TRANSIT LINK SERVICE DETAILS

Service areas and hours, pickups and transfers, passengers and assistance

To request a printed Transit Link Rider Guide, contact customer service at 651-602-5464 or [email protected].

Areas, hours, holidays, ride length limit Responsibilities & expectations, code of conduct Pickups & transfers Children, packages, animals, bicycles ADA customers, assistance & assistive devices Feedback, concerns, lost items

AREAS SERVED

ANOKA/RAMSEY: All of Anoka County and the Ramsey County communities of Arden Hills, Falcon Heights, Lauderdale, Mounds View, New Brighton, Roseville, St. Anthony, and Shoreview.
CARVER/SCOTT: All of Carver and Scott counties
DAKOTA: All of Dakota County
HENNEPIN: All of Hennepin County
RAMSEY/WASHINGTON: All of Washington County and the Ramsey County communities of Gem Lake, Little Canada, Maplewood, North Oaks, North St. Paul, St. Paul, Vadnais Heights, White Bear Lake, and White Bear Township.

HOURS

Transit Link service is available from 6 a.m. to 7 p.m., Monday through Friday. NOTE: 7 p.m. is the latest possible scheduled drop-off time.

Transit Link Service Areas & Transit Hubs. LINK to larger PDF map.

Transit Link Service Areas & Transit Hubs Map. LINK to larger PDF map.

NO HOLIDAY SERVICE

There is no service on Thanksgiving Day, Christmas Day, and New Year’s Day.
Standing orders will be canceled, unless the passenger requests otherwise, on Memorial Day, Independence Day, Labor Day, and the day after Thanksgiving Day.

RIDE LENGTH LIMIT

Transit Link will not provide rides shorter than 1/4 mile walking distances.

RESPONSIBILITIES & EXPECTATIONS

Transit Link riders must:

Be ready to board within 3 minutes of the scheduled pickup
Show courtesy and respect to other customers
Comply with safety rules and service requirements
Refrain from eating or drinking on the bus.

Transit Link riders can expect:

A safe and reliable “curb to curb” shared ride with other customers who may be picked up and dropped off during your ride.
Courteous and professional customer service staff
Professional, well-trained drivers with identification badges who are appropriately dressed and groomed
A properly maintained vehicle free of smoke and litter.

CODE OF CONDUCT

Federal law allows Transit Link to suspend or alter access to service for customers who pose a direct threat to the health and safety of others, or those who engage in violent, seriously disruptive, or illegal conduct while using Transit Link services. Transit Link may refuse service or require specific conditions to mitigate the behavior, such as an attendant or similar. If reasonable modifications will not eliminate the risk, a person posing a significant risk may exclude the person from the service.

This section clarifies expectations for customers. Examples are samples, not complete lists.

Types of offenses

Transit Link differentiates between three different levels of offenses. Each is described below, with examples given.

1. Minor offenses: Behaviors that disrupt service without otherwise infringing on the rights of other customers, bus operators, or Transit Link’s contractors. Examples include:

Unintentionally damaging or soiling a Transit Link vehicle.
Bringing an excessive number and/or size of packages on the vehicle.
Failing to control a service animal (non-safety related).
Smoking or use of other prohibited or illicit substances.
Repeated no-shows or late-canceling rides.
Delaying vehicle departure.
Leaving the vehicle without permission (also known as elopement).
Listening to music without headphones.
Fare evasion (intentional non-payment of fare).
Eating or drinking on a vehicle (unless medically necessary).
Using profane language and/or disruptive behavior directed at a bus operator or other customers.

2. Major Offenses: These behaviors are those that infringe on the rights of other customers, or bus operators, and interfere with the safe operation of the vehicle. Examples include:

Use of profane and/or threatening language directed at staff, operator, or other customers.
Disruptive behavior (such as yelling, throwing items, banging on windows) impacting the operator, staff, or other customers.
Falsely booking or cancelling rides for another customer.
Attempting to operate a vehicle.
Intentionally damaging property or equipment.
Stealing.
Failure to follow direction of operator.
Disruptive behavior resulting from intoxication.
Other unsafe conduct (determined at Transit Link’s discretion).

3. Direct Threats: A direct threat is defined by federal regulations as posing a “significant risk to others.” This may include both safety and security issues and/or highly infectious diseases or conditions. U. S. Department of Justice regulations state detail that an individualized assessment must be made to determine the nature, duration, and severity of the risk; the probability that potential injury will actually occur and whether reasonable modifications of policies, practices, or procedures will mitigate the risk. Examples of direct threats include:

Assault or attempted assault.
Sexual exposure or unwanted advances.
Serious health-related conditions or conduct impacting public health (bed bugs, TB, spitting intentional discharge of bodily substance, etc.).

