Arlington Transit

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) any time you want. (See note below.) No need to wait until the STAR Call Center is open. 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.”

To use STAR IVR, please call the regular STAR phone number, 703-892-8747 and choose Option 5. Please note: STAR IVR is only available in English.

STAR riders will be offered the choice of several options on STAR IVR. These options are:

• Confirm a scheduled trip. This enables the user to check on the pickup time;
• Cancel a trip;
• Book or schedule a trip;
• Review user account information; and
• Change the user password.

STAR on the Web offers riders the same functions as STAR IVR through the Internet. STAR riders with Internet access have two options to access this website:

• Use the "online scheduling" link in the left-side navigation menu on the STAR home page and other STAR pages.
• Go directly to the new website at: www.starontheweb.us. Users may wish to save this website as a Favorite or Bookmark on their web browser.

To begin using STAR IVR or STAR on the Web, please call the STAR Call Center during working hours to obtain your Client ID. The STAR Call Center will be glad to activate your account to use these features. You will also have a 5 digit password, which you can change. Your initial password is your MetroAccess ID, which is on your MetroAccess ID card. If your MetroAccess ID has fewer digits, add zeros to the beginning. For example, if your MetroAccess ID is 76, your initial password would be 00076. If your MetroAccess ID has more than five digits, just use the first five. If you forget your Client ID or password, you can check with the STAR Call Center.

STAR on the Web has the same Client ID and Password as STAR IVR. However, you must first call the STAR Call Center during working hours to activate your STAR on the Web account.

You will be offered the choice of several options on the left margin of STAR on the Web. These options are:

1. My Trips—allows one to review and cancel rides;
2. Book a Trip—please allow enough time for the computer to respond each time you select an option. For example, when you select a date for the trip (and the day of the week does not display), the computer will process that request before offering you options on pickup or dropoff times. Note: A STAR scheduler still must review the assignment of your trip to a vehicle. Please book rides by 6:30 p.m. the working day (Monday-Friday) before the trip is to occur. For trips on Sunday and Monday, trips should be booked no later than 3:00 p.m. the previous Saturday. The computer will inform you if you are booking too late for service on the day requested. A scheduler will review trips to ensure they are properly assigned to vehicles. For example, if the trip is for the day before the Labor Day holiday, Labor Day (first Monday in September) or the day after Labor Day, book the ride before 3:00 p.m. on the Saturday before Labor Day. Please book the going trip before the return trip;
3. My Subscriptions—allows you to review standing order subscription rides. These are regular rides each week. To cancel a subscription ride or book a new one, please call the STAR Call Center;
4. My Account—allows you to review client file information such as home address and phone number and change your password. The STAR and MetroAccess eligibility expiration date is also displayed. If this date has passed or is approaching, please contact MetroAccess for recertification at (202) 962-2700, Option 4 for Voice, or (202) 962-2033 for TDD, and ask for Certification Staff. Please note: if your home or work address has changed, you must call the STAR Call Center. Any rides to or from an old address must be canceled and rebooked;
5. Help—instructions are available on-line; and
6. Log Out—please log out so no one else has access to your STAR information.

You will notice your name and home address in the upper left corner of the screen. If this information is not correct, please choose option 4.

Please note: STAR users will only be able to schedule rides between addresses they have already traveled to on STAR; to buildings that are in the STAR Landmarks file; or to a special list of their Favorite Locations. If you need to travel to a new address, please call the STAR Call Center for this ride. This will ensure that the ride is booked to the correct geographic location.

You can add up to 10 addresses to your Favorite Locations list for easy booking. These are places that you travel to frequently or destinations requiring special directions, such as “use rear entrance.” You can create your Favorite Locations list by providing that information, including mailing addresses, to the STAR Call Center.

STAR IVR or STAR on the Web does not allow automatic bookings. Each day the STAR dispatchers will still assign your trip requests to a vehicle. Therefore, after 6:30 p.m. on the day you ordered a trip or on the next business day, please check your account on STAR IVR or STAR on the Web to verify that STAR staff scheduled your trips.

If you have any questions concerning the use of STAR IVR or STAR on the Web, please call the STAR Call Center during working hours or email star@arlingtonstar.com.