STAR Rider Guide
Updated January, 2010 with five new features:
- An Updated Reasonable Accommodation section
- STAR IVR (Interactive Voice Response)
- STAR on the Web
- Updated STAR trip booking policies
- Travel-Training
The STAR Rider Guide is available in Spanish as a Microsoft Word document and in Portable Document format (PDF). Adobe Reader is required to open PDF files.
Table of Contents
- What is STAR
- Who May Use STAR?
- Reasonable Accommodation
- Trip Service Times and Locations
- Fares
- How to Request a Trip
- Standing Order Trip Requests
- Same Day Rides
- Floating Returns
- Pick Up Procedures
- Reviewing Your Trip Schedule
- Running Late for Your Return Trip?
- Where Is My Ride?
- Same Day Rides on Accessible Bus and Train
- Cancellation and No Show Policy
- Suspension Policy
- STAR Holidays
- Severe Weather Policy
- Customer Rights & Responsibilities
- STAR Policy Oversight
- Contact STAR
- STAR Transportation Providers
What is STAR?
STAR is Specialized Transportation for Arlington Residents. STAR is part of Arlington Transit (ART), Arlington County’s Public Transit system. ART provides public fixed route bus services in Arlington County. STAR serves Arlington residents who have difficulty using public fixed route transit due to the effects of age or disability. STAR is a shared ride paratransit service intended to provide a comparable level of transportation as provided by ART, Metrobus and Metrorail. STAR riders share trips if they are generally traveling in the same direction at the same time. Trips are scheduled, with a few exceptions, without regard to the purpose of the trip. All rides are arranged in advance through the STAR Call Center, or through STAR on the Web or STAR IVR. STAR riders must preplan activities and schedule STAR trips in advance as same day service is generally not available.
Who May Use STAR?
Arlington County residents currently certified eligible for MetroAccess are automatically certified for STAR. MetroAccess is the regional shared-ride service established by the Washington Metropolitan Area Transit Authority (WMATA) under provisions of the Americans with Disabilities Act. STAR is Arlington’s alternative to using MetroAccess. Rides are provided on a curb-to-curb basis. Drivers park in front of the address and assist riders into and out of the vehicle.
Arlington County human service agencies also sponsor STAR rides to connect clients with programs and services.
Children under the age of eight years must have a personal care attendant and must use a child restraint seating device. Due to the cost of providing these devices and for sanitary reasons related to the spread of communicable diseases, the child’s personal care attendant must provide the child restraint seating device.
Reasonable Accommodation
If a reasonable accommodation is needed under provisions of the Americans with Disabilities Act, please have your physician note the needed accommodation in writing—including how long the accommodation is needed. The physician’s note should be mailed to the Transit Services Manager, Arlington County Dept. of Environmental Services, Transportation Division, 2100 Clarendon Blvd., Suite 900, Arlington, VA 22201. If you cannot wear a seat belt for medical reasons, please have your physician note that accommodation in writing for STAR records. Visit the Arlington County Office of Human Rights page to request a reasonable accommodation online. Contact 703-228-7096 (V/TTY) for more information.
Please Note: STAR works to schedule your ride in the most efficient and effective manner possible. Your trip may be assigned to a sedan or a minivan/SUV. If you have a medical condition preventing you from using a particular type of vehicle, STAR may have difficulty accommodating your trip at the time you request. STAR providers also may not be able to provide your ride on-time if a vehicle that meets your needs is not near your pickup location.
Life support equipment—you may bring a respirator, portable oxygen or other life-support equipment as long as it does not violate hazardous material transportation laws. The equipment must be small enough to fit into the vehicle and be secured.
Customers must ensure that there is an adequate oxygen supply (3/4 or full) before boarding. Drivers are not authorized to operate life support equipment.
