DOWNTOWNER – faq

DOWNTOWNER  FAQs

Updated 9/11/2024

WHAT IS THE DOWNTOWNER?

It is a FREE door-to-door, on demand taxi-van ride-share service within Carbondale limits. It is basically a free taxi!

WHO CAN USE THE SERVICE?

Able-bodied or not, young or old. ANYONE over 12 years old can travel on their own. Children younger than 12 must travel with an adult.

CARSEATS FOR BABIES AND TODDLERS ARE AVAILABLE FOR USE UPON REQUEST at the time of your reservation.

Dispatchers do speak Spanish. Each of 2 regular vans can take up to 10 people at a time for a shared ride. The capacity of the 3^rd wheelchair accessible van depends on the number and size of wheelchairs being transported.

WHAT ABOUT ACCESSIBILITY?

At least one of the 3 vans can accommodate wheelchairs &/ or larger walkers &/or strollers that do not easily fold.

The lift on the wheelchair accessible van has a load capacity of 1500 lbs. They can handle most power wheelchairs, but some mobility scooters are too large and may not be able to fit. If you anticipate bringing your scooter, find out the weight and length of the scooter ahead of time, call and ask if they can handle it.

At this time, the regular van does not yet have adapted steps, but they DO have a portable step stool. Drivers will assist passengers who need it.

WHEN IS IT IN SERVICE?

Weekdays 7AM to 10PM and weekends 9AM to 10PM, holiday or not, rain or shine or sleet or hail or searing heat.

WHERE DOES IT GO?

From anywhere to anywhere within Carbondale town limits. (NOT Missouri Heights or Satank or Willits or the rodeo…….) You do need to know the specific address of your pick-up point and your destination.

*At this time, there is a restriction on trips to and from the schools. There is a concern that students will use the Downtowner as a substitute for the school bus.

IF YOU ARE A PARENT OR A STAFF MEMBER NEEDING A RIDE TO A SCHOOL, YOU CAN SEND AN EMAIL REQUEST AHEAD OF TIME TO DISCUSS YOUR NEED AND GET PRE-APPROVAL. At this time, students needing rides home from after-school activities should also ask for approval.

THE CONTACT IS MIKE FISHER,  MFISHER@RIDEDOWNTOWNER.COM

Your concerns about this policy are of interest to the administration. Your respectful input is appreciated.

Until there is a change in policy, if you need to go to a school and you do not have pre-approval, you might want to look up the address of the closest property to the school, request a ride to/from there and walk.

HOW DO I GET A RIDE?

You can download the DOWNTOWNER app on your phone, OR simply call 970-504-0054 and speak to a live person in English or Spanish. The service is the same either way. The app does include access to a town map showing the geographical limits of service.

Each reservation is 1 way. Return trips need to be requested separately at the time of need. 

Messages cannot be left on the phone after hours.  Rides cannot be booked in advance. Riders can only book rides at the time they require them.

You do not need to provide any information other than your name, telephone number, where you want to be picked up, where you want to be dropped off. No need to show an ID or have a credit card.

If there is some difficulty for the driver finding you, the driver will contact you by phone and they may ask for a landmark, building number, etc. However, at this time, that phone call WILL NOT BE identified as a Downtowner driver.  Only the driver’s phone number will be displayed. So, if you are waiting to be picked up, you should answer any incoming call.

WHAT IS THE USUAL WAIT TIME?

When you request a ride, you will be given an estimated time of arrival, usually 5 to 10 minutes. If you need to arrive at a certain time, allow a buffer just in case there is a longer wait than expected. Please note that rides may be shared with other passengers.

WHAT ABOUT LUGGAGE OR PACKAGES?

Most of the time, a few packages are of no problem. If you have large or multiple packages, you should mention this when you request the ride. Depending upon the number of people on the van, you may not be able to bring anything that takes up a lot of room, but they will do the best they can to accommodate.  There is a lost and found service. Check your app or call the dispatcher.

At this time, there are no bike racks on the vans.

CAN ANIMALS RIDE?

Certified service dogs are always allowed on board.

NON-SERVICE ANIMALS THAT ARE CLEAN, LEASHED AND WELL BEHAVED  CAN ALSO BE ACCOMMODATED.  AT THE DISCRETION OF EACH DRIVER, A NON-SERVICE ANIMAL CAN BE DENIED SERVICE. At the time of your requesting a ride, you should mention your intention to bring an animal. Cats should be crated or otherwise contained.

WHAT KIND OF VEHICLES ARE PART OF THE SERVICE?

There are 2 vans with a 10 person capacity each. You CAN request a ride for a group of 10 or fewer but you cannot reserve in advance.

There is one wheelchair accessible van. The capacity of that van depends on the type of wheelchairs that are travelling. At this time, vans are gas-powered.

WHAT ABOUT TIPPING?

Tipping the driver is never expected, but if you feel the driver has done a great job, you are more than welcome to show your appreciation with a tip. They ARE permitted to accept a tip, but not to ask for one. Sending reviews about your experience through the app is also appreciated.

WHO IS PAYING FOR THIS?

Contracting the Downtowner is a collaboration between the Town of Carbondale and RFTA. You may want to consider attending Board of Trustee meetings where Downtowner policy and concerns are discussed. Your input is essential to keeping this service.

HOW CAN WE JUSTIFY THIS EXPENSE?

