Waiting for Pickup
Be ready and waiting to board 10 minutes before the scheduled pickup time, and up to 20 minutes after. Each customer is allowed five minutes to board the vehicle.
The driver will leave the vehicle and knock on your door or ring your bell. When possible, the Control Center will call you if the driver arrives and does not see you waiting. The best plan is to be ready to leave, near your door.
If you live in an apartment complex, or you’re at a public building (i.e. hospital or doctor’s office), and it takes a while for you to reach the lobby area, make sure you give yourself sufficient time. Make sure we have the correct phone number to reach you when picking you up for each leg or your travel.
If you are not ready to board, cannot be located, or decline the trip after the driver arrives it is considered a No Show. The Control Center may instruct a driver to leave without you if you are not ready. The vehicle will not come back, and your trip will be canceled as a No Show.
Boarding the Vehicle
In order to confirm the identity of our customers, the operators are required to check for one of the following forms of Identification before boarding a customer
- CCT Key Card
- CCT ID Card
If you do not have your CCT ID card or a valid state ID card, you may use another form of ID temporarily until you get a new CCT ID. Examples include a Medicaid or insurance card, bank card, prescription bottle, a letter addressed to you from a government agency, or a utility bill in your name.
You must pay exact fare for every ride when you board. Drivers are not permitted to make change. If you use a TrailPass or CCT Key Card, you must show it to the driver every time you board and keep it with you.
Driver Assistance
Drivers have strict guidelines as to what they can and cannot do. For instance, they are prohibited from entering premises to assist a rider. Drivers also cannot assist on broken sidewalks, stairs, porches, or if snow or ice has not been cleared.
Drivers can:
- Assist ambulatory customers to and from the door of the pick-up location, on and off the vehicle, and to the destination entrance.
- Assist customers in manual wheelchairs up/down one step or curb, or on a ramp, provided the weight of the occupied chair does not exceed the driver’s ability to safely maneuver it. For safety, ramps must meet the Philadelphia Department of Licenses & Inspections specifications, or the specifications of your municipal code enforcement agency if you live outside of Philadelphia.
- Provide “arm assistance” to customers who can safely walk up/down multiple steps.
- Carry a customer’s unoccupied manual wheelchair up/down steps.
- At the vehicle, assist riders in powered wheelchairs or scooters from the curb onto the lift, and onto the vehicle to be secured.
- Provide assistance with fastening seatbelts. Pennsylvania State law requires all riders to wear a seatbelt.
- Help secure an approved child restraint or booster seat if you are traveling with a child under 8 years old.
Drivers can never carry you, lift you out of your seat, or move your limbs for you. If you require more assistance, you must bring your Personal Care Attendant or a guest.
Bags, Parcels, and Large Items
Drivers will assist customers with a maximum of two bags or parcels, which cannot exceed a total weight of 50 pounds. The customer’s guest or Personal Care Attendant may carry two more bags per person.
If you use a shopping cart, have it folded. Bulky items of any weight and items that pose a safety hazard are not permitted.
Walkers, canes, rollators, manual wheelchairs, motorized wheelchairs, wheelchair strollers, scooters, and other mobility devices are permitted. If your device is powered, it must be charged. Gas-powered devices are not permitted.
As with fixed-route service, you may bring portable oxygen on CCT Connect for personal use.
Travel with Children
Children of any age ride at the same fare as an adult guest.
By Pennsylvania State Law, children under the age of 8 must ride in approved child restraint or booster seats. You must bring an approved child restraint or booster seat if you are traveling with a child under 8 years old. A child may not ride on your lap.
Children under the age of 2 must ride in rear-facing car seats, children 2 to 4 years of age in front-facing car seats, and children older than 4 but less than 8 years of age in booster seats rated for their height and weight by the manufacturer.
Checking on a Ride
Call Where’s My Ride at (215) 580-7720 to check on your ride. This service is available 24 hours daily.
Changing a Trip Time
As soon as you realize that your reserved time will not work, call Where’s My Ride to see if a time change can be accommodated. It may not be possible, or it may be at a time later than you would like.
We make every effort not to leave you stranded, but every available vehicle and driver may already be in service. It is unlikely that time changes will be available during times of peak travel.
Canceling a Trip
If you do not need the ride you reserved, call immediately to cancel. On the day of travel, call Where’s My Ride and select the phone menu option to cancel your trip.
Cancel reservations for future trips by calling the Reservations Line. You may always use the automated system to cancel your rides.
If you cancel less than two hours before your trip is scheduled, it will be considered a Late Cancellation.
Weather Emergencies
Service may be affected by local road conditions during weather emergencies. Weather updates for CCT Connect service are provided to KYW NewsRadio (1060AM), posted to Live View, and posted to our Twitter feeds.
You may also call Where’s My Ride or CCT Connect Customer Service for information. Generally, if SEPTA buses are running, CCT will be running.
Rider Do’s and Don’ts
- You cannot smoke, eat, or drink on CCT vehicles.
- You must use headphones to listen to music or other audio entertainment.
- You cannot board if you have open wounds or are dripping blood or other bodily fluids.
- You cannot board if you have an insect infestation.
