HCE Riders Guide

Hamilton County Express operates on the following schedule:

• Monday through Friday from 6:00 AM to 6:00 PM, EDT
• Saturday from 7:00 AM to 3:00 PM, EDT
• Sunday no operation
• Holidays with no operation: HCE is always closed on the following holidays: New Years Day (January 1), Independence Day (July 4), Memorial Day (variable), Labor Day (variable), Thanksgiving (variable), and Christmas Day (December 25). These holidays are sometimes extended to two or three days, as shown in the table below.

Holiday Schedule for 2026:

Holiday	Day	Date	Service Level
New Years	Thursday	1/1/2026	No Service
New Years	Friday	1/2/2026	No Service
New Years	Saturday	1/3/2026	No Service
Memorial Day	Monday	5/25/2026	No Service
Independence Day	Friday	7/3/2026	No Service
Independence Day	Saturday	7/4/2026	No Service
Labor Day	Monday	9/7/2026	No Service
Thanksgiving	Thursday	11/26/2026	No Service
Thanksgiving	Friday	11/27/2026	No Service
Thanksgiving	Saturday	11/28/2026	No Service
Christmas Eve	Thursday	12/24/2026	No Service
Christmas Day	Friday	12/25/2026	No Service
Christmas	Saturday	12/26/2026	No Service

Hamilton County is generally square and is bounded by North 1200 East as the western boundary, 296th Street as the northern boundary, North 300 W (Atlantic Road/State Road 13) as the eastern boundary, and 96th street as the southern boundary. Cities and towns within Hamilton County, Indiana include, but are not limited to:

• Noblesville
• Carmel
• Fishers
• Westfield
• Sheridan
• Cicero
• Arcadia
• Atlanta

Currently HCE provides service connections to the following surrounding counties:

• Marion County - IndyGo +1 (317) 635-3344 (IndyGo web site). HCE provides service connections to and from the following IndyGo bus stops in Indianapolis:
  • St. Vincent Indianapolis Hospital (bus shelter on Harcourt Road)
  • Keystone at the Crossing Mall (bus shelter in front of Benihana)
  • Nora Plaza (bus shelter on westbound 86th at the Monon Trail)
  • Castleton Square (bus shelter in parking lot, south side of JC Penney)
  • Community Hospital North (Hospital main entrance, Medical Offices Building - 7250, and the bus shelter on Clearvista Way next to the Heart Hospital.)
• Boone County - Boone Area Transit Service (BATS) (BATS web site). +1 (765) 482-5220. HCE provides service connections to and from the following (BATS) connecting locations in Zionsville:
  • Montgomery Aviation 11329 East State Road 32, Zionsville, IN 46077
  • Zionsville Presbyterian Church 4775 West 116th Street, Zionsville, IN 46077
• Madison Co. - Transportation for Rural Areas of Madison Co. (TRAM) (TRAM web site). +1 (885) 743-3843. HCE provides service connections to and from the following (TRAM) connecting location in Pendleton:
  • Loves Travel Stop 9000 Interpark Dr., Pendleton, IN 46064

There are three ways to pay for rides on HCE for most riders — cash, check, or money order. Rides can be paid on a per-ride basis, or money can be applied to the rider’s eWallet (electronic wallet), which is automatically created for each rider when their HCE account is created.

Riders can give cash, personal check, or money order directly to the driver or to the office at 1555 Westfield Road in Noblesville, Indiana. Drivers will radio dispatch to add the amount to the rider’s eWallet. The maximum that an eWallet can hold is $150, so best practice is to generally add amounts between $30 and $120.

Make checks and money orders payable to Hamilton County Express.

Unfortunately, HCE does not support credit or debit card transactions at this time, because doing so would require us to raise fares.

Unusual payment methods: Call dispatch and ask for a manager if a rider intends to ride on a waiver (such as Medicare, OPG, or Easter Seals, for example). Generally, to ride on a waiver, the first point of contact is your case manager at the waiver-providing institution, who can help with the necessary paperwork.

Your eWallet is charged $3.00 every time you make a ride request, either via the HCE Rides app or by calling in to the Reservations line, so you are charged in advance of the actual trip. If the trip is canceled, you are automatically refunded the charge within one hour. Charges are finally resolved after the bus ride is “successfully charged,” meaning that the money can no longer be refunded. Prior to the trip, the charges are classified as “pending charges,” but please note that pending charges do count against your eWallet balance.

