Riders Guides

Register for Transportation Service

In order to participate in the Ride DuPage transportation program, you must be a registered rider. To find out more about how to become a registered rider, visit the “Sponsor Guidelines” section of this web site or contact DuPage County Human Services at 630-407-6500.

Schedule a Ride

After you become a registered rider, you can schedule a ride by using the following directory:

  • City of Naperville, Naperville Township, Lisle Township, Village of Glen Ellyn, City of Wheaton, Milton Township and DuPage County Paratransit riders call 1-800-713-7445.
  • DuPage County Seniors contact 630-407-6500 and press 2.
  • DuPage County Veterans needing transportation to Hines VA Hospital contact 1-800-713-7445.
  • DuPage County Transportation to Work Programs contact 1-800-713-7445.

Identify yourself as a Ride DuPage rider and be prepared to provide the following information:

  • Complete and exact address and phone number of your origin and destination.
  • Appointment times (i.e. doctor, dentist, hair, etc.) or employment hours – allow a minimum 15 minute buffer between arrival time and appointment time.
  • Physical description of pick-up area including entrance, driveways, signs, entrance names or numbers, building names, etc.
  • Major intersections or cross-streets closest to pick-up location if known.
  • Name of travel companion/assistant and their travel needs.
  • Trip purpose is requested but not required. Trip purpose information is used by your sponsor for transportation analysis and the rider’s name is kept confidential.

Have call taker confirm the following information:

  • Pick-up time
  • Appointment time
  • Pick-up location – exact address
  • Drop off location – exact address
  • Special instructions for the driver
  • Return trip information
  • Cost of trip (payment is cash only and exact change is required)

Reservations

Reservation hours are between 6:00 a.m. and 7:00 p.m. seven days a week. Trips can be reserved up to seven days in advance. Same day reservations are not guaranteed and we encourage at least one-day advance notice. When requesting destination time of arrival (i.e., appointments), allow call taker to recommend a pick-up time. Be advised that the busiest travel times are between 5:00 a.m. and 10:00 a.m. and 2:00 p.m. and 5:00 p.m. Book rides that fall between those times well in advance to ensure availability whenever possible.

Appointments and Return Trips

It is very important to let the call taker know if you have an appointment time. Allow 15 minutes prior to appointment times. For example, if your work day starts at 8:30 a.m., tell the call taker your appointment time is 8:15 a.m. For return trips, allow at least 15 minutes after the completion of your appointment. For example, if your work day ends at 6:00 p.m., request a 6:15 or later pickup.

Travel Times

Be advised that the busiest travel times are between 5:00 a.m. and 10:00 a.m. and 2:00 p.m. and 5:00 p.m. Plan for longer ride times during busy travel hours. Book rides that fall between those times well in advance to ensure availability. Whenever possible, avoid discretionary trips such as grocery shopping or routine medical appointments during the busy travel hours.

Travel Assistant

Ride pick-up is from curb to curb. Drivers do not assist riders in and out of buildings but will make every effort to assist a rider into and out of the vehicle safely. When a rider’s needs are beyond the responsibility of the driver, a travel assistant is required. The travel assistant must be identified with the sponsor and can only ride with a registered rider. One travel assistant may ride at no charge.

Travel Companions

One travel companion (i.e. spouse, family member, friend) may ride with a registered rider at no additional charge.

Group Trips

Group trips are when 3 or more riders are departing from and returning to the same location.  These trips receive a discount. We strongly encourage scheduling group trips whenever possible. Please contact your sponsor for more information.

Ride Fares

Your trip cost will be confirmed by the call taker upon scheduling your ride. Be sure to have the exact fare in cash. The fare policy is determined by the sponsor. The rider should check with their sponsor regarding fare information.

Transportation Hours

Transportation services are available 24 hours a day, seven days a week.

Pick-up

The driver has a 15 minute window to pick you up. For example, if your scheduled time is 8:30 a.m., the driver has until 8:45 a.m. to pick you up. At 8:46 a.m., the driver is considered “late”. At that point, you can check the trip status by contacting 1-800-713-7445 and pressing 1.The driver is required to wait 5 minutes past the scheduled pick-up time. When the driver is late, he is still required to wait 5 minutes for you to appear.  If you do not appear within 5 minutes, the trip is considered a “no show” and you will be required to pay a $10.00 fine.

Ride pick-up is from curb to curb. Drivers do not assist riders in and out of buildings but will make every effort to assist a rider into and out of the vehicle safely.

Frequently, more than one rider is scheduled for a pick-up at a particular location. Before boarding the vehicle, confirm with the driver that the trip is assigned to you.

Special Pick-up Instructions

Please confirm a designated pick-up location or entrance.  For example, College of DuPage, M Building, Entrance M-3 or Yorktown Shopping Mall, JC Penny Upper Level, the north or south side of the railroad tracks. Some larger or more frequently traveled locations have designated drop-off and pick-up locations.  Ask the call taker if your destination is one of these locations.

Check Ride Status

If your ride is more than 15 minutes late, the rider should check the status of their ride by contacting the Ride DuPage call center at 1-800-713-7445 and pressing 1. The call is routed to a dispatcher who can provide an estimated arrival time.

Late Pick-ups

If you experience excessive tardiness from your transportation provider, please contact Pace Quality Assurance representatives at 1-800-606-1282 or your sponsor.

Cancel a Ride

If you need to cancel a ride, you are encouraged to do so as soon as possible but no less than 2 hours prior to pick-up time. A ride cancelled with less than 30 minutes of notification is considered a “no show” and the rider may be required to pay a $10.00 fine. When cancelling a trip, remember to cancel the return trip as well. To cancel a ride, contact 1-800-713-7445.

Apply for Subscription Rides

If travel is required for two days or more per week to the same location for an extended period of time, the rider may apply for a “subscription”. Subscription rides eliminate the need for contacting the call center to book trips every week. However, the rider is responsible for the occasional trip adjustment and cancellation. The same cancellation policy applies to all trips. To apply for subscription rides, contact your sponsor.

Shared Rides

In order to maximize our transportation resources, two or more people may be transported together if origin and/or destination locations are within reasonable distances.

Complaints

If you have a complaint regarding your ride, please contact Pace Quality Assurance representatives at 1-800-606-1282 or your sponsor.  Be prepared to describe the nature of the incident along with the date and approximate time, with as much detail as possible. Contact us immediately following the incident to get the most accurate report and timely response.

If you have not received a response within 30 days, please call our complaint line at 1-800-606-1282 to follow up. In rare instances, it may take more than 30 days to respond due to the complicated nature of the complaint.

Safety, courtesy and on-time performance are expected of our transportation providers and we need to know when the expectation has not been met.

Be aware that each sponsor may have additional riding policies that extend beyond the standard Ride DuPage policy. For more information, contact your sponsor.

Important Contact Information

  • To locate sponsors in your area, call DuPage County Human Services at 1-630-407-6500 and press 2.
  • To schedule a ride, see the “Schedule a Ride” section on this web page.
  • To cancel or reschedule a ride, call Ride DuPage at 1-800-713-7445 and hold for the next call taker.
  • To check the status of a ride, call Ride DuPage at 1-800-713-7445 and press 1.
  • To file a complaint, call Pace Quality Assurance at 1-800-606-1282 or your sponsor.