LANta Van Riders Guide

Introduction: Return to top of Page

The Lehigh Valley’s paratransit service is called LANtaVan (formerly Metro Plus). The service is provided under contract with a private company, Easton Coach Company of Easton, PA. A fleet of 120 vehicles is dedicated to this service and more than 2,000 trips are scheduled on the system daily. Generally, people with special transportation needs use this service: the elderly, people with disabilities and area residents on cash assistance.

This handbook includes policies and procedures, rules and regulations, and guidelines for use of the paratransit system. The handbook will answer most questions about LANtaVan operations. All paratransit customers should review this handbook carefully and refer to it when questions arise.

LANtaVan is a coordinated, shared-ride transportation service. A number of programs and agencies sponsor passengers who all ride on the same vehicles.

LANtaVan is a paratransit van service that is specially equipped with wheelchair lifts and other accessibility features that allow for maximum mobility for customers with disabilities.

LANtaVan operates on a demand-response basis at a reduced fare for residents and visitors within Lehigh and Northampton Counties limits who are registered and certified as eligible for sponsorship through available programs.

LANtaVan is also a public transportation service open to the general public for full fare.

Service Hours:

LANtaVan service is available during the same hours that LANtaBus city transit services are available without exception. LANtaBus service operates from 5:30 am – 7:30 pm on weekdays and Saturdays, and 7:00 am – 7:15 pm on Sundays. On weekdays and Saturdays, there is also evening service available on the 100 series LANtaBus routes – generally operated in the more urban parts of the Valley – from 7:30 to midnight.

LANtaVan Paratransit Service

LANtaVan service is designed to meet the special transportation needs for people sponsored by a variety of programs. Some but not all of the programs are listed below. At least one of the sponsoring programs, the Department of Welfare’s Medical Assistance Transportation Program (MATP), has its own set of ‘rules and regulations so please refer to brochures that describe that program for detailed information. Sponsoring programs include:

The Pennsylvania State Lottery Shared Ride Program
Medical Assistance Transportation Program, PA Department of Welfare
The Americans with Disabilities Act program
The Persons with Disabilities fare discount program
Various other social and governmental fare subsidy programs

These programs and their eligibility requirements are described below in general terms. Specific brochures providing greater detail are available and are sent to all customers granted eligibility within each program and all applicants are required to complete an application for eligility.

LANtaVan has a single application that requires information based upon the program sponsorship being applied for. In broad terms, these are Senior Shared Ride, the Medical Assistance Transportation Program and eligibility for LANta ADA Paratransit. There is a separate application for the State sponsored transportation program for People with Disabilities (PwD) program.

Eligibility: Return to top of Page

1) The Pennsylvania State Lottery Shared Ride Program is a program only for people 65 and older who cannot ride or do not have access to the regular Metro, city transit bus services. An application and proof-of-age is required for eligibility. Customers pay 15% of the total trip cost; the balance is paid through State Lottery proceeds.

2) The Medical Assistance Transportation Program through the Pennsylvania Department of Public Welfaremust meet the income categories that DPW maintains. The purpose of this program is to provide people who are financially disadvantaged with access to transportation to access necessary medical treatment. The DPW pays the full fare for people who are eligible for this program. An eligibility application is required as well as a check on eligibility within the State DPW database for both the person and the services accessed. The lowest cost, most effective transportation mode is selected for each customer and these range from reimbursement for auto mileage expense, to reimbursement of regular Metro city transit fares, to free access to LANtaVan paratransit service.

3) The Americans with Disabilities Act of 1990 (ADA) made it a civil protection under the law for people with disabilities to have access to federally-sponsored public transit services. Persons with disabilities in the community who, because of their disability are prevented from boarding a LANTA Metro city transit bus that operates within ¾ (three-quarter) mile of their home may ride LANtaVan. An in-person interview and evaluation is required to determine a person’s ADA paratransit eligibility.

4) The Persons with Disabilities (PwD) reduced fare program is available to people who have a disability and who are not sponsored by any other program. Eligibility is determined through a submission of a written application with a medical professional’s verification. LANtaVan staff will assess whether or not there are other programs in the community that could underwrite the fare or discount the fare to the passenger applying. PWD fares are the same as Shared Ride fares (15% of the total trip cost).

