STAR Transit

Door-to-Door Service Rider’s Guide

Effective March 12, 2012

 

 

 

 

STAR Transit

1471 Dewar Drive Suite 247

Rock Springs, WY 82901

Phone:  307-382-7827 or 307-875-7827

Website:  www.ridestartransit.com

 

 

 

 

DOOR-TO-DOOR SERVICE

If your origin or destination is further than ¼ mile of the fixed-route area you will use STAR’s door-to-door service.  Expect shared-ride service. Others may be picked up after you or dropped off before you reach your destination. Whenever possible, fixed route buses are to be utilized.   Door-to-door service requires reservations to be made 24 hours in advance.

 

You may not ride the door-to-door service if you live within the fixed route area.  Please contact the STAR office if you are unsure whether you live inside or outside of the fixed-route area.

 

SERVICE HOURS

STAR’s door-to-door service operates the same days and hours as our fixed-route service. For Monday through Friday, trips can be scheduled from 7:00 a.m. until  6:00 p.m. Trips must be scheduled at least 24 hours in advance of the appointment time and no trips may be scheduled after 5:00 the day before the appointment.  No service is provided on Saturdays and Sundays or on holidays.

 

HOLIDAYS

No service is provided and the office is closed on the following holidays:

*New Year’s Day

*Memorial Day

*Independence Day

*Labor Day

*Thanksgiving

*Friday after Thanksgiving

*Christmas Day

These holidays are subject to change.  Please check our website at www.ridestartransit.com for a current schedule of holidays.

 

FARES

Door-to-Door Fares

 

Adults/Youth Over 10 years                                       $2.00

 

Seniors (60+)                                                               $0.00

 

Children Under 10 with Adult (up to 2 children)                 $0.00

 

Each Additional Child                                                  $1.00

 

 

Monthly Passes

 

Adults/Youth over 10 fixed route only                       $35.00

 

Adults/Youth over 10 door-to-door and fixed route $75.00

 

Punch Cards (6 rides on fixed route or 3 rides on

Door-to-Door)                                                               $  5.00

 

SCHEDULING RIDES

Reservations for the door to door service must be made at least 24 hours in advance by calling 382-7827 or 875-7827, between 6am and 5pm, Monday through Friday. Drivers cannot take reservation requests or trip changes from passengers.

 

PREPARE FOR YOUR CALL

The first time you call, the dispatcher will ask you for your name, address, telephone number, date of birth and whether you have any special needs of which STAR should be aware.  STAR will retain this information in your customer file record.  If any of your information changes, please let STAR know so that your client file will always be current and correct.  You will not need to provide this information every time you call as it will be stored in the computer.

 

Following is the information the dispatcher will need to schedule your specific trip:

  • Name
  • Date of Travel
  • Origin and Destination Address
  • Desired arrival time and desired pick up time
  • Whether you use a mobility device
  • Whether you will be traveling with a personal care attendant

 

The dispatcher will let you know your pick-up and return times, or may call back later with the times. STAR will make every effort to schedule your trip at the desired times. The ADA allows the ride to be scheduled up to one hour before or one hour after the requested times.

RETURN TRIPS

STAR requires return trips to be scheduled at the same time original trips are scheduled. Passengers should anticipate the latest possible time needed for their return and schedule a trip for that time. If you are ready to return before your scheduled time, please call STAR. We will make every effort to pick you up at the earlier time.

ON TIME PERFORMANCE

Door-to-Door Service

Please be ready to go 15 minutes before the scheduled pick-up time. STAR makes every effort to arrive as close to the scheduled pick-up time as possible. However, service will be considered on time if it is within 15 minutes before or 15 minutes after the scheduled pick up time.

• Example: If your scheduled pick-up time is 9:30 am the vehicle may arrive between 9:15 am and 9:45 am.

