Shoppers' Shuttle

Is this service free and accessible?

Yes! This free service is aimed at connecting residents whom may not live close to transit services, or may have lower mobility. The shuttle is wheelchair-accessible and can accommodate walkers. The Shoppers' Shuttle is a curb-to-curb service, meaning that it will pick passengers up at their house and take them directly to their destination.

How does this service work?

A reservation must be made at least one day in advance. Please call the appropriate phone number and leave your information. The shuttle operator will call back on the morning of travel to confirm your reservation. Please note, reservations are not considered confirmed until receiving a call back from the shuttle operator.

On the day of travel, the shuttle will begin picking up passengers from their home starting at 9:30 a.m. and passengers will have approximately two hours at their destination. For the return trip home, the shuttle will pick up passengers starting at Noon.

Do I need to reserve in advance?

Yes, a reservation is required at least a day in advance of travel.

How do I make a reservation?

Please call the appropriate phone number based on your destination and day of travel. Please leave a voice message with your name, address, and phone number.

The shuttle operator will call you back to confirm your reservation on the morning of travel. Please note, reservations are not considered confirmed until the shuttle operator calls to confirm your reservations.

• Tuesdays to Redwood City: 650-330-2286
• Wednesdays to Menlo Park/Palo Alto: 650-330-2288
• Saturdays to Menlo Park/Palo Alto: 650-330-2289
• Sundays to Redwood City: 650-330-2285

Does this only need to be for 'shopping' trips?

No, this service can be used to access shopping, grocery, recreational, and medical destinations. If you do use the service for a medical appointment, be sure to add enough buffer time to account for the pickup time frames or have an alternative pickup option. Alternatively, there is a medical shuttle available in southern San Mateo County via Lyft. These rides are available for a small fee, and can be coordinated through Peninsula Volunteers' Little House.

Please refer to the "Menlo Park and Palo Alto sample destinations" and "Redwood City sample destinations" below for an idea of typical places the Shoppers' Shuttle serves.

What services will the driver provide to assist me? What is expected of the driver and passengers?

The driver is primarily responsible for getting passengers on and off the vehicle, such as offering a hand up the stairs, operating the wheelchair lift, and securing passengers with seat belts. The driver can also assist with up to four grocery bags on and off the vehicle. The driver cannot assist passengers to and from their destination once off the vehicle. Please see the "Driver and passenger expectations" section for more information.

The following are a sample of destinations in the Menlo Park area on Wednesdays and Saturdays:

• Banks
• Downtown Menlo Park
• Draeger's Market
• Medical appointments
• Menlo Medical Clinic
• Palo Alto Medical Foundation
• Pharmacies
• Safeway
• Sharon Heights Shopping Center
• Stanford Medical Center
• Stanford Shopping Center
• Trader Joe's

The following are a sample of shopping destinations in Redwood City on Tuesdays:

• Costco
• Jo-Ann Fabrics & Crafts
• Kaiser Permanente
• Kohl's
• Marshalls
• Michaels
• Party City
• Peninsula Boardwalk Plaza
• Sequoia Hospital
• Sequoia Station
• Stanford Medicine Outpatient Center
• Target
• Whole Foods Market
• Woodside Plaza

The following are policies related to the Shoppers' Shuttle. These are in place to ensure safety for both the driver and passengers.

Driver Assistance

Menlo Park Shuttle drivers will provide the following assistance to passengers aboard the Shoppers’ Shuttle:

• Ask passengers for their name.
• Ask the passenger “How may I assist you?”
• Offer the usage of a posey belt, which fits around the passenger and mobility device (if using).
• Guide passengers who are blind or have low vision (per the passenger’s approval/request) from the curb onto the vehicle and from the vehicle onto the curb.
• Offer usage of seat belt.
• Operate vehicle lift if required and ensure proper securement of wheelchairs/scooters.
• Offer an arm for stability to assist a passenger to board and disembark.
• Carry up to four standard grocery bags of a reasonable weight.

Passenger Expectations

The Shoppers’ Shuttle is a curb-to-curb service. It is important to note that the driver is not a personal care attendant and is not permitted to aid with personal requests beyond what is outlined in this guide. Shuttle drivers are responsible for assisting passengers on and off the vehicle. Passengers are responsible for planning for any additional assistance to/from the vehicle to their destination.

Menlo Park Shuttle drivers cannot:

• Leave the immediate vicinity of the vehicle.
• Assist a passenger using a wheelchair up or down steps or curbs.
• Wait with passengers at their destination.
• Handle a service animal.
• Operate the controls of an electronically operated mobility device.
• Make personal, unscheduled stops at the request of the passenger.
• Install child and booster seats.

Groceries and Shopping Bags

The following outlines expectations for passengers with their grocery or shopping bags:

1. You may carry only as many grocery bags or shopping bags as you can carry on and off the shuttle in one trip by yourself. Drivers will assist in carrying items on or off the shuttle only.

2. If carrying items on or off the shuttle, you may request use of the lift for assistance, if needed.

3. All bags must be completely out of the aisle and secured by you. If this is not possible, the driver may refuse to transport you.

4. If the vehicle is full, you must keep your bags in your own seating area.

5. Under no circumstances will the bags be stored in the wheel well area or in an area that blocks access to doors.

6. The bags may be stored in the wheelchair securement area if they are secured by you. If the wheelchair securement area is needed for a passenger who uses a wheelchair as a mobility device, you must move the bags to another area.

7. If you use a wheelchair as a mobility device, you are limited to the number of bags and other items that can safely be attached to the wheelchair. The number and location of the items must not interfere with the process of safely securing the wheelchair using a four-point tie-down.

8. If the bags cannot be accommodated under these guidelines due to the number of bags blocking or narrowing the aisle, the driver may deny you a ride.

Transportation Division

Questions or to request a mailed schedule
Email

650-330-6770

MV Transportation

Shuttle Operator
(for immediate assistance)

650-692-1003