For additional information about your specific transportation needs, please contact: 610-432-3200 or email customerservice@lantabus.com

ADA Return to top of Page

There is some confusion about what people with disabilities achieved in terms of mobility through the Americans with Disabilities Act of 1992. It is a civil rights law that extended the right to use existing public transit services funded by federal dollars, in the same way as anyone else in the community. It was not a service expansion program.

The ADA is a civil rights law, not a transportation law, or a social program. The ADA requires non-discriminatory access to fixed-route service, with complementary paratransit service acting as a “safety net” for people who cannot use the regular bus system.

Under the ADA, complementary paratransit service is not intended to be a comprehensive transportation system for people with disabilities. In other words, the ADA does not attempt to meet all the transportation needs of people with disabilities. Instead, the ADA is intended to provide individuals with the same mass transit opportunities as everyone else in the community. The paratransit system must be ‘equal’ to the fixed-route system. For example, the service area and days/hours of service for paratransit and fixed-route service must be the same and fares may not be more than twice the cash fare for a trip on public transit buses.

As of July 2006, all Metro city buses are equipped with wheelchair ramps, “kneeling” mechanisms, and other features making the transit system fully accessible to people with disabilities.

In April, 2007, LANTA introduced a special $1.00 all day pass for people with disabilities to encourage the use of the regular public transit system instead of the LANtaVan door-to-door services.

For eligibility requirements for this dollar daypass please call 610-432-3200.

Eligibility Standards for ADA paratransit:

Eligibility is determined through and in-person interview and evaluation by a physical therapist.

Permanent Disabilities Return to top of Page

Unconditional—Your disability always prevents you from using the bus independently even with travel training.

Transitional—You have a disability that temporarily prevents you from using the bus or you volunteer to participate in a travel training program we provide for customers.

Temporary Disabilities

The standards for eligibility are the same as those for permanent disabilities. Persons with temporary disabilities who are eligible for service wlll be provided service only for the duration of their disability.

Application and Certification Process Return to top of Page

To apply for LANtaVan service, the prospective user must complete an application packet. Application packets may be obtained through the Customer Service Department at 610-432-3200. Only original applications will be accepted, no duplicated or photocopied applications. Prospective customers must contact LANtaVan for an original application. Applications must be returned via mail or in person; no applications will be accepted via electronic means such as fax machines.

Applications are available at LANTA’s website: www.lantabus-pa.gov. The application cannot be completed online – it should be printed out, completed, signed and mailed to LANTA, 1060 Lehigh St, Allentown, PA 18103.

Applications for Senior Shared Ride service require proof of age. Applications for service under the Medical Assistance Transportation Program requires proof of eligibility (a DPW ACCESS card). Applications for ADA paratransit eligibility require an in-person interview and evaluation.

ADA Eligibility Return to top of Page

The ADA Paratransit Eligibility application is divided into three (3) sections:

 Section 1 – The Pennsylvania Lottery funded Shared Ride Program for people 65 and older

 Section 2 – The PA Department of Public Welfare’s Medical Assistance Transportation Program (MATP)

 Section 3 – The U.S. Americans with Disabilities Act (ADA) Program

 People with Disabilities Program: If you have a disability and do not meet eligibility requirements of the above programs, you may fill out this application which is available upon request.

Application Policies and Procedures Return to top of Page

Within twenty-one (21) days of receiving a completed application (including the interview and in-person evalution), the ADA application will be processed and LANtaVan will inform the applicant of their eligibility determination. Please note that an application is only considered complete when all information is provided, any omission renders an application incomplete, and for ADA eligibility, the in-person evaluation and interview is considered part of the application process. Incomplete applications will be returned to the applicant, and the 21 days will not begin until the completed application is returned to LANtaVan.

If an application is approved, the applicant will receive a LANtaVan ID Card. This card allows an applicant to schedule rides with LANtaVan. Each rider is given an identification number that appears on the ID Card. The card can be used as identification for paratransit service on other transit systems that provide similar services.

