Complementary ADA Paratransit

• Smoking, eating, or drinking is not permitted on any service vehicle unless required for a medical condition.
• Only personal assistance animals are permitted on service vehicles.
• Loud or abusive behavior or language, including profanity/racial or vulgar comments, is not allowed. Behavior issues can lead to suspension.
• Passengers may only bring carry-on items that will fit comfortably on their lap and will not protrude into the next seat.
• Drivers are restricted from entering any home or facility.
• We reserve the right to restrict certain items on service vehicles.
• Drivers are required to transport customers to the pre-scheduled destination indicated on the driver's manifest. Drivers are not allowed to make any destination changes.
• Riding in our vehicles under the influence of alcohol or illegal drugs is prohibited.
• Audio/music players are not permitted to be played aloud while on any vehicle.
• We are not responsible for personal items left on the bus. Passengers may call the Township at 281-210-3800 to inquire about any personal items they believe they may have left on a vehicle. If recovered, we will hold personal items for sixty (60) days prior to disposal.

ADA Paratransit Policies - Alternative Format Policy
All ADA information for the Township can be provided to you in an alternative format upon request. The Township is obligated under Title VI of the Civil Rights Act of 1964 for ensuring individuals with limited English proficiency (LEP) can access their programs and activities.

Reasonable Modification Policy
The Township shall make reasonable modifications in policies, practices, or procedures when the modifications are necessary to avoid discrimination on the basis of disability and ensure equal access to programs, benefits, and services. When feasible, you are encouraged to request modifications in advance of the modified service to allow The Township to meet the request. The Township will make every effort to communicate with you effectively and meet all reasonable modifications.

Service Animal Policy 
You may travel with a service animal on all public transportation services. Service animals are trained to work or perform tasks for persons with disabilities. Please note that the service animals must always be under control. Under the ADA, service animals must be harnessed, leashed, or tethered, unless these devices interfere with the service animal’s work, or your disability prevents using these devices. In that case, you must maintain control of the animal through voice, signal or other effective controls.

If you have any questions or need assistance, please contact the Township by email at transitcompliance@thewoodlandstownship-tx.gov or by phone 281-210-3800, 8 a.m. to 5 p.m., Monday through Friday.

Suspensions may be handed out due to no shows or behavioral issues on the ADA Paratransit Service. The following policy is for just the ADA Paratransit Service. 

No Show Suspensions
You will be subject to suspension after you meet both of the following conditions:

• Have booked at least twenty (20) trips in the same month; and
• Accumulate at least four (4) no shows in one calendar month.
  

You will only be subject to suspension if both the minimum number of trips booked and the minimum number of no shows and/or late cancellations are reached during the same calendar month. The Township will notify you by telephone once you have three (3) no-shows.

Behavioral Issues Suspensions 
The Township has the following thresholds for suspension based on behavioral issues: Three (3) instances of the following activities will constitute the first violation. 

• Eating and drinking on a service vehicle after being asked not to by the driver.
• Failing to control a service animal on a service vehicle.
• Using loud or abusive behavior or language including profanity/racial or vulgar comments after being asked not to by the driver.
• Being unable to control packages.
• Playing loud music on a service vehicle after being asked not to by the driver.

One (1) instance of violence or threat of violence will constitute the first violation.

Suspension Policy
The first violation in a calendar year triggers a written warning. Each subsequent violation results in the following suspensions:

• Second violation: Five (5) day suspension;
• Third violation: Eight (8) day suspension;
• Fourth violation: Ten (10) day suspension; 
• Fifth violation and subsequent violations: Twelve (12) day suspension.
  

Policy for Appealing Proposed Suspensions
All suspension appeals follow the Township appeal process. If you wish to appeal suspensions under this policy, you have the right to file an appeal request which must be in writing by letter or email to:

The Woodlands Township
ATTN: Transportation Department
2801 Technology Forest Boulevard
The Woodlands, TX 77381
transitcompliance@thewoodlandstownship-tx.gov

You must submit appeal requests within sixty (60) business days of the date of suspension letter. If you miss the appeal request deadline, then you will be suspended from The Woodlands Township ADA paratransit service indicated in your appeal letter.

More information on the suspension policy is located in the ADA Riders Guide(PDF, 608KB).

This interactive map outlines the ADA Paratransit Service Area for The Woodlands Town Center Trolley. The yellow dots mark each official Town Center Trolley stop. The shaded orange area represents a ¾-mile buffer around the route—this is the designated area where complementary ADA paratransit service is available. By selecting the magnifying glass icon on the lower right section of the map, you may enter departing and destination addresses to confirm eligibility. If you are ADA-eligible and your pickup and drop-off locations fall within this shaded area, you may qualify for origin to destination paratransit service as an alternative to the Town Center Trolley.

View Interactive Map