SEPTA

Southeastern Pennsylvania Transportation Authority Serving Bucks, Chester, Delaware, Montgomery, and Philadelphia Counties

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CCT Frequently Asked Questions

General Information
Driver Assistance
Fare Traveling on CCT Vehicles
Registration & Eligibility
Standing Orders




General Information

What is CCT?

CCT Connect is SEPTA's complimentary paratransit operation. It provides two types of door-to-door service for registered customers by advance registration:

  • Shared Ride Program (SRP) for Philadelphia residents over the age of 65, funded by the Pennsylvania Lottery.
  • ADA program for people who are functionally unable to use the regular accessible transit system for all or some of their transportation needs, in accordance with the Americans with Disabilities Act (ADA) and related regulations.


SEPTA's CCT Connect operation handles administration, takes reservations, prepares schedules, dispatches, and monitors service for Philadelphia, Bucks, Chester, Delaware, and Montgomery Counties. SEPTA has contracts with transportation contractors that maintain SEPTA's fleet of CCT vehicles, hire drivers, and transport our customers.

Where and when can I travel using CCT?

ADA program service mirrors travel on the regular fixed route bus and light rail (trolley) system. There are no restrictions on trip purpose or frequency of travel.

  • Suburban Counties: Registered customers may be picked up and dropped off within 3/4 of a mile of any fixed route, whenever and wherever they operate. If a bus operates 24/7, then CCT Connect service operates 24/7. If there is no evening or Sunday bus service, there is no evening or Sunday CCT service. Please note that changes to bus routes may change the service area.
  • Philadelphia: ADA service is provided 24 hours a day, 365 days per year.


SRP registered riders may travel anywhere within Philadelphia and from Philadelphia to any location in Bucks, Delaware or Montgomery Counties within 3 miles outside of the city's boundary, 24 hours a day, 365 days per year.

We do not close on major holidays, but all standing orders except those for dialysis are cancelled on New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas. To travel on those days, you must make advance reservations by calling the Reservation Line or using the Interactive Voice Response (IVR) system.

During weather emergencies service may be affected by local road conditions. Weather updates for CCT Connect service are provided to KYW NewsRadio (1060AM), posted on SEPTA.org via System Status, and posted to our Twitter feeds. You may also call Customer Service at 215-580-7145 or "Where's My Ride" at 215-580-7720 for information.

How many trips can I make in one day?

There are no limits on the number of trips, but you must allow at least 90 minutes between confirmed pick-up times. If you schedule your rides too close together and you start to miss your rides later in the day, we may not be able to reschedule your trips. Make sure you allow enough time for the 10/20 minute pick-up window, pick-up and drop-off of other passengers, and traffic delays, especially if you are traveling during peak hours. Please consider the distance you are traveling and the length of time it will take to get there when you plan your return trip.

I was told my home is outside the CCT service area. Does that mean I can't use CCT at all?

You can still be picked up and dropped off by CCT vehicles if you are able to make your own way to and from your home to a location within the CCT Service Area. You may use any SEPTA transit stop on the days and times that fixed route service goes to that stop. You might consider using a store or restaurant location where you can wait comfortably and still be able to see the CCT vehicle when it arrives. When you call to reserve your trip, be sure to provide a phone number to contact you while you are out, since your home number will not be useful.

Who can travel with me?

  • SRP customers may bring one person at the same fare. Additional people may ride at the General Public fare.
  • ADA customers may register to bring one Personal Care Attendant for free. Guests ride at the same fare as the customer. You may bring more than one guest, if there is room on the vehicle. When you call to book your trip, the reservationist will let you know if there is room for all of your guests.
  • Anyone may ride with their Service Animal at no additional charge. Service Animals are individually trained to perform a task. Therapy Animals and Emotional Support or Comfort Animals are not permitted.
  • Children of any age ride at the same fare as an adult guest. By Pennsylvania State Law, children under the age of 8 must ride in approved child restraint or booster seats. You must bring your own child safety seat. A child may not ride on your lap.


What are the limits of the service?

CCT Connect paratransit is public transportation regulated by state and federal agencies, including the Federal Transportation Administration and the Pennsylvania Department of Transportation. CCT Connect is not similar to a taxi service. It is not medical transport or "special care" service. You should plan on sharing the vehicle with other customers.