The ID Card will be wallet-sized, and will contain the following information:

1. Name of the eligible individual and the unique ID number
2. Name of the transit provider (LANtaVan)
3. LANtaVan telephone number
4. Expiration date if any
5. Conditions – including the use of a Personal Care Attendant (PCA)
6. The eligible individual must sign the ID card in the space provided.

If the application is denied, the applicant will receive a letter explaining the reason or reasons for the denial. Also included will be instructions on filing an appeal.

If LANtaVan has not made a determination of eligibility within 21 days following the receipt of a completed application, the applicant will be treated as eligible and provided service until and unless the individual is determined to be ineligible for paratransit service.

Recertification Return to top of Page

All LANtaVan paratransit customers may be required to recertify at reasonable intervals – usually every three years. A recertification packet will be mailed to you well in advance in order to allow maximum time for the process. In some cases, you may be asked to fill out and submit a new application.

Important Points to Remember Return to top of Page

LANtaVan is a limited, special transportation service.
1)   Sponsoring programs usually require that the lowest cost transportation mode be selected by applicants as long as they are able to use it.
2)   LANtaVan eligibility does not include persons who find it uncomfortable or difficult to get to and from bus stops.
3)   ADA Paratransit eligibility is a transportation decision, not a medical one. A doctor’s letter certifying disability is not the criteria for riding LANtaVan – under ADA, an in-person evaluation is. LANtaVan alone will determine paratransit eligibility.

Fares and Tickets Return to top of Page

LANtaVan is not a free service. When applicable, payment for trips is expected when the trip is received and must be paid with LANtaVan tickets. Tickets must be purchased in advance. The tickets are available through LANTA’s Customer Service Department, at various locations throughout the Counties, or may be purchased by mail.

Click here for a list of locations that sell LANtaVan tickets.

Please contact LANtaVan or refer to a current brochure for fare and ticket prices. Fares are listed here on this website.

Visitor Policy Return to top of Page

Visitors from other communities are welcome to use LANtaVan services if they are eligible. LANtaVan will honor paratransit certifications from other transit systems. An individual from out of town requesting service mayl be asked to present proof of their certification. A letter stating paratransit eligibility is acceptable. Documentation must include the name of the eligible individual, the name of the certifying paratransit provider, the telephone number of the provider’s paratransit coordinator, an expiration date (if any), and any conditions or limitations on eligibility. If the individual has indicated the need for a Personal Care Attendant (PCA), this should be noted in the documentation.

If the person does not have an identification card or other documentation from their local area, LANtaVan will require the person to provide documentation of their place of residence, and their disability if the disability is not apparent.

LANtaVan will not provide service to a visitor for more than twenty-one (21) days from the date of the visitor’s first paratransit trip; visitors will be required to apply for LANtaVan in order to receive transportation beyond this twenty-one (21) day period. However, the twenty-one (21) days can be consecutive or divided over several shorter visits. A visitor who expects to be in the Lehigh Valley area for more than twenty-one (21) days should apply for a LANtaVan card as soon as possible after arriving in the area.

Description of LANtaVan Paratransit Service Return to top of Page

Service Hours:

LANtaVan is a ‘door-to-door’ service which means drivers will accompany passengers to and from the front doors of the origins and destinations if necessary. Under no circumstances is a driver required to go ‘through the door’ on either a pick-up or a drop-off.

The driver may arrive up to 15 minutes before or 15 minutes after a scheduled pick up time. Passengers should be ready 15 minutes before the scheduled pick up time, and watch for the driver to arrive. Passengers should have tickets at the ready also.

The driver will wait for 5 minutes at a pickup location and usually will attempt to contact you by telephone.

Drivers, upon arriving, will knock or ring the doorbell. If assistance is needed the driver will assist the passenger from the door of the residence into the vehicle. The driver may request family assistance when moving a passenger from or to a residence.

When transporting passengers in wheelchairs, drivers are only permitted to negotiate one step at the entrance of the residence and the destination. If there are more steps to nagivate, someone might be needed to provide assistance. Driver’s are not prepared to lift or take extraordinary measures to move passengers to the van.

Oxygen tanks for personal use are permitted on board vehicles but must be ‘secured.’ Under no circumstances will ‘large’ oxygen tanks be transported on vans.

