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ADA Policy


In accordance with the Americans with Disabilities Act (ADA), public transit providers are required to provide ADA Complimentary Paratransit Service to those who, because of functional disability, are unable to independently access or use fixed-route system either all of the time, temporarily or under certain circumstances. ADA Paratransit service for Charlottesville and urban Albemarle is provided by JAUNT; eligibility is determined by Charlottesville Area Transit.

Federal regulations define the ADA paratransit service area as being within ¾ mile on either side of a local bus route when that route is in operation. JAUNT service is available for those with physical, cognitive, or other disabilities that prevent them from using CAT’s fixed-route bus system for all their trips. JAUNT trips may be scheduled for anytime during CAT’s normal administrative office hours. JAUNT is committed to providing safe, reliable, and satisfying transportation options for our community which meet or exceed the Americans with Disabilities Act and recognized paratransit practices.


JAUNT’s paratransit service is a demand-response, space available, origin to destination public transportation system. Reservations are made on a first-come, first-served basis. Persons who are deemed ADA eligible are provided non-emergency transportation for travel beginning and ending within the ¾ mile corridor of the CAT fixed-route system. The paratransit service is designed to meet the requirements of the Americans with Disabilities Act (ADA) of 1990. JAUNT’s vehicles that are specially equipped with wheelchair lifts and other accessibility features that allow for maximum mobility for customers with disabilities whose functional limitations prevent them from using the fixed-route service. The following two types of services are offered by JAUNT’s paratransit service:

The JAUNT ADA Paratransit Policy and Procedures Manual is designed to inform Americans with Disability Act (ADA) Paratransit eligible consumers and JAUNT’s employees about JAUNT’s ADA transportation services. This manual includes policies and procedures, rules and regulations, and guidelines for use of JAUNT, along with answers to many questions about the program. All JAUNT paratransit customers and employees should review this manual carefully and refer to it whenever questions arise. For additional information, please contact the JAUNT ADA Coordinator at 434.296.3184 x102 during the hours of 8:30am-5:00pm, Monday through Friday.


The Americans with Disabilities Act (ADA) requires complementary paratransit, because there will always be people with disabilities who are unable to navigate fixed route bus systems on their own. ADA regulations specifically define a population of customers who are entitled to this service as a federally protected civil right. JAUNT provides paratransit through a subrecipient arrangement with Charlottesville Area Transit (CAT), The City of Charlottesville, and Albemarle County. Information on this policy and other relevant information for the general public regarding utilization of ADA paratransit services can be found on our website.,, at our ADA Policies & Procedures page and the CAT website. Also, the ride guides for both JAUNT and CAT contain information regarding ADA transportation.


JAUNT provides a range of regional public transportation services to the City of Charlottesville, Albemarle County, Louisa County, Nelson County, Fluvanna County and Buckingham County. It offers two distinct types of services throughout the region: regional rural transit and complementary paratransit. Both types of service offer transport for citizens with limited mobility due to a disability. The purpose and intent of this document is to provide policies and procedures for only those citizens who have been identified as ADA eligible passengers. Refer to JAUNT’s website,, for more information regarding rural and commuter public transportation services, and applicable policies and procedures.


JAUNT’s paratransit service is a demand-response, space-available, origin-to-destination public transportation system. Reservations are made on a first-come, first-served basis. Persons who are deemed ADA eligible are provided non-emergency transportation for travel beginning and ending within the ¾ mile corridor of the CAT fixed-route system.

The paratransit service is designed to meet the requirements of the 1990 Americans with Disabilities Act. JAUNT’s vehicles are specially equipped with wheelchair lifts and other accessibility features that allow for maximum mobility for customers with disabilities whose functional limitations prevent them from using the fixed-route service. The following two types of services are offered by JAUNT’s paratransit service:

1. Advanced Reservation Service

Advanced Reservation service allows an individual customer to schedule a reservation for a trip anywhere within the ¾ mile corridor for no more than 14 days in advance. There is no limit on the number of trips you may request in one day within the 14-day period. There are no restrictions on trip purpose, and all requests for trips are accepted and handled on an equal basis. Changes to the destination must be made 24 hours ahead of time. Scheduling requests for service can be made the day before the trip is to be taken or up to 14 days in advance. Since service is provided on a first-come, first-served basis, customers should make reservations as early as possible and give the reservationist specific times to be picked up for return trips. JAUNT will attempt to schedule a trip request for the time requested. However, the reservationist may alter the time, (with a variation of one hour before or after), to allow for other passengers to travel to a similar area. JAUNT will make all reasonable attempts to provide same day service or a same day change in time of service. The Federal Transit Association (FTA) considers this to be a premium service that is not required but may be offered as a transit agency can accommodate a request.

2. Subscription Service

Subscription service is considered to be a premium service. The ADA does not mandate this service, but JAUNT chooses to offer it as a convenience to its passengers. Subscription service is the practice of providing trips that have a repeated pattern (same origin and destination, same pick-up and/or drop-off time, and same day) over an extended period without requiring that individual call to reserve each ride. Typical uses for subscription services include traveling to work or school each weekday or to dialysis each week. Therefore, individuals who have schedules that change frequently are not eligible for subscription service.

There are limits on subscription service. First, the ADA limits the amount of subscription service that can be offered by JAUNT. Requests for subscription service may be limited to specific trip purposes and for no more than 14 days in advance. Second, subscription service is offered on a limited basis for trips that recur weekly at the same time to and from the same addresses.

Once a subscription schedule is confirmed by JAUNT, the customer does not have to make any further reservation calls, except to cancel any trip they do not plan to take. Long-term, permanent changes to a rider’s subscription service must be submitted to JAUNT’s reservationists at least two weeks prior to the date when the change will take effect. JAUNT cannot guarantee that changes in subscription service can be accommodated.


