UZURV Services in the DC Metro Region

How UZURV Provides Service

Unlike some Abilities-Ride providers, UZURV provides door-to-door transportation with a network of credentialed and specially trained drivers who operate their own, personal vehicles. UZURV service is also a direct-ride service, meaning that you will only share your ride with any companions or a Personal Care Attendant (PCA) you choose to bring with you, (see passengers FAQ below).
Before providing trips, UZURV drivers pass a nationwide background check, and a Federal Transit Administration (FTA) compliant substance abuse screening. Drivers also must demonstrate knowledge of appropriate techniques for transporting people with disabilities and older adults.

How many passengers can UZURV accommodate?

UZURV is able to accommodate you, and up to two additional passengers, including your PCA, if needed.

Can UZURV transport children?

UZURV will transport children as long as they are accompanied by a responsible adult who is at least eighteen years of age.
In accordance with applicable District, Maryland, and Virginia laws, children under the age of eight and under 4 feet, 9 inches in height, must be in an age-appropriate child safety seat, which is provided by the rider. The child safety seat must be secured by the rider. In keeping with UZURV policy, drivers are prohibited from lifting or carrying children, including children who are already strapped into their child safety seats.

Does UZURV provide rides to passengers with service animals?

UZURV welcomes passengers with service animals and has a zero-tolerance policy for any driver who knowingly denies access to a customer traveling with a service animal. A service animal must be under the physical or verbal control of its handler, and must sit or lie on the floor of the vehicle at all times. For more information, check out the UZURV Service Animal Policy.

What about mobility devices?

UZURV is able to transport any rider who can safely transfer from their manual wheelchair or walker into the passenger seat of a sedan or SUV as long as the mobility device can be safely stored in the vehicle’s trunk or cargo area. UZURV drivers can assist with the storage of mobility devices upon request. Wheelchair-accessible vehicle (WAV) rides are available through MetroAccess – call 301- 562-5360 – TTY 301-588-7535 or visit the MetroAccess Abilities-Ride page for more information.

What assistance will drivers provide?

UZURV drivers will provide door-to-door assistance. Specific tasks that drivers provide are:

• Meet you at the outermost door or in the entry lobby or foyer of the building where you begin your trip, unless doing so would cause the driver to lose visual contact with their vehicle.
• Greet you by name and announce that they are your UZURV driver. Please note: You will be provided with your UZURV driver’s vehicle make and model and your driver’s name, which you can verify once the vehicle arrives. You may also ask to see the driver’s UZURV badge, which is displayed on the driver’s mobile device.
• Assist you with boarding the vehicle if requested.
• Open and close the vehicle door.
• Provide assistance with the vehicle seatbelt if requested.
• Fold and store a walker or manual wheelchair in the vehicle’s trunk or cargo area.
• Provide verbal direction to assist you in locating the outermost door of your destination upon request.

How does UZURV work as part of the Abilities-Ride Program?

You must be registered as an Abilities-Ride customer and new or existing riders, you may request UZURV as your preferred provider. Then, when MetroAccess determines that your MetroAccess trip can be best served by Abilities-Ride, your trip may be assigned to UZURV. When this happens, you will receive a text message from UZURV, advising you that we have received your MetroAccess trip. You will then receive texts as the driver heads your way and when they arrive at the pick-up location and those will include driver and vehicle information.

Notes:

• the driver will only have the first name and first letter of the last name of the rider.
• While you can express your preference for UZURV, all of your trips may not be serviced by UZURV

When and where does UZURV operate for Abilities-Ride?

UZURV provides Abilities-Ride throughout the entire MetroAccess service area. This includes the District of Columbia and those portions of Maryland and Virginia where MetroAccess operates. For more details about where Abilities-Ride is available, visit the MetroAccess Abilities-Ride page.

How do I request and schedule Abilities-Ride trips on UZURV?

You must be enrolled in the Abilities-Ride program, and you must request UZURV as a preferred provider to have MetroAccess trips assigned to Abilities-Ride, and then to UZURV. For more information about Abilities-Ride, please call 202-281-8984, or visit the MetroAccess Abilities-Ride page.

What is the fare and how do you pay for UZURV trips in the ADA Paratransit Service?

Presently, there is no charge for Abilities-Ride service. Additionally, Abilities-Ride providers and their drivers are prohibited from accepting gratuities, tips, or gifts of any kind.

How do I comment on service including safety or driver concerns?

