Riding Safe with Piattran.

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Door-to-Door Service

PIATTRAN provides door-to-door service for frail, elderly and/or passengers with disabilities.  Door-to-door means that drivers assist you from your home and assist you back to your door in a safe manner.

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All able-bodied passengers are given curb-to-curb service meaning you are picked up in front of your home and delivered in front of your destination.

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PIATTRAN drivers are required to assist passengers to and from the bus, on and off the bus, and assist with adaptive equipment.  Drivers are required to secure passenger wheelchairs and assist with packages. 

 

Limits to Door-to-Door Service

Providing door-to-door upon requests, means that Piattran drivers cannot enter anyone’s home. However, they can place bags across the threshold – and/or pull a wheelchair over a door threshold if a ramp or accessible entry is present.

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Escorting Passengers

Occasionally we have passengers that need special attention while they are on the bus or when they arrive at their destination.  Because of this we allow an escort to accompany the passenger, who needs/requires special attention at no charge.  Only one non-paying escort is allowed per passenger.

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Package Pick Up

PIATTRAN provides a limited package pick-up for riders. This shall be done only on existing runs and shall be charged as a one-way trip.  PIATTRAN will not be responsible for payment of the package. You must make prior payment arrangements.  PIATTRAN drivers will not handle cash or checks for passengers.

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PIATTRAN reserves the right to limit the weight and size of an article to be transported.  If the article will interfere with the normal access of passengers, PIATTRAN may refuse to transport the package.  This generally applies to articles in excess of 50 pounds or eight (8) cubic feet in size.

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PIATTRAN assumes no responsibility for damage, breakage, or loss of parcels.

 

VEHICLE RULES 

Passenger Attire

For health as well as social reasons, you must wear appropriate attire when accessing a PIATTRAN vehicle.  Proper attire includes shirts; pants, shorts, skirts; and foot covering, such as shoes, sandals, or socks.

 

Smoking and Eating on Revenue Vehicles

There shall be absolutely no smoking or vaping on PIATTRAN vehicles at any time.  Eating and drinking is not recommended but is at the discretion of the driver.  Under no circumstances is there to be any open alcohol containers on the vehicle

 

Passenger Use of Electronic Devices and Musical Instruments

While riding a Piattran bus all electronic entertainment devices may only be used with headphones. You must maintain the volume at levels that cannot be heard by other passengers. You may not play musical instruments on a Piattran vehicle.

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Carry-on Items

You should not leave carry on packages, bags, or other personal items in a doorway or isle that may cause the driver or other passengers to trip.  Your personal items should be secured in such a way to allow the driver to move freely; not block windows or emergency exits; and protect riders from injury if carry on packages fall or shift.

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Piattran does not allow common items such as gas cans, or flammable items such as gasoline or propane on the bus.  All packages and articles such as book bags, lunch boxes, etc. are subject to search for safety reasons. 

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Receiving Tips and Gifts from Customers

Piattran employees are prohibited from accepting tips or gifts or any other goods from you, which may, in any way, be construed as an attempt on behalf of the giver to elicit or solicit business favoritism.

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Piattran employees and board members may accept promotional items such as pins, buttons, caps, mugs, and other “gifts” which are clearly inexpensive advertising memorabilia.  Such items should have a retail value of no more than ten ($10.00) dollars.

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No Show & Last-Minute Cancellations

Definition

In this policy, a no-show is defined as the act of a person who, having scheduled a trip, changes his/her mind about making the trip but does not cancel the appointment within the one-hour prior time frame or allowing the vehicle to arrive but not boarding it.

 

Purpose

The purpose of this policy is to set forth the procedure for informing users of Piattran about the importance of scheduling service appointments and of properly canceling those services a minimum of one hour in advance should services no longer be needed. Any rider who fails to cancel at least one hour prior to their scheduled service will be considered a no-show. It is also to let consumers know that an established pattern of no-shows may result in suspension of services.

 

Procedure

When a person has scheduled services, he/she has the responsibility to be ready a minimum of 15 minutes early and to board the vehicle no later than 5 minutes after it arrives or to cancel the trip within a reasonable period of time, i.e. a minimum of one hour or more before the scheduled pick-up time. Services cancelled within the one hour prior to service timeline will be considered a no-show.

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Piattran will maintain records in order to keep track of no-show incidents. After the third no-show incident, a verbal warning will be provided to the rider. If you are a “No-Show” all subsequent trips for that day will be automatically cancelled unless you telephone Piattran and confirm that you still need your other trips at the time that the no show occurs.

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Each successive no-show will be charged at the cost of one leg of the trip. Services will continue to be provided through six no-shows. Once he/she reaches the sixth no-show and it totals at least 50% of their rides within a 30-day period, services will be suspended until such time as he/she pays the outstanding no- show fees.

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Client information will be reviewed on the 15th of each month. Clients determined to have chronic no-show problems may be suspended for up to thirty days to allow room for those clients who really need and will use the service. Determinations will be made on a case-by-case basis and are at the sole discretion of Piattran.

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Any rider who creates alias names in the system in order to avoid paying penalty fees will be permanently removed from service based upon a determination of fraud to the County.

 

There are several different options to pay for your transportation service.

• Auto Pay is the best option for the frequent rider. By providing a bank account or credit/debit card to us, it will reduce your overall fare prices. At the end of each month, or the beginning of the next, all rides taken in the previous month will be charged to the payment option provided.  For example, all September rides will be charged the first week of October.  There is no longer a need to pay ahead and you are only charged for the exact rides taken. ​

 

• Cash Fare is usually paid by the infrequent rider. Please have the correct fare ready to pay as you board. Drivers do not carry change.

 

• IL Medicaid and Managed Care Insurance recipients may be eligible for non-emergency medical transportation. If you plan on using this coverage for your fares, please call your insurance carrier for approval.

 

• Agency Service Contracts can be negotiated with Piattran to provide transportation for your customers.

 

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Appeals process

A passenger may appeal the no show process if he or she feels a no-show occurred because of unexpected circumstances beyond their control (e.g. medical or family emergency). Appeals can be made verbally to our Operations Manager, Tim Gadbury at  1-217-762-7821 or in writing by sending an email to operatons@piattran.org within five (5) business days of receiving notification of the offense.  To appeal the decision of the Operations Manager, you can contact the Director, Jami Trybom at 217-762-7821, or via email at director@piattran.org.

 

A passenger may appeal the suspension of any riding privileges resulting from disruptive behavior by contacting the Director, Jami Trybom, at 217-762-7821 or via email at director@piattran.org.  within five (5) business days of receiving notification of the suspension. 

 

Additionally, if you further wish to appeal the above process, a written appeal can be sent to the Piatt County Transportation Committee, consisting of three board members.  Meetings for the Transportation Committee occur the first Thursday of the month, and the schedule of meetings can be found at www.piattcounty.org. This appeal may be submitted to the Piatt County Transportation Committee by mailing a written appeal to 1925 N Market Street, Monticello, IL 61856.  This appeal must be sent within ten (10) business days of receiving the outcome of the first appeal. 

 

 

HOURS OF OPERATION                                          

Demand Response Routes                                                  
Monday - Friday – 6:30AM - 5:30PM                                             
Saturday – Closed                                                                           
Sunday – Closed                                                                                
Office Hours: Monday-Friday……8am-5pm