Frequently Asked Questions (FAQ)

You’ll find answers to the most frequent questions visitors ask about our services here. If your question is not answered on this page, please contact us.

How do I book a ride?

Reservationists are on duty daily from 8:00 a.m. to 5:00 p.m. (including holidays) to book, schedule, and confirm your travel plans and “Ready Times”. Please expect our vehicle to arrive for you within a half hour of your “Ready Time”. Our reservationists will work with you and make every effort to serve your needs.

When should I call to book a ride?

Reservations are accepted one to two days in advance of the day of your ride. We do not provide same-day emergency service. Please remember to gather your origin and destination addresses and phone numbers before calling us.

What are your days and hours of service?

Paratransit trips are available seven days a week, including holidays, from approximately 5:00 a.m. through 12:30 a.m. (just after midnight). Limited trips are available prior to 5:00 a.m. and until approximately 1:00 a.m. within 3/4 of a mile of RT bus and light rail service in operation.

ADA paratransit service is avaiable during the same days and hours that RT’s fixed-route and light rail service operates. The ADA paratransit service complements the bus or light rail service in operation at the time. The service day is shorter on Saturdays, Sundays, and holidays.

The reservationist will tell you if paratransit service is available during the days and hours you want to travel, and can assist you with planning your trip. You will be picked up within 30 minutes after the Ready Time negotiated. You must board the bus within five minutes of arrival at your pick-up location. If you aren’t ready, the driver must leave without you and your trip status will be recorded as a “no show.”

How much does it cost?

We require exact change each time you board. Fares within our service area are $5.50 each way, except for airport trips, which are $10.00 one way, payable by cash or coupons because they are outside our service area.

What is the service area?

We do not currently provide service to Roseville or West Sacramento. We service most other urban communities served by the Sacramento Regional Transit District.

  • Sacramento
  • Carmichael
  • Elk Grove*
  • Fair Oaks
  • Folsom (to/from Light Rail Stations only)
  • Rancho Cordova
  • Citrus Heights
  • Rio Linda
  • Elverta
  • Orangevale
  • North Highlands
  • Raley Field

*Elk Grove residents receive service from two providers, eVan or
Paratransit, Inc., depending on the trip location. Please contact eVan
for details at (916) 683-8726 or online at: www.e-tran.org/paratransit.asp.

How do I cancel a ride?

The Cancel Line is open 24 hours. The minimum notice required is two hours; anything less may be cause for denial of future service.

Cancel Line: 429-2009 (option 2)

What if my bus is late?

Call the Where’s My Bus? line: 429-2009 (option 3). A dispatcher will update you on the status of your ride.

OR

Visit Where’s My Bus Page. You will need your Client Code to log in.

How do I use the automated telephone system?

The Automated Telephone System is designed to give you quick and convenient self-service access to the Paratransit, Inc., information and services you need most. It will provide selected general information, as well as allow you to Schedule new rides and Confirm and Cancel existing rides. It will call you with a reminder for trips you have scheduled for the next day. Because this system is connected directly to our dispatching system, the Automated Telephone System will notify you that a vehicle is on its way to your pick-up location – and it will even provide you with the most current estimated arrival time.

The Automated Telephone System uses advanced technology that engages you in a “conversation” to determine what you need and it responds accordingly. Simply use the numeric keypad on any touch tone telephone to book, cancel, or find out about your rides. You can transfer to a Call Center Agent at any point during your Automated Telephone System call by pressing 0 (zero).

Getting Enrolled: To access the Automated Telephone System you will need a Personal Identification Number (ID). Contact a Customer Service Agent at (916) 429-2009 option 4 to get your ID and complete the enrollment process.

It”s easy! You will be asked to provide phone numbers to be used by the Automated Telephone System so it can call you with ride times and arrival notifications, and a list of addresses to and from which you commonly travel. These addresses will be the only ones used by the Automated Telephone System when you use it to Schedule new rides. Our Customer Service Agents will be happy to update or add new addresses anytime upon your request.

Using the System: To use the Automated Telephone System dial (916) 429-2488 from any touch tone telephone. You will be asked to press either 1 for English or 2 for Spanish then you will hear general announcements from us. After listening to the General Announcements, you will be prompted to “log in” by entering your ID number and password. You may skip past these announcements by entering your ID number while they are playing.

More help

Local Reservations: 429-2744 or 800-956-6776
Cancel Line (cancellations): 429-2009 (option 2)
Where’s My Bus? Line (if a bus is late): 429-2009 (option 3)
TDD: 429-2568

Reminder: Ride requests must be made 1 to 2 days in advance. Call 429-2744 from 8:00 AM to 5:00 PM any day of the week to request a ride. If you live outside the immediate calling area, you may dial toll-free: 800-956-6776.

To place a ride request, you must provide:

  • Your name
  • Your Paratransit ID number
  • Your address
  • Your telephone number
  • The destination address and telephone number
  • Your preferred pick-up time (Ready Time)