Updates for RIDE Customers

This page was last updated in 2021.

Over the past year, we have heard your feedback and concerns about the Routematch software system that we began using in August 2020. We acknowledge the poor service riders experienced when using The RIDE during that time, and have taken actions to significantly improve our operations.  

To ensure more reliable service for The RIDE’s customers, we have replaced the Routematch system. On November 1, 2021, we reverted to our previous software system, ADEPT, which allows us to provide superior service. We have already seen improved service since our return to ADEPT. 

We sincerely appreciate your continued patience and recognize that this is another significant change. Our commitment to reliable and timely customer service remains our primary focus. We strive to provide each customer with the best quality public transportation daily, and take pride in accomplishing this goal. We are confident that this change will let us provide safer and more reliable service.  

What You Can Expect

The RIDE will continue to maintain the same service commitments, policies, and fare processes. This transition will not affect your eligibility to participate in our programs.

Changes to trip notification calls

As a result of this transition, The RIDE has reverted to the previous practice of providing only two notification calls for upcoming trips. You will receive the following calls for each trip:

• The night before your trip, by 9 PM: You'll receive a trip notification message with your scheduled pick-up time
• The day of your trip, 10 minutes before pick-up: You'll get a notification call when your driver is nearby. You should then head to your location's outermost door to be ready for your driver. 

A different booking website

Since November 1, 2021, customers who used the optional trip-booking website have been directed to use the ADEPT booking website. This website provides customers with the ability to register, book trips online, view upcoming trips, and cancel scheduled trips.

Note: The RIDE has not changed the experience of booking and paying for trips by phone. For information on registering and creating an account on the website, see the ADEPT web portal FAQ page.

Read FAQs for the ADEPT web portal

Improved service and on-time performance

Most importantly, this software transition allows The RIDE to prioritize customer service by improving on-time trip performance and making operations more consistent.

Read FAQs about these changes