It is the mission of Central
Texas Rural Transit District (City And Rural
Rides) to design, implement, and maintain an
efficient and effective transportation system
for residents of Brown, Callahan, Coleman,
Comanche, Eastland, Erath, Nolan, Runnels,
Shackelford, Stephens, and Rural Taylor
Counties. In order to accomplish this, policies
and procedures must be implemented to ensure
safe, fair, and consistent rides for all
For your convenience, you may
access the complete Passenger Handbook by
It is requested that passengers notify the dispatch office of any necessary cancellations at least two (2) hours prior to the scheduled trip. This allows the dispatch office to reassign that time to another passenger whose service request was previously denied. A cancellation is considered “late” if it is made less than two (2)
hours prior to the trip (example: after 7:00 a.m. for those trips scheduled before 9:00 a.m.)
To encourage proper
and timely cancellations,
cancellations will be
treated as no shows if not
called within the time frame
No Shows – Central Texas Rural Transit District has implemented a No Show Policy for its Public Transit System known as City And Rural Rides (C.A.R.R.). A no show is defined as any instance in which a passenger does not keep their scheduled
ride and fails to notify the C.A.R.R. office at least two hours prior to scheduled pick up time. Implementation of this policy has become necessary due to the rapidly increasing number of no shows. We have determined that no show trips affect not only the transit system, but also other customers. Our drivers make every effort to pick up all passengers on a timely basis, and when one of our customers is not there the drivers are required to spend time seeking out the person. This delay has caused our drivers to fall behind their anticipated daily schedules and has caused unnecessary delay for other passengers attempting to get to their scheduled destinations.
If a passenger no-shows from his/her origin, C.A.R.R. will not return to complete the trip. If a passenger later determines that they need a return trip, then they must call C.A.R.R.
to attempt to schedule. C.A.R.R. will attempt to return at the earliest time possible, within service hours, depending upon vehicle availability. No guarantees of return are made. The General Manager or his designee reserves the right to authorize a driver to return for a pick up if circumstances warrant.
The No-Show Policy for all Public Transportation customers will be as follows:
a) Two no-shows within a one month period will result in a letter of notification and the passenger being placed on no-show status.
b) A third no-show within a one month period will result in a review of past services provided and a customer’s record on no-shows. This review could result in a letter of notification that riding privileges on City And Rural Rides has been suspended.
c) If determined preventable, no-show will result in suspension of services for 1 week.
d) A second occurrence of three no-shows within a one month period will result in a 2 week suspension.
e) A third occurrence of three no-shows within a one month period will result in a month suspension.
f) Suspension periods cannot be split or otherwise divided or altered without approval by the General Manager.
g) No-shows for billed customers will be submitted to funding source for reporting purposes.
If inclement weather exists, CTRTD may with approval of the General Manager, reschedule or cancel service. Employees are to report to work unless otherwise informed by Dispatch or direct supervisor. CTRTD will attempt to inform passengers by using local radio stations, television stations, and through IVR callouts.
Keep current on
weather conditions, which may
affect C.A.R.R. services
If streets are
icy, allow additional travel
Avoid delays by
being on time and having correct
Clean footwear of
mud and slush before boarding so
it does not gather on the steps
and floor of the bus, causing
danger to others.
Wait until the
bus comes to a complete stop
before leaving your seat and
At all times,
watch your step, wear your
seatbelt, and wear appropriate
Weather Passenger Guide
rainstorms, thunderstorms, and
icy roads can affect C.A.R.R.’s
service. The following may occur
any time hazardous road
Travel time may
Bus service on
less traveled streets,
especially those not sanded, may
In case of severe
weather, the General Manager may
approve all passengers to be
taken home immediately.
If passengers are
not able to get to vehicle prior
to severe weather arriving,
passengers will be asked to
remain in facility until severe
weather has passed.
If vehicle is
caught in severe weather then
the driver will make every
attempt to get to the nearest
safe area and have passengers
exit the vehicle until severe
weather has passed.
care providers are responsible
for ensuring that passengers are
properly dressed for their ride.
