Mobility Certified Rider

Mobility All Access allows customers to use their computer or smart phone to do the following:

• Book Mobility trips
• Cancel Mobility trips
• View trip history
• View, change, or update account history and information

Visit the MDOT MTA MobilityLink page and click on the Desktop option. You can also go directly to http://mobility.mta.maryland.gov. Be sure to have your client ID number. Your default password is their date of birth unless a password is already established through Mobility Direct. Visit our Mobility All Access informational webpage to learn more.

You can make future reservations and cancel rides any time. Next day reservations can only be made during the same hours as the call center is open.

Reservations can be made up to seven days in advance and at least one service day in advance of travel by calling Mobility at 410-764-8181 or the free TDD 711 Maryland Relay Service. We do not accept same day reservations. A service day begins at 3:00 a.m. and ends at 2:59 a.m. the next day. Trips for next day service must be made before 7:00 p.m.

Reservation hours are 8:00 a.m. to 7:00 p.m. on weekdays. Saturday and Sunday hours are between 8:00 a.m. and 5:00 p.m. The best time to call is between 10:00 a.m. and 2:00 p.m.

Please remember, a Mobility Reservation Agent is the only person who may make a passenger trip reservation; bus operators are not allowed to make reservations for a passenger or change the pick-up or drop-off location on the day of travel.

Mobility recommends that you provide an appointment time or the time you need to arrive at your destination. This will ensure that you arrive on time. Every effort will be made to accommodate your requested pick-up time, however, demand at certain times of the day may require that you adjust your desired travel time by up to one hour before or one hour after the desired pick-up or drop-off time. Reservations are accepted on a first come, first serve basis so call early for the best selection of pick up times.

Whenever you or your representative makes a reservation for a trip, please be prepared to provide the following information:

• First and last name and the ID number on your Mobility identification card.
• Date and requested pick up time or appointment time and desired return time.
• Exact address of pick-up location including the zip code and apartment number if appropriate.
• Exact address of your destination and return pick-up location. Please provide the building name and entrance – front, side, or rear. Provide the nearest main street and cross street whenever possible. Without an exact address a trip cannot be scheduled.
• Information about a companion, Personal Care Attendant (PCA), or child traveling with you and whether you or any of your guests will be using a mobility device.
• Any special instructions, such as the need for the bus operator to announce his or her presence if you are visually impaired.
• Your cell phone so we can contact you in the event of a service change.

A Mobility Reservation Agent is required to ask for complete information and will repeat the information back to you to make sure everything is correct.

Remember that you are traveling on a shared ride service and travel time will be longer than if you are traveling by car. You must allow a minimum of one hour between pick-up and drop-off times when making a return reservation. The Mobility Reservation Agent will negotiate a return time if the time between trips cannot be accommodated.

Service begins and ends within the Mobility service area, if you live outside the service area you are required to designate a pick-up and drop-off point. A requested pick up or drop off location such as a public building, shopping center or restaurant with access for a large vehicle is recommended.

You can always bring one guest in addition to your Personal Care Attendant (PCA), or two (2) guests if you are not approved for a PCA. A personal care attendant is someone designated to assist you or employed specifically by you to meet your personal needs. Over two (2) guests will be scheduled on a space available basis. Your PCA and traveling companions must board and alight with you.

Anyone, including children, may be considered traveling companions. Please remember when traveling with children that every child under eight years of age must ride in a booster or other appropriate child safety seat. The customer is responsible for providing the safety seat.

If you are traveling to or from the same destination, on the same day of the week, at the same time on a recurring basis you may request to use subscription service. This allows you to make regular trips without telephoning to reserve your trip. The same rules apply about cancelling a trip and if any information changes you will need to make a new trip reservation.

This is a premium service and Mobility reserves the right to accept or deny requests for subscription service. Subscription trips are subject to cancellation if you repeatedly cancel late or fail to show at the scheduled time.

It is easy for Mobility customers to bypass a Reservation Agent; all you need is your Mobility Direct password to access the system. If you have never tried Mobility Direct, a default password is already established for you. Your default password/client identification number is your eight-digit date of birth. For instance, if your birth date is April 30, 1940, your password will be 04301940. To change your default password, call the general Mobility number, 410-764-8181, and select option 5. After entering your identification number, you can select Option 1 to change your password.