JAUNT’s ADA paratransit service is available within a ¾ mile radius of CAT’s fixed route system. A map showing the fixed route network can be found at Within this defined area, trips will be provided by the paratransit service upon request. Origins and destinations outside of this service area will not be served by the ADA paratransit service, though they may be reached by JAUNT’s rural transit service.


The hours of operation for ADA paratransit are Monday – Saturday, 6:00 a.m. to 12:00 a.m., Sunday 6:00 a.m. to 10:00 p.m. Service operates with unlimited capacity on all holidays, except Christmas Day (JAUNT provides no service systemwide on that day). For specific dates of these holidays during the current year, please call JAUNT’s offices at 434-296-3184.

Days and hours of operations may change periodically. Therefore, JAUNT will assess any changes and update this page as needed.


According to the Americans with Disabilities Act, JAUNT’s fare for ADA paratransit service is two times the comparable CAT fixed-route rate, with a maximum one-way fare of $1.50. Customers are required to pay the fare to the driver as they board the vehicle. Exact fare is required; drivers do not carry or make change. A registered personal care attendant may accompany his/her client at no additional charge. One other additional companion may accompany the individual with prior notice to the reservationist for $1.50 each way. Additional companions may be transported on a space-available basis for the same fare.


All ADA eligibility determinations are processed through CAT, who determines the process for ADA certification. This information shall be assessed annually and updated as needed based on any changes from CAT. For information on its ADA Paratransit policy, application and eligibility procedures, contact CAT at 434-970-3849.

Title 49 CFR Part 37 has established (3) three general eligibility categories or criteria for determining which riders are eligible for ADA paratransit services:

1) Any individual with a disability who is unable, as the result of a physical or mental impairment (including a vision impairment), and without the assistance of another individual (except the operator of a wheelchair lift), to board, ride, or disembark from any vehicle on the system which is readily accessible to and usable individuals with disabilities.

2) Any individual with a disability who needs the assistance of a mobility device lift or other boarding assistance device and is able, with such assistance, to board, ride and disembark from any vehicle which is readily accessible to and usable by individuals with disabilities if the individual wants to travel on a route on the system during the hours of operation of the system at a time, or within a reasonable period of such time, when such a vehicle is not being used to provide designated public transportation on the route.

a. An individual is eligible with respect to travel on an otherwise accessible route on which the boarding or disembarking location which the individual would use is one at which boarding or disembarking from the vehicle is precluded

b. An individual using a mobility device is eligible for paratransit service if the individual’s mobility device cannot be accommodated on an existing vehicle (e.g., because the vehicle’s lift does not meet the standards of 49 CFR Part 38), even if that vehicle is accessible to other individuals with disabilities and their mobility devices.

3) Any individual with a disability who has a specific impairment-related condition which prevents such individual from traveling to a boarding location or from a disembarking location on such system.

a. Only specific impairment-related conditions which prevent an individual from traveling to a boarding location or from a disembarking location are a basis for ADA paratransit eligibility. A condition which makes traveling to boarding location or from a disembarking location more difficult for a person with a specific impairment-related condition than for an individual who does not have the condition, but does not prevent the travel, is not a basis for eligibility.

b. Architectural barriers not under the control of the public entity providing fixed route service and environmental barriers (e.g., distance, terrain, weather) do not, standing alone, form a basis for eligibility. The interaction of such barriers with an individual’s specific impairment-related condition may form a basis for eligibility, if the effect is to prevent the individual from traveling to a boarding location or from a disembarking location.

Types of Eligibility

The ADA requires consideration of eligibility for trips that an applicant or rider makes or might make. For this reason, different types of eligibility have developed in the transit industry, including:

Unconditional eligibility (all trips): When it is not reasonable to use the fixed route service under any circumstances, regardless of weather, distance to the stop, etc.

Conditional eligibility (some trips): When an individual can be reasonably expected to make some trips on the fixed route service. For example, a person may be able to reach bus stops that are no more than three blocks away, and where there is a safe, accessible path of travel, but may require paratransit if distances are greater than three blocks, or if there are travel obstacles such as steep hills, 5 deep snow or ice, or other obstacles. Another person may have a variable health condition; on some days fixed route use is possible and on other days, it is not.

Temporary eligibility: The ADA also includes temporary eligibility for individuals with disabilities that prevent them from using the fixed route system for a limited period of time. It may be given to those who receive travel training regarding how to use a fixed route system.

Complementary Paratransit for Visitors

Visitors to Charlottesville, VA who are disabled and require paratransit services, shall, for the period of their visit, have the same rights and privileges regarding ADA paratransit service as an eligible local user, without any higher priority being given to either. These requests will be reviewed and processed by CAT within one business day. A visitor is defined as someone who does not reside in the jurisdiction(s) served by the public entity or other public entities with which it/they coordinate(s) paratransit service. A visitor can become eligible in one of two ways:

1) Present documentation from his or her “home” jurisdiction’s paratransit system. “Full faith and credit” willbe given to the ID card or other ADA documentation from the other entity.

2) If the individual has no such documentation, CAT may require the provision of proof of visitor status (i.e., proof of residence somewhere else) and, if the individual’s disability is not apparent, proof of the disability (e.g., a letter from a doctor or rehabilitation professional). No documentation of disability is being required if the visitor’s disability is apparent, such as, for example, a person using a wheelchair, or an individual who is blind or has a vision impairment and travels with a guide dog. The transit agency must provide paratransit service to the individual.

CAT/JAUNT is not required to provide paratransit service to a visitor for more than 21 days per year; that is, per 365-day period from the first day of use. The visitor does not need to take the days consecutively. A review of the past history from the first date of service will be conducted to determine whether the visitor has additional days of remaining service available.


