TransNet FAQs

A: Yes. As long as you do not have a disability that would prevent you from using public transit, you are required to use public transit if you live within ¼ mile of a public transit stop. You will be reimbursed for the fare or a pass whichever is least costly.

A: Yes, you will need to submit a receipt for the tolls/parking along with your reimbursement form.

A: Unfortunately, TransNet can only accept an original double-sided mailed copy.

A: You must contact the TransNet office at 215-542-7433 to request a MATP reimbursement form. After your mode of travel is approved, you will be sent a new form with each reimbursement check.

A: As long as the form is completed correctly and received by TransNet on or before the 10th of the month, your reimbursement check will be mailed by the 20th of the month.

A: After you submit a MATP reimbursement form with receipts (if available), you will be reimbursed for use of a private car at .12/mile plus parking fees and tolls. If you use public transit, you will be reimbursed the public transit fare or a weekly/monthly pass, whichever is less costly.

A: TransNet's trip cancellation policy specifies that if you fail to cancel your trip 3 times within one month you will be suspended from service for 30 days.

A: Yes. The MATP User's Guide is available in Spanish and Korean.

A: Yes. You may be reimbursed for the public transit fare for an escort who accompanies you to your medical appointments.

A: If you are requesting mileage reimbursement, you need to send a copy of your car registration with your first reimbursement request.  If you are requesting public transit reimbursement, you need to send in the token receipt, or expired pass and receipt.

A: You may call our office and leave a message as instructed. The on-call person will contact you as soon as possible to arrange for your transportation. If you use a private car or taxi service for this trip you may be reimbursed for this cost as soon as your MA eligibility is verified and you submit the required reimbursement form.

A: The MATP will provide reimbursement for transportation expenses using the least costly option available to you. If you have a private car available to you or if you can use public transit, you may be reimbursed for the least costly option. If you cannot use either of these options, you are eligible for paratransit service from your residence to an eligible medical assistance service.

A: No. Once you are in transit to your destination, you may not change your trip. You must schedule any trip destinations through a prior day reservation. The only change that can be made to that trip is to cancel it.

A: Yes, but they may need to pay the full fare for the trip. If you are approved to have an escort or personal assistant travel with you to provide assistance for you, then they will pay $3.00 each way. Their origin and destination must be the same as yours.

We do not provide escorts or personal assistants. If you want someone to come along with you just as a companion, they must pay the full fare for the trip. Certified guide and service dogs may travel with you on the vehicle. This is a curb-to-curb service. Door-to-door service is available upon request.

A: If you feel that you may qualify and would like to participate in this program, you must complete an eligibility and registration form. This form is available by calling TransNet at 215-542-RIDE (7433). You also need to provide written verification that you are a person with a disability. If you do not have any written verification, you can submit the certification of disability form, which is attached to the eligibility/registration form. A professional who is familiar with your situation must complete this form.

A: Once you are notified that you are eligible, call TransNet at 215-542-RIDE (7433). Reservations can be made up to 14 days in advance, but you need to call us between
8:00 a.m – 4:00 p.m. at least one day before the day you wish to travel. If you want to travel on a Monday, you need to make a reservation the prior Friday before 4:00 p.m. When you call for a reservation, please be prepared to tell us when you wish to be picked up and your exact pick up and drop off location. If you have any special travel needs or will have an escort or service animal traveling with you, please inform the reservationist. For standing orders (repeat trips to the same location at the same time), you may make up to 2 weeks of reservations at the same time.

A: If eligible, you will receive an 85% discount on the shared ride service fare. You are responsible to pay 15% of the fare (minimum $4.00), when boarding the vehicle. You are required to have exact change for your fare. Do not forget to ask what the fare will be when you make your reservation, so you can have the exact change available.

A: If you are unhappy with your shared ride experience, please share that information with us. We investigate and follow up on consumer complaints as part of continuous quality improvement. Complaints are accepted by phone, in writing or through our website. For a complaint to help improve service, it must be relevant, timely, and complete. We will try to respond to your concerns promptly.

A: You must contact the dispatcher at least 2 hours prior to your scheduled pick up time to cancel a trip. You may cancel as many times as you like without penalty. If you fail to cancel a trip, you are considered a no-show. The first time this happens, you are not penalized. The second time, you are required to pay the full fare (100%) of the trip before any other trip reservations are made.

A: This program provides shared ride transportation services to qualified persons with a disability as defined by the American with Disability Act (ADA). Transportation is provided at a discounted rate. This service is available only if transportation is not available through another program.

A: Service hours vary depending on where you live. Visit our website for more information or call TransNet at 215-542-RIDE (7433). Some trip times and destinations may only be available on a limited basis. You may need to be flexible with you travel time. Shared ride service is not an exclusive, one-person service. The availability of trips depends on the number of vehicles in an area and other trips that are scheduled.

A: You may travel anywhere in your shared ride service area. Visit our website at www.suburbantransit.org to view a service area map. You may use the service for any purpose, for work, shopping, medical appointment or to visit a friend.

A: Any qualified resident of Montgomery County between the ages of 18-64, having a verified disability as defined by the ADA, either temporary or permanent. If a qualified person lives or is traveling within the SEPTA or Pottstown Urban Transit (PUT) ADA service area, they must use complementary paratransit or public transit to reach their destination.

A: Please refer to the TransNet Passenger Assistance Policy.

A: TransNet has a contract with the Montgomery County Mental Retardation Office to provide transportation to vocational training centers. You must contact your MR Supports Coordinator to process a transportation referral.

A: TransNet is not allowed to accept changes in school transportation directly from parents. You must contact your local school district to make any changes in your child's transportation, including the pick-up and drop-off location.

A: If you are canceling on the same day, you should contact your carrier directly. This contact information will be given to you when the transportation service begins. If you are canceling in advance for vacation, you should contact TransNet at 215-542-7433 and select Option 5.

A: As long as your pet is in a carrier and you can hold the carrier on your lap, you can use the Shared Ride Program for this purpose.

A: Once TransNet receives your registration form and proper proof of age, you should receive your I.D. card and information packet within one week.

A: The driver will only wait 5 minutes. It is important to be ready before the scheduled pick up time so that the driver does not leave without you.

A: Contact the Shared Ride Department at 215-542-RIDE (7433) so that we can mail it to you or download it here.

A: No. Drivers may not enter any building. The driver is only permitted to go to the outside entrance.

A: Yes.  You are permitted to travel with a companion on your first trip.  Your companion will travel free of charge.

A: If you are an active user of the service, TransNet will automatically send you a new I.D. card by mail. Your new card will not have an expiration date. If you have not used the service within the last two years of the date on your I.D. card, TransNet will delete you from their computer system and it will be necessary for you to re-register for the Shared Ride Program.

A: Yes. When you schedule your ride, let the reservationist know that you have a collapsible walker.