What is an on demand ride?

The Ride On-Demand Program is an on demand transportation service available to a select group of RTC Paratransit customers. This program allows customers to schedule a ride within minutes, without having to wait for a pick-up time. The Ride On-Demand Program will operate in conjunction with all existing RTC services and participation in the Program will not affect RTC Paratransit eligibility

IMPORTANT NOTICE:

Given the recent COVID-19 pandemic, the RTC and Lyft are committed to the safety of both passengers and drivers. During your enrollment process for the Ride On-Demand Program, you agreed to adhere to both RTC and Lyft policies. Lyft has notified the RTC that, effective immediately, they will be requiring passengers to abide by specific COVID-19 pandemic policies. CLICK OR TAP HERE TO READ ABOUT LYFT’S NEW SAFETY PROCEDURES.

Quick Links

• Fund My Account – For Clients who do not book rides with a smartphone app.
• Frequently Asked Questions (PDF)
• Service Guide

Program Benefits

• The Ride On-Demand Program allows clients to schedule a ride within minutes.
• Clients may book trips 24 hours a day, 7 days a week, by using the Lyft or RTC On-Demand Apps, by booking on the RTC On-Demand website via a computer or tablet, or by calling the Ride On-Demand Customer Service line at (702) 676-1801.
• The wait time may be as little as five minutes.
• Ride fares are often the same as RTC Paratransit.
• On-Demand service results in greater convenience and flexibility when scheduling medical appointments, work schedules, shopping, etc.

Service Comparison

Service Type:RTC paratransitRide On-DemandFare$3 per rideAs low as $3 per rideBooking time frameMinimum one day in advance – no same day serviceOn-Demand – Instant request to dispatch rideDay-of wait time30 minute windowAs little as five minutes in core service areaTrip ReservationsBy phone or myRTCpara websiteVia any computer, tablet, mobile device or a call-in option

Program Details

• Monthly Ride Cap: All Ride On-Demand clients will be assigned a monthly ride cap. This ride cap will be determined based on your previous 6-month RTC paratransit ridership, and should not cause you to alter your typical travel patterns. RTC paratransit is still available to those clients who have exhausted their monthly ride allowance.
• Ride Cost: Clients pay the initial $3 of the ride fare. The RTC will then pay the next portion of the fare to cover approximately a 10-mile trip. If the total ride fare exceeds the RTC’s subsidy, or goes beyond a 10-mile radius, it is the responsibility of the client to cover any additional costs. The client’s portion of the fare will always be provided to the client prior to confirming the trip booking. Please note that cancellation fees may be assessed for client no-shows and ride cancellations without proper notice.
• Service Area: The Ride On-Demand Program will operate in the same service area as RTC paratransit. You can see if a specific address is within the service area by going to the following website: https://www.rtcsnv.com/ways-to-travel/paratransit-accessibility/service-area/.
• Veterans: The RTC Ride On-Demand Program is available to Veterans who are enrolled in our Veterans Medical Transportation Network (VMTN) service. You can find enrollment information for this service by going to the following website: https://www.rtcsnv.com/ways-to-travel/transit-services/services-for-veterans/. For veteran clients, the RTC will pay the Ride On-Demand fare to cover the initial 10 miles of the trip. It is up to the client to cover any portion of the fare above the RTC subsidy. Veteran clients may only travel to and from the following six VA clinics:

1. 1. VA Southern Nevada Healthcare System (medical center) – 6900 N. Pecos Road
   2. Northwest Primary Care Clinic – 3968 N. Rancho Drive
   3. Southwest Primary Care Clinic – 7235 Buffalo Drive
   4. Southeast Primary Care Clinic – 1020 S. Boulder Highway
   5. Northeast Primary Care Clinic – 4461 E. Charleston Blvd.
   6. Mike O’Callaghan Federal Hospital – 4700 N. Las Vegas Blvd.

Veterans enrolled in VMTN using VMTN Paratransit service are not eligible to participate in the Ride On-Demand program.

