SMART ADA Ridership Guidelines

In July 2001, (Revised May 2006, September 2007) SMART and the consumer based SMART Advisory Council developed a series of guidelines to ensure quality service that is safe for all passengers with disabilities.  SMART’s desire is to provide mobility to as many ADA passengers as possible.  To accomplish this goal we need your cooperation.

SMART ADA Service Area

SMART’s ADA service area is a corridor with a width of three-quarters of a mile on each side of a fixed route.  SMART provides service to any origin or destination within the service area if the fixed route bus can provide the same trip.  This does not mean that you must live within the service area in order to be eligible.  If you live outside the service area and can find a way of getting to a pick-up location within the service area, SMART will pick you up from there.  The same holds true at the destination end of the trip..

Download the ADA Application Package

Hours and Days of Service

SMART provides ADA service during the same days and hours that the fixed route system is in operation.  If a person can travel to a destination using the fixed route at a certain time of day, an ADA eligible person is also able to travel to the same destination using ADA service.  Likewise, if a person cannot travel to a destination using the fixed route service at a certain time of day, SMART is unable to provide ADA service. 

Scheduling ADA Trips

SMART will accommodate any service requests if made before 4:00 p.m. the previous day.  Passengers are also permitted to place trip requests up to 14 days in advance.  You may reserve trips on the SMART ADA service now by calling 1-800-624-3450 or for our passengers who are deaf, the T.D.D. number for ADA is: 1-800-624-3455.

To make scheduling more efficient, The Americans with Disabilities Act permits SMART to reserve the right to schedule trips within one hour of the passengers desired arrival and departure times.  Passengers must agree upon changes beyond one hour.  When scheduling trips, SMART takes into consideration your desired arrival and departure times.  Suppose you request an 8:30 a.m. pick-up time to be at work by 9:00 a.m., since this trip request requires an exact time commitment, SMART can schedule a morning pick-up between 7:30 a.m. and 8:30 a.m.  If you request a 5:00 p.m. pick-up time to return home, SMART can schedule the return pick-up between 5:00 p.m. and 6:00 p.m.  If your trip does not involve an exact time commitment, SMART can schedule a pick-up time on either side of the time requested.  For example, suppose you request a 12:00 p.m. pick-up time to be taken to the grocery store.  SMART can schedule a pick-up between 11:00 a.m. and 1:00 p.m.

Fares

The fare charged for ADA service is twice the fare for a comparable trip on the fixed route system.  SMART’s fixed route bus fare is $1.50 each way.  Therefore, the ADA paratransit fare is $3.00 each way.  The ADA fare does not include any discounts that are offered on the fixed route bus.

The Americans with Disabilities Act ensures curb to curb service equal to that provided by the SMART fixed route system.  If a passenger using the fixed route service must transfer from one bus to another to complete a trip, SMART has the option to transfer the ADA passenger from one bus to another.  SMART will make every effort to provide a direct trip when possible.  However, ADA certification does not guarantee a transfer free trip.

SMART ADA passengers are able to transfer from SMART ADA service to Detroit MetroLift, a SMART fixed route bus, or SMART Connector service free of charge.  Passengers transferring from a SMART or DDOT fixed route bus to SMART ADA service will pay the fixed route driver the fixed route disabled fare of fifty cents and request a transfer.  They will then pay the SMART ADA driver $2.50 along with the valid paper transfer.  SMART ADA certified passengers who are transferring from DDOT’s MetroLift to SMART ADA service will ride for free with a pre booked non-paper transfer.

Ten Minute Window

If your bus is scheduled to arrive at 10 a.m., you should be ready to leave your home by 9:50 a.m.  The driver may be early or late depending on the driving conditions and the promptness of other passengers.  Please do not make the driver late as it will impact your fellow passengers who will be picked up after you.  If repeated late arrivals become a problem, SMART reserves the right to request that a personal care attendant be provided or passengers may be subject to probationary status and/or a loss of service.

Personal Care Attendants (PCA)

One Personal Care Attendant (PCA) may accompany you at no additional charge, as long as your ADA certification provides for a PCA.  A PCA is anyone whose purpose is to help you meet your disability related personal needs.  You must reserve the space for your PCA when scheduling your trip.

Guests

Guests are welcome to ride with you for $3.00 per trip.  Due to limited space, you are allowed no more than one guest per trip.  You must reserve space for your guest when scheduling your trip.  Seating for more than one guest is on a space available basis.

Cancellation of Trips

Trips are scheduled for passengers to have the freedom of mobility and independence.  It is the responsibility of the ADA passenger to inform SMART if they will not use the service after it has been scheduled.  If you find you no longer need to make a certain trip, and cancel by 4:00 pm the day prior to the scheduled trip, you will not be charged with a trip cancellation.  Failure to cancel a trip or to cancel after the 4pm deadline (late cancel) for non-emergency reasons three (3) times in a one-month period or five (5) times in a six-month period may lead to probationary status and/or a loss of service.  Suspension timetable:  First offense, 14 days, second offense, 30 days, third offense, 90 days.  To cancel a scheduled ADA ride prior to the day of the trip, please call the ADA line.  To cancel late or to check on a bus that is more than ten (10) minutes overdue, please call 1-866-962-5515 and select “Same Day Cancellation” from the menu.

Suspension of Service and Appeal 

If a passenger is in violation of these guidelines, a letter will be mailed to the passenger outlining the planned disciplinary action.  Any suspension of service would not occur for at least four weeks from the date of the letter, giving ample time for an appeal.  To appeal a suspension of service, mail a letter and any documentation related to the appeal within 14 days of receipt of the letter to: SMART ADA SUSPENSION, BUHL BUILDING, 535 GRISWOLD ST, #600, DETROIT, MI 48226. An appeals board of fellow SMART passengers, who are not current or previous employees of SMART, will hear the appeal and render a decision to which both SMART and the ADA passenger must adhere.

Failure to Pay Fare

The exact fare must be paid at the time of the trip.  In addition, under no circumstances is the driver allowed to come into physical contact with the passenger to receive the fare.  It is not “safe” to expect the driver to take the fare from the passenger’s belongings (e.g., pants pockets, shirt pockets, purse, wallet, etc.).  This is for the protection of the drivers and the passengers.  Failure to conform to this standard will result in a request that a personal care attendant travel with the passenger.  The passenger may be subject to probationary status and/or a loss of service.

Hazardous Conditions

No passenger may act in a threatening, harmful, or unsafe manner, which may jeopardize the passenger, the driver or other passengers.  Failure to conform to this standard will result in a request for a personal care attendant.

Personal Hygiene

To protect the health and well being of SMART personnel and our passengers, SMART requires all passengers maintain an acceptable standard of personal hygiene.  Failure to conform to this policy will result in probationary status and/or a loss of service.

Physical or Verbal Abuse

If a passenger physically or verbally abuses SMART employees and/or other passengers, that passenger is subject to probation and/or a loss of service.  Profanity or sexual harassment by passengers or drivers will not be tolerated.   The passenger may be subject to probationary status and/or a loss of service.  Drivers may be subject to disciplinary action.