How should I request my ride time?

Setting your trip times

C‑VAN can plan your trip around a pick‑up time or an appointment time, but not both. Rides may be requested to fit one of three parameters:

• Approximate pick-up time: This option should always be used for rides where no appointment is needed. For example, you may want to be picked up around 10:00 a.m. to go to the grocery store, but you don’t need to be there by a specific time.
• No later than: This scheduling option is used for appointments when you need to arrive at, or leave your destination, no later than a certain time. For example, you may need to be at your doctor’s office no later than 8:15 a.m. for an appointment. Helpful hint: For appointments, we suggest requesting a no later than arrival time slightly earlier than your actual appointment in case your ride is delayed for any reason. Using the previous example, if you have an 8:30 a.m. appointment, you may want to request to arrive at the doctor’s office no later than 8:15 a.m.
• No earlier than: This last option is used for rides where you cannot leave, or arrive at, a location earlier than a certain time. For example, if you are in class and you will not be ready to leave before 2:30 p.m., that is the time you should request. Helpful hint: If you can’t leave your location before a certain time, be sure to allow enough time to make your way back to the location where C-VAN will pick you up. Using the previous example, if your class is finished at 2:15 p.m., you may want to request a pickup no earlier than 2:30 p.m.
• If you are unsure about how you should request your ride, let the reservationist know how much flexibility you have regarding your times. When reserving rides to/from a specific appointment, be sure to:
  • Allow for the time you may need to get from the C‑VAN vehicle to your destination inside the building.
  • Set your return trip time so that you have sufficient time to finish your appointment and be ready to depart.
  • Check the opening and closing times at your destination and plan your trip so you won’t have to wait outside. Operators cannot wait with you if the building is not open.

What is the minimum stay at a location?

When reserving a ride on C‑VAN, the rider must stay at their destination for at least 45 minutes. This means there must be 45 minutes between all drop‑offs and pick‑ups.

What if I don’t know how long I’ll need to stay?

Will-calls

C-VAN dispatchers have a set number of will-call trips set aside each day to allow flexibility for passengers who may not have a set return time. Will-call rides are requested one to two days in advance, like all other rides, and are available on a first-come, first-served limited basis. Will calls are offered on weekdays for return rides from 5:30 a.m. through 5:00 p.m. Rides designated as a will-call must be completed no later than 5:00 p.m., or your ride will be forfeited and delayed until dispatchers are able to find a vehicle with space available to pick you up. Will-call rides are only available within a set service boundary in Vancouver. No will-calls will be provided:

• North of 179th Street
• East of 164th Avenue

Will-calls are not available in Camas, Battle Ground, Washougal or Portland, nor on weekends or holidays.

How is my ride time chosen?

Negotiating your pick-up window

Your scheduled pick‑up time will be negotiated with C‑VAN and may be up to 60 minutes earlier or later than you requested to provide equitable service for all C‑VAN riders. C‑VAN does its best to accommodate the ride times you request; however, alternate times may be offered. For example, if you would like to be picked up at 8:30 a.m. and that time is not available, we may offer you a trip as early as 7:30 a.m. or as late as 9:30 a.m.

When your trip is scheduled, you will be given a time range for your pick‑up. This is referred to as your “pick‑up window.” This 30‑minute period is when you can expect your pick‑up to occur.

You are expected to be ready to board the vehicle when the operator arrives at any point within this window. The operator will wait for a maximum of five minutes after arriving at the pick-up location.

For example, if your scheduled time is 8:00 a.m., your pick‑up window is between 8:00 a.m. and 8:30 a.m., meaning the vehicle can arrive anytime between 8:00 a.m. and 8:30 a.m. Please be ready to board the vehicle immediately upon arrival. This helps to ensure better on‑time performance for all riders.

What should I do before the 30-minute window begins?

Before your 30-minute pick-up window begins, take time to prepare for your trip.

• Check the weather forecast and dress for the day. For example, carry water on hot days and a coat on cold or rainy days.
• Bring medications and any snacks you need.
• Take a restroom break before boarding the vehicle. There is no restroom on-board, and drivers cannot stop.
• Take important phone numbers with you, including the C-VAN number, 360-695-8918.
• Make sure your mobility device is in safe operating condition, and your battery is charged.
• If you use oxygen, be prepared in case your ride is longer than expected.
• Make sure you have your C-VAN fare with you.

What level of service will C-VAN provide at pick-up and drop-off?

C-VAN is an origin-to-destination service. During the eligibility process, you will be assigned a “service level” based on your individual needs and abilities. There are three service levels: curb-to-curb, door-to-door, and hand-to-hand.

