FAQs • Rock Island County MTD, IL • CivicEngage

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ADA Paratransit

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1. How will I know if I’m determined an “eligible rider?”: MetroLINK will inform you of your eligibility status in writing. Determination will be made within 21 days of MetroLINK receiving your completed certification form. Eligible riders will be instructed on how to obtain an eligibility card at that time. Individuals with applications pending will be able to ride paratransit throughout the process.

2. What if I’m denied eligibility?: In the event that this occurs, an appeals process exists.

3. Where will paratransit take me and, are my trips prioritized or limited in any way?: Trips will not be limited, nor will your reason for traveling be questioned. Eligible riders within ¾ of a mile of a Metro fixed-route will receive service.

4. What are the vehicles like?: Vehicles are designed to meet the needs of riders. All accessible vehicles will utilize either a wheelchair lift or ramp and are equipped with tie down restraint systems.

5. If I need assistance with packages such as groceries, for example, will the driver help me to the door?: MetroLINK’s paratransit service is “curb-to-curb." However, passengers in need of additional assistance may contact MetroLINK regarding origin-to-destination service if necessary.

6. If I schedule a ride, will it be possible for the driver to drop me off to run a quick scheduled errand?: No, trips are for scheduled arrangements only. Even if your errand might seem “on the way,” drivers have intricate and prearranged schedules.

7. What if a Personal Care Attendant (PCA) needs to travel with me?: This is permissible. However, the PCA’s reservation must be made at the same time that the eligible rider’s reservation is made.

8. May I bring a non-eligible person with me on trips as a guest?: Yes, one guest is allowable. However, the guest’s reservation is based on available space.

9. Do Davenport CitiBus and Bettendorf Transit offer paratransit?: Yes, MetroLINK can coordinate with the Iowa QC transit systems’ paratransit services when making a trip reservation.

10. What if I’m a visitor to the region and need to use paratransit services?: If a visitor can provide documentation of ADA complementary paratransit service from another area, MetroLINK will allow the visitor to ride its paratransit services. Additionally, if the visitor presents proof of disability (e.g. a letter from doctor or medical professional), MetroLINK will make the paratransit service available to the visitor. Visitors are able to ride MetroLINK’s paratransit service for up to twenty-one (21) days in a 365-day period. MetroLINK may request the visitor apply for eligibility in order to ride beyond this number of days.

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Channel Cat Mobile Ticketing

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1. How do I download the app to get started?: Depending on the device the app is operating on, for iPhones and iPads go to the App Store or for Android devices go to Google Play app store and search for “Channel Cat.” Note: As of 5/16/16, the app is in the current stages of development and testing. The app will be live in both marketplaces prior to the start of the 2016 Channel Cat season (5/27).

2. Which phones and operating systems are supported?: iOS devices running an operating system of iOS 7 and above, and Android devices running an operating system of 4.3 and above. Before downloading the latest operating system, be sure to check the app store description for supported versions.

3. What if I lost my device, or I purchased the wrong ticket? Can I get a refund?: No, Channel Cat tickets are non-refundable.

4. What if the app is unresponsive?: Try logging out and closing the app, then open the app and log back in. If unsuccessful, try powering your device off and then back on.

5. What if I get a new phone? Can I transfer my tickets?: If you get a new phone, reinstall the app and log in to your account. All information and ticket purchases will remain in the app. Tickets that have already been activated by a Channel Cat crew member may not be transferrable on the day of use.

6. What if my battery dies?: You are responsible for showing proof of valid fare to Channel Cat crew members or other authorized personnel. You may be unable to board or be asked to pay a cash fare if this occurs.

7. Do I need a wireless connection to buy or use tickets?: You will need a data connection, using either cellular data or Wi-Fi, to purchase tickets. No Channel Cat landings currently have Wi-Fi access for passengers.