HCE’s current policy is to provide $30 (1 week for a rider taking two rides Monday through Friday) in leeway to each rider’s wallet balance, making the minimum wallet balance -$30.00. After reaching -$30.00, you will no longer be able to schedule rides until the balance is positive again. The policy is meant to provide availability of rides in times of unusual need rather than to function as a consistent credit system. This policy is subject to change without prior notice.

You can schedule trips yourself using the HCE Rides app without having to call Hamilton County Express reservations. Rides must be scheduled at least two hours prior to pickup. Follow these steps: 1. Open the HCE Rides App. The home screen opens with your current location, as shown in Figure 2.

2. Type your destination into the Where To search box.

Remember to enter your destination, rather than your starting point. If your destination is a business or other named place (such as a bank, post office, or the BMV) enter the name of the place rather than the address, and then choose the address from the list of options. In the example above, I chose Meijer as my destination and then selected the Noblesville Meijer from the list of nearby Meijer locations, as shown in Figure 3.

If you are going to a residence, then enter the address.

After you choose your destination, the Set Pickup location appears, as shown in Figure 4.

3. If the default pickup location is correct, then click the Set As Pickup button.

Otherwise, enter the correct pickup location and then click the Set As Pickup button. The Choose a Ride Option screen appears, as shown in Figure 5.

4. Click and review the four buttons above the Select Hamilton County Express button. They are:

• Number of riders: Clicking on the top-left button allows you to add additional riders to a single trip, such as a spouse, child, or friend. Click Confirm Riders to confirm your choices.
• Accessibility options: Clicking on the top-right button allows you to ensure that all accessibility needs for the ride are accounted for. Click Confirm Accessibility to confirm your selections. Check out Changing Accessibility Options in the HCE Rides App for more information.
• Booking Time: Clicking on the bottom-left button allows you to change the date and time for your ride. If you are going to an appointment, then you should choose the Arrive By button before selecting a time, as shown in Figure 6. See Scheduling Rides above to understand the difference between Leave At and Arrive By. Click Confirm Booking Time to lock it in.

• Payment Method: Clicking the bottom-right button allows you to choose between the cash and eWallet options. The balance on your eWallet is shown next to the Wallet (Reloadable) option, as shown in Figure 7. Click Confirm Payment Method to continue. Note that your eWallet will be charged when you complete the reservation. See Paying for Trips on HCE for more information.

5. After you confirm the four buttons, click Select Hamilton County Express Service.

The Confirm Trip Details screen appears, as shown in Figure 8.

6. Click the Schedule Ride button.

You will see a confirmation of your ride, as shown in Figure 9.

The HCE Rides app won't allow you to create an unmatched request (, but the trip may become unmatched due to a service disruption See Understanding Unmatched Requests for more information about trips in Unmatched status.

7. Click the Book Return button and select the time your shift or appointment ends to quickly create a return trip, if you need one. The return will default to Leave At, which is generally correct.

That's it. Because you have a trip scheduled, the calendar on the home screen now has a red alert on it. You can review your trips there, create the same trip on a different day, or cancel any trip.

You should plan to have the following information ready before scheduling a trip. Some or all of the information may already be in your rider profile, but it’s a good idea to have your information ready ahead of time. Please have the following information ready when scheduling a ride:

• Addresses: For both origin and destination. If you provide an incorrect address, HCE is not responsible for the timing of your ride, and you may cause other riders to be late.
• Times: You need to know the time when you need to arrive (Arrive By) and time when you finish and are ready to go home (Leave At). See above in this section for a more detailed explanation of Arrive By and Leave At.
• Phone number where you can be reached: This should be in your profile if it’s a mobile p hone, but if you use a landline phone at home, please provide the phone number at your destination.
• Mobility-accessible needs: Ensure that this information is correct, particularly if it’s different than your profile.
• Other riders traveling with you: Be sure that children, PCA, service animals, and anyone else you plan to travel on your trip are in your request.
• Door locations: If you are being dropped and picked up at a particular door, such as at a hospital, be sure to have this information.

See Hours of Operation and Holidays for holiday hours.

