GRTC Transit System’s CARE and CARE Plus services provide origin-to-destination service under the guidelines of the Americans with Disabilities Act (ADA) for the citizens of the Richmond Region. CARE and CARE Plus provide public transportation access to individuals with disabilities who may not be reasonably able to use GRTC fixed route bus service.
According to the ADA, "origin-to-destination" service means providing service from a passenger's origin to the passenger's destination. GRTC primarily provides curb-to-curb mode of service. However, GRTC also provides assistance to those passengers who need assistance beyond the curb in order to use the service unless such assistance would result in a fundamental alteration or direct threat.
There are 80 cutaway vans and 8 sedans in the fleet.
GRTC contracts with First Transit, Inc. to operate paratransit services using GRTC vans (look for the silver van with a GRTC logo). Additionally, VanGo is a subcontractor of First Transit also providing paratransit services using VanGo vehicles (look for the white vehicle with a VanGo logo).
COMING SUMMER 2019: ADA CARE ID and tap validators
The ADA requires an eligibility process for the ADA Paratransit service. To apply for eligibility, please see contact information for ADARide below:
Phone: (877) 232-7433 | Phone TTY: (310) 410-0985 | Fax: (310) 410-0239
(Mon-Fri. 11:00am - 7:00pm ET)
Mail: ADARide, 19300 S. Hamilton Ave, Suite #120, Gardena, CA 90248
For assistance with eligibility at GRTC or ID cards, please contact GRTC's Eligibility Coordinator at:
Phone: (804) 358-3871 ext. 434
Mail: Eligibility Coordinator, GRTC Transit System, 301 East Belt Boulevard, Richmond, VA 23224
Riders 80 years old or older can apply for an ADA Paratransit photo ID card. To apply, please contact GRTC’s Eligibility Coordinator at (804) 358-3871 ext. 434 or download and complete the application form (PDF).
All CARE trips are identified as either CARE or CARE Plus service. CARE and CARE Plus services are available in the City of Richmond, Henrico County, and portions of Chesterfield County.
|Service Type||Operating Hours (7 days a week)|
|CARE:||5:00 am - 1:00 am* (City of Richmond residents)
6:00 am - 8:00 pm (City of Richmond residents) if traveling in Henrico County
|6:00 am - 11:00 pm* (Henrico County residents)|
|*(Hours may vary depending on fixed route bus service at the desired time of travel. Additionally, one fixed route does operate until 4:00 am on weekdays.)|
CARE trips are required by the Americans with Disabilities Act (ADA). This service operates within GRTC’s fixed route coverage area and including 3/4 of a mile beyond GRTC’s fixed route bus lines.
6:00 am - 8:00 pm (City of Richmond residents)
6:00 am - 11:00 pm (Henrico County residents)
CARE Plus service is not required by the Americans with Disabilities Act (ADA). A trip will be designated as a CARE Plus trip if the origin or destination location is more than 3/4 of a mile from GRTC’s fixed route bus line, or if travel is desired to a destination in Henrico County on a day or time when GRTC’s fixed route buses are not running in Henrico County.
|Service Type||Cost per one-way trip|
|CARE:||$3.00 (City of Richmond & Henrico County residents)|
|CARE Plus:||$6.00 (City of Richmond residents)|
|$3.00 (Henrico County residents)|
Coming Summer 2019! All CARE customers will receive new smart ADA CARE IDs in the mail. Paper tickets will gradually be replaced by new CARE fare media and an online tool to load value on your ADA CARE ID. You can preview now How To Use Your ADA CARE ID on the vehicle (PDF).
Pre-purchased tickets are the only accepted form of payment on CARE vans. Tickets are sold in books of six (6) and ten (10). A ticket book of 6 costs $18.00. A ticket book of 10 costs $30.00.
Tickets may be purchased from select GRTC ticket outlets or by mail. CARE ticket books cannot be purchased at GRTC Headquarters. To order by mail, send a check or money order, including on the memo line the ticket book quantity, attn: Eligibility Coordinator, GRTC, 301 E Belt Boulevard, Richmond, VA 23224. Call (804) 358-GRTC for more information and ticket outlet locations.
Cash cannot be accepted on CARE vans.
Every CARE customer must present a ticket to ride the service. A ticket must be provided for each ride for each rider, including children. Only one child, under the age of 5 and the personal care assistant (PCA) may be permitted to ride for free, with a paying CARE customer. Anyone who does not present a ticket will not be transported.
The CARE ID card enables a passenger to ride most GRTC local routes for free. The rider must present a valid CARE ID card when boarding the bus. Free fare is not available on express routes. The entire fleet of GRTC vehicles is equipped with wheelchair lifts, and each operator is properly trained and prepared to provide immediate assistance to individuals with disabilities and seniors who require it. For more information about where or when to catch a bus, please call our GRTC Customer Service Center at (804) 358 -GRTC (4782).
Learn how to ride GRTC fixed route for FREE through our Travel Training Program! CLICK HERE to learn more.
Effective October 1, 2014: Acceptable Medicare Cards
There are many ways to schedule a reservation - online, via app, by phone, voicemail, email, or fax:
Phone: (804) 782-CARE (2273)
Voicemail: Call (804) 782-CARE (2273) then, when prompted, press “3” to leave a voicemail.
Be sure to provide the customer’s first & last name and a callback phone number along with the reservation request. A CARE representative will call back to confirm.
A CARE representative will confirm via email once the reservation is processed.
Fax: (804) 474-9993
A CARE representative will confirm via return fax or phone call once the reservation is processed.
Please Note: When using the voicemail, email, or fax options, a CARE representative will confirm reservation requests on the same day if the reservation is for next day service. If the reservation is for 2 or more days in advance, confirmation will be sent within 24 hours.
Call Center Hours of Operation:
7:00 AM – 5:00 PM Monday – Friday
8:00 AM – 4:30 PM Saturday and Sunday.
Please provide the following information when making a reservation:
Effective July 1, 2014: The revised No-Show / Late Cancellation Policy will go into effect for all CARE customers. Click here to view the policy or you may contact the CARE Customer Service Center at (804) 782-CARE (2273) to request a copy by mail.
To request a replacement CARE card, please download and complete the Replacement Card Request Form below.
Effective December 1, 2014: Replacement CARE Cards
On the following holidays, there is a service change. For the regular, fixed route GRTC service, GRTC will operate a holiday schedule and CARE will run a reduced schedule. For the CARE service this means ALL standing reservations are canceled, and customers will have to book their trips for that day. To book that trip you will need to call the reservation line at 804-782-2273 within seven (7) days prior to traveling, and follow the prompts. You can also fax or email your requests. There are seven (7) days that are considered holidays, for service, and they are:
1. New Year’s Day - (CARE Customer Service also CLOSED this holiday)
2. Martin Luther King, Jr. Holiday (Monday)
3. Memorial Day (Monday)
4. 4th of July
5. Labor Day (Monday)
6. Thanksgiving (Thursday)
7. Christmas - (CARE Customer Service also CLOSED this holiday)
CARE personnel are available to assist customers with providing information about the service and resolving problems. Questions, suggestions, and complaints should be registered by phone or in a letter to CARE. Phone inquiries can be made by calling (804) 782-CARE (2273). Letters may be sent to:
ATTN: Customer Service
301 East Belt Blvd.
Richmond, Virginia 23224
CAC provides a customer based communication link between GRTC and individuals with disabilities who use CARE, on matters related to CARE service. To learn more about CAC, CLICK HERE.