8. How do I set up my account?: For Android Devices:
After you first launch the app, you’ll see the App Dashboard. Tap “My Account” and “Register Today!” You can also create an account by tapping the “My Tickets” button, then “Register Today!”
For iOS Devices:
After you first launch the app, you’ll see the App Dashboard. Tap “My Account”, “login” and “Register Today!” You can also create an account by tapping the “My Tickets” button, then “Register Today!”

9. What is the difference between creating an account and logging in?: “Create an account” if you don’t have one or want to create a new one. “login” if you want to use an existing account.

10. How do I reset my password?: On the bottom of the login screen, tap the link named “Forgot your password?” A Password Reset screen opens. Enter your E-Mail address, tap “Request Password Reset” or “Reset”.

11. Is it necessary to create an account to purchase a ticket?: Yes. You will be prompted to create an account before purchasing a ticket.

12. How do I add a debit/credit card to my account?: For Android Devices:
Adding a debit/credit card can be done while making a purchase and/or under “My Account.” Log into your account and click “My Account.” Under “Tickets” click “Payment Methods” and press the “+” in the green circle next to “Payment Methods” You will then be prompted to enter your credit card number. You can manually enter your credit card number or click the camera icon to take a picture of your card, which will automatically enter your card number. Next enter your expiration date, CVV number and postal code.
For iOS Devices:
Login to your account and click “My Account”. Under “Tickets”, click “Payment Methods: and tap the “Add A New Credit Card” button. The camera opens up and can automatically scan your credit card number. You also have the option to select “Enter Manually” and enter the card number yourself. Next enter your expiration date, CVV number and postal code. To finish entering in your credit card tap “Done”.

13. Can I store more than one card?: Yes. You can add another card while making a purchase and tapping the currently selected credit card and next tapping the green “+” button when prompted for payment options or in “My Account” under “Payment Methods”. You can add another card while making a purchase tapping “Change” on the Ticket Checkout screen. The Payment Methods screen will open with an option to “Add A New Credit Card”. Tap that option. You can also add additional cards within “My Account” and “Payment Methods”. There is no limit to the number of credit cards you can add.

14. Where is my personal information and credit card information stored?: All personal and credit card information is stored on a securely encrypted Payment Card Industry Data Security Standard (PCI DSS) compliant server

15. How quickly is the payment processed?: Once the payment is authorized, the payment is processed immediately.

16. What if my credit/debit card is declined?: First, confirm you have the correct bank card details registered in the app exactly as they appear on your card and billing statement, such as credit card number, zip code and three-digit security code on the back. If everything is correct, contact your bank for further information. Transactions showing as “pending” have not been processed and typically are removed within two business days. Your credit card will not be charged for these transactions.

17. Can I get a refund?: Channel Cat tickets are non-refundable. If you need to restore lost tickets to your account, please contact MetroLINK Administrative Offices at (309)786-2705.

18. My card was declined - why is there a pending transaction on my statement?: Transactions showing as pending have not been processed and typically are cleared within two business days. Your card will not be charged for these transactions.

19. Are receipts available for my mobile ticketing purchase?: Receipts are not available for mobile ticketing purchases. You will see a confirmation page within the app upon processing of payment

20. Will I have to create an account to purchase a ticket?: Yes. Before being able to purchase a ticket(s) you must log in to your account or register an account. You will be unable to process a payment without creating an account first.

21. Can multiple fares be purchased at one time?: Yes, you can purchase more than one ticket at a time. However, please ensure that you receive a hand stamp when departing the boat if you plan to separate from your group before the next trip.

22. Do I need a wireless connection to buy tickets? To activate tickets? To display tickets?: You will need a network data connection or wireless connection to purchase tickets. Connection is not needed when activating or displaying your ticket.

23. Is there a limit for purchases?: No, there is no limit.

24. Can I purchase a ticket ahead of time with the app?: Yes. Please note that purchasing a ticket ahead of time does not guarantee a seat on your preferred boat. All ticket holders (paper or mobile) are subject to a first come/first serve basis on the Channel Cat. Priority seating is given to passengers with a hand stamp on their return trip only, if seats are available.

