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Trip Service Times and Locations Cancellation and No Show Policy |
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Metro System Information from WMATA |
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Effective February, 2008
This revised STAR Rider Guide describes recent policy changes and program improvements. This Rider Guide will be updated once or twice each year as needed, to reflect new policies and procedures.
What is STAR?
STAR is Specialized Transportation for Arlington Residents. STAR is part of ART, Arlington’s transit system. ART provides bus services in Arlington County. STAR serves Arlington residents who have difficulty using public transit due to the effects of age or disability. Basic STAR services are intended to provide a comparable level of transportation as provided by ART, Metrobus and Metrorail. Trips are scheduled without regard to the purpose of the trip. All rides are arranged in advance through the STAR Call Center. STAR riders share trips if they are traveling generally in the same direction at the same time. STAR riders must preplan activities and schedule STAR trips in advance as same day service is generally not available.
Who May Use STAR?
Arlington County residents currently certified eligible for MetroAccess are automatically certified for STAR. MetroAccess is the regional shared-ride service established by the Washington Metropolitan Area Transit Authority (WMATA) under provisions of the Americans with Disabilities Act. STAR is Arlington’s alternative to using MetroAccess. Rides are provided on a curb-to-curb basis. Drivers park in front of the address and assist riders into and out of the vehicle.
Arlington County human service agencies also sponsor STAR rides to connect clients with programs and services.
If a reasonable accommodation is needed under provisions of the Americans with Disabilities Act, please have your physician note the needed accommodation in writing, mailed to the Transit Services Manager, Arlington County Dept. of Environmental Services – Transportation Division, 2100 Clarendon Blvd. S-900, Arlington, VA 22201.
Trip Service Times and Locations
STAR transportation services are available between 5:30 a.m. and midnight, seven days a week. STAR has no restrictions on trip purpose. All peak period, night and weekend trips must begin or end in Arlington. STAR will also accommodate some weekday mid-day rides within the District of Columbia and that portion of Northern Virginia inside the beltway (Fare Zone 2, below). Those midday rides must be booked at the same time as a trip beginning or ending in Arlington that day. Our consumers may ride anywhere Metro Bus or Rail service is available; except that STAR does not provide service to or from Prince George’s County on weekends and holidays. All pickup and destination addresses must be within 3/4 mile of a transit route.
Fares
STAR fares are structured on a zone basis as follows:
Zone 1: $2.50 for trips inside Arlington
Zone 2: $3.00 for trips to DC, Alexandria, Falls Church, or Fairfax County inside the Beltway as well as two high-demand locations just outside the beltway in Fairfax County: Inova Fairfax Hospital/Woodburn Mental Health at 3300 Gallows Road and Alzheimer’s Family Day Center, 2812 Old Lee Highway.
Zone 3: $7.00 for trips to Fairfax County outside the Beltway, Montgomery County, or Prince George’s County. All trips must begin or end in Arlington. Please remember that MetroAccess is available to provide these rides for a $2.50 fare.
Have your MetroAccess photo ID and exact fare in cash or STAR fare coupons ready. Pay the driver before the trip departs. Drivers are not required to carry change or make change.
Coupon Books
You may pay your fare with a coupon. The Commuter Stores sell STAR Fares – 10-coupon books for both $2.50 and $3.00 trips. Call 703-228-RIDE (703-228-7433) (7433) for information on purchasing or go to www.CommuterDirect.com.
Commuter Stores are at the following locations:
Ballston
Ballston Common Mall
Suite 2232, 4238 Wilson Boulevard,
Arlington, VA 22203
Phone: 703-528-3541 Fax: 703-522-4356 TDD: 800-828-1120
Hours: Mon.-Fri. 10:00 a.m.-7:00 p.m., Sat. 10:00 a.m.-3:00 p.m.
