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Trips may be booked from one to fourteen days in advance. A reservationist from your Contractor will guide you through the process. You will be asked for your customer ID number, addresses and all necessary information to schedule your trip. The reservationist will tell you whether or not your account has sufficient funds for your trip request to be completed. Trips to appointments are scheduled by arrival time. This is to ensure that you are scheduled to arrive before your appointment time. Trips returning are scheduled by departure time to ensure that we allow time for you to conclude your appointment. Requested arrival and return times must be at least one hour apart.

It would be helpful to your Contractor, when making your reservation, to advise them if you will be traveling with a PCA, a guest, a minor or service animal.  Minors who are 5 yrs. and younger and other minors weighing fewer than 40 lbs. require the use of a child safety seat. Minors who weigh more than 40 lbs. but are under 5 years old must ride in a booster seat.  Minors who are 5 yrs. or older, and weigh more than 40 lbs., require the use of a safety belt or booster seat. (MGL C90 S7AA ) Check with your Contractor. School transportation of minors (Grades K-12) is NOT provided.

You may review or change any trip in the fourteen-day period up to 4 p.m. on the day before service by calling your Contractor.  After the close of reservations, trips for the following day are scheduled. Schedules are created to share rides for passengers traveling similar routes. Request times may be adjusted to allow passengers to share the ride.

Requests for same-day trips, or requests for next-day trips after 4 p.m., can be placed through your Contractor’s dispatcher. Although these requests cannot be guaranteed, it is often possible to provide the service.  

The goal of scheduling is to make the most efficient use of vehicles to ensure the service is available to all who need it. At the same time each user should experience service that is sensible and appropriate to his or her needs. The number of people using the service and the time of day affect the total time needed for your trip. Travel time for trips that require less than 30 minutes via the most direct route should not exceed one hour. Travel for longer trips should not exceed twice the most direct travel time.  When scheduling is complete you will be called the evening before (prior to 9 p.m.) with your times for the next days trips.

Note: If you do not receive a call by 9 p.m. call the Contractor you booked your trip with to be sure the trip has been scheduled.

If you would like to place trip requests via the Internet, or by using the Interactive Voice Recognition (IVR) system, call your Contractor for instructions.

MBTA-OTAPage 6 of 1212/01/07 R 1.7

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