Hamilton County Express is a shared-ride transportation service. Our goal is to provide as many rides as possible to as many riders as possible, while still getting everyone to their destinations on time. Per Federal Transit Adminstration rules, the following rules apply to all shared ride services:

• Pickup window: A 30-minute window for the vehicle.
• Ready by window start: You must be ready when the window begins.
• Five-minute wait time: You have five minutes to board the bus after it arrives before being made a no-show and having your ride cancelled. In addition, your return ride may also be canceled.

As an example, for an 8:00 AM pick-up, the bus arrival window will begin at 7:55 AM and end at 8:25 AM. This is the time period when you can expect the bus to arrive at your location. All trips are considered On Time when bus arrival is within the 30-minute pick-up window. See the following section, Getting Notifications, to find out how you are notified of your bus’s precise estimated time of arrival.

If you receive a Ride request created notification but not a Ride request accepted notification, then your request is in Unmatched status, which means that there is currently no driver available for your ride. Spare engine updates its route plan every minute in an attempt to match drivers to unmatched requests. Cancellations by other riders may provide the capacity for you to get the ride. Please cancel unneeded rides as early as possible so that riders in the Unmatched status can get their rides.

You will never be informed that your trip has been disrupted, but it happens from time to time. A service disruption is a trip that has been accepted by the system, but the ride is subsequently taken away.

Reasons for service disruptions include:

• Driver illness: If a driver calls in sick, it can disrupt your scheduled trip.
• Bus breakdown: Buses sometimes break down, which can disrupt upcoming trips.
• Data entry errors: People make mistakes, including Customer Service Agents and Dispatchers. A driver may be scheduled when he or she is actually on vacation. A customer service agent may put in a ride backward, causing the trip to be disrupted when fixed.
• Ride changes: Riders may change the addresses and, especially, the times of their rides, which may throw the ride into service disruption if there is limited capacity during the new time.

Hamilton County Express dispatchers and managers work hard behind the scenes doing everything possible to fulfill rides that are thrown into the Service Disruption status due to issues involving Hamilton County Express employees or bugs in the Spare Engine software, including calling in drivers on their days off, adjusting schedules, and sending dispatchers and managers out as drivers to complete trips.

Things come up. Things change. We understand this. From time to time, it may be necessary to cancel your trip. Please cancel your trip as soon as possible to provide space for other riders. It’s much better to cancel your existing trip than to have the bus come to pick you up and not board it. Not boarding a trip that has come to pick you up is classified as a No-Show, and it can affect your access to future rides. You can cancel your accepted trip or unmatched request in three ways:

• HCE Rides app: You can cancel your trip or request at any time via the HCE Rides app.
• Via Interactive Text: You can press 3 in reply to your 24-hour before or 1 hour before notification text to cancel your accepted ride requests. The request isn’t cancelled until you confirm the cancellation by typing CONFIRM.
• By calling Hamilton County Express:
  • More than 24 hours before your trip: Call Customer Service +1 (317) 773-2688, Monday through Friday 8:00 AM to 4:00 PM.
  • On the same day as your trip: Call Dispatch at +1 (317) 776-3226, Monday through Friday, 6:00 AM to 6:00 PM.

If your call goes to voicemail, please leave a message with your name, phone number, and the cancellation information (such as which ride(s) to cancel (outbound or return), the date of the ride you want to cancel, and the cancellation reason). We check voicemail frequently for messages during normal business hours. Remember: Regardless of how you cancel your trip, it’s important to provide a reason for the cancellation. Cancellations reasons that are accepted can help to maintain your access to future HCE rides. See our Late Cancellation and No-Show Policy.

If you provide a mobile phone number when you sign up, then your default notification system will be text message. HCE provides notifications throughout the life of your trip request. You can expect the following notifications if you are getting text messages:

• Ride request created: This lets you know that a request has been made for your trip and is in our system. This does not mean that you have the ride.
• Ride request accepted: This lets you know that your request has been scheduled with a driver. This means that you have the ride. It also gives you details about the ride as it exists at creation. The schedule may still change between the time of its creation and the ride itself.

• Scheduled pickup in 24 hours: This reminds you of your ride approximately 24 hours before the ride. This text will provide more accurate information than the Ride request accepted text. Note that you will not receive this request unless you have received the Ride request accepted text more than 24 hours prior to your ride.

