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Scheduling and Changing Trips

customer exiting the ride at long wharf

Once your account is funded you can start scheduling trips on The RIDE. Your trips need to be scheduled 1 – 7 days in advance. Please note that trips can’t be booked after 5 PM for travel the following day. Unfortunately, same-day requests can’t be accommodated.

Keep reading to learn more about the scheduling process, and changing your existing reservation.

Routematch Software Transition

the ride on a trip

The RIDE implemented new software called Routematch on August 15, 2020. Routematch includes a new and improved website to book, view, and cancel your trips online.

Learn more about Routematch

You can also call TRAC at 844-427-7433 to book your trip.

Booking Process

There are 3 ways to schedule your trips on The RIDE. Take a look at the dropdown menu below, and choose the best option for you. 

Choose Your Trip Type

When making a reservation please note there are 3 types of trips you can choose from on The RIDE. 

Arrival-time trip

If you need to be at a destination before a specific time (ie, a 9 AM doctor’s appointment).

Arrival-time trips don’t guarantee a specific pick-up time. We’ll confirm your pickup window during callbacks, the night before your trip. Your pick-up time may be earlier than you expect.

Departure-time trip

If you need to leave a location after a specific time (for example, leaving work at 5 PM). 

Requested arrival and departure times must be at least 45 minutes apart.

Reoccurring / subscription trips

If you take the same trip more than once a week you can call TRAC to schedule a subscription; eliminating the need to schedule each trip individually. 

If your eligibility status for The RIDE changes or you don’t have any funds in your account, your subscription service may be interrupted. If this happens, contact TRAC as soon as possible to confirm your automatically scheduled trips.

Changing or Rescheduling a Trip

You can change your trip until 5 PM the day before, without penalty. If during your call-back the night before a trip, you’re given a pick-up time that doesn’t work for you, you can request to negotiate a different time.

Keep in mind, some changes are not considered negotiations, which means you’ll pay a premium fare. These can include:

  • Requesting a pick-up time change that’s more than 30 minutes earlier or later than the original time
  • Requesting a change less than an hour before your trip
  • Changing your pick-up or drop-off location
  • Rescheduling a missed trip

Not all changes can be accommodated, so call TRAC at 844-427-7433 (voice/relay) or 857-206-6569 (TTY) as soon as possible if you’re delayed or if something changes.  Requesting a new pick-up time will trigger the premium non-ADA fare of $5.60. TRAC will do its best to incorporate your modified trip request into the day’s schedule.

Canceling Your Trip vs. No Show

You may cancel your trip online or by phone up to 5 PM the day before without a penalty. If you cancel your trip less than an hour before your trip, it will be considered a late cancellation.

Please review the late cancellation/no-show policy for more information.

If you’re not at the pick-up location within 5 minutes of the driver’s arrival and they’re unable to contact you –– it’s a no-show violation. Your vehicle arrival time will be announced during the third of 3 notification calls you’ll receive through Routematch.

Contact Us

Contact TRAC if you want to make reservations, have questions about scheduling, or need to speak to dispatch.

Phone: 844-427-7433
TTY: 857-206-6569

The RIDE Guide

customer boarding the ride with lift

Download a PDF version of the important information that explains how to get started with The RIDE.

Routematch Software Transition

the ride on a trip

The RIDE implemented new software called Routematch on August 15, 2020. Routematch includes a new and improved website to book, view, and cancel your trips online.

Learn more about Routematch

You can also call TRAC at 844-427-7433 to book your trip.

The RIDE Guide

customer boarding the ride with lift

Download a PDF version of the important information that explains how to get started with The RIDE.