Customer Service Promise

Customer Promise

We appreciate that you choose to ride RTA. In an effort to provide you excellent service, we pledge to honor the following promises:

Your right to safe service

Your safety is our top priority. If we are not performing to your standards, please Write to the Top. A member of the RTA Senior Management Team will respond.

Your right to courteous, clean, accessible, and dependable service

Simply put – you deserve the best. If you find our service less than adequate, please Write to the Top. A member of the RTA Senior Management Team will respond.

Your right to be heard

We promise to make your issues count. If you have concerns regarding service, write to the appropriate person below and he or she will respond.

For Customer Support: Please visit Customer Support; To speak to someone call 937-425-8383.

Your right to on-time service

If your service is early or delayed more than 30 minutes, your ride is on us. "We guarantee it!"

Your right to be notified of significant service delays

If your bus is on Alert Status, updated service information will be made available at the following locations: Current Alerts; Customer Support line 937-425-8300 option 1; or sign-up for RTA Alerts delivered direct to your email, phone or pda at Stay Connected!

On Time Service Guarantee

RTA riders expect timely service and we promise to meet your expectations. If your service is early or delayed more than 30 minutes, we'll give you a complimentary fare.

The RTA On-time Service Guarantee is based on the following terms and conditions. If any portion of your trip is early or delayed over 30 minutes, you are eligible for a complimentary fare. To redeem your complimentary fare, you must submit a claim within 10 days of the occurrence.

RTA has 10 days to validate your claim. You can file a claim by visiting i-riderta.org/claimform or by completing an On Time Service Guarantee Claim Card. Claim Cards can be picked up from a RTA Transit Ambassador or an RTA Transit Center: Wright Stop Plaza, East, West, South and Northwest. Claim Cards can be given to any Transit Ambassador or you can mail to: RTA On-time Service Guarantee Claim, 4 S. Main Street, Dayton, Ohio 45402.

Pursuant to the ADA regulations on RTA Project Mobility Services, the "window of service" requirements apply to scheduling and pick-up.

The RTA On-time Service Guarantee does not apply to delays due to acts of nature, power outages or events beyond the control of RTA.