Policy Updates

Policy Changes Effective May 18, 2015

COTA held a public meeting on Monday, March 23, 2015 for May Service Changes to the Mainstream service.

COTA Mobility Services accepted and considered comments until April 23, 2015. The following policy updates will be implemented on Monday, May 18, 2015.

Click here to view the new No Show, Cancel at Door and Late Cancellation Policy effective Monday, May 18, 2015.

30-Minute Pickup Window

COTA Mobility Services pickup window will be zero (0) to thirty (30) minutes after the scheduled pickup time. Example: Scheduled Pickup Time is 10:00 a.m. The driver can arrive anytime between 10:00 a.m. and 10:30 a.m. At 10:31 a.m., the driver would be considered late. This will eliminate drivers arriving earlier than the actual scheduled pickup time, and reduce the number of customer complaints of the bus pulling off prior to the customer's actual pickup time.

Mainstream Reservation Hours

COTA's Mainstream Reservations Department is currently open:

Monday-Friday 7:00 a.m.-6:00 p.m.
Saturday 8:00 a.m.-6:00 p.m.
Sunday 8:00 a.m.-6:00 p.m.

No changes to Saturday and Sunday hours will occur. The new hours will allow for better customer service to cover the peak call times during the day and will allow for a better opportunity to schedule more efficiently for the next day of service. COTA Mainstream currently takes 90% of calls Monday through Friday between 7:00 a.m. and 6:00 p.m.

Recent Updates

All updates and changes will be added into the Accessible Services Guide for Paratransit Users. To receive a copy of the Accessible Services Guide for Paratransit Users, please contact COTA Mobility Services at (614) 308-4379.

Effective February 1, 2015

All Non-ADA trips will need to be scheduled with COTA Mainstream reservations by calling (614) 272-3033. Customers will no longer call UTS to schedule their Non-ADA trips. These trips will be provided by First Transit.

When the vehicle arrives it will be a COTA branded vehicle and shared ride system. The reservations department will negotiate a time that will get you to your destination while maximizing the efficiency of the operation. Non-ADA trips are reserved based on scheduling availability. If you have any additional questions about Non-ADA service, please contact Tiffany Pannell, Manager, Mobility Special Programs at (614) 275-5905.

Effective January 12, 2015

COTA Mobility Service will be implementing an update to the No Pay Policy:

The No Pay Policy update provides clarification on the steps that will be taken by Mainstream staff and drivers when ADA customers do not have their fare at the time of pick-up. View the policy here. Please be reminded that customers are responsible for paying their fare at every boarding.

Customers are responsible for paying their fares when they board the vehicle. Customers must also have the exact fare ready. COTA Mainstream drivers to not carry change and cannot accept checks, money orders or credit cards. Customers who are unable to pay the fare upon arrival for the first part of their trip will not be transported. Return trips home may be provided on a case by case basis. The customer's record will show the number of unpaid trips that were provided.

COTA Mainstream reservations may be made up to seven days prior to a request trip and must be made one day in advance of the requested trip. COTA Mainstream does not reserve same-day trips. Same-day trip changes are subject to scheduling availability. If a trip needs to be changed by a customer due to circumstances beyond his or her control (example: a medical appointment took longer than expected) or if a trip was entered in error, COTA Mainstream will re-book the trip based on scheduling availability.

Effective January 1, 2015

All eligible COTA Mainstream riders with a valid ADA I.D. card may ride COTA's fixed route service at no charge.