All ADA applications and appeals are processed through CAT. To use JAUNT’s ADA complementary paratransit services, a person must submit a completed ADA application to CAT. Because the ADA requires paratransit service only for people who are unable to use the fixed route service due to a disability, eligibility determination focuses solely on the person’s functional ability to use the fixed route service. The application process may include functional criteria related to the substantive eligibility criteria and, where appropriate, functional evaluation or testing of applicants. There are no fees associated with applying for ADA paratransit service.


All JAUNT drivers are trained in passenger assistance techniques and will provide passenger assistance, if requested, in boarding and disembarking the vehicle. Passenger assistance may include guiding the passenger to the vehicle, lending a steady arm for balance in boarding the vehicle, finding a seat or securing a wheelchair. The driver may refuse service if the passenger cannot safely travel to and from the vehicle without the driver lifting or carrying the passenger. Individuals who need extensive assistance in traveling should arrange for a personal care attendant to accompany and assist them. ADA paratransit does not provide personal care attendants.

JAUNT will provide assistance requested by or on behalf of a passenger with a disability in moving between the entrance or other vehicle drop-off point and the location where passengers board and disembark from the vehicle. This includes assistance in accessing key functional areas of their destination and providing assistance to passengers in a manual wheelchair who need help descending or climbing steps. The latter assistance is limited to one step. Drivers are required to push manual wheelchairs up and down an ADA compliant ramp, unless it poses a risk and harm to the driver. This also includes drivers opening the door for a wheelchair passenger who wishes to enter or exit the main entrance of their origin and destination. In order to maintain continuing control, drivers may decline to provide assistance that causes them to lose sight of the vehicle.

ADA paratransit drivers will not enter passenger’s homes. For the safety and protection of both drivers and passengers, it is against our policy to provide this type of assistance. Drivers are required to promptly provide assistance to passengers with disabilities who are not able to get on or off a vessel without assistance and may use any means to which the passenger consents (such as lifts, ramps, boarding chairs, or assistance by the driver). However, JAUNT does not require a passenger with a disability to accept assistance if he or she is readily able to get on or off of the vehicle independently.

ADA paratransit is not a delivery service. Passengers are responsible for carrying their own belongings. Packages that cannot be stowed on a passenger’s lap or under the seat are not permitted.


A personal care attendant (PCA) is someone designated or employed specifically to help an individual with a disability meet his or her personal needs in daily living activities. Passengers needing the assistance of a PCA must indicate this on their ADA Paratransit eligibility application form. A registered PCA may accompany the ADA passenger free of charge. Individuals who need extensive assistance in traveling (beyond that which the ADA Paratransit driver can provide), including lifting, carrying, support during the ride, and behavior control, must arrange for a PCA to accompany and assist them. ADA paratransit does not provide PCAs. It is strongly recommended that a person who requires the use of a PCA always travel with him/her, since drivers cannot provide assistance beyond that which is described in the previous section.


Portable oxygen supplies and respirators are permitted on board ADA Paratransit with proper notification. Oxygen tanks must be secured so they do not move during transport. Information about the use of this equipment must be provided to the reservationist when scheduling service.



All wheelchairs and mobility devices will be accommodated. JAUNT’s ability to accommodate the wheelchair will be evaluated on a case-by-case basis. All wheelchairs must be secured to the vehicle in 7 the designated area. The driver will provide assistance in securing the wheelchair.

The dimensions and weight of wheelchairs and mobility devices JAUNT can accommodate measure no more than 30 inches wide, from outsides of wheels, and 40 inches long, from the back wheels to the required footrests, and weigh no more than 600 pounds total combined weight of the chair and person. This information shall be assessed annually and updated as needed to reflect JAUNT’s vehicle capacity.

In the event that a wheelchair cannot be secured or an individual using a wheelchair makes a request, the passengers may transfer to a regular seat on the vehicle so long as they are able to accomplish the transfer independently or with the assistance of a personal care attendant. Drivers will not lift passengers.

Seat Belts

JAUNT requires that all passengers wear seatbelts in vehicles. Persons using wheelchairs should be secured to their chairs in addition to having their wheelchairs secured to the vehicle. The driver will provide assistance in fastening seatbelts upon request.

State laws allow passengers with certain medical conditions to obtain a waiver from wearing the lap, but only if their healthcare provider documents and certifies the medical reason why the lap belt or shoulder belt should not be worn. Those who apply for a waiver (and their doctors) will be fully informed of the safety risks to the customer, other passengers and JAUNT drivers. Proper tie down of mobility devices is always mandatory. Waiver applications are available and are valid only upon verification by JAUNT. After verifying the application, we will make a notation of the exception which will appear in the driver’s instructions.

All children five years old and under must utilize a child safety seat during transport. The customer is responsible for providing and securing the car seat. Passengers must comply with the JAUNT securement policy, have an exception on file with JAUNT, or they will not be transported. Drivers are not permitted to move the vehicle until all passengers are secured, and must stop the vehicle if belts are removed during travel. For questions about the policy or to obtain a waiver application form, please email, or call 434-296-3184.


JAUNT strongly recommends that persons who wish to use the lift to board do so only when seated in a wheelchair. Persons who do not use wheelchairs but wish to use the lift to board or de-board the vehicle should inform the reservationist when scheduling service. This is necessary for vehicle scheduling considerations. Standees with disabilities who do not use wheelchairs but have difficulty using steps (e.g., an elderly person who can walk on a level surface without use of a mobility aid but cannot raise his or her legs sufficiently to climb bus steps) may also use the lift by request.


JAUNT will not deny service or restrict the use of any mobility aid, including, but not limited to walkers, crutches, canes, braces, or similar devices. In addition, JAUNT must also make reasonable modifications to these policies, practices, or procedures to permit the use of other powered mobility devices used by persons with mobility impairments (e.g., Segways), unless it can be demonstrated that a specific device cannot be operated on board the vehicles consistent with legitimate safety The dimensions and weight of wheelchairs and mobility devices JAUNT can accommodate measure no more than 30 inches wide, from outsides of wheels, and 40 inches long, from the back wheels to the required footrests, and weigh no more than 600 pounds total combined weight of the chair and person. This information shall be assessed annually and updated as needed to reflect JAUNT’s vehicle capacity requirements.


