Ridership Policy

First Capital Trolley (FCT) employees, upon hiring, have a clear Motor Vehicle Record (MVR), clear Criminal Background, and no crimes against Children or Senior Citizens. 

Each (FCT) driver is trained in Defensive Driving, Wheelchair Securement, physical ability to perform duties, Passenger Assistance and Safety Sensitivity Training, CPR and First Aid. 

Each FCT staff member receives training on a regular basis. A review of each driver’s background is done on an annual basis.

Drivers will offer assistance in getting on and off the vehicle but cannot physically lift or carry passengers. 

Most of our vehicles have ramps or lifts and can be used as physically needed. 

All passengers are required to wear seat belts or be properly secured. 

Driver can only make change for $10.00. 

Drivers arriving before scheduled pick up time will wait until the scheduled pick up time plus five (5) minutes before leaving, if you do not board your trip will be considered a no-show. Please review no-show policy. 

Drivers are not allowed in homes or beyond common areas of public buildings.

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. 

Customers are encouraged to schedule transportation prior whenever possible. Reservations are accepted based on vehicle capacity, service area, staffing, trip length, and previously scheduled rides. 

Short-notice ride requests may be accepted; however, transportation is not guaranteed. First Capital Trolley (FCT) will make a reasonable effort to fit the requested ride into the existing schedule when space and time are available. A requested pickup time is not confirmed until dispatch has accepted and scheduled the trip. 

Customers should call the FCT office on the business day before the scheduled ride to verify the pickup date, estimated pickup time, destination, mobility needs, and return-trip information. Failure to call for verification does not automatically cancel a confirmed ride, but verification helps prevent scheduling errors and missed transportation. 

Customers must notify FCT as soon as possible of cancellations, appointment changes, address changes, additional passengers, personal care attendants, service animals, or mobility devices. Frequent last-minute changes, avoidable late cancellations, no-shows, fare violations, or conduct violations may result in progressive corrective action under the Service Suspension and Removal Policy. 

During severe weather events, previously scheduled trips may be delayed, modified, or canceled if roadway conditions become unsafe. Advance reservations do not guarantee service during declared weather emergencies or hazardous travel conditions.

The safety of our passengers, drivers, and the public is First Capital Trolley's highest priority. During severe weather or hazardous road conditions, transportation services may be delayed, modified, or suspended.

Service during Inclement Weather

First Capital Trolley continually monitors weather forecasts, road conditions, and emergency advisories issued by the National Weather Service, Oklahoma Department of Transportation, Oklahoma Highway Patrol, and local emergency management officials.

Depending on conditions, First Capital Trolley may:

• Operate on normal schedule.

• Experience delays due to road conditions.

• Limit service to primary roads that have been cleared and deemed safe.

• Suspend service in affected areas.

• Cancel service for all or part of the day when conditions present an unreasonable safety risk.

Customer Responsibilities

Passengers should:

• Call the First Capital Trolley office before their scheduled trip when severe weather is expected to verify service availability.

• Be prepared for longer travel times during inclement weather.

• Keep sidewalks, driveways, ramps, and walkways reasonably clear of snow, ice, standing water, debris, or other hazards.

• Be ready to board the vehicle when it arrives.

Drivers will not be required to enter areas they determine to be unsafe due to ice, flooding, snow, mud, fallen trees, blocked roadways, poor visibility, or other hazardous conditions.

Driver Authority

Drivers have the authority to determine whether a pickup or drop-off location can be accessed safely. If conditions are unsafe, the driver may:

• Relocate the pickup or drop-off to the nearest safe location.

• Delay service until conditions improve.

• Decline service when continued operation presents a safety hazard.

These decisions are made in consultation with dispatch whenever practical.

Medical Appointments

While First Capital Trolley understands the importance of medical appointments, weather conditions may prevent transportation from being provided safely. Customers are encouraged to notify their healthcare provider if severe weather affects their scheduled transportation.

No-Show and Late Cancellation Exceptions

Customers will not receive a no-show or late cancellation when transportation cannot be completed because of:

• Severe weather

• Road closures

• Flooding

• Ice or snow

• Natural disasters

• Other conditions beyond the passenger's control

Likewise, delays or cancellations caused by First Capital Trolley due to hazardous weather will not affect a customer's standing under the No-Show Policy.

Service Restoration

Service will resume as soon as roadway conditions are considered safe for public transportation operations. Service restoration may occur in phases based upon road conditions, staffing availability, and emergency response activities.

First Capital Trolley offers a variety of passes. The type of pass will depend on what type of service(s) you need. 

First Capital Trolley offers weekly passes. This is for those traveling from one town to another for a minimum of three days, to and from the same destination. This service must be paid on the first day of transport for the week. Missed trips and changes cannot be made once the week has begun for the discount. 

Ridership passes are offered in increments of $10, with the purchase of these passes FCT will add 10% to the amount purchased. 

Customer Appreciation passes are drawn monthly. These are given to the person drawn for the month with a value of $50. Ask your next driver for a drawing slip. You are eligible to enter each time you ride a service in which you pay a fare. 

Call the FCT office for more information.

First Capital Trolley rules of conduct are listed below. These rules are enforced to ensure safety of passengers and drivers. Violation of any rules may result in suspension of service. 

