If you want to claim mileage reimbursement, you must notify us in advance. We will send you a form to complete to tell us how far you traveled, and document whether you had parking or toll expenses. This form must have the medical provider’s signature to verify that you received treatment on that day.

• We will reimburse you at the rate of $.25/mile.
• We will reimburse you for your parking expenses and tolls when receipts are submitted.
• You can turn in your reimbursement request right after a trip, or you may wait until the end of the month and submit multiple trips at one time.
• If you wait until the end of the month, BCT must have your request by the 15^th of the following month. For example: to be reimbursed for a medical trip on January 2, BCT must have your form by February 15. We will reimburse you within two weeks of receiving your completed forms. BCT can also reimburse the cost of using SEPTA services.

We are responsible for providing or arranging transportation to get you to the medical care you need.

If you are enrolled in a Medical Assistance MCO (Managed Care Organization), we can provide or arrange transportation for you to any medical provider in the MCO region.

Your MCO region includes Bucks, Northampton, Lehigh, Montgomery and Philadelphia counties.  However, we will only take you to providers in your MCO network, or providers that are out-of-network but to whom your MCO has referred you.

If you are in a Medical Assistance fee-for-service, we will provide or arrange transportation for you to the provider closest to your home and who meets your medical needs. We will take you to more distant providers only if you give us medical information that shows that the more distant provider is required.

If you have questions regarding the transportation options available to you, please contact our office.

Escorts are permitted to ride free of charge when a document from your medical provider is on file with BCT stating that the passenger requires assistance to travel.

BCT adheres to the guidelines set forth by the Americans with Disabilities Act (ADA), ensuring that individuals with disabilities can travel with their trained service animals. Passengers must provide valid certification that their animal is a trained services animal, the animal is up to date on all vaccinations, and the medical necessity of the service animal provided by a medical professional.

You may bring someone with you as an escort at no cost to you in the following situations:

• If you are under 18, you must be escorted by a parent or other relative/guardian.
• If you cannot travel independently, or you need assistance due to age, illness, or physical or mental disability please provide written verification from your physician of your need for an escort.
• If you do not speak English, you may bring an interpreter.

There is no penalty for rescheduling or cancelling. There is a penalty however for consecutive no shows.

A “no-show” is defined as any scheduled trip that is not taken and not canceled at least two (2) hours prior to the scheduled trip. You may cancel your ride 24/7 by dialing 215-794-5556 and leave a message. Riders that repeatedly no-show may be required to do one of the following:

• Call BCT to confirm the need for transportation the day of trip.
• Only schedule one (1) day at a time.
• Use public transportation and receive reimbursement.

Because we offer a Shared Ride service, it is important for all passengers to feel comfortable and safe during transportation. Inappropriate behavior by any passengers will not be tolerated. This behavior includes but is not limited to obscene or offensive language; implied threats or violence toward passengers, drivers, or administrative staff and being under the influence of alcohol or controlled substances.

A complaint is any issue, dispute or objection you express to us about our agency, or about the coverage, operations or policies of our MATP.

If you have a complaint about our services, about how you were treated by our staff or a driver, or about our policies and procedures, please tell us.

Complaints may be submitted by phone or in writing to Bucks County Transport, Inc.  All complaints will be reviewed, and a BCT employee will contact you by telephone within one day and follow up with a written response within five days. The staff person may not have been involved in the action that is the subject of the complaint. Written documentation of complaints will be kept on file.

If the complaint resolution is not satisfactory, you may request that the director of operations review the complaint. A verbal or written response to this second level of complaint will be provided within five business days.

If the complaint resolution by the director of operations is not satisfactory, the complaint will be forwarded to the Pennsylvania Department of Human Services for review.