4201 Patterson Avenue, 2 nd Floor Baltimore, MD (410)

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1 MTA TAXI ACCESS II SERVICE POLICY This policy is current as of January 5, It replaces all previous versions and may be amended by The Maryland Transit Administration. If you are a person with a disability and need this policy in an alternative format, please contact the MTA Taxi Access II Certification Office at: 4201 Patterson Avenue, 2 nd Floor Baltimore, MD (410) Important Phone Numbers Please visit for details. MJM Taxi Access II Customer Service MTA Taxi Access II Certification Office (press 2,then 3) MTA Mobility Certification (press 2, then 2) MTA Mobility (Main Number) MTA Mobility Reservation Line MTA General Information (Press 1, follow prompts) 1

2 What is the Taxi Access II Service? The Taxi Access II Premium Service is a service that is available to certified MTA Mobility / Paratransit customers. The Taxi Access II Service is not part of MTA Paratransit service, but rather a separate and distinct MTA service provided by an MTA contractor utilizing taxicab and other transportation companies. Taxi Access II is not paratransit under the Americans with Disabilities Act and is not a replacement for Mobility service. The Taxi Access II Service operates in the same geographical service area as MTA Paratransit service. The MTA does not guarantee that Taxi Access II Services will be available to anyone participating in the Taxi Access II Service. There are a limited number of wheel chair accessible vehicles within the participating taxicab and sedan companies. Who is eligible? Applicants must be a currently certified MTA Mobility service customer for a minimum of 90 days and at least 13 years old in order to be eligible for this service. How Does the Taxi Access II Service Work? Customers should call the dispatching office of one of the participating transportation companies on the Taxi Access II provider list at least 40 minutes before their desired pick-up time and identify himself or herself as an Taxi Access II patron. The customer then gives the service provider the address and phone number, the time and place for the pick up, and the destination. Customers must inform the participating transportation company if the customer uses a wheelchair (See Customer Responsibilities Section for detailed requirements and information) when calling to schedule service. Motorized mobility devices or non-folding wheelchairs can only be used on a limited number of wheel chair accessible vehicles. Customers requiring these vehicles may require additional advance notification to those providers. A vehicle will be dispatched to pick up the customer at the agreed upon time. If the ride is late and the customer has waited 20 minutes past the requested pickup time, the customer should call the participating transportation company to check the status of the ride. When entering vehicles, the customer must present a valid Taxi Access II Service card to the driver. The driver will use the card to electronically verify the identification card. 2

3 At the beginning of the trip, the customer must pay the driver $3.00 in cash. At the destination, the driver will use the Taxi Access II Service card again to electronically record the payment and create a paper receipt. The Taxi Access II card will be returned to the customer along with a receipt that the customer must sign. The signature validates the information on the receipt. If a customer is unable to verify transactions due to a disability, the customer should contact MJM Taxi Access II Customer Service within twenty-four (24) hours to verify the transaction. Customers must keep Taxi Access II receipts for at least 6 months for auditing and ride monitoring purposes. For a list of current transportation companies, customers should contact MJM Taxi Access II Customer Service at This information is also available on the Taxi Access II website Representatives are available to answer questions Monday through Friday from 8:00 am to 5:00 pm. The office is closed on weekends and for the following national holidays. New Year s Day Martin Luther King Jr. s Birthday Memorial Day Independence Day Labor Day Thanksgiving Day Christmas Day What are the Rules of the Taxi Access II Service? Customers are limited to two (2) rides per day. The fare is limited to $20.00 for each one-way Taxi Access II ride. Customers are responsible for all costs over the $20.00 limit in addition to the initial $3.00 fare AND for limiting the number of trips per day to two (2). Trips made beyond these parameters are the financial responsibility of the customer. Failure to pay the balance owed will result in suspension of service until MJM Taxi Access II Customer Service receives a reimbursement for any outstanding payment. Customers must have a valid Taxi Access II Service card in his or her possession to use the service. A limit of three people (example: Personal Care Assistant (PCA), companions, children, etc.) may travel with you at no additional charge. The customer is responsible for bringing and independently securing a car seat for children as required by Maryland law. All persons that accompany a customer must be picked up and dropped off with the customer at the same location. 3

4 Customers should always schedule rides with the transportation company s dispatch operator. Rides should not be scheduled directly with any taxi /sedan driver at any time. Customer shall not call drivers directly to arrange for rides or request specific drivers. The customer is responsible for ensuring dispatching offices do not send the same cab driver. If the cab company continues to send the same driver, the customer should contact different providers to schedule rides. Customers may not book rides with more than one service (Mobility and Taxi Access II) or multiple Taxi Access II service providers for the same trip. Customers who decide to use Taxi Access II instead of a scheduled MTA Paratransit ride must cancel the Mobility ride at least two hours in advance of the scheduled trip. Customers are responsible for paying $3.00 cash per one-way trip. Customer shall not ask the driver to wait on any Taxi Access II Service ride. For instance, if customer is picking up a prescription, customer must have the driver drop them off. Customer should contact one of the participating transportation companies when finished conducting business to request another ride. A taxi shall not be flagged on the street for a Taxi Access II Service trip under any circumstances. Customers must provide accurate pick up and drop off information to the dispatch operators. Customers shall not alter their requested destination after the vehicle has arrived. All changes must be processed through the taxi or sedan company dispatch operator. Travel must begin and end within the established MTA Mobility Service area. The Customer will be responsible for the cost of the entire trip if they travel outside the approved MTA area. The Service area includes all of Baltimore City, most of Baltimore County and limited areas in Anne Arundel county. The Taxi Access II Service area is the same as MTA Paratransit service area. For questions regarding the Taxi Access II Service area, please call MJM Taxi Access II Customer Service at to verify eligible locations before using the service. Do not verify eligible locations with the transportation company. The Taxi Access II Service Card is not transferable. Only the person issued the Taxi Access II Service card can use it for their personal travel needs. Customers must have an active Mobility certification to use Taxi Access II. The Taxi Access II Service card expires on the same date that the customer s Mobility card expires. 4