  • Vehicles are not equipped with car seats, wheelchairs, or attendants.
  • There is no same-day or emergency service.
  • You cannot choose your driver or vehicle, or specify the route taken by the vehicle.
  • You cannot smoke, eat, or drink on CCT vehicles.
  • You must use headphones to listen to music or other audio entertainment.
  • You cannot board if you have open wounds or are dripping blood or other bodily fluids.
  • You cannot board if you have an insect infestation.


I know someone who gets CCT rides that come with an attendant to help them get down the stairs to leave their house. How can I get that service?

That is called Attendant Transportation Service (ATS). It is a service that can only be arranged through the PCA (Philadelphia Corporation for Aging). CCT provides the service under contract to the PCA. It is not part of the federally-required ADA transportation services or the SRP program. Please call the PCA Helpline at 215-765-9040 for more information.

Where can I call to get more information?

  • Customer Service: (215) 580-7145 - Mon-Fri 8:00 a.m. to 5:00 p.m. - Make complaints, inquiries, or commendations, request an application, get information about your eligibility, update your customer information, replace a lost ID or any other question.
  • "Where's My Ride": (215) 580-7145 - 24 hours a day - Find out where your ride is, cancel today's trip, or be referred to resolve a problem with your trip. Also known as "Dispatch" or "Control Center."
  • Reservations: (215) 580-7700 - Mon-Fri 7:00 a.m. to 4:00 p.m., Saturday/Sunday 7:30 a.m. to 4:00 p.m. Make, cancel, or check on reservations 1 to 3 days in advance.


Fare

What does it cost?

SRP: $4.25 per trip. You may only pay with cash. You may take one escort for an additional $4.00. Attendants are considered escorts in the SRP program; they do not ride for free. The fare for additional guests of any age is $26.70. Members of the General Public of any age may also use this service for $28.33 per trip. These fares are regulated by the state Shared Ride Program and subsidized by the Pennsylvania Lottery. Sponsored trips by third parties such as PCA or other agencies are paid to SEPTA by the sponsoring agency/center.

  • ADA: The base fare for ADA trips is $4.25 per trip. You may pay with $4.25 in cash, 2 tokens + .25 cents, 1 token + $2.25 in cash; or a TrailPass for Zone 2 or higher. The fare for companions and children of any age is the same as the customer. One approved Personal Care Attendant may ride with you at no charge. Service Animals (as defined by ADA regulations) ride with you at no charge.
  • There is an additional per-county charge of $1.00 for any trip that travels more than 3 miles into an adjacent county. That charge must be paid with cash, not tokens or passes.
  • There is also an additional zone charge of $1.00 for each 10-mile segment or portion thereof, for trips beginning or ending in suburban counties. That charge must be paid with cash, not tokens or passes.
  • If your trip involves transferring from one CCT Connect vehicle to another, you pay only the total first vehicle. There is no transfer charge.
  • Feeder Service: If you transfer from paratransit to fixed route bus, you pay only when you board the fixed route part of your trip. The paratransit trip to an accessible fixed route boarding location is free.


Can I pay for all my rides at once?

No. Just like riding a regular bus, you must pay for each trip when it begins. Drivers cannot give change and no receipts are provided.

If you use a pass, you must carry it with you during the trip. Passes must remain in the possession of the rider and be available for inspection at any point during the trip. Lost or misplaced passes will not be replaced by SEPTA CCT.

Why isn't service free for seniors? I thought Seniors Ride Free.

Seniors may take rides on fixed route (buses, trolleys, subway/elevated) for free. CCT Connect service is more expensive to provide. The actual Shared Ride Program General Public fare is $28.33 per person, per trip. Grants from the Pennsylvania Lottery programs pay 85% of that cost for residents of Philadelphia over the age of 65. The remaining 15% is $4.25 per trip to be paid by customers or sponsoring agencies.

I have a Reduced Fare Card. Why don't I pay half the fare, as I do on the bus?

Reduced Fare Cards are not valid for CCT service. Providing paratransit is more expensive than regular transit, and that is recognized by the federal government. ADA regulations allow us to charge up to twice the cost of a similar bus trip.

Are there any programs to help me pay my fare?