  The scheduled pickup in 24 hours notification describes your pickup window (see Understanding Pickup Windows above for more information). You should be ready to board the bus at the beginning of your pickup window. This text is interactive, so you can cancel your ride by replying with the number 3 and providing a cancellation reason and then replying CONFIRM.

• Scheduled pickup in around an hour: This is an interactive text that comes about an hour before pickup.

  The Scheduled pickup in around an hour text is an interactive text, so you can reply to the text with 1 to get an updated ETA for your ride. You can press 1 as many times as you like right up until the bus arrives getting the most up-to-date ETA along the way. Alternatively, you can press 3 to cancel the pickup. You have to type CONFIRM before your cancellation is final. Note that cancelling one hour before your ride is considered a late cancellation.

• Vehicle arriving at pickup location: This text comes about a mile before the driver arrives at your location. The driver will be there in less than a minute. You have 5 minutes to board the bus.
• Ride request completed: This text comes after your trip is complete and contains a link to a survey to provide feedback about your experience.
• No drivers available: If you haven’t received a Ride request accepted text by two hours before your scheduled ride, then no capacity exists to complete your ride, and you receive the No drivers available text. Your request is cancelled automatically at that time.

Text Notifications are only sent between 6:01 AM and 8:59 PM daily. People have to sleep, after all.

If your notification is out of the notification window, such as the hour before reminder for a 6:00 AM pickup, you should not expect to receive that notification.

In addition to the notifications listed above, you may also receive some other notifications:

• Low eWallet balance: When your eWallet balance is low, you will receive this text to remind you to provide some more money for your eWallet.
• Estimated drop-off time: When the bus arrives at the pickup location, Spare Engine generates an estimate of what time the drop-off will be, which is convenient for families of some riders. This estimate is only provided once, and traffic conditions, accidents, breakdowns and other unusual events can still impact drop-off times. If a ride is unusually late, please contact Dispatch for information about the current ride.
• Area emergencies: HCE also sends out notifications via text and voicemail regarding inclement weather or other emergencies that may affect riders of the service.

Text messages have the issue of possibly being halted if a text message doesn't reach your phone, but you can get the same messages via the HCE Rides app, and these won't be turned off. You can see the current ETA of your trips on the app as well. If you do decide to get your notifications via the HCE Rides app on an Android phone, then you should consider turning on the option to save your notification history so that you can view notifications after they appear. Otherwise, after you click on an Android notification, it's gone forever.

On iPhone, you can view the Notification Center to view old notifications. (From the lock screen, swipe up from the middle of the screen. From an active iPhone, swipe down from the center of the top of the screen. iPhone notifications remain until deleted by default.)

On Android, go to Settings > Notifications > Advanced Settings > Notification History. Toggle the Use Notification History setting to on. This allows you to view the notification history, as shown in Figure 14.

There are a few constraints to the level of service that drivers can provide, as follows:

• No entry: HCE drivers are strictly prohibited from entering any private residence or business, and the vehicle must always remain in the view of the driver.
• No weight bearing: Drivers are prohibited from bearing the full body weight of riders or their equipment because of risk of injury to the passenger and driver.
• No stairs: HCE is not responsible for the accessibility of origin and destination locations. For example, HCE drivers are not responsible for assisting riders using mobility devices up or down any steps or stairs if there is no legal access (wheelchair ramps, elevators, and so on).
• No clearing pathways: HCE is not responsible for clearing pathways (for example, snow/ice/debris removal, and/or creating pathways across dirt, grass, gravel, and so on) to provide accessibility.
• No operation of electric mobility devices: Drivers cannot operate an electric mobility device, nor can they move a powered-down or dead electric wheelchair or scooter.

You can manage the accessibility options per ride or change your defaults in the HCE Rides app if you like.

To change your default accessiblity preferences so that the needed equipment is always on every ride, follow these steps:

1. Click the profile icon in the top-left corner of the HCE Rides app.
2. Click the Settings Option.
3. Choose Accessibility Features under Default Trip Preferences.
4. Choose the Accessibility Features you will need by default, including lift, walker, wheelchair, service animal, and child seats for infants by clicking the + next to each feature you need.

