be guests and are charged a Driver Assistance fare, except an infant held in a parent’s lap. As long as the driver doesn’t lose sight of the The parent is responsible for securing the vehicle and is not more than 100 feet away child in a seat. If a customer brings on an from it, she/he can assist you to/from the infant seat, the customer is responsible for vehicle, help you up/down the curb or one securing the infant seat. Drivers shall assist. step and assist you in boarding.

19 20 The driver will carry up to two bags or parcels For your safety, we strongly recommend that totaling 40 lbs. or less on/off the vehicle. you wear your seatbelt or seatbelt/shoulder A driver will not enter any buildings. harness (if traveling in a wheelchair/scooter). Your seatbelt should be fastened before the When a PCA travels with you, the driver is AAR vehicle begins to move. Upon request, only required to assist you: onto the vehicle, drivers will assist customers with fastening secure your wheelchair/scooter, and secure and unfastening their seatbelts and seatbelt/ your seatbelt/ shoulder harness, or seatbelt; shoulder harnesses for those using a if you are sitting in a passenger seat. wheelchair/scooter. Shopping Carts, Bags/Parcels and Transferring from Wheelchair/Scooter to Bulky Items Passenger Seat Customers must fold shopping carts and Passenger seats are reserved for customers board AAR vehicles with only two bags or who walk and wheelchair/scooter locations parcels totaling 40 lbs. or less. A very bulky are reserved for customers traveling in item that fills a seat or is a safety hazard is wheelchairs/scooters. If you travel in a not permitted on an AAR vehicle, even if the wheelchair/scooter and wish to transfer to a item weighs less than 40 lbs. passenger seat, you must ask the driver if a Additional shopping carts, bags/parcels seat will be vacant during your trip.You may carried by PCA and or guest cannot be transfer only if a seat is available. accommodated. Please note: If a customer who walks is Seatbelt Recommendation added to the route and requires the seat, you AAR cares about your safety. Traffic will have to return to your wheelchair/scooter. conditions may sometimes require the vehicle Customers are not permitted to reserve operator to make sudden stops, turns, or passenger seats for guests or PCAs who maneuvers. Fastening your seatbelt ensures do not travel with them so that they can a safer ride. transfer to a passenger seat.