Please contact your social worker, supports coordinator, school, senior agency, or workshop to ask for referrals to programs that may help you.

Can I use a SEPTA KEY card for CCT rides?

Not at this time.


Registration & Eligibility

How do I register?

For SRP service, you may call and request an application, or print one out from the CCT Connect page. Return the application with a copy of the requested proof of age documents. You may fax an SRP application to 215-580-7132.

ADA applications must be sent by mail. We are required to have original signatures, so they cannot be faxed. The CCT offices are not open to the public, and we will not accept hand-delivered applications. Please call Customer Service at 215-580-7145 to request an application.

Complete the application and have the Functional Verification form completed by your health care professional. CCT will provide transportation to a Functional Assessment free of charge. Your eligibility determination will be sent within 21 days. You will be asked to recertify every 3 years.

What happens at a Functional Assessment?

Assessments are scheduled to evaluate an applicant's physical or cognitive functional abilities. There is an interview about the applicant's disability. Tests are administered by licensed professionals. The assessment should take no more than an hour, and CCT will provide free transportation to and from the assessment site.

I need CCT service immediately. Is there a way to get same-day registration?

No. Federal regulations allow authorities 21 days to process applications. The 21-day clock begins when we receive a completed application, so make sure you fill it out completely, sign it, and include the Functional Form completed by a health care professional. Incomplete applications will be returned to the applicant.

I am not able to read and fill out the application forms. How can I get assistance?

You may call Customer Service at 215-580-7145 and request assistance. A staff person will call you back and read the questions to you over the phone. They will fill out the form and mail it to you for a signature. You will still need to take the Functional Form to your healthcare professional to be filled out and returned with the application.

Can I register for both programs?

Yes. You may be eligible for both programs.

I have a disability. Why did CCT tell me I can only get rides some of the time?

We carefully follow federal regulations when we assess a person's eligibility for ADA service. Paratransit eligibility is based on an individual's functional ability to use public transportation. CCT Connect will only be provided for those trips in which ADA paratransit eligibility standards have been met. Refer to your eligibility letter to determine under what conditions you may use CCT Connect. Applicants who do not agree with their eligibility determination have 60 days to appeal. If your condition has changed since you were approved for ADA paratransit and it is more than 60 days since your approval, you may re-apply by requesting a new application.

I lost my CCT ID card. How do I get a new one, and what can I use in the meantime?

For your safety, we are not able to transport passengers without ID. Please call CCT Customer Service at 215-580-7145 to get help replacing your CCT ID card. To get a replacement card, you will have to mail a check or money order for $5.00.

If you do not have your CCT ID card or a valid PA Driver's License or Non-Driver ID card, you may use another form of ID temporarily until you get a new CCT ID. Examples would include a Medicaid or insurance card, bank card, prescription bottle, a letter addressed to you from a government agency, or a utility bill in your name.

I was using a walker, but now I need a wheelchair. How can I get vehicle with a wheelchair lift?

Please call Customer Service at 215-580-7145 if your mobility type changes. If you are an ADA-eligible customer and your condition has changed, you may need to apply for additional service. Each case is reviewed individually.

My ADA eligibility is up for renewal soon. What should I expect from that process?

You should receive a recertification application in the mail about 60 days before your eligibility expires. Make sure to keep your postal mailing address and other contact information up-to-date. Please return the application promptly. Faxed applications will not be accepted. If you will need more than 60 days to get an appointment with the healthcare professional that completes your Functional Form, you may call Customer Service at 215-580-7145 to request an application earlier. Applicants will be contacted to schedule a functional assessment (transportation will be provided). You will receive an eligibility determination within 21 days of receipt of your completed application.

I didn't get my ADA recertification into the mail in time for the deadline. Can I bring it to the office?

No. The CCT administrative offices are not open to the public. You must mail it. We cannot accept a fax -- the regulations require that we have original signatures. There are no extensions of service beyond your eligibility expiration date. The recertification forms are mailed out 60 days in advance. As a reminder, your expiration date is printed on every CCT ID card.

I am registered for the SRP program, but I am moving to a home outside the city limits. Can I still use CCT?

If you are no longer a Philadelphia resident, you can no longer use the SEPTA CCT SRP service. Other counties also have a similar SRP service. Call them to find out how to register.

