Fequently Asked Questions

FCT is a curb-to-curb service. Please wait at the curb at the estimated pick-up time. When curb pick-up is not feasible, due to inordinate situations such as inclement weather, etc., the driver will honk and wait five minutes. If you have not boarded the vehicle in five minutes; you will be considered a no-show. See no-show section for more information. Drivers will only be allowed in the common area of facilities, and are never allowed to pass the threshold of your home.

Please consider this when waiting for a pick up.

When boarding the vehicle.

Curb-to-curb service means that we pick up passengers at the curb rather than at an entrance. If additional assistance is needed, door-to-door service can be arranged on request. FCT drivers are never allowed to enter a residence.

Guthrie to Guthrie trips are requested to have an hour notice. Other areas in Logan, Lincoln and Payne County customers are encouraged to schedule at least 5 business days in advance whenever possible. Out-of-town trips require notice because they are based on vehicle and schedule availability. Same-day or short-notice requests are not guaranteed, but FCT will try to fit them into the schedule when possible. Please call the business day before your ride to verify the trip details. Weekly schedules may be arranged by contacting the FCT office.

FCT driver will wait five minutes after the scheduled pick up time, unless your transportation was arranged through Modivcare/SoonerRide. Contact

Modivcare/SoonerRide for their requirements.

Cash, or you may purchase a pass through one of our Pass Options.

The driver will contact you the night prior to your appointment. If you do not receive a call please contact the office the morning of your appointment. If your appointment is prior to our office opening then contact the office the night prior to your appointment.

877.404.4500

All vehicles have a HEPA filter operating while the vehicle is operating. This filter has a UV light as well as a filter inside the system.

All vehicles have a hand sanitation station for your use, drivers have sanitizing spray as well, which is used to spray the interior of the vehicle.

Requests are handled based on the existing schedule, service area, vehicle capacity, and the order in which confirmed rides were arranged. Advance scheduling improves the chance that FCT can meet your requested time, but all service remains shared ride and subject to availability. 

If you have any questions that we have not answered feel free to contact our office. (405) 282-6000 or 1-888-876-5591

You may file a complaint with any of the following persons via email, or written notification. 

Chris Hirzel, President
or Melissa Fesler, Director

Post Office Box 1512
Guthrie, Oklahoma 73044

melissa.trolley@yahoo.com

trolleydispatch@yahoo.com 

All complaints will be reviewed, and the complaint process followed depending on the type of issue being addressed. All complaints must be in writing. Please note that complaints will not affect your transportation service. 

Customer feedback is always welcome and appreciated. First Capital Trolley takes pride in providing our customers the highest quality service attainable.

FCT may use progressive corrective action when a customer repeatedly fails to follow reservation requirements, no-show and cancellation procedures, fare requirements, safety rules, or standards of conduct. Each incident will be reviewed individually. FCT will consider the seriousness of the conduct, the customer’s trip frequency, previous incidents, corrective efforts, and whether the circumstances were within the customer’s control. 

Level 1 - Verbal Notice and Education: FCT will explain the policy concern, document the contact, and provide the customer an opportunity to correct the behavior. 

Level 2 - Written Warning: If the concern continues or a more serious violation occurs, FCT may issue a written warning identifying the incidents, the policy involved, the expected correction, and the possible next level of action. 

Level 3 - Short Suspension: Continued noncompliance after warning may result in a suspension of up to seven (7) calendar days. The customer will receive written notice stating the specific reason, proposed dates, and appeal instructions. 

Level 4 - Extended Suspension: Repeated violations after a prior suspension, or a serious violation that does not require immediate removal, may result in a suspension of up to fourteen (14) calendar days.

 Level 5 - Final Suspension or Discontinuation of Service: A continuing pattern of policy violations after prior corrective action may result in a suspension of up to thirty (30) calendar days. Longer-term discontinuation of service may be considered only after administrative review, written notice, an opportunity to be heard, and a final written decision. Any restriction will be limited to what is reasonably necessary to address the behavior or safety concern.

 Immediate Action: FCT may bypass progressive levels and immediately refuse or suspend service when a person engages in violence, credible threats, physical or verbal assault, seriously disruptive conduct, illegal activity, deliberate damage, possession or use of a prohibited weapon, or behavior that creates a direct safety risk. Law enforcement may be contacted when appropriate. 

ADA and Circumstances Beyond the Customer’s Control: A customer will not be penalized for missed trips, late cancellations, or other incidents caused by circumstances beyond the customer’s control, including FCT error or excessive lateness, sudden illness, emergency, severe weather, or another documented circumstance that could not reasonably have been prevented. FCT will evaluate whether the record shows an intentional, repeated, or regular pattern rather than an isolated incident.

 Notice and Appeal: Before a non-emergency suspension or discontinuation becomes effective, FCT will provide written notice describing the specific incidents and proposed action. The customer may dispute the facts, provide additional information, request a reasonable modification, or appeal the decision by telephone, in writing, or in person. Service will continue during a timely appeal unless an immediate safety threat requires temporary restriction. The appeal will be reviewed by a person who did not make the original decision whenever practicable.