Pick Up, Drop Off & Service Animals

Pick Up & Drop Off Guidelines

If we will be transporting you using shared ride or a taxi, you will be told in advance the time you will be picked up by the MATP driver. Please be ready ahead of time. Our drivers are required to pick you up no sooner than 15 minutes before your scheduled time and no later than 15 minutes after your scheduled pick-up time. Our policy is to drop you off at your provider’s office no more than 1 hour before your scheduled appointment, and to pick you up no later than 1 hour after your appointment is finished. If we do not meet these timelines and you are kept waiting, you should call us to report the problem and to see if alternative arrangements can be made.

Pick-Up Window

A pick-up time will be given to each customer. The customer must be ready a minimum of 15 minutes prior to the pickup time provided by the customer. Customers may be picked up as much as two hours prior to their appointment time, depending on location of customer and location of destination in relationship to the customer’s home.

Portable Oxygen & Personal Respirators

Portable oxygen, personal respirators or other life support equipment is permitted on board Wayne County Transportation System vehicles. The equipment must be small enough to fit into the vehicle and be secured.

Service Animals

Service dogs are welcome on Wayne County Transportation System vehicles. Upon a client’s request to ride with a service dog, Transportation staff may ask the following questions:
  1. Is the dog a service animal required because of a disability?
  2. What work or task has the dog been trained to perform?

Lift & Securement Use

Paratransit is able to transport passengers with wheelchairs that do not weigh more than 800 pounds when occupied. Wheelchairs and their users shall be secured at all times during boarding, debarking, and transporting operations. Passengers who need the lift to board but are not wheelchair users may use the lift while standing.