Dial-A-Ride
DIAL-A-RIDE SERVICES
Starting September 13, 2026, Ben Franklin Transit will implement new Dial-A-Ride scheduling software. This will streamline booking and increase service reliability. For more information and to view the letter mailed to all current Dial-A-Ride customers, click here.
To gain access to online bookings, please call 509-735-0160 to get set up.
To make reservations, call 509-735-0160. FOR questions about ADA ELiGIBILITY OR ACCOUNT STATUS, CALL 509-734-5530.
Please note: you must call 509-735-0160 to connect your ADA account before making a reservation online or using the Book BFT app. If your email is not connected to your ADA account, you will not be able to book Dial-A-Ride trips online or through the app.
Hours of Operation
Monday – Friday: 6 a.m. – 10 p.m.
Saturday: 7 a.m. – 10 p.m.
Sunday: 8 a.m. – 6:30 p.m.
Holidays
BFT does not operate, and all offices are closed on the following holidays:
- New Year’s Day
- Memorial Day
- Independence Day (4th of July)
- Labor Day
- Thanksgiving
- Christmas Day
Your Dial-A-Ride pass also allows you to travel on our fixed route system!
Dial-A-Ride Inclement Weather Procedures
If BFT cannot service areas due to unsafe road conditions, BFT staff will call riders to alert them of service disruptions. Please make sure sidewalks and walkways are cleared from snow and ice so our drivers can safely assist riders in and out of vehicles.
Policies & Forms
Visiting The Tri-Cities?
We honor paratransit eligibility from other jurisdictions. If you’re visiting the Tri-Cities and would like to use our Dial-A-Ride service, simply have your paratransit service fax your eligibility information to us at 509.734.5195 or contact our ADA Eligibility Coordinator at 509.734.5530. Paratransit service is available to visitors for at least 21 days within a 365-day period.
For out-of-area visitors who do not have eligibility status for transfer, confirmation of an existing disability that impacts travel must be provided if the disability is not evident. This verification is commonly accomplished through the individual providing a professional verification of disability by fax. Please call one of the phone numbers listed above if you have questions.
Watch how easy it is to use Dial-A-Ride!
Apply To Ride
All riders must submit a completed Eligibility Application, including the Licensed Provider Verification Form, prior to a Dial-A-Ride eligibility determination. Applicants will be notified of their eligibility status within 21 days of submitting a completed application. If an application is not processed within 21 days, presumptive eligibility is granted on the 22nd day until and unless the application is denied in writing.
Ways To Apply
- Pick up an application at Three Rivers Transit Center, 7109 W. Okanogan Place, Kennewick, WA
- Call 509.735.0160 and request an application to be mailed to you, or
- Download the application
Mail completed application to:
Ben Franklin Transit
ATTN: Dial-A-Ride
7109 W. Okanogan Place
Kennewick, WA 99336
What if my application was denied?
You can submit an Eligibility Notice of Appeal within 60 days of the date on your eligibility determination letter. The appeal process provides you with an opportunity to have your eligibility decision reconsidered by an Appeals Hearing Committee. Complete the Dial-A-Ride Eligibility Appeal: Guidance & Acknowledgment Form.
How To Ride
Schedule your reservation at least one and up to seven days in advance
- Call to make a reservation Monday – Sunday from 8 a.m. to 5 p.m. or book your ride online
- Reservations may be subject to negotiations per ADA guidelines
Have your trip details ready. We’ll ask for:
- Your name & pick up address
- Destination address and phone number
- Date of your planned trip
- Desired arrival time (i.e., time of your appointment)
- Are you using a wheelchair, oxygen or other mobility aids?
- Any additional passengers or riding companions?
- Is there a service animal or pet accompanying you?
- Do you need to schedule a return trip?
You may share the bus with others traveling
- The bus may make several stops along the way before reaching your destination.
