About the Program
How to Participate
How to Ride and Pay
FAQ
Opt-in Form
Program Agreement
Options introduces same-day transportation options for eligible Dial-A-Ride customers. Options uses third-party services to offer a flexible addition to your transportation toolkit.
Appointments and work schedules are often arranged weeks or months in advance, but life's spontaneous moments require flexibility. Options can help you tackle surprise challenges like same-day appointments, unexpected work shifts, and urgent personal errands.
Participating in the program is optional and does not take the place of normal services. Subscription trips and other trips scheduled in advance will remain the same.
Options & Dial-A-Ride Comparison
| |
|
|
| Availability |
Mon-Sat 6 a.m. – 11 p.m.
Sunday 10:30 a.m. – 6:30 p.m.* |
Mon – Fri 5 a.m. – 10 p.m.
Saturdays 6:30 a.m. – 10 p.m.
Sunday 10:30 a.m. – 6 p.m. |
| Rides Per Month |
Limited |
No Limit |
| Subscriptions |
Individual Trips Only |
Available |
| Accessible Vehicles |
Limited |
Available |
| Customer Fare |
Starts at $2.50 |
$2.50 |
| Tips |
Allowed but not included |
Not Allowed |
*Options uses Call Center hours so that customer service and same-day services are equally available to all participants. Transportation outside of these hours can still be scheduled in advance.
How to Participate
| Benefits |
Requirements |
| Fast and flexible transportation services. |
Dial-A-Ride customer in good standing for the last 3-6 months. |
| Handles last-minute trips or unexpected changes. |
Readiness to provide feedback about the program. |
| Request rides independently with your own account. |
Opt-in form and agreement with StarMetro. |
How do I know if I'm in good standing?
Dial-A-Ride customers who have unconditional eligibility are welcome to opt in. Staff will review your trip history to determine if you are a good fit for this program before confirming your participation.
How do I provide feedback?
Throughout the pilot, participants will be asked to provide feedback about the program and services received through short surveys, and can also email Options@Talgov.com or call customer service at 850-891-5199 to share their experiences.
Does Options sound like a good fit for your needs?
Request to participate!
Things to keep in mind
- Opt-In Forms can take up to 21 days to process. If you require the Opt-In Form in a different format, please email options@talgov.com or call 850-891-5199.
- Participants can request up to 16 same day rides each month.
- StarMetro is not able to request Uber rides on a customer's behalf.
- The No-Show Policy and Code of Conduct apply to all Dial-A-Ride programs.
- Customers who violate program terms or establish a pattern of late cancellations and no-show may be removed from the Options Pilot Program.
- Third-party companies may have fees associated with no-shows or other last-minute changes. It is the participant's responsibility to read all terms of service carefully.
- Regular bus service is still the most cost-effective way to travel within Tallahassee. Many paratransit customers qualify for reduced fares at just $0.60 per trip. Ask about free travel training today!
How to Ride and Pay
You can request up to 16 same day rides each month using your own account for a third-party service like Uber on a smartphone or computer.
Uber and other ride hailing apps are perfect for current Dial-A-Ride customers who:
- Do not require driver assistance (curbside pickup/drop off only).
- Are comfortable with using a third-party service and making digital payments.
Options participants are not identified as paratransit customers to third-party employees and drivers. They generally expect riders to identify, board and exit the vehicle without assistance.
Therefore, third-party services may not be suitable for customers that need driver assistance or other accommodations when riding alone.
Customers with a variety of accessibility needs are welcome to participate in Options. This program provides an exciting opportunity for StarMetro to show the private market that there is demand for more accessibility in same-day services.
Uber drivers use their private vehicles and can generally accommodate service animals, folding walkers, and other small mobility devices. Options participants who ride with large mobility devices can call StarMetro to request a same-day pickup on a wheelchair-accessible vehicle.
Options participants who ride with large mobility devices can call StarMetro customer service at 850-891-5199 to request a same-day pickup on a wheelchair-accessible vehicle.
Keep in mind that StarMetro is not able to request Uber rides on a customer's behalf, and the availability of vehicles to provide same-day service is not guaranteed. All customers can continue to use Dial-A-Ride to book in advance on vehicles that meet ADA requirements.
Learn more about ADA Requirements.
Participants may create an Uber account or use an existing Uber account to request rides.
A phone number and payment method are required to create an account. The information used to make the account must be the same information provided on the Opt-In Form for program vouchers to be applied.
Participating customers are expected to read all terms and conditions carefully. Customers must accept the terms and conditions when making an account with any third-party service and will be responsible for abiding by those terms.
How to request a ride - Uber Help
Program vouchers should activate automatically, but the discount will only be available during program hours and does not apply to premium or luxury vehicles.
- Customers are responsible for a $2.50 copay.
