To schedule a trip, call: 269-673-4229 or 1-877-788-2287 the day before travel; scheduling services are available on weekdays until 5:30 p.m. Please have the following information ready to give to the scheduling office:

• Your name and address
• Your destination
• Requested date and time of pickup and return rides
• Whether you need an accessible vehicle or assistance needs
• Date of birth required for senior fare
• Phone number

Scheduling Priority

• Priority One: Standing Orders/Subscription Trips - These are services, established in advance, same passenger, same time, and same origin. Based on availability; medical trips take precedence. Recurring or subscription trips for employment purposes for new passengers will be set up once the passenger has completed two weeks of travel with 1 or less no-shows.
• Priority Two: Reserved Trips - These rides are reserved before 12:00 noon the prior business day in advance of service needed. Best efforts will be made to schedule trips requested the day before travel is needed, but we recommend calling by noon to ensure availability. 
• Priority Three: On Demand - Trips requested without advance notice; please call by noon the day before travel is needed to secure your spot on the next day's schedule. Trip requests after this cut-off time will still be entered but will only be scheduled based on availability. 

Please be ready at the beginning of your pick-up window. When the bus arrives, the driver will wait five minutes for you to board. Drivers are prohibited from leaving the vehicle unattended and cannot enter a residence, workplace or other facility. To ensure on-time performance with other scheduled trips, drivers are unable to wait for more than five minutes. 

Drivers may not physically assist passengers beyond entering or exiting the ACT bus. ACT drivers are trained in proper securement of mobility devices. Passengers are expected to wear seatbelts when on board ACT vehicles.

In order to accommodate as many riders as possible, passengers are provided with a pick-up window. We ask that you are ready at the beginning of your window. Any trip changes must be made at least one hour prior to the start of the pick-up window.

Services for Children

• Children accompanying passengers will be dropped off at daycare at no extra charge for passengers utilizing ACT to get to work. The following apply:
  • The scheduling office must be informed of this trip request when scheduling a trip.
  • Children under 12 must be accompanied by a responsible adult or older child.
  • The daycare must be within 10 miles of pick-up or destination
  •  The time allowed for drop-off or pick-up is limited to 5 minutes at the daycare.
• Outside of transportation services to daycare, children 4 and under ride ACT for free.

Attendants

ACT drivers are trained in the special needs of persons with disabilities; however, drivers may only assist passengers getting in and out of the vehicle. ACT passengers must provide their own attendant (PCA) when further assistance is necessary. As long as the attendant is picked up and returned to the same scheduled locations, they can accompany the passenger at no additional cost. When scheduling a trip, please specify whether an attendant will be riding along with the passenger.

Accessibility

All vehicles are lift-equipped for use by wheelchairs, walkers and other personal assistance devices.

Non-Emergency Medical Transportation

Out of county medical transportation is available for seniors or persons with disabilities to Kalamazoo, Kent, Ottawa and Van Buren counties. Please call Senior Transportation at (269) 686-5164 for details. Out-of-county trip requests must be made in advance. 

Third Party Scheduling

Because some individuals require or desire a third-party to schedule their trips, the following policies have been adopted:

• All third-party schedulers must first be approved by the passenger and ACT. They then will be added to the list of pre-approved scheduler list.
• Third party schedulers will be informed of this policy when scheduling trips.
• Passengers will be held responsible for all trips scheduled or cancelled by themselves or a third-party who is on the pre-approved third-party scheduling list. This does not apply to parents or legal guardians.