EZ Rider

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About EZ Rider Service Hours of Operations & Holidays Contact Information Certifications Eligibility Reservations Service Animals

About EZ Rider Service

EZ Rider (paratransit service) is a demand-response, shared ride service providing door to door service on an advance reservation basis. EZ Rider transports individuals who are unable to use the fixed route system (some or all of the time) due to a disability in accordance with the Americans with Disabilities Act (ADA). EZ Rider uses lift-equipped vehicles serving the Town of Chapel Hill, the Town of Carrboro and surrounding areas within ¾ of a mile of the fixed-route bus system. 

Hours of Operation & Holidays

Chapel Hill Transit operates the following days and times:

Monday - Friday: 5:30 AM - 11:00 PM

Saturday: 8:00 AM - 11:00 PM

Sunday: 10:30AM - 11:00 PM

Sunday Service:  10:38am – 11:17pm (EZ Rider will only operate the Premium service (10:00am - 4:00pm) within the town limits of Chapel Hill and Carrboro (Wal-Mart and Carolina Pointe I & II will not be served) on a demand-only basis.  Reservations for Sunday service must be requested no later than 12:00pm on the Friday prior to the requested Sunday service date.) Reservations: Reservations can be reached Sundays – Saturdays, 8:30am – 5:00pm.

Saturday Service operates on the following Holidays: Martin Luther King Jr. Day, Good Friday, Christmas Eve, Day after Thanksgiving, Day after Christmas.

EZ Rider is closed on the following Holidays: New Years' Day, Memorial Day, Labor Day, Independence Day, Thanksgiving Day and Christmas.

Contact Information

  • Reservations: (919) 969-5544 * Hours: Monday - Friday: 8:00 AM - 5:00 PM
  • Dispatch Hours:

Monday - Friday: 5:00 AM - 7:00 PM

Saturday: 8:00 AM - 7:00 PM

Sunday: 10:30 AM - 7:00 PM

After-Hours Supervisor (Emergency only): (919) 259-6327 Hours: 7:00 PM - 11:00 PM

Certification: (919) 969-4920

Customer Feedback: (919) 485-7433

Lost & Found: (919) 969-4901

Email: chtransit@townofchapelhill.org

Certification Eligibility

All EZ Rider customers must be certified to use the service. Eligibility is determined on a case-by-case basis. According to ADA regulations, eligibility is strictly limited to those who have a permanent or temporary physical or mental impairment that substantially limits one or more major life activities and prevents them from using fixed route services.  Eligible customers must complete an application. The application must be completed by you and your medical provider. You can obtain an application by calling EZ Rider at (919) 969-4920 or click the following link EZ Rider Certification/Application Form

Appeals Process

If an applicant is denied eligibility for EZ Rider, they may appeal the decision and obtain a review of the denial. Any person who wishes to appeal a denial of service (or the conditional nature of such determination) shall do so by filing a written Notice of Appeal (letter) to Chapel Hill Transit at the following address:           

                    Chapel Hill Transit

                    EZ Rider Operations Manager

                    6900 Mill House Road

                    Chapel Hill, NC 27516

 

All appeals must be filed within sixty (60) calendar days of receipt of the Determination of Eligibility. Within ten (10) business days, the applicant will receive written notice from Chapel Hill Transit as to the date, time and location of the scheduled appeals hearing.

Reservation Guidelines

Advance reservations must be reserved for all trips.  Below are the reservation guidelines:

  • Trips may be reserved up to 7 days in advance.
  • Trip must be reserved at least 1 day in advance.
  • Each leg of a trip must be at least 1 hour apart.

Making Reservations

Please give the Reservationist:

  • Eligible Customer's Name 
  • Eligible Customer's Origin/Destination (Location) Address(es)
  • Eligible Customer's Requested Pick-Up or Scheduled Appointment Time
  • Eligible Customer's Mobility Aid(s), if applicable
  • Eligible Customer's Number of Traveling Persons (i.e. Companion and/or Personal Care Attendant (PCA)) 

Riding Tips For Your Trip

  • Be ready at the door at least 5 minutes prior to the scheduled 20 minute pick-up window.
  • Be visible. Operators are only permitted to wait for 3 minutes.
  • Wait near your door. Operators are not permitted to enter your home.
  • Operators will assist you from your door to the vehicle and from the vehicle to the door of the destination.
  • Operators will assist with up to 4 shopping bags, weighing no more than 20 pounds each.

Subscription

A trip that occurs on a regular, consistent basis (i.e. same day (s) of the week, same date (s) in the month, time, origin and destination, etc.). Subscription service is available to any eligible EZ Rider customer who meets the criteria indicated in the definition above.

Open Return or Will Calls

An “open return” or “will call” is a trip without a scheduled pick-up time. “Open Returns” or “Will Calls” are trips requested primarily when a customer is unsure of the time they will be ready to go to their next destination. “Will Calls” will be for medical related trips only.

Service Animals

Service animals are permitted on all EZ Rider vehicles. The Americans with Disabilities Act (ADA) requires transit entities to allow people with disabilities to bring their service animals on their properties wherever customers are generally allowed.

Service animals are defined as dogs or other animals that are individually trained to do work or perform tasks for people with disabilities, in order to meet the criteria to be eligible as a Service Animal under the Americans with Disabilities Act. Under the ADA, service animals must be harnessed, leashed, or tethered, unless these devices interfere with the service animal’s work or the individual’s disability prevents using these devices. In that case, the individual must maintain control of the animal through voice, signal, or other effective controls.

Common Wheelchairs

Chapel Hill Transit will accommodate and provide transportation to customers and their mobility device in accordance to ADA guidelines and vehicle specifications.  A common wheelchair is defined as a wheelchair measuring 30 inches by 48 inches and not weighing more than 600 pounds (combined weight of customer and mobility device). If any of our vehicles have a lift platform that exceeds the dimension of 30 inches by 48 inches, Chapel Hill Transit will transport the customer and their mobility device. 

Chapel Hill Transit reserves the right to deny transportation to an occupant if the wheelchair is so large it would block an aisle or would interfere with the safe evacuation of passengers in an emergency.    

Links:

EZ Rider Customer Handbook

EZ Rider Welcome Packet

EZ Rider One-Page Summary

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