About OCTA

Thursday, January 1 — New Year’s Day — Closed 

Monday, January 19 — Martin Luther King Jr. Day — Closed 

Monday, February 16 — Presidents Day — Closed 

Sunday, April 5 — Easter Sunday — Closed 

Monday, May 25 — Memorial Day — Closed 

Friday, June 19 — Juneteenth — Closed 

Friday, July 3 — Independence Day Observed — Closed 

Monday, September 7 — Labor Day — Closed 

Monday, October 12 — Columbus Day — Closed 

Wednesday, November 11 — Veterans Day — Closed 

Thursday, November 26 — Thanksgiving — Closed 

Friday, November 27 — Open 

Thursday, December 24 — Christmas Eve — Closed

Friday, December 25 — Christmas Day — Closed

Thursday, December 31 — New Year’s Eve — Open 

Service Hours:
Monday-Friday 5:00am – 9:00pm
Saturday 6:00am – 9:00pm
Sunday 7:00am – 5:00pm

Office Hours:      
Monday-Friday 7:00am – 5:00pm

Reservation Line:
Monday-Friday 7:00am – 5:30pm 

OCTA provides transportation to accommodate the needs of hundreds of riders daily upon availability.  Our reservationists will do everything  possible to schedule trips that work for you and for other OCTA riders and will always attempt to match your trip with similar existing trips. 

Trip requests are accepted in our office: 

Monday – Friday  7:00 am to 5:30 pm

It is suggested a minimum of 24 hours is requested for in-county service and at least one (1) week for out-of-county service. We will attempt same-day trip requests, but availability is limited and not guaranteed. Trip requests can be made up to three (3) weeks in advance.

When making a reservation, please be prepared to furnish the rider’s name, date of birth, the address and phone numbers of both the pick up point and destination, the need for a personal care attendant (PCA), a telephone number at which you can be reached, and if any special accommodations are needed.

Trips may be canceled by calling the transportation office no later than 2 hours before the scheduled pick up time.  Failure to give at least a 2 hour advanced notice of cancellation is considered a no-show.  Because misuse of the service results in fewer passengers receiving service, OCTA reserves the right to deny service to passengers who continually cancel trips and are No-Shows.   The first no-show would result in a verbal warning, the second would be a written warning and the third would be a seven (7) day suspension.  

Suspensions still obligate the passenger to pay for past No-Shows to be re-instated. Trip cancellations can also be called in to the office anytime and left on OCTA’s cancel line voicemail.

If trips need to be cancelled by OCTA due to inclement weather, every attempt will be made to notify the passenger and called in to local TV and radio stations.

• Curb-to-curb transportation means that drivers will provide assistance from the curb in front of the trip origin to the curb in front of the trip destination.
• If door-to-door service is necessary, arrangements MUST be made at time of reservation.
• Passengers should notify our transportation office at time of reservation if they require a mobility assistant or service animal.  The mobility assistant or service animal may ride free.  
• In no circumstances shall a driver enter a passenger’s home.
• The driver will assist the rider, if necessary, when boarding and alighting from the vehicle and will watch to make sure the passenger is safely within their destination before leaving.
• OCTA requires seatbelts for all passengers and that all mobility devices/wheelchairs are secured. The driver will tie down wheelchairs and assist with seat belts, if necessary. 
• Parent must provide Federally approved safety seats for children in accordance with Ohio law.
• Children under 12 are free but must be accompanied by an adult.
• Seat belts must be worn at all times when riding in vehicles operated by OCTA.

At the time of scheduling trips, the reservationist will give the passenger a 30-minute pickup window. Passengers must be ready during that window of time. Passengers should wait where they can observe the vehicle’s arrival, and be seen by the driver.

When scheduling trips for employment or appointments, please consider the time needed to get from the drop-off point to your destination. We suggest requesting a drop-off at least 15 minutes prior to your appointment or clock-in time. Passengers are requested to limit carry-on packages/bags to five (5), or whatever can be managed comfortably by the passenger. Drivers may assist passengers with packages/bags, but are not required to do so. For the comfort, safety, and cleanliness of vehicles eating, drinking, and smoking are not permitted.

