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Dial-a-Ride

Dial-a-Ride Service Information

Added: 15 January 2009 | Updated: 18 March 2009

Dial-a-Ride is a membership scheme run by Transport for London which provides a bookable door-to-door minibus service free of charge for people with mobility problems who are unable (or virtually unable) to use mainstream public transport services.

You are automatically eligible for membership of Dial-a-Ride if you are:

If you do not fulfil any of the criteria above, you may still be eligible for Dial-a-Ride but you may have to provide further details about your mobility problems.

Application forms and Dial-a-Ride’s Customer Charter can be downloaded from:

www.tfl.gov.uk/assets/downloads/London-dial-a-ride-application-form.pdf
www.tfl.gov.uk/assets/downloads/dial-a-ride-customer-charter.pdf

And both documents can be obtained by mail from:
London Dial-a-Ride Customer Liaison Unit, Progress House, 5 Mandela Way London SE1 5SS.
Tel: 0845 999 1999 Fax: 020 7027 5801
Email: DAR.Generalenquiries@tfl.gov.uk

Top Tips !

Do not worry if you don’t meet any of the automatic criteria outlined on the D-A-R application form listed above. You can still apply to use the service if your impairment affects your mobility and you have trouble using public transport. Simply attach a statement to the application form, listing exactly what your impairments are and how you are disabled.

Do not leave anything out!

Make a photocopy of your original application for your records. Processing can take up to three weeks.

Making a booking:

The Management Control Centre (MCC) based in Bermondsey is the main call centre where all bookings are taken. The ‘new’ computerised booking system was introduced over two years ago but it seems that there are still some gremlins in the system.

When demand for the service is high (approximately 9am – 11am) it can be difficult to get through – so prepare to be kept on hold for some time. It is often best to ring outside these hours – however if you want a next day trip then you may not have a choice!

When you are booking a ride it is best to be as flexible as possible about when you can travel.

Also Dial-A-Ride does not provide a guaranteed service. This means that it cannot guarantee to arrive at the time you have booked the ride for. It therefore may not be the best travel option if you are attending an event for which you have purchased tickets or for any other appointment.

Also please remember that D-A-R will not take you to a hospital appointment – it can only take you to ‘high street’ medical appointments like the G.P or Optician. However please note the words of caution above.

Regular bookings:

If you want a trip to the same place at the time every week, then you may be able to get a regular booking. The only catch is that there is a substantial backlog on regular trips being allocated. So get your name on the waiting list when you ring the MCC and chase it up after a few weeks.


Trips:

According to TfL, Dial-A-Ride should be able to take you within a five mile radius of your home. However, in practice this does not often happen – with mostly only requests for very local trips being accepted.
If you want to travel further, then you may be able to get Dial-A-Ride to drop you at an accessible station or bus stop to continue your journey. Please feel free to contact us for more advice or information.

By the nature of the service, D-A-R may pick up other service users on the way to your destination. This can sometimes prolong the journey so ensure that you leave enough time to take this into account. There is also a 15 minute window either side of the time you booked for – so always be ready 15 minutes before your pick up time.