Trip Service Times and Locations
STAR transportation services are available between 5:30 a.m. and midnight, seven days a week. STAR generally has no restrictions on trip purpose. All peak period, night and weekend trips must begin or end in Arlington. STAR also is able to schedule a small number of weekday midday rides within the District of Columbia and that portion of Northern Virginia inside the beltway (Fare Zone 2, see pages 16 and 17). Those midday rides must be booked at the same time as a trip beginning or ending in Arlington that day. Our customers may ride anywhere Metrobus or Metrorail service is available; except that STAR does not provide service to or from Prince George’s County on weekends and holidays. If you need a ride that STAR can not accommodate, please call MetroAccess at 301-562-5360. All pickup and destination addresses must be within 3/4 mile of a transit route. The STAR office and Call Center are closed on holidays, and severe weather may affect STAR service.
Fares
STAR fares are structured on a zone basis. Fares effective July 12, 2010:
Zone 1: $3.00 for trips inside Arlington
Zone 2: $4.00 for trips to DC, Alexandria, Falls Church, or Fairfax County inside the Beltway as well as two high-demand locations just outside the beltway in Fairfax County: Inova Fairfax Hospital/Woodburn Mental Health at 3300 Gallows Road and Alzheimer’s Family Day Center, 2812 Old Lee Highway.
Zone 3: $8.50 for trips to Fairfax County outside the Beltway, Montgomery County, or Prince George’s County. All trips must begin or end in Arlington. Please remember that MetroAccess is available to provide these rides for a $2.50 fare.
STAR zone map (PDF, Adobe Reader required)
Have your MetroAccess photo ID and exact fare in cash or STAR fare coupons ready. Pay the driver before the trip departs. Drivers are not required to carry change or make change.
Coupon Books
You may pay your fare with a coupon. The Commuter Stores sell STAR Fares – 10-coupon books for both $2.50 and $3.00 trips. Call 703-228-RIDE (7433) for information on purchasing or go to www.CommuterDirect.com.
The Commuter Store accepts SmartBenefits vouchers for purchasing these booklets. The new vouchers are available in three separate denominations: $1, $10 and $30. Additional information is available by calling 202-962-1326 and selecting option 3, Monday – Friday, 8 a.m. to 4 p.m. (TDD users call 202-638-3780.)
Contact The Commuter Store for more information about purchasing coupons.
Personal Care Attendants
If you bring a Personal Care Attendant [PCA] to assist you, that person will not be charged a fare. You must tell us that you will bring a PCA when you schedule your ride. Your PCA must board and alight the vehicle with you. Children under the age of eight years must have a Personal Care Attendant.
A Personal Care Attendant is someone designated by the participant or employed specifically to help meet his or her personal needs. If you have a PCA on a trip, you may also have a companion, subject to available space in the vehicle. A companion is any person other than a PCA who may accompany the participant on a trip. A companion (e.g., friend or family member) does not count as a Personal Care Attendant, unless the companion is actually acting in that capacity. A companion is charged the same fare as the rider.
To accompany the participant, a PCA or companion must have the same origin and destination points as the participant for that leg of the trip.
Additional Passengers
Companions and friends may ride with you, so long as there is space available in the vehicle. Each companion or friend riding with you will also have to pay the STAR fare. Service animals are also welcome, such as a guide dog. When you book the trip, please tell us if you are bringing a service animal.
You must indicate the number of passengers on your trip when you schedule the trip reservation. STAR needs this information to ensure that space is available on the vehicle. If you don’t notify STAR in advance, the companions may not be allowed to travel with you.
How to Request a Trip
Arlington residents who are certified under the STAR program may call the STAR Call Center at 703-892-TRIP (703-892-8747) to:
- reserve a ride;
- change a requested trip time;
- cancel rides; and
- receive general information about STAR and other transportation services.
Arlingtonians who are deaf or hard of hearing may use their TDD by calling the Virginia Relay Center, 800-828-1120 or 711. The STAR Call Center also can be reached by email: star@arlingtonstar.com
New: You can also book a ride, cancel a ride and check on your schedule at any time or any day using your phone or the internet.