Please be sure driveways and sidewalks are clear of obstructions.

Approved By: Ottawa County Transit Board
Adopted as of November 13, 2025

Purpose
This policy provides guidance for handling situations involving disruptive passenger behavior on transit vehicles or property. The goal is to maintain the safety, security, and comfort of all passengers and employees, while ensuring compliance with the Americans with Disabilities Act (ADA) and Federal Transit Administration (FTA) requirements.

Policy Statement 
Transit service provided by Ottawa County Transportation Agency (OCTA) is available to members of the public and/or specific segments of the population served by this agency, including individuals with disabilities, in accordance with federal and state laws. Passengers are expected to conduct themselves in a manner that does not interfere with the safe operation of the vehicle, the safety of others, or the delivery of transit services. Passengers may be subject to corrective action, up to and including suspension of service, if their behavior is violent, seriously disruptive, or illegal.

Disruptive Behavior Definition 
Disruptive Behavior as related to this policy includes actions that interfere with the safe and orderly operation of Ottawa County Transportation Agency. These actions include, but are not limited to:

• Physical violence or threats toward passengers or employees.
• Harassment, intimidation, or discriminatory behavior.
• Actions that prevent the driver from safely operating the vehicle.
• Destruction or defacement of transit property.
• Behavior that creates an unsafe or hostile environment.

Behavioral Expectations 
Passengers must:

• Follow operator instructions at all times.
• Remain seated with a safety belt while the vehicle is in motion.
• Maintain personal hygiene that does not unreasonably interfere with other passengers’ use of the service.
• Refrain from using abusive, obscene, or threatening language.
• Avoid loud, unruly, or physically aggressive behavior.

ADA Considerations 
Disability-Related Behavior is defined as actions that may be related to a passenger’s disability or medical condition. Service will not be refused solely because an individual’s disability results in appearance, involuntary behavior, or communication difficulties. If disruptive behavior is the direct result of a disability, the agency will explore reasonable modifications or alternative strategies before considering suspension. ADA guidelines state that service may be denied if an individual poses a “direct threat” to the health or safety of others that cannot be eliminated by a modification of policies, practices, or procedures.

Corrective Actions 
Depending on the severity and frequency of the behavior the following actions may be taken:

• Verbal Warning: The operator informs the passenger of the specific behavior and the need to stop.
• Refusal of Service for Trip: If behavior continues and poses safety risks.
• Written Notice / Suspension: For repeated or severe incidents, a suspension of service may be issued, subject to the appeal process.
• Law Enforcement Involvement: For illegal acts, immediate threats, or violence.

Suspension Process

1. Written Notice: A letter will be provided to the passenger (and, if applicable, their guardian or advocate) describing the specific incident(s) leading to suspension, the duration of suspension, and the passenger’s appeal rights.
2. Appeal Rights: Passengers have the right to appeal within 10 business days of the notice. Service will continue during the appeal process unless there is an ongoing direct threat. Written notice of a final decision will be issued.
3. Reinstatement: Passengers may be reinstated earlier if they demonstrate that the disruptive behavior has been addressed.

Note: Suspensions will be established for a “reasonable amount of time” based on the severity of the issue. No warning is required if a passenger’s behavior is destructive, violent, or threatens the life of anyone on board the OCTA vehicle.

Operator Responsibilities 
Operators are to remain professional and avoid escalating situations. They shall document the incident with time, date, location, passenger name (if known), and details of behavior and report the incident to the Operations Manager and/or Director immediately.

Passenger Education 
A summary of this policy will be posted on the agency’s website and available in alternative formats upon request. It will also be provided to passengers upon suspension or request. Highlights will be incorporated into passenger rider guides, brochures, or other applicable documents as deemed appropriate.

References
Americans with Disabilities Act of 1990 (ADA) – 49 CFR Parts 27, 37, and 38. FTA Circular 4710.1 – Americans with Disabilities Act Guidance. U.S. Department of Transportation ADA Regulations.

Download Disruptive Passenger Policy

Download OCTA’s ADA Policy here.

Download the OCTA Employment Application here.