We transport at the level of service specified for each trip — and we tell you promptly if a member appears to be at the wrong level, so it can be corrected before the ride.
For members who can walk on their own or with a cane. Comfortable seating, curb-to-curb or door-to-door service, and a driver who meets them at the entrance when the trip calls for it.
Lift- or ramp-equipped vehicles. Before the vehicle moves, the driver secures the wheelchair and the member and verifies both — every time.
For members who must remain reclined. Transported securely on a gurney rated for the member's weight, with the gurney locked in place while the vehicle is in motion.
For members who need covered non-emergency basic or advanced life support during transport. This is not emergency transport — in an emergency, always call 911.
| Level of assistance | What it means | Typical use |
|---|---|---|
| Curb-to-curb | The member meets and boards the vehicle at the curb of the pick-up address and steps off at the curb of the destination. | Members who are fully mobile and comfortable outdoors. |
| Door-to-door | The driver parks the vehicle, meets the member at the threshold of the primary entrance, assists them into the vehicle, and delivers them to the entrance at the destination. | Members using walkers, rollators, or needing a steady arm. |
| Hand-to-hand | Direct physical assistance throughout, including between the vehicle and the entrance, on request or as reasonably needed. | Visually impaired or physically challenged members. |
Door-to-door service is provided whenever it is indicated on the trip request before we accept the trip.
Every driver and attendant wears a clearly visible name badge showing their name and ours.
Seat belts for everyone; wheelchairs and mobility aids checked and secured before the vehicle moves.
Temperature kept comfortable and special needs accommodated. A calm, clean, no-smoking vehicle.
We park so the member can reach the entrance without crossing a street, and confirm they are safely inside before leaving.
Help with seating, seat belts and stowing devices — offered, not charged for, and given respectfully.
No member is left alone at any point during the trip.
Tell us about the member's mobility and needs. If the level of service looks wrong for the member, we will raise it with the booking party promptly rather than put them in the wrong vehicle.