Frequently Asked Questions
Q: Is Access On Demand replacing AccessRide?
A: No. This is an additional service offered to give customers more options to get around. AccessRide services will not be impacted in anyway. You can still schedule trips on AccessRide as you normally do.
Q: What is the purpose of this project?
A: This project will test the feasibility of providing AccessRide customers with a service option that can be booked on the same day the trip is scheduled.
Q: How long will this project last?
A: This project is a pilot that will initially run for a six-month period. However, if successful, we hope to make this a more permanent service option.
Q: How is Access On Demand different from normal AccessRide services?
A: The project will give AccessRide customers the option to book a direct, dedicated private ride with no additional stops and just two hours' notice.
Q: Who is providing this service?
A: There are currently three providers, all of whom offer wheelchair accessible services. OnDemand Mobility and Taxi USA accept cash or credit cards; UZURV only accepts only credit cards.
Q: Are Access On Demand drivers as well trained as those currently driving for AccessRide?
A: Yes. Drivers undergo background checks, drug and alcohol testing, and training as required by Federal guidelines for transporting customers with disabilities. We will be tracking driver licensing and currently qualified drivers.
Q: Who is eligible to use Access On Demand?
A: All those currently registered with AccessRide.
Q: What times does Access On Demand operate?
A: Initially, the service will only be available from 6 a.m. to 6 p.m. (Central Time) Monday through Friday. There may be the possibility of expanding hours later if it is determined to be feasible.
Q: How do I schedule a trip with Access On Demand?
A: To schedule a trip with Access On Demand you must dial 615-862-5678. A trip must be scheduled at a minimum of two hours in advance or at most 30 days in advance.
Q: How much does a ride using Access On Demand cost?
A: You will pay $6 for a trip up to 16 miles from the starting location. For a trip 16 miles or more from your starting location, you will be charged a $1 for every additional mile. For example, if your trip is 18 miles you will be charged $6 for the first 16 miles and $1 each for miles 17 and 18. Your total charge for the trip will be $8.
Q: How do I pay?
A: Trips are paid at time of booking by credit or debit card. For providers that can accept cash, please inform the representative when booking a ride. Payment is due at the beginning of the trip.
Q: Is there a limit on the number of trips I make using Access On Demand?
A: You are limited to four Access On Demand trips per day.
Q: Can my Personal Care Attendant (PCA) or a guest use the service?
A: Yes. One PCA can ride at no cost. You must notify the dispatcher at the time of booking if a PCA will join you on the trip. Up to two guests, including your PCA can join you on your trip. There is an additional fare of $3.40 for non-PCA guests.
Q: Will Access On Demand accommodate my service animal?
A: Yes. Service Animals can ride at no cost. You must notify the dispatcher at the time of booking if a service animal will join you on the trip.
Q: I use a mobility aid, will Access On Demand be a choice for me?
A: Yes. Access On Demand is available for all AccessRide qualified customers. Please inform the dispatcher when placing your request that you will be using a mobility device.
Q: When should I use Access On Demand?
A: Whenever you feel like it. Just remember you are limited to four trips per day, and service is currently available from 6 a.m. to 6 p.m. Monday through Friday.
Q: What happens if I cancel an Access On Demand trip?
A: Customers must cancel at least two hours before scheduled pick up. For customers who have prepaid for a trip, either a credit will be issued for their next trip or the full amount will be credited back to their credit card.
Q: What happens if the provider cancels an Access On Demand trip I scheduled?
A: If the scheduled provider (e.g. a favorite driver) becomes unavailable, the customer shall be notified of the new driver and vehicle identifying information (name, license plate number, color, taxi medallion number etc.) as soon as feasible.
Q: Who can I contact if I have questions about this project?
A: Please contact 615-862-5678 if you have questions about the program.
Q: Where do I direct comments about this Access On Demand pilot?
A: Comments should be directed to MTA Customer Care at 615-862-5950. MTA will follow up with the service provider where appropriate.