Service animals are animals that are individually trained to perform a task. You may travel with a service animal, such as a guide dog or miniature horse. Snakes, birds or other exotic animals are not considered service animals under the ADA. Comfort or therapy animals, which are used solely to provide emotional support, are also not considered service animals under the ADA. Be sure to tell the reservation agent when scheduling your trip that you will be traveling with a service animal. There is no fee to bring your service animal, and it rides fare-free. Your service animal must be under your control at all times and cannot ride on a JAUNT seat. Your service animal can ride in an approved animal carrier or can ride on the floor at your feet. If your service animal displays any aggressive or disruptive behavior, JAUNT can require that the animal be removed from the vehicle.


The following polices apply to all of JAUNT’s services, including ADA paratransit:

  • Passengers, smoking (including electronic cigarettes), eating, drinking, chewing and using illegal substances in JAUNT’s vehicles are prohibited.
  • When playing an audio device, use a headset and keep the volume low so that others are not disturbed. Also, be considerate of other passengers when using personal communication devices. Keep the conversation brief and your voice low.
  • Limit your conversation with the driver to questions regarding JAUNT services only, so the driver can focus his/her attention on safe driving.
  • A driver may refuse to transport a passenger who appears to be under the influence of alcohol, illegal or dangerous substances, or whose behavior or language appears abusive, offensive, disorderly or dangerous to himself, the driver or other passengers.
  • Passengers may not carry articles onto a JAUNT’s vehicle that cannot be held by the passenger or secured under the seat.
  • Passengers shall not place articles in the aisle of the vehicle.
  • Strollers are permitted on JAUNT vehicles only if folded.
  • A parent or guardian must accompany children 5 and under.
  • During inclement weather, JAUNT may have to limit ADA paratransit service. Specifically, service may be limited for those roads and corridorsthat pose a safety risk to the vehicle and driver. Passengers should contact JAUNT’s offices for service updates during known inclement weather occurrences.


To Schedule a Trip

Call JAUNT’s Reservation Office at 434-296-3184, 8:30 a.m. – 5:00 p.m., Monday – Friday, at least one business day before your appointment time (reservations are accepted up to 14 days in advance). After calling our main number:

  • Press 3 to schedule an ADA paratransit trip.
  • Press 2 to check on an existing trip.

Hearing-impaired customers can use TTY (for the deaf or hard-of-hearing), 1-800-828-1120, or 711 to contact JAUNT to schedule a trip. You may also email your request to

We strongly recommend that passengers call to schedule a trip as soon as possible, up to 14 days ahead of time. If a passenger is scheduling a trip for the next day, JAUNT strongly recommends a passenger call during office hours on the business day preceding the requested trip.

Be prepared to give the reservation agent the exact addresses of your pick-up and drop-off locations. If your pick-up location is at a building with more than one entrance, please indicate which entrance you will use. Tell the reservation agent if you will be riding with a mobility aid, companion, service animal, or PCA. If traveling with a PCA/companion, please also tell the reservations agent if your PCA/companion will be traveling with a mobility aid.

Scheduling Tips

  • Arrange your return trip at the same time you make a reservation for pick-up.
  • If you need to arrive at your destination no later than a specific time, please tell the reservation agent you would like to book your trip by appointment time. Please take into account for traffic, shared ride with other customers, and other possible delays when booking by appointment time.
  • If JAUNT is unable to provide a trip at the time you request, the agent will help you select another time within 60 minutes before or after your originally requested time.
  • Provide as much information as possible that can assist the driver in locating your exact pickup or drop- off location. For example, appropriate entrance, color or type of building, store name, or any other specific description. By email, this information should be kept to no more than 64 typed characters or the equivalent of one short sentence.
  • All trips are treated with equal priority. For example, a trip going to a sporting event has the same priority as a trip going to a dialysis treatment.
  • Please provide a telephone number at which you may be reached at time of pick-up.
  • JAUNT does not provide vehicle choice.

How to Cancel a Trip

Customers are expected to cancel trips at least two hours before the beginning of their pick-up window. Trips not cancelled within two hours are subject to the no show/late cancellation policy. You may cancel a trip by calling JAUNT at 434-296-3184 or TTY 711 and follow the prompts. If a customer does not cancel the trip in advance, it will be considered a “no-show” (see “No Show” Policy).

How to Pay the Fare

Each time a passenger boards the vehicle they must pay the fare in exact change or by tickets. The fare for ADA paratransit services is $1.50 each way. A companion (permitted only if scheduled in advance) must also pay the $1.50 fare.

How to Purchase Tickets

Tickets and passes may be purchased by mail or in person at the JAUNT office, 104 Keystone Place, Charlottesville, VA 22902. If paying in person, our office hours are Monday – Friday, 8:30 a.m. to 5:00 p.m. Cash or checks payable to JAUNT are accepted. We do not accept credit cards.


JAUNT is committed to the safety and security of its customers. If we provide transportation for a customer to a given location, we will make every attempt to provide the return trip, even if the customer fails to appear for boarding within the scheduled pickup window. Return service will be provided as soon as possible but may be delayed depending upon prevailing traffic conditions and scheduling considerations. The exceptions to this policy include but are not limited to the following:

  • The customer booked a one-way trip to a location and did not schedule a return trip.
  • The customer requests to disembark from the vehicle before reaching his/her destination.
  • The customer refuses to follow applicable operational and/or safety policies required for transport.
  • The customer demonstrates inappropriate, aggressive, threatening, or abusive behavior toward others.
  • At times when transportation is not possible due to weather conditions, Acts of God, acts of terrorism, civil disturbances, work stoppage or any other natural disaster outside of CAT control that may cause the suspension of service.