Crystal City
Crystal City Shops North
1615-B Crystal Square Arcade,
Arlington, VA 22202
(Directly across from Hamburger Hamlet)
Phone: 703-413-4287 Fax: 703-413-4291 TDD: 711
Hours: Mon.-Fri. 10:00 a.m.-7:00 p.m.
Rosslyn
Rosslyn Metro Center Mall, Level 2
Suite 235, 1700 N. Moore Street,
Arlington, VA 22209
Phone: 703-525-1995 Fax: 703-525-0060 TDD: 711
Hours: Mon.-Fri. 10:00 a.m.-7:00 p.m.
Shirlington
2975 S. Quincy Street, Arlington, VA 22206
(At the new Shirlington Bus Station, near the intersection of South Randolph Street and 31st Street South, next to I-395)
Phone: 703-820-4981 Fax: 703-820-4984 TDD: 711
Hours: Mon.-Fri. 10:00 a.m.-7:00 p.m.
Personal Care Attendants
If you bring a Personal Care Attendant [PCA] to assist you, that person will not be charged a fare. You must tell us that you will bring a PCA when you schedule your ride. Your PCA must board and alight the vehicle with you.
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. A companion is charged the same fare as the rider.
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 companion or friend riding with you will also have to pay the STAR fare.
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 for others sharing the ride.
How to Request a Trip
Arlington residents who are certified under the STAR program must call the STAR call center at (703) 892-TRIP (8747) to
- reserve a ride;
- change a requested trip time;
- cancel rides; and
- receive general information about STAR and other transportation services.
Arlingtonians who are hearing-impaired may use their TDD by calling the Virginia Relay Center, (800) 828-1120 or 711. The STAR Call Center also can be reached by E-mail: star@arlingtonstar.com
Please:
- Call one to seven days in advance for your ride. Rides are scheduled on a first-call first-served basis. Rides to and from Maryland especially should be requested well in advance of the trip.
- Call to book your ride between 8:30 a.m. and 6:30 p.m. Monday through Friday, Saturday 9:00 a.m.-5:00 p.m. The STAR Call Center is normally closed on Sundays.
- When the call center will be closed on a Monday holiday, the STAR Call Center will be open that Sunday from 11:00 a.m. to 3:00 p.m.
- Request as many trips per phone call as needed. Please book your rides early.
- If you have a cell phone, please make sure that the STAR Call Center has that phone number in your client file. Bring the cell phone with you and turn it on when waiting for a STAR ride. If the driver has trouble finding you, the Call Center will call you.
- You can request a standing order ride for trips that reoccur daily or weekly. See Standing Order Trip Requests, below.
- STAR requires that you allow at least one hour at your destination before your next scheduled pickup. Otherwise, if the going trip runs late, you might not have enough time at the destination before the next trip arrives. The only exceptions are for quick stays (10 minutes maximum) at the destination – such as for picking up a prescription or pickup/drop-off at child-care.
- STAR recommends that you allow at least 90 minutes at a medical appointment before your next pickup. If you are ready to go home one hour earlier than your scheduled pickup time, you can call the STAR Call Center and ask for an earlier return ride. If the STAR Call Center is closed, you may call the provider directly. STAR can not guarantee that an earlier pick-up time is available.
- If you are using STAR to return from a doctor visit and you expect to get a prescription, please book three rides: home to doctor; doctor to pharmacy (hopefully in your neighborhood); and pharmacy to home. Be sure to bring your pharmacy fax # and phone # with you and have your doctor’s office call & fax in the prescription before you leave. This will shorten the time you have to wait at the pharmacy. If you don’t receive a prescription, then ask the STAR Call Center to have the driver take you directly home.
- If you are not going to be ready for your trip on time, call STAR 30-minutes before the scheduled pickup time for a same-day schedule adjustment.
When you call, please be ready with:
- your STAR ID number;
- your destination address* (reservation agents cannot look up addresses for you);
- the time you need to arrive at the destination; and
- the time you will be ready to return from the destination.
