For questions related to NCTD fixed-route bus and rail service, customer service, lost and found, lost Paratransit ID Cards (or replacement), or general questions, please call NCTD’s Customer Service department at (760) 966-6500 between 7 a.m. to 7 p.m. Monday through Friday.

To reserve a trip, eligible customers must call the LIFT Reservation line at least one day prior to the day of their trip. Customers may schedule rides up to seven days in advance. LIFT reservations are taken seven days a week from 8 a.m. to 5 p.m. For trips traveling to the San Diego Metropolitan Transit System (MTS) service area, reservations must be made by 5 p.m. the prior day to allow time to coordinate the transfer between MTS ACCESS and NCTD LIFT. When reserving a return trip, customers should provide the earliest departure time and allow ample time to meet the vehicle. Extra time should be allowed for travel, pickup and drop-off of other passengers, and traffic delays. LIFT Reservationists may negotiate pickup times with passengers up to one hour before and/or one hour after the requested pick-up time. If a pick-up time request is adjusted after the trip is reserved, customers will be notified at least the day before the trip is scheduled.

Trips are scheduled on a one-way basis. Customers will need to schedule two separate trips for each leg of a roundtrip.

Customers are required to provide the following information when making a reservation :

• Customer’s first and last name
• NCTD LIFT identification number
• Date of travel
• Pick-up address (including apartment number, building or business name, or other specific information)
• Desired pick-up time OR appointment time
• Physical address of the destination (including apartment number, building or business name, or other specific information)
• Whether a PCA, companion, or child will travel with the customer
• Whether a mobility device such as a wheelchair or scooter will be used during transport
• Whether assistance will be needed beyond the curb, as necessitated by the customer’s disability

Same-Day Trips Request

Passengers are required to reserve trips at least one day before the date of travel. However, a limited number of same-day trips may be accommodated each day to help meet unexpected needs. Such trips are not guaranteed.

Subscription Trip Request

Customers who need trips on a repeated or recurring basis, such as to work or dialysis treatment, can request a subscription trip. Subscription trips can be requested after a consistent trip pattern has been established for a minimum of two weeks. NCTD has a select number of reservations reserved for subscription trips. If designated subscription trip reservations are full at the time of your request, your name may be added to a waiting list. Once your subscription request can be accommodated, MV, NCTD’s LIFT operations contractor, will contact you to confirm the subscription details. Please note that subscription service is not mandated by 49 C.F.R. § 37.133.

Customers may put their subscription service on hold for up to 60 days by notifying LIFT at (760) 726-1111. After 60 days, any subscription that has not been reactivated will be discontinued.

Customers must call the LIFT Reservations Department at least two hours prior to the pickup time to cancel a trip. Trips cancelled with less than two hours’ notice, cancelled at the door, not taken because the customer cannot be located, or due to no fault of the LIFT Operator will result in a “no-show” being placed on the customer’s record. Any trip missed by a passenger for reasons beyond his or her control will not be counted as a no-show. Customers may dispute a no-show by calling LIFT at (760) 726-1111. The consequence of repeated no-shows is suspension of LIFT service as set forth below.

Subscription trips will be cancelled automatically on the following holidays:

New Year’s Day
Memorial Day
Independence Day
Labor Day
Christmas Day

Customers who need a ride on one of these holidays should call LIFT reservations to reschedule at least one day in advance of the holiday.

Customer service centers provide service information, trip planning assistance, and up-to-date information on service modifications during emergency situations. NCTD Customer Service has the ability to provide accessible communications for customers with limited English proficiency and those with hearing disabilities.

Oceanside Transit Center
(760) 966-6500 | 7 a.m. – 7 p.m.

Vista Transit Center
(760) 966-6565 | 8 a.m. – 5 p.m.

Escondido Transit Center
(760) 967-2875 | 8 a.m. – 7 p.m.

NCTD encourages certified ADA paratransit customers to take full advantage of NCTD’s accessible fixed-route bus and rail service. Customers who are certified to use paratransit may apply for a free Paratransit ID card. not required to utilize LIFT services. This card provides LIFT customers with free travel on BREEZE, SPRINTER and COASTER, not valid on FLEX. Customers presenting a card which specifies “PCA: Y” may travel accompanied by a PCA who rides free of charge on BREEZE, SPRINTER, COASTER and LIFT. PCA pays regular fare when accompanying a certified LIFT client on FLEX.