If a customer is a no-show for a trip originating from their home, no vehicle will be sent back to the home to perform the trip.


As a service to riders who may not be able to predict their desired pickup time for return trips from medical appointments, JAUNT permits complementary paratransit riders to leave their exact pickup time for their return trips open (i.e., “will call”). When riders know the time that they will be ready for pickup, they should contact JAUNT which will then dispatch a vehicle. JAUNT reserves the right to limit this option due to capacity issues. JAUNT does not charge anything additional for this service.

Will calls are considered to be a premium service. The ADA does not mandate this service but JAUNT chooses to offer it as a convenience to its passengers.


  • JAUNT has lift and ramp equipped vans. JAUNT does not accommodate requests for specific types of vehicles. Accessible vehicles are used to transport both ambulatory customers and customers who use wheelchairs/scooters requiring a lift to board a vehicle. •
  • In general, JAUNT vans and lifts will hold wheelchairs and scooters up to 48″ long, 30″ wide, and weighing up to 600 pounds including the occupant. Mobility aids beyond these specifications might not be transportable. We reserve the right to refuse transport if the mobility device is in unsafe condition due to broken, inoperable or missing parts. JAUNT will make every effort to accommodate larger, heavier mobility devices up to the capacity of the Will calls are considered to be a premium service. The ADA does not mandate this service but JAUNT chooses to offer it as a convenience to its passengers. 11 service vehicle provided. Examples of mobility aids that are not allowed on JAUNT vehicles are shopping carts and “geri” chairs (chairs used in healthcare facilities to mobilize patients). For your safety, please make sure that brakes, batteries, and other parts on your wheelchair or mobility device are in good working condition.
  • If you need assistance boarding the vehicle, the driver will assist you. All drivers are trained to operate a wheelchair lift and the mobility aid securement devices. Ambulatory customers utilizing the vehicle lift should use provided hand rails for safe boarding.


JAUNT service may be suspended or terminated due to inappropriate, aggressive, threatening or abusive behavior toward other customers or JAUNT employees, any illegal conduct, and non-payment of JAUNT fare. Service suspensions may also result from abusive behaviors such as verbal assault, intentionally tying-up JAUNT telephone lines and repeat violations of JAUNT policies. This policy is not only limited to customers, but also to those acting on behalf of the customers, such as PCAs. If you dispute a suspension under this policy, you have the right to file an appeal. Appeal Requests must be filed in writing, by the deadline and per the instructions within the appeal packet. A copy of the appeal process will be sent to you with your suspension letter.


During severe weather, icy or otherwise hazardous road conditions or emergency situations, JAUNT may make service modifications. Examples of severe weather or hazardous conditions are icy roads, snow accumulation, high winds and tornados. During severe weather or hazardous conditions, doorto-door service may revert to curb-to-curb service as needed. JAUNT service changes due to severe weather will be announced on local radio, television, the JAUNT phone system, Twitter messages, this website and the CAT Mobile App.


JAUNT is not responsible for lost or stolen items. Please call JAUNT at 434-296-3184 to report a lost item. Staff members will do their best to assist.


As per FTA Circular 4710.1, JAUNT is required to follow specific written procedures for all ADA complaints. JAUNT is required to promptly communicate its response to any alleged ADA violation to the complainant, including the reasons for the response, and to document responses in its internal records or database for purposes of record-keeping. JAUNT is required to have a designated person in place to coordinate the ADA complaint process in order to ensure appropriate due process for any actual ADA complaints received. Procedures must be accessible to and usable by individuals with disabilities.

Definition of an ADA Complaint

It is a complaint made by an individual with a qualifying disability who is registered for services that alleges discrimination, failure to provide a reasonable accommodation, or denial of services based solely upon the individual’s disability. To facilitate prompt access to the complaint process and resolution, JAUNT offers several methods by which an individual may file an ADA complaint including written, electronic, in-person, and via a designated telephone voicemail line.

ADA Complaint Methods

Customers may submit complaints using any of the following methods:

  1. U.S. Mail: JAUNT ADA Complaints Coordinator, 104 Keystone Place, Charlottesville, VA 22902
  2. ADA Customer Feedback Line: Riders can record their complaint at 434-296-3184, x102 This line is available 24 hours a day, seven days a week, and messages will be picked up the next business day.
  3. Email: Riders can contact JAUNT by e-mail at
  4. Language Line: For riders who speak a language other than English, JAUNT utilizes the services of “Language Line” to facilitate the call. Virginia Relay is available by dialing 711.
  5. JAUNT web site: Riders can offer feedback on the JAUNT website at

Filing Complaint or Incident Report

When filing a complaint or incident report, customers are encouraged to provide:

  • Name, address, telephone, email
  • Reason for Complaint/Description of what transpired
  • Date and time of the incident
  • Mobility aid used (if any)
  • Bus number and route or location
  • Name or description of any involved parties

ADA Complaint Procedure

This section outlines the Americans with Disabilities Act (ADA) complaint procedures related to providing programs, services, and benefits. However, it does not deny the complainant the right to file formal complaints with The City of Charlottesville, Equal Employment Opportunity Commission, and Federal Transit Administration, or seek private counsel for complaints alleging discrimination, intimidation or retaliation of any kind that is prohibited by law. Section 504 of the Rehabilitation Act of 1973 (Section 504), the Americans with Disabilities Act of 1990 (ADA) and related federal and state laws and regulations forbid discrimination against those who have disabilities. JAUNT is required to designate one or more employees to coordinate Part 37 and Part 27 compliance, respectively, and to have procedures in place specifically to address complaints alleging ADA violations. These procedures are as follows:

  1. ADA Coordinator is the designated ADA Complaints Responder and Investigator and is responsible for the following primary responsibilities: maintaining written documentation of all stages of a complaint investigation, from receipt to closing; communicating JAUNT’s response to the allegation to the complainant; conducting thorough investigations of all ADA-violation allegations; confirming/determining if an ADA allegation is founded or unfounded; tracking and documenting any disciplinary action or training stemming from a founded complaint; resolution of case and written communication of findings with the complainant.
  2. The complaint must meet the following requirements: (A) Complaint shall be in writing and signed by the Complainant(s). In cases where Complainant is unable or incapable of providing a written statement, a verbal complaint may be made. The JAUNT ADA Coordinator will interview the Complainant and assist the person in converting verbal complaints to writing. All complaints must, however, be signed by the Complainant or his/her representative. (B) Include the date of the alleged incident or when the Complainant(s) became aware of the alleged incident. (C) Present a detailed description of the issues, including names and job titles of those individuals perceived as parties in the complaint. (D) Federal and state law requires complaints be filed within 180 calendar days of the alleged incident.
  3. Upon receipt of the complaint, the JAUNT ADA Coordinator shall send a letter to the complainant within 30 days notifying them of the completion and outcome of the investigation. This will include instructions on how to contact FTA if they feel that their complaint was not satisfactorily handled.
  4. Complaints received by any other employee of JAUNT will be immediately forwarded to the ADA Coordinator.
  5. A complaint must meet the following criteria for acceptance: (A) The Complaint must be filed within 180 days of the alleged occurrence. (B) The allegation must involve a JAUNT service of a Federal-aid recipient, sub-recipient or contractor. (C) If the complaint is a discriminatory or regulatory violation, the Coordinator will immediately investigate the allegation by reviewing bus video tapes and interview involved parties. All relevant information regarding the investigation shall be logged into the ADA Complaints module of JAUNT’s scheduling software Trapeze.
  6. Founded violations or discrimination triggers an immediate disciplinary/corrective action.
  7. A complaint may be dismissed for the following reasons: (A) The Complainant requests the withdrawal of the complaint. (B) The Complainant fails to respond to repeated requests for additional information needed to process the complaint. (C) The Complainant cannot be located after reasonable attempts.
  8. The investigative report and its finding will be reviewed by the JAUNT ADA Coordinator and the Executive Director. The report will be modified as needed. If Complainant is dissatisfied with the determination and/or resolution set forth by JAUNT, the same complaint may be submitted to the FTA for investigation. Complainant will be Team, East Building, 5 th Floor – TCR, 1200 New Jersey Avenue, SE, Washington, DC 20590, ADA Assistance Line: 888-446-4511.

Record Keeping Requirement

  1. The designated JAUNT Customer Service Representative logs all customer complaints JAUNT receives through voicemail, email, Facebook and CAT’s website daily Monday – Friday, except for holidays.
  2. The JAUNT Customer Service Representative logs all ADA related complaints into JAUNT’s central compliant log (“COM” module of Trapeze) with various other complaints and forwards any ADA complaints to the JAUNT and CAT ADA Coordinator (currently CAT’s Grants Coordinator) on the day of receipt or the following Monday if received on a weekend.
  3. Complaint Record Retention – Details of complaints will be kept for one year and a summary for five years.

ADA Coordinator shall be responsible for entering all ADA related complaints, investigation and resolution information into the complaints module of Trapeze, “COM.” All elements must be fully documented during the course of an investigation, including notation that an element is not applicable (N/A).

  1. JAUNT Staff Entering Information
  2. Time and Date Complaint was Received
  3. Name of Complainant
  4. Contact information of Complainant
  5. Time and Date of Incident
  6. Bus#/Driver Description (if applicable)
  7. Notes on Initial Communication with the Complainant
  8. Email or documented phone call to the complainant acknowledging receipt of the complaint and indicating further communications will occur once the investigation is complete
  9. Investigation: view bus video, driver or witness interviews, any other applicable documents 1
  10. Investigation Results Narrative documented 1
  11. Any Disciplinary Action Taken (retraining, suspension, warning) 1
  12. Personnel File Updated (if applicable) 1
  13. Letter/Email sent to complainant communicating the reasoning behind the response and the results of the investigation within 30 days of initial complaint 1
  14. Resolution/Close Case


JAUNT provides ADA Complimentary paratransit for the City of Charlottesville and urban Albemarle County. Per FTA C 4710.1, JAUNT may establish an administrative process to suspend, for a reasonable period of time, the provision of complementary paratransit service to ADA eligible individuals who establish a pattern or practice of missing scheduled trips. Sporadic passenger incidents of no showing, cancelling at the door, and cancelling late for requested trips are an expected cost of doing business for a paratransit system. However, as the cost for providing ADA complementary paratransit service is growing and all eligible demand for paratransit trips must be met; excessive no shows, cancels at door, and late cancellations adversely affect the efficiency of service to other customers and significantly add to the cost of operating the services.


Pattern or Practice of Customer Missing Trips: When there are intentional, repeated, or regular actions, not isolated, accidental, or singular incidents of not canceling trips; only actions within the control of the individual count as a part of a pattern or practice.

Be Ready Time: When the customer calls to reserve their ride, they will be given a 25-minute (15 minutes before to 10 minutes after their schedule time) “pickup window” in which the vehicle will arrive. If a customer requests a 7:00 a.m. pickup time, they will be advised that their “Be Ready Time” is 6:45 a.m.. The bus is not late unless it has not arrived by 7:10 a.m.

Advanced Cancellation: When the customer (or the customer’s advocate/caregiver) calls and cancels a scheduled trip at least 2 hours prior to Be Ready Time. If a customer has an early morning trip scheduled before 6:00 AM, they will need to leave the cancellation message on the voice mail to be retrieved by the JAUNT Reservation Center as soon as it opens at 5:00 a.m. or call no later than 5:30 a.m.

