Paratransit Policies

You can download our full Bus Plus policies:

• Paratransit/Bus Plus Policies – English
• Paratransit/Bus Plus Policies – Spanish
• Paratransit/Bus Plus Policies – Arabic
• Paratransit/Bus Plus Policies – Vietnamese

Bus Plus Rules & Procedures

Driver Assistance

We can help you during your trip. Here is what you can expect:

• We help you from the first door of your home or building to the vehicle, and back.
• We do not help with personal tasks like putting on a coat or locking a door.
• We help on up to two steps only. Help with steps depends on safety and the driver’s ability.
• Please bring only what you can carry in one trip.
• Bags must not block the aisle.
• Bags should weigh 15 pounds or less.
• If someone is with you, they should help you instead of the driver.

Cancellation & No Show Policy

If your plans change, please call 515-283-8136.

• Cancel at least 1 hour before your pickup time.
• Repeated missed trips may lead to a penalty.

What Is a No Show?

A No Show happens when:

• The vehicle arrives during your pickup window, and
• You do not take the trip.

If you miss your first trip, your return trip stays scheduled. You must call us to cancel it.

What Is a Late Cancel?

A Late Cancel happens when:

• You cancel less than 1 hour before pickup.
• Late Cancels count the same as No Shows.

When Penalties May Happen

We review missed trips each month. If you miss too many trips, your service may be suspended.

Trips Per Month — Max Missed Trips

• 1–14 trips → 3 missed trips
• 15–29 trips → 6 missed trips
• 30–39 trips → 8 missed trips
• 40–50 trips → 10 missed trips
• 51+ trips → 12 missed trips

We do not count missed trips if:

• The delay was not your fault
• The vehicle arrived late.

You may contest any missed trip.

• Call 515-283-8100 to request a review.
• We will respond within 2 business days.

Visitor Eligibility

If you are visiting Central Iowa and have a disability:

• You may use Bus Plus if another transit system approved you. You may ride for up to 21 days per year.

If you are not certified but say you qualify:

• We may give you up to 21 days of service.

Appeal a Denial

If we deny your application, you may appeal

Step 1: Write Your Appeal

• Send a written appeal within 60 days.
• Mail it to:
  • Attn: Chief Operating & Planning Officer
    DART
    620 Cherry Street
    Des Moines, IA 50309

Step 2: We Review

• We will schedule a hearing within 5 days.
• You may attend and explain your case.
• A committee will review the decision.

Step 3: You Are Informed of the Decision

• We will mail a written decision within 5 days after the hearing.
• The letter will explain the decision.

If the process takes longer than 30 days, you may ride Bus Plus until we decide.
If your condition changes, you may reapply.

Reasonable Modifications

We follow the Americans with Disabilities Act (ADA).
If you need a change to a rule because of your disability:

• Fill out the online form
• Or download and email the PDF form.

Winter Weather

When DART bus routes run, Bus Plus runs too.
However:

• Side streets may not be cleared.
• Your walkway must be cleared of snow and ice.
• Drivers cannot walk through unsafe areas.
• If we cannot reach you safely, we will notify you.

Fare Payment

You must pay the exact fare for each trip.
If you do not pay:

• You may not be allowed to board.
• Repeated unpaid fares may lead to suspension.

Rider Code of Conduct

When you ride Bus Plus, you agree to follow our Rules of Conduct.
These rules help keep service:

• Safe
• Respectful
• Comfortable

Read the full Rider Code of Conduct.

Learn More

DART Paratransit Service Overview
How to Book a Paratransit Trip
How to Apply for Paratransit