Scheduling Tips

Valley Transit’s demand response programs provide over 100,000 trips each year. To ensure on-time service for all users, the service relies on advanced reservations. Advanced reservations must be made by 5:00 p.m. the day before your trip. Trips can be scheduled up to 14 days in advance. The one exception to the advanced reservations rule is The Connector program, which requires a 2-hour notice minimum.

Trip Reservation Phone Number:

920-832-5789        or         1-877-444-6543

Phones are answered 24 hours a day, 7 days a week. If a dispatcher is on another call, leave a message and they will call you back.

Trip Information:

When calling, please be prepared to provide the following information:

  1. The date of your trip.
  2. State and spell your first & last name.
  3. Your program (Valley Transit II, The Connector, Senior Transportation Service or Outagamie County HST)
  4. The full address of your pick-up and destination.
  5. The time of your appointment.
  6. Any additional information about your pick-up or drop-off location (door, department, office, doctor’s name, etc.).
  7. The type of trip you are booking (medical, work, shopping, social, etc.).
  8. Let us know if this will be one-way service or if you need to schedule a return trip.

Scheduling Reminders:

  • Make your reservations for both pick-up and return trips at the same time*
  • Cancellations must be made at least one hour before your scheduled pick-up time to avoid a “no-show.” Trips cancelled at the door will receive a “no-show.”
  • If calling the reservation number after-hours, please hold on the line for instructions.
  • Riders must be ready to leave within a 30-minute pick-up window, which is 15 minutes before or after your scheduled pick-up time. When the vehicle arrives, the driver can only wait 5 minutes past the scheduled pick-up time. If you are not ready within the 5-minute window, the vehicle will continue to the next rider, your trip will count as a “no-show” and you will need to reschedule your trip.

* Medical return trips can be called in/scheduled at the end of your appointment. This is referred to as a “Will Call” trip. Please note that Will Call trips can result in a wait of up to one hour from time call is received.

Additional Information:

  • Riders must provide their own wheelchairs.
  • Riders can not specify certain vehicles and/or drivers.
  • Valley Transit will accommodate customers with mobility devices as long as the lift can accommodate the size and combined weight of the customer and his/her mobility device. Additionally, the device and customer must fit on the vehicle. Valley Transit will not be able to accommodate customers and their mobility devices if the size and/or weight exceed the capabilities of the equipment. All securement devices on vehicles in Valley Transit II service are installed facing forward.
  • Ramps and sidewalks must be accessible and clear of snow and ice.
  • Medical assistance trips are not covered under Valley Transit demand response programs.

Click here for Valley Transit’s Scheduling Tips Flyer.

Review Valley Transit’s Paratransit System Policies & Procedures to learn all policies concerning the service.

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