Cancel at Door: When the vehicle arrives at the location designated for a specific scheduled trip within the 25-minute window of the Be Ready Time and the customer (or the customer’s advocate/caregiver) notifies the driver at that time that they no longer need the scheduled trip. The driver will verify the need for any other trips scheduled for that day and advise Dispatch accordingly when calling in the cancel at door.

Cancel Late: When the customer (or the customer’s advocate/caregiver) does not call and cancel a scheduled trip at least 2 hours prior to the Be Ready Time (other than early morning trips).

Missed Trip: A missed trip occurs when our bus arrives outside of the 25-minute pick up window and the passenger chooses not to ride. A missed trip is not counted against a passenger because it was JAUNT’s error.

Excessively Long Trip: JAUNT uses one hour as a maximum ride length as a quick guide for our reservations, schedulers, and dispatchers. Any trip exceeding one hour would be considered excessively long. In addition, JAUNT will compare a short, medium, and long trip on the fixed route service provided by CAT to its own comparable ADA trips to determine if the ADA service is excessively long

Denials: If JAUNT is unable to provide a trip at the requested time, an alternative time will be offered 60 minutes before or after the requested time. If you cannot offer the rider a time within the one hour before or after the requested time it will be considered a denial.

No-Show: A no-show occurs when a rider fails to appear to board the vehicle for a scheduled trip. This presumes the vehicle arrives at the scheduled location within the pickup window and a five-minute wait. JAUNT further defines a No Show when all of the following criteria have occurred:

  • The driver will go to the door and attempt to make contact;
  • If no contact, the driver will check the manifest to ensure correct location/address;
  • The driver will wait five minutes after the Be Ready Time;
  • The driver will notify Dispatch that the customer is a No Show;
  • Dispatch will verify all information and approve the no show;
  • The driver will tag the door with a “No Show” tag.

Excused No Shows

No Shows are EXCUSED when the trip is missed for reasons beyond the customer’s control.

  • A No Show will not be issued for reasons beyond the customer’s control; including situations such as sudden illness, family emergencies, weather conditions, or long medical appointments.
  • The customer (or the customer’s advocate/caregiver) should ALWAYS make every effort to cancel scheduled trips as soon as it is known that the trip is not needed. It is the customer’s (or the customer’s advocate/caregiver) responsibility to provide the reasoning for not canceling the trip when contacting JAUNT so that it can be determined if it is an Excused No Show.
  • Contact should be made with JAUNT as soon as reasonable possible. Lack of any contact will result in a No Show being issued. To contact JAUNT, call 434-296-3184.


A point system has been implemented that reflects less of a penalty for a Cancel Late than for a No Show or Cancel at Door.

  • 1 No Show = 2 Points
  • 1 Cancel at Door = 2 Points
  • 1 Cancel Late = 1 Point

Below is a table indicating the volume of No Show / Cancel at Door / Cancel Late points that may be accumulated per calendar month before action will be taken. Please do not consider this justification for not canceling trips in advance.

Number of actual trips booked per calendar month not cancelled in advance Number of points in one calendar month establishing an existing pattern or practice and generating a warning letter and/or suspension
1-14 4
15-39 8
40-59 12
60-79 16
80-99 20
100+  24

Established Pattern or Practice

As points accumulate throughout the month, calls will be made and reminder notices mailed advising the customer of the process. Reasonable efforts will be made to make the appropriate contact with the customer and/or their advocate/caregiver. If the customer continues to accumulate and excess number of points as defined above, the following will occur:

Number of months within the last six establishing a pattern or practice of not cancelling trips in advance Consequence/days of loss of service
1 Final warning letter
2 2 days
3 5 days
4 10 days
5 20 days
6 30 days

Warning letters will contain all recorded incidents of No Shows, Cancel at Doors, or Cancel Lates that have been received. The customer will be advised that if there are additional incidents, a suspension of services could occur. The customer will also be advised to contact JAUNT immediately by phone or in writing if a warning letter is received and they feel that any of the incidents have been issued in error. Customers must contest incidents by phone or U.S. mail postmarked within 10 days of the warning letter’s date. The letter will contain contact information.


If the No Shows have accumulated to the point where a suspension will be activated, the customer (or the customer’s advocate/caregiver) may file a verbal or written appeal. An appeal must be filed or postmarked within 10 days of the date of the suspension letter.

  • By Mail: JAUNT Operations Supervisor 104 Keystone Place Charlottesville, VA 22902
  • Verbal: 434.296.3184, Ext. 120

Administrative Review

JAUNT’s Operations Supervisor or other designated JAUNT staff will review the information provided by the customer (or the customer’s advocate/caregiver) and make a decision to either uphold the suspension or to overturn within 10 business days.

Passenger Notification of Policy

JAUNT’s ADA paratransit passengers shall be notified of the No Show Policy upon making their initial reservation and in the materials provided to them when they become a certification ADA-eligible passenger. Passengers will be notified initially by phone for possible suspensions and appeal processes, with a follow-up letter explaining the suspension and appeal process.



On March 13, 2015, as part of the Federal Register Vol. 80, No. 49 (80FR13253), the Federal Department of Transportation (DOT) issued a Final Rule effecting 49 CFR Parts 27 and 37: Transportation for Individuals with Disabilities; Reasonable Modification of Policies and Practices. The purpose behind this final rule is: “…specifically, to provide that transportation entities are required to make reasonable modifications/accommodations to policies, practices, and procedures to avoid discrimination and ensure that their programs are accessible to individuals with disabilities.”