To use Mobility Direct call 410-764-8181 and select Mobility Direct (Option 5). You will be prompted to follow instructions to begin your self-service journey. Please note that Mobility Direct trip options are only available for trips already scheduled in our system. You still need to speak to a Reservations Agent to schedule your new trips.

You can use Mobility Direct do the following:

• Check the status of your trips on the day of service
• Confirm scheduled trips
• Cancel scheduled trips
• Access a list of answers to frequently asked questions
• Verify your contact information on file (includes Mobility expiration information) and check the status of your Mobility account
• Change your Mobility Direct password
• Change the phone number you want called when the Mobility vehicle arrives for pick-up

Mobility Direct will call you with service reminders and vehicle arrival times. It's effortless. You will receive the calls automatically unless you elect otherwise.

You may choose to receive reminder calls the evening before your ride. When you receive a reminder call, you will have the opportunity to cancel your ride if you no longer need the scheduled trip. Mobility Direct also allows you to choose to receive a reminder call when the vehicle arrives at your pickup location.

You can confirm or cancel your trip 24 hours a day, seven (7) days a week, either by speaking to an agent or by using the Mobility Direct IVR system at 410-764-8181.

The Mobility No- Show and Late Cancellation policy has been designed to discourage unnecessary cancellations and no shows. No shows and cancellations reduce the efficiency of the service and cause inconvenience to other passengers. Mobility recognizes that there are times you cannot help cancelling your service or not showing up for a scheduled trip.

A No-Show will be added to a passenger's record when the following situation(s) occur:

• A passenger is not at the pick-up point within five (5) minutes after the vehicle arrives within the scheduled pick-up window.
• A passenger cancels a ride less than two (2) hours before the scheduled pick-up time.
• A passenger chooses not to ride after the vehicle arrives within the scheduled pick-up window.

If you fail to show up for a scheduled trip and a no-show is recorded, any other trips for that day will remain on the schedule. It is your responsibility to cancel any other trips for the day if not needed. Under Federal law, Mobility may not assume that a passenger will not take the other scheduled trips for that day.

If you have a No-Show or cancel late for reasons beyond your control (for example, a sudden illness or hospitalization) please contact Mobility at 410-764-8181 and select Option 8 as soon as possible to provide an explanation. Any customer who receives a No-Show designation will be notified of such in writing. You will have the opportunity to appeal any No-Show on your record.

You are subject to the No-Show penalties if you cancel your rides late and/or fail to show up for 30% of your scheduled trips during a month. The purpose of the policy is not to punish customers but to correct behavior that is costly for Mobility and an inconvenience to other customers who are delayed when someone does not show up as scheduled.

• A warning letter will be issued after the first violation.
• A final warning letter will be issued after the second violation.
• After the third violation you will be notified of a seven (7) day suspension of service.
• After the fourth violation you will be notified of a seven (7) day suspension of service.
• After the fifth violation you will be notified of a seven (7) day suspension of service.
• After the sixth violation you will be notified of a thirty (30) day suspension of service.

Each letter will show the day and time of each violation. If you disagree with the notification or warning letters you should take the earliest opportunity to clarify misinformation. Please provide information that explains any circumstances beyond your control that may have caused a No-Show or late cancellation. If the initial information is not corrected in a timely manner it may affect your appeal in later steps.

A No-Show will not be charged if the vehicle arrives beyond the 30 minute pick up window.

The appeals process for No-Show violations is administered by the Office of Equal Opportunity Compliance Programs.