 

Drivers will wait up to 3 minutes for a passenger. Passengers who are not at their scheduled pick-up point and ready to go by that time will be considered a “no-show” and the driver will leave. The driver will not return for a second attempt. The only exception will be passengers who have been detained during a medical appointment. If you know that you will be detained during a medical appointment, please call STAR at 382-7827 or 875-7827 as soon as possible and when you are ready, call STAR and we will dispatch the next available vehicle to pick you up.

 

Drivers are not permitted to wait for a passenger to “run in” to the post office, grocery store, etc.  The passenger must have a returned trip scheduled or be able to catch the fixed-route bus in order to have a trip home.

 

NEGOTIATING A TRIP REQUEST

STAR is not always able to give riders the exact time they request. ADA allows for a negotiated pick-up time of up to one hour on either side of the request. STAR makes every effort to offer trip times as close as possible to those requested. However, if a rider refuses the negotiated trip time, it is considered a customer trip refusal and not a denial of service. Riders should be aware that the trip may be shared with other STAR customers in compliance with ADA laws.

 

CANCELLATIONS

If you are unable to make your scheduled ride for any reason, please call the office at 307-382-7827 or 307-875-7827 prior to your scheduled pick-up time to cancel your ride. Cancellations not made before the scheduled pick up time will be considered a no show and your return ride will also be canceled unless you call the STAR office. STAR drivers cannot make schedule changes for you.

 

NO-SHOW POLICY

A no-show policy applies to door-to-door clients or fixed-route deviations. 

 

A no-show occurs when:

• You fail to show up for your scheduled trip.

• You fail to cancel before the bus arrives for your scheduled trip

• You are not ready within 3 minutes of the driver’s arrival during the   pick-up window.

 

If you are a no-show for your going trip, your return trip will be canceled unless you call the office. You will be charged $2.00 for each no show.  A passenger who accumulates 3 no-shows will not be able to ride the bus until all of the no-shows are paid in full.

 

 

 

 

  

GENERAL RIDERSHIP POLICIES

STAR has established the following general ridership policies for both the fixed route and the door-to-door service.

  • If a passenger uses oxygen, the tank must be portable, i.e., the passenger must be able to carry the tank into the vehicle themselves. If the passenger is in a wheelchair,

the tank must be attached to the wheelchair. Once onboard, the portable oxygen tank must ride in a secure location, for example, in the passenger’s lap, in front of the passenger on the floor between seats, or on the floor behind the modesty panel.

  • Child restraints must be used.
  • Strollers, grocery carts and walkers must be folded and stored out of the aisles.
  • Children may not remain in strollers during vehicle movement.
  • All passengers using a wheelchair or scooter must use the restraint system that is available to secure the wheelchair or scooter to the floor of the vehicle.
  • The number of packages a passenger can have along is limited to the number of packages that the passenger can carry onto the bus in one trip, no more than 4 large grocery bags and no more than 50 lbs.  Customers with more than these amounts will not be permitted on the bus and all groceries must be secured.
  • Large items such as furniture, etc. are not permitted on STAR busses.

 

 

THE DOOR-TO-DOOR SERVICE IS SUBJECT TO ALL PROVISIONS IN THE GENERAL RIDERS POLICIES GUIDE.   

 

 

 

 

STAR Transit

Fixed-Route Rider’s Policy Guide

Effective March 12, 2012

 

 

 

 

 

 

 

STAR Transit

1471 Dewar Drive Suite 247

Rock Springs, WY 82901

Phone:  307-382-7827 or 307-875-7827

Website:  www.ridestartransit.com

 

FIXED ROUTE/DEVIATED FIXED ROUTE SERVICE

If your origin or destination is within ¼ mile of the fixed-route area you will be required to ride the fixed-route.  If you live within ¼ mile and cannot get to a designated bus stop, you may be eligible for the bus to come to you.

