Dial A Ride
Dial A Ride

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Dial-A-Ride FAQs

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Dial-A-Ride Transportation
operated by Northwest Valley Dial-A-Ride
602.266.8723
Customer Service Contact Info

Title VI Notification to Public 


What are your hours of
operation?

How do I book a trip?

What areas do you cover?

What if I use a wheelchair? Can I ride?

How much does it cost to ride Dial-A-Ride?

If I change my mind and decide not to ride on a particular day, what should I do?

How do I sign up for this service?

Why do I need to apply for ADA service if I already use Dial-A-Ride?

I have a question, comment or concern. Who do I contact?
Can I bring my service animal?

What are your hours of operation?

Dial-A-Ride services are available Monday - Friday from 7 a.m. to 5 p.m. The reservation line is open Monday - Friday from 6am - 7:30pm. (not including Federal and State holidays)

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What areas do you cover?

Residents of the City of Surprise may travel anywhere within the City and to the surrounding communities of Sun City, Sun City West, El Mirage, Youngtown, the Valley Metro transfer point at 111th Avenue and Grand, and to the medical facilities near Boswell Hospital. The trips traveling to areas outside of Surprise are for medical and work related purposes, only. Click here to view the service area map.

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How much does it cost to ride Dial-A-Ride?

$1.00 – each way per person within the Surprise city limits
$1.25 – each way per person outside the city limits
$1.25 – to the Valley Metro bus stop at 111th Avenue and Grand

WE ONLY ACCEPT CORRECT CHANGE!  OUR DRIVERS CANNOT MAKE CHANGE.

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How do I sign up for this service?

Simply call the dispatch line at 602.266.8723 during reservation hours. The reservation hours are from 6:00 am to 7:30 pm on Monday - Friday.  One of the trained staff members will answer your call in the order in which it was received and will be glad to assist you.   

NOTE: Only certified ADA, seniors and others with disabilities can schedule advance reservations (1-14 days prior to trip). Short notice booking (within 24 hours of trip) is available to all other customers based on trip availability.      

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How do I book a trip?

Simply call the dispatch line at 602.266.8723 during reservation hours. The reservation hours are from 6:00 am to 7:30 pm on Monday - Friday.  One of the trained staff members will answer your call in the order in which it was received.   

NOTE: Only certified ADA, seniors and others with disabilities can schedule advance reservations (1-14 days prior to trip). Short notice booking (within 24 hours of trip) is available to all other customers based on trip availability.

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What if I use a wheelchair?  Can I ride?

Certainly you may ride!  Our vehicles are wheelchair accessible and our drivers are carefully trained in wheelchair securement procedures to ensure a safe trip.

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If I change my mind and decide not to ride on a particular day, what should I do?  

Failing to call and cancel a trip costs the City thousands of dollars each year and it inconveniences other passengers.  We ask that cancellations are made at least two hours in advance or sooner. Incidents involving passengers who fail to cancel or are not present at a scheduled pickup time are called No Shows.  Dial-A-Ride has a link on the Transit website that outlines the No Show policy.

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Why do I need to apply for ADA service if I already use Dial-A-Ride?

You do not need to apply for ADA service to use Dial-A-Ride. If you currently use Dial-A-Ride; you can continue to do so regardless of your ADA status.  However, as the City of Surprise continues to grow, so does our Dial-A-Ride service.  Under the Americans with Disabilities Act of 1990, ADA-certified residents receive a higher priority when booking trips.  In the future, they will also have the capability of traveling within the Valley Metro Paratransit system seamlessly, paying just one fare.

The City of Surprise is entitled to Federal grant money, when service is provided to an ADA certified patron.  These funds help in keeping the Dial-A-Ride fare at a lower rate.

       To apply for ADA certification, please contact the Valley Metro ADA Certification Office at (602) 716-2100, TTY (602) 534-3159, or download the ADA Application at: http://www.valleymetro.org/images/uploads/adaApp.pdf.

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Can I Bring My Service Animal?

Persons with disabilities who use service animals are allowed to board with their service animal. Operators may ask any passenger if their animal is a service animal and /or if the animal assists them with their disability, but may NOT require certification or identification for service animals. Passengers using service animals must keep their animals under control, and the animal must not pose a threat to other passengers. Failure to do so may result in the passenger being requested to exit the vehicle. Small dogs, cats and birds must be allowed if they are identified as a service animal and the passenger states the animal assists them with their disability. Pets are allowed on vehicles if they are properly contained in a secure and locked carrier.

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