If you disagree with a suspension, you will need to adhere to the following procedures for an appeal:

• Your appeal request may be done in writing, in person, or by phone within seven days from the date on your No-Show/Late Cancellation Suspension letter.
  • Submit the Appeals Form to Mobility Appeals, Office of Equal Opportunity Compliance Programs at 4201 Patterson Avenue 2nd Floor, Baltimore, MD 21215.
  • Make an in-person appeal request at the same address.
  • Call the ADA Compliance and Determination Administrator at 410-764-8507. You can leave a message and this will be recorded as a notice of appeal.
• Your hearing will be scheduled within 30 days of the appeal request. You will be notified of the date, time and location of your hearing.
• It is important that you attend the hearing in person, by phone, or that you submit by the hearing date any information you would like us to consider.
• Please contact MobilityLink to schedule a ride to your appeal hearing if needed. The ride will be provided free of charge to encourage your attendance at the hearing.
• If you fail to participate in your appeal, the original decision will be reviewed and an appeal decision will be rendered as to whether to uphold or overturn the original decision.
• You may have a representative with you during the hearing.
• Within thirty days of your hearing, you will be informed in writing whether your appeal is upheld or denied.
• If you appeal a suspension, service will continue until the appeal is decided. If the appeal is denied, suspension will begin the following day. During the time between a request for an appeal and the appeal hearing decision, any No-Show violations incurred during that time will be recorded and added to any existing violations.

If you appeal of a suspension, service will continue until the appeal is decided. If the appeal is denied, suspension will begin the following day. During the time between a request for an appeal and the appeal hearing decision, any No Show violations incurred during that time will be recorded and added to any existing violations.

Download the Appeal Form Here

Call-A-Ride is a premium service available to certified Mobility customers. Call-A-Ride service is not part of the MTA Mobility/Paratransit, but rather a separate and distinct MTA service provided under contract by participating area taxicab and sedan companies. MTA does not guarantee the availability of a particular type of vehicle or pick up-time. Customers deal directly with the taxi or sedan company.

Mobility/Paratransit customers who wish to participate in Call-A-Ride must complete an application. To be approved a customer must be at least 13 years old and be capable of boarding, riding and exiting the vehicle independently or with the assistance of a companion. Go to the Brochures and Publications for more information.

Following the safety regulations listed below will insure your safety and the safety of others.

• Electric batteries and oxygen tanks must be secured during the ride.
• Prior to departing your seat belts and restraints must be fastened. Customers may not stand while the vehicle is in motion. Please remain in your seat until the bus has come to a complete stop.
• Customers are permitted to bring two packages on board the vehicle but they should be limited in size that can be stored safely under the seat or on your lap and the lap of your PCA and companions. Packages may not block the aisles or weigh more than 10 pounds each.
• Passengers are responsible for maintaining control over their service animals and caring for them at all times. Mobility/Paratransit does not have to transport any animal that is not under control or poses a direct threat to the health or safety of others. Service animals are animals that are individually trained to perform tasks for people with disabilities—such as guiding people who are blind, alerting people who are deaf, pulling wheelchairs, alerting and protecting a person who is having a seizure, or performing other special tasks. Mobility personnel may ask if an animal is a service animal or ask what tasks the animal has been trained to perform.
• As is the case on fixed route, there is no smoking, eating, drinking or radio playing permitted on the vehicle.
• Passengers who exhibit disruptive or unsafe behavior will be removed from Mobility vehicles and may be subject to suspension of service.

During severe weather, such as ice and snow, Mobility/Paratransit service may be delayed or canceled. We make every attempt to operate as long as local law enforcement and/or traffic agencies permit us to remain on the streets. During such emergencies, we will provide service for medical trips only. All other trips will be canceled. Service advisories are provided on the MDOT MTA website at mta.maryland.gov/service-alerts. Updates are posted periodically during periods of inclement weather or emergencies that have an impact on service delivery.

The MDOT MTA Transit Team announcements are featured on the media outlets listed below or call 410-764-8181 to get updated information.

WBAL-AM Radio-1090
WWIN-AM Radio-1400
92 Q FM-Radio
95.9 FM Radio
WBAL-TV - Channel 11
WBFF-TV - Channel 45
WJZ-TV - Channel 13
WMAR-TV - Channel 2

Customer feedback regarding service is important. Customers have several options by which to submit complaints to Mobility:

• • Call Mobility’s Customer Care at 410-764-8181 and select Option 8
• • Submit a comment or complaint through the online form
• • Mail the feedback form included at the end of the Ride Guide to:
  Customer Care
  MTA MobilityLink
  4201 Patterson Avenue, 2nd Floor
  Baltimore, MD 21215

All complaints will be documented and tracked in Mobility’s Trapeze PassCom system.