The agent will take your information and book your trip. You will be assigned to a carrier (Red Top or Diamond) and given the scheduled pick up and return times.
*Some buildings have multiple entrances. If your pick-up is at a building with more than one entrance, tell us which entrance you will use. Otherwise, you and the STAR driver could be looking for each other at different doorways or on different sides of the building.
Standing Order Trip Requests
Standing order trips are re-occurring trips between the same addresses, at the same time, on the same day or days of the week. Once your request for a standing order trip is approved, you do not have to call for these trips.
Please cancel the trip on days that you will not be riding including days that you are sick or on vacation. Otherwise, you will be charged with a no-show.
Our Agents will work with you to set up your schedule when you call. Please have all information ready, including:
- the latest time you need to arrive at the destination,
- the phone number at the destination and the desired building entrance,
- the earliest time you will be ready to return,
- days of the week, and
- the number of weeks or last day that you need the Standing Order Trip.
Remember that STAR only accepts calls for Standing Order Trip reservations between 8:30 a.m. and 6:30 pm, Monday through Friday and 9:00 a.m. and 5:00 p.m. on Saturday. If your standing order trip request can be accommodated, the STAR Call Center will provide you with the pick-up and expected drop-off times.
STAR Transportation Providers
The STAR Call Center schedules all rides and reserves them with either Red Top Cab or Diamond Transportation Services. These companies hire and train the drivers and own the vehicles used in STAR service. Red Top and Diamond will not reserve new STAR rides or change STAR ride reservations.
Pick Up Procedures
The vehicle will arrive at your pick up location as close to the scheduled time as possible. STAR, just like Metrobus and ART, provides shared ride services. Please be ready to avoid inconveniencing other riders. The vehicle will wait up to 10 minutes after the scheduled time and then leave. STAR drivers cannot enter any building, facility, or residence to locate or assist you.
If your vehicle has not arrived 10 minutes after your scheduled time, call STAR to find out the status of your ride. If you have given STAR your cell phone number, please turn it on. The Call Center may be trying to contact you.
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 you need assistance beyond the vehicle, you should bring a Personal Care Attendant (PCA) or a companion. Information about fares for a PCA and companions is provided above, under Fares.
Same Day Trip Information
To find out about your trip scheduled for today, call STAR between 7:00 am and 7:00 pm weekdays and 8:30 am and 5:30 pm on Saturdays. 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 you. To do this, you must call at least 30 minutes before 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.
If your medical appointment will extend past the time of your scheduled return trip pickup on STAR, please call the Call Center to reschedule the return ride. If the Call Center is closed, call Red Top or Diamond and inform them that you can’t meet the ride on time. When you are ready, call STAR if the call center is open or Red Top or Diamond if the center is closed. STAR won’t leave you stranded. STAR will take you to the final destination you previously booked.
Star generally does not provide same day rides. However, in an urgent situation, e.g. an unscheduled medical appointment, need to pick up a prescription or a family or personal crisis that could not have been anticipated, if you need a same-day ride, ask the STAR Call Center if they can accommodate your need. Examples of a family or personal crisis include meeting a relative who has been taken to a hospital or dealing with a child’s disciplinary situation at school. If you are in a medical emergency, please call 911. STAR can not substitute for an ambulance.
STAR can not guarantee a same-day ride, but will attempt to schedule one. You should have funds available to use another resource if STAR can not book your same-day ride.
If this same day ride is for an unexpected medical appointment or return trip from another city via another mode of travel connecting at the Greyhound or Amtrak Stations or National Airport, ask that the return time be “allowed to float” within a four hour window. Schedule the return time to be at least an hour after you expect to be back, and ask for a notation that you will call when you are ready to leave. STAR understands that you cannot predict when you are ready to go home from an unscheduled medical appointment and that intercity trips sometimes run late. When you are ready, call the STAR Call Center or, if the Call Center is closed, call the provider (Red Top or Diamond). The provider won’t leave you stranded – the “floating”/Will Call return trip will already be booked with them. You will be expected to Call for your return ride within four hours of your scheduled pickup time.
