Rider Guidelines
Booking a Ride
To book a ride, contact PEX Dispatch at (877)-214-6073 between 8:00 AM and 7:00 PM, Monday to Friday. Reservations must be made at least three business days in advance. Calls placed after 2:00 PM count towards the next business day. Confirmation calls are provided one business day prior to your scheduled ride. Please keep in mind that we are public transportation so there is a possibility that you may be on the vehicle with other clients. Business days are defined as:
Monday- Reservationists book for Thursday, after 2pm we book for Friday
Tuesday- Reservationists book for Friday, after 2pm weekends and Monday
Wednesday- Reservationist book for Monday, after 2pm we book for Tuesday
Thursday- Reservationist book for Tuesday, after 2pm we book for Wednesday
When booking your ride, please have the following information ready:
• Full name
• Exact pick-up and drop-off locations
• Desired time and date for your trip
• Special assistance requirements, if any (e.g., mobility aids, PCA accompanying)
Accessibility and Accommodations
PEX vehicles are equipped with features to accommodate passengers with mobility challenges, such as wheelchair lifts and securement systems. Passengers with scooters or battery-operated wheelchairs that are not compatible with the Q-Straint straps will need to be transferred to the vehicle’s seat. Please inform us in advance if you require any specific accommodation.
Lost & Found
Lost items can be reported within seven business days by contacting Dispatch between 8:00 AM and 4:00 PM, Monday through Friday. PEX is not responsible for lost or stolen items.
Cancellation and No-Show Policy
To avoid penalties, cancel or reschedule your ride by calling Dispatch at least one business day ahead of your scheduled trip. Same-day cancellations and no-shows lead to service disruptions and may result in the following penalties:
• After 3 occurrences within 30 days, riders receive a 30-day suspension.
• After additional occurrences, riders face a 60-day suspension or permanent loss of riding privileges.
Day-of Expectations
Arrive at the pickup location 5 to 10 minutes before the scheduled departure time to ensure you don’t miss your ride.
Payment
Fares must be paid with exact change or checks; drivers do not provide change.
Shopping Bags
Clients are informed when scheduling grocery trips that the bag limit is 6 small Kroger/Wal-Mart bags or 3 large grocery bags.