TTY Users: Dial 711

815-625-7433 Dispatch Hours: 6am-6pm Monday-Friday

Passenger Handbook

Passenger Behavior

WCPT requires all passengers to be courteous and considerate of other passengers and the driver. Instructions from a driver are to be followed by all passengers. Behavior that may affect the safety of other passengers, the driver, or creates an inappropriate or hostile environment for others will not be tolerated. Inappropriate behavior, conditions, or actions such as eating, drinking, use of tobacco products, foul language, threatening or disruptive behavior, bothering of other passengers, fighting, carrying of weapons, possession of illegal drugs or substances or having open containers of alcohol on a vehicle may result in the passenger being suspended from riding WCPT vehicles and may be reported to local law enforcement. WCPT management will investigate incidents and determine appropriate action. WCPT management reserves the right to suspend or terminate future transportation to anyone.

Passenger Complaints

WCPT strives to offer safe, affordable and on time service. All WCPT personnel should be friendly and courteous at all times. If you found your service experience did not meet expectations, you may contact the Transportation Manager or Transportation Director for problem resolution.

WCPT
1207 W. Ninth St.
Sterling, IL 61081
815-625-7433 or 855-625-7433

Curb-to-Curb Service

WCPT is a demand response, curb-to-curb service. WCPT provides public transportation. The program does not provide emergency transportation services. Our drivers are not paramedics. Persons who are experiencing a medical crisis should call 911.

Escorting Passengers

Occasionally we have passengers that need special attention while they are on the bus or when they arrive at their destination. Because of this we allow an escort to accompany the passenger, who needs/requires special attention at no charge. Only one non-paying escort is allowed per passenger. Escorts are only allowed when the passenger cannot make the trip without an escort accompanying them.

Carry-on Items

Passengers with carry on packages should not leave their items in a doorway or aisle that may cause the driver or other passengers to trip. The packages should be secured in such a way to allow the driver to move freely; not block windows or emergency exits; and protect riders from injury if carry on packages fall or shift.

Receiving Tips and Gifts From Riders

WCPT employees are prohibited from accepting tips or gifts or any other goods from riders, which may, in any way, be constructed as an attempt on behalf of the giver to elicit or solicit business favoritism.

Service Animals

Service animals are permitted on the vehicles. If you have a service animal that will accompany you, please let the dispatcher know when scheduling your ride.

Common Wheelchair

A common wheelchair is defined as a device, which does not exceed 30 inches in width, and 48 inches in length measured 2 inches above the ground, and does not weigh more than 600 pounds when occupied. Wheelchairs, which exceed these dimensions and weight, do not have to be transported.

For safety and liability reasons, WCPT adheres to the following guidelines:
  • > All wheelchairs must be secured in transit vehicles facing forward using securement devices. Persons in wheelchairs will not be denied service because the securement system is not functioning.
  • > Electric wheelchairs/scooters and other electric assistive mobility devices must have the power turned off when secured.
  • > Passengers who use wheelchairs are required to wear safety belts and shoulder belts.
  • > Drivers will permit passengers to use the lift or ramp to board or disembark the transit vehicle if they request to do so. Drivers will offer this option if they notice passengers having difficulty climbing the vehicle’s steps.
  • > Drivers are not responsible for assisting passengers who use wheelchairs up and down steps.

Seatbelt Use

WCPT requires that all passengers wear a seat belt while riding the transit vehicle. If you should need assistance with your seatbelt please notify your driver.

Child Safety Restraints

Children under age four (4) and/or under forty (40) pounds must be properly secured in accordance with the manufacture’s instructions in a child restraint system that meets federal motor vehicle safety standards. Parents/guardians will be responsible for properly securing the child restraint system in a passenger seat, and then seat and secure the child in the restraint seat.

Fares

Our drivers do not make change. Please have exact fare when boarding. Pre-payments will not be accepted. If you travel frequently, inquire about our punch cards by calling Central Dispatch at 815-625-7433.

