LETS Passenger Rules of Conduct
Passengers are required to comply with all applicable LETS rules, driver instructions, safety requirements, and all local, state, and federal laws while using LETS transportation services. LETS reserves the right to deny service, remove a passenger, suspend riding privileges, contact law enforcement, or take any other appropriate action when conduct creates a safety risk, disrupts service, damages property, threatens others, or violates applicable law.
To ensure a safe and comfortable ride, LETS asks that all passengers adhere to the following rules of conduct:
- Passengers of LETS vehicles are required to follow all instructions given by the driver and treat the driver respectfully.
- Passengers shall not smoke, vape, eat, or drink while on a LETS vehicle.
- Passengers shall not litter on a LETS vehicle.
- Passengers with child seats or boosters are responsible for properly securing the seat. Drivers are prohibited from installing or assisting. LETS does NOT supply car seats or booster seats.
- Children in strollers cannot ride in the stroller while the bus is moving. The child must be seated in a seat with a seat belt secured or in the parent or guardian’s lap. The stroller must be secured separately.
- Passengers are required to remain seated with seat belt fastened while the LETS vehicle is in motion and may not change seats.
- All personal items must be held in the passenger’s lap. Items cannot take up extra seats or block aisle ways. *Exceptions may be accommodated upon request.
- LETS shall not be responsible for personal items that are lost or damaged on vehicles.
- The driver of a LETS vehicle shall assist passengers on and off the vehicle when requested and assist with small packages if needed. Items shall be less than 25 pounds.
- Passengers must prearrange any changes in scheduled times or stop locations with the Dispatch Office.
- Passengers shall not use profanity while on a LETS vehicle.
- Passengers shall not play personal radios while on a LETS vehicle without headphones.
- Passengers paying for their own transportation shall have the correct fare ready when boarding the LETS vehicle. DRIVERS CANNOT MAKE CHANGE. Any additional funds received may be added to the rider’s account to be used later.
- The routing of a LETS vehicle shall be determined solely by the LETS Dispatch Office and the driver of the vehicle.
If the need for passenger sanctions arise, management will investigate the matter and determine what, if any, action will be takes, and the passenger will be notified immediately.
Seat Belt Rules
- All passengers are required to use the available securement systems provided to them on all LETS Vehicles.
- Any passenger utilizing a mobility device must allow the driver to secure the mobility device. LETS will not transport any mobility device that is not secured. The wheelchair securements attached from the floor of the bus to the wheelchair provide protection to keep the wheelchair from moving during quick stops, turns or other driving maneuvers.
- It is the driver’s responsibility to offer assistance to all passengers.
- Any passenger refusing to utilize the securements provided to them may be asked to deboard.
Passenger Bag Rules
All passengers boarding LETS vehicles must be able to secure all items brought with them within the space of the seat they are occupying, either in their lap or securely on the floor at their feet. This does not include the adjoining seat.
Special routes or location may accommodate additional bags. Please notify dispatch when scheduling if additional space is needed for additional items.
Dispatch will consider the following when allowing additional items:
- Space available on the route that the vehicle is assigned to.
- Ability of passenger to carry and secure all items.
- Special consideration will be given for certain routes/stop locations (e.g., Gleaners Food Bank)
Passenger Pick-Up & No-Show Rules
Passenger Pick-Up Procedures
All rides will have a 30-minute pick up window, which includes 15 minutes before/15 minutes after the negotiated time. The trip is considered “on time” within this 30-minute window.
In the window time, the bus must wait for a passenger for 3 minutes. If the passenger is not present after 3 minutes, the driver will mark him or her as a “no show”. Drivers must verify all no shows with dispatch.
No-Show Policy
Any ride cancelled less than 1 hour prior to pick up is considered a no-show. Passengers are responsible for the fare cost associated with the no-show ride.
Dispatch reserves the right to limit scheduling or cancel subscription rides when a rider has noshowed 25% of trips in the prior two-week period.
Ride scheduling will be limited once a rider has three unpaid rides.
Cancellations
In-county trip: Ride must be cancelled 1 hour prior to the scheduled pick-up time. Otherwise, the passenger is responsible for the no-show fare.
Regional trip: Ride must be cancelled 48 hours in advance. There is a $25 fee for regional rides cancelled less than 48 hours in advance.
Payment of Passenger Fares
All passengers are required to pay the designated fare every time they board the bus. If a passenger does not have the fare, they may not be allowed to ride. This will be at the discretion of Dispatch on a case-by-case basis.
A driver will notify Dispatch if:
- There are any questions about what a fare should be.
- A passenger boards a bus and does not have his/her fare.
Dispatch will consider the following when making a determination:
- Does the passenger have fares already owed?
- Does the passenger ride often and regularly pay?
- Has LETS already provided transportation for the passenger today?
- Is the passenger at a pickup location other than their home address?
- Does the rider have more trips scheduled for the day?
If Dispatch is unavailable (after hours & on weekends), then a driver will always transport passengers for scheduled rides.
