Click here to watch a short video on how to schedule your no-cost transportation benefit.
Contact SCAN Transportation
To schedule a ride, call 1-844-714-2218 (TTY: 711), Monday through Friday, from 7 a.m. to 6 p.m.
If the driver doesn’t arrive within 10 minutes, call Where’s My Ride? at 1-844-864-3359 (TTY: 711) seven days a week, 24 hours a day.
If you need to cancel a ride, call SCAN Transportation and let them know. If you don’t cancel before the driver is on his/her way, the ride will be deducted from your annual ride limit.
Q: How far in advance can I schedule a ride?
SCAN Transportation accepts reservations up to 30 days in advance of your ride.
Q: How will I recognize my driver?
The name of the transportation company will be displayed on the vehicle.
If you’ll be using Lyft/Uber, SCAN Transportation will provide you with the make, color and last three digits of the license plate number.
Q: I use a wheelchair. Can I still get a ride?
Yes! Just be sure to call SCAN Transportation to schedule your ride 48 hours before you need it. Let them know you’ll need a ride that can take a wheelchair so they can send the right kind of vehicle for you.
Q: What if I don’t know how long my appointment will last or when I’ll need to be picked up?
That’s okay; just let SCAN Transportation know when scheduling your ride that you want a “will-call” ride for the trip back home.
Then, call SCAN Transportation back when you’re ready to be picked up and they’ll send a driver to you as soon as possible.
Just know that you might have to wait longer for the ride home.
Q: I gave the wrong drop-off address when I made my reservation. Can I just tell the driver to take me to a different place when I get picked up?
For your safety, drivers can only take you to the location on their trip sheet.
If you realize you made a mistake with your reservation, call SCAN Transportation as soon as possible. Otherwise, the driver is required to leave you at the scheduled location and you’ll need to call for a new ride.
Avoid problems by double checking everything when making your reservation, like street numbers, times and dates.
Q: My ride is late. What should I do?
Your driver should arrive within 10 minutes of your scheduled reservation time. If your ride is later than that, call 1-844-864-3359 for an update or to schedule another ride.
Try to make the call from where you can still see your pick-up spot—you wouldn’t want the driver to show up and leave because you’re not there.
Q: The driver called to say my ride has been canceled. What should I do?
Q: The driver gave me his phone number and asked me to call him when I was done—is this right?
No, you should never call a driver directly or have the driver call your personal phone number. Always contact SCAN Transportation for scheduling or updates on your rides.
Q: Can I schedule rides to non-medical places, like the grocery or gym?
Q: I need a ride to visit my sister. Can I use my transportation benefit?
No, the transportation visit is only for specific destinations, like a doctor or specialist’s office or the pharmacy. Some plans offer rides for non-medical reasons. Check your Evidence of Coverage or contact Member Services to see exactly what your plan includes.
Q: SCAN Transportation told me I’d have to wait 30 to 60 minutes for the return trip to my house but I need to be home sooner than that. What should I do?
Call SCAN Transportation to let them know. The dispatcher may offer to send you a Lyft/Uber ride instead.
Lyft/Uber is like taking a taxi, only the drivers use their own personal cars and must pass a background screening and a 19-point vehicle inspection.
SCAN Transportation will tell you the make, model and license plate number of the car to expect—and it will have the Lyft/Uber logo in the window.
Lyft/Uber drivers can’t provide any special assistance, so if you’re in a wheelchair or use a cane or walker, you’ll need to wait for another type of SCAN Transportation vehicle.
Q: Do I need to download the Lyft/Uber app to my mobile phone?
Not if SCAN Transportation has scheduled the Lyft/Uber driver for you. SCAN Transportation will coordinate your ride with the Lyft driver on your behalf.
Q: I’ve used all the rides available to me through my SCAN plan for the year but I still need to see my doctor. What should I do?
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