Once your eligibility is confirmed, you may request rides. Reservation hours are 8:00 a.m. to 5:00 p.m. seven days a week including holidays.
Many people have conditional eligibility. You may be scheduled for a combination trip using fixed route buses, as applicable.
You may request trips one to five days in advance. Be sure to schedule your return trip at the same time.
What You Need Before You CallTo ensure timely reservations, please have the following information and tools ready before you call:
- Pencil and paper.
- Your name.
- Phone number
- Your complete pick-up address, including apartment and/or building name or number.
- Description and exact address of where you want to go (for example, Fred Meyer at 7250 Pacific Ave.).
- Time(s) and date(s) you would like to travel.
- Time(s) of any appointments you might have, so we can plan your drop-off and pick-up times.
- If a personal care attendant or guest will be riding with you.
- If a service animal or pet will accompany you.
- Whether you will be using a mobility aid (for example, wheelchair, walker, oxygen).
We suggest that you write down the name of the Reservationist who helps you plan your trip, date and time of your call, as well as the confirmed dates and times of your trip reservations. All calls are recorded for quality assurance.
Canceling Your TripsYou must cancel a ride if you no longer require it. Please be sure to cancel both ends of your trip if appropriate. It is important to call SHUTTLE to cancel your trip(s). Customers must cancel their trip(s) two hours before their scheduled trip(s).If you need to cancel more than one trip, be sure to tell the SHUTTLE Reservationist which trips to cancel. SHUTTLE operators are not permitted to request, change, or cancel trips for you. It is your responsibility to call SHUTTLE Customer Service.
Tips for Requesting TripsThese tips will help us provide you with the best possible service:
Call earlier in the day.
Phone lines are busiest during the late afternoon.
Allow extra travel time.
Trips are scheduled on a shared ride basis. The vehicle may stop to let other customers on or off before reaching your destination. In addition, travel times may vary due to rush hour slowdowns, time of day, local events, road construction, traffic accidents, bad weather, or day of the week. If you are using oxygen, please bring an ample supply of oxygen.
Consider a PCA.
Please be advised that you will be left alone on the SHUTTLE vehicle anytime that our operator assists other customers. The vehicle will not always be visible to the operator at those times.You will be dropped off at your destination, even if someone is not waiting for you. We cannot wait with you until someone arrives. If you cannot be left alone, please arrange for a PCA to travel with you.
SHUTTLE may not be able to schedule a ride at the time you want. Because SHUTTLE is a shared ride service, we may need to schedule your pick-up time up to one (1) hour earlier or later than you request.
Remember the “Pick-up” Window. When you schedule a ride, you will be given a 30-minute range of time during which you can expect a SHUTTLE van to pick you up. This 30-minute period is called the “pick-up window.” Your van may arrive any time during this window. Your ride is not late until the 30-minute window has passed. For example, if you agree to a 9:00 pick-up, the vehicle should arrive between 9:00 and 9:30 for an on-time pick-up.
When operators arrive within the pick-up window, they can only wait 5 minutes after the vehicle arrives. To avoid delays, missed appointments, and no-show penalties, please be ready to go when the vehicle arrives to pick you up. Please be aware that SHUTTLE operators will not help you get ready for your trip.
Plan for multiple trips.
You may schedule multiple trips on the same day. However, if you make several trip requests for the same day, they must be scheduled at least 45 minutes apart. You must use each trip scheduled. You cannot reserve more trips than you plan on using. For example, after you arrive at your first stop, you must wait at least 45 minutes to be picked up and taken to your second stop. Operators are not permitted to wait while you do a quick errand.
Bring your ID.
Joint Base Lewis-McChord requires special identification to enter the base. Please have your ID with you when you board the vehicle and ready when approaching the base.
Choose stores and other locations close to your home.
When you are going shopping or other places, choosing a location close to your home will reduce your travel time and our costs, allowing SHUTTLE to operate more efficiently for the benefit of all our customers.
Make alternate plans for moving.
SHUTTLE does not move personal belongings from one residence or facility to another. If you need someone to help you move, please contact your family, friends, or a volunteer agency for assistance.
Limit your onboard parcels.
Operators can only assist you with the amount of packages or groceries that can be carried in one trip.
Limit heavy or bulky items.
SHUTTLE operators are not permitted to lift or carry in one trip, objects weighing more than 50 lbs. If you have purchased or received heavy or bulky items, please arrange to have them delivered to your home.
SHUTTLE Reservation: 253.581.8000 (Option 1, then Option 2)
(TDD for the hearing impaired): 711