Please:
- Reserve your ride one to seven days in advance. Rides are scheduled on a first-call first-served basis. Rides to and from Maryland especially should be requested well in advance of the trip.
- You may book your ride with a STAR reservationist between 8:30 a.m. and 6:30 p.m., Monday through Friday and Saturdays, 9:00 a.m.-5:00 p.m. The Call Center will be closed on Monday holidays. It will, however, be open the Sunday before the Monday holiday from 11:00 a.m. to 3:00 p.m.
- Request as many trips per phone call as needed. Please book your rides early.
- If you have a cell phone, please make sure that the STAR Call Center has that phone number in your client file. Bring the cell phone with you and turn it on when waiting for a STAR ride. If the driver has trouble finding you, the Call Center will call you.
You can request a standing order ride for trips that reoccur daily or weekly. See Standing Order Trip Requests, below.
STAR requires that you allow at least one hour at your destination before your next scheduled pickup. Otherwise, if the going trip runs late, you might not have enough time at the destination before the next trip arrives. The only exceptions are quick stays (10 minute maximum) for medical-related purposes, including picking up a prescription; pickup/drop-off at child-care; or exchanging SmartBenefits vouchers for Star Fare Coupon Books at a Commuter Store®.
STAR recommends that you allow at least 90 minutes at a medical appointment before your next pickup. If you complete your medical appointment at least one hour earlier than your scheduled pickup time, you can call the STAR Call Center and ask for an earlier return ride. For these early returns from a medical appointment, you may directly call the provider only if the STAR Call Center is closed. STAR can not guarantee that an earlier pick-up time is available.
If you are using STAR to return from a doctor visit and you expect to get a prescription, please book three rides: home to doctor; doctor to pharmacy in your neighborhood; and pharmacy to home. The pharmacy will be an interim stop on that vehicle as you go home. Be sure to bring your pharmacy fax number and phone number with you and have your doctor’s office call and fax in the prescription before you leave. This will shorten the time you have to wait at the pharmacy. If you don’t receive a prescription, then ask the STAR Call Center to have the driver take you directly home.
If you are not going to be ready for your trip on time, call STAR 30-minutes before the scheduled pickup time for a same-day schedule adjustment.
When you call, please be ready with:
- your STAR/Metroaccess ID number;
- your destination address* (reservation agents cannot look up addresses for you);
- the time you need to arrive at the destination; and
- the time you will be ready to return from the destination.
The agent will take your information and book your trip. You will be assigned to a carrier (Red Top or Diamond) and given the scheduled pick-up and return times.
* Some buildings have multiple entrances. If your pick-up is at a building with more than one entrance, tell us which entrance you will use. Otherwise, you and the STAR driver could be looking for each other at different doorways or on different sides of the building.
New: STAR IVR and STAR on the Web
You now can book a ride, cancel a ride and check on your schedule at any time or any day using your phone (STAR IVR) or the internet (STAR on the Web). STAR IVR uses Interactive Voice Response technology to allow STAR riders with a touch-tone phone to check on their rides, book rides, and cancel trips at any time on any day. With IVR technology, an automated voice will instruct you in each step of the process. For example, you may be instructed to “Say or Press 3 to Schedule a Ride”.
More about STAR IVR and STAR on the Web
Standing Order Trip Requests
Standing order trips are re-occurring trips between the same addresses, at the same time, on the same day or days of the week. Once your request for a standing order trip is approved, you do not have to call for these trips.
Our STAR agents will work with you to set up your schedule when you call. Please have all information ready, including:
- the latest time you need to arrive at the destination,
- the phone number at the destination and the desired building entrance,
- the earliest time you will be ready to return,
- days of the week, and
- the number of weeks or last day that you need the Standing Order Trip.
Remember that STAR only accepts calls for Standing Order Trip reservations between 8:30 a.m. and 6:30 pm, Monday through Friday and 9:00 a.m. and 5:00 p.m. on Saturday. If your standing order trip request can be accommodated, the STAR Call Center will provide you with the pick-up and expected drop-off times.