Mobility will investigate the complaint and provide a telephone response to the customer once the investigation is resolved. Mobility’s goal is to resolve all complaints within seven business days; however, some will require additional time to investigate and provide a response based on the issue type, severity and customer request(s).

Mobility ADA Coordinator
For additional support on accessibility-related complaints, customers may contact the MTA ADA Coordinator.

ADA Compliance and Determination Administrator
Office of Equal Opportunity Compliance Programs
Maryland Transit Administration
6 Saint Paul Street, Baltimore, Maryland 21202
410-767-3779

As a Mobility customer you are entitled to use up to 21 days of paratransit services in other communities each year. Contact the local transit system for details.

If you need assistance Mobility/Paratransit will fax or email visitor eligibility confirmation to another transit agency for your visit, please call us at 410-764-8181, "Certification" Option 6. It may take us three (3) business days to send this for you. And it may take the other agency some time to process it.

Both the MTA and the contracted provider make every effort to provide you with efficient and dependable transportation. The objective of the Mobility/Paratransit service is to be comparable with fixed-route service. The following suggestions will help to make your trip successful:

• The assignment of ready (pickup) times is based upon your required appointment (arrival) time at a designated location, the distance traveled, the sharing of the ride with others, and vehicle availability. The farther the pickup location from the destination, the earlier the ready time. Such times are decided by a computerized scheduling system.
• Since this service is origin-to-destination, we recommend that you be ready to leave your location at least ten (10) minutes before your scheduled ready time. The vehicle will only wait five (5) minutes after your scheduled ready time. For example, if your vehicle arrives at 7:00 a.m., the driver will only wait until 7:05 a.m. If your ride arrives early, you are not obligated to board the vehicle before your scheduled time. However, you may do so if you wish.
• The driver has 30 minutes after your scheduled ready time to pick you up. For example, if your ready time is 7:00 a.m., the vehicle may arrive up to 7:30 a.m. until it is considered late. If the driver is not at your location within 30 minutes after your ready time, please call the MTA Mobility/Paratransit service at 410-764-8181.
• The driver can only assist you in boarding and exiting the vehicle. Drivers may not escort you into the building, and they may only remove packages from the vehicle. The "origin-to-destination" service is a requirement due to liability issues.
• Do not engage the driver in conversation while he/she is operating the vehicle. This is important for your safety as well as others.
• Do not verbally or physically abuse the driver. Any physical or verbal action you may take against the driver may affect your riding privilege.
• Keep a list of your needs (wheelchair, extra-wide wheelchair, scooter, service animal, extra seating space, etc.) by the phone, and make certain your special needs are discussed when you schedule a ride.
• Have your fare and the fare of your companion ready before the trip starts. The driver is required to collect fares before the trip departs. If you do not have the proper fare, the driver cannot transport you. You must have exact change; drivers do not carry change.
• Prior to departing your location, your seat belt and/or other restraints/tie-downs must be fastened. Make certain they are fastened so you feel secure.
• Eating, drinking, smoking or playing radios/cassette players without earphones is not permitted by Maryland law.
• Please notify the MTA of any changes in your subscription trips (if you will be in the hospital, if you are going on vacation, etc.). Such information allows the MTA to serve more customers.
• Contact the MTA as soon as possible when cancelling your ride. The MTA requires a minimum of two-hours advance notice so other customers will not be charged with a No-Show.

Please limit the number of packages you take on the vehicle to two. Remember, Mobility/Paratransit is a shared-ride service, and excess packages will infringe upon other customers.

If you need help understanding this information or assistance in completing or understanding Mobility forms or policies, wish to request a reasonable accommodation or modification, or need a copy of this document in an alternative format, please contact Mobility Information at 410-764-8181, Toll Free 1-866-743-3682, TTY 410-539-3497, or MD Relay 71. You may also contact the Office of Equal Opportunity Compliance Programs at 410-767-3779.