Handitran

Do I have to be eligible to use the Handitran service?

Yes, Handitran is a ride-share transportation program for people 65 and over and individuals with disabilities. Individuals must provide proof of age when applying for Handitran. People with disabilities who are under 65 years of age must have their physician certify the application.

Do I have to pay a fee to sign up?

Yes. A one-time $10.00 application fee is due with the application and will be accepted as cash, check, money order, or credit card. Please call the Administrative Office at 817-459-5390 to pay by credit card. The $10 application fee does not guarantee the availability of rides.

How do I apply?

To apply for service, complete the Handitran Service Application. Please allow up to three weeks for application processing. A Handitran acceptance letter will be mailed upon processing and approval of the application.

How do I schedule a ride?

You have three convenient booking options!

1. Arlington Transportation mobile app.
   Download the Arlington Transportation App from the App Store or Google Play Store.
2. Online at: arlington.app.ridewithvia.com
3. Call 817-275-3704 to speak to a scheduling agent, Monday -Friday, 8:00 a.m. 4:30 p.m.

What if I can no longer take my scheduled ride?

Call the Scheduling Office, use the mobile app or the online booking tool to cancel your rides as soon as possible. Cancellations must be made at least 60 minutes before the trip to avoid the recording of a “late cancel.” A late cancelation will be recorded as a “no show.”

Cancel your rides anytime by calling 817-275-3704 and pressing Option 2.

How much does it cost to ride?

$3 per person per one-way trip.
One personal care attendant (PCA) rides free, any additional rider can ride for $3, with a maximum of 3 riders per trip. A seat must be booked in advance for each rider.

How do I pay for my rides?

Three ways to pay!

• Cash to Driver
• Ride Credit
• Debit or Credit Card on File

Pay Cash to Driver: Pay cash to the driver prior to being escorted to and boarding the vehicle.

• Fare must be exact amount.
• Driver cannot make change.

Ride Credit Bundles:

Ride credit can be used on both Handitran and On-Demand services. Ride credit may be purchased at a discount and never expire!

Bundle Options:

• Pay $25 for $30 in ride credit,
• Pay $45 for $60 in ride credit,
• Pay $65 for $90 in ride credit.

How to Purchase Bundles:

• Purchase through the Arlington Transportation app.
• Call Handitran Administration at 817-459-5390.
• Purchase in office with cash.

Note: Refunds cannot be issued for ride credit once purchased. Ride credit bundles replace monthly passes.

Debit or Credit Card On File:

You can add a debit or credit card to your account for an easy, reliable fare payment option.

Three ways to add a debit or credit card to your file:

• Use the Arlington Transportation app.
• Call Twilio Payment System at 817-318-6172 (will need your Rider ID#.)
• Call Handitran Administration, at 817-459-5390

Note: A $3 hold will be placed on your card when you schedule a ride, then released once the transaction is fully processed.

What are the hours of operation?

Handitran service is offered Monday through Friday between 7 a.m. and 10 p.m. and Saturday between 8 a.m. and 9 p.m.

Scheduling and Administrative office hours are Monday through Friday between 8 a.m. and 4:30 p.m.

If the Scheduling and Administrative office is closed and you need to change or cancel your ride, use the app or dial 817-275-3704 and select option 9 from the menu to be connected to a member of our after-hours Dispatch team.

Does Handitran operate on holidays?

The following holidays are observed by the City of Arlington Handitran service. When a holiday falls on Saturday, it is observed on the preceding Friday; if a holiday falls on Sunday, it will be observed on the following Monday. Please call the Handitran office for clarification of the holiday schedule.

• New Year's Day
• Martin Luther King's Birthday
• Memorial Day
• Juneteenth
• Independence Day
• Labor Day
• Thanksgiving Day & Friday
• Christmas Eve & Day

How does the service work?

Handitran drivers shall make a reasonable effort to provide door-to-door service.

Handitran passengers shall be ready for pick up with in the 30-minute window, which is provided at the time the trip is booked.

It is the passenger’s responsibility to notify Handitran of the exact pick-up location (building and entrance/exit) and to be in the right place at the right time for pick-up. Drivers are not permitted to enter homes of other buildings beyond the threshold. Riders must make their way to the threshold without Handitran assistance.

For large apartment or assisted living complexes, Handitran may require pick-up and drop-off at a centralized location to maintain service efficiency and timeliness.

What is Handitran’s service area?

Handitran services the City of Arlington city limits plus up to 1.5 miles outside the city limits. One leg of every trip must be within the Arlington city limits.

Can I travel with a friend?

Handitran passengers can travel with up to two escorts at the additional cost of one fare each. Escorts will be scheduled on a space-available basis. Personal care attendants who are not Handitran clients are not required to pay a fare.

Do I need a car seat for my child?

Unless they are taller than four feet nine inches, children under eight years of age will not be transported without a child safety seat. A child safety seat must be provided and secured by the passenger.

Can I travel with my service animal?

Yes! Service animals are welcome aboard all vehicles. Non-service animals must be placed inside an airline-approved carrier and always remain on the rider's lap.

Can I use Handitran for medical appointments?

Yes. However, Handitran is a ride-share service and not an emergency medical service. Passengers must be able to sit upright.

What if I have packages or carry-on items?

Passengers must limit their carry-on packages to no more than the equivalent of five (5) full, brown paper grocery bags or ten (10) plastic grocery bags unless an attendant travels with the passenger to load/unload the packages. One (1) flat of any item (water, soda, dog food, etc.) may be substituted for either 1 paper grocery bag or 2 plastic grocery bags. Packages are limited to no larger than a brown paper grocery bag and can weigh no more than 20 pounds.

Can I travel with my oxygen supply?

Passengers may travel with portable oxygen supplies or respirators, which must remain in their possession at all times.

Do I get penalized if I miss my ride?

Yes. If you cannot make a scheduled ride, you must cancel the ride at least 30 min before the scheduled time. Late cancellations are recorded as no-shows and are therefore subject to penalty according to the No-Show Policy.

What is a no-show?

When no cancellation notice is reported, and the passenger is not at the scheduled location at the scheduled time, the trip will be recorded as a “no show” and may result in a suspension of service.

What is Handitran’s suspension policy?

If a rider accumulates more than two (2) no-shows within the previous calendar month and the no-shows represent more than ten (10) percent of the rider’s trips, the rider will be suspended from the service.

What is the Handitran appeal process?

Passengers may appeal eligibility determinations, suspensions, or terminations by written notification according to the Appeal Procedures process.

Are wheelchair accessible vehicles (WAV) available?

Yes! You can let us know you need a WAV in the app or over the phone.