Complementary Paratransit FixedRoute|Reservation

How Do I Make A Reservation?
Reservations may be made by calling (770) 345-6241, Sunday through Friday between 8:00 a.m. and 5:00 p.m. Same day reservations are not available. Reservations are accepted up to seven days in advance. The reservation line is not open on Saturday. There are no daily limits on the number of reservations the passenger can request; however, please refer to the penalty associated with numerous cancellations under the section entitled “How Do I Cancel a Reservation”. Please remember, a reservationist is the only person who may make the passenger trip reservation; drivers are not allowed to make reservations for a passenger.

Every effort will be made to accommodate the passenger’s requested pick-up time; however, demand at certain times of the day may require that the passenger adjust his/her desired time by up to one hour before or one hour after the desired pick-up or drop-off time. Reservation space is assigned on a first come, first serve basis.
Whenever the passenger makes a reservation for a trip, the passenger must be prepared to give the reservationist the following information:
● First and last name.
● Address of pick-up location including an apartment number if appropriate.
● Address of the passenger’s destination. Without an address, a trip cannot be scheduled.
● Location of the ADA accessible entrance to the facility.
● Requested appointment time.
● Whether or not a companion, Personal Care Assistant, or child is traveling
with the passenger. Whether any of them will be using a mobility device.
A reservationist is required to ask for complete information and will repeat the information back to the passenger to make sure everything is correct. A driver or passenger cannot change the location of the pick-up or drop-off on the day of the trip.
Reservation Confirmation
A passenger may call and confirm reservations at any time. Reservation changes will only be accepted Sunday through Friday from 8:00 a.m. to 5:00 p.m. up to the day before the passenger’s scheduled trip.

May Someone Ride With Me?

If a passenger is unable to travel alone because of a functional disability and require a personal care attendant (PCA), CATS will not require a fare for the attendant. The passenger must provide their own attendant; CATS cannot provide attendants. If a passenger must use a PCA, this must be noted during the initial application process.
49 CFR Part 37 Subtitle A, Appendix D states that a PCA is someone designated or employed specifically to help the eligible individual meet his or her personal need. To prevent potential abuse of this provision, the rule provides that a friend or family member does not count as a personal care attendant unless the eligible individual regularly makes use of a personal care attendant and the companion is actually acting in that capacity. An adult personal care attendant must accompany a CATS Paratransit passenger under the age of 16. Please inform the reservationist when scheduling the passenger trip(s) if a personal care attendant will be traveling with the passenger and also if the PCA will be using a mobility aid. Companions, personal care attendants, escorts, and children are not allowed on a vehicle without the eligible passenger aboard.
Traveling companions, including children, that ride with the certified paratransit passenger do not need to be certified by CATS and do not need an I.D. card. One traveling companion may ride with a passenger. Appropriate fare must be paid for a traveling companion. Additional companions may ride on a space available basis only. Each traveling companion must pay the appropriate fare. Child companions, over 42 inches, riding with eligible passengers must pay the appropriate passenger fare. When scheduling trips, passengers must inform the reservationist if they are going to be accompanied by a companion and any mobility device(s) the companion will be using.

How Do I Cancel A Reservation?

To cancel a reservation prior to the day of the trip, please contact reservations at (770) 345-6241, Sunday through Friday, 8:00 a.m. until 5:00 p.m. Please note: Do not call reservations for same-day reservation cancellations. Any same-day cancellations must be made by calling the Paratransit dispatcher at (770) 345-6238 Sunday through Friday, 8:00 a.m. until 5:00 p.m. Be sure to give the passenger’s name, address, date of travel, scheduled pick-up time and return trip information. A cancellation number will be given. Any cancellation less than one hour before the scheduled pick up time will be considered a no-show and a violation notification will be mailed to the passenger.
A passenger that shows a pattern or practice of canceling 5 same-day trips within 30 calendar days of the first infraction, no matter if they were canceled prior to one hour of the trip, will be penalized with one no-show violation; this includes canceling multiple trips on the same day. On the 5th cancellation, a no-show will be recorded. Depending on the number of no shows already on the passenger’s record, a notification letter, warning letter, or suspension letter will be sent to the passenger. As with all no-shows, the passenger may appeal to the Paratransit Appeals Board and provide documentation of any extenuating circumstances for consideration.

Same Day Hold

A same-day hold occurs when a passenger calls and indicates she/he is not ready to be picked up and requests that the trip be placed on hold. The passenger then calls back to notify dispatch of the time she/he would like the bus to arrive. This is a same-day reservation, and same-day reservations are not permitted.
However, because some delays are beyond the control of the passenger, calling for a same-day hold is permitted only under the following circumstances:
1. Return trips from medical facilities, or governmental offices: or
2. Return trips if CATS arrived at the passenger’s destination point after their
appointed arrival time.

Subscription Trips

A subscription must be a minimum of three (3) days per week with the same destination and time. If a passenger chooses to change the subscription time, it will be handled as a new subscription request. If a corresponding time slot is immediately available, then the passenger’s new subscription will take effect on the date requested by the passenger. If no corresponding time slot is available, the passenger may place their name on the subscription waiting list. Subscriptions will be assigned as space becomes available. Once a subscription is assigned, it will not be necessary to call back and reserve that trip individually.
As traffic patterns and demographics change, CATS Paratransit reserves the right to make reasonable adjustments to existing subscriptions. Should a passenger’s subscription need to be adjusted, these changes will be made on an individual basis with input from the passenger and/or his/her guardian/caretaker. At no time will CATS adjust or change a passenger’s subscription requested drop off time unless requested by the passenger. If an agreement cannot be reached between CATS and the passenger, it may result in the passenger’s subscription being dropped from the subscription list and placed back on the request list until an appropriate time slot can be found. These changes will allow CATS to make the best use of its resources while providing the timeliest service possible to all its passengers.
The passenger may temporarily change the destination or pick-up address on a subscription per year for a minimum of two weeks if the time slot is available. All changes to subscriptions must be made at least one day in advance. Same day address changes cannot be accommodated. If the passenger chooses to change the subscription permanently, it will be handled as a new subscription request and placed on the waiting list if the time slot is not available.
A subscription passenger that is suspended due to “no-show” violations will lose his/her current subscription status and may reapply after the suspension is completed.