Like it or not, Carbondale is growing fast and there is no getting around it. Use of Downtowner and WeCycle can help us grow more responsibly and safely. With the increased population, increased businesses and construction, we are struggling to keep up with increased traffic management infrastructure needs. While we work on that, we need to be intentional about minimizing the need to drive and to find a parking spot. If people are encouraged to use these free services more, we will be addressing all of the following complicated issues associated with our growth;

• Traffic backups may be reduced.
• The need for more and more parking spots can be reduced.
• Emissions can be reduced.
• Older and younger folks who should probably not be walking home in the dark will be safer.
• Folks will be able to avoid riding bikes on the icy streets.
• We can reduce the number of drunk and high drivers on the streets.
• We can reduce the number of drivers who should probably not be driving. Without the Downtowner, disabled &/or older drivers have no other way to get around and be community participants. Maybe they should not be driving, but they are ready, willing and able to enjoy the community and all it has to offer. This means improved independence and quality of life and self-esteem. The increasing population moving here includes more and more retirees and folks with disabilities.
• People can get around town even when their cars are not working well.
• People recovering from medical problems can follow their therapists’ advice and get out for a walk. They don’t need to worry about having the stamina to get home.
• Moms with little ones in the stroller &/or in a backpack can get the shopping done and know they have a ride home.

FEEDBACK PLEASE

Please be patient. We should expect some initial glitches and “growing pains”.

This service is on a trial basis for 6 months. It will be discontinued in December 2024 if we do not demonstrate that it is needed / wanted. Use it or lose it.

If we can prove that we need and want this service, in December there will be discussions about making this permanent. There will also be opportunities for community conversations about potential adjustments. Already being considered is replacing the 3 gas-powered vans with all-electric vehicles. They will be likely to be installing adapted steps, as well.

 If you have other questions / concerns / suggestions, email Anna and share your thoughts. We can help guide the model of this emerging service if we bother to give both positive and negative feedback in a respectful way.

• Anna Ramirez, Public Information Officer / IT Liaison, Town of Carbondale O.

970-963-2733                            aramirez@carbondaleco.net

AFC is also happy to hear about your positive and negative experiences. We will pass them on .

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This is a sampling of some shared anecdotes from folks already using this service.

• I didn’t think it was going to rain, but mid-run, it was suddenly very windy, and the skies opened up. I was too tired and wet to enjoy a run back, so I called for a ride.

• With a toddler in a stroller and an infant in her backpack, a young mother walked to City Mkt. She did her shopping and used the Downtowner to get home with all her packages. The stroller was no problem to manage and the kids thought the ride was fun.
• My granddaughter and her friend were to get out from the movie after dark and knew they wouldn’t feel comfortable walking back in the dark. They planned on using the Downtowner and had no problem with it.
• My parents should have given up driving a while ago. Reaction time, peripheral vision are not what they used to be. They still enjoy all the things that Carbondale has to offer. They hated asking for rides all the time and had no other way to get around town, so they still were driving. The Downtowner has been the blessing we needed to help them agree to give up the keys to the car.
• The RFTA Circulator does not go to any of the places I need to go. I have been riding a tricycle to most places but I am slow and tire more easily than I used to. I am so grateful for this service.
• My teenage son decided not to stay at a party for as long as we had planned. We were not able to pick him up and he called Downtowner.
• Our daughter’s bike tire went flat and she was too tired and sore to walk home after baseball practice. She locked up the bike and called for a ride.
• My out-of-town guests became separated from our group and got lost trying to walk home. They called for a ride and met us at home.
• I had too much to drink at the restaurant. I didn’t feel safe driving home, so I called for a ride and picked up my car the next day.
• The physical therapist told me to heal my injury with ever-increasing walking…. but after a few blocks my ankle was just too painful. I sat on a rock and called for Downtowner.
• I take the RFTA bus from my job in Aspen. I have been walking home a mile+ from the Park and Ride, but most days I am exhausted. I have been arriving home very grumpy. Downtowner makes my family happy to greet me!
• I teach older students with “Special Needs”. We have incorporated use of the Downtowner into our “community independence” lesson plans. Some students are learning how to request a ride, find locations on the map and to be a good passenger. (This anecdote is paraphrased from a 1^st Friday-on-the-street conversation.)

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Reported GLITCHES, concerns and requests so far: 

1. Driver’s phone’s need to be identified as DOWNTOWNER numbers so passengers waiting for a ride will actually pick up the call. Right now they come up as potential spam calls.
2. Vehicles should be fully electric.
3. All the vans need accessible fold down steps with 2 handrails.
4. Once the pilot program is over, could we have local dispatchers who are actually familiar with Cdale? Some dispatchers insist on addresses with a number. We cannot ask for a ride to 3^rd and Sopris or to the cemetery or to Town Hall….but need a numbered address. This info is difficult to provide for some folks, especially guests.
5. Some folks would use the service more if there was a bike rack on the van.
6. Understandable that we do not want this service abused by school kids oversleeping and missing the bus. However, school staff may need a ride when a car or bike is broken. Parents may need a ride to school games or plays or teacher conferences. Students may need a ride home from after-school activities when there is no bus. Parents may need to pick up kids early from school. Also please realize that Bridges High School shares a building with the school district admin offices.  Preventing all these folks from taking advantage of this service because we anticipate abuse, seems inappropriate. This policy impacts a lot of people.

Surely we can modify the policy to include as may destinations in town as possible. Meanwhile, perhaps dispatchers can suggest addresses adjacent to schools.

• Can we get RFTA to discontinue the Circulator and apply the money saved to this service? The Large buses are almost always empty and do not go most of the places people need to go (library, 3^rd Street, church, schools and parks…). Seems like a giant waste of money and effort.

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