Shared-Ride coordinators in the suburban counties:
(215) 794-5554 | Bucks County Transport, for Bucks County
(610) 594-3911 | Krapf Coaches, for Chester County
(610) 490-3960 | Community Transit, for Delaware County
(215) 542-7433 | TRANSNET, for Montgomery County

Can I use paratransit when I visit other US Cities?

ADA eligibility is good throughout the U.S. If you wish to use ADA services elsewhere, you must contact that local transit agency before you travel. Get the agency's contact information and CCT will send them verification of your eligibility.


Driver Assistance

What kind of help can I expect from a CCT vehicle driver?

  • A driver will assist ambulatory customers to and from the door of the pick-up location, on and off the vehicle, and to the destination entrance. They will assist customers in manual wheelchairs up/down one step or curb, or on a ramp, provided the weight of the occupied chair does not exceed the driver's ability to safely maneuver it. For safety, ramps must meet the Philadelphia Department of Licenses & Inspections specifications, or the specifications of your municipal code enforcement agency if you live outside of Philadelphia. Drivers cannot assist on broken sidewalks, stairs, porches, or if snow or ice has not been cleared.
  • Drivers also provide "arm assistance" to customers who can safely walk up/down multiple steps, and will carry their unoccupied manual wheelchair up/down steps. They can never carry you, lift you out of your seat, or move your limbs for you. If you require more assistance, you must bring your Personal Care Attendant or a guest.
  • At the vehicle, drivers will assist riders in powered wheelchairs or scooters from the curb onto the lift, and onto the vehicle to be secured. Drivers will provide assistance with fastening seatbelts. Pennsylvania State law requires all riders to wear a seatbelt.
  • Drivers will help you secure an approved child restraint or booster seat if you are traveling with a child under 8 years of age. Children under the age of 2 must ride in rear-facing car seats, children 2 to 4 years of age in front-facing car seats, and children older than 4 but less than 8 years of age in booster seats rated for their height and weight by the manufacturer.


Will the driver carry my bags to the vehicle?

Drivers will assist customers with a maximum of two bags or parcels, which cannot exceed a total weight of 50 lbs. The customer's guest or Personal Care Attendant may carry two more bags per person. If you use a shopping cart, have it folded. Bulky items of any weight and items that pose a safety hazard are not permitted.

Why wouldn't the driver come inside to assist me from the church sanctuary?

Drivers are prohibited from going inside residences, crossing entryway thresholds, and from going further than a short distance inside lobbies. Upper-floor, elevator or through-door service is not provided. Drivers cannot unlock doors, operate security systems, or perform personal errands for riders.

I am unable to shovel, but I did scatter some ice melt on the steps. Why didn't the driver come to the door?

Please remember that drivers are not permitted to assist you on snowy or icy paths or steps for safety reasons. Customers are responsible for having accessible pathways.

My driver has been very kind to me. May I give her a tip?

Drivers are prohibited from accepting tips or gratuities. We offer the same level of professional service to every customer.

Are the drivers CPR-certified in the case of emergencies?

No. Vehicle operators will summon assistance through the Control Center in the event of an emergency. If there is a medical emergency, or any threat to the vehicle or its passengers, the Control Center will call 911, and direct the responders to the exact vehicle location. Remember, CCT is not medical transportation.


Traveling on CCT Vehicles

What do I need to have to board the vehicle?

  • You must show your ID every time you board. We prefer your CCT ID card, but you may also use a valid state Driver's License or Non-Driver ID Card.
  • If you do not have your CCT ID card or a valid state ID card, you may use another form of ID temporarily until you get a new CCT ID. Examples include a Medicaid or insurance card, bank card, prescription bottle, a letter addressed to you from a government agency, or a utility bill in your name.
  • You must pay for every ride when you board. Cash, tokens, or swipe your pass. Remember, drivers are not permitted to make change.
  • If you use a TrailPass, you must show it to the driver every time you board and keep it with you.
  • You must bring an approved child restraint or booster seat if you are traveling with a child under 8 years of age.


I gave the driver $5 for my $4 fare and he kept the change. How do I get my change?

Just as it is on a regular bus, drivers cannot make change. Be sure to bring exact fare. Drivers turn all collected money in to the transportation contractor.