- After that, StarMetro covers up to $16.08 of the trip cost.
- Any remaining fare must be covered by the customer.
Your fare is automatically charged to the payment method associated with your account. Uber drivers should never request an in-person payment.
Periods of high demand or requesting unusually long rides may result in an increased fare, as shown in the example below.
| Ride Length |
StarMetro Covers |
Customer Fare |
| Short ride ($12.59) |
$10.09 |
$2.50 |
| Long ride ($20.91) |
$16.08 |
$2.50 + $2.33 |
Uber will always display the reduced fare before your ride is offered to drivers. Confirming a ride request serves as your agreement to pay for that ride. No additional discounts are applied after confirming a ride and StarMetro is not able to refund any third-party payments.
If you receive confirmation from StarMetro that you are participating in Options but reduced fares are not available in the Uber app, please email Options@Talgov.com or call 850-891-5199.
Frequently Asked Questions
Options participants can travel anywhere in Leon County. Rides that begin or end outside of the county limits will not be eligible.
Most of the time, a driver will be available for pickup within 15 minutes. However, during peak times or seasonal activity, the wait for an available driver may be longer. Please plan accordingly.
Example 1: Quick delivery
Jose has just had dinner and is relaxing at home listening to the radio when he gets a call from his son-in-law. Jose's daughter went into labor that afternoon with his first grandchild!
Jose is legally blind and cannot drive, so he opens his app and uses the accessible interface to request a ride to the hospital's address.
The app tells him the ride would normally cost about $21, but since he's an Options participant, his ride is discounted to $4.92. The fare is a higher than usual since it's rush hour and the hospital is across town.
Jose decides it's worth it and confirms his ride request.
He goes outside to wait and hears a vehicle arrive about 10 minutes later. To be safe, he makes sure the driver's name matches the assigned driver in the app before he gets into the car.
Allen drives to the hospital and goes the extra mile by locating the maternity ward where Jose's son-in-law is waiting for him. Jose thanks Allen and gives him a great review and a small tip through the app before joining the rest of the family. It's time to welcome his grandson into the world!
- Uber: $4.92 + $2.00 tip
- Total cost for transportation: $6.92
Please report any accidents or incidents to StarMetro as soon as possible for recording purposes. If you have a question, concern or request related to a ride requested through a third party, please use their help center for resolution:
View Customer service - Uber Help.
StarMetro cannot access individual accounts, facilitate communication, or assist with customer service issues related to third-party services. Third-party employees and drivers do not represent the City of Tallahassee.
Throughout the pilot, participants will be asked to provide feedback about the program and services received through short surveys, and can also email Options@Talgov.com or call customer service at 850-891-5199 to share their experiences.
Example 2: Errands before dinner
Due to her medical condition, Cindy gets tired easily and lives too far from a bus stop to use the fixed route on a regular basis, but she likes to use the bus when in town since it's only $0.60 fare. Being an Options participant gives her the confidence to use the fixed route and be spontaneous, since she always has a quick way to get home.
She's ordered a new prescription this morning and would like to pick it up this afternoon before joining her friend Linda for dinner. They choose a restaurant that shares a bus route with Cindy's pharmacy.
After she gets the phone call that her prescription is ready, she uses her app to request a ride, setting the pharmacy as her destination. She gets her medicine quickly, and then waits for her bus at a nearby bus stop.
The bus drops Cindy off at the bus stop near the restaurant for her dinner with Linda. After their dinner, Cindy is getting tired, so she opens her app to request a ride back to her house.
- Uber: $2.50 + $2.50
- Bus: $0.60
- Total cost for transportation: $5.60
Options uses Call Center hours so that customer service and same-day services are equally available to all participants. Transportation outside of these hours can still be scheduled in advance.
View Call Center Hours.
Customers will still have access to Dial-A-Ride services throughout the program and can opt out at any time. Please take a short exit survey to end your participation or call 850-891-5199.
Example 3: Scary symptoms, easy switch
Alfred wakes up with unusual pain and needs to see a doctor to get it checked out. He normally takes Dial-A-Ride with a subscription trip that takes him to and from work every weekday.
He calls StarMetro customer service to cancel his trips for that day. Because he is participating in Options, he's able to request a same-day trip to Urgent Care instead.
The nearest Urgent Care is not far away. Due to his disability, he requires an accessible vehicle. After a few minutes, the representative confirms there is a space available on a nearby vehicle and tells him the driver will be there in approximately 10 minutes. He can give the driver a token or $2.50 in cash like he usually does on his subscription trip.
She asks if he needs to schedule a trip home for later in the day, but he reassures her that his son wants to meet him there and will be able to take him home.
In just a few minutes, Alfred is on his way to Urgent Care.
- Dial-A-Ride: $2.50
- Ride home with son: $0.00
- Total cost for transportation: $2.50