If you wish to comment on service, contact WMATA Customer Service using any of the following:

• Phone: (202) 637-0128
• TTY: (202) 962-2565
• Online: https://wmata.custhelp.com/app/home

What About a Lost Item?

Metro Lost & Found staff members are available via telephone to assist you, Monday through Friday from 9 am – 5 pm by calling 202-962-1195. The Lost & Found Office is closed on weekends and federal holidays. For more information about the Lost and Found department go online: https://www.wmata.com/rider-guide/lost-found/

Who Can Use UZURV?

The DOT’s paratransit provider, National Express, determines which trips to assign to UZURV. In general, customers who are able to safely board and ride in a sedan or Sport Utility Vehicle, and those who use manual wheelchairs and walkers that can be stored in the trunk or cargo area of a sedan or SUV, will find UZURV service to be accessible and comfortable. UZURV drivers are able to assist with the storage of mobility devices upon request.

UZURV provides curb-to-curb transportation with a team of qualified and credentialed drivers who operate their own personal vehicles—much like other Transportation Network Companies (TNCs). Before providing trips, UZURV drivers pass a nationwide background check, a Federal Transit Administration (FTA) compliant substance abuse test, and must demonstrate knowledge of appropriate techniques for transporting people with disabilities and older adults.

When and Where Does UZURV Operate DOT Service?

DOT provides service throughout the City of Alexandria, City of Falls Church, Arlington County, Fairfax County and Fairfax City.

Service is available 7 days a week, 5:30 a.m. – 10:00 p.m. ET.

UZURV provides trips assigned by National Express. These trips can be at any time and in any area where DOT Paratransit operates.

Fares and Payment

DOT Paratransit fares are as follows:

• Within the City of Alexandria – No fare
• Trips that extend less than five miles beyond the City of Alexandria – $4.00
• Trips that extend more than five miles beyond the City of Alexandria – $6.00

Fares must be paid in cash, and drivers do not make change.

How Many Passengers can UZURV Accommodate?

Because UZURV is a sedan-based service, we can accommodate the rider and two additional passengers. Presently, passengers are prohibited from sitting in the front seats of any vehicle.

Can UZURV Transport Children?

UZURV will transport children as long as they are accompanied by a responsible adult who is at least eighteen years of age. In accordance with Virginia law, children under the age of eight and/or measuring less than four feet, nine inches in height must be in an approved child safety seat which is provided by the rider. Drivers are prohibited from lifting or carrying children.

Traveling with a Service Animal?

UZURV welcomes passengers with service animals and has a zero-tolerance policy for any driver who knowingly denies access to a customer traveling with a service animal. A service animal must be under the physical or verbal control of its handler at all times and must sit or lie on the floor of the vehicle at all times. For more information, check out “Respecting Riders with Service Animals”.

What About Mobility Devices?

UZURV is able to transport any rider who can safely transfer from their manual wheelchair or walker into the passenger seat of a sedan or SUV with minimal assistance, and as long as the mobility device can be safely stored in the vehicle’s trunk or cargo area. UZURV drivers can assist with the storage of mobility devices upon request.

What Assistance Will Drivers Provide?

In accordance with DOT Paratransit policy, UZURV drivers will provide curb-to-curb service. Specific tasks that drivers will provide are listed below.

• Meeting you at the curb or in the nearest parking area adjacent to the address where you will begin your trip.
• Greeting you by name and announcing that they are your UZURV driver.
• Assisting you with boarding the vehicle if you request.
• Opening and closing the vehicle door.
• Providing assistance with the vehicle seatbelt if needed.
• Folding and storing a walker or manual wheelchair in the vehicle’s trunk or cargo area.
• Providing verbal direction to assist you in locating the outermost door of your destination upon request.

Commenting on Service

In accordance with DOT program rules, customers should contact DOT’s Customer Service Center to register any formal comments, complaints or compliments about service provided by UZURV. You can reach DOT’s Paratransit Call Center online or via email or by calling (703) 746-4084 weekdays between 9 a.m. and 5 p.m.

Lost and Found

If you believe you have left an item inside your UZURV vehicle, contact DOT’s Customer Service Center at (703) 746-4084 weekdays between 9 a.m. and 5 p.m. We will do our best to locate and return your item to you as soon as possible.

Safety or Driver Concerns

In keeping with DOT policy, report all safety or driver concerns via the DOT website, by emailing the Paratransit Coordinator or by calling (703) 746-4084 weekdays between 9 a.m. and 5 p.m