1. Abusive, threatening, sexual or obscene language or behavior will not be tolerated. This includes passengers and drivers. 

2. Removal or refusal to wear a seat belt. (If you are requesting medical  accommodations these must be approved prior to transport. A medical certificate, as well as a signed Duty to Inform document will need to be signed and on file.) 

3. Deliberate fare evasion 

4. Driver and passengers must maintain acceptable standards of personal hygiene. 

5. Eating, drinking or smoking on vehicles is not permitted. Eating or drinking exceptions may be made for medical purpose. 

6. Weapons, firearms, explosives or corrosive liquids are not allowed on vehicle. 

7. Please remember that service animals are working. Do not pet or try to talk to these animals. Passengers riding with service animals are required to keep the animals off seats. It is the service animal’s owner’s responsibility to keep animals away and restrained from other passengers. 

8. During certain health circumstances FCT will require the use of face masks or shields. We observe the requirements from the Federal Transit Safety Administration to decide these guidelines. 

9. Driver Distraction and Disruptive Behavior: Passengers shall not yell at, argue with, or engage the driver in disruptive or excessive conversation while the vehicle is in operation. Passengers must refrain from giving unnecessary driving directions, making repeated demands, or engaging in behavior that distracts the driver from safely operating the vehicle. 

IMPORTANT NOTICE! Any rider engaging in physical or verbal assault or any illegal behavior will be subject to immediate suspension, and possible criminal prosecution.

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.

When planning your trip please remember that First Capital Trolley is a shared ride public transit. You should expect other passengers to be picked up or dropped off at any time during your trip.

You are welcome to travel with your service animal. Please inform the dispatcher when scheduling your ride that you will have a service animal, how many, type accompanying you.

Children 9 and under: Will not be transported without an adult (someone above 18). 

Children between the age of 10 and 18: Must have a parent or guardian (person above 18) parental form turned into the office. 

Passengers must provide their own car seats or booster seats when required by law. All vehicles have a yellow line which denotes by height whether a child needs to have a booster seat. Anyone below the yellow line will be required to have a booster seat. 

All parental forms must be updated annually.

Personal Care Attendants (PCA) are welcome to accompany passengers needing additional assistance. PCA’s may ride free of charge. Please inform dispatch when scheduling your transportation that you will have a PCA assisting you.

If the vehicle has arrived at the requested pick up location and time, and has waited an additional five (5) minutes and you have not boarded the vehicle, you will be considered a no show. If you request a return pick up, you will be put back at the end of the call list and the vehicle will return as soon as all prior pick ups are completed.

 FCT will review no-shows and late cancellations to determine whether they establish an intentional, repeated, or regular pattern or practice. The review will consider the number of trips scheduled, the percentage of trips missed, the customer’s riding frequency, dispatch records, call logs, and vehicle GPS information. Trips missed because of circumstances beyond the customer’s control or because of FCT error or excessive lateness will not be counted against the customer.

 When a pattern or practice is established, FCT may apply the progressive levels in the Service Suspension and Removal Policy. Before suspension, the customer will receive written notice identifying the specific trips involved, the proposed action, and the right to dispute or appeal the decision. Each scheduled trip will be evaluated separately, and a missed outbound trip will not automatically cancel a later return trip unless the customer cancels it.

 Passengers are expected to schedule transportation in good faith. A repeated pattern of scheduling rides and then canceling those rides may be considered disruptive conduct when it interferes with efficient scheduling, vehicle availability, or the ability to serve other passengers.

Mobility Devices must fit inside the dimensions of the ramp of our vehicle. The width of the vehicle ramp is 30 inches wide. FCT may be unable to accommodate mobility devices larger than these dimensions. Contact our office if dimensions are greater so we may be able to better assist you.

 When scheduling your transportation please inform the dispatcher which type of mobility device you are using. This will assist in scheduling the correct vehicle for you. 

All mobility devices must be secured on all four points, lap and shoulder belt.

All mobility devices must be in a forward-facing position.

Pets may travel only if the animal is in a properly secured cage or container that will not allow the animal to endanger passengers. It is the responsibility of the pet owner to ensure the animal is under control and off seats at all times while on the vehicle.

Consideration of other passengers should be upheld at all times.

FCT Director reserves the right to refuse service to any non-service animal at any time.

First Capital Trolley is not responsible for lost or damaged items.

If you leave something in the vehicle please call the FCT office as soon as possible. All lost items are placed in our lost box for 90 days.

Q: Where should I wait for pick up?

 A: 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.

 Q: When do I pay for my ride?

 A: When boarding the vehicle.

 Q: What is curb to curb service?

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

 Q: When should I call to schedule my ride?

 A: 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.

 Q: How long will the driver wait for me?

 A: 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.

 Q: How do I pay for my ride?

 A: Cash or you may purchase a pass through one of our pass options.

 Q: How do I know when they are going to pick me up if I had my appointment scheduled through Modivcare/SoonerRide?

 A: 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.

 Q: What is the number to Modivcare/SoonerRide?

 A: 1-877-404-4500

 Q: Are the vehicles sanitized and safe to travel in?

A: 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.

 Q: Why do I have to wait when I call?

 A: 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.