CARTA OnDemand CARTA partners with Uber and UZURV to provide on-demand service to Seniors 55+ and TelARide customers on the peninsula Find more info here

CARTA OnDemand

A pilot program serving seniors 55+ and Tel-A-Ride customers on the Peninsula.

Plan Your Trip

CARTA OnDemand is an all-new pilot program in partnership with Uber and UZURV that will serve seniors and Tel-A-Ride paratransit customers on the Peninsula. The enhanced level of service offered through CARTA OnDemand will make traveling easier for those who most need assistance and includes direct, on-demand access to necessities such as doctor appointments, the pharmacy and grocery store.

About CARTA OnDemand

  • CARTA OnDemand will connect riders going to or from the Medical District, Monday through Friday from 9 a.m.-5 p.m.
  • Trips with both UZURV and Uber cost $4 each way.
  • Rides can be scheduled with as little as one-hour notice.
  • CARTA OnDemand is offered in addition to the existing Tel-A-Ride services.
  • Riders requiring wheelchair accessibility are required to use UZURV.

OnDemand Service Area (Click map to enlarge)



Who Can Ride?

  • Seniors: All seniors 55+ can register for CARTA OnDemand

OnDemand Application

  • Tel-A-Ride Customers: All CARTA Tel-A-Ride customer are eligible to use the service in the Peninsula.
  • If you need to apply for Tel-A-Ride:

Tel-A-Ride Application



Need to Know

  • Cost: $4 flat rate per trip, each direction.
  • No Cash: Cash is not accepted for this service; a debit or credit card is required.
  • Ride Hailing: Customers without smart phones can request a ride by calling the CARTA OnDemand call center powered by UZURV at (843)-592-3505. These trips will be scheduled with UZURV.
  • Uber or UZURV: Seniors and Tel-A-Ride customers are able to use either Uber and/or UZURV.  All Uber trips require a voucher to participate.
  • Wheelchair Access: Riders requiring wheelchair accessibility must use UZURV.
  • Monthly Riders: Seniors 55+ are allowed 20 trips per month to the Medical District and 10 trips to Publix. Tel-A-Ride customers have unlimited CARTA OnDemand access.
  • *Note – All questions or inquires about this program must be made to CARTA at (843) 529-6284 or CARTA customer service at (843) 724-7420 or email us at publiccomment@bcdcog.com
  • Current CARTA Tel-A-Ride powered by Transdev operators and reservationist will not be able to answer questions regarding the program or schedule trips. 

OnDemand Service Area (Click map to enlarge)

 

Get Started!

Seniors 55+
  • Complete an application (above, under “Who Can Ride?) to register for the program.
  • Once approved, you will receive a confirmation email with voucher information and details on how to schedule your trip.
  • Select a service provider (Uber or UZURV) and follow the appropriate steps listed below.
  • If you don’t have access to (or are unable to use) a smartphone, call the CARTA OnDemand call center powered by UZURV at (843)-592-3505 to schedule a ride.
  • Seniors 55+ are allowed 20 trips per month to the Medical District and 10 trips to Publix.
To use Uber:
  • Sign into your existing Uber account.
  • If you don’t have an Uber account, go to www.uber.com to download and create an Uber account.
  • In the sign up and confirmation process, CARTA will send you an Uber Voucher via email, click “Accept voucher.”
  • After accepting the voucher, you will be able to enter a destination.
  • If the trip is covered by the voucher, the discount will appear above the “confirm” button.
  • Click here for more information on using Uber.
To use UZURV:
  • If wheelchair accessibility is required, you must use UZURV.
  • If you don’t have a smartphone, you will need to use UZURV for your transportation choice.
  • Once approved you will receive a confirmation email.  If you have a question about your eligibility call (843) 529-6284 or send inquires to publiccomment@bcdcog.com.
  • Call the CARTA OnDemand call center powered by UZURV at (843) 592-3505 to schedule and pay for your trip. Please have your pickup/drop-off addresses and departure times on hand.
  • Once you’re scheduled, you will receive a confirmation email and/or text from UZURV.
  • Have your ID ready to show the driver.


