Palm Tran Connection Rules to Ride
Palm Tran Connection (PTC) is committed to providing safe, reliable, and courteous paratransit service. To ensure a positive experience for all customers, please review and follow the guidelines below.
Passenger Rights
As a Palm Tran Connection customer, you have the right to:
- Safe trips in clean, air-conditioned or heated vehicles.
- Professional, courteous treatment from drivers and fellow passengers.
- Smoke-free, properly equipped vehicles with working seat belts and securements.
- Drivers trained in public transportation and paratransit service.
- Assistance getting in and out of the vehicle and to your seat or securement area.
- Clearly identified drivers wearing uniforms, photo IDs, and company badges.
- Drivers who announce their presence and confirm your name.
- The ability to file a complaint without fear of retaliation.
- Prompt investigation and resolution of concerns.
- Current and complete information about PTC services.
Passenger Responsibilities
To help ensure safety and respect for all riders and staff, passengers are expected to:
- Dress appropriately: Shirts and shoes are required.
- Board and exit promptly: Board within your scheduled pick-up window and exit at your destination without delay.
- Follow instructions from drivers and staff.
- Use seat belts unless you have a documented medical exemption.
- Bring your belongings when exiting the vehicle. PTC is not responsible for lost items.
- Respect the driver’s role: Do not distract the driver while the vehicle is in motion.
Prohibited Behavior
The following actions are not allowed and may result in suspension or termination of service:
- Disruptive, threatening, or illegal behavior, including:
- Foul, derogatory, abusive, or obscene language.
- Verbal or physical threats or aggression.
- Inappropriate physical contact or harassment.
- Physical abuse or causing injury to others.
- Possessing, distributing, or being under the influence of alcohol or illegal substances.
- Bringing illegal weapons or controlled substances on board. (Licensed individuals may carry legal firearms as permitted by law.)
- Committing a crime while on PTC vehicles or property.
- Vandalizing or tampering with vehicle equipment or radios.
- Refusing to board or exit the vehicle within the scheduled window.
- Throwing items on the vehicle.
- Accumulating three or more late cancellations or no-shows in a 30-day period.
- Note: Engaging in the behaviors listed above may result in a minimum 30-day suspension or, in severe cases, permanent suspension of door-to-door service.
Courtesy on Board
All passengers, including Personal Care Attendants and escorts, must follow these conduct rules:
- No smoking, including tobacco and electronic cigarettes.
- No eating or drinking, unless required for medical reasons.
- Keep conversations respectful and quiet when using cell phones.
- Play personal media devices only with headphones at a low volume.
- No loud music or disruptive noise.
- Service animals must be under control at all times.
Driver Responsibilities
Palm Tran Connection drivers are required to:
- Wear a uniform and visible ID badge.
- Identify themselves clearly and confirm the customer’s name.
- Collect fares and obtain signatures as required.
- Provide door-to-door service and assist customers to and from the vehicle.
- Remain professional, courteous, and focused on safety.
- Avoid entering past the lobby of public buildings or losing sight of their vehicle when occupied.
- Not accept gratuities or gifts of any kind.
- Not provide personal equipment such as wheelchairs, child seats, or shopping carts.
- Not wait for family members or caregivers at drop-off.
- Drivers are not permitted to play loud music or use cell phones while passengers are on board.
Customer Relations and Feedback
Palm Tran Connection values your feedback to maintain high service standards. Please report any commendations, concerns, or complaints within seven (7) days of the incident.
To file a complaint, please provide:
- Your name (optional for comments, required for complaints)
- The date and time of the incident
- A description of the issue
- Any helpful details (e.g., transportation provider, driver’s name)
How to Report
Leave a message with the Customer Service department. Calls are returned within one (1) business day. Once received, you’ll be mailed an acknowledgement card, and the complaint will be investigated.
You may follow up on your complaint five (5) business days after filing.
Thank you for doing your part to ensure a safe and comfortable ride for everyone. Your cooperation helps us maintain high-quality paratransit service for the Palm Beach County community.