Reserve Your Ride
You must call 509-735-0160 to connect your ADA account before making a reservation online or using the Book BFT app. If your email is not connected to your ADA account, you will not be able to book Dial-A-Ride trips online or through the app.
Book Your Ride
Choose the option that works best for you.
| Click here to: Book with the App | Click here to: Book Online |
| Download our app to book rides, manage your trips, and get convenient access right from your phone. | Prefer not to download an app? You can book your ride directly through our online booking system. |
Header text
Book BFT App: Frequently Asked Questions
Why did you change the system?
We launched this system to make operations run more smoothly for our clients, reservationists, dispatchers, and drivers. It uses a computer program to automatically schedule Dial-A-Ride trips based on what drivers are available and what pick-ups and drop-offs have been requested. Grouping rides together where we can – which is what this program helps us do – makes each trip more cost-effective, without losing any service standards.
Our old system had a disconnect between online and phone reservations. Reservationists had to manually type in every online reservation request, and dispatchers had to schedule drivers through an outdated system. This new program brings all of that together, whether you call to make a reservation, visit the website, or use the Book BFT app.
The old system also used an unreliable, out-of-date mapping system. The new system is tablet-based and that uses accurate GPS software to help ensure on time rides and correct pick up/drop off locations.
Why did you launch the new system so fast?
The old system and the new system cannot work side by side. We did as much preparation as we could, but accounts could not be transferred or updated until we officially launched the new system on September 13, 2026.
Why isn’t anyone picking up the phone when I call Dial-A-Ride?
Since we launched the new system on September 13, 2026, thousands of Dial-A-Ride customers have needed to call and get their account connected so they can use the app. That’s effectively doubled the number of calls coming in on our reservations line as people are trying to get set up. Our Reservationists have been working incredibly hard to accommodate everyone as we launch the new system, and we appreciate our riders’ patience as we get everything online.
Does this change anything about my eligibility?
No, your ADA eligibility is still the same. You will have to connect your ADA account to your email address before you can use the Book BFT app or schedule trips online. Call 509-735-0160 during regular business hours to connect your email address with your ADA account.
Do I have to use the new system?
You are not required to use the new system. You can still call Dial-A-Ride reservations and request a trip. The Book BFT app and online scheduling option is just an additional service to use if you want to.
Can I use the app or make online reservations without an email address?
No, you will need to have access to email if you want to book rides online or through the Book BFT app. If you do not have an email address, you will need to call 509-735-0160 to book future trips.
Can my caregiver book rides for me online or through the app?
Yes! A caregiver can book rides for you if they are signed in to your account. Your account will still need to be connected to an email address before your caregiver can book rides online or through the Book BFT app.
Why should I use the new system?
This system gives you more flexibility to book your own Dial-A-Ride trips, on your own schedule, rather than having to call the reservations line during business hours. You will also get automatic reminder calls or texts letting you know that a scheduled trip is coming up, and you can track your driver through the Book BFT app as you wait for pick-up.
For caregivers, this gives you greater access to track your loved one’s rides. You can sign up to get text/call reminders for their rides, see who the driver is, and even track where the Dial-A-Ride is on the road for your peace of mind. You can also add notes to the trip details that the driver will see when they arrive for pick-up.
I logged into the app/website, so why is the system telling me I can’t book a ride?
There are several possible reasons you could be getting this message:
- You might already have a trip booked close to the same time and place. Check under the “My Journeys” tab on the left-hand side of the page to see all of your scheduled trips. You may need to cancel a trip before you can book a different one with similar details.
- You might be trying to book a ride at a time when there’s no Dial-A-Ride vehicle available. Please call 509-735-0160 for assistance.
- Your ADA account might not be connected to your email address. Please call 509-735-0160 for assistance, and make sure you have access to your email when you speak to the Reservationist.
- You might be using the wrong app. You will need to download the Book BFT app, which is different from BFT CONNECT and the Transit app.
- There might be a problem with your ADA eligibility. Please call 509-734-5530 with questions about your ADA account.