To receive a Paratransit ID card:

Customers may present their paratransit certification letter and photo ID to Customer Service in the Oceanside, Vista and Escondido Transit Centers.

Paratransit ID cards are free the first time you receive one and upon renewal of LIFT certification. There is a $7.00 charge to replace lost or stolen ID cards. To inquire about a replacement card, customers can contact the NCTD Customer Service Department at (760) 966-6500.

Drivers may not request or accept a tip for the service that they provide.

NCTD offers LIFT customers the option of buying multiple one-way LIFT tickets in the form of a booklet. LIFT booklets are sold at NCTD’s Customer Service offices located in Oceanside or Escondido. Customers may also order booklets over the phone by calling (760) 966-6500. The cost for a book of 10 one-way tickets is $50.00. Credit cards are accepted as payment over the phone (Visa or MasterCard only). Tickets may be mailed to the customer or picked up in person when purchased over the phone.

NCTD LIFT services may be subject to traffic impacts due to severe weather or emergencies. NCTD will make every effort to ensure that any LIFT customer awaiting a return ride will be provided that service; however, customers should expect delays of up to several hours during severe weather and other emergencies impacting traffic. If NCTD must cancel a LIFT reservation due to an emergency, customers will be called on their primary number prior to the initial pick-up. Customers are encouraged to keep up-to-date contact information with the LIFT Call Center by calling (760) 726-1111 or (760)901-5348

NCTD operators and conductors are required to make announcements on all BREEZE, FLEX, SPRINTER, and COASTER vehicles. Customers should listen for announcements and follow the directions of NCTD staff during emergencies.

All COASTER and SPRINTER rail stations have public announcement systems and sign displays which notify customers of service updates when necessary. In addition, information may be obtained from NCTD staff or Transit Ambassadors assigned to stations.

NCTD encourages all LIFT customers to have an alternate route home in case an emergency blocks regular routes. Alternate routes may include a combination of bus and rail modes, taxi service options, or temporarily sheltering at a relative or friend’s residence. Being personally prepared and having a back-up plan is a good practice.

At times, road closures, traffic conditions, weather elements, or other emergency situations may impact NCTD’s regular fixed-route and LIFT service. NCTD will continue to operate safely to transport all customers to their destinations; however, under some circumstances, NCTD may have to modify services, which can result in detours or delays or, on rare occasions, the cancellation of service. During such circumstances, NCTD will update all information resources as quickly as possible to ensure that disabled customers on all transit modes can access real-time status updates. Disabled customers may use the following resources to obtain updated service information:

Accessible Communications:

Customers may use wheelchairs, canes, walkers, strollers for children with disabilities, and all other common mobility devices. All NCTD vehicles are able to accommodate, at a minimum, all occupied wheelchairs weighing up to 600 pounds and measuring 30 inches in width and 48 inches in length. If you and your wheelchair exceed those specifications, NCTD will make every effort to accommodate you if the combined weight (wheelchair and occupant) does not exceed the lift/ramp specifications and lift/ramp capacity of the vehicle, and where doing so is consistent with legitimate safety requirements as provided by the Department of Transportation ADA regulations.

Customers who are concerned about the size of their mobility devices, or who have questions as to whether the device will fit on board LIFT vehicles, should call LIFT at (760) 726-1111 to determine whether the wheelchair or mobility device can be accommodated. If there is any question as to accommodation, the customer may call the NCTD Paratransit Services Program Administrator at (760) 967-2842, or visit NCTD headquarters at 810 Mission Avenue, Oceanside, CA 92054, and arrange an appointment to have the wheelchair or mobility device measured.

Customers who are transferable are able to move from their mobility device to the seat of the vehicle and back with minimum assistance. Minimal assistance is defined as a driver extending an arm or stabilizing the mobility device while the customer moves in and out of the device. Drivers are prohibited from lifting or carrying customers. For safety reasons, customers using three-wheel scooters are encouraged to transfer out of their scooters into the seat of the paratransit vehicle whenever possible.

