Skip to main content
Menu

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 must be scheduled one to five 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 how to change your existing reservation.

Book Your Trip Online

You can view, book, and cancel your trips online anytime.

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

Booking Process

There are multiple ways to schedule your trips on The RIDE. Choose the best option for you from the dropdown menu below. 

Choose Your Trip Type

The RIDE offers three types of trips for you to choose from:

Arrival-time trip

This is best if you need to be at a destination before a specific time (e.g., you have a 9 AM doctor’s appointment).

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

Departure-time trip

This is best if you need to leave a location after a specific time (e.g., leaving work at 5 PM). 

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

Subscription trips

If you take the same trip more than once a week, you can call TRAC to schedule a subscription. This eliminates 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 may change your trip until 5 PM the day before without penalty. If you're given a pick-up time that doesn't work for you when you receive your call-back the night before a trip, you can request to negotiate a different time. You may only negotiate a different time by phone, not online.

Keep in mind that some changes are not considered negotiations, which means you’ll pay a premium fare for these trips. Non-negotiable changes may 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 something changes.  Calling TRAC to request a new pick-up time will result in a premium non-ADA fare of $5.60. TRAC will do its best to incorporate your modified trip request into the day’s schedule.

Trip Cancelations and No-Show Violations

You may cancel your trip online or by phone until 5 PM the day before without a penalty. If you cancel 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 five minutes of the driver’s arrival and the driver cannot contact you, you'll incur a no-show violation. The vehicle arrival time will be announced during the arrival notification call to indicate that your driver is nearby. At this point you should head to your location's outermost door. 

Contact Us

Contact TRAC if you want to make reservations, make changes to scheduled trips, 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.

Book Your Trip Online

You can view, book, and cancel your trips online anytime.

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.