 

SERVICE HOURS

Fixed Route Service

The fixed route operates Monday through Friday from 7:00 a.m. until 6:00 p.m.   The last pickup of the day will be at Western Wyoming Community College at 6:00 p.m.  The fixed route does not run on weekends or holidays.  Closures will be posted on buses two weeks prior to the date of closure.  If you wish to schedule a fixed route deviation, you must call up to one hour in advance and deviations will be on a first call-first serve basis. 

 

HOLIDAYS

No service is provided and the office is closed on the following holidays:

*New Year’s Day

*Memorial Day

*Independence Day

*Labor Day

*Thanksgiving

*Friday after Thanksgiving

*Christmas Day

These holidays are subject to change.  Please check our website at www.ridestartransit.com for a current schedule of holidays.

 

 

FARES

Fixed Route One-Way Fares

Adults/Youth Over 10 years                                                          $1.00

 

Seniors (60+)                                                                                   $0.00

 

Children Under 10 with Adult (up to 2 children)                                     $0.00

 

Each Additional Child                                                                     $  .50

 

Green River Park & Ride to Rock Springs                                  $1.00

 

Rock Springs to Green River (Transfer station to

anywhere)                                                                                       $2.00

 

Rock Springs to Green River (from the Fixed Route

to anywhere in Green River)                                      $1.00 & transfer Ticket

 

Green River to Rock Springs (from anywhere

except the Park & Ride) Adult                                                       $2.00

 

Green River to Rock Springs (from anywhere

except the Park & Ride) Children under 10 with

Adult (up to 2 children)                                                                            $0.00

 

Green River to Rock Springs (from anywhere

except the Park & Ride) each additional child                                      $1.00

 

Fixed Route Deviation                                                                             $2.00

 

Fixed Route Deviation Children under 10 with

Adult (up to 2 children)                                                                             $0.00

 

Fixed Route Deviation Each additional child                               $1.00        

 

Transfers-from one fixed route to another, or from door-to-door to fixed route at the transfer station is free.  However, from fixed route to door-to-door is an additional $1.00.

PLEASE NOTE: Children under 10 are not allowed to ride the bus alone.

 

HOW TO RIDE THE FIXED ROUTE SYSTEM

 

  1. 1.    Obtain a Schedule and Choose Your Route.

 Check the Directory and find your stop.

                                                                    

  1. 2.   Wait at a designated Bus Stop. 

     Be sure you are at the stop and can be easily seen by the

     driver.

 

  1. 3.   Board the Bus.

Wait for passengers to exit and then make sure you are getting on the correct bus.  If you are unsure, please ask the driver.  The drivers will be happy to help you.

 

  1. 4.   Pay your Fare

Drivers do not carry change, so you must have the correct amount of fare.  If you have a pass, it must be presented to the driver each time you board.

 

  1. 5.   Enjoy the Ride!

 

6.  Getting off the Bus

Pull the signal cord or tell the driver about one block before the stop where you want to disembark in order to give the driver plenty of warning.  Make sure to take all of your belongings with you.  STAR is not responsible for any personal items left on the bus.  If you need a transfer ticket, ask the driver before you get off of the bus.  Transfer tickets are good for transferring from one bus to the next to your final destination during that hour.  Transfer tickets are not valid after spending time at the transfer station.  After you get off of the bus, do not walk in front of the bus.  Wait for it to leave the stop. 

 

  1. 7.    The bus will not stop at the bus stops unless passengers are

  clearly visible or have asked to disembark the bus.

 

 

 

HOW TO RIDE BETWEEN GREEN RIVER AND ROCK SPRINGS:

The Green River Park & Ride address is across from

50 West Railroad in Green River, WY

 

Green River Park & Ride to Rock Springs Transfer Station

6:30 a.m.*

12:30 p.m.

7:30 a.m.

 3:30 p.m.

8:30 a.m.

 4:30 p.m.

 

 5:30 p.m.*

 

 

Rock Springs Transfer Station to Green River Park & Ride

7:00 a.m.

 3:00 p.m.

8:00 a.m.

 4:00 p.m.

