Trips can be scheduled by calling (502) 875-8565.  Office hours of operation are Monday-Friday, 6 a.m.- 5 p.m.  When calling for a reservation, your call will be answered in the order it is received.

Reservations are accepted 14 days in advance.  Trips must be scheduled 24 hours in advance and before 2:30 p.m. prior to the day of service.  We cannot schedule same day trips or trip changes. Riders may only schedule a maximum of 3 trips per day.   A trip is considered one pick-up and one drop-off.

When Scheduling, Please Have the Following Information Available:

•  Name of passenger

•  Day and date of your trip

•  Requested pick-up time or appointment time

•   Exact street address of the trip origin and destination (business names and intersections will not be accepted)

  • •  It is the Rider’s responsibility to provide location addresses

•  Number of people traveling with the passenger, including personal care attendant (PCA) and/or companion and/or service animals.

•   Please confirm dates, times, and addresses before ending the call to ensure the accuracy of your scheduled trip.

A no-show occurs when a Demand response passenger does not board the vehicle within 5 minutes after it arrives on time within the 30-minute ready window.  If a driver cannot locate you when they arrive, the driver can wait only five minutes for you. It is important when calling for a return trip that you notify dispatch which door you will be located at if you are at a building with two entrances. The driver will knock on your door or look for you in the lobby of the building, but you must be present and ready to board. 

If your trip was a “No Show” we will suspend all other scheduled trips for the remainder of the day.  If a trip is still required, you must call and speak to a dispatcher.  Your trip will be based on the next available bus and could result in longer wait times. 

Riders are only allowed a certain number of no-shows within a 30 day period.   A courtesy letter will be sent to riders with excessive no-shows.  Passengers who continually miss scheduled rides may face suspension from the service.   Four no-shows within a 30 day period may result in a 2 week suspension of Demand Response services.

It is not the intent of Frankfort Transit to ever deny a rider service for needed appointments and errands, nor is it the intent of this policy to punish riders for rides missed due to circumstances that were out of the rider’s control. 

The following circumstances do not count against a rider when determining the number of No-Shows:

•  Illness that prevents the rider from traveling, including chemotherapy and dialysis patients whose treatments may make them too ill to travel.

• Family emergencies

• Transit agency error, including scheduling mix-ups

• Transit agency bus is late for the pick up

• Other circumstances that may arise that upon review demonstrate the missed ride was due to factors out of the passenger’s control

If at any point you have been charged with a No-Show in error or wish to appeal a suspension, you may call the Frankfort Transit Superintendent at (502) 352-2089.

Trips scheduled with Demand Response are considered Will-Call trips for return transportation (except when scheduling through JOBS access).  Your return trip will be set up as a “WILL CALL”. An estimated time for return will be entered; however, you MUST contact dispatch at (502) 875-8565 to let them know when you are ready to be picked up or if you need to cancel your return trip.

Will-call trips can result in a wait up to 1 hour.  Please be prepared for the wait and bring with you medications, appropriate weather attire and other supplies you may need while you are out.

Demand Response Service is a shared ride, multi-passenger bus service.   Frankfort Transit provides more than 60,000 trips annually.  Each pick-up scheduled is very important to us.  We ask that riders be ready to board the vehicle within 5 minutes of the vehicle arriving to allow ample time to pick up passengers.  If all attempts to locate the rider have failed within the 5-minute time period to board, the driver is instructed to depart and you will be consider a “No-Show.”  (Example: If your pick-up window is scheduled for 8:30 a.m. and 9:00 a.m., and the bus arrives at 8:45 a.m., you must present yourself to the driver no later than 8:50 a.m.).

Passengers should be picked up in the main lobby ready to board the vehicle within 5 minutes of the vehicle arriving during the 30-minute pick-up window.  Drivers are not permitted to go to rooms to pick up riders.   Drivers cannot assist riders into or out of nursing homes, so please have staff ready to assist the individual boarding/off boarding.  If an individual other than the rider is responsible for the fare, please notify the dispatcher so the fare can be collected from staff personnel or a PCA at the time of boarding.   Riders will be dropped off in the main lobby of the nursing home and staff will be notified.

Due to weather, such as snow and ice, Demand Response services may be cancelled or delayed.   Frankfort Transit will make every attempt to operate if local law enforcement permits us to use the streets.  For your safety, drivers will use their discretion to determine road conditions.  If streets, driveways, or sidewalks are not cleared for safe passage, the driver will not be able to complete the pick-up. If you are not comfortable traveling in these conditions, please call and cancel your trip.

Smoking, vaping, eating and drinking are strictly prohibited on any Demand Response vehicle.   If you MUST eat or drink something due to a health condition, please alert your driver in advance.  All drinks must be contained in a screw top lid.

Should a biohazard or bathroom accident happen to you on board the vehicle, please discreetly notify the driver of the situation so that they and dispatch can make arrangements to get you home quickly and return the vehicle to a clean state.   Frankfort Transit vehicles are not permitted to make stops along your scheduled route of travel to allow you to use the restroom.  Please make the proper precautions prior to departure to ensure you will be able to make your entire trip without incident.

Frankfort Transit’s goal is to provide a safe, comfortable commute for individuals traveling with our services. To assure a pleasant commute for all, please observe the following guidelines:

• Allow the driver to assist you onto the vehicle.  Please ask for special assistance if needed.

• All passengers (except PCA’s) must pay a fare with exact cash, check, ticket or pass.

• Safety restraints must be worn at all times in Demand Response vehicles.

• Children under the age of 8 or who are less than 57” tall, MUST be secured in a DOT approved child seat that is provided by and secured by the parent or legal guardian.  This is Kentucky State Law, no exception.

• All personal belongings and medications are the responsibility of the rider.  They must be secured on the lap of the rider.   Personal property may not remain in the aisle.

• Grocery or store bags are limited to 4 plastic bags or 2 large bags and must be carried on the lap and not in another seat.   

• You must always stay secured while the vehicle is in motion.

•  DO NOT interfere with the driver while they are operating the vehicle.

•  Please allow adequate time for traffic conditions/weather delays to reach your destination.

•   Treat your fellow passengers kindly- Disruptive or illegal behavior (intoxication, selling drugs, abusive or threatening remarks, or obscene language or actions) will not be tolerated and may result in arrest, suspension or refusal of trip.

• Demand Response riders may not request or refuse specific drivers, specific other riders, specific vehicles (unless the vehicle sent is not accessible for you or your mobility device) or specific route.

• If you are in a power wheelchair, you must turn off the power while on the lift and during transport.

• Riders are responsible to properly care, maintain and upkeep their mobility devices.

• Riders are responsible for keeping their home walkways and ramps in good repair and sufficiently clear of snow, ice and debris to be safe for the Frankfort Transit driver and passenger to use.

• Non-Service animals in the home or yard must be controlled as not to approach the driver.

• Smoking or vaping, eating or drinking are strictly prohibited on all Frankfort Transit vehicles.

• Respect others- no soliciting or panhandling allowed. DO NOT LITTER.

• No literature may be given out while on the vehicle.

• DO NOT abuse or damage Frankfort Transit property or equipment.  This could result in prosecution and suspension of service.

• Proper attire, including shirts, shoes or appropriate footwear is required to ride any Frankfort Transit service.

• Personal music or electronic devices are allowed with headphones, if the sound is not audible to other passengers.

• If you have any questions about your ride we ask that you contact dispatch at (502) 875-8565 as the driver does not have detailed information and may not us the radio to discuss specifics.