Shared Responsibilities

The provision of a shared-ride service is a joint responsibility between Access Calgary and its service providers, our customers, and their families. By following these guidelines, you will help us provide safe, efficient, and responsive service.

Customer Responsibilities

• To be ready at the start of your confirmed pick-up time window so as not to delay other customers’ trips (e.g. if your time window is confirmed for 10:00 a.m. to 10:20 a.m., you need to be ready to go at 10:00 a.m.).

• To cancel any trips you no longer require with at least two (2) hours notice (see "How do I Cancel a Trip Request").

• To call if you still need your Subscription trip request on a General Holiday.

• To call ACROBAT the morning of your trip to confirm that your Wait Listed trip has been accommodated.

• To place a hold on your subscription trip requests if you are on vacation or otherwise away.

• To ensure your residence, and where possible, your destination, is accessible.

• To ensure the sidewalks and stairs outside your private residence, and where possible, your destination, are cleared of snow and ice.

• To wear your personal seatbelt and the vehicle’s seatbelt during your transportation unless you have a medical or equipment exemption with Access Calgary.

• To wait for assistance when entering or exiting the vehicle to ensure your safety.

• To update your personal information file call 537-7770 (e.g. address change, emergency contact change, etc.).

• To ensure children traveling with you are properly secured.

• To provide your own attendant if:
  1. You require help with interior stairs at your point of origin or destination;

  2. You require assistance with exterior stairs that exceed the stair policy;

  3. You require assistance carrying equipment, parcels, and other items beyond the suggested two (2) bag limit;

  4. Access Calgary determines you require an attendant because your conduct during transportation compromises the safety and/or comfort of yourself, other customers, or the driver.

  5. If you cannot be left alone at your destination.