21 22 However, customers must have established Traveling on Paratransit eligibility with AAR and Able-Ride Outside New York City (Nassau County) or Bee-Line ParaTransit (NYC) (Westchester County). Customers must coordinate their connecting Since the passage of the ADA, paratransit trips with AAR and Able-Ride or Bee-Line. service has grown rapidly as a mode of There are no free transfers as each Paratransit public transit throughout the United States. service operates independently. An AAR customer wishing to travel to any other city/state, must contact the organization Transfer locations between Queens and Nassau County responsible for administering the Paratransit service in that city/state and request visitor • Northwell Health, status (21 days of service). If a long service Center for Advanced Medicine period is required, one must apply. Please (450 Lakeville Road, Door D, New Hyde Park) note, each Paratransit service has a different fare and operating hours. When establishing • in front of J.C. Penney (1051 Green Acres Mall, Valley Stream) Paratransit service in other regions, it is advised to start planning at least 2 weeks ahead. Transfer locations between the Bronx and Westchester AAR provides service within the five boroughs of NYC and within a three­ • 4340 Boston Road, Bronx (at Ropes Avenue/IHOP) quarter-of-a-mile corridor beyond fixed- route service across the NYC borderline to • 5661 Riverdale Avenue, Bronx nearby areas of Nassau and Westchester (at West 258th Street) counties. AAR does not travel beyond this AAR customers may also take LIRR or Metro- service area. North to other transportations hubs within NYC and coordinate a pickup with AAR to continue AAR has transfer locations to accommodate their trip within AAR’s service area. Please travel between the Bronx and Westchester check for station accessibility by visiting: County and/or Queens and Nassau County. new.mta.info/accessibility/travel/MTA-railroads 23 24 These are the transportation hubs within offered a pickup time that is up to an hour the AAR service area where customers earlier or later than the time requested. can connect with accessible transportation “Appointment” or “Arrival” time: the requested (buses/commuter trains) that can connect time a customer would like AAR to arrive them to other region’s Paratransit services: at their destination. Customers may want • Herald Square (33rd Street and 6th to request a time earlier than the actual Avenue): Amtrak, LIRR, NJ Transit, PATH destination appointment to allow for security check points, elevators and other unforeseen • Penn Station/Madison Square Garden delays. (7th Ave & 31st Street) Amtrak, LIRR, NJ Transit A request can be made for either a pickup time or appointment time, but not both for the • Grand Central Terminal (East 43rd Street same trip. and Lexington Avenue): Metro-North • Port Authority Bus Terminal “Call back” or “Will call” occurs if the trip cannot be accommodated during the (42nd Street between 8th and 9th Avenues) Reservation process. We will ask to call the customer back with the scheduled pickup Planning & Reserving time. a Trip If the customer agrees to be called back, Reservations can be made 1 – 2 days in AAR will call them by 7 p.m. that evening. If advance, 7 days a week, from 7 a.m. to 5 customers haven’t been called by 7 p.m., call p.m. by calling AAR / Prompt #2 or using MY AAR / Prompt #5 to get the scheduled pickup AAR. Here are some terms that will assist time. AAR / Prompt #5 is available 24 hours a with reservations: day, seven days a week. When reserving a trip to or from Nassau “Pickup” or “Depart” time: the requested or Westchester counties, AAR will inform time a customer would like to be picked up customers if the location is within the to travel to their destination. Since AAR is three-quarter-mile service area. a shared-ride service, customers may be 25 26 Prior to making a reservation, please have How to Cancel a Trip the following information ready: Customers must cancel same-day trips no • Customers AAR ID number. later than two hours before their scheduled pickup time by calling AAR / Prompt #5 or • The date of the trip(s). using MY AAR. If customers know one or two • The pickup and destination address days in advance that they won’t be taking (include cross streets whenever possible). their scheduled trip, call AAR / Prompt #4 or use MY AAR. • Customer’s cell phone number, if applicable, When cancelling a two-way trip, customers or the telephone number at the destination. must inform AAR that they are cancelling • Pickup/Depart or Appointment/Arrival time. both the original trip at their pickup location • Whether customer will be traveling with a and the return trip from their drop off location. PCA, guest(s), or both. Return trips are not automatically cancelled. The penalties for customers who no-show • Special instructions, such as requesting that or late cancel trips are listed under the vehicle operator announce their arrival. No-Show/Late Cancellation Violations. • Please provide the same information for the return trip. If customers have conditional eligibility, they may only be able to reserve AAR on a “trip­ by-trip” basis —which is when the customer’s disability and/or specific impairment-related conditions prevent them from using fixed- route buses or subways. Customers might also be offered AAR feeder service.

