Riders Guide

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Tri-County Transit

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Riders Guide

riders guide

Riding Tri-County Transit is easy. Find out what you need to know here.

FARES

Fares are collected on all TCT bus routes. Please see the route-specific info on the fares & passes page to find out what your fare will be and if there are any exceptions.

The following applies to fares collected:

Passengers age 60+ ride for a suggested donation on Door to Door buses.
Only exact change.
No fare; no ride.

When purchasing passes from the bus drivers, exact change or check is required. Passes can also be purchased at our administrative office, 31 Pleasant St., Berlin, 8:00 am to 4:00 pm Monday through Friday.

bus stops

Be visible at stops so the bus driver can see you waiting. Wave at the driver to ensure being noticed and keep yourself safe. Buses will pick-up or drop-off passengers at all locations listed on the schedule with a corresponding time. Passengers may also request other pick-ups or drop-offs, or may wave the bus down at any safe location along the route. Drivers will not stop if unsafe. Stops times listed are based on the time of departure, please arrive 10 minutes early to stops.

Deviated pickup & Stop

Flex route buses deviate up to 1/4 mile from the published routes to pick up or drop off passengers. All Deviated Pickups must be requested by calling a dispatcher one business day in advance, or on Friday for a Monday pickup. The dispatcher will take the information, review the bus schedule and determine the time the pick up can be accommodated. Deviations will only be completed if it safety permits.

Upon boarding, please let your bus driver know you would like a Deviated drop off. The driver will let you know if this can be accommodated right away or on the next loop. Every attempt will be made to accommodate these requests.

Request Stops (R)

Some stops along a flex route are listed as Request (R). For an (R) pick up, be sure to stand at the designated location where you will be visible to the driver. For an (R) drop off, be sure to let the driver know upon boarding at what (R) stop you would like to be dropped off.

LOST ITEMS

Please make sure you collect your belongings prior to leaving the bus. TCT assumes no responsibility for items left on board. If you find an unattended item, please report it to the bus driver immediately.

Drivers conduct sweeps of the vehicle on a regular basis. Any unattended items found during regular operating hours will be turned into the Administrative Office (Berlin) or kept on the bus until ownership is claimed (outside sites only). Items will be held no longer than 90 days. To claim a lost article, please call our Administrative Office, M-F, 7am-4pm, at (603)-752-1741 or TTY: 711.

Children

All children, regardless of age, are charged a full fare and must occupy their own seat. Children are not permitted to sit on a lap or be carried and must wear a seatbelt for the duration of travel. Babies and toddlers are required to use car safety seats. Children under twelve years of age must be accompanied by an adult. Drivers are not permitted to carry children on or off of the vehicle; if you require assistance with a child, please bring a companion to help.

Packages and personal items

Packages are permitted aboard TCT vehicles but are limited to as many as you may comfortably carry; passengers may not transport more than they can manage themselves. The maximum combined weight of all packages cannot exceed 30 pounds. Packages must remain stowed under the passengers seat and must not block seats, aisles, doorways, or exits. Packages may not take up a separate seat space. Drivers are permitted to assist you with stowing packages but are not required to to carry packages to and from the vehicle. We encourage riders to use a safe and efficient means of transporting bags, such as a portable folding two-wheeled shopping cart.

animals

Animals are not permitted aboard TCT vehicles, with the exception being service animals. Under the ADA, a service animal is defined as an animal that has been individually trained to do work or perform tasks for an individual with a disability. The task(s) performed by the animal must be directly related to the person's disability. Customers who require the support of a Service Animal are permitted to bring their Service Animal on to all Tri-County Transit vehicles. Service Animals are subject to the following conditions:

Must remain on a leash or harnessed except when performing work or tasks where such tethering would interfere with the animal’s ability to perform.
Must remain under the owner’s control and not pose a direct threat to the health or safety of others.
Remain in a down or sit position. Service animals may not block the aisle of the vehicle or occupy a seat.

