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Policies and Procedures for
STAR - Specialized Transit for Arlington Residents
A service of ART-Arlington Transit
- What is STAR?
- Who May Use STAR?
- How to Request a Trip
- Pick-Up Procedures
- Cancellations and No-Show Policy
- Fares
- Same-Day Trip Information
- Days and Hours of Operation
- Day After a Holiday and Mondays Same Day Trip Request Policy
- After Office Hours and on the Weekends
- Trip Purpose Restrictions
- Snow Policy
- Key Contacts for STAR
1. What is STAR?
STAR, Specialized Transit for Arlington Residents operates as a part of the ART - Arlington Transit system. ART provides bus services in Arlington County, and STAR is our pre-arranged paratransit reserved trip service. STAR provides service by reserving a trip through Red Top Cab, Diamond Transportation Services and Answers. Fares vary depending on sponsoring program.
Arlington residents who are certified under the STAR program may call to request a trip reservation, set up a standing order trip, make advance cancellations and receive general information about STAR and other transportation services by calling (703) 892-TRIP (8747).
2. Who May Use STAR?
People who are currently certified eligible under the Metro Access program and reside in Arlington County are automatically certified under the STAR program.
Other residents may be sponsored through a participating County Agency.
3. How to Request a Trip
Trip Requests
STAR receives calls for trip reservations between 8:30 a.m. and 4:30 p.m. Monday through Friday. Please call Friday for trip reservations for Saturday, Sunday and Monday.
You may call up to seven days in advance, but not later than one day prior to the actual day of your trip request. When you call, please have your ID number, along with your destination, arrival time and estimated length of stay. The agent will take your information and book your trip.
Standing Order Trip Requests
Standing order trips are re-occurring trips that go to the same place, at the same time, on the same day or days of the week. The advantage of a standing order trip is you do not have to call for every trip. However, it is very important that you call and cancel the trip on days that you will not be riding, such as when you go on vacation.
Our Agents will work with you to set up your schedule when you call; please have all information including the times, days of the week, and length of time you need the Standing Order Trip.
Remember that STAR only accepts calls for Standing Order Trip reservations between 8:30 a.m. and 4:30 pm, Monday through Friday.
4. Pick-Up Procedures
The vehicle will arrive at your pick up location as close to the scheduled time as possible. The vehicle will wait up to 10 minutes after the scheduled time and then leave. You must be ready at your scheduled pick up time. If your vehicle has not arrived 10 minutes after your scheduled time, please call STAR to find out the status of your ride.
Remember that STAR provides curb-to-curb service. The driver will assist you into and out of the vehicle, but the driver cannot leave the vehicle. If assistance is needed beyond the vehicle, you must provide a Personal Care Attendant (PCA) or a companion. Information about PCA and companions is provided under Fares.
5. Cancellation and No-Show Policy
To avoid unnecessary costs and inconvenience to other passengers, we request that you call STAR at least one hour prior to the scheduled time if you are not going to take a trip. If you do not call and do not show up for your trip, you will be charged a No Show. If you do not show for a trip, all Remaining Trips FOR THAT DAY will be automatically cancelled, unless you call and request that your remaining trips be provided.
STAR agents will call to discuss each no show with you. You are allowed three (3) no shows in a 30-day period. If you exceed this allowed number, your privileges to request a trip and any Standing Order Trips will be suspended for seven (7) days.
6. Fares
Fares effective July 1, 2006
Zone 1: $2.50 for trips inside Arlington
Zone 2: $3.00 for trips to DC, Alexandria, Falls Church, Fairfax County inside the Beltway
Zone 3: $7.00 for trips to Fairfax County outside the Beltway, Montgomery County, and Prince George’s County
All trips must be within 3/4 mile a fixed route transit service.
STAR Fares coupon books with 10 coupons can be purchased for both $2.50 and $3.00 trips. Coupons may be used to pay your fare. Call (703) 228-RIDE (7433) for information on purchasing or go to www.CommuterDirect.com.
Personal Care Attendants
A personal care attendant (PCA) is someone designated by the participant or employed specifically to help meet his or her personal needs. A companion is any person other than a PCA who may accompany the participant on a trip. A companion (e.g., friend or family member) does not count as a personal care attendant, unless the companion is actually acting in that capacity.
If you require a personal care attendant (PCA) to accompany you on your trip that person will not be charged a fare. You must indicate that you need a PCA when you call to book your trip. If you have a PCA on a trip, you may also have a companion, with additional companions subject to available space in the vehicle. Each companion will be charged the same fare as the participant for the trip. To “accompany” the participant a PCA or companion must have the same origin and destination points as the participant for that leg of the trip.
Additional Passengers
Companions and friends may ride with you, so long as there is space available in the vehicle. Each additional companion or friend riding with you will be charged $2.50..
