Table of Contents:
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Client ID
Passengers will be issued a client ID number that is unique to them. The passenger should have this number available whenever calling to schedule a ride. This number should not be made available to anyone unauthorized to schedule rides on the passenger’s behalf. The passenger must ride on all trips that are scheduled using their client ID number. Any misrepresentation or fraudulent use of a passenger’s client IS number could
result in loss of service eligibility. -
Days not in Service
Sundays, Thanksgiving, Christmas, New Year’s Day, July 4th, Memorial Day and Labor Day
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Scheduling a Ride
Schedule with a SARTA Reservationist by calling SARTA at 833-517-2669 anytime between the hours of 8:30am and 3:00pm Monday through Friday.
This service does not allow for same day scheduling. A rider will not be able to change their pick up window on the day of their scheduled trip. The rider will need to arrange and pay for their own transportation as well as cancel their ride with SARTA if they need to be picked up at a different time. Alternative transportation can be arranged with Wooster Express at 330-202-9000, Hallstar Taxi at 330-262-0123 or with Lyft through their online app
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Canceling a Ride
Rides must be canceled at least 90 minutes or 1.5 hour prior to the start of the pick-up window.
Call SARTA’s Priority Care Line at 330-455-2292 (option 1) anytime between the hours of 5:00 am and 1:30 am to cancel a scheduled ride. If a reservationist is not available, a passenger may hold or enter their number and the call will be returned in the order it was received.
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Passenger responsibility after canceling a ride
After a no-show, late cancel, cancel-at-the-door or a ride not taken because the operator arrives after the pick-up window, it will be the passenger’s responsibility to call Proline and reschedule any subsequent trips for that day.
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Ride Cancel Definitions
Advance Cancel definition— SARTA prefers that a trip be canceled with as much advance notice as possible. Any trip canceled before the day of the scheduled ride is considered an ‘Advance Cancel’.
No-show definition— A no-show is any trip scheduled but not taken due to passenger error or circumstance. A ride will be marked as No Showed if the passenger does not utilize the scheduled ride when the Operator arrives within the Arrival Window Time. If the Operator arrives after the Arrival Window Time and the passenger does not utilized the ride it will not be marked as No Showed. However, if the passenger does not properly notify SARTA of his/her intent to utilize any scheduled rides for the remainder of that day all subsequent rides will be cancelled.
Late Cancel definition— Trips not canceled at least 90 minutes or 1.5 hour prior to the start of the pick-up window.
Cancel at the door definition— Trips canceled after the bus has arrived at the pickup point within the 30 minute pick-up window.
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No-show Policy
If a rider No Shows three (3) times within a 30-day period, the rider can be suspended from the program for 30 days
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Checking a scheduled ride
Call SARTA’s Priority Care Line at 330-455-2292 (option 1) anytime between the hours of 5:00 am and 1:30 am to check on the status of a scheduled ride.
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Pick up Information
The passenger should meet the Operator at the closet accessible area to the SARTA vehicle. The area where being picked up must be cleared of ice, snow and/or debris and properly maintained to allow a safe area for the Operator to assist. If the area is deemed unsafe, assistance for the passenger will not be given and transportation will be denied for that trip.
Passengers requiring a ramp or lift shall board first after on-board passengers have exited. Walk-in passengers will then be allowed to board. Passengers needing the ramp/lift should exit last after on-board passengers have exited.
Operators will wait five (5) minutes for a passenger after arriving within or after the 30-minute pick-up window.
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Rider Behavior
Riders are expected to act in a courteous manner towards fellow riders. No form of verbal, physical or sexual harassment, racial slurs or abuse of any form will be tolerated. Riders will speak and behave in a reasonable and courteous manner, cooperate with other riders, and demonstrate good personal hygiene as courtesy to other riders (including use of cologne/perfume in reasonable amounts, offensive odors, etc.). Riders are not permitted to smoke, vape or drink alcohol in or within 25 feet of the vehicle. Riders are asked to report any issues of personal conflict with other riders to CAW/M and attempt to resolve them in a productive manner
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Withdrawing from the Program
If you chose to withdraw from the program, you will need to notify Community Action Wayne/Medina at 330-264-8677 or at transportation@cawm.org
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Non-discrimination Policy
SARTA and CAW/M prohibit discrimination on the basis of race, color, or national origin in its programs and activities, as mandated by Title VI of the Civil Rights Act of 1964. If you feel you have been discriminated against based on one of these characteristics, you have the right to file a complaint. For more information on your rights or to file a concern, you can Call SARTA Customer Service at 330-477-2782 (opt #2) to verbally start the complaint process.
