Lift Line Service Overview
Who is Lift Line For?
If you have a disability that prevents you from using RTA’s fixed-route buses, you may be eligible for our Lift Line Services. This program meets the Americans with Disabilities Act (ADA) service criteria established by the federal government. It guarantees people with disabilities the same access to public transportation as people without disabilities.
Check for Your Eligibility
Eligibility for Lift Line is determined through the ADA application process. To obtain an application, call Lift Line at 585-654-0618 or e-mail us at firstname.lastname@example.org. To download a Lift Line Eligibility Application, click here.
Once we receive your application, we’ll notify you of your eligibility status within 21 days. Determining your eligibility may include an in-person interview and/or functional assessment. If we need to schedule an appointment, we’ll contact you. Once you qualify, you’ll receive a Lift Line ID card.
Hours of Transportation
We operate Monday-Friday from 5:00 AM to 12:30 AM and weekends from 5:30 AM to 12:30 AM. All Lift Line trips begin and end within the service area prescribed by the ADA regulations. However the actual hours available for trips may vary because they are based on when fixed-route service operates in your area. The service area is 3/4 of a mile on either side of an RTS fixed route. Park & Ride routes do not qualify.
How to Schedule a Ride
You can schedule a trip for any reason including work, medical, recreational and shopping. You’re your reservation anytime from one to three days in advance of your trip. ADA guidelines permit us to offer you a ride within one hour before and one hour after your requested trip time.
Please call 585-224-8330 between 8:00 AM to 5:00 PM, any day of the week to schedule rides. Lift Line is a curb-to-curb public transportation service. Drivers 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.
Who Can Ride?
If you travel with a Personal Care Attendant (PCA) or a service animal, let your scheduler know. PCAs may ride at no charge. Guests may travel on a space-available basis and must pay same fare as Lift Line Customers. Please be on time.
Please Be on Time
When waiting for Lift Line to arrive, please be ready from ten minutes before to ten minutes after your scheduled pick-up time. To maintain our schedule, and as a courtesy to other customers, the driver will wait five minutes for you up before continuing on to the next stop.
If your ride plans changes, please call our cancellation line at 585-224-8529
at least two (2) hours BEFORE your scheduled ride. 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
to complete an on-line form.
*NOTE: If you have multiple trips in one day and are not cancelling all of them, please be sure to specify what portions of the trip you are cancelling.
No Show/Late Policy
The Americans with Disability Act allows for the suspension from service for a reasonable period of time for customers who establish a pattern or practice of repeated No-Shows and/or Late Cancellations.
Definition of a No-Show
You become a "No-Show" if you fail to appear for your advance reservation or subscription trip within five minutes after the later of either the time the bus arrives or the start of the 20 minute period when 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
We count violations on a rolling six-month basis. Violations that occur within the preceding six months help us determine whether we should suspend your service. This means, for example, that a violation occurring on June 1 will be counted towards a potential suspension until November 30.
After any violation, Lift Line will notify you in writing. After three and then six violations, you’ll receive a written notice identifying all the violations during the prior six months and a copy of this Policy.
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.
We will cancel subscription service for any customer who is suspended under this policy. If you wish to be considered for a new subscription, you must reapply. We will not consider your application for three months after the conclusion of the suspension period. Applications of customers who reapply for subscription service will be placed behind any other pending applications for such service.
Notification and Right to Appeal
We send notices of suspension which identify violation dates as well as when the suspension period will begin and end. Suspension starts ten days after the date of the notice. 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 Lift Line within ten days of the date of the suspension notice. If a customer wishes to appeal in person, that desire must be indicated on the Notice of Intention to Appeal Suspension form.
The only basis for appeal are proof that one or more of the violations charged 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 indicates 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 customer 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.
Requests 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 pay the driver the exact fare at the time of the ride. Drivers do not provide change. Drivers are not required to transport those who don’t pay the fare. We don’t accept round-trip fares. Lift Line drivers cannot act as an attendant for customers.
1 mile or less from origin $ 1.50
Over 1 mile - 3 miles $1.75
Over 3 miles - 20 miles $2.00
Over 20 Miles $4.00
Same-Day Service $6.00 plus distance based fare
Supplemental Service $6.00 plus distance based fare
You may purchase passes for $18 or $20 at the following locations:
Online – click here to purchase via this site.
Lift Line - 588 Trabold Road (in person or through the mail)
Regional Transit Service – 1372 East Main Street
Lift Line drivers
Lift Line Supplemental Service
Now you can pay less for Same-Day Ride Service and travel farther with the new Supplemental Service Area. The fare for a supplemental ride will be the distance-based fare plus $6.00. Rides in the supplemental area will be accepted from the day before to the day of the ride. Service in the supplemental service area will be available 7 days a week including holidays.
If you currently take advantage of the Same-Day Ride Service you may see a reduction in your cost because the Same-Day Ride fare has been reduced.
Please note that your regular ADA Lift Line Service is not changing. Your ride and fare will remain the same in the regular ADA service area. If you choose to take advantage of the supplemental service you will pay the distance-based fare plus $6.00. If you don't choose this option everything stays the same.
Ride RTS FREE
You can ride RTS for FREE with your Lift Line ID card! That’s all day, every day. Need help finding the right bus? RTS Transit Orientation is available. For a schedule, call 585-654-0265, from 8:00 AM to 5:00 PM, Monday through Friday.
Visitors to Rochester are Welcome on Lift Line
If you’re visiting the Rochester area and use ADA transit service where you live, you can use our Lift Line service. Just call our Scheduling Department at 585-224-8330 and provide documentation regarding your hometown ADA certification.
Reciprocal visitor certification is valid for up to 21 days of travel. However, if you plan to stay in the area longer, please request an application for Lift Line certification.