SAFETY

TCT's mission is to provide safe, reliable, accessible and affordable transportations to help individuals maintain their wellness, independence and dignity. We ensure the safety of our passengers, employees, volunteers and the community through the following commitments:

All staff and volunteers have background checks completed prior to providing any service.
All drivers and dispatchers participate in random drug and alcohol-testing program.
All vehicles owned and operated by TCT are inspected prior to every shift for safety and cleanliness, and have preventative maintenance performed on a regular basis.

All vehicles owned by volunteer drivers have up-to-date safety inspections and are expected to be in a clean and comfortable condition.

wheelchair lifts

All vehicles are equipped with wheelchair lifts. Any passenger, ambulatory or non-ambulatory, may request the use of the lift. If you require the use of a wheelchair lift, our trained drivers will assist you in getting on and off the bus. We may not be able to safely accommodate you if your wheelchair or mobility aid exceeds the following: weighs more than the design capacity of the lift, which varies between 600lbs and 1,000lbs

More than 30 inches wide
More than 48 inches long
Weighs more than the design capacity of the lift, which varies between 600lbs and 1,000lbs

Wheelchair & scooter securement

Some three wheeled scooters are difficult to secure on vehicles and may even come with a warning from the manufacturer stating that they should not be used as seats on moving vehicles. Drivers may recommend that you transfer to a vehicle seat so that we can provide you with safe and secure ride. Wheelchairs and scooters are required to be secured into the four point tie-down system for the entire duration of travel.

respirators & portable oxygen equipment

Portable oxygen equipment and portable respirators are permitted on TCT vehicles. The driver will assist in securing the equipment however they are not permitted to assist in using the equipment. If you need assistance with portable life support equipment, please arrange to bring a personal care attendant with you while you travel.

Hazardous Materials

With the exception of oxygen for personal medical use, materials considered as hazardous or explosive by the U.S. Department of Transportation are not permitted on Tri-County Transit buses.

Personal Care Attendants

A personal care attendant (PCA) is an individual who must accompany a passenger on his or her trip. When scheduling service, notify the dispatcher that a PCA will be needed to accompany your ride. PCA's are always allowed to ride with an eligible passenger and are not required to pay a fare, but they must travel from the same point of origin to the same destination as the certified passenger.

strollers and walkers

Strollers and walkers must be folded, stowed and secured in the rear of the bus. They must not block seats, aisles, doorways, or exits and may not take up a separate seat space. Babies or children must be removed from strollers prior to boarding vehicles and held securely by the passenger on all TCT services.

bad weather

Tri-County Transit reserves the right to suspend, modify or cancel service during times of hazardous weather conditions that may jeopardize the safety of our riders and employees. When hazardous weather arises listen to your local radio stations, visit our website or contact our Administrative Office for closing announcements.

If your trip is for dialysis, chemotherapy or other life sustaining purpose please contact our Administrative Office to assure your transport can continue as planned. Every effort will be made to deliver essential trips using our service or by arranging other emergency assistance.

TITLE VI

Tri-County Transit is committed to ensuring that no individual is excluded from participation in, denied the benefits of its programs, activities or services, or subject to discrimination on the basis of race, color or national origin as per the Title VI of the Civil Rights Act of 1964, as amended.

Toward this end, TCT's employees are responsible for carrying out the commitment to non-discrimination including the requirements of Title VI. This includes the following:

- To ensure that the same level and quality of transportation services are provided to all

- To promote full and fair participation in transportation decision making;

- To identify and address, as appropriate, the human health, social, economic and environmental effects of TCT's programs and activities on all populations.

To learn more about Title VI law and applicability or to file a complaint click here.

Ada Title ii

Tri-County Transit is committed to complying with all Federal Americans with Disabilities (ADA) regulations. In 1990, the Americans with Disabilities Act (ADA) was passed by Congress and signed into law. This civil rights legislation entitles, among other requirements, persons with disabilities equal opportunity to participate in society. As such, public transportation agencies, like Tri-County Transit, are required by law to provide the necessary ADA-compliant equipment and accommodations.

To learn more about the ADA notice or to file a complaint click here.