25. Does my ticket expire?: Once it has been activated by a Channel Cat crew member, a ticket is only valid for that day. Tickets that have been purchased but not activated, will automatically expire after a period of 6 months.

26. How do I activate my tickets?: The ticket will be activated upon boarding by a Channel Cat crew member. You will receive a hand stamp following ticket activation, which will act as your fare for the remainder of the day. There should be no need to show your mobile ticket again, provided that your hand is stamped.

27. Can I use multiple tickets at the same time for myself and my family or friends?: Yes, just go to “My Tickets”, and select “Show Ticket” for each ticket needed for the group traveling with you. To use more than one ticket, you must first purchase the tickets by going to the “Buy Tickets” tab.

28. Can I see how much time is left on the active ticket before it expires?: Yes — your ticket will have the date it is valid in green. The ticket is only valid for one day all day.

29. How do I show the QR code, and when do I use it?: If an Channel Cat crew member asks to see the QR Code on your ticket, simply go to “My Tickets,” click “Show Ticket,” and then tap the screen. The QR code will appear full screen and will stay up for 10 seconds until it shrinks back to the icon. If you have the QR code up longer than 10 seconds, you can tap the screen to make it full screen again.

30. Will a Channel Cat crew member show me how to use the app?: It’s best to do your research before you head out. A crew member may be able to help, but their job is to check your fare and focus on boarding passengers. Please use the “FAQ’s” feature in the app for instructions on how to use the app.

31. The ticket takes a long time to display, what can I do?: Click the back button and select “Show Ticket” again. Also, closing any other apps you aren’t using can help your phone’s responsiveness. If the issue continues, try restarting your phone and/or uninstalling and reinstalling the app. It’s your responsibility to have your ticket ready for activation upon boarding. If your ticket is not ready, you may be asked to allow other passengers to board. Your seat will not be reserved during this time.

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Common Rider Questions

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1. Why was my bus late?: We do our best to keep our routes (and riders) on schedule. It may be tempting to blame Metro, but keep in mind that buses are most often delayed by the same things that delay you driving in your personal vehicle. Common causes are: accidents, weather or road conditions, construction or construction-related detours, and special events.
You can help by being ready to board with the correct fare when the bus arrives. On board, make way so others can get on or off. When you've reached your destination, exit through the rear door when possible.

2. Why did the bus drive by without stopping to pick me up?

We know it's frustrating being passed up, especially when it's cold or wet outside. If the bus didn't stop for you, it may be because the driver didn't see you or the bus was out of service.

To make yourself more visible, wear light-colored clothing or reflective strips, and carry a flashlight and/or cell phone during periods of dark. If you're able, it's helpful to the driver if you stand up, move or wave as the bus approaches.

If the driver did see you, but didn't stop to pick you up, it could have been because the bus was not in service. When you see signage on the front of the bus that says "Not in Service," that means the bus is likely coming to or from Metro's Maintenance Center and is not stopping to pick up passengers.

It's also possible that the driver accidentally missed your stop. If you believe this was the case, please let us know so we can try to prevent it from happening again.

3. Can Metro place a bus shelter at my stop?

Metro has over eighty (80) passenger bus shelters throughout its fixed-route system. We're continually looking for additional shelter locations or places where shelters could be replaced with newer equipment or technology. Riders wishing to request a shelter may submit the Rider Feedback form on our website or call customer service at (309)788-3360.

Please keep in mind several items that Metro will use in determining a shelter location:

1) ADA Accessibility: All new Metro shelters must be placed in ADA-accessible locations, including sidwalks and curb cuts.

2) Property Ownership: Placement of a shelter is dependent upon the public or private property owner allowing Metro to place a bus shelter on their property.

3) Ridership and Surrounding Shelter Locations: In an effort to use our resources as efficiently as possible, Metro evaluates all shelter requests based on ridership at the suggested location and the proximity of existing shelters.