What can I bring with me on the vehicle?

Mobility devices: You may bring walkers, canes, rollators, manual wheelchairs, motorized wheelchairs, wheelchair strollers, scooters, and other mobility devices. If your device is powered, it must be charged. Gas-powered devices are not permitted.

Baggage: If you are carrying bags, remember that you are limited to two bags or parcels with a combined weight of no more than 50 pounds. If you have guests or attendants, they may each bring two bags, as well. If you use a shopping cart, it must be folded. Bulky items of any weight and items that pose a safety hazard are not permitted.

Oxygen tanks: As with fixed-route service, you may bring portable oxygen on CCT Connect for personal use.

Will my wheelchair fit on the lift?

CCT Connect vehicles can easily accommodate mobility devices that are 48" long, 30" wide, and a maximum of 800 lbs. total weight when occupied.

CCT Connect will accommodate any customer using a mobility device as long as they can safely fit onto the lift or ramp, fit into the wheelchair berth, do not block the aisle or entryways, or interfere with the safe evacuation of passengers in the event of an emergency.

If your wheelchair does not fit with you in it, you may also board the CCT vehicle by standing on the lift separately from your folded wheelchair. If you cannot stand, and your over-sized chair does not fold, you may want to consider using another device for travel. Some customers with large wheelchairs use a second smaller chair just for CCT trips. Ask your wheelchair vendor about "transit-friendly" chairs.

I have a medical condition that requires me to take medication with water and eat every few hours. What should I do if I am on a CCT vehicle for a longer trip and I need to eat and drink?

While eating and drinking are generally not permitted on CCT vehicles, you may sip fluids from a resealable container or eat a small portion of food to address your medical needs. Please do not leave food crumbs or trash on the vehicle.

How will I know when the driver arrives?

Please be ready and waiting to board 10 minutes before the scheduled pick-up time, and up to 20 minutes after. Each customer is allowed 5 minutes to board the vehicle. The driver will leave the vehicle and knock on your door or ring your bell. When possible, the Control Center will call you if the driver arrives and does not see you waiting. The driver cannot tell if you can hear the bell or the knock. The best plan is to be ready to leave, near your door.

What is the "10/20-Minute Pick-up Window"? Why doesn't the driver come exactly at the pick-up time I reserved?

CCT is a ride-sharing service. To accommodate multiple trip requests, your vehicle may arrive anywhere from 10 minutes before to 20 minutes after your negotiated time. For example, if your negotiated time is 8 a.m., you must be ready to board your vehicle at any point between 7:50 a.m. and 8:20 a.m.

If you live in an apartment complex, or you're at a public building (i.e. hospital or doctor's office), and it takes a while for you to reach the lobby area, make sure you give yourself sufficient time. Make sure we have the correct phone number to reach you when picking you up for each leg or your travel.

If you have not boarded the vehicle within five (5) minutes of the driver's arrival, the vehicle may leave and you may be assessed as No Show. More importantly, all CCT Connect rides are reserved in advance of travel. Thus, the Control Center may not be able to send another vehicle out to pick you.

How can I check on my ride?

You may call "Where's My Ride" at 215-580-7720 to check on your ride, 24 hours a day, every day.

I left something on the vehicle today. How can I get it back?

Items left on CCT Connect vehicles are tagged and stored for ten days. If you leave an item on a CCT Connect vehicle, call CCT Customer Service as soon as possible so that they can connect you with the transportation contractor's Lost & Found department. Please note that neither SEPTA nor the transportation contractor are responsible for lost items.

Why did the driver leave without me? When will the vehicle come back for me?

We ask you to be ready to board the vehicle 10 minutes before and up to 20 minutes after the negotiated time. Each customer is allowed 5 minutes to board the vehicle. After that, the Control Center may instruct a driver to leave without you. The vehicle will not come back, and your trip will be cancelled as a No Show.

The driver came an hour early for my trip and I wasn't ready yet. When will the vehicle come back?

You are not obligated to board the vehicle more than 10 minutes before your negotiated time. If your driver urges you to board earlier, call the Control Center (Dispatch) at 215-580-7720. However, if the vehicle arrives earlier than 10 minutes before your negotiated time and you would like to board early, you may do so.