Scheduling Trips Return to top of Page

Service Hours:

When scheduling a paratransit trip, the following information is required: name, ID number ; trip date and appointment time; pick-up address; destination address; number of guests (companions), if any; accompanying Personal Care Attendant (PCA), if applicable; and, if a return trip is desired, the return time.

LANtaVan provides “next-day service.” This means that requests for trips for a particular day may be made any time during the preceding day. Customers may make ride reservations up to fourteen (14) days in advance and may call up until the close of business (5 p.m.) the day before their trip. LANtaVan does not provide same day service but does provide some allowance for ‘urgent care’ under the MATP program. Please see that brochure for those service details.

A trip is defined as beginning with the pick-up location and ending at the destination location. An individual may book several trips during the same telephone call for reservations. The customer may also set up a ‘standing order’ reservation to eliminate the need to call for a routine trip.

A standing order is a trip or series of trips that are booked to continue on a repetitive basis without the customer having to call frequently to arrange service. For example, a customer may travel three times a week for medical treatment so he/she ‘books’ that trip in advance and it repeats until the customer calls to cancel it. Similarly, a work commute schedule would include daily service.

Customers should be ready to go fifteen (15) minutes prior to their scheduled pick-up time. A pick-up is considered “on-time” if it occurs within fifteen (15) minutes before or fifteen (15) minutes after the scheduled time. The driver will notify the dispatcher if the van will be more than fifteen (15) minutes late, so that the dispatcher can attempt to contact the rider and inform them of the new estimated pick-up time.

Drivers will wait 5 minutes for a passenger when the van arrives within the on-time window. An attempt will be made to alert the passenger that the van has arrived.

If a passenger is going to be late or decides at the last minute that they do not wish to travel that day, we would appreciate it if we are informed. Please call the LANtaVan reservation telephone number to report change.

LANtaVan has peak demand similar to the regular city transit system. Therefore, when it is in the passengers’ discretion, it is advisable to make appointments and plan trips in the midday hours from 9 a.m. to 1:30 p.m. However, service is available to all customers at all times during the service day.

Trip Purpose Return to top of Page

There are no restrictions on trip purpose. All requests for trips are accepted on a first-come, first-served basis. There are no ‘wait-lists’ – any trips that are requested within the guidelines set forth here are provided.

Trip Length Return to top of Page

The area served by LANtaVan is large: more than 1,600 square miles! Many trips across the Valley are very long even when taken by car or bus. We try to make the customer’s trip as efficient as possible so that no one is on board the vehicle for an unreasonable period of time. As a measure of service quality, LANtaVan trip length standard is generally equal what it would take to get from an origin to a destination by regular bus – including transfers between buses – and the length of time to cover the distance from home to bus stop and from bus stop to the destination. LANtaVan is operated within these criteria however, due to passenger loads and long distances between origins and destinations, riders may be on board vans for a good length of time.

If you feel your trip is unreasonably long or not logically scheduled, call 610-253-4055 and ask to speak with a supervisor to review your concern.

Rules and Limitations Return to top of Page

What Operator Assistance is Provided? The driver: WILL assist a customer to and from the van.

WILL pull into apartment complex areas, parking lots, or behind commercial buildings if the van can be safely parked and the lift deployed.

WILL for the sake of time, assist a customer with articles, i.e. shopping bags, grocery bags, etc. For practicality, no more than three shopping bags will be permitted. The driver is not permitted to take articles into a customer’s residence.

WILL NOT wait longer than five (5) minutes for a customer to appear for their scheduled pick-up as long as the driver is within the 15 minute pick up window.

WILL NOT leave if the customer is within sight of the van and is attempting to make their way to the van.

WILL NOT leave the van unattended, out of sight, with the engine operating.

WILL NOT assist any customer into or out of their house or any other facility.

WILL NOT transport any customer who is too ill to sit up and be secured in their seat, nauseous, vomiting, or bleeding. In such instances, the driver will first notify dispatch of the customer’s condition and then, if necessary, advise medical authorities of either the customer’s need for medical attention or that they must remain at the medical unit until they are well enough to travel on the van.

