Denver RTD FAQ

Phase 1 FAQ’s

1. What is Onward?

• Onward is nurturing community health - one ride, one visit, and one connection at a time. An official RTD Partner, Onward is working with the Denver Regional Transportation District to remove transportation barriers and ensure RTD Access-on-Demand customers can safely, comfortably, and reliably reach their destinations. 
• Onward introduces age-friendly services such as Text2Book and coordinates the RTD AoD program’s network of (Wheelchair Accessible Van (WAV) providers. Learn more about Onward on their website. 
• Three service options will be available through Onward’s Text2Book experience: Rideshare and WAV to create a simple and seamless booking experience for riders.  

2.  How do I schedule a trip using Text2Book?
   • Onward’s age-friendly Text2Book trip scheduler allows RTD AoD customers to order, track, and manage trips via text message. There is no app to download, no password to save. 
   • Text “Book” to [phone] from the mobile phone number you used to enroll with RTD and enter your date of birth to schedule rideshare or a Wheelchair Accessible Van. 
   • Riders still have the ability to call to order transportation, but the fastest and most convenient way is using Text2Book.
3.  What phone number will text message notifications come from?

• WAV notifications will be coming from [phone], if you are using Text2Book to order transportation, we recommend you add the Text2Book phone number to your contacts, remember to text “Book” from your RTD enrolled phone to order. 
• Rideshare notifications will come from a rotating number assigned by the rideshare company. Onward will not know which number these notifications come from and cannot adjust the phone number. Onward will also provide direct text updates with a link to ride status.

4. How do I pay for my trip?
   • When you book your first trip with Onward, you’ll need to add a payment type after your first booking the payment method will be saved to your rider profile to use the next time you book. 
5. How do I add a payment method to my Onward Account?

• There are two (2) ways to add a payment method in Onward. 

1. When you use Text2Book for the first time, you will be prompted to add a payment method to pay for the trip. This will be saved to your account for future use.  
2. If you would like to call Onward directly, you can reach the concierge team at 1-800-700-4797

6. How are ride charges calculated?

7.  Does Onward have a Service Animal Policy?
   • Yes, service animals are welcome. Full Service Animal program details are available in Onward’s Code of Conduct. 
8. What happens if my payment method on file is declined? 
   • If your payment method is declined, you will need to add a new payment method before you’re able to book your trip. Onward may reach out to you to collect payment on trips where payment methods are declined.
9. How far can I travel? 

•  Trips must start and end within the RTD District Boundary. To see the District Boundary, review RTD’s system map.

10. How far in advance can I book a ride? Can I schedule trips ASAP?
    • Yes, the RTD AoD program is an on-demand transportation service to createequity across trip types. 
    • Customers may request the ride up to two hours ahead of their intended departure time, and Onward encourages riders to help increase fulfillment and timeliness.
11.  How can I check the status of my trip?

• There are two (2) ways to check the status of your upcoming trip. 
• The easiest way to check the status of an upcoming trip is to click the ride link in your text messages. This will show a real time status update of your trip. 
• If you do not have an internet-enabled phone, the best way to check the status of your upcoming trip is by calling RTD directly at (303)-244-1388. 

12.  When will I receive notifications about my ride?
    • The first notification is a trip confirmation and will be instant once you book your trip. This message will include a link where you can track the status of your trip in real time. 
    • If you booked your trip more than one (1) hour in advance, you will receive a reminder notification 1 hour before your trip. 
    • If you book a rideshare trip, both Onward and Uber will send you a series of text messages. 
      1. The first text will be your ride confirmation. This will have a link to the ride status where you can see trip details about your upcoming trip.
13.  How do I cancel my trip?
    • If your plans have changed and you need to cancel,please do so as soon as possible, cancellation fees may apply. 
    • There are two (2) ways to cancel a trip:

1. By clicking the ride link in your text messages, you can cancel your trip. This will prompt a text message confirmation to your phone. 
2. If you wish to cancel your trip over the phone, please contact RTD at 303-244-1388 and select Onward as your provider. You will have the ability to cancel your trip from there. 

