1. What is SacRT Flex?

SacRT Flex is a new transit option provided by SacRT which will begin service on January 2, 2025. It features a fleet of 11 accessible vans, available for eligible riders at a flat fare of $2.50. SacRT Flex will be operated by Via.

2. How does SacRT Flex work?

SacRT Flex introduces a new app and booking process. Riders can book trips up to two days in advance, and only advance bookings are available at launch. Same-day booking may be added in the future.

3. What kind of vehicles are used?

The service uses 11 specially branded vans, each designed for accessibility and ease of use, with a rear-entry wheelchair lift and seating for three passengers plus one wheelchair space. Riders needing booster seats for children are responsible for securing them.

4. How much does it cost to ride?

Fares are $2.50 per trip. Payments can be made with cash or credit/debit through the app. SacRT Flex does not accept Connect Card or ZipPass.

5. Who is eligible for SacRT Flex?

SacRT Flex is available to:

• • Low-Income Individuals (with CalFresh, CalWorks, Medi-Cal, or general assistance)
  • Persons with Disabilities (including those with SacRT GO certification, a SacRT Disabled ID, SSI/SSDI, or a DMV disabled placard)
  • Seniors (62+)

6. How do I register for SacRT Flex

Eligible riders must pre-register to access the service. Early registration opens on December 2, 2024.

7. Are existing riders prioritized?

Yes, SacRT will prioritize pre-qualifying existing eligible riders.

8. Can I bring a companion?

Yes, one adult companion may accompany an eligible rider. The companion must pay an additional fare.

9. Can I bring my child?

Children can ride free when accompanied by a parent or guardian. There’s no limit on child companions, as long as seating is available.

10. Can youths ride on their own?

Yes, youths aged 13-17 can ride alone if they are registered under a low-income or qualified parent/guardian. They pay the standard $2.50 fare.

11. Do I need to bring a car seat for my child?

Yes, young children must be secured in a car seat provided by the accompanying parent or guardian.

12. Are service animals allowed?

Yes, service animals are welcome on SacRT Flex at no additional charge. They count as one seat in the vehicle.

13. How far in advance can I book a trip?

Trips can be booked up to two days in advance and no later than 7 p.m. the day before.

14. Will I receive notifications for my trip?

Yes, you’ll receive notifications the evening before your trip at 8 p.m., then again 30 minutes, 5 minutes, and upon the vehicle’s arrival.

15. Can drivers make change?

No. Riders are required to have exact fare only.

16. How can I cancel a reservation?

Once your trip is confirmed, you will be able to cancel or edit your reservation directly in the app by accessing the “scheduled ride” page. Cancellations can also be made by calling the support line, even on the day of the trip.

17. What if I need to push back my pickup time because I'm running late at an appointment?

If you need to change your pickup time on the same day, you will be able to edit your reservation in the app, though it's treated as a new request. Availability is not guaranteed, so if your new request cannot be accommodated, you may need to cancel or keep your original reservation.

18. What is the trip request process?

When you request a pickup, the system checks for availability within a 2-hour window from your requested time. If a slot is available, you’ll be offered a 30-minute pickup window (e.g., 9:15–9:45). You must confirm this time to secure your trip, and you'll receive a final confirmation at 8 pm the night before.

19. How do I ensure I can book a return trip?

You can request a round trip, but confirmation for each trip is separate. Both trips may or may not be available, but you’ll have the option to accept the offered times for each trip.

20. What happens on the day of my trip?

On the day of your trip, you’ll receive a notification with your exact pickup time 30 minutes before the middle of your scheduled window (e.g., for a 9:15–9:45 window, you’ll get an update around 9 a.m. with the specific time).

21. Are ride requests accepted on weekends and holidays?

Yes, you can place ride requests 365 days a year, via the app or phone. For Monday travel, the 2-day reservation window opens Saturday morning.

22. Will the service be corner-to-corner or curb-to-curb? 

The service is curb-to-curb for SacRT Flex.

For more information or assistance with registration, visit SacRT Flex webpage or contact our customer service at 916-321-BUSS (2877).