Scheduling/Canceling a Ride

Requesting A Ride

To request a ride with LIFTS, call 319-892-5170. The phone is staffed Monday through Friday from 7 a.m. to 5 p.m., except on the days holidays are observed.

Any calls made after hours may be left on voicemail and the call will be returned. Until the call is returned, the request will not be scheduled. We must make certain the information is correct before we will make the reservation.

Individuals should schedule rides at least one day prior to but no more than 30 days in advance of the day they need a ride. LIFTS will provide same-day service if space is available.

In order to serve you and others better, you are asked to give the scheduler the following information:

  • Rider's name
  • Pick-up address (must be a specific address)
  • Drop-off address (must be a specific address)
  • Date of trip
  • Desired time to be picked up and/or dropped off (please leave plenty of time for the appointment)
  • If there will be an attendant or companion accompanying the rider
  • If any mobility device will be used
  • If a service animal will be used

In addition, the rider should write down the dispatcher's name, date(s) of trip(s) and trip times. It would be helpful for the rider to confirm this information.

LIFTS may not be able to provide you with a ride for the exact time requested, due to the number of trips requested. LIFTS will always attempt to schedule rides as efficiently and effectively as possible. LIFTS will make every effort to accommodate you. However, if a ride is available within one hour on either side of your requested time, and you choose not to accept that ride, this will be considered a refused ride, not a denied ride. Negotiating times within that one-hour on either side of the request allows LIFTS to provide rides to more individuals who need transportation.

The heaviest demand is from 7:30 a.m. to 9:30 a.m. and from 2 p.m. to 4:45 p.m. If you are able to schedule your appointments other than these times, we will be more likely to meet your requested time.

When scheduling a ride, you should be aware of the fact that the ride is shared with others. It may take more than 2 times longer than the length of a comparable fixed-route trip, which would include:

  • Walk time to a bus stop from the point of origin
  • Wait time at the bus stop
  • Time on board the bus
  • If applicable, transfer wait time and transfer ride time
  • Walk time to the final destination

Upon request, if the rider may be late for an appointment LIFTS will call their destination.

The scheduler will give you a 30 minute pick-up window. This means you need to be ready to be picked up 15 minutes before until 15 minutes after the scheduled pick up time. The driver cannot wait if they are to serve others and stay on schedule. Every minute a driver waits delays the service for everyone else. Please be ready during the scheduled window.

If you have trips that occur on multiple days of the week, at the same time, to and/or from the same destination, you may wish to request a subscription ride. This allows the rider the convenience of having the trip automatically scheduled without having to call LIFTS for every ride. The number of subscription rides may be limited. If LIFTS is able to provide the subscription trip, it will be offered.

Riders whose pick-up or drop-off locations change will need to request a new subscription ride agreement because the trip details have changed. As with any new subscription requested, it will be accommodated if possible to do so. Persons may wish to check on the availability of a different subscription ride(s) before changing schedules.

Canceling A Ride

Please cancel your ride as early as possible. By doing this, you make it possible for other riders to get the transportation they need.

Call 319-892-5170 at any time to cancel your ride. The phone is staffed with an employee Monday through Friday from 7 a.m. to 5 p.m. and there is a voice mail system in place at all times to assist you in directing your call.

You must cancel at least one hour prior to the ride to avoid a missed ride (see the missed ride policy below).

If you are calling after hours for a cancellation, please leave the name of the rider, telephone number, date(s) and time(s) of trips you want cancelled. It is also helpful to include the pick-up and drop-off addresses of all the trips you wish to cancel.

Drivers cannot make scheduling changes. Please do not ask them to make any changes for you. All schedule changes must be done through direct communication with the LIFTS scheduler.