Drivers cannot assist customers who use mobility devices up or down steps or other obstructions over 5/8 of an inch in height.

A ramp must be available, or the customer must have someone available at the pick-up and drop-off location to provide assistance negotiating obstacles.

Customers may travel with oxygen tanks and respirators when using NCTD’s LIFT paratransit service. For safety reasons, oxygen tanks and respirators must be secured to prevent them from falling or becoming dislodged.

Service animals are permitted to accompany individuals with disabilities in NCTD vehicles and facilities.

Service animals may travel on paratransit vehicles,
subject to the following conditions:

• Service animals must remain on a leash or harness except when performing work or tasks where such tethering would interfere with the animal’s ability to perform.
• Service animals must remain under the owner’s control and not pose a direct threat to the health or safety of others.
• Service animals must remain in a down or sit position.
• Service animals may not block the aisle of the vehicle.

Small pets are allowed only in proper enclosed pet carriers. The carrier must be able to be placed on the floor in front of you or on your lap. The carrier must not block seats, aisles, doorways, or exits and may not take up a separate seat space. Pet carriers are not allowed on the seats at any time.

A limited number of packages are allowed on the vehicle. The amount allowed is equivalent to two paper grocery bags or six plastic grocery bags, with a total weight of no more than 25 pounds. Customers must be able to carry and/or physically control every item. Positioning of the carry-on items must not create an unsafe situation for any passenger or the operator. If the situation is deemed unsafe, all or some of the items may not be allowed on the LIFT vehicle. The driver may help customers load packages only from the curb to the vehicle and from the vehicle to the curb.

The Americans with Disabilities Act (ADA) of 1990 and 49 CFR Part 37-Transportation Services for Individuals with Disabilities, requires public entities operating a fixed-route transportation system to also provide complimentary paratransit service to an individual whose disabilities preclude them from using fixed-route bus service.  49 Code of Federal Regulations (CFR) §37.125(h) of the ADA regulations allows paratransit service to be suspended for customers who establish a “pattern or practice” of missed scheduled trips.  In addition, 49 CFR §37.5(h) allows for the suspension of services to an individual with disabilities because that individual engages in violent, seriously disruptive, or illegal conduct, or represents a direct threat to the health or safety of others (collectively “disruptive behavior”).

The purpose of the North County Transit District’s (NCTD) customer no-show cancellation and service suspension policy is to:

• Define the timeframes for scheduling and/or cancelling a trip
• Define a no-show
• Define a late cancellation
• Specify the progress steps and penalties for excessive no-shows and late cancellations
• Outline the no-show and late cancellation appeals process.
• Define fare evasion suspension
• Define disruptive behavior suspension

Definition of a no-show

NCTD defines a no-show as a customer not at the scheduled pick–up location at the scheduled time.

If the customer is not at the scheduled pick-up location at the scheduled time, the driver will wait for five (5) minutes before marking the customer a no-show.

Definition of a Late Cancellation

A late cancellation is defined as a trip that is cancelled less than two hours before the scheduled pick-up time for circumstances that are within the customer ’s control; OR a customer cancelling a ride with a driver upon arrival of a vehicle.

If a customer misses a scheduled outbound trip, LIFT will not automatically cancel his/her return trip. Each leg of the trip is treated separately. Without an indication from the customer that the return trip is not needed, it will remain on the schedule. Excessive late cancellations and no-shows may result in suspension of service.

Progressive steps for excessive no-shows and late cancellations

NCTD tracks all no-shows and late cancellations utilizing the NCTD Scheduling Software. If the customer is not at the scheduled pick-up location at the scheduled time, the driver will wait for five minutes before contacting dispatch who will record the customer as a no-show and provide permission to the driver to depart the scheduled location. No-show verifications will be completed through landmark identification received by the driver prior to departure from the scheduled location and vehicle location (GPS) data.

Cancellations that are received less than two hours prior to the scheduled pick-up time by the LIFT Call Center are entered and tracked within the NCTD Scheduling Software.