Bus operators will not assist
passengers with their clothing.
This includes proper coats,
hats, gloves, and footwear.
C.A.R.R. serves a large diverse population of individuals with varying ages (children, teenagers, adults, and elderly), physical challenges, economic and financial status, and ethnic backgrounds.
Central Texas Rural Transit District shall ensure that no person shall be excluded from the participation be denied the benefits of, or otherwise be subjected to discrimination under any program or activity undertaken by CTRTD, solely by the reason of his/her race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. CTRTD assures full compliance with Title VI of the Civil Rights Acts of 1964, the Civil Rights Restoration Act of 1987 and related statutes and regulations in all programs and activities.
It is our intent to provide courteous and professional services to the general public. If a person has a complaint they may follow the complaint/grievance procedures.
As a recipient of Medical Transportation and Public Transportation funds, administered by the Texas Department of Transportation, CTRTD hereby attests that it will abide by the eligibility guidelines and service priorities, as stipulated and set forth in the Agency’s Contracts.
Any person who believes they have been denied the benefits of, excluded from participation in, or subject to discrimination on the grounds of race, color, or national origin by CTRTD has a right to file a formal complaint. For more information regarding Title VI Civil Rights or to request a Title VI Complaint Form, please call 1-800-710-2277 or visit www.cityandruralrides.com.
In the event of a public transportation complaint, the complainant should contact the Administrative office at (325)625-4491 or 1(800)710-2277 or by mail to P.O. Box 712, Coleman, TX 76834.
Upon receipt of the complaint, the C.A.R.R. representative will request written detail of complaint or take an oral statement from the complainant. The complaint should include details regarding the situation: I.E. date, time, driver, problem, etc. All complaints or statements should be signed or if by telephone the actual complainant should be the person that calls. Complaints received by telephone will be investigated and resolved prior to ending the call. A written response will not be required if complainant is satisfied with the resolution. The General Manager will be notified upon receipt of all complaints, and the Operations Manager or an assigned staff member will conduct an investigation into written complaints. Upon completion of the investigation, a decision regarding the complaint will be rendered and a written response issued to the complainant no later than ten days after receipt of the complaint. A copy of the complaint and action taken will be forwarded to the funding source offices as required, and a copy will be kept on file at the CTRTD Administrative Office.
In the event the complainant is not satisfied with the decision and action taken by the Operations Manager, the complainant should notify the General Manager in writing at the below listed address.
J.R. Salazar, General Manager
Central Texas Rural Transit District
City And Rural Rides
P.O. Box 712, Coleman, Texas 76834
The General Manager will review all information regarding the complaint and shall have the discretion to form an impartial panel of reviewers to assist him – comprised of: Transit District Board members, or public and private social service representatives.
Following a review of the complaint, the General Manager shall inform the complainant of the findings of the review panel or his decision and action taken regarding complaint. A decision regarding the complaint will be rendered and a written response issued to the complaint no later than ten days after the General Manager receives the complaint.
Additional Complaint Information
Medical Transportation under HHSC:
Customers must contact HHSC at 1-877-633-8747, Monday thru Friday, 8:00 a.m. – 5:00 p.m.
Contributions to CARR
Rural Transit District (CTRTD) / City And Rural
Rides (CARR) offers General Public
Transportation in eleven counties.
We are able to keep our rates affordable for the
General Public through various grant
opportunities offered by the Texas Department of
Transportation as well as the Federal Transit
Administration. However, most of these grants
require a local match to show community support
for the transportation services made available.
If you and/or your organization would like to
make a contribution to count towards a local
see the form attached to this page.
If you have any questions or concerns or would
like a representative from CTRTD to speak to you
and/or your organization regarding the services
and program we offer in your area, please feel
free to contact us at any time. We look forward
to continued community partnership and thank you
for all that you do in assisting the public!
Code of Conduct***
convenience, you may
download the CARR Code of