27 28 On the Day of Your Trip • Drivers must wait five (5) minutes after your scheduled pickup time, even if they arrive It is AAR’s goal to provide safe, prompt and early. Drivers arriving after your scheduled reliable service, but we ask our customers to pickup time must also wait five minutes please be prepared to wait up to 30 minutes after the scheduled pickup/depart time. before leaving. AAR vehicles arriving during this time are • Dispatchers are requested to call the considered on time. customer if they are not at the pickup The 30-minute waiting period begins at the location. scheduled pickup/depart time and ends 30 minutes later. Before, during or after the • If customers do not arrive within the five (5) 30-minute waiting period, customers may call minute wait period, the driver will leave, AAR / Prompt #5 (24/7) or use MY AAR to unless contact is made with customer, the get the carrier’s name, the vehicle number, driver will wait an additional five (5) minutes. and its location or estimated time of arrival (ETA). • Cell phone users: Please call Eligibility to assure the proper cell phone number Please: is entered in to the Customers Manifest • Be prepared and ready to travel at Notes in their permanent record so that the scheduled pickup/depart time and dispatchers can contact the customer before location (inside). An IVR message will the driver leaves. inform customers of their vehicle’s ETA, or customers can monitor the real-time • If the vehicle doesn’t arrive at the end of location of their vehicles location (AAR or the 30-minute waiting period, follow the Enhanced Broker Service) with MY AAR. If instructions in What to Do if an AAR Vehicle customers need to take an elevator or walk is Late. a distance to their pickup location, please allow extra time. • If customers are delayed but wish to keep • When the vehicle arrives, please show the their return-trip reservation, call AAR / driver the customer’s AAR MetroCard/ID Prompt #5 at least 60 minutes before the and pay the exact fare. scheduled pickup time to reschedule. 29 30 What to do if an AAR Vehicle is Late Please note: Wheelchair users can call 311 If the scheduled pickup time has passed, and ask for Accessible Dispatch, or call the but the AAR vehicle has not arrived, call Dispatcher directly at 646-599-9999 for a AAR / Prompt #5 for an updated trip status. wheelchair accessible taxi to travel in any of AAR staff will check the Automatic Vehicle the five boroughs for the metered rate. Location Monitoring System (AVLM) and provide the vehicle’s location or ETA, the NYC Transit may offer customers a carrier’s name and the vehicle’s number. If conditional authorization when it is unclear the ETA is later than 30 minutes after the if the same-day problem was caused by scheduled pickup time, customers may the customer or NYC Transit. Customers request that AAR staff attempt to find the will not be reimbursed for taxi/car service if customer alternative transportation from a NYC Transit determines that the customer is nearby AAR vehicle or by authorizing taxi/car service. If the original vehicle’s ETA is near, responsible for the problem. customers may wish to wait for the original NYC Transit may not authorize taxi/car vehicle. service for customers who are not at their Taxi/Car Service Authorization and pickup locations and ready to travel when an Reimbursement AAR vehicle arrives within the 30-minute time If customers are approved to use a taxi or period. This also applies to customers who car service as an alternative to a late-arriving call for an earlier pickup time on the day of vehicle, they will be given an authorization their trip. number by AAR staff. Customers will then be responsible for arranging for their own taxi/car For assistance in submitting receipts for service: including paying the fare, tolls, and no reimbursement consideration, please use the more than a 15 percent tip, obtaining a receipt Taxicab/Car Service Reimbursement Form: from the driver and submitting a letter to AAR http://web.mta.info/nyct/paratran/Taxi_ requesting reimbursement. Customers will CarServiceReimbursementRequestForm. be reimbursed the cost of their trip minus the full AAR paratransit fare. The reimbursement pdf,or follow the Reimbursement Instructions amount may be reduced if a request appears on the next page. excessive. 31 32 Reimbursement Instructions: Subscription Service • Letters must be postmarked within three This service is offered to any customer who months from the trip date. travels from the same location to the same • Letters missing required documentation will destination at the same time of day for each be returned. trip at least one day a week. If you wish to • Letters must include the customer’s name, apply, call Subscription Service from 8 a.m. address, AAR ID number, the NYC Transit to 5 p.m. Please note: Subscription Service authorization number, original taxi meter is subject to availability. These trips are receipt or original car service receipt. prescheduled. You need to call if you wish to cancel or put your trips on hold. • Receipts that appear altered may be rejected, and copies or faxes are not Call Prompt #2 to cancel a trip one-to-two accepted. The reimbursement amount may days in advance of travel. Call Prompt #5 be limited if a request appears excessive. to cancel a same-day trip at least two hours prior to your pickup time. If you do not require • Car service receipts must include the car subscription service for one day or more, call service name, telephone number, trip date, Subscription Service at least three days in fare, tolls and tip. advance of your trip date to put it on hold. For • Mail letters to AAR Taxi Reimbursements, example, if you have a trip to an appointment MTA NYC Transit, Paratransit Division, for physical therapy every Monday from 2 to 3 130 Livingston Street, Brooklyn, NY 11201. p.m., but will be on vacation for the next two weeks, you must call Subscription Service on Friday to put this trip on hold. When calling Subscription Service to put your subscription on hold, be prepared to give the following information:

