Lift Line operates Monday- Friday from 5:00am -12:30am, Saturday and Sunday from 5:30am-12:30am.
All Lift Line trips must begin and end within the service area prescribed by the ADA regulations. The service area is 3/4 of a mile on either side of an RTS fixed route. Park & Ride routes do not qualify. The Lift Line service area and hours are comparable to the RTS schedule; if an RTS route does not operate on a given day or time, Lift Line service will not be available in that area.
All types of trips may be scheduled on Lift Line, including work, medical, recreational and shopping. No priority will be placed on trip purpose, nor is anyone required to identify the purpose of their trip.
Lift Line is a shared ride service and part of the public transportation system. Many times the driver may have other customers to pick up and drop off while you are traveling to your destination.
Lift Line is a curb-to-curb public transportation service. Drivers will assist customers on and off the bus. For safety reasons, drivers may not leave the vehicle to escort you to and from buildings or carry packages.
How to Schedule a Ride
Reservations for Lift Line may be made anytime from 3 days to 1 day in advance of your need for transportation. Under the Americans With Disabilities Act(ADA), Lift Line is permitted to offer you a ride within one hour before and one hour after your requested trip time.
You may call to schedule rides between 8:00 AM to 5:00 PM, seven days per week. To schedule your ride, please call 585-224-8330.
If you will be traveling with a Personal Care Attendant (PCA) or a service animal, please be sure to let the scheduler know when you make your ride request. PCAs may ride at no charge. Guests may travel on a space available basis and must pay same fare as Lift Line Customer- see below for fares.
Please Be on Time
When waiting for the Lift Line vehicle to arrive, please be ready from ten minutes before to ten minutes after your scheduled pick-up time. In order to maintain our schedule, and as a courtesy to other customers, the driver will wait five minutes upon arriving to pick you up before continuing on to the next stop.
To Cancel a Ride
If you find that your need for transportation changes, please call our cancellation line at 585-224-8529 by 5:00 PM on the day prior to your scheduled ride so that we may provide transportation for other passengers. When calling, please state your name, address, time and date of your scheduled ride and your phone number. You may also cancel your Lift Line ride by clicking here to complete an on-line form.
*NOTE: Please be sure to specify what portions of the trip you are cancelling; this is particulary important if you have mulitple trips in one day and are not canceling all of them.
No Show/Late Policy
Effective January 3, 2012
The Americans With Disability Act allows for the suspension from service for a reasonable period of time with respect to individuals who establish a pattern or practice of repeated No-Shows and/or Late Cancellations.
Definition of a No-Show
A "No-Show" occurs if the customer fails to appear for their advance reservation or subscription trip within five minutes after the later of either: (i) the time the bus arrives; or (ii) the start of the 20 minute period during which the bus is scheduled to arrive (called the "20 minute window").
Definition of a Late Cancellation
Any cancellation of an advance reservation or subscription trip received less than two (2) hours before the start of the trip's 20 minute window.
Definition of "Violation"
A "Violation" is either a Late Cancellation or a No-Show. However, any Late Cancellation or No-Show that occurs for a reason beyond the customer's control will not be considered a Violation.
Tracking and Notification Procedure
Violations will be counted on a rolling six-month basis. Violations occurring within the preceding six months will be used to determine if a suspension is to occur. This means that a Violation occurring on June 1 will be counted towards a potential suspension until November 30, for example.
After each Violation, Lift Line will notify the customer in writing of the Violation. After three and then six Violations, the customer will receive a written notice identifying all the Violations during the prior six months and a copy of this Policy.
Service Suspension
A customer who accumulates 10 or more Violations within a rolling six-month period will be suspended for a period of two weeks if the number of Violations is equal to or greater than 10% of the total number of rides that customer scheduled over the same six-month period. If the customer accumulates 15 Violations within the same rolling six-month period, the customer may be suspended for three weeks, but again only if that the number of violations is equal to or greater than 10% of the total rides the customer scheduled over the six-month period.
Subscription service will be canceled for any customer who is suspended under this Policy. Any suspended subscription service customer must reapply if he/she wishes to be considered for a new subscription. Such an application will not be considered for three months after the conclusion of the suspension period. Applications of customers who reapply for subscription service will be placed in order behind any other pending applications for such service.
Notification and Right to Appeal
A notice of suspension will be sent and will identify the dates of each violation, and the date the suspension period will begin and end. The suspension will begin ten days after the date of the notice of suspension.
Customers may appeal the suspension in person or in writing by submitting a Notice of Intention to Appeal Suspension form so that is received by LiftLine within ten days of the date of the suspension notice. If the customer wishes to appeal in person, that desire must be indicated on the Notice of Intention to Appeal Suspension form.
The only bases for appeal are proof that one or more of the violations charged against the customers did not occur or that the number of Violations was less than 10% of the total rides scheduled by the customer within the applicable six-month period.
If the customer indicated a desire to appeal in person, the customer will be called to arrange a date for a hearing. The customer must be available to attend the hearing at a mutually agreed upon date, no later than 21 days from the date the notice of suspension was issued. If the customer is not available to attend the hearing within that 21 day period, the appeal will be denied.
Lift Line will advise the customer in writing of its decision concerning the customer's appeal within seven days of receiving the Notice of Intention to Appeal Suspension or, if there was an appeal in person, within seven days of the hearing. The decision of the Appeals Board is final.
Trip requests that are made for trips which would occur after the date the suspension is scheduled to begin, will not be honored unless Lift Line has received the completed Notice of Intention to Appeal Suspension form in a timely manner and the appeal is pending.
No Pay Policy
Lift Line customers must pay the driver the exact fare at the time of the ride. Lift Line drivers do not provide change. Lift Line fares are collected prior to the vehicle's departure and may be collected prior to boarding.
Lift Line drivers are not required to transport those who do not pay the fare. Round-trip fares are not accepted.
Lift Line drivers are prohibited from acting as an attendant for customers.
Fares