Each verified no-show or late cancellation will count as one no-show. An accumulation of three or more No-Showed trips in a month are considered excessive and will be considered a “pattern or practice”. Customers may be suspended after they meet all the following conditions:

1. Accumulated three or more no-shows or late cancellations in one calendar month;
2. Have booked at least ten (10) trips within the calendar month; and
3. Have “no-showed” or “late cancelled” at least 10% of those trips.

The No-Show/Late Cancellation Suspension Policy dictates the following outcome within a 12-month rolling period from when the customer meets all the conditions above, which will result in a first offense.

First offense – 7-day suspension

Second offense – 14-day suspension

Third offense – 21-day suspension

Fourth offense – 28-day suspension, maximum

Process of Warnings, Penalties & Appeals

1. First no-show or late cancellation within a calendar month:
   • Action taken: None
2. Second no-show or late cancellation within a calendar month:
   • Action taken: None
3. Third no-show or late cancellation within a calendar month and all no-show conditions have been met:
   • Action taken: A Warning Letter will be sent to the customer’s address of record.
     • This notification will advise the customer of NCTD’s intent to suspend them from LIFT service for a period of seven (7) days.
     • Customers may submit a request to excuse any no-show or late cancellation that they believe to be incorrect or beyond their control within fifteen (15) days from the date of the Warning Letter.
4. If there is no response to the Warning Letter within fifteen (15) days:

• • Action taken: A Final Suspension Letter will be sent to the customer’s address of record.
    • NCTD will provide thirty (30) days from the date of the Final Suspension Letter to allow the customer to make alternative transportation arrangements.

No-shows and late cancellations will be tracked each month. However, it is the customer’s responsibility to track his/her late cancellations and no-shows to ensure that they are kept within an acceptable level. It is also the customer’s responsibility to ensure that LIFT is properly informed of any change in mailing address to ensure all correspondence is received in a timely manner.

Letter of Warning or Suspension  

A warning letter will be sent to the customer after meeting all the above conditions, to remind and inform them of the no-show policy and appeal process and notify them that their LIFT privileges will be suspended if no response excusing the no-shows and/or late cancellations is received within fifteen (15) days from the date of the Warning Letter. All Warning and Suspension letters will be mailed at the end of each month, to the most recent address provided to NCTD in connection with the paratransit application process. The letter will contain the following information:

• A listing of the dates when the no-shows occurred
• Times of the no-shows at issue
• Pickup locations and destinations for the no-shows at issue
• If not related to no-shows, the basis of the suspension
• The dates of the pending suspension
• Instructions on how to file an appeal for a suspension

All Warning and Suspension letters will be made available in alternative formats, upon request. Service suspensions can be appealed by following the directions included in the Warning and Suspension letters.

Complete information about the appeals process will be included with the service suspension letter.

Customers may appeal a proposed suspension by contacting NCTD at ADAAppeals.NCTD.org; or contacting the Manager of Paratransit and Mobility Services at (760) 967-2842; visiting the NCTD headquarters located at 810 Mission Avenue, Oceanside, CA 92054; or submitting an appeal in writing to the same address, within 15  days of the notice of suspension being mailed. Once NCTD receives an appeal, NCTD will contact the appealing party within seven (7) days to request additional information, schedule a meeting, or notify approval of the appeal. Appealing parties have thirty (30) days to supply additional information as requested or appear in person to have the appeal heard. Appeals are heard by a NCTD ADA/Paratransit Committee. Once all information is gathered, NCTD will make a final decision and notify appealing parties within thirty (30) days. If a customer notifies NCTD of his or her intent to appeal, the suspension will not take effect until after the appeal is completed and a decision made.

The No-Show and Late Cancellation Policy applies to all LIFT customers including those who receive subscription service. Customers who cancel or no-show an equivalent to 50 percent or more of their trips in any given month shall be removed from subscription service. If a customer is removed from subscription service, they will need to contact the LIFT provider to request to be added back on subscription service pending available space. If a customer is removed from their subscription service due to no-shows and late cancellations, they will not be eligible to return to subscription service for one month, pending available space. To appeal a suspension, refer to the process in the “Appealing a Suspension” section below. If a subscription customer receives two (2) service suspensions in a floating 12-month period, the subscription will be cancelled. The customer will still be able to schedule trips on LIFT services when the second suspension is over; however, the subscription will be cancelled, and the customer will be required to call LIFT to book all future trips.

