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Pick-up Window

When you book a DATS trip, the Customer Care Agent will give you a scheduled 30 minute pick-up window. Please allow 90 minutes to get to your destination. On-time service and customer ride time is greatly affected by DATS having to wait for clients to be ready when they arrive. Your cooperation on being ready at the start of your pick-up window will improve your service quality in the long run as well as the service quality for your fellow travellers.

NOTE: Operators are not required to ring buzzers / doorbells or search a building or other areas for passengers not present at the outside door during the scheduled pick-up window.  You need to be at the exterior set of accessible doors at the beginning of your pick-up window (i.e. the door closest to the street).

Interactive Voice Response (IVR) and Web Services

DATS offers a ‘call ahead’ function (IVR – interactive voice response). IVR is an automated telephone system that gives clients an advance call to let them know their ride is on the way. IVR helps to reduce wait times and uncertainty for clients. As well, DATS has a night before IVR call-out that reminds clients of their upcoming reservation trips the night before with the option to cancel trips over the phone.

In addition, DATS offers online self-serve options including: trip booking, cancelling trips, viewing trips, etc.

Cancelling a Trip

There is high demand for DATS service. Your cooperation in phoning DATS promptly if you must cancel your trip will help us to provide better service for all passengers. Your cancellation saves making an unnecessary trip and may allow another client to use the trip. Remember to call the DATS Customer Care Centre to place a Temporary Cancel on your subscription trips when you are not planning to use DATS. DATS Cancellations: 780-496-4567 (option 1)

Trips cancelled less than 2 hours before the scheduled pick-up time are recorded as a no-show. Please note that frequent cancellations may affect client trip booking privileges.

No-Shows

A client is considered to be a "no-show" when:

  • the operator arrives at the scheduled time and pick-up location and no one is there, or
  • the client cancels at the door, or
  • the client cancels less than 2 hours before the trip (clients are required to give at least 2 hours cancellation notice). 

No-shows are recorded in the client's file at the DATS office. Frequent no-shows will be reviewed and may lead to a suspension of service. The vehicle will wait a maximum of five minutes upon arrival within your scheduled pick-up time frame.  If you are not ready during this five-minute period, your trip is considered a no-show. For information on DATS policies, contact 780-496-4567 (option 4).

Service Standards

Assignment of Vehicles

Vehicles (lift vans, passenger vans, mini vans, accessible mini-vans and taxis) are assigned to provide DATS service in the most cost-effective vehicle that meets your particular travel requirements. We are unable to accommodate specific vehicle type requests or seating location requests.

Travel Time on Vehicles

DATS tries to minimize travel time, but you may be required to spend up to a maximum of 90 minutes on the vehicle during any one-way trip.

Travel Distance

Trip booking requests for short travel distances may not be accommodated unless there is construction that interferes with pedestrian movement, no sidewalk in the area, or physical barriers that prevent pedestrian movement.

Trip Adjustments

During your trip on DATS, you may decide that you would like to be dropped off at your destination early or want to change your destination.  Advise your DATS operator of your request. Operators may be able to accommodate these requests under certain conditions. DATS service standards must be maintained and other clients must not be negatively affected. If you are ready early, call DATS Customer Care Centre by calling 780-496-4567 (option 2).

Clients will not be able to change their trip if they have certain cautions on their file, or if the building at their destination is locked. 

DATS Operator Assistance

DATS operators DO:

  • Operate power lifts and ramps on their vehicle and secure wheelchairs and scooters in wheelchair restraint devices to the floor of the DATS vehicle.
  • Assist clients with lap/shoulder straps and belts.
  • Assist clients on and off vehicles.
  • Assist clients between the vehicle and the inside of the first exterior set of accessible doors at the place of origin and/or destination.  An accessible door is an outside door with no more than one step.

DATS operators DO NOT:

  • Assist clients in climbing more than one step. 
  • Make any repairs or adjustments to your equipment.
  • Help with parcels or baggage, so limit your possessions to those you can carry or travel with an attendant who can assist you.
  • Enter your premises under any circumstances.
  • Take your equipment down the steps and then go back up for you.  All equipment must be at ground level when the operator arrives.

Passenger Safety on DATS

DATS is dedicated to the safety of every passenger on every trip. All passengers on DATS are required to use the appropriate securement system or transfer to a vehicle seat for the safest trip possible.

Correct use of a securement safety system (mobility aids) and seat belt assemblies (passenger) is mandatory and a condition of use while travelling on DATS. All DATS clients are required to wear a seatbelt/shoulder strap, unless they have a medical exemption stating that they are unable to due to health reasons.  If you are unable to wear a seat belt/shoulder strap, we must have a medical exemption for you on file.

Medical Seatbelt Exemption

If for medical reasons you are not able to use the recommended restraint system while travelling on DATS, we require a written exemption (signed by a qualified health care practitioner familiar with your case) on your file. The Province of Alberta has specific requirements which DATS must follow regarding seatbelt exemptions for medical reasons – letters must be updated annually.

For More Information

DATS Client Services Centre

Telephone 780-496-4567
Fax 780-496-1008
Email dats@edmonton.ca

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