Guests (companions) Return to top of Page

Customers who are ADA paratransit eligible will be allowed to travel with at least one guest (companion), such as a friend or relative. The fare for the companion will be the same as the fare for the ADA paratransit eligible customer.

Additional guests accompanying the customer will be allowed on a space available basis only and will be charged the discounted co-pay fare.

Please note that LANtaVan requires that the customer reserve a space for the companion when the customer reserves their own ride. The companion must have the same trip origin and destination as the customer.

Personal Care Attendant (PCA) – Escort

A Personal Care Attendant (PCA) is someone designated or employed specifically to assist the paratransit eligible individual in meeting their needs. LANtaVan recognizes a PCA as a mobility aid to the eligible customer. The PCA must have the same trip origin and destination as the customer. In addition, LANtaVan requires that space for the PCA must be reserved at the same time that the customer reserves their trip. No fare is charged for a PCA.

The customer may take along a companion in addition to the PCA. It should be remembered that a family member or friend is regarded as a companion accompanying the customer , and not as a PCA, unless the eligible customer regularly makes use of a PCA and the family member or friend is acting in that capacity.

Through the eligibility process, it will be determined whether or not a person can travel independently without a PCA.

Securement / tie downs / seat belt use Return to top of Page

For passenger safety during travel, LANtaVan customers are required to use seat belts or securement devices at all times. Refusal to use seat belts or the appropriate securement system will result in the suspension of service. However, if a particular mobility device cannot be secured by the existing securement system, services will not be denied and we will do “the best we can.”

All common wheelchairs and their users can be transported by LANtaVan. A common wheelchair is a wheelchair that does not exceed thirty (30) inches in width, forty-eight (48) inches in length, and does not weigh more than six hundred (600) pounds when occupied.

All wheelchair users must ride in designated securement areas only. Persons who are not wheelchair users, but use other mobility aids are allowed to use the lift mechanism provided that the mobility aid can be physically accommodated by the vehicle and its equipment.

Collapsible (folding) wheelchairs may be carried on all vans.

Ambulatory customers who request to use the lift to board may use these wheelchairs to facilitate entry into the van but are not required to.

Children Return to top of Page

On LANtaVan, if you will be traveling with a child age 8 or under, who weighs less than 80 pounds, you must provide the a child safety seat and you must properly secure the child in it. The driver will provide assistance if necessary. Children, up to 8 years of age, will NOT be transported without child safety or booster seat as required by Pennsylvania state law.

Children 12 and under must be accompanied by an adult while riding.

Children ages 13 -17 may travel without an accompanying adult only if it can be demonstrated that they would be able to use public transit independently.

Children who are registered riders must pay full or sponsored fares, and all rules applying to adult riders also apply to children. Children traveling as companions must also pay full or sponsored fares.

Other mobility aids/equipment: Return to top of Page

Customers may travel with service animals trained to assist. Service animals include guide dogs used by customers with vision or hearing impairments, as well as dogs or other animals that provide aid to customers with mobility impairments. The customer should inform the scheduler that they are traveling with a service animal when they make their trip reservation.

Customers may also travel with portable oxygen or other equipment, provided that the equipment does not violate rules concerning transportation of hazardous materials.

All oxygen tanks must be secure while in transit.

Customers must provide their own oxygen supply sufficient for the duration of the trip. Please note: occasionally there are delays in service due to a variety of reasons. Customers would be prudent if they brought along a spare portable oxygen tank.

No-shows / Late Cancellations Return to top of Page

A “no-show” is recorded when: a customer books a trip and, when the van arrives, the customer is not available for travel or waves the driver on. The van driver will wait 5 minutes past the scheduled pick-up range of time.

A “late cancellation” is recorded when a trip is cancelled with less than 2 hours notice to the service provider.

No-shows do not include trips that are missed for reasons that are beyond the customer’s control for, instance; scheduling problems, late pick-ups, and other operational problems. An example of a no-show beyond the customers control would include a situation where the van is late and the customer has found an alternate source of transportation.

No-shows and late cancellations can result in a denial of service to other customers. That is, a no-show or a late cancellation is a “lost trip” that could have been provided to another customer.