NCTD requires a fare or valid form of fare media to prove that they have paid the proper fares for each trip. Evading payment of transportation fares is prohibited under California Penal Code Section 640(c), California Public Utilities Code Section 99580, et seq. and this policy. Fare evasion is subject to penalty and includes the following:

• Entering an NCTD vehicle without adequate fare media.
• Misuse of a NCTD pass, ticket, or token with the intent to evade the payment of adequate fares.
• Duplicating, counterfeiting, altering, or transferring any nontransferable NCTD fare media.
• Falsely representing oneself as eligible for a waiver or a special or reduced fare or obtaining fare media by making a false or misleading representation.

Non-payment of the full or partial NCTD fare will be recorded on the NCTD LIFT/FLEX No Pay slip at the time of transportation. The driver will require the customer to sign the no pay slip acknowledging non-payment of the LIFT/FLEX fare at the time of incident. All customer no-pay events will be tallied at the end of each month, at which time, a letter will be sent to each customer with the dates of each incident and the total fare amounts owed to NCTD. The customer will have 30-days from the date of the letter to reimburse NCTD for all fares in the arears. If re-imbursement is not received by NCTD within the 30 days, the client will be suspended until all fares owed are paid in full.

Outstanding fare amounts can only be paid at one of the NCTD Customer Service locations. This is required to record all payments made and to clear the customer’s account. Please do not pay the driver for previous fares as this will not accept outstanding fares.

NCTD provides public transportation that is open to all members of the public, without regard to race, sex, religion, disability, age, national origin, pregnancy, gender, sexual orientation, income level, or any other personal factor. It is expected that NCTD personnel will treat all customers with dignity and respect. However, from time to time, there are situations when a customer’s conduct is so disruptive or offensive that it threatens the welfare, comfort and safety of the customer s and NCTD drivers and/or the safe operation of the Transit System. In such circumstances, NCTD reserves the right to suspend and/or terminate a customer’s riding privileges.

ADA regulations allow NCTD to deny paratransit services to customers who engage in violent, illegal, or serious disruptive behavior. Engaging in any of the below listed or other serious disruptive behaviors will lead to a written warning, suspension, and the removal from service depending on the frequency and the severity of the behavior.

Serious disruptive behavior can include, but is not limited to, the following:

• Displaying a weapon
• Unwelcome physical contact
• Damaging another’s property or the bus
• Shouting, profanity, and unruly behavior
• Use of drugs or alcohol on the bus
• Being intoxicated
• Spitting or relieving oneself on the bus
• Smoking is not allowed while on board an ADA paratransit vehicle
• Eating or drinking is not allowed while on-board an ADA paratransit vehicle unless there is an approved reasonable modification
• Leaving a seat while a paratransit vehicle is in motion
• Leaving a paratransit vehicle while it is parked to pick-up or drop-off another customer
• Disturbing a paratransit vehicle operator while the operator is driving
• Refusing to wear a seat belt or exit the vehicle
• Engaging in violent behavior, or physically or verbally threatening a vehicle operator or other customers
• Conduct that demonstrates an intent to defraud or constitutes a theft of service
• Bringing explosives, flammable liquids, acids, or other hazardous materials on board an ADA paratransit vehicle
• Damaging or destroying vehicle or equipment

Disruptive customers, as described above, shall be handled carefully to protect the safety of the other customers and the driver and the safe operations of the Transit System. Care will be taken by NCTD employees to help ensure that resolving the situation does not make the experience even more disruptive for other customers. The bus operator may request police and/or supervisory assistance when the situation warrants. Disruptive Behavior situations shall be handled in a consistent manner, without regard to any Personal Characteristics of the individual(s) involved.