We provide reasonable modification of policy and practice to ensure that our transportation services are accessible to people with disabilities. Call C-VAN Eligibility if you think you need a change in service level, and they can help you with the next steps.

For all service levels, the operator will park the vehicle in a safe location that does not block traffic. In busy areas with limited parking, the operator may not be able to park right in front of your destination. The operator must always be able to see the vehicle, so they cannot go indoors past the public lobby, or around the corner to find you or to assist you to your door.

• Curb-to-curb: At pick-up, you will come out to meet the vehicle where it is parked. The operator can assist you onto the vehicle and guide you to your seat. At drop-off, the operator can help you out of the vehicle and to the curb before leaving.
• Door-to-door: This level of service provides help past the curb. At pick-up, the operator meets you outside of the origin main entrance, walks with you to the vehicle and helps you on board. If you live in an apartment building, the operator will come to the main entrance and announce the vehicle’s arrival. Operators may not enter facilities beyond a building’s lobby. Operators may assist C-VAN riders by pushing manual wheelchairs whose combined weight with a device does not exceed 368 pounds, or when the distance from the vehicle to the origin/destination does not exceed 75 feet. Operators may open the outside door if asked; however, they cannot enter a residence. At drop-off, your driver will also help you off the vehicle, offer a steadying hand, and walk with you to the door of your destination. If you need more help after you have entered the building, arrange to have someone to meet you. Door-to-door service is only available when the operator can safely park close enough to see the vehicle from the building entrance.
• Hand-to-hand: With this level of service, you are never left alone. Your caregiver is with you at the door when the operator picks you up. When you get to your destination, the operator will hand you off to the person there to meet you.

Can I make same-day ride changes?

Aside from cancellations, no changes can be made to any trips on the day of your scheduled ride, including the time of travel or any address changes. Riders can, however, always call C‑VAN Customer Service if they are ready early, and dispatch will be notified in case they have space available sooner than your scheduled ride.

What mobility devices can I use on C-VAN?

C-VAN can accommodate wheelchairs, scooters or other mobility devices that are up to 32-inches wide, 54-inches long. If you are traveling with a mobility device that exceeds these dimensions and/or weight, we will do our best to accommodate your device, but we cannot guarantee you a ride.

Walkers must be secured for the duration of the trip. Riders may not use the seat of a walker instead of a vehicle seat for transportation purposes.

I missed a trip and still need a ride home. What do I do?

Anytime you miss a connection with C-VAN and you need a ride home, call us right away. Your ride will be entered as a time-and-space ride, and our dispatchers will work to find available space to take you home.

If you miss a ride starting from home, we will not send a replacement vehicle to pick you up.

If you have other rides scheduled for that day, call us to check in and let us know whether or not you still need your other rides.

What if I am late for my ride?

As a courtesy C‑VAN provides an imminent arrival notification by phone, indicating that your vehicle is about seven minutes away. If you are not already receiving these notifications, please contact C‑VAN Customer Service, and they can check your profile to ensure your contact information is up to date. This notification is based on the vehicle’s location and estimated time of arrival. Actual arrival times may vary slightly if there are unexpected delays encountered after the notification is sent.

Regardless of the imminent arrival call, riders need to be ready to leave at their scheduled pick‑up time. If necessary, the operator will wait for a maximum of 5 minutes from their arrival inside the pick-up window.

If you are not ready within the 5‑minute window or the operator is unable to locate you at your designated pick‑up location, the ride will be recorded as a no‑show, and the operator will be directed to depart the location.

What if C-VAN is early picking me up?

Occasionally, your vehicle will arrive before the beginning of the pick‑up window due to a cancellation or light traffic. If your vehicle arrives before the pick‑up window, you may get on the vehicle right away or wait until the start of your confirmed pick‑up window. It is your choice; the operator will not start the 5‑minute window until your scheduled time starts.

Cancel rides in advance

If you need to cancel a ride, contact us as soon as possible and at least 61 minutes before the scheduled pick‑up time to avoid a no‑show. If you have scheduled a return trip that you no longer need, be sure to cancel that as well. Cancelling rides in advance helps C‑VAN run on time and avoids risking a no‑show penalty point.

No-shows

C‑TRAN, in accordance with the Department of Transportation Americans with Disabilities Act regulations at 49 C.F.R § 37.125(h) for ADA complementary paratransit service, has developed a no‑show policy to encourage responsible trip scheduling and use by its riders. C‑TRAN understands riders may sometimes miss scheduled rides or forget to cancel rides for reasons beyond their control. However, repeatedly missing scheduled and subscription trips or failing to cancel any scheduled trip more than one hour in advance can lead to temporary suspension of C‑VAN services.