JAUNT is committed to providing equal access and opportunity to qualified individuals with disabilities in all programs, services, and activities. JAUNT recognizes that, in order to have equally effective opportunities and benefits, individuals with disabilities may need reasonable modifications to policies and procedures. JAUNT will adhere to all applicable federal and state laws, regulations, and guidelines with respect to providing reasonable modifications, as necessary, to afford equal access to programs for persons with disabilities. JAUNT does not discriminate on the basis of disability in admission to, participation in, or receipt of services and benefits under any transit program or activity. JAUNT will take appropriate steps to ensure that persons with disabilities have an equal opportunity to participate. No qualified individual with a disability shall, by reason of such disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of JAUNT, or be subject to discrimination by JAUNT.

Reasonable Modifications

A reasonable modification is a change or exception to a policy, practice, or procedure that allows disabled individuals to have equal access to programs, services, and activities. JAUNT will make reasonable modifications to policies, practices, and procedures when necessary to ensure access to transit services for qualified individuals with disabilities, unless:

  • Making the accommodation would fundamentally alter the nature of the public transportation service.
  • Making the accommodation would create a direct threat to the health or safety of other passengers.
  • The individual with a disability is able to fully use JAUNT’s service without the accommodation being made.
  • Where granting the request would cause an undue financial and administrative burden.

Eligibility Criteria

An individual is eligible to be considered to receive a reasonable modification if that individual has a physical or mental impairment that substantially limits one or more of the major life activities of such individual, a record of such impairment, or been regarded as having such impairment.

Requests for Reasonable Modifications

JAUNT provides information about how to make requests for reasonable modifications readily available to the public through its website and rider policy guidelines. JAUNT will follow these procedures when taking requests:

  1. Individuals requesting modifications shall describe what they need in order to use the service. Individuals requesting modifications are not required to use the term ‘‘reasonable modification’’ when making a request. Personnel at JAUNT will determine if the request represents a reasonable modification and proceed in accommodating the request accordingly.
  2. Whenever feasible, JAUNT requests that individuals make such requests for modifications before JAUNT is expected to provide the modified service.
  3. Where a request for modification cannot practicably be made, and determined in advance, (e.g., because of a condition or barrier at the destination of a paratransit, demand response, or fixed route trip of which the individual with a disability was unaware until arriving), operating personnel shall make a determination of whether the modification should be provided at the time of the request. Operating personnel will consult with JAUNT’s management before making a determination to grant or deny the request.

Requests for accommodation can be submitted in any written format (i.e. letter, email). Alternative means of filing a request, such as personal interviews, phone calls, or taped requests, will be made available for persons with disabilities if unable to communicate their request in writing or upon request. The reasonable accommodation process begins as soon as the request for accommodation is made.

Interactive Process

When a request for accommodation is made, JAUNT will make every effort to engage in a good faith interactive process with the individual requesting an accommodation to determine what, if any accommodation shall be provided. Communication will be a priority throughout the entire process. That communication will include information about the request, the process for determining whether an accommodation will be provided, and the potential accommodations.

Time Frame for Processing Requests and Providing Reasonable Modification

JAUNT will process requests for reasonable accommodation and then provide accommodations, where appropriate, in as short a time frame as reasonably possible. JAUNT recognizes, however, the time necessary to process a request will depend on the nature of the accommodation(s) requested and whether it is necessary to obtain supporting information.

Granting a Reasonable Modification Request

As soon as JAUNT determines a reasonable accommodation will be provided, that decision shall be immediately communicated to the individual. This notice must be in writing in order to maintain the required information for reporting purposes. Upon request, alternative means of response will be provided in addition to the written response. In choosing alternatives for meeting nondiscrimination and accessibility requirements with respect to new, altered, or existing facilities, or designated or specified transportation services, JAUNT shall give priority to those methods that offer services, programs, and activities to qualified individuals with disabilities in the most integrated setting appropriate to the needs of individuals with disabilities.

Denying a Reasonable Modification Request

As soon as JAUNT determines a request for reasonable accommodation will be denied, JAUNT will communicate the basis for the decision in writing to the individual requesting the modification. The explanation for the denial will clearly state:

  • Specific reasons for the denial
  • Any alternative accommodation that may create the same access to transit services as requested by the individual
  • The opportunity to file a complaint relative to the JAUNT’s decision on the request.

Complaint Process

Any person who believes she or he has been discriminated against in obtaining a reasonable modification may file a formal complaint. JAUNT has a process for recording, investigating, and tracking complaints from qualified individuals. Complaints are taken by JAUNT staff via telephone. In addition, individuals can file a complaint via email to Alternative means of filing complaints, such as personal interviews or taped requests, will be made available for persons with disabilities if unable to communicate their request in writing or upon request.

JAUNT investigates complaints generally within 10 days after receipt. Once the complaint is received, the complainant will receive an acknowledgement of receipt typically within three days after the complaint was filed. If more information is needed to resolve the complaint, JAUNT may contact the complainant. If the information is not received within 30 days from the date of the original complaint, the complaint will be marked undetermined and closed.

After JAUNT investigates the complaint, a decision will be rendered in writing to the complainant. JAUNT will issue either a Letter of Closure or Letter of Finding.

  • Letter of Finding – This letter will summarize the complaint, any interviews conducted regarding the complaint, and explain what actions will be taken by JAUNT to address the complaint.
  • Letter of Closure – This letter will explain why JAUNT has determined the complaint does not merit accommodation under the Americans with Disabilities Act and that the complaint will be closed.

If the complainant disagrees with the decision of JAUNT, an opportunity to appeal the decision may be pursued provided the notice of appeal is received within 21 days of the initial decision by JAUNT. In the event of appeal, the complainant will be granted all due process, including the ability to present additional evidence, present the case in person during an appeal hearing, and to be represented by counsel.

Designated Employee

JAUNT’s designated official responsible for processing reasonable modification requests and handling complaints: Assistant Executive Director of Operations JAUNT 104 Keystone Place Charlottesville, VA 22902 434.296.3184 x102,