FAQ - Frequently Asked Questions (and Answers!!!)
What are Transit’s office and operation hours?
Our office hours are 8 a.m. until 5 p.m., Monday through Friday, excluding Monroe County observed holidays. Transit operation hours are 8:15 a.m. for the earliest possible pickup depending on the distance from the driver base operations with the last possible pickup occurring so that the driver is able to return to their respective base operations by 4:45 p.m., this usually means that the last possible pickup is 4:15 p.m. allowing for the required drive times.
Who is eligible to use Monroe County Transit?
There are no eligibility requirements, however, the main focus is on individuals that are transportation disadvantaged such as the elderly, disabled or needy individuals whose disability prevents them riding regular fixed route or commuter transit vehicles.
What is the cost to use Monroe County Transit?
The current fee is $2.00 per trip. A trip consists of one pickup and one drop off. You are required to have the exact change as our drivers are unable to make change. Non-refundable Payment Vouchers are also available in books of 20 one dollar tickets for a cost of $20.00. It takes two (2) tickets for each one-way trip.
Is there a registration process?
Yes, all passengers are required to register for the service. You will need to call (305) 292-4424 to register. Here is what you will need to provide the reservationist to become registered: your full name, your physical address which includes the number and street name, city and zip code, your date of birth, social security number and relate any disabilities that would hinder your transportation such as a wheelchair, cane or special medical condition that we should be aware of to ensure that you have a save ride aboard our buses.
How do I make a reservation?
Call the Reservations line at (305) 292-4424. First time callers will need to register. Reservations can be made up to 7 days in advance. The cut-off time for next-day reservations is 3:00 p.m. the day before. If there is no answer, please leave your name and telephone number, as the calls are returned in the order they are received, a reservationist will return your call as soon as possible.
Will I be able to use Monroe County Transit if I am in a wheelchair or scooter?
Yes. All of the buses are wheelchair lift equipped.
What area of Monroe County does Monroe County Transit serve?
Monroe County Transit provides transportation to all of Monroe County, however the coverage is restricted to four distinct geographical areas with the Lower Keys being Mile Markers 0 to 20, Big Pine Key Mile Markers 21 to 40, the Middle Keys Mile Markers 47 to 72 and the Upper Keys Mile Markers 73 to 113. Monroe County Transit operates only within Monroe County.
When I call reservations I get a recording what should I do?
If all of the reservationists are on the other lines with clients you will received a recorded message that tells you to make sure you leave your name and telephone number so they may call you back. The calls are returned in the order received so it is important for you to leave your name and telephone number when asked to do so, otherwise they will not be able to return your call.
What if I need to cancel a scheduled ride?
Call our cancellation/change line at (305) 295-4373 between the hours of 8 a.m. and 5 p.m., Monday through Friday or leave a message anytime on the reservation line (305) 292-4424. Make sure you leave your name and telephone number. Canceling a trip less than an hour before your scheduled pick-up time is considered a “late cancel.” If the driver shows up at your door and you cancel, it’s considered a “cancel at the door.” If you are not home when the driver arrives, that is considered a “no show.” If you need to make a change to a scheduled trip, you will need to call the change line at (305) 295-4373 or the reservation line at (305) 292-4424.
What happens if I have a last minute need for a trip?
Monroe County Transit will do it’s best to accommodate clients needing last-minute reservations. However, availability is based upon previously scheduled rides and time and distance constraints. Those clients with medical appointments will take priority.
How early do I need to be ready for my ride?
Transit utilizes a 30 minute after “ready” window. For example, if you scheduled a ride for 9:00 a.m., you must be ready to go between 9:00 a.m. and 9:30 a.m. You will be told that the driver will pick you up "between 9:00 a.m. and 9:30 a.m." this is to prevent any misconception as to when you should expect the bus to arrive. This is the window of time that the driver has to get there and pick you up. A pick-up is “on time” if it occurs anytime between 9:00 a.m. and 9:30 a.m. If the bus will be running late that is after 9:30 a.m., dispatch will telephone the client letting know of the delay.
My parent/family member needs a ride can I make the arrangements for them?
Yes, you can contact reservations at (305) 292-4424. All you need is their information such as Name, Address, Phone Number, Social Security Number, Date of Birth, disabilities, and information on where and when they need to go.
What if I need to go to the same place every day or week at the same time, do I have to call every day before or call once-a-week?
Once you have made the same reservation(s) two (2) weeks in a row without any cancellations or changes, you are eligible for subscription service, where the reservations are automatically done day after day. No calling in is necessary except to make a cancellation or change to that existing subscription reservation for the day in question. Remember cancellations should be made at least 1 hour as a minimum to prevent hardships to the transit systems schedules and its customers. Make your cancellation or change as soon as you know of them!
A word about Paratransit Service when it pertains to employment transportation.
Paratransit services are for the most part unsuitable for rigid employment transportation needs. Clients are discouraged from using it for such purpose unless the client has an extremely flexible work schedule and a very understanding employer. Once again, the paratransit transportation service is not recommended for employment purposes unless absolutely necessary as we are unable to guarantee the time clients will be dropped or picked up. By the paratransit operation’s very nature, purpose and non-denial policy all clients must have flexibility in their schedules and importantly be very patient.
I have special transportation needs during an approaching storm does Monroe County Transit provide services to in-county shelters or a shelter on the mainland?
There is a service called the Special Needs Shelter Registry, it is open to individuals (and their immediate family members) who are 60 years and older and/or those of you that are disabled. It requires a pre-registration. The program’s details are available at the Special Needs Shelter Registry section of this Website.
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