Standing order rides are not provided on holidays, and severe weather may affect STAR service.
Please cancel the trip on days that you will not be riding including days that you are sick or on vacation. Otherwise, you will be charged with a no-show.
Same Day Rides
STAR generally does not provide same day rides. However, in an urgent situation when you need a same-day ride, e.g. an unscheduled medical appointment, need to pick up a prescription, or a family or personal crisis that could not have been anticipated, ask the STAR Call Center if they can accommodate your need. Examples of a family or personal crisis include meeting a relative who has been taken to a hospital or dealing with a child’s disciplinary situation at school.
If you are in a medical emergency, please call 911. STAR can not substitute for an ambulance. Please note: if you cancel your ride, then change your mind, your ride will not be reinstated. Same-day rides are for urgent situations, primarily medical.
STAR can not guarantee a same-day ride, but will attempt to schedule one. You should have funds available to use another resource if STAR can not book your same-day ride. STAR can not provide same-day rides to or from Maryland or the District of Columbia that do not start or finish in Arlington. Same-day rides can not be booked through STAR on the WEB or STAR IVR.
Floating Returns
Floating returns are only allowed in the following limited circumstances: (1) when you have an unscheduled same-day ride as described above and you cannot predict the time for your return trip; and (2) when you have a return trip from another city via another mode of travel connecting at the Greyhound or Amtrak Stations or National Airport. In these circumstances, ask that the return time be “allowed to float” within a four hour window. Schedule the return time to be at least an hour after you expect to be back and ask for a notation that you will call when you are ready to leave. STAR understands that you cannot predict when you are ready to go home from an unscheduled medical appointment and that intercity trips sometimes run late. When you are ready, call the STAR Call Center or, if the Call Center is closed, call the provider (Red Top or Diamond). The provider won’t leave you stranded—the “floating”/Will Call return trip will already be booked with them. You will be expected to call for your return ride within four hours of your scheduled pickup time.
Pick Up Procedures
The vehicle will arrive at your pick-up location as close to the scheduled time as possible. STAR, just like Metrobus and ART, provides shared ride services. Please be ready to ride when the vehicle arrives, to avoid inconveniencing other riders. The vehicle will wait up to 10 minutes after the scheduled time and then leave. STAR drivers cannot enter any building, facility, or residence to locate or assist you.
If your vehicle has not arrived 10 minutes after your scheduled time, call STAR to find out the status of your ride. If you have given STAR your cell phone number, please turn it on. The Call Center may be trying to contact you.
Remember that STAR provides curb-to-curb service. The driver will assist you into and out of the vehicle, but the driver cannot leave the vehicle. If you need assistance beyond the vehicle, you should bring a Personal Care Attendant (PCA) or a companion. If you need a PCA, contact the Department of Human Services at 703-228-1700 to obtain information about the Assist program. Information about fares for a PCA and companions is provided under Personal Care Attendants, above.
Reviewing Your Trip Schedule
To find out about your trip scheduled for today, call STAR between 7:00 a.m. and 7:00 p.m. weekdays and 8:30 a.m. and 5:30 p.m. on Saturdays. Our staff will assist you to:
- find out about your scheduled trip
- find out when the vehicle will arrive for your pick up
- cancel a trip on the day of service
- notify the carrier that you won’t be ready on time and attempt to adjust your scheduled trip to accommodate you. To do this, you must call at least 30 minutes before the scheduled trip time to request a change. We cannot guarantee that we can change the trip, but we will make every effort to assist you.
New: You can also book a ride, cancel a ride and check on your schedule at any time or any day using your phone or the internet.
Running Late for Your Return Trip?
When you arrive at your appointment, ask how long before you will be seen. If your medical appointment will extend past the time of your scheduled return trip pick-up on STAR, please call the Call Center to reschedule the return ride. If the Call Center is closed, call Red Top or Diamond and inform them that you can’t meet the ride on time. When you are finally ready, call STAR if the Call Center is open; call Red Top, or Diamond if the center is closed. STAR won’t leave you stranded. STAR will take you to the final destination you previously booked.
