The rider and the driver, answered on one line.
Reservations, where’s-my-ride calls and the driver at the curb, settled on the call by your program’s rules.
Moving freight, not riders? Transportation
Bellmoor AccessRun 12
9:41 AM
Van 31 · Andre M.
Thursday
- PickupRay K.2140 Lakeshore DrDone at 8:54
- PickupGrace L.Bellmoor Community CenterDone at 9:36ZumuCalled her out at the curb
- Pickup
Hana S.Canceled 6:58 AMOff the runZumuTook the cancellation · slot reopened - PickupTom R.Elm St & 4th AveNext · 9:52ZumuCalled 8:14 · moved up from 10:25
- Drop-offGrace L.Civic LibraryETA 10:02
The driver couldn’t find her. She boarded at 9:36.
Grace’s Thursday on Bellmoor Access, from her side of the line and from her driver’s.
Wed3:40 PM
Rider · Phone · reservations
“I need to be at the Civic Library by ten tomorrow.”
Trip scheduled Thu · window 9:10–9:40 AM
BOOKEDThu8:14 AM
Driver · Run 12 · tablet
Run updated Tom R. moved up to 9:52 · a cancellation freed the slot
9:22 AM
Rider · Phone · where’s my ride
“Is the van coming? I’m inside, by the elevator.”
Found van 31 One stop away · there by 9:33
ON TIMEDriver · Run 12 · tablet
Note to the driver Grace L. waits inside, by the elevator
9:34 AM
Rider · Bellmoor calls Grace
“Coming out now.”
Told Grace Andre is at the south entrance
Driver · Phone · driver line
“I’m at the south entrance for Grace. Nobody’s here.”
Checked the trip note She’s inside · calling her out
FOUND9:36 AM
Both lines
BOARDEDInside the 9:10–9:40 window
11:50 AM
Rider · SMS · ride home
“I’m done early. Can my ride home be 12:30?”
Return moved to 12:30–1:00 PM
CONFIRMED
Your rider guide is the rulebook.
| Clause | The rule | The call it answered | How it ended |
|---|---|---|---|
| 2.1Reservations | Next-day reservations close at 5:00 PM the day before. | Wed 4:52 PM · PhoneIs it too late to book for tomorrow morning? | BOOKEDThu · 8:40–9:10 AM |
| 4.1Cancellations | Cancel at least two hours before your window, or it counts as a late cancellation. | Mon 7:02 AM · PhoneI’m sick today. Please cancel my ten o’clock. | CANCELEDOn time · slot reopened |
| 5.2Companions | A personal care attendant rides free when listed on your eligibility. | Tue 10:15 AM · SMSCan my aide come with me on Friday? | BOOKEDAttendant added · Fri |
| 6.1Service area | Trips begin and end within ¾ mile of a fixed bus route. | Thu 2:30 PM · PhoneCan you take me to the outlet mall in Hollins Ridge? | BOOKEDSat · Park & Ride, 10:00 AM |
| 8.3Lift or ramp failure | The operator stays with the rider, and dispatch sends a replacement vehicle. | Thu 10:40 AM · Driver lineThe lift won’t deploy, and my rider uses a wheelchair. | DISPATCHEDKeisha briefed · van 22 on the way |
Your policy stays in charge.
Who decides eligibility and no-shows?
Your records and your policy. The agent reads eligibility from your rider records before it books, applies your no-show and late-cancellation rules exactly as written, and sends anything your rules keep for a person to dispatch with the brief.
Which scheduling systems does it work with?
Trapeze, RouteMatch, Ecolane and Spare, and any scheduling or dispatch system with an API. While the rider is on the line, it checks eligibility, reserves, changes and cancels trips, reads the van’s live position and writes every call back to the trip.
Can riders manage subscription trips?
Yes. Riders pause, change or cancel a standing trip on a call or by text. The agent reads back exactly which dates change and which stay booked, and the schedule updates while the rider is still on the line.
Reserve rides by the book.
Upload your rider guide, and your agent books a next-day trip inside your pickup window.
Van 31 · BOARDED 9:36 AM
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