To set up particular needs for a particular ride, follow these steps:

1. Set up your ride as described in Scheduling Trips Using the HCE Rides App.
2. Before clicking the Select Hamilton County Express button, click the Accessibility button above it (top-right button).
3. Select the accessibility features you require by clicking the + sign to add it to that ride only.

Passengers with wheelchairs or scooters shall use the automated lift or accessible ramp. Passengers may request use of the lift if unable to climb the steps onto the vehicle. Be sure that your accessibility needs are accurately reflected in each ride request.

Bicycles cannot be transported on Hamilton County Express vehicles.

HCE has a carry-on limit of four items, such as paper or plastic bags containing groceries. Items must be small enough to be controlled by the passenger or secured in a seat or storage area and not blocking the aisles. The driver can assist passengers with transferring items between the vehicle and the curb upon request.

Infants and/or children who are either under the age of four and/or weighing less than forty pounds must be in an approved child safety seat while being transported on HCE vehicles. Approved seats are ones that meet federal motor requirements. The child seat must be properly secured in accordance with the manufacturer's instructions. The rider must furnish the child seat restraint system and secure the child in a forward-facing position. HCE drivers will not secure the child restraint system and will hold the accompanying rider responsible for securing the seat.

Booster seats for children under the age of eight are encouraged but are not necessary to ride.

HCE will not operate in areas where city-wide emergencies have been declared. HCE reserves the right not to operate on certain roads if it is felt to be unsafe for passengers and drivers. Riders will be informed of the emergency via the notification system and possible effects to their schedules.

Food and drink can only be brought on the bus if they are in containers that will not spill if dropped. Bags of groceries, lunch boxes, and sealed bottles of water or other drinks are fine to bring on the bus, but a fountain drink with a plastic lid and straw is not okay because spills can cause a slip and fall danger for passengers and drivers.

Tranlation services are availble upon request for calls to customer service agents, dispatchers, or managers. Request a translator and provide the language requested.

Hay servicios de traducción disponibles previa solicitud para llamadas a agentes de atención al cliente, operadores o gerentes. Solicite un traductor e indique el idioma deseado.

Serviços de tradução estão disponíveis mediante solicitação para chamadas a agentes de atendimento ao cliente, despachantes ou gerentes. Solicite um tradutor e informe o idioma desejado.

Des services de traduction sont disponibles sur demande pour les appels aux agents du service client, aux répartiteurs ou aux responsables. Veuillez demander un traducteur et préciser la langue souhaitée.

Sèvis tradiksyon disponib sou demann pou apèl bay ajan sèvis kliyan, dispatchè, oswa manadjè. Mande yon tradiktè epi bay lang ou vle a.

تتوفر خدمات الترجمة عند الطلب للمكالمات الهاتفية مع ممثلي خدمة العملاء أو الموظفين المسؤولين عن التنسيق أو المديرين. يُرجى طلب مترجم وتحديد اللغة المطلوبة.

カスタマーサービス担当者、配車係、または管理者への電話の際に、翻訳サービスをご利用いただけます。翻訳サービスをご希望の場合は、ご希望の言語をお伝えください。

Hamilton County Express Public Transit provides its best service when all buses are transporting passengers. Our capacity to provide rides is negatively affected by no-shows and late cancellations. A late cancellation is a ride canceled less than two hours before it’s scheduled to take place. A no-show is a ride for which a bus has arrived at the pickup location before being canceled or for which the passenger does not show up to board. Limiting no-shows and cancellations is in the interest of all passengers because doing so allows us to keep fares low and provides maximum capacity for buses to transport riders.

We understand that some no shows and cancellations are beyond the control of the rider, and we take those circumstances into consideration. Be sure to provide cancellation reasons for late cancellations, and call in to dispatch to discuss the reasons for no-shows.

Frequent no shows (two or more in a 30-day period) and/or late Cancellations (four or more in a 30-day period) on a rolling 12-month basis may result in service suspension, as follows:

• 1st occurrence: Written warning
• 2nd occurrence: 2-week suspension
• 3rd occurrence: 1-month suspension
• 4th occurrence: 3-month suspension

In addition, riders who no show for their outbound trip may have their return trip automatically cancelled. Riders can call the dispatch office at least one hour prior to their previously scheduled return trip to see whether the return can be created again.