Where Is My Ride?
- Please call the STAR Call Center ten minutes after your scheduled pickup time if your ride hasn’t arrived.
- When the STAR office is closed, you may call Red Top or Diamond for “Where’s my Ride” calls or to cancel today’s scheduled ride.
- Between 7:00 p.m. and 7:00a.m. weekdays, call Red Top Cab's Supervisor on duty: (703) 522-3333, or call Diamond Transportation: (703) 912-7606
- On Saturday before 8:30 am or after 5:30 pm, call Red Top Supervisor on duty or Diamond Transportation.
- On Sunday call Red Top Supervisor on duty.
- You can not reschedule a ride directly with Red Top or Diamond, except when you are ready one hour early or if you’ve scheduled a “floater” return trip as described above.
Cancellation and No Show Policy
Help STAR save gas and money. Avoid inconveniencing other passengers. Please call STAR at least one hour before your scheduled time if you are not going to ride. If you are canceling a ride for today or early tomorrow morning and the STAR Call Center is closed, call the provider (Red Top Cab's Supervisor on duty: (703) 522-3333, or Diamond Transportation: (703) 912-7606) at least one hour before your scheduled time.
If you do not call and do not show up for your trip, you will be charged a No Show. All of your Remaining Trips FOR THAT DAY will be automatically cancelled, unless you call and request that your remaining trips be provided. STAR will not send a vehicle back to your home if you are not ready for your scheduled pickup.
Suspension Policy
You are allowed three (3) no shows within a thirty-day period. If you exceed this allowed number, your standing order trips and your privileges to request a trip will be suspended for seven (7) days.
You are not allowed to book rides or change trip schedules or destinations directly with a driver. The driver would be subject to disciplinary action by his employer and your privileges to request a trip will be suspended for seven (7) days.
Holidays
Standing order rides are not provided on the holidays listed below. You must call the STAR call center in advance to book rides on these holidays.
The STAR office and STAR Call Center will be closed the following federal 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 before each holiday to request a trip for the day after the holiday. When the call center will be closed on Monday holidays, we will provide half day service on those Sundays from 11:00 a.m. to 3:00 p.m.
Severe Weather Policy
STAR is concerned with the safety of our customers and our drivers. During a major snowstorm or weather-related event, STAR service will be dependent upon road conditions. During inclement weather conditions, the following policy will be followed:
STAR management and service providers will assess weather conditions and decide whether to:
- cancel all trips;
- delay the start of morning rides; or
- end service early.
Please call the STAR Call Center if you would rather cancel one or both of rides. If we end service early, we will make every attempt to return home all clients STAR transported that day. If weather conditions allow, STAR will attempt to transport dialysis clients on schedule.
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 on this page (www.ArlingtonSTAR.com) and www.arlingtonva.us.
- Place an announcement on the Arlington Virginia Network, which broadcasts on Comcast Cable TV Channels 25 & 74 and Verizon Channel 40.
Clients should monitor the status of STAR service during inclement weather using one of the above resources. You may also call the STAR office and discuss your trips with a STAR agent.
Customer Rights and Responsibilities
STAR makes every effort to ensure that our service is safe and reliable. You have rights as a STAR customer. However, you also have responsibilities to work within the rules. For your convenience we have listed some of your rights and responsibilities.
Your Rights
- Ride in a safe, clean vehicle with seat belts and all other equipment in good working order.
- Be picked up in a wheelchair accessible vehicle, if needed. Please let STAR know if you need to use the wheelchair lift or ramp. You may use the wheelchair lift or ramp even if you are walking, but have difficulty with steps.
- Travel with a personal care attendant and/or a companion, if you made that request when the ride was reserved.