Once any period of suspension is ended, service will be automatically reinstated.

Policy limits: Return to top of Page

Three or more no shows in a one month period: The driver will place a no show notice at the customer’s door. If this is not possible, a no show notice will be mailed to the customer.

In the following month:

First no show: The driver will place a no show notice at the customer’s door (a “door hanger”) if possible. If this is not possible, a no show notice will be mailed to the customer.

Second no show: Driver will again place a no-show notice on the customer’s door. The customer will be contacted by certified mail that, based on their no show activity, transportation privileges will be suspended for 30 consecutive days if there is another occurrence.

Third no show: LANtaVan will contact the customer in writing advising them that their transportation privileges are suspended for 30 consecutive days.

There are subsequent consequences if the pattern of no-shows occurs within each 90 days of each suspension.

Subsequent Consequences Return to top of Page

1. Customers who appear three or more times in one month on the no-show report, will be sent a warning letter and contacted by telephone to determine what is causing the no show activity.

2. Customers who appear three or more times each month for two consecutive months on the no-show report, will be sent a certified letter and contacted by telephone to notifying them that their transportation privileges will be suspended for 30 days upon the next no-show.

3. Customers who, after receipt of the certified warning letter, commit another no-show, will automatically have their travel privileges suspended for 30-days effective the day after the occurrence of the no-show. Notice of suspension will be sent by certified mail and telephone contact will be attempted.

4. If, after steps 1,2 and 3 are followed, step 1 is repeated, services will be suspended for a period of 90 days. Notice of this will be sent in a certified letter and through a telephone call.

5. If, after steps 1,2,3 and 4 are followed, step 1 is repeated, services will be suspended for a period of one year. Communication of this will be done by certified letter and telephone.

Once any period of suspension is ended, service privileges will be restored to the customer automatically.

Customer Behavior Return to top of Page

Neither profanity nor abusive language/conduct is acceptable on LANtaVan vans, or when communicating with LANtaVan or Easton Coach dispatch or scheduling staff.

Weapons of any type will not be allowed on LANtaVan vans.

Radio/tape/CD players must be equipped with headphones to be used on LANtaVan vans.

Eating or drinking is not allowed on LANtaVan vans. Medical exceptions may be made to the no eating or drinking rule, with appropriate documentation from a physician.

Smoking is not permitted on LANtaVan vans.

Depending on available space, three (3) bags of groceries or other articles may be carried by a LANtaVan rider. The driver will assist with taking bags to the passenger’s door; however, the vehicle operator will not go into a customer’s home. The driver is also not permitted to go into a store to assist a customer with bags or groceries. The customer is responsible for transporting bags or other items through the door.

Illegal or disruptive conduct

Service will be suspended or refused to customers who engage in violent, seriously disruptive or illegal conduct that affects the safety of the individual, the driver or fellow passengers. The severity of the incident will determine whether an individual is suspended temporarily or permanently. For example, a person whose behavior threatens or has threatened the safety of paratransit personnel or other customers may be refused service (permanent revocation of eligibility). An individual who contests a refusal of paratransit service may appeal the decision through the administrative appeal process described below.

Non-eligibility Administrative Appeal Process Return to top of Page

Because ADA paratransit eligibility is established as a civil right, there is a special obligation to ensure that “due process” is observed. Therefore, every application for eligibility will be processed by LANtaVan staff who will make the initial determination. If the decision is made to deny eligibility, a letter of denial is sent to the applicant. This notice will include the reasons for denial and the procedure which may be used to appeal the decision. An applicant who wishes to appeal a decision of non-eligibility has sixty (60) days to make a written request to the LANTA Executive Director. LANtaVan will respond within thirty (30) days.

The administrative appeals process will include a hearing where the applicant can be heard and present information and arguments. The Appeals Board conducting this hearing will be made up of three (3) persons not involved in the initial decision to deny eligibility. At least one member will be from LANTA, the other two could be from the Lehigh Valley Center for Independent Living, Lehigh or Northampton County Human Services or a social service agency. Preferably as least one person from the community will be knowledgeable of the disability in question and, if possible, ADA guidelines.