In-County Rides
  • > Ages 0-5: $0.50 one way (Children must be accompanied by an adult)
  • > Ages 6-59: $2.00 one way
  • > Ages 60+ and/or disabled: $1.00 suggested donation

Out-of-County Rides
  • > All ages: $0.25 per mile

Hours of Operation

Transportation is available Monday through Friday from 6am-6pm with the exception of the following holidays:
  • > New Year's Day
  • > Martin Luther King Jr. Day
  • > Presidents' Day
  • > Memorial Day
  • > Independence Day
  • > Labor Day
  • > Columbus Day
  • > Veterans' Day
  • > Thanksgiving Day
  • > Friday after Thanksgiving
  • > Christmas Eve
  • > Christmas Day

Inclement Weather

To ensure the safety of passengers, in the event of inclement weather WCPT may suspend service until weather conditions improve. WCPT follows the Unit 5 school district's weather closings.

Reservations

Reservations can be made Monday through Friday between 6am and 6pm by dialing 815-625-7433, ext. 103, 106, 107, or 115. Rides are based on availability. Therefore, we recommend scheduling your ride as soon as you are aware of a need for transportation. Drivers are not allowed to take reservations.

Because the needs of other passengers must be considered, drivers have a schedule to follow. Unscheduled stops will not be permitted. If you need to be transported to more than one destination, you must inform dispatch when you call and reserve your initial ride.

Cancellations and Changes

Cancellations should be made 24 hours in advance or as early as possible. The telephones are equipped with voice mail so you may leave a message before/after office hours and on the weekends. Your consideration concerning cancellations is important in avoiding unnecessary trips.

Pick-up and Return Rides

Passengers must allow flexibility in pick-up times. When you schedule your ride you will be given a pick-up window by the dispatcher. Watch for your transit vehicle during your pick-up window and be ready to go when the transit vehicle arrives. Passengers who are prompt help us to be on time and allow us to provide better and faster service for all riders. Upon arrival, the driver will honk (if necessary). If there is no response within 5 minutes, the driver will depart and continue their route. It is the rider’s responsibility to be ready and watching for their transit vehicle because the transit vehicle will not be able to return for you.

No-Show Policy

WCPT reserves the right to deny ridership if a passenger consistently misses scheduled rides.

Passenger Guidelines

WCPT’s goal is to provide safe, reliable and economical transportation for our passengers. Passengers are asked to observe the following guidelines. Failure to do so may result in suspension or termination from the program:
  • > All passengers must be capable of remaining seated while vehicle is in motion.
  • > All electric/manual mobility devices are required to be secured by a WCPT employee with proper securement devices.
  • > Passengers cannot demand a change in schedule, or request to be picked up first or last.
  • > Drivers will not wait more than 5 minutes for passengers to board.
  • > Physical or verbal abuse of the driver, or other passengers (example: shoving, hitting, cursing, etc.) will not be tolerated.

Absolutely No:
  • > Eating or Drinking
  • > Use of tobacco products
  • > Standing
  • > Taking non-prescription drugs
  • > Riding while under the influence of alcohol or illegal drugs
  • > Possession of weapons
  • > Transportation of any hazardous substance
  • > Improper dress (example: no shirt, no shoes, etc.)
  • > Damaging or disfiguring the vehicles
  • > Removing any items from the vehicle not belonging to the passenger (example: fares, donations, supplies, etc.)

Any action by a passenger which may endanger the safety of the passengers, driver or vehicle may be cause for disciplinary action or refusal of service. WCPT reserves the right to refuse transportation service to persons violating the above guidelines.

Incident Reporting

Any WCPT driver observing or experiencing disruptive behavior shall report each incident to their supervisor as soon as possible following the incident.

Suspension Notification

The Director of Transportation shall determine if the reported incident is to be considered disruptive behavior. If the incident in question is deemed disruptive, the following action shall be taken:
  • > First Incident: 30 day suspension
  • > Second Incident: 60 day suspension
  • > Third Incident: Indefinite suspension

Further Questions

Anyone with special needs or questions not addressed in this handbook may call 815-625-7433 between the hours of 6am and 6pm Monday through Friday.

Upon request, this service information is available to the public in alternative formats.

WCPT reserves the right to make changes to policies and procedures at any time without notice.