- Be accompanied by a properly behaved service animal. Service animals should be trained to sit on the floor.
- Have your STAR trip scheduled within one hour of your requested time.
- Be picked up within the pickup window.
- Receive courteous, respectful assistance to and from the curb and the vehicle.
- Have the driver assist you between the vehicle and the curb with packages totaling up to 40 pounds.
- File a complaint with STAR if service is not satisfactory. If the STAR call center is closed, please leave a message to be retrieved the next business day.
Your Responsibilities
- Pay your exact fare and show your MetroAccess photo ID when boarding.
- Be courteous to other customers and STAR operators. Customers who behave in an abusive manner may be suspended from STAR service.
- While riding in STAR vehicles, do not eat, drink, smoke or play audio or video devices without earphones.
- Keep your service animal under control at all times.
- Make your reservation at least one day in advance.
- Be prepared to give the reservation agent necessary information to properly schedule your trip such as exact address and which entrance to meet.
- Be ready for pickup within the pickup window for your scheduled trip.
- Be willing to share the vehicle with other customers.
- Cancel your reservation as soon as you know you cannot make the scheduled trip.
- Keep all of your personal information updated with STAR.
- Be prepared with another transportation resource, should you have an unanticipated need to travel on a same-day basis. STAR is not obligated nor is the service intended to meet same-day transportation needs.
- Use a wheelchair compliant with Americans with Disabilities Act regulations – maximum dimensions of 30 inches wide, 48 inches long, and 600 pounds when occupied.
- Ask ART about travel training to use ART, Metrobus, or Metrorail transit services. If you are able to use public transit for some of your rides, you can be spontaneous (same day rides!) and you will save money on fares. As a MetroAccess eligible customer you may be able to ride Metrobus and Metrorail free. Contact ART Customer Service at 703-228-RIDE (703-228-7433), email your commuting question to Questions@CommuterPage.com, or fax questions to (703) 524-4959.
Metro offers free system orientations to teach people with disabilities how to use Metrobus and Metrorail. To arrange for a FREE Metro system orientation, please contact the Metro Office of ADA Programs at 202-962-1558 or 202-962-2033 (TTY).
STAR Policy Oversight
The provision of transit services in Arlington County, including STAR, is overseen by the Arlington County Transit Advisory Committee (TAC). The TAC is a fifteen-member committee appointed by the County Manager. The TAC usually meets the second Tuesday of each month from 7:00 – 9:00 PM at 3033 Wilson Blvd, Room 7A. Ask the guard to let you use the elevator. The TAC currently has a vacancy. If you are interested in joining the TAC, please read more.
Key Contacts for STAR
Call us at:
STAR Business and scheduling office (703) 892-TRIP (8747)
- Press “1” for reservation, cancellations, and trip information.
- Press “2” for administration dept.
Or use the Virginia Relay Center - TDD 1-800-828-1120 or 711
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 Fare coupons:
Call 703-228-RIDE (703-228-7433) (7433) or visit us on the web at www.commuterdirect.com
About Paratransit Services
The term Paratransit can mean "public or group transportation, as by automobile, van, or minibus, organized to relieve the congestion of mass transportation." In the Washington Metropolitan Area, Paratransit describes the many alternative transportation options for senior citizens and persons with disabilities. Most area city and county governments have implemented, and are continuing to enhance, paratransit services for their residents based on the Americans with Disabilities Act (ADA) of 1990. For information on the services provided by local area transportation systems visit CommuterPage.com's Paratransit page. For additional information on these systems, visit the Local and Commuter Bus page.
Arlington County is committed to the laws and regulations set forth by the Americans with Disabilities Act (ADA) of 1990. Complementary local and regional transportation services are provided for the disabled community. To further emphasize our commitment and also provide a variety of services, Arlington has encouraged local taxi fleets to purchase accessible/lift-equipped vehicles through a variety of programs, and there are now about 23 such vehicles in the County.
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