• Client Eligibility: Clients interested in the Ride On-Demand Program must be RTC paratransit certified. Additionally, the Ride On-Demand Program is targeted to frequent users of RTC paratransit. If you are interested in participating in this program, please complete the form below. Alternatively, you can call us at (702) 228-4800 or send an email to [email protected]. Once your interest form is received, RTC Staff will evaluate you for enrollment into the program and reach out to you accordingly. Eligible customers will receive an email or phone call with next steps to formally enroll in the program.

Join the Program

First Name

Last Name

Email

Phone/Mobile

Client Paratransit ID #

Do you need a wheelchair accessible vehicle?

Yes

No

Do you have a smartphone, or access to a computer or tablet?

Yes

No

Follow the RTC Blog

Yes, I would like to receive the blog via email

No, I do not wish to receive the blog

I have read and agree to the following: 
You understand and agree that by participating in the RTC program RTC will receive information about your ride history, including: the zip code and address of your trip pick-up and drop-off location, the vehicle option (i.e. Lyft Classic, Lyft Plus), date and time of ride, duration of ride and ride cost. The RTC may also provide email communications to you that include but are not limited to the following: marketing communications, newsletters, RTC service updates RTC news, RTC promotions, and RTC surveys. All marketing material from the RTC will provide you the ability to unsubscribe.

Submit Form

Fund Your Account

Ride On-Demand clients that utilize a smartphone app will set up their own account with their own debit or credit card information for payment.

Clients who must prepay for their trips may fund their accounts by using the RTC On-Demand App on smartphones, by accessing the website via a computer or tablet at book.rtcondemand.rideco.com, by making payments in person at 600 S Grand Central Parkway Monday through Thursday 7 AM to 5:30 PM, or by mailing in checks or money orders to 600 S Grand Central Parkway. Clients must allow sufficient processing time for mailed funds to be credited to their accounts.

For assistance in setting up payment information in the app or on the website clients may call Ride On-Demand Customer Service at (702) 676-1801.

Video Guides – How it Works

For paratransit clients:

For veteran clients:

Ride Issues

Lost and Found

• For Lyft rides, please visit the following website for information regarding how to contact your driver or Lyft customer service to locate your lost item: https://help.lyft.com/hc/en-us/articles/115012922987-Lost-found-for-passengers
• For non-Lyft rides, please call the Ride On-Demand Customer Service team at (702) 676-1801

Debit Card Usage

• If you use a debit card to pay for your Ride On-Demand rides, please know that your financial institution may place a temporary hold on funds in addition to the cost of the ride. This temporary holding of funds, or authorizations, can take anywhere from 3 to 5 business days to drop off.

Driver Routing

• Ride On-Demand technology relies on Google Maps to determine the most efficient and expedient routing. Google Maps analyzes many factors in determining the fastest route including: traffic conditions, traffic congestion, known detours, time-of-day, etc. This can lead to alternate routing, and possibly different pricing, despite traveling to the same locations. Drivers may take alternate routes to avoid construction, blocked roads, or heavy traffic when necessary.

Fees and Charges

• For Lyft riders who believe there has been an overcharge or a billing error, the following link may be used to contact the Lyft Support team https://help.lyft.com/hc/en-us/requests/new?ticket_form_id=724707.
• For non-Lyft riders, please call the Ride On-Demand Customer Service team at (702) 676-1801
• Clients who do not use a smartphone APP or login to a website may call the Ride On-Demand Customer Service team (702) 676-1801.
• Ride On-Demand Customer Care at (702) 676-1801 is available 24 hours a day seven days a week to assist

Feedback

If you are a current Ride On-Demand Program user, we would like to get your feedback about the program. Please use the appropriate link below to share your feedback and experience with us.

If you book your ride via a mobile App:

https://www.surveymonkey.com/r/CW6D2CF

If you book your ride by calling our Call Center:

https://www.surveymonkey.com/r/CS5LN87

Additionally, please feel free to contact RTC Customer Care at (702) 228-4800 if you would like to provide feedback. You can also send an email to [email protected].

Abbreviations Used

EB – Eastbound
FS – Farside (Past the intersection)
LVB – Las Vegas Blvd.
NB – Northbound
NS – Nearside (Before the Intersection)
SB – Southbound
WB – Westbound

Contact Us

For questions about your eligibility or if it has been 72 hours without a reply, please contact the RTC at [email protected]

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