No-Show POLICY

A no-show is defined in one of two ways:

A trip in which the passenger is not present at the prearranged pickup time and location when the Door to Door driver arrives and the passenger has given no notice to the dispatcher.
A request to cancel a trip that is within two hours of the scheduled pickup.

No-shows make it difficult to provide efficient service, cause delays and inconvenience other riders. All passengers are responsible for calling to cancel trips. A passenger who records a pattern of failing to notify and is not present during 15% of scheduled trips in one month will be notified of the offenses by either phone or mail. A no show total reaching 15% or more in a month will result in:

One week suspension of ridership for the first offense.
Two week suspension of ridership for additional offenses beyond the first.

special assistance

To ensure the best possible service, all riders needing special assistance are encouraged to call the office ahead of time. If requested, drivers will assist with your entry and exit of the vehicle. Drivers will not operate your wheelchair or other mobility aids.

Please note, the step height to board buses is between 10″ and 12″.

code of conduct

To ensure safety, we ask that passengers, their PCA's, and companions observe the following:

No verbally abusive, threatening, or obscene language
No physically abusive, threatening, or obscene conduct
No harassment; including unwelcome verbal, nonverbal or physical behavior containing sexual or racial connotations
No dangerous weapons may be carried on the vehicle
No conduct which causes damage to the vehicle, including defacing equipment and littering
Explosives, car batteries, flammable liquids, or other materials considered hazardous by the U.S. Department of Transportation are not allowed in or on any TCT facility or vehicle
No smoking in TCT vehicles
No eating or drinking aboard the vehicle
No playing noise producing equipment without the use of headphones
No operating vehicle equipment
No interacting with service animals without owner permission
No standing while the vehicle is in motion
No throwing objects
No extending extremities outside of vehicle windows
No consumption of alcoholic beverages aboard the vehicle
Must wear seatbelt
Must supervise children
Must properly stow packages, strollers and/or folding shopping carts

Passengers who engage in violent or seriously disruptive behaviors violating the code of conduct may receive long-term or permanent suspension.

A passenger may dispute a suspension through Tri-County Transit's Grievance Policy.

grievance policy

Tri-County Transit's Grievance Policy allows a passenger the right to dispute a disciplinary action taken against them or a complaint to be acknowledged. We have due regard to your privacy, and complaints will be handled with strict confidentiality.

Passengers are to submit the issue to Tri-County Transit's Administrative Office in writing within 10 days of the incident in question. The Transportation Director and Operations Manager will review the grievance and respond to the passenger within 15 days upon receiving the grievance. Customers will be notified in writing the results of the complaint and what if any actions will be taken to resolve those complaints or problems.

Print, complete and mail to:

Tri-County Transit

ATTN Jeanene McDonald

31 Pleasant Street

Berlin, NH 03570

Medicaid

Tri-County Transit accepts Medicaid a form of payment to get to doctor appointments. To utilize the Medicaid Transportation Program, the passenger must schedule directly through a Medicaid broker. To do this, call the number on the back of your Medicaid card at least 2 days prior to your appointment and follow the prompts. The passenger will then be asked a series of questions: Name, location, destination, and time/date of medical appointment. Be sure to request Tri-County Transit as your transportation provider.

To learn more about the use of the Medicaid Transportation Program click here.

reasonable modification policy

Tri-County Transit operates its programs and services in compliance with Transportation for Individuals with Disabilities; Reasonable Modification of Policies and Practices (49 CRFR Parts 27 and 37) to ensure that people with disabilities have equal access to our services. Any person who believes they may have been aggrieved by any unlawful discriminatory practice under this act may file a complaint.

We provide reasonable modification of policy and practice upon request to ensure that our transportation services are accessible to people with disabilities.

We will make reasonable modifications unless doing so:

Would fundamentally alter the nature of the service; or
Would result in a direct threat to the health or safety of others; or
Without the requested modification, the individual with a disability is unable to fully use Tri-County Transits' services for their intended purpose.

To learn more about the Reasonable Modification Policy or to file a complaint click here.

grievance Form (PDF)

earn extra money and help your community.

Volunteers are reimbursed mileage at a rate of $.53 per mile. Volunteer transportation ...