MAKING RESERVATIONS

When Can I Make a Reservation?
Reservations can be taken anytime during River Valley Metro hours of operations. Trip requests are available on a first come, first serve basis. All trips are subject to availability.

  • Reservations can be made up to 14 days in advance.
  • Next day trips must be scheduled no later than 4:30 pm the day before.
  • Return trips must be scheduled when pick-up reservation is made.
  • Requests for “same day” trips are accepted, but are subject to availability and are not guaranteed.
  • Keep the opening and closing times of your destination in mind, so you don’t have to wait outside. Just a reminder—first appointments of the day could make you wait outside.

Should I Schedule a Pick-up or Drop-off Appointment?
You can choose what time you are picked up or dropped off, but not both. If you need to be somewhere at a specific time, like an appointment or work, you need a Drop-off Appointment. If you know when you want picked up, you need a Pick-up Appointment.

Will I be Guaranteed to Get the Trip I Want?
All trips are accepted on a first come, first serve basis. There are times that the schedule is full and we are unable to meet your request. When possible Metro will recommend alternate windows to meet your needs. You do not have to accept this alternate window.

What Information Do I Need When Making a Reservation?
Please give the information in the order listed below:

  • Last name, first name
  • Date of appointment
  • Payment Method
  • Pick-up location
  • Drop-off location (actual address/name of facility)
  • Time to arrive or requested time for pick-up
  • Will a Personal Care Attendant or guest be traveling?
  • Trip Comments – Specific drop-off or pick-up instructions (which door in a large facility), etc.
  • Return Trip Information

Reservation Tips

  • Reserve trips early; this provides the best chance of getting your first choice.
  • Have the physical address of your destination available before calling.

CHANGING RESERVATIONS

To change a reservation call 815-937-4287. Changes must be made by 4:30 pm the day before the trip. All changes are subject to availability. Any same day changes are considered cancellations and a same day trip request. These requests are subject to availability and not guaranteed. Destination changes are not permitted at the time of pick-up or while on board the vehicle unless authorized by dispatch.

CANCELLING RESERVATIONS

As soon as you are aware that you no longer need a trip you have scheduled, call 815-937-4287 to cancel. If the office is not open please leave a message with your name, date of trip and trip details relating to the cancellation. If you need to make a cancellation on a trip for that day, please cancel as soon as possible. Cancellations that are made less than 2 hours prior to your pick -up window or drop-off window will be considered a late cancel and may result in loss of riding privileges.

For more detailed information regarding reservations refer to the ADA Rider’s Guide.