How do I cancel my ride for today?

If you do not need the ride you reserved, call immediately to cancel your ride. On the day of travel, call "Where's My Ride" and select the phone menu option to cancel your trip. Cancel reservations for future trips by calling the Reservations Line. You may always use the automated system to cancel your rides.
If you cancel less than two hours before your trip is scheduled, it will be considered a Late Cancellation.

My ride arrived outside the 10/20 minute window and I think I was assigned No Show points unfairly.

You may call Customer Service to report the issue and have it investigated.

If you are not ready to board, cannot be located, or decline the trip after the driver arrives it is considered a No Show.

No-Shows and Late Cancellations prevent other customers from receiving efficient service. Federal regulations permit transit agencies to suspend service to individuals who establish a pattern or practice of missing scheduled trips. Agencies are not permitted to suspend customers when they miss trips for reasons beyond their control.

I received a suspension notice. Why did this happen and what should I do?

Your account is flagged for suspension only when there is a pattern of excessive late cancellations and no shows. Your account is reviewed before a Late Cancellation/No Show suspension letter is sent. If you receive a suspension notification letter, you have 21 days from the date of the letter to appeal. As soon as your no show/late cancellation appeal is received, the suspension will be placed on hold. When you appeal, you may provide us with additional information about the circumstances of your cancellations and no shows.

You are responsible for your rides. If you go on vacation or will be out sick for a period of time, make sure you arrange to cancel Standing Order trips, or trips that are booked for you by an agency or another person. If you do not take those trips, they will become No Shows.

The full No Show/Cancellation Policy is found on the CCT Connect page.

I need a later pick-up time for my trip for today. When will the new ride arrive?

When you realize that your reserved time will not work, immediately call the "Where's My Ride" line to see if a time change can be accommodated. Please be aware that it may not be possible. Or, it may be at a time later than you would like. We make every effort not to leave you stranded, but every available vehicle and driver may already be in service. It is unlikely that time changes will be available during times of peak travel.

Why was I on the CCT vehicle for an hour when it takes less time in a private car or taxi?

Public transportation is not similar to riding in a car. A better comparison is the time it would take to walk to the transit stop from your home, plus the travel time from that stop to a transit stop near your destination, plus the time it would take to walk from the stop to your destination. You may call SEPTA Customer Service at 215-580-7800 to get an estimate of trip length by bus at the time you plan to travel. You can also obtain an estimate by using Google Transit on this page. Click on the Google Transit icon to the left to calculate the approximate time for a trip using SEPTA.

Example: If it takes 60 minutes to walk to the bus stop, board a bus, transfer to a second bus, and walk to your destination, it may take up to 90 minutes when using CCT.

My medical condition is more severe than most other riders. Why don't my rides have a higher priority?

By federal regulation, we are not permitted to prioritize one kind of disability over another. We can only look at the conditions that make you unable to use regular transit. Paratransit is a form of public transportation. It is possible that your medical condition makes CCT paratransit service unsuitable for your special medical needs.

There is a major snowstorm predicted today. Are my rides cancelled?

If SEPTA buses are running, CCT will be running. During weather emergencies service may be affected by local road conditions. You should plan for delays. Weather updates for CCT Connect service are provided to KYW NewsRadio (1060AM), posted on this website (System Status), and posted to our Twitter feeds. You may also call Customer Service at 215-580-7145 or "Where's My Ride" at 215-580-7720 for information.

My ride did not show up. How can I get a refund for the $25 taxi fare I had to pay to get home?

CCT does not provide refunds to pay for alternative transportation just as you would not be refunded if your taxi fare or your regular SEPTA bus did not show up. Paratransit is subject to the same conditions that affect any vehicle on the road, and there will be times when your ride will be late due to unforeseen circumstances beyond our control.

My family member has special needs. Why aren't the drivers better trained to recognize that?

CCT vehicle operators are bus drivers, like regular transit bus drivers. Federal regulations require us to apply the same rules to every customer. If your family has special needs that require more personal care than other CCT customers, you should arrange to have a Personal Care Attendant travel with them. If your family member should not ride a SEPTA bus or train alone, he or she should not ride CCT alone.

Another customer on the bus behaved very badly today. What will you do about that?