33 34 1. Your full name (spell out) Suspended subscription customers must 2. AAR MetroCard/ID Number submit another request for Subscription Service. However, the request will not be 3. Whether you want all or some of your trips considered until 30 days after the suspension put on hold (e.g., every Monday in July) date. Customers whose Subscription Service 4. The first date AAR vehicles should not pick is suspended due to excessive cancellations you up still have the right to request advance 5. The first date vehicles should resume reservation trips. picking you up 6. If you don’t know the date that you want No-Show/Late your service to resume, say the hold is Cancellation Violations indefinite NYC Transit will record each customer no- NYC Transit will hold your subscription for show or late cancellation as a missed trip and up to 90 consecutive days. After 90 days may suspend, for a reasonable period, any the subscription will be cancelled, and you customer whose missed trips are excessive, must submit a new request for Subscription whether the trips are advance reservation or Service. subscription trips. Customers may not dispute an individual violation at the time it occurs. Excessive cancellation of subscription trips NYC Transit may suspend any subscription A no-show occurs when the vehicle arrives that is canceled 30 percent or more in at the pickup location within the 30-minute two consecutive months. At no time can pickup window, waits the required five a customer’s missed trips exceed seven minutes and the customer does not board within one month. This will be considered the vehicle. Each no-show = 1 point. a consistent pattern of cancellations of A late cancellation occurs when a customer any part of a subscription. The decision to cancels a trip less than two hours before the suspend a subscription because of excessive scheduled trip. Each late cancellation = 1 point. cancellations is final.

35 36 Pattern or practice of missed trips. Missed The 5th violation and subsequent suspension trips may occur for reasons beyond a during the rolling 12-month period will customer’s control. Therefore, customers result in a 4-week suspension period per will be given seven (7) points each month suspension. that can be used in the event of a no-show and/or late cancellation. One point will then In addition, Subscription Service will be deducted for each no-show and/or late be cancelled for any customer who is cancellation that occurred during that month. suspended. Suspended Subscription When a customer’s no-shows and/or late Service customers must reapply to be cancellations exceed the allotted 7 points considered for a new subscription. within the month, it will be considered a “pattern or practice” of missed trips and The application will not be considered for a violation of the Policy. 30 days after the suspension end date. The customer will be sent written notification Notification of Suspension that she/he has violated the No-Show/Late Before a suspension occurs, customers will Cancellation Policy and is scheduled for receive a notice of suspension identifying suspension. each trip that was no-showed or late Suspensions cancelled. The notice will also advise the Customers shall be subject to the following customers of the dates when the suspension suspension periods for violation of this Policy begins and ends, as well as the date that the within a rolling 12-month period. Repeated customers can start to use paratransit service violations will cause the length of the again. suspensions to increase. • 1st violation: Warning Notification with no suspension • 2nd violation:1st suspension (1-week period) • 3rd violation: 2nd suspension (2-week period) • 4th violation: 3rd suspension (3-week period) 37 38 Right to Appeal Suspension Appeal Decision Written Appeals: NYC Transit will advise customers in writing • Customers must submit the completed of its decision concerning their appeal. If the Notice of Intention to Appeal Suspension suspension is upheld, the notice of decision form. will provide customers with the beginning • Customers must submit either the and ending dates of the suspension period. Statement of Appeal form or a letter documenting why they Conduct Policy believe that the violations should be Customers who engage in violent, seriously excused and any supporting documentation. disruptive or illegal conduct may be • These documents must be postmarked suspended or terminated. Customers are within 14 calendar days of the date the also responsible for the conduct of their notice of suspension was issued. Personal Care Attendants and guests. Acts In-Person Appeals: of misconduct include, but are not limited to, the following. Misconduct may result in the • Customers must submit the completed Notice of Intention to Appeal Suspension loss of paratransit service whether it occurs form postmarked within 14 calendar days of in the context of traditional AAR, the AAR the date the notice of suspension was issued. MetroCard program, the e-Hail pilot program, or any other program or service offered by • Customers will be contacted to schedule an NYCT. appeal hearing. • Customers must be available to attend the hearing at a mutually agreed-upon date. No suspension will take effect if the customer has filed an appeal in accordance with the instructions and deadlines noted in this policy and the Paratransit Appeals Board has not determined the outcome of the appeal.