Paratransit: CARTA Tel-A-Ride Customers

  • You must be a current CARTA Tel-A-Ride customer.
  • If not, download and complete an application for paratransit service (processing can take up to 21 days).
  • If you are a current CARTA Tel-A-Ride customer, select a service provider (Uber or UZURV) and follow the steps listed below.
  • All Uber trips require a voucher.  To request your voucher call (843) 529-6284 or email us at publiccomment@bcdcog.com.
  • If you don’t have access to (or are unable to use) a smartphone, call the CARTA OnDemand call center powered by UZURV at (843) 592-3505 to schedule a ride.
  • CARTA Tel-A-Ride customers are allowed unlimited trips per month.
To use UZURV:
  • Note– If you do not have access to a smartphone, you must use UZURV to access CARTA OnDemand.
  • Must be a current CARTA Tel-A-Ride customer.
  • Contact CARTA at (843) 529-6284 or email us at publiccomment@bcdcog.com to confirm your eligibility before 1st use of the program.
  • Call the CARTA OnDemand call center powered by UZURV at (843) 592-3505 to schedule and pay for your trip. Please have your pickup/drop-off addresses and departure times on hand.
  • Once you’re scheduled, you will receive a confirmation email and/or text from UZURV.
On the day of your trip, you can expect:
  • A text message from UZURV when your driver is on the way and when they have arrived.
  • Door to door assistance to/from the vehicle to your destination.
When scheduling please keep in mind drivers have a 15-minute arrival window.  This means they may arrive 15 minutes before or after the pick-up time. To use Uber:
  • Sign into your existing Uber account.
  • If you don’t have an Uber account, go to www.uber.com to download and create an Uber account.
  • All Uber rides require a voucher to participate.  Call (843) 529-6284 or email us at publiccomment@bcdcog.com to request your voucher. 
  • CARTA will be send a welcome email to eligible customers and an Uber Voucher will also be sent in the process.
  • You will be prompted to “Accept voucher”.
  • After accepting the voucher, you will be able to enter a destination. If the trip is covered by the voucher, the discount will appear above the “confirm” button.

More information on using Uber

Additional Uber resources



FAQs

What is CARTA OnDemand?

CARTA OnDemand is an all-new pilot program in partnership with Uber and UZURV that will serve seniors and Tel-A-Ride paratransit customers on the Peninsula. The enhanced level of service offered through CARTA OnDemand will make traveling easier for those who most need assistance and includes direct, on-demand access to necessities such as doctor appointments, the pharmacy and grocery store.
  • CARTA OnDemand will connect riders going to or from the Medical District, Monday through Friday from 9 a.m.-5 p.m.
  • Trips with both UZURV and Uber cost $4 each way.
  • Rides can be scheduled with as little as one-hour notice.
  • CARTA OnDemand is offered in addition to the existing Tel-A-Ride services.
  • Riders requiring wheelchair accessibility are required to use UZURV.
*Note – All questions or inquires about this program must be made to CARTA at publiccomment@bcdcog.com , to CARTA at 843-529-6284 or CARTA customer service at 843-724-7420.  CARTA Tel-A-Ride powered by Transdev operators and reservationist will not be able to answer questions regarding the program or schedule trips. 

What is the safest way to wait for my ride?

  • Always stand in the designated Uber/UZURV pickup location just prior to the scheduled pickup time.
  • Avoid spending any time standing outside the designated pickup area.
  • Observe your surroundings and be cautious at all times.
    • Never get into a car with someone who claims to be an Uber/UZURV driver without asking to see identification or asking the driver to verify your name and destination.
    • Use your smartphone flashlight (if needed) to confirm the license plate number and to clearly identify the driver.

What is the service area?

Trips must occur entirely within the Peninsula service area and end or begin at the Medical District. The Medical District area includes the nearby Publix, which has a pharmacy. The service area is shown in this map in tan and the Medical District in blue.

What is Uber and UZURV?

  • Uber is an on-demand platform that allows contracted drivers to be matched with individuals requesting a ride. Service is generally accessed via mobile app. The platform provides convenience by allowing users to request an immediate ride and ease of use.
  • UZURV works with transit authorities and healthcare organizations across the country to provide the highest quality on-demand, door-to-door adaptive transportation for community ADA mobility programs and efficient non-emergency medical transportation.

I signed up since I’m a senior. Now what?

For senior customers, please allow one to two business weeks for registration to take place. Once approved and you are in the system, you will receive a welcome email with a voucher for any Uber trips you’d take or you’ll be in the system and eligible for UZURV trips.

What about COVID-19?

