ÿþ1 metroaccess fare and service changes 2-3 questions and answers about fare and service changes 4 calendar of events useful metro phone numbers FEBRUARY 2011 - special edition MetroAccess Fare Changes to Begin on Feb. 27 MetroAccess fares will change on Feb. 27 as part of Metro s overall fare adjustments that were approved last June for the current fiscal year. The new MetroAccess fares will be based on the distance and time of day that a customer travels. The MetroAccess fare will be twice the amount of what the fare would cost on the fastest comparable trip if the same trip were taken on fixed-route services such as Metrobus or Metrorail, up to a maximum fare of $7. All grandfathered trips outside the ADA service area will be charged a supplemental fare, up to the $7 maximum. For more information about the MetroAccess service area, see page 2. MetroAccess customers will be informed of the exact fare that they are required to pay for a trip when they book a trip online or via phone with a MetroAccess reservations agent. To determine how much a comparable Metrobus or Metrorail trip will cost, MetroAccess customers can visit Metro s Trip Planner at MetroOpensDoors.com, and enter the origin, destination, time and date of their trip. The MetroAccess fare is calculated by doubling the SmarTrip®-based fare for the first itinerary that is generated, up to a maximum fare of $7. For customers convenience and to ensure that they receive the most reliable service, MetroAccess fare payment in the exact amount is required prior to boarding. Metro is encouraging MetroAccess customers to prepay their fare with MetroAccess EZ-Pay. Customers can prepay by phone or the Internet with a credit or debit card, or in person with cash or credit at the Metro Center Sales Office. The EZ-Pay system can be accessed by phone at 301-562-5360 or online at MetroOpensDoors.com, where step-by-step instructions are available. Fare Payment Policy Full and exact payment of MetroAccess fares is required for all trips. Payment should be pre-paid through EZ-Pay or presented in the exact amount to the MetroAccess driver before a customer or their Personal Care Assistant (PCA) boards the vehicle. Drivers do not carry or make change. The reservations agent will inform you of your total fare at the time you book your trip. Identification Requirements MetroAccess customers are required to present their valid/active MetroAccess ID card before boarding all MetroAccess vehicles. Your MetroAccess ID card is issued to you for your use only and must remain in your possession at all times. It must be renewed upon expiration. Your MetroAccess ID card is not transferable. You may not give or lend your MetroAccess ID card to anyone. Your MetroAccess ID card allows you to travel aboard MetroAccess vehicles along with one Personal Care Attendant (PCA) who may accompany you free of charge. Customers who are conditionally eligible for MetroAccess may travel aboard Metrobus or Metrorail free of charge. On Metrobus or Metrorail, you may be accompanied by one companion who may ride with you free of charge. To take advantage of this benefit, you must present your MetroAccess ID card to the Metrobus operator or Metrorail station manager. Misuse, alteration or counterfeiting of your MetroAccess ID card is a violation of the laws of the District of Columbia, Maryland and Virginia. If you lose your MetroAccess ID card, or if it is stolen, please report the loss immediately by calling 202-962-2700. MetroAccess customers are required to present their MetroAccess ID card before boarding all MetroAccess vehicles. MetroAccess Service Area The MetroAccess service area was changed on July 1, 2010 to provide paratransit service to locations within 3/4 mile of fixed-route transit services such as Metrobus and Metrorail during the same hours that fixed-route services are available. In an effort to continue to provide the same level of service to customers who traveled outside the ADA service area and hours between July 1, 2009 and June 30, 2010, Metro s Board of Directors adopted a grandfathering provision to allow those customers to continue to do so. In order to be grandfathered, customers must have traveled outside the ADA service area and/or between July 1, 2009 and June 30, 2010. All grandfathered trips outside the service area will be charged a supplemental fare, up to a $7 maximum. If you have not traveled recently and are unsure of your grandfathered status, please call us at 301-562-5360, especially if you are planning to move to a new home address. Customers who traveled outside the ADA service area and hours between July 1, 2009 and June 30, 2010 are permitted to continue to do so under a grandfathering provision adopted by Metro s Board of Directors. Questions and Answers About MetroAccess Changes Why are MetroAccess fares changing? MetroAccess fares are changing as part of Metro s overall fare adjustments implemented last year to fill a budget gap and help better manage the growing cost of paratransit service. MetroAccess ridership and costs have doubled in the past four years from 1.2 million passengers transported at a cost of $52.3 million in FY2006, to 2.4 million passengers transported at a cost of more than $103.7 million in FY2011. MetroAccess riders have paid a base fare of $3 per trip, but the actual cost to Metro is about $40. When will the MetroAccess fares change? Sunday, Feb. 27. What is the new MetroAccess fare? MetroAccess fares will be based on the distance and time of day that a customer travels. The MetroAccess fare will be twice the amount of what the fare would cost on the fastest comparable trip if the same trip were taken on fixed-route transit services such as Metrobus or Metrorail, up to a maximum fare of $7. All grandfathered trips outside the ADA service area will be charged the equivalent of a comparable fixedroute trip plus supplemental fare, up to a $7 maximum. How will I know what my fare will be? Customers will be informed of the exact fare that they are expected to pay for a trip when they book a trip online or with a MetroAccess reservations agent. To determine in advance how much a comparable