Rider Policies
ACCESSIBILITY
All CTS TrailBlazer routes are operated with accessible vehicles.
WHILE ON BOARD
Please observe the following passenger etiquette policies. The following policies apply to all of Carroll Transit System's services, including Demand Response, TrailBlazers and Agency Transportation:
- Passengers must pay the fare upon boarding the vehicle unless prior billing arrangements have been made. Exact change, valid ticket or college bus pass is required at the time of service.
- For the comfort of all passengers, smoking/vaping, eating, drinking, chewing, and using illegal substances in Carroll Transit System vehicles are prohibited.
- Passengers may not play an audio device unless using a headset and keeping the volume low so that others are not disturbed.
- The driver's attention must be on safe driving! For the safety of all passengers, riders should refrain from speaking with the driver while the vehicle is in motion.
- A driver may refuse to transport a passenger(s) who appear(s) to be under the influence of alcohol, illegal or dangerous substances, or whose behavior or language appears abusive, threatening, offensive, disorderly or dangerous to themselves, the driver or other passengers. If a passenger(s) becomes dangerous or disruptive during the trip, the driver may refuse service at that time. Drivers will immediately contact the dispatcher to call 911 for assistance.
- Passengers may not threaten or harass any other passenger or the driver.
- Passengers may not engage in any behavior that may result in the distraction of the driver.
- Passengers are expected to maintain cleanliness and health standards that do not jeopardize the health of bus drivers, supervisors, themselves or other passengers. Carroll Transit System may refuse service to passengers who are unable to comply with those standards. Certain restrictions may apply to those passengers who may require a personal attendant based upon their medical or other conditions.
• Contagious diseases
• Open wounds
• Incontinence
• Communicable diseases
• Foul Odor - Carroll Transit System may refuse service to passengers without shoes or fully clothed.
- Carroll Transit System will attempt to accommodate a reasonable amount of passenger packages if they do not disrupt or delay transportation for other passengers. Packages must be carried on by the passenger, should be held by the passenger, or secured under the seat, but must be safely secured. Passengers shall not place articles in the aisles or on a seat intended for another passenger. Carroll Transit System is not responsible for lost or damaged items.
- Strollers are permitted on Carroll Transit System vehicles only if folded. Please fold the stroller before boarding and carry your child on the bus. Blocking the aisles of CTS vehicles is strictly prohibited.
- Children under age 12 must be accompanied by a parent or guardian.
- Service animals trained to perform a specific task/service to assist an individual in living independently are permitted onboard Carroll Transit System vehicles. Small pets (up to 20 pounds) are allowed on board at no additional cost when traveling in carriers designed and manufactured for pet transport. The carrier cannot take up seating or obstruct the aisle and must be able to be carried on by the passenger. Animals at-large or on a leash or harness (other than service dogs) are not allowed.
- Portable oxygen supplies and respirators are permitted onboard CTS buses. Information about the use of this equipment must be provided to the dispatcher when scheduling service. Oxygen is to be self-administered and the driver shall be under no obligation to render special assistance. Oxygen tanks must be secured so they do not move during transport and may not block the aisle.
- Arrive early:
a. For TrailBlazer stops, please be at the designated stop 10 minutes in advance of the time on the schedule.
b. For Demand Response, it is the passenger's responsibility to be ready and waiting at the door (or curb, if they are able) 15 minutes prior to their scheduled pick-up time. A driver may only wait up to five minutes before they must continue with their route. If the passenger is not ready and has not called the dispatcher to cancel the trip the driver will notify the dispatcher they are departing for the next pickup, and the late passenger will be considered "no-show." - Seatbelts: All passengers are required to wear seat belts in vehicles equipped with them. Persons using wheelchairs should be secured to their chairs in addition to having their wheelchairs secured to the vehicle. Please make sure your wheelchair has been properly secured. The driver will provide assistance in fastening seatbelts upon request.
- Child Safety Seats: All passengers must follow the Maryland Child Passenger Safety Law, which states:
a. Every child under age 8 years old must ride in an appropriate child restraint unless the child is 4’9” or taller.
b. Every child from 8 years to 16 years who is not secured in a child restraint must be secured in a vehicle seat belt. (Effective October 1, 2012).
PASSENGER RIGHTS AND RESPONSIBILITIES
The passenger has a right to:
- Safe, comfortable, and courteous service.
- On-time service as scheduled by the scheduler.
- Information is presented in an appropriate format.
- Appeal any actions, which result in a denial of service.
The passenger has the responsibility to:
- Be ready for the driver 15 minutes in advance of the scheduled pick-up time.
- Inform the scheduler of any special assistance needs.
- Inform the scheduler of cancellations at least one (1) hour before the scheduled pick-up time.
- Inform the Executive Director of any service problems or to recognize exemplary service.
How to File a Compliment, Complaint, or Suggestion
If you would like to recognize a driver or other member of our staff for excellent service, to file a complaint,
or to make a suggestion for how we can provide you with better service, please write to:
Executive Director
Carroll Transit System
1300 Old Meadow Branch Road
Westminster, MD 21158
Or Call (410) 386-5550
Visit the Fair Practice Act page here