5 Customers may not engage in illegal, disruptive, or otherwise abusive behavior while using the Taxi Access II Service. Customers must follow all policies established by the transportation company and the MTA. Any violation of the applicable laws or policies may result in the suspension or termination of access to Taxi Access II Service. CUSTOMER RESPONSIBILITIES Customers must call or to activate the Taxi Access II Service card before use. The customer will need to provide their MTA Mobility identification number to activate their Taxi Access II card. Do not use the card before activated. Call a participating Taxi Access II Service provider to schedule a ride. Identify customer as a Taxi Access II Service customer and give the taxi company the 16-digit Taxi Access II Service number printed on the customer s card. Give the taxi company or other transportation provider the customer s phone number, address, the pick up location and the destination. Present the Taxi Access II Service card to the driver upon entering the vehicle and pay the $3.00 fare. Provide the card again to record the payment and create the receipt, which must be signed. Verify the total on the receipt and keep the receipt for at least six months. If the ride has not arrived, customer should call every twenty (20) minutes after the requested pick-up time to check on the status of the ride. There is no guarantee that a vehicle/ride will be available within the requested timeframe. Due to the limited number of wheel chair accessible vehicles, it is highly recommended that customers requiring these vehicles for travel should call several hours before needed pick-up time to determine availability. All Taxi Access II trips are monitored carefully for accuracy, fraud, and service abuse. Before signing the receipt, make sure it contains all of the following information and that the information is correct to the best of your ability: o Date o Fare amount o Approval Code o Starting and Ending Mileage of Your Trip o Pick up and Drop off Points of Your Trip o Driver and Vehicle Numbers 5

6 The customer s signature on the receipt is required to verify the transaction. If a customer is unable to verify transactions due to a disability, the customer should contact MJM Taxi Access II Customer Service within twenty-four (24) hours to verify the transaction. Customers who fail to ensure the receipt is accurate and verify the transaction may be subject to suspension or termination of program participation. Keep receipts in a safe place for audit purposes. Please keep receipts for six (6) months. MTA may request receipts for any audits of the program that may occur during that time period. If the Taxi Access II card is lost, please contact MJM Taxi Access II Customer Service as soon as possible. There is a $5.00 replacement fee for lost or stolen cards. Please do not attempt to use any card reported lost, damaged or stolen. These cards are cancelled and cannot be used for processing fares. If a customer uses an invalid card, the customer will be responsible for the full fare. Customers must notify MJM Taxi Access II Customer Service of any address, telephone number or emergency contact information changes to avoid any interruption of Taxi Access II Service. All issues that relate to Baltimore City and Baltimore County cab driver behavior or cab conditions should be directed to the Public Service Commission (PSC) at Taxi cabs in Baltimore City and Baltimore County are regulated by the PSC and therefore should be the recipient regarding service. Any issues with Cabs or drivers in Anne Arundel County should be directed to the Anne Arundel County Department of Licensing, the regulating body for Anne Arundel County taxis, at FRAUDULENT USE OF TAXI ACCESS II Any customer that commits fraud will be prosecuted to the fullest extent of the law. Failure to comply with the Taxi Access II Service policy may result in the customer s suspension or termination from the service. Depending on the severity of the infraction and/or the repetition of the infraction, a customer may be given any of the following in any order. Verbal warning Written warning Temporary or permanent service interruption 6

7 The customer will be notified in writing by MJM Taxi Access II Customer Service of service interruptions due to failure to comply with Taxi Access II Service policies and procedures. The MTA reserves the right to determine which level of warning and/or service interruption is appropriate for any given situation. If Taxi Access II usage is terminated, the customer may still use MTA Paratransit services. SUSPENSION / TERMINATION OF SERVICE INTERVIEW The failure to comply with the Taxi Access II policies may result in the suspension or termination of a customer s use of Taxi Access II services. If your privileges are interrupted, customers may appeal the decision and request a hearing by sending a written request within 60 days of the date of the written service suspension notification. The request letter may briefly explain any additional facts or circumstances that would aid in the review of MTA s suspension or termination decision. To request an appeal, send written request to: Office of the Administrator Maryland Transit Administration 6 Saint Paul Street Baltimore, MD The Administrator or designee will provide you with the time and location of the appeal hearing. Revised January 5,