To ensure the safety and comfort of all passengers, LETS reserves the right to deny service to or remove any passenger who does not follow the Rules of Conduct. Passengers who violate these rules may be subject to the following sanctions:
- First Offense – Verbal warning.
- Second Offense – One day suspension of riding privileges.
- Third Offense – Up to 30-day suspension of riding privileges.
ADA Complaint Procedures
How to File an Americans with Disabilities Act (ADA) Complaint
Any person who believes that he or she has been subjected to discrimination under the ADA on the basis of their disability may file an ADA complaint with LETS within 180 days from the date of the alleged discrimination using ADA Complaint Form | (en Espanol)
A copy of the ADA Complaint Form may also be obtained by calling the LETS Dispatch Office at (517) 546-6600. LETS will provide appropriate assistance to complainants who are limited in their ability to communicate in English.
Completed forms may be mailed to dropped off at:
LETS Transportation
Attn: Operations Manager
3950 W. Grand River Ave.
Howell, MI 48855
Complaints may also be filed no later than 180 days after the date of the alleged discrimination here: www.ada.gov/filing_complaint.htm
For additional information on LETS’ nondiscrimination obligations, please contact the LETS Operations Manager at (517) 540-7848.
What happens to my complaint when received by LETS?
Once a complaint is received, it will be reviewed by the LETS Operations Manager. In instances where additional information is needed, you will be contacted by phone or in writing. Failure of the complainant to provide the requested information by a defined date may result in the administrative closure of the complaint or a delay in complaint resolution.
Based upon receipt of all the information required, LETS will investigate an ADA complaint within 30 days of receipt. LETS will use its best efforts to respond to a complaint within 60 days of receipt. Receipt of additional relevant information and/or simultaneous filing of complaint with LETS and an external entity may expand the timing of the complaint resolution.
The Operations Manager will review and investigate every complaint promptly. Reasonable measures will be taken to preserve any information that is confidential. At a minimum the Operations Manager will:
- Identify and review all relevant documents, practices and procedures;
- Identify and interview persons with knowledge of the ADA violation. This may include the person making the complaint, witnesses, people identified by the complainant, anyone who may have been subject to similar activity, or anyone with relevant information.
Upon completion of the investigation, the Operations Manager will complete a final report for the LETS Director. If a violation is found to exist, remedial steps as appropriate and necessary will be taken immediately. The complainant will also receive a final report including any remedial steps. The investigation process and final report should take no longer than 20 business days. If no violation is found and the complainant wishes to appeal the decision, he or she may appeal via mail using:
LETS Transportation
Attn: Director
3950 W. Grand River Ave.
Howell, MI 48855
The Operations Manager shall maintain a log of ADA complaints received, including date the complaint was filed, a summary of the allegations, the status of the complaint and actions taken by LETS in response to the complaint. Should LETS receive a complaint in the form of a formal charge or lawsuit, the complaint will be forwarded to the LETS attorney.
The American’s with Disabilities Act of 1990 (ADA) prohibits discrimination and ensures equal opportunity and access for persons with disabilities. LETS is committed to ensuring that no person is excluded from participation in or denied the benefits of its services on the basis of disability.
LETS is Committed to:
- Ensuring that the level and quality of transportation service is provided without regard to disability;
- Promoting the full and fair participation of all affected populations in transportation decision making;
- Preventing the denial, reduction or delay in benefits related to programs and activities that benefit those with a disability; and
- Ensuring meaningful access to programs and activities by persons with disabilities.
Alternative Information Formats
Information found on this website can be provided in an alternative format upon request.
Please contact the Operations Manager at (517) 540-7848. We’ll do our best to provide the requested alternative format within a reasonable time
Reasonable Modification
To ensure equality and fairness, we’re committed to making reasonable modifications to our policies, practices and procedures to avoid discrimination and ensure programs and services are accessible to individuals with disabilities.
Please see our Reasonable Modification Policy/Request Instructions
Title VI
Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of race, color, or national origin in programs and activities receiving Federal financial assistance. Specifically, Title VI (42 U.S.C. Section 2000d) provides that:“No person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance.”
We’re committed to ensuring that no person is excluded from participation in, or denied the benefits of our transit services on the basis of race, color, or national origin, as protected by Title VI in Federal Transit Administration (FTA) Circular 4702.1.B.
Any person who believes that he or she, individually, or as a member of any specific class of persons, has been subjected to discrimination on the basis of race, color or national origin as noted below may file a written complaint with LETS Operations Manager using the instructions and form in the link below. If the Complainant is dissatisfied with the resolution or the case is not being resolved in a timely manner, the complaint may be submitted to the Federal Transit Administration (FTA). Every effort will be made to obtain early resolution of complaints. The option of informal meeting(s) between the affected parties and the Title VI personnel may be utilized for resolutions. The Operations Manager will notify LETS Director and/or Deputy Director of all Title VI related complaints as well as all resolutions.