Drivers for both UZURV and Uber are required to wear masks and disinfect vehicles after trips. Passengers are also required to wear a mask when riding. Customers are encouraged to wash their hands before and after the trips, sit in the back of the vehicles and open a window to improve ventilation.

What are the cancel and no-show policies?

Sanctions are in place and would be used for repeat offenders, ranging from warnings to suspensions. Please be present for any rides that are requested. Additionally, charges may occur for no-show customers that will not be covered by the subsidy.

What do I do if the Uber voucher does not work?

If the voucher codes do not work, customers should retrace the instructions provided by Uber to ensure that the voucher codes have been applied. They also should check that the trip meets CARTA OnDemand program eligibility requirements, which include approval and operating within the service zone.  Customers can also email questions to publiccomment@bcdcog.com.

What if I do not have a credit or debit card?

You will need a credit card or debit card to utilize either Uber or UZURV.

What if I do not have a smartphone or cannot download the app?

If you do not have access to a smartphone, rides will be provided by UZURV. For ride requests, contact the CARTA call center powered by UZURV seven days a week between 9 a.m. and 5 p.m. at (843) 592-3505.

Who is eligible to ride?

All current Tel-A-Ride customers, regardless of age, qualify for this pilot program. Additionally, all customers 55 or over qualify, as well. If you are under 55 and not on the CARTA Tel-A-Ride registry, you are not eligible for CARTA OnDemand.  One portion of each trip must either start or end in the Medical District on Peninsula or at the nearby Publix. Customers must be traveling to or from these designated areas for the trip to be counted in the program.

How much does CARTA OnDemand cost?

Trips with both UZURV and Uber cost $4 each way. This is a subsidized program, meaning a portion of the cost will be paid for by CARTA. Under this program, CARTA will pay the difference of the trip (beyond the $4 paid by the customer) up to $21. When scheduling a trip, the provider will inform customers whether the trip is an eligible trip for the program or not.

How do I report non-emergency safety and security concerns?

Contact the CARTA customer service at (843) 724-7420. Our team is available Mon-Fri (7am-9pm) and Sat-Sun (8am-8pm).

What should I do if I feel threatened or unsafe?

If you see something, say something. Pay attention to approaching vehicles. Call 911 immediately if something does not seem right. Trust your instincts. Stay on the phone with the 911 operator until told to hang up.

Can I request a ride in advance?

Yes, you may request up to 30 days in advance for UZURV or Uber.

Do I need to tip my driver? Or is that included within the subsidy?

Tips are not included in the subsidy and will be a choice for the customer.

Will I owe more during peak times when Uber and UZURV often charge more?

The cost per ride will always be $4 each way for the customer, regardless of using Uber or UZURV.

I have someone that assists me. Can they ride?

Personal care attendants (PCA) can be approved as part of the Tel-A-Ride application. If approved, PCAs would be part of the ride request through UZURV. If using Uber, be sure to stipulate the additional person count for the trip. PCAs are not charged.

Will the UZURV and Uber both be wheelchair accessible?

No.  Only rides requested through UZURV are wheelchair accessible. Those requests must be made at the time of the reservation.

How will I know the ride is on the way? Can I track it?

For Uber, you can track your ride on the app. For UZURV, the CARTA OnDemand call center powered by UZURV will provide updates upon request.

How do I sign up?

For Tel-A-Ride customers, ensure that your trips would be within the Peninsula and to or from the Medical District and that you are currently approved, however if you plan to use Uber you will need to request a Voucher by calling (843) 529-6284.   Questions regarding eligibility should be sent to publiccomment@bcdcog.com . For customers 55 and over, please complete an application.

How many times can I use this service?

Non-Tel-A-Ride senior customers have up to 20 trips monthly to and from the Medical District and 10 trips monthly to and from the Publix. There are no trip limits for customers that are on the registry for CARTA’S Tel-A-Ride.

How can I book a ride?

Customers can use their smartphones, telephone, or computer to book a subsidized trip. Passengers without smartphones or a computer will need to use UZURV and can book trips through the CARTA OnDemand call center at (843) 592-3505. Payment must be made in advance of the trip.
  • If using Uber app: Customers can use the Uber app on their smartphone.
  • If using UZURV: Customers can access the multilingual UZURV call center at (843) 592-3505 to request rides and receive support on existing requests. The Call Center will collect rider fees in advance of the trip.  Reservations can be placed Monday through Friday from 9AM through 5PM.

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