CCT has a Disruptive Behavior Policy with rules prohibiting violent, destructive, unsafe or disruptive behavior; abusive, threatening or obscene language; actions that interfere with safe vehicle operation, or are perceived as threatening to others. Keep in mind that some customers have disabilities that affect their behavior, hygiene, or appearance.

How can I make a suggestion or register a complaint about CCT?

Contact CCT Customer Service at 215-580-7145 so that we can document and respond to your concern.

There are also Advisory Councils, one for ADA riders and one for senior riders, comprised of regular users of the service. They hold monthly public meetings where you can find in-person support and SEPTA news from fellow users of regular and paratransit services.


Standing Orders

What is a standing order?

A standing order is a recurring trip from Point A to Point B, on the same day(s) of the week, at the same time(s). The trip is set up to recur automatically without making individual requests for each trip.

How do I apply for a Standing Order?

Call the Standing Order Department at 215-580-3421 to put your request on the waiting list. The Department is open Monday-Friday 8:00 a.m. to 3:30 p.m., and there is voicemail after hours. On the phone, they will take new standing order requests, place your standing order on hold, or cancel a standing order you no longer need. Please be aware that federal regulations limit the number of standing orders we can provide. Your request will be filled only when there is availability.

How can I put my Standing Order on hold while I am gone?

Call the Standing Order Department at 215-580-3421 to request that your standing order be temporarily suspended for up to 30 days. There are guidelines for suspension requests:

  • Must be at least 5 weekdays long, no more than 30 days.
  • A customer may have one 30-day suspension per year with no penalties or points. After that, they may have 3-week, 2-week, or 1-week suspensions as requested, but repeated requests may result in suspensions for excessive cancellations or permanent loss of the standing order.
  • There must be a week between suspensions, with any unwanted rides cancelled 1-3 days in advance via the reservation line. No consecutive suspensions.


I am approved for a standing order, so why couldn't I change it when I moved?

It is not unusual for customers to think they have personally been approved for a standing order. However, the trip itself was approved, not the person. If there are changes to the day or time of travel, destination, mobility type (changing from ambulatory to wheelchair, for instance), or the number of travelers (adding an attendant, for instance), your existing standing order must be canceled and you will need to request a new standing order. In the meantime, new trips can be scheduled on the Reservation Line or IVR.

Why is it so difficult to get a standing order?

Federal regulations place limits on the number of standing order rides we can schedule. Trips from standing orders can make up no more than 50% of all paratransit trips in a given hour. CCT is not required to offer Standing Orders at all. We must have capacity available to provide a next-day ride within an hour of the time requested by an eligible customer.

But I have been on the waiting list for years.

In order to provide a standing order, we must have capacity on an appropriate vehicle, in the right location, at the right time. It is not a matter of waiting a certain amount of time, or to have "risen to the top" of the waiting list.

I can see empty seats on the bus, and sometimes there is only one person on the bus.

During peak hours, all of our available vehicles are on the road. We average nearly 8,000 trips each day, and more than 75% of all trips are in peak hours.

I have a serious disability and need a standing order that gets me to treatment on time, every time. Is CCT really meeting the requirements of the ADA laws?

Yes. CCT is prohibited from offering different levels of service for different disabilities. A standing order does not have priority over other passenger trips. A CCT bus is affected by the same things that affect a fixed route bus: traffic tie-ups, weather, customers who fall or become ill, vehicle break-downs, or accidents.

I cannot tolerate a long bus ride and need to be taken directly from my home to my destination. The standing order is not working.

CCT can never promise a trip directly from your pick-up to your drop-off. A standing order trip is no different than other CCT trips, except that it is reserved automatically. Paratransit for ADA customers is comparable to a regular bus, not to medical transport, taxis, or private car service. Paratransit is a ride-sharing service and other passengers may be picked up or dropped off during your trip.

When my ADA certification expired, my Standing Order was cancelled. Why didn't it start back up when I my recertification was approved?

If a customer's eligibility expires, the customer account becomes inactive. When the account is made inactive, all trips in the system are cancelled, including the Standing Order. You may request a new standing order; however, you will have to make calls to the Reservation Line to book trips in the meantime. Remember, there is a waiting list for Standing Orders.