You must indicate the number of passengers on your trip WHEN you call to make the trip reservation. If you don't notify STAR in advance, the companions may not be allowed to travel with you, due to space considerations.
7. Same Day Trip Information
To find out about your trip for today, you may call STAR between 7:00 am and 6:00 pm weekdays, and our staff will assist you to:
- find out about your scheduled trip
- find out when the vehicle will arrive for your pick up
- cancel a trip on the day of service
- notify the carrier that you won't be ready on time, and attempt to adjust your scheduled trip to accommodate your revised schedule. To do this, you must call at least 60 minutes prior to the scheduled trip time to request a change. We cannot guarantee that we can change the trip, but we will make every effort to assist you. Due to shared ride scheduling, some changes will not be possible.
8. Days and Hours of Operation
STAR transportation services are available between 5:30 a.m. and midnight, seven days a week.
STAR reservation agents are available to assist you between 7:00 a.m. and 6:00 p.m. weekdays only.
Remember that STAR trip requests are taken between 8:30 am and 4:30 pm Monday through Friday, including those for Saturday, Sunday and Monday.
The STAR office recognizes the following holidays:
- New Years Day
- Martin Luther King Jr. Day
- Presidents Day
- Memorial Day
- Independence Day
- Labor Day
- Columbus Day
- Veterans Day
- Thanksgiving Day
- Thanksgiving Friday
- Christmas Day
Please call the day before each holiday to request a trip for the day after the holiday. STAR offers limited "same-day" trip requests the first business day after an Arlington County government holiday. Please see #9 below.
To inquire about your scheduled trip or to cancel your trip on the day of service, you may call (703)892-TRIP and talk to one of our agents.
9. Day After a Holiday and Mondays Same Day Trip Request Policy
On Mondays, the first business day after a County holiday or when the STAR office has been closed, you may call the STAR office to request a same-day trip. We understand that unexpected circumstances can arise over weekends and when STAR offices are closed, so we have adopted this limited "same day" policy.
STAR cannot guarantee your trip nor that it will be at the time you request, but we will contact our service providers to schedule your trip. STAR will notify you if we cannot schedule your "same-day" trip request.
10. After Office Hours and on the Weekends
At times other than 7:00am to 6:00pm weekdays, you may call your assigned carrier directly for information about your trip ALREADY scheduled for THAT DAY. Red Top Cab's supervisor-on-duty number is (703) 522-3333. If you are booked on Diamond, their number is (703) 912-7606, and if Answers, their number is (703) 326-0333. Please have your name, PID number and pick up location and time available.
The service providers only have trip information for the current day and times. They will NOT accept a new trip request, but will assist you with a trip that STAR has already booked for you. For other questions you must call STAR between 7:00 am and 6:00 pm weekdays.
When STAR is closed, please do not hesitate to leave a message about the service at (703) 892-TRIP (8747). A STAR customer service agent will return your call during the next business day.
11. Trip Purpose Restrictions
There are no restrictions on trip purpose or priority. Trips are scheduled on a first-come first-served basis. Standing order trip requests are subject to capacity and availability. Any service to or from Washington, D.C. or the Maryland suburbs is available only on a limited basis. There is no service to or from Prince George’s County on the weekends.
12. Snow Policy
STAR is concerned with the safety of our customers and our drivers. During inclement weather conditions, the following policy will be followed:
STAR staff, in conjunction with our service providers, will assess the current weather conditions and make a decision to cancel all trips, delay starting or end early. If we close during the day, we will make every attempt to return to home all clients who we have taken somewhere. Dialysis clients will be contacted directly to re-arrange their trips.
During inclement weather conditions, if we alter service, STAR will provide that information in the following ways:
- Place a recording on our phone system describing the changes, (703) 892-TRIP (8747).
- Place notices on the Web at www.ArlingtonSTAR.com and www.arlingtonva.us
- Place an announcement on the radio and TV stations that Arlington County government and schools use.
Clients should access information about STAR service during inclement weather using the above ways. You may also call the STAR office and discuss your trips with a STAR agent.
13. Key Contacts for STAR
Call us at:
STAR Business and scheduling office (703) 892-TRIP (8747)
- Press "1" for reservations, cancellations, and trip information
- Press "2" for administration
- Press "3" for STAR Advisory Group confidential mail box
Write to us at:
Arlington County Department of Environmental Services
STAR Project Manager
2100 Clarendon Blvd, Suite 900
Arlington VA 22201
Contact us by E-mail at: star@arlingtonstar.com
Visit us on our website at www.ArlingtonSTAR.com
To purchase STAR FARES coupons, call (703) 228-RIDE (7433) or visit us on the web at www.CommuterDirect.com
TDD is available for the hearing impaired through Virginia Relay at 1-800-828-1120
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