ARRO PPE Policy 2022-05-13T14:24:35+00:00


In addition to any conditions set forth the Arro Terms and Conditions, drivers of taxis and for-hire vehicles (each vehicle hereinafter referred to as a “Taxi”) who wish to participate in the MTA New York City Transit authority Access-A-Ride Program (such Program the “AAR Program”) acknowledge that as a condition to participation they must understand and agree to follow the guidelines set forth herein, as they may be amended from time to time by the Arro.  I

Drivers who wish to participate in the AAR Program represent and warrant that: (a) you are a New York City Taxi and Limousine Commission (“TLC”)-certified driver in possession of a valid New York City TLC license (“Driver”), in good standing with the laws applicable in the City of New York and consent to a background check to confirm same, (b) you do and will at all times comply with all laws, regulations, and rules (including, without limitation, TLC rules) applicable, to (i) TLC licensed taxicab and all for-hire vehicle drivers, and (ii) (to the extent you own the vehicle and/or medallion) all TLC rules applicable to vehicle or medallion owners and their vehicles in the City of New York (“Vehicle”), (c) you are in compliance with, and will remain in compliance with, the COVID-19 travel guidelines issued by the State of New York, (d) you will comply with all standards and requirements (including, without limitation, in relation to drug and alcohol testing (e.g., pre-employment and ongoing random testing)) established by the New York City Transit Authority for the performance of AAR trips. 

The following policies apply to all AAR Program Trips:

  • Driver shall provide all necessary and reasonable assistance to AAR passengers (“Customer”) to board and exit the Vehicle, and while inside the Vehicle. whether the Customer is ambulatory or non-ambulatory.  Driver shall also ensure that a service animal has entered and exited the Vehicle.  Driver is not required to assist the Customer up and down steps.
  • Vehicle must be licensed and registered with the TLC with current auto liability insurance coverage as required by the New York City Taxi and Limousine Commission.  Vehicle must, at a minimum, meet operating requirements of the TLC.  In addition, the Vehicle must be in good condition and well maintained as determined by Company.  All Vehicles must have a clean interior and exterior and be free of major body damage.
  • All Vehicles must be equipped with interior heat and air conditioning, both in satisfactory working condition. 
  • ADA-compliant wheelchair accessible vehicles (WAVs) shall be equipped with ADA-compliant wheelchair lifts and/or ADA compliant ramps.
  • Vehicle servicing ambulatory Customers shall provide ease of boarding/alighting and appropriate space.  Maximum Vehicle ride clearance or height shall be nine (9) inches.
  • Vehicles shall be subject to inspection and approval by Company which reserves the right to request Vehicle registration, license and insurance records.  Appropriate auto liability insurance must be in place.  Unacceptable Vehicle conditions are grounds to remove a Vehicle from service.
  • Drivers shall maintain two-way communications with Company operating base at all times when performing services for AAR.  Driver shall ensure that Global Positioning System (GPS) equipment is available and functioning in the Vehicle.  Driver must document all GPS failures 
  • Drivers are prohibited from soliciting, accepting or in any way encouraging a tip, gratuity or reimbursement for tolls.
  • Prior to departure from the pick-up location Driver is to verify the Customer’s identity by requesting their name and AAR ID number and ensuring that the name and the ID number match the information provided on the manifest. At such time Driver shall also collect the standard New York City Transit (NYCT) fare per trip per person from the Customer and any guest travelling with the Customer; provided however, (a) for Customers who participate in the Fair Fare program, the Standard NYCT Fare shall be $1.35 per trip per person and (b) fares shall not be collected from exempt passengers identified on the manifest, such as personal care attendants (“PCAs”).  Driver is also responsible for the collection, custody and submission of AAR coupons.  Driver shall accept payment in the form of cash, vouchers, travel checks, credit or debit card.  Driver shall make available a fare payment receipt as required.  Driver shall submit to Company documentation of trips performed with electronic media with geo-coordinates of completed trips.
  • Driver shall arrive at the proper pick-up location by the scheduled pick-up time for each trip.  Driver must arrive within five (5) minutes of the scheduled pick-up time for each trip.  Driver no-shows are prohibited.  Driver shall place a temporary placard with the AAR graphic in the front and back window of the Vehicle for identification by the Customer.
  • Driver shall make every effort to locate the Customer and perform the pick-up including exiting the Vehicle and visually scanning for the Customer, calling out the Customer’s name and deploying the ramp or lift for a non-ambulatory Customer.  Driver must wait a minimum of five (5) minutes after the scheduled pickup time for the Customer to appear at the pick-up location and shall attempt to call the Customer at the telephone number provided at least twice prior to declaring a Customer no-show.  If the Customer arrives at the Vehicle or contacts the Company and requests extra time to board, Driver is required to wait for the Customer for an additional five (5) minutes.
  • Driver shall promptly report all Customer no-shows to the Company.  
  • Driver shall at the time of the trip, inform the Company when a scheduled guest or PCA on the manifest does not travel.  Driver shall charge the Customer for the actual number of non-PCAs traveling at the time of the trip, regardless of whether the number differs from the number indicated on the manifest.
  • Driver shall provide door-to-door service for both ambulatory and non-ambulatory Customers that require additional assistance when designated on the manifest, provided that Driver has been specially trained to provide door-to-door service. Door-to-door service shall include boarding and exiting assistance from the front of the Vehicle.  If door-to-door assistance was not indicated on the manifest but is requested by the Customer, Driver shall provide the additional assistance to the Customer.  Driver is not required to assist Customers more than one hundred (100) feet from the Vehicle or provide assistance that would cause Driver to lose sight of the Vehicle.  
  • Driver shall carry up to two (2) bags or parcels on and off the Vehicle, not exceeding forty (40) pounds total.  In addition, Driver is required to transport service animals and ensure that a service animal has safely entered and exited the Vehicle.
  • Driver is solely responsible for all accidents and resulting claims that occur on account of or in connection with performing Driver’s obligations under the Terms and Conditions.  Driver must comply with §55-13 of Title 35 of the Rules of the City of New York setting forth the driver’s obligations in the event of an accident, including reporting such accident.  Driver shall inform Company immediately of any accident involving a Customer and subsequently provide the following written information concerning such accident:
    • Date
    • Trip ID
    • Driver’s Name, NYSDMV License number and TLC license number
    • Time
    • Location and geo code
    • Customer, guest and PCA names
    • Brief description of the Accident
      • Was emergency Medical Services (EMS) contacted
      • Were Police contacted?  If so, Badge #
      • Vehicle Information (license plate #, vehicle #, DOT #)
      • A copy of the applicable no-fault insurance certificate

    Driver shall also complete an Accident Report Form provided by Company.

  • Driver may be provided with information concerning a Customer that is reasonably required to enable Driver to perform the Services.  Under no circumstances shall Driver disclose any information concerning any Customer.  However, Driver may report medical or any other information to authorized medical assistance personnel who report to the scene of an accident or to the scene of any medical emergency.