Dial-A-Ride Policies

Dial-A-Ride Policies and Overview

The following is the Dial-A-Ride Policies adopted by Kingsport Area Transit Service (KATS) and required for KATS customers use of the Dial-A-Ride Service. Please review carefully to ensure you are able to fully comply. Thank you.

Application for Dial-A-Ride ADA Eligibility:
Applications are available at the KATS transit office. Applications for Dial-A-Ride ADA shall be filled out completely in order determine that an applicant is eligible. The applications will be reviewed and a decision made within 21 days of submittal. At such time no determination has been made and you have not been notified by mail the applicant is presumed eligible and shall be provide service unless the application is later denied.

Dial-A-Ride Hours of Operation:
KATS Dial-A-Ride Service is a next day service that requires reservations to be made 1 day in advance to the desired trip and must be made by calling 423.224.2613. Reservations can be made between the hours of 7:30 a.m. and 5:30 p.m., Sunday through Friday. Trips can be schedule 14 days in advance. The last call for return trips home and will call trips needs to be made before 5 p.m. with no exceptions.

We do offer same day service on a space available basis; however, in order to ensure the availability of your desired time, it is usually better to schedule all of your trips at least one day in advance.

Preparation for Trip:
Dial-A-Ride Policies state that customers must be available for his / her trip pick-up 30 minutes before their scheduled pick-up time or they may be required to wait as much as 30 minutes after their scheduled pick-up time. Upon bus arrival to the clients know address, the driver will only wait five minutes and then leave and record the scheduled trip as a No-Show trip. Remember it is your responsibility to watch for the bus.

Curb-to-Curb Service:
Dial-A-Ride service is a curb-to-curb, orgin-to-destination service and drivers are not allowed to come to any of our client’s door for service. Drivers are allowed to assist passengers getting on and off the vehicle and with securing your wheelchair.

Scheduled Trip Cancellations:
Customers that have a scheduled trip that wish to cancel the trip must contact KATS at 423.224.2613, (1) hour before the scheduled pick-up time in order to cancel the trip. Any trip not cancelled 1 hour before the scheduled pick-up time shall be considered a No-Show trip.

No-Show Trips:
No-shows are trips that have been scheduled for pick-up at a clients known address and the eligible rider does not meet the KATS vehicle at the curb in the allotted time frame. KATS will attempt to contact the passenger when a no-show occurs to determine if the reason was under the rider’s control. Under the Dial-A-Ride Policies, Three (3) No-Show trips within a single month time period may result in suspension of your KATS Dial-A-Ride ADA service for a one (1) month time period beginning on the date of the third No-Show trip.

Dial-A-Ride Fare:

The cost to ride the Dial-A-Ride ADA service is $2.00 each way for scheduled trips that are within the designated ¾ mile Dial-A-Ride zone. The cost to ride the Dial-A-Ride 65 service is $3.00 each way for scheduled trips that are within the designated ¾ mile Dial-A-Ride zone.

Zone fees do apply.

Carry on Bags:
Passengers may only carry on
2 grocery bags. If you shop and have more than 2 grocery bags, please make other arrangements for a way home. For example, you may use KATS to take you to the store for shopping and then call a taxi or friend for your return trip if you have several bags of groceries.

When Additional Accessibility is required:
Severely mobility-impaired persons may require the assistance of a Personal Care Assistant (PCA). You are required to fill out on the application if you require a PCA and to identify all PCA’s that shall be traveling with you. If your needs have changed since you have been qualified eligible for Dial-A-Ride service you may be required to be recertified. PCA’s shall utilize KATS service at no charge. An additional companion can accompany the eligible patron on a schedule trip if room is available, but must pay the regular full fare for the service and have the same origin-to-destination.

Suspension Policy:
Under the Dial-A-Ride Policies, three (3) No-Show trips within a single month time period shall result in suspension of your KATS Dial-A-Ride service for a one (1) month time period beginning on the date of the third No-Show trip.

Customers are required to pay for use of service. Any passenger who refuses to pay or does not pay for service at the time of boarding, shall be prohibited from future use of KATS transit services.

Service may be refused to anyone whose behavior may be hazardous to safe travel or is using profane language or making excessive noise.

The Appeals Process: Any individual who is denied eligibility for Dial-A-Ride services, or who has been awarded only conditional or temporary eligibility, or whose eligibility is suspended, altered or terminated may appeal the decision. All appeals shall be filed within Sixty-five (65) days of the date of the letter notifying an individual that have been determined ineligible for Dial-A-Ride Service. A written request sign and dated must be filed in the KATS Office at 109 Clay Street, Kingsport, TN 37660 and include the grounds and reasons for appeal.

Visit our Dial-A-Ride page to get started.