Our customer policies came into effect in 2023 with the formation of the Downtown Area Shared Hubs Program, “DASH”. We have updated these policies to ensure that clarity is provided to customers, reflect advancements in technology, and the modernization of our service delivery model. The policy updates are consistent with neighboring transit agencies and furthermore promote the health and safety of customers.
Respectful behavior is expected of all customers and DASH employees. Acts of aggression, intimidation, or harassment will not be tolerated. Those who act in such a manner will be asked to leave DASH property, including vehicles. All interactions between customers and DASH employees are subject to an escalation process:
-Level 1: Verbal reminder to customer that behavior is unacceptable.
-Level 2: Cease and Desist notification outlining customer expectation that their behavior is unacceptable, all correspondence to be transmitted through electronic mail, last chance prior to suspension of service.
-Level 3: Suspension of DASH account for 30 days. Should unacceptable behavior continue once the account is reinstated, the account will be further suspended for an additional 60 days.
All passengers should be mindful and aware that people with disabilities may be travelling on DASH service. This includes both visible and invisible disabilities. When travelling, all persons shall:
-Allow passengers using mobility devices to board the vehicle first and exit the vehicle last. This may be referred to as the “First On, Last Off Policy.”
All persons using the DASH service are expected to:
-Pay a full and valid fare.
-Provide proof of payment if requested.
-Wear shoes, boots, sandals, or other similar footwear.
-Be fully clothed.
-Use earphones when operating any radio, recording device, digital music, or audio device, musical instrument or similar device, and ensure that the sound level does not disturb other passengers or DASH employees.
-Carry all litter off DASH vehicles, and dispose appropriately.
-Not place feet or shoes on seats or laying down on seats.
-Not smoke, carry a lighted cigar, cigarette, pipe, or other tobacco product, or any other lighted smoking equipment or material.
-Not consume alcohol while onboard.
-Not cause a disturbance with profanity, gestures, fighting, or offensive behavior.
-Not conduct themselves in a manner that creates public indecency.
-Not interfere with or obstruct a DASH employee or contractor from performing their duties.
-Not use profane, abusive, indecent, foul, insulting or obscene language or behaviors.
-Not loiter in vehicles.
-Not store, keep or accumulate for future use, objects in vehicles or a stop shelter, unless otherwise authorized by DASH employee.
No person using DASH shall enter the vehicles while in possession of:
-A firearm, air gun, air rifle, pellet gun, pellet rifle, gas-charged gun, gas-charged rifle, imitation firearm, an offensive weapon, or a prohibited weapon; or
-Explosives, pyrotechnical material, flammable material, offensive or toxic material, or any other dangerous thing, object, or material.
Passengers are permitted to take photos and/or record videos for personal use
-While taking photos and/or recording videos, the passenger is prohibited from interfering with the safe operation of a vehicle, flow of pedestrians, or any DASH employee during the course of their work.
-Individuals and organizations taking photos and/or recording videos for commercial use involving DASH staff, vehicles or property must receive prior written authorization from DASH.
-Photography, filming, or video recording of DASH staff during the normal course of their duties is strongly discouraged.
Parents and/or guardians are solely responsible for ensuring their children can independently use the transit system before permitting their child, aged 17 or younger, to travel unattended when using DASH services.
If you see something, say something
-If a customer or passenger observes a suspicious package that is left on the vehicle, please notify a DASH staff member immediately. Do not attempt to open or handle a suspicious package, and discourage others around you from going near or handling the package.
-If a customer or passenger encounters anything or anyone suspicious, notify a DASH staff member immediately.
-Follow the cancellation and no-show policy to avoid wasting a trip.
-Be able to travel in the vehicle with other customers.
-Understand that it is not a direct ride, other pick-ups/drop-offs may occur.
-Recognize that some customers travelling with you may have a disability and require additional assistance from the operator.
-Use seatbelts on board DASH vehicles when available.
All customers traveling or attempting to travel on the transit system will pay the appropriate and valid fare
At this time DASH operates a fleet of vehicles that cannot accommodate the transportation of bicycles or scooters. Folding bicycles or scooters, or other mobility/transport devices may be stored in the DASH trunk if space is available. Space is not guaranteed.
DASH vehicles are limited by space. All personal belongings, including strollers, shopping carts, play buggies, and wagons, must fit within the space of the user’s designated seat. Users may not take up unoccupied seats with their personal belongings. Additional space is available in the trunk, but that is not guaranteed.
Service Animals are defined as an animal that has received specific training to assist or support a person with a disability. Service Animals are allowed by law, under the Accessibility for Ontarians with Disabilities Act (AODA).
Customers with disabilities who are travelling with a Service Animal may be requested to provide documentation of:
-The animal’s completion of a training program.
-Letter of verification from a licensed healthcare provider stating that the animal is required due to the presence of a disability.
-Customers are allowed to travel on DASH with carry-on items if the customer can:
-Independently manage their items, DASH operators are not allowed to assist with carry-on items.
-Keep aisles and doorways of the vehicle free and clear from any items.
-Make sure that their items do not create a safety risk.
-Make sure their items do not occupy the space of other customers or limit the capacity of the vehicle.
Contact Us
For any questions related to the customer guidelines, please contact Tampa Downtown Partnership at dash@tampasdowntown.com