Metrobus or Metrorail trip would cost, customers can visit Metro s Trip Planner at MetroOpensDoors.com, and enter the origin, destination, time and date of their trip. The MetroAccess fare is calculated by doubling the SmarTrip®-based fare for the first itinerary that is generated, up to a $7 maximum. What payment methods will be accepted for MetroAccess fares? MetroAccess fare payment in the exact amount is required prior to boarding. To save time and avoid inconvenience, MetroAccess customers are encouraged to prepay for trips by phone or online using a credit or debit card with MetroAccess EZ-Pay. In addition, customers can use cash or a credit/debit card to add value to their EZ-Pay account at the Metro Center Sales Office; SmartBenefits® customers may also take advantage of MetroAccess EZ-Pay. Customers can view step-by-step instructions on how to use EZ-Pay online, or they can call 301-562-5360 to request that a brochure be mailed to them. Can I still pay my fare with tokens or MetroAccess farecards? The use of tokens and paper farecards has been eliminated in an effort to simplify and reduce the time required to pay fares. As of Feb. 1, MetroAccess no longer accepts them. What if I still have tokens or MetroAccess farecards that I haven t been able to use? Metro will allow customers to exchange unopened packages of tokens and unopened packages of MetroAccess farecards for EZ-Pay credit on Feb. 9, 10, 16 and 17 at the: - Metro Center Sales Office located at 12th and F Streets, NW, (inside Metro Center station). Open from 8 a.m. until 6 p.m. - Metro Headquarters Sales Office located at 600 Fifth Street, NW. Open from 9 a.m. until 3 p.m. Organizations should call Metro s bulk sales office at 202-962-5700 to arrange for refunds of unopened packages of tokens and unopened packages of MetroAccess fare cards. Metro will accommodate refund requests through March 31. What if I can t afford the new MetroAccess fare? MetroAccess fare payment in the exact amount is required prior to boarding the vehicle. What changes have been made to the MetroAccess service area? The MetroAccess service area was changed on July 1, 2010 to provide paratransit service to locations within 3/4 mile of fixed-route transit services such as Metrobus and Metrorail during the same hours that fixedroute services are available. In an effort to continue to provide the same level of service to customers who traveled outside the ADA service area and hours in FY2010, Metro s Board of Directors adopted a grandfathering provision to allow those customers to continue to do so. How do I know if I am grandfathered and allowed to travel outside the ADA service area? In order to be grandfathered, MetroAccess customers must have traveled outside the ADA service area and/or in FY2010. Please check with a MetroAccess reservations agent at 301-562-5360 to verify your status. Am I still grandfathered if I move to a new home address? Grandfathered customers can move to a new home address and remain grandfathered, but those not grandfathered cannot become grandfathered  whether they ve moved or just started needing out-of-corridor service. How do I know if my destination is in the ADA service area? MetroAccess provides paratransit service to locations within 3/4 mile of fixed-route transit services such as Metrobus and Metrorail during the same hours that fixed-route services are available. Please check with a MetroAccess reservations agent at 301-562-5360 to verify your destination is in the service area. Is there an additional charge for traveling outside the ADA service area? All grandfathered trips outside the service area will be charged a supplemental fare, up to a $7 maximum. What is Metro doing to inform MetroAccess customers about these changes? To make sure MetroAccess customers are aware of these changes, information is being posted inside all MetroAccess vehicles and on MetroAccess phone lines as well as the MetroAccess web site. Customers will be mailed a newsletter and new customer guide with updated information about the fare change in early February. In addition, a news release will be issued. Automated phone calls also will be placed to customers. What other alternatives are there to MetroAccess? People with disabilities who are able to travel on Metro s fully accessible bus and rail system can take advantage of Metro s Reduced Fare program. People with disabilities who qualify for the program pay half the regular fare on Metrobus and Metrorail, which is no more than 85¢ per trip on Metrobus and $2.50 per trip on Metrorail. For more information on this program, contact 202-962-2700 and select option 1. How can I find out more about traveling on Metrobus and Metrorail? Metro has a free travel training program to teach people with disabilities how to travel independently on Metrobus and Metrorail. Training sessions are customized based on an individual s needs. Anyone interested in scheduling a free system orientation should call 202-962-1100 or e-mail access@wmata.com. Department of Access Services 600 Fifth Street NW, 8th Floor Washington, D.C. 20001 EVENT CALENDAR The Accessibility Advisory Committee meets 5:30  7:30 p.m. on the first Monday of every month. The Accessibility Advisory MetroAccess Subcommittee meets 4  6 p.m. on the last Monday of every month. USEFUL NUMBERS MetroAccess 301-562-5360 TTY 301-588-7535 Toll Free 800-523-7009 MetroAccess Complaints, Commendations, Comments 202-637-0128 TTY 202-962-2565 Customer information 202-637-7000 TTY 202-638-3780 MetroOpensDoors.com Schedules, timetables, parking information and more Office of ADA Programs 202-962-1100 TTY 202-962-2033 Elevator outages and Metrorail service disruptions 202-962-1212 Elevator Outage Shuttle Requests 202-962-1825 TTY 202-638-3780 Transit Police (emergency) 202-962-2121 Reduced Fare ID Office 202-962-1558 TTY 202-962-2033 Metro Outreach and Travel Training 202-962-1558 TTY 202-962-2033 Transit Accessibility Center 202-962-2700 Centers for Independent Living Virginia: ENDependence Center of Northern Virginia 703-525-3268 Maryland: Independence Now 301-277-2839 District of Columbia: DC Center for Independent Living 202-388-0033