Definition of a no-show

A No-Show occurs when all of the following criteria are met:

• The ride has not been cancelled either by calling customer service or using the automated system at least 61 minutes before the scheduled pick‑up widow
• The vehicle arrives at the scheduled pick‑up location within the 30‑minute pick‑up window.
• The operator cannot reasonably locate the rider within 5 minutes.
• Dispatch is notified by the operator. At this time, dispatch will verify that the operator is at the correct location.

When a no-show does not count

C‑VAN does not count no‑shows or any missed trips due to an administrative error, such as:

• Trips that are placed on the pick‑up schedule in error or scheduled at the wrong pick‑up location or time.
• Vehicles arriving and departing before or after the pick‑up window.
• Vehicles arriving within the pick‑up window but departing without waiting the required five minutes. Note: C‑TRAN uses an automated vehicle location (AVL) system to track and monitor paratransit vehicles; in a dispute, the AVL is used to determine arrival and wait times.

C‑VAN does not count any missed trips due to situations beyond the rider’s control preventing them from notifying us their trip cannot be taken, such as:

• Medical or family emergencies, sudden illnesses, or changes in the physical condition of the rider.
• Appointments that run unexpectedly late without sufficient notice.

Riders should contact Customer Service as soon as possible when experiencing circumstances beyond their control.

No-Show monitoring and rider notification

C‑VAN reviews all no‑show trips for each day to ensure accuracy. Each verified no‑show consistent with the policy is given one penalty point. Penalty points accumulated each quarter may result in a suspension of service. At the beginning of each new quarter, all penalty points accrued in the previous quarter are removed. Quarters are considered as January–March, April– June, July–September and October–December.

Riders are subject to a no-show suspension under the following conditions:

• Three penalty points have been accumulated in one quarter.
• A warning letter has been sent notifying the rider that they have accumulated three no-show penalty points

The number of verified no-shows is equal to 10% or more of completed trips. All suspension notices include a copy of the no‑show policy and information on disputing no‑shows and how to appeal suspensions. A service suspension begins on the date stated in the suspension notice and lasts for seven calendar days.

The third violation in a quarter triggers a warning letter but no suspension. Subsequent violations result in the following suspensions:

• Fourth violation: seven calendar day suspension;
• Sixth violation: seven calendar day suspension;
• Ninth violation: seven calendar day suspension;
• Twelve violation: seven calendar day suspension;
• Fifteenth violation: seven calendar day suspension; and
• Eighteenth violation: seven calendar day suspension.

Appealing No-Show Penalty Points

Riders wishing to dispute specific no‑shows can call Customer Service during normal business hours. Disputing a no‑show must occur within 15 calendar days from the date of the no-show notification. The rider should give an explanation or reason for the no‑show for staff to make an accurate decision on the retention or reversal of the no‑show.

You will receive written notice of a no‑show reversal in the mail, if applicable.

Riders can request the full no‑show policy, including the appeal process for no‑show suspensions, by calling Customer Service.

What if I reserve a lot of trips to the same place?

Subscription rides

Regular trips that begin and end at the same location and time and continue for at least three trips in a row are eligible for subscription rides. To request a subscription ride after showing a consistent ride history, follow the subscription ride reservation process:

• Ask for a subscription ride arrangement.
• Continue to request rides one to two days in advance until your subscription ride request is confirmed by a Customer Service Representative.
• Subscription ride requests may take up to two weeks to process.
• To avoid no‑show penalties, make sure to cancel any rides you may not need.
• Permanent changes to subscription rides will require a new ride history to establish a new subscription trip, and the requested time must be changed by a minimum of 30 minutes.
• Subscription rides will be cancelled for all C‑TRAN observed holidays, including New Year’s Day, Memorial Day, Independence Day, Labor Day, Juneteenth, Thanksgiving Day, and Christmas Day. Please reach out to Customer Service to verify your ride.

Excessive cancellations and no-shows may end your subscription ride arrangement.

What if I am traveling with other people?

Group rides

C-VAN riders who are traveling to or from a destination at the same time may request a group ride. Reservationists must be notified that the ride request is for a group ride at the time of booking. Due to space and schedule constraints, this is not always possible, so we recommend that riders plan ahead for the possibility that they may not be picked up at the same time and/or on the same vehicle.