14.  Can I bring multiple people with me during my ride? 

• Depending on the ride type, RTD AoD customers can take between 1 and 3 additional guests. Please note additional riders in your ride booking process if you choose to have additional guests. 

Rideshare	Wheelchair Van
Rider +3	Rider +1

• Only one passenger with a mobility device per vehicle. 

15.  Does Onward Charge a No-Show Fee?
    • Yes, in the case of a no show or cancellation when the driver is already enroute or at door a $4.50 per no show fee is assessed. 
16.  How do I enroll in the RTD AoD Program?
    • To enroll in the RTD AoD program please click here.
    • Riders must hold active Access-a-Ride certification and be enrolled in Access-on-Demand to utilize any RTD AoD transportation services.
    • Onward is not an enrollment partner for the RTD AoD program. 
17.  Can I make multiple stops on my trip?
    • Onward does not support additional stops.
18.  How many rides can I book in a day?
    • There is no limit to the number of rides you can book in a day, but RTD AoD customers are limited to 60 trips per month across all providers (not per provider) 
19.  What information will I need to provide when I’m booking a wheelchair van (Only for customers with WAV in their Access-a-Ride profile)?
    • Rider height and weight
    • If the rider has an electric scooter, electric wheelchair, wide wheelchair, or foldable wheelchair
    • If the rider requires additional headroom due to their height or equipment type
20.  Specialized Wheelchair Van Transport
    • RTD AoD  WAVcustomers have the ability to select specialized transport requirements during the booking process. This is supported throughout the Text2Book ordering process and over the phone. 
    • Customers with XL wheelchairs or power mobility devices should note this in their booking request. 
    • Specialized wheelchair transport should be selected if the rider or mobility equipment requires extra space, higher head clearance for a scooter or otherwise, a ramp of lift capacity for a heavier rider or equipment, e.g. rider exceeds 275 lbs, or a wider ramp.
    • Riders above certain height or weight limits will automatically be assigned specialized transport. 
21. Are minors allowed to order transportation for themselves? Will they have their own account?
    • Riders under 18 may not use Onward. 
    • Onward’s unaccompanied minors policy can be found on their website
22.  Can an caregiver receive trip notifications about a customer’s trip?
    • Yes, family members and caregivers may be added within a customer’s account and can receive trip notifications such as trip start time and trip completion. To configure these notifications, please contact Onward’s concierge team directly. 
23.  Does Onward have a bag limitation policy?
    • Yes, consistent with RTD AaR policies, riders may bring up to 40lbs in 6 bags on their trip.
24. How do I check my receipt?
    • Customers using Text2Book can click the ride status link in their text messages for up to two weeks after completing a trip to see final ride charges.
    • Customers who coordinate trips via telephone will receive an email with a post ride receipt following their trip. Emails will be sent to the email address on file with RTD. If you wish to change your email address, please complete the enrollment form again. 
    • To request a full list of ride charges, please contact RTD at 303-244-1388 
25.  How do I identify my vehicle?
    • Ahead of your departure, you will see the vehicle make/model, license plate and driver assigned via the link provided in your text messages.
    • If you’re riding in a Wheelchair Van, you will see the name of the wheelchair van company along with a sticker on the windshield. 
26.  Does Onward offer an online chat service? When is it available?
    • Yes, on Onward’s website and via Text2Book you can connect with our Ai Chat Agent: Paige 365 days a year 24 hours a day.
    • Paige can provide information about upcoming or completed trips.
    • If you need to book, modify, or cancel a trip, please do so over the phone.
27. What language support does Onward offer?
    • Paige, Onward’s Ai Chat Agent serves over 100 languages and is available via the chat feature in Text2Book or on Onward’s website.   
28.  Reaching Onward’s Concierge Dispatch team. 
    • You can reach Onward’s concierge team by calling 1-800-700-4797