PICKUPS

Transit Link drivers will arrive within 30 minutes of the scheduled pickup time. For example, if the scheduled pickup time is 1 p.m., the vehicle will arrive between 1 p.m. and 1:30 p.m., and will be considered “on time” within that timeframe.
Passengers have 3 minutes to board the bus once it arrives. After that, the bus will depart, and the passenger will be considered a no-show. If a customer skipped the outgoing ride (a no-show), but still needs the return ride, the customer must call Transit Link to let staff know the return ride is still needed.
If the vehicle arrives more than one hour after the scheduled pickup time, the ride will be free.

TRANSFERS

Customers may transfer between Transit Link and other transit services within the metro area. Transit Link passengers will transfer to regular route transit at transit hubs and park-and-ride facilities with ample lighting, frequent regular route service, and shelter facilities, such as Brooklyn Center Transit Center, Cottage Grove Park and Ride, Foley Boulevard Park and Ride, Mall of America, Maplewood Mall, Ridgedale Mall, Rosedale Mall, and Sun Ray Shopping Center.

For example, a customer going from Shoreview to downtown Minneapolis may take Transit Link to a transit center, such as Rosedale, and ride the rest of the way on a regular route.

Map of all Service Areas and Transit Hubs (pdf).

NO STRANDED RIDER

If a customer who has scheduled a round-trip ride misses the return ride and still needs to get home, they will need to contact reservation staff immediately and request an alternative pickup time. Depending on the time of day, a customer may speak to a reservationist or dispatcher, who will schedule a time to get the customer home safely. Customers will be offered a ride as it fits into the current schedule. If the customer declines the ride offered, they will need to find their own way home. One-way trips are not eligible for a guaranteed ride home.

CHILDREN

One adult may bring up to four children on the bus. Children younger than 4 or weighing 40 pounds or less must be in a car seat. Adults are responsible for providing and properly securing the child’s car seat. Children age 10 and older are welcome on Transit Link unaccompanied by an adult, but an adult must schedule the ride.

PACKAGES

Customers may bring up to four grocery-sized bags and request driver assistance. Drivers are not allowed to provide any further assistance, both for their safety and the safety of the customer.

ANIMALS

Service animals, including therapy animals, are always welcome on Transit Link. The animal must be under the customer’s control throughout the trip, and while boarding and exiting. Drivers or other passengers may not control the animal at any time. Service animals may sit on the floor or in the customer’s lap. Service animals may not sit in a passenger seat. Customers may bring pets on Transit Link buses if there is space and the animal is properly caged.

BICYCLES

Bikes are welcome on all Transit Link buses. Customers are responsible for ensuring bikes are safely stowed.

ADA-CERTIFIED CUSTOMERS

Transit Link is public, dial-a-ride transit. It is NOT Metro Mobility. All Transit Link vehicles are equipped with lifts that meet or exceed the minimum ADA requirements, so ADA-certified customers may use Transit Link to connect to the Metro Mobility service area.

CUSTOMERS NEEDING ASSISTANCE

ADA-certified customers using Transit Link outside the Metro Mobility service area may request door-to-door assistance. Customers should request additional assistance when scheduling a trip.

Customers needing assistance with a mobility device or any other type of specialized assistance must bring a personal care attendant. ADA-certified passengers may bring one personal care attendant. One attendant is allowed for each ADA certified rider. When scheduling a ride, let the reservationist know if a care attendant will be riding with you.

ASSISTIVE DEVICE LIMITATIONS

Safety guidelines: Transit Link vehicles cannot accommodate devices with a combined weight of more than 800 pounds, including both the passenger and the device. Failure to follow these guidelines may result in a disciplinary suspension, a mandate to be accompanied by a personal care attendant (PCA), or loss of Transit Link service.

FEEDBACK & CONCERNS

Comment cards are available on all Transit Link buses. Comments about service may also be submitted via email to [email protected]. Staff will investigate and respond within five business days.

If you have a complaint about service, please contact the service provider at 651-602-5465. Customers can expect to receive a response within two business days.
If the service provider does not sufficiently resolve a concern, please call Transit Link at 651-602-LINK (5465) and press “9” to leave a message in the customer voicemail box, or email us at [email protected].