Policies

Personal Care Attendants

We realize that due to medical reasons, some of our passengers need to travel with a personal care attendant. Contact Red Rose Access at (717) 291-1243 for information on receiving approval for an attendant.

Other companions may be scheduled to ride with you but may be charged a fare for their ride.

Driver Assistance

If a customer needs assistance, our drivers will gladly lend a hand within reason.  Drivers may not enter a residence to provide assistance for security reasons.  Drivers may assist a customer from the main door to main door of buildings.  Drivers will not assist with taking wheelchairs up and down steps or through any grass or stony areas of a property due to safety issues.

Cancellations and No-Shows

We understand that sometimes circumstances occur which prevent you from using your trip. Please call and cancel your trip at least one hour before your scheduled pick-up.

Service Animals

Service animals are welcome on our vehicles. For the comfort of other passengers and for health reasons, we cannot allow pets in vehicles.

Carry-on Packages

Customers using Red Rose Access for shopping trips, should bring no more than 5 grocery bags (maximum weight of 50 lbs.) aboard the vehicle.

Child Safety Seats

On shared-ride vehicles, customers must provide appropriate child safety seats according to the PA State law including; child safety seats for children under 4 and a booster seat for children between the ages of 4 and 8.  RRTA will not transport passengers on shared-ride vehicles if appropriate child safety seats are not provided.

Vehicle Lift Limitations

The average shared ride vehicle has a lift that can accommodate a total combined weight of up to 800 pounds, which includes both the mobility device and the customer.  The average lift platform can accommodate wheelchair dimensions of 34″ x 51″.  Red Rose Access may or may not accommodate anything larger or heavier.  Please contact our offices with any questions.

Out of Town Visitor

Customers who are visiting from out of town are able to ride Red Rose Access if they follow certain guidelines. If a visitor does not have ADA eligibility documentation from another jurisdiction, RRTA will still provide service.  RRTA staff may request proof of residency, and if the disability is not apparent, documentation of the individual’s disability.  RRTA will accept a certification by the visitor that he or she is unable to use fixed-route transit.  This means that RRTA cannot require documentation beyond the visitor’s “say so” that he or she cannot use the fixed-route system.  Services are provided for any combination of 21 days during any 365-day period beginning with the visitor’s first use of the service during that 365-day period.  Reservations can be made using the same process as approved shared ride riders.

Complaint Process

A complaint is any issue or dispute or objection you express to us about our agency or about the coverage, operations, or policies. If you have a complaint or compliment about our services, about how you were treated by our staff or a driver, or about our policies and procedures, please tell us. You can call us at 717-291-1243 or email info@redrosetransit.com. We will record your complaint, investigate it and respond to you within five (5) days. Copies of the complaint, agency responses/resolutions, and corrective action plans will be kept on file.