Where Is My Ride?
Please call the STAR Call Center 10 minutes after your scheduled pick-up time if your ride hasn’t arrived.
When the STAR office is closed, you may call Red Top or Diamond for “Where’s my Ride” calls or to cancel today’s scheduled ride.
- Between 7:00 p.m. and 7:00 a.m. weekdays, call Red Top Cab’s Supervisor on duty: 703-522-3333, or call Diamond Transportation: 703-912-7606
- On Saturday before 8:30 a.m. or after 5:30 p.m., call Red Top Supervisor on duty or Diamond Transportation.
- On Sunday call Red Top Supervisor on duty.
You can not reschedule a ride directly with Red Top or Diamond, except when you are ready one hour early or if you’ve scheduled a “floater” return trip as described above.
Same Day Accessible Rides Available on the Bus & Train
ART buses, Metrobuses and Metrorail are accessible to people with disabilities. No need to call ahead for a ride—and save money using transit!
Metro offers free bus and Metrorail orientations. Learn how to plan your trip, read a bus schedule, and use the accessibility and safety features. To schedule an orientation or obtain more information, call Metro's Office of ADA Programs at 202-962-1100 (TTY 202-962-2033).
The ENDependence Center of Northern Virginia will train people with disabilities to use transit. You will learn how to use transit to get to your favorite places. Please call ECNV at 703-525-3268 or 711 for more information.
Cancellation and No Show Policy
Help STAR save gas and money. Avoid inconveniencing other passengers. Now you can cancel a trip at least one hour before your scheduled pick-up time without penalty, either through speaking with a customer service representative or using STAR on the Web or our automated STAR IVR service. Please call STAR if you are not going to ride—otherwise you will be charged with a no-show. If you are canceling a ride for today or early the next morning and the STAR Call Center is closed, call the provider (Red Top Cab’s Supervisor on duty: 703-522-3333, or Diamond Transportation: 703-912-7606) at least one hour before your scheduled time.
If you do not call to cancel at least one hour prior to your scheduled time and do not show up for your trip, you will be charged a No Show. All of your remaining trips FOR THAT DAY will be automatically cancelled, unless you call and request that your remaining trips be provided. STAR will not send a vehicle back to your home if you are not ready for your scheduled pickup.
Suspension Policy
You are allowed three (3) no shows within a thirty-day period. If you exceed this allowed number, your standing order trips and your privileges to request a trip will be suspended for seven (7) days.
You are not allowed to book rides or change trip schedules or destinations directly with a driver. The driver would be subject to disciplinary action by his employer. You should not be in contact with the transportation providers concerning your use of STAR except as specifically indicated in this Rider Guide. If these rules are violated, your privileges to request a trip could be suspended for seven (7) days.
Riders may be suspended from STAR for failing or refusing to abide by the responsibilities set forth on the Rights & Responsibilities page.
Customer Rights and Responsibilities
STAR makes every effort to ensure that our service is safe and reliable. You have rights as a STAR customer. However, you also have responsibilities to work within the rules. For your convenience we have listed some of your rights and responsibilities.
STAR Policy Oversight
The provision of transit services in Arlington County, including STAR, is overseen by the Arlington County Transit Advisory Committee (TAC). The TAC is a fifteen-member committee appointed by the County Manager. The TAC usually meets the second Tuesday of each month from 7:00 p.m.-9:00 p.m. Please contact Richard Hartman, TAC Coordinator, for the location at 703-228-4019 (TDD: 711) or by e-mail at rchartman@arlingtonva.us.
STAR Transportation Providers
The STAR Call Center schedules all rides and reserves them with either Red Top Cab or Diamond Transportation Services. These companies hire and train the drivers and own the vehicles used in STAR service. Red Top and Diamond will not reserve new STAR rides or change STAR ride reservations.