The individual may waive his/her right to a hearing before the appeals Board and request that the matter be considered on the basis of documentation submitted by the individual making the appeal or their representative.

The Appeals Board decision shall be issued to the individual in the appropriate accessible format and shall include reasons for the decision.

LANtaVan will not provide service to individuals who are pursuing an appeal. However, if the Appeals Board has not made a decision within thirty (30) days after the hearing, paratransit service will be provided. This temporary service will continue until a decision on the appeal is reached.

Suspension of service appeal process Return to top of Page

The appeal process for suspension of service is the same as that used for eligibility determination denials. A customer who wishes to contest a decision to suspend services has sixty (60) days to file a written complaint with the ADA Coordinator. The individual making the appeal has the right to be heard in person and may be represented by an individual of their choice. The ADA Coordinator will make a complete investigation of the reason for suspension and will notify the customer of the decision to suspend in writing within ten (10) days of receiving the complaint. The written notice will include the procedures which may be utilized to appeal the decision.

LANtaVan shall provide the customer who has been notified of suspension an opportunity to be heard as well as to present written and oral information and arguments. Copies of all relevant LANtaVan documentation shall be made available to the customer. Additional witnesses shall be permitted to testify. However, a customer always has the right to waive the hearing and proceed on the basis of a written presentation. If the customer does not respond to the written notice of suspension within thirty days, LANtaVan shall make a default finding and impose sanctions.

If there is a hearing, and the customer needs LANtaVan to attend the hearing, LANtaVan will provide this service. In cases of suspension of service for other than illegal, disruptive or safety issues, LANtaVan will not suspend service while the appeal is pending – suspension of service will not begin until the appeals process is complete. If a decision is not made within ninety (90) days of the completion of the appeal hearing, the individual appealing the suspension shall be granted service until a final decision has been reached.

Emergency or unusual situations Return to top of Page

Accidents:

Fortunately, LANtaVans’ safety record is excellent so you should feel very safe while riding. However, in the unlikely event that you are a customer on board a van that is involved in an accident, please remain calm and follow the van driver’s instructions. Evacuate the van quickly when asked to do so. You might also be asked to provide information as a ‘witness’ and we do ask for your cooperation.

If you are injured, medical attention will be provided as soon as emergency medical services can be arranged for. If there are serious injuries, parties will be taken to the hospital by ambulance.

Inclement Weather

LANTA notifies LANtaVan passengers about Snow Emergency Detours through the following media: WAEB AM 790, WAEB FM B104, WFMZ TV. Passengers may or check LANTA’s website at www.lantabus.com for current status.

Late service or ‘no show’ service

Traffic congestion, accidents, illness on board and other unexpected events can result in a van being late for a pick-up. If you have a question about your trip on the day of the trip or while you are ‘in transit,’ please call 610-253-8333 Ext. 1027. This is the Easton Coach Dispatcher’s office and they will assist you.

LANtaVan door-to-door services are generally severely curtailed during major snow storms as is regular LANtaBus transportation. Call your carrier directly for specific information about your trip during inclement weather.

When there is ice and snow, we ask customers to clear a path from their door to the van. It is important that this path be free of ice and snow accumulation and wide enough of an area to permit the deployment of a wheelchair lift if necessary.

How can I make suggestions, comments, inquire or complain about LANtaVan? Return to top of Page

General comments, suggestions, inquiries or complaints:

If you have a suggestion or a comment about our services, please call LANtaVan’s Customer Service Center at (610) 432-3200. You may also e-mail customerservice@lantabus.com or write to: LANtaVan Manager, 1060 Lehigh St, Allentown, PA 18103. Or submit a compliant via the website: www.lantabus.com

If you are on a LANtaVan van or are waiting at home or at your destination for service and need to contact Easton Coach directly, call 610-253-8333. If you cannot get through directly, use extension 1047 to reach a dispatcher 24 hours a day, 7 days a week.

Specific details help LANtaVan address your suggestions and comments. Please include the following information when calling or writing:
•   Name, address and telephone number
•   Day and time of experience
•   Vehicle number and/or driver’s name, if applicable
•   Reservation or Paratransit Services Agent’s name, if concerning a telephone conversation
•   Explanation of incident, suggestion or comment