1:00 p.m.

 5:00 p.m.

 

 6:00 p.m.*

 

* 24 hour advance notice is required

 

If you are catching the bus at the Green River Park & Ride or the Rock Springs Transfer Station and your final destination if within the route system you do not have to call 24 hours in advance.  However, if you need a ride from your home or your final destination is outside the route system, 24 hours advance notice is required.  If you have questions, please call before you ride.

 

HOW TO RIDE FROM/TO RELIANCE AND NORTH OF ROCK SPRINGS:

 

24 hour advance notice is always required

 

Reliance/North of Rock Springs

7:00 a.m.

2:30 p.m.

9:00 a.m.

 5:00 p.m.

11:00 a.m.

 

 

 

 

GENERAL RIDERSHIP POLICIES

STAR has established the following general ridership policies for both the fixed route and the door-to-door service.

  • If a passenger uses oxygen, the tank must be portable, i.e., the passenger must be able to carry the tank into the vehicle themselves. If the passenger is in a wheelchair,

the tank must be attached to the wheelchair. Once onboard, the portable oxygen tank must ride in a secure location, for example, in the passenger’s lap, in front of the passenger on the floor between seats, or on the floor behind the modesty panel.

  • Child restraints must be used. 
  • Parents with infants must bring their own infant car seat and secure the infant while on the vehicle.
  • Strollers, grocery carts and walkers must be folded and stored out of the aisles.
  • Children may not remain in strollers during vehicle movement.
  • All passengers using a wheelchair or scooter must use the restraint system that is available to secure the wheelchair or scooter to the floor of the vehicle.
  • The number of packages a passenger can have along is limited to the number of packages that the passenger can carry onto the bus in one trip, no more than 4 large grocery bags, and no more than 50 lbs.  Customers with more than these amounts will not be permitted on the bus and all groceries must be secured.
  • Large items such as furniture, etc. are not permitted on STAR busses.

 

THE FIXED ROUTE SERVICE IS SUBJECT TO ALL PROVISIONS IN THE GENERAL RIDERS POLICIES GUIDE.  PLEASE OBTAIN A COPY OF THE GENERAL RIDERS POLICIES GUIDE FROM THE STAR OFFICE OR AT THE STAR WEBSITE AT www.ridestartransit.com.

 

RIGHT TO REFUSE SERVICE

STAR reserves the right to refuse service to anyone.  Inappropriate behavior, language, or conduct toward any passenger or STAR employee will not be tolerated.  Please refer to the Rider’s Code of Conduct in the General Rider’s Policy Guide as to what is expected from riders on the fixed route.

DEVIATED FIXED ROUTE SERVICE

STAR offers Deviated Fixed Route service on all of its regular routes.  A deviated fixed route service is a hybrid of fixed route and demand response services.  With this type of service, a bus stops t fixed points and keeps to a timetable but can deviate its course between two stops to go to a specific location for a pre-scheduled request.  After deviating from the route, buses return to the same point to continue their run.  Deviated Fixed Route Service requires a one-hour advance reservation.  If you cannot get to a designated bus stop, you may be eligible for the bus to come to you.  Deviated service is offered within one-quarter mile of all regular routes.  Due to the limited availability , please do not anticipate this service will be available at all times and during all trips.  If you live outside the one-quarter of a mile, STAR provide paratransit door-to-door service.

 

After many years of requests, STAR was excited to be able to offer our passengers fixed-route service starting in September, 2009. Before the fixed route, STAR only provided door-to-door service, which meant having to call at least 24 hours in advance to schedule your ride and you had to pay $2.00 per ride, while the fixed route is only $1.00/ride (except for fixed route deviations).  We hope you enjoy this new and exciting service.  Schedules can be obtained at our office or on our website and if you have any questions, please call the STAR office. 

 

STAR Transit

1471 Dewar Drive Suite 247

Rock Springs, WY 82901

307-382-7827 or 307-875-7827