Disruptive customers will generally be handled in the following manner:

• After the first incident, a written warning may be issued to the customer by NCTD, warning of a potential service suspension or service termination for the customer for and upon any future disruptive incident by the customer.
• After the second incident, a final written warning will be issued to the customer by NCTD, warning of a service suspension or service termination for the customer for and upon the customer’s next disruptive incident.
• After the third or successive incident or upon a prior incident if warranted as set forth below, the NCTD Manager of Paratransit and Mobility Services may issue a service suspension or service termination.

Customers who receive a written warning of any kind from NCTD may, within thirty (30) days of the date of the written warning, file a written response with the Manager of Paratransit and Mobility Services requesting to meet, discuss and review the incident. NCTD shall meet with the customer upon timely receipt of a written request.

SERVICE SUSPENSION/TERMINATION

Should a service suspension or service termination be issued, the duration will be determined based upon the severity of the situation and the likelihood or probability of a recurrence. A “Letter of Suspension/Termination” will be sent documenting the reasons for and conditions of the service denial and shall include the individual’s right to appeal and the requirements to file an appeal. Should a customer (s) commit an act of violence or threat of violence, display or use a firearm or other dangerous weapon, possess illegal drugs or use illegal drugs or alcohol, while a customer or in an NCTD facility, their services shall be terminated. It is understood that each situation involving a disruptive customer involves a unique set of facts and circumstances and follow up, if any, will be based on a review of these factors. Every effort will be made to mitigate the circumstances when possible. It must be noted that under serious circumstances, a suspension or termination of services may be issued after the first or second incident.

NCTD shall not impose restrictions or priorities based on a trip purpose. Furthermore, NCTD shall not limit the availability of LIFT to ADA paratransit eligible individuals by any of the following:

1. Restrictions on the number of trips provided to an individual;
2. Waiting lists for access to the service; or
3. Any operational pattern or practices that significantly limits the availability of service to ADA paratransit eligible individuals. Such patterns or practices include, but are not limited to:
   1. Substantial number of untimely pickups
   2. Substantial numbers of trip denials or missed trips
   3. Substantial numbers of trips with excessive ride times
   4. Substantial number of calls with excessive hold times
   5. Operational problems attributable to causes beyond the control of NCTD shall not be a basis for determining that such a pattern exists

Operational problems attributable to causes beyond the control of NCTD (including, but not limited to, weather or traffic conditions affecting all vehicular traffic that were not anticipated at the time a trip was scheduled) shall not be a basis for determining that such a pattern or practice exists.

Customers are required to inform the reservationist when they are traveling with a PCA to ensure that an extra seat is reserved on the LIFT vehicle. PCAs must have the same pick-up and drop-off locations as the customer. PCAs perform personal duties that drivers are not allowed to perform. Some of these duties may include, but are not limited to, the following:

• Assisting and directing a customer who is unable to travel independently
• Calming a customer who becomes upset in unexpected situations
• Preventing a customer from leaving her/his seat or opening a door when the vehicle is in motion
• Assisting a customer with managing her/his schedule and trip commitments
• Assisting a customer from the curb to the destination location and ensuring the customer’s safety at the destination location

NCTD suggests, but does not require, that applicants in need of a PCA should travel with a PCA. PCA eligibility is noted on each passenger’s NCTD reduced fare ID card and eligibility letter from ADARide.

Customers traveling with a child who needs a car seat must supply the child’s car seat and are responsible for its securement and removal. If necessary, the customer should bring a PCA to assist with securement and removal of the child’s car seat. Customers may bring regular strollers onto the paratransit vehicle but must take the child out of the stroller and secure the child appropriately with seatbelts or in an appropriate car seat. The stroller must be folded, kept under the physical control of the customer, and must not block aisles or cause safety concerns for other passengers or the operator.

California State Law (effective 1/1/2012) states the following:

• Children under the age of eight must be secured in a car seat or booster seat in the back seat.
• Children under the age of eight who are 4′ 9″ or taller may be secured by a safety belt in the back seat.
• Children who are eight years and over shall be properly secured in an appropriate child passenger restraint system or safety belt.
• Passengers who are 16 years of age and over are subject to California’s Mandatory Seat Belt law.

All state requirements for child safety will be followed. NCTD will deny service to a customer on the basis of non-compliance with the law. For the most recent laws please see California Vehicle Code §§ 27360 and 27363.