Open Door Paratransit Service

Open Door serves the needs of riders who, because of a disability, may require an alternative to IndyGo’s fixed route service. Open Door riders must meet the criteria established by the U.S. Department of Transportation under the American with Disabilities Act (ADA) of 1990.

• Riders must apply to the program and become certified.
• $3.50 per ride (only personal care attendants are transported for free)
• Riders can pay with a Flexible Service Single Ride Pass or exact fare on the bus
• Advance pass purchases can be made online, by phone or mail via the IndyGo retail store
• Operates throughout all of Marion County
• Eligible riders must call and make a reservation to use this service
• Weekday Hours of Operation: 4:30 a.m. first pickup time, 11:30 p.m. last pickup time
• Saturday Hours of Operation: 6:15 a.m. first pickup time, 11:15 p.m. last pickup time
• Sunday and Holiday Hours of Operation: 7 a.m. first pickup time, 9 p.m. last pickup time   
• Use of IndyGo's fixed route service is free to Open Door passengers (must show valid ID card)
• Open Door vehicles are equipped with passenger lifts that meet ADA specifications
• Animals are allowed on the bus if they are in a carrier or functioning as a certified service animal
• Personal folding carts allowed on bus, parcels should be limited to what a passenger can control

Service That's Above and Beyond

The ADA requires public entities operating fixed route transportation systems to provide comparable paratransit services to people with disabilities.

Paratransit buses must operate in all suburban areas that are within three quarters of a mile from a fixed route. In December 1992, however, IndyGo's board of directors implemented a policy to provide better service beyond the three-quarter-mile limit as a way to serve all of Marion County, even though IndyGo fixed route service does not operate throughout the entire county.

Pickup and Drop-Off Procedures

• When you reserve a ride with Open Door, the vehicle may arrive up to 5 minutes before and up to 25 minutes after your scheduled pickup time.
• Riders are expected to board the vehicle within 5 minutes of arrival time. After the 5-minute wait, if a rider is not on the vehicle, the driver is required to list the rider as a no show and leave.
• Passengers may refuse a ride without penalty if the vehicle arrives outside of the scheduled 30-minute window.  

Passenger and Operator Responsibilities

Open Door operates under a list of expectations designed to deliver quality customer service. These policies also ensure the safety and comfort for all riders as well as the professional coach operator.

Riders have the responsibility to:

• Read all sections of the Rider Guidelines carefully. 
• Make reservations up to 3 days in advance.
• Be at pickup locations on time.
• Provide entry if the pickup address is located inside a gated community.
• Call to inquire if the vehicle has not arrived by the end of the 30-minute window.
• Pay the correct fare in cash or tickets as drivers do not carry change.
• Wear seatbelts.
• Avoid distracting the driver.
• Expect "shared-ride" service, which allows others to be picked up and dropped off before you reach your destination.
• Control behavior and location of any accompanying service animals.

Riders can also access the Open Door Rider Guidelines through IRIS, an around-the-clock communications link for the print-impaired.

 Drivers have the responsibility to:

• Treat riders with courtesy.
• Be in uniform with a visible ID badge.
• Stay within the "line-of-sight" of their vehicle.
• Maintain the assigned service schedule for the convenience of all riders.
• Assist all riders when entering and leaving the vehicle.
• Provide safe transportation.
• Notify dispatch if a passenger is on board for more than 61 minutes.
• Stop at all railroad crossings.

Drivers are NOT permitted to:

• Enter private residences.
• Perform any personal-care assistance for passengers.
• Lift or carry passengers.
• Carry riders or wheelchairs up or down stairs.
• Go into a purse or wallet for fare.
• Change the destination of a reserved ride.
• Transport passengers who have not reserved a ride.
• Accept tips or gratuities.
• Use a cell phone while operating the vehicle.

Rider Tips

In order for IndyGo to provide this safe, courteous and reliable transportation alternative, please be mindful of the following:

• Be ready and waiting to board the vehicle at the start of your pickup window.
• When scheduling medical appointments, give yourself a 5- to 10-minute buffer before your actual appointment to help ensure an on-time arrival.
• Make sure your address is clearly visible from the street, especially at night.
• If you are being picked up at a mall or a large building, IndyGo uses designated entrances.  The reservationist can inform you which entrance Open Door will use for your pick-up/drop-off.
• Let the reservationist know your mobility status. If you usually travel with a wheelchair. Let the reservationist know you will be an ambulatory rider.
• Carry necessary medication with you should your bus trip take longer than expected.
• Drivers do not carry change so please make sure you have exact fare or a Flexible Service Single Ride Pass.