39 40 Prohibited Conduct includes: • Drink/possess any open unsealed • Acts of violence, terrorism and/or illegal container/s of alcoholic beverage. conduct including those that cause or may tend to cause injury and/or harm to oneself • Conduct that demonstrates an intent to or others. defraud/constitutes a theft of service.

• Threats of violence or terrorism, • Intentionally providing false information harassment and/or conduct that poses a with respect to PCA and/or guest threat or significant risk to oneself or others. reservations. • Conduct resulting in inappropriate physical contact with oneself or others. Please note that assaulting an MTA employee is a crime punishable by up to 7 years in • Disruptive or abusive language – prison. derogatory remarks on race, ethnicity, religion, gender identity, sexual preference, Enforcement or disability. NYCT reserves the right to refuse service • Carry or bring any item/s, dangerous to any customers who engage in violent, instrument/s or weapons that may present seriously disruptive or illegal conduct to the a danger or hazard. extent permitted by the ADA. In the case of • Conduct that interferes with customer violent, seriously disruptive or illegal conduct, traffic/impedes service. the individual will be subject to immediate suspension but will be entitled to a post- • Litter, dump garbage, liquids or other suspension appeal. matter, create a hazard or unsanitary condition (including spitting or urinating). NYCT will follow the applicable appeal process but reserves the right to conduct the • Destruct, deface, destroy or vandalize appeal hearing by telephone conference. AAR property. • Smoke or carry an open flame or lighted match, cigar, cigarette, pipe or torch.

41 42 Make your comment or complaint while the How to Commend, details are still fresh in your mind. We look Complain, or Make forward to receiving customers’ positive comments and helpful suggestions. If you Suggestions about AAR have a complaint, we will try to resolve it. The goal of AAR Paratransit Service is to When making a complaint, please tell us provide safe, prompt and reliable service. your name, address, telephone number, We welcome feedback about your travel and AAR MetroCard/ID number. Also, experience. provide specific details of your complaint and when and where it happened. If you are Please use one of the following methods to complaining about a trip, the information on share your comments, commendations, or your trip ticket helps us investigate. complaints with us: • Call: 877-337-2017 and press “8,” to Reasonable Modification speak with a representative who handles Requests for Individuals paratransit issues from 9 a.m. – 5 p.m., with Disabilities Monday– Friday. Deaf/hard of hearing The MTA and its operating agencies – customers: use your preferred relay service New York City Transit, MTA Bus, Long provider or the free 711 relay service to Island Rail Road, and Metro-North Railroad reach 877-337-2017. – are committed to making reasonable • Write: MTA New York City Transit, Paratransit modifications to our policies, practices and Division, Customer Relations, 130 Livingston procedures to ensure that our subway, bus, Street, Brooklyn, NY 11201. and services are accessible to individuals with disabilities. Any person with • E-mail: new.mta.info/customer-feedback a disability who wishes to make a request for and select “Paratransit(AAR)” in the Reasonable Modification, or file a complaint “MTA Service” field. about a Reasonable Modification Request, may do so below at: https://mta-nyc.custhelp.com/app/ask_rmr

43 44 Filing a Title VI NOTES Complaint MTA New York City Transit (“NYC Transit”) and MTA Bus Company are committed to providing non-discriminatory service to ensure that no person is excluded from participation in, or denied the benefits of, or subjected to discrimination in the receipt of their services on the basis of race, color or national origin as protected by Title VI of the Civil Rights Act of 1964 (“Title VI”). To request more information about Title VI or to submit a written complaint if you believe that you have been subjected to discrimination, you may visit new.mta.info or contact NYC Transit’s Office of Equal Employment Opportunity, 130 Livingston Street, 3rd Floor, Brooklyn, NY 11201. In addition to your right to file a complaint with NYC Transit, you have the right to file a Title VI complaint with the U.S. Department of Transportation, Federal Transit Administration, Office of Civil Rights, Attention: Complaint Team, East Building 5th Floor—TCR, 1200 New Jersey Ave. SE, Washington, DC 20590.

45 46 NOTES NOTES

47 48 (877) 337-2017 new.mta.info

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