It’s the passengers’ responsibility to make sure that they have all their belongings before departing the bus; however, we know that occasionally riders leave items on the bus after completing their trip. HCE's policy is that all personal items left on the bus are turned in to the HCE dispatch office at the end of the driver's shift. Items will be placed in Lost and Found within the HCE office. After items are turned into Lost and Found, the owner must arrange to come to the HCE offices to retrieve them at 1555 Westfield Road, Noblesville, Indiana 46062. Because of the high demand for service and to ensure that service is generally not detrimentally impacted, HCE is not responsible for the return of lost or items left on the bus to riders after the driver has left the rider’s immediate area. Riders can contact the HCE Dispatch Office at (317) 776-3226 during normal business hours to report a lost item and make plans to retrieve their lost property. Any items in Lost and Found not claimed after 30 days may be discarded at the discretion of Hamilton County Express.

The following is prohibited on HCE vehicles:

• There is no smoking on any Hamilton County Express vehicles (includes electronic vaping devices).
• Weapons and firearms are not allowed on HCE vehicles.
• Hazardous materials are not allowed on HCE vehicles.

A personal care attendant (PCA) is welcome to accompany a passenger at no charge. All PCA's must be able to provide the assistance required of the rider, without the assistance of the driver. Please inform HCE about your attendant at the time that you schedule the trip.

Portable oxygen supply units and respirators are permitted. The unit must be able to be secured within the vehicle.

Individuals needing a service accommodation or modification should notify HCE of the request when scheduling a trip. HCE will attempt to honor all reasonable accommodation requests. You can request a reasonable accommodation from any HCE staff member.

It is HCE’s primary goal to provide the safest and most efficient service to all passengers and to meet the requirements of the Americans with Disabilities Act of 1990. HCE maintains polices to ensure passenger welfare and a pleasant and successful riding experience. The policies below address instances of passenger conduct that may negatively affect others using HCE.

All determinations about rider conduct take into account rider special needs profiles and potential extenuating circumstances (such as illness or bereavement) and are determined exclusively by the Hamilton County Express management team rather than by customer service agents, dispatchers, or drivers. Potentially detrimental conduct is defined as follows:

• Unsafe conduct: Any act that creates the potential for injury or risk to any passenger, the driver, or the public is subject to review by HCE management as a possible Rider Conduct policy infraction.
• Abusive conduct: Any disruptive or intrusive act toward a passenger, driver, dispatcher, or customer service agent. This includes, but is not limited to, any acts that are offensive (including verbal or physical abuse), threats, invading the privacy rights of others, or touching another person in a rude, insolent, or angry manner. Such behavior is prohibited when interacting with Hamilton County Express or its representatives.

Depending on the severity of the offense, services may be discontinued immediately for acts of unsafe conduct or verbal or physical abuse, at the discretion of Hamilton County Express management.

Rider Conduct policy infractions risk the following consequences:

• 1st offense: Actions that are judged to be infractions of the Rider Conduct policy shall result in suspension of services for up to 30 days.
• 2nd offense within a one-year period: The second action judged to be an infraction of the Rider Conduct policy shall result in suspension of service for up to 60 days.
• 3rd Offense within a one-year period: The third action judged to be an infraction of the Rider Conduct policy shall result in suspension of service for up to one year.

Guide dogs and other service animals are allowed to accompany you. Please inform HCE about the service animal at the time that you schedule the trip.

Subscription trips (also known as recurring trips) are recurring (daily, weekly, and so on) ongoing trips. These trips accommodate such purposes as employment, school, day services, regular medical appointments (for example, dialysis appointments and the like). Subscription trips allow a rider’s trips to be automatically created by the system to avoid the necessity of creating repeated, identical trips.

Before being considered for an HCE subscription, applicants must be a rider in good standing on HCE for at least ninety (90) days, have kept their account current, and have zero or few no-shows and late cancellations. Subscription trips are subject to availability and must be requested by submitting a Subscription Trip Request Form at least 30 days in advance of the first requested pickup date.

If approved, HCE will contact the requestor and automatically create trip requests according to the information provided on the form. If the request is denied, the requestor will be informed and may request to be placed on the waiting list for any upcoming subscription opportunities. If approved for the Subscription Trip service, the term of service will be for a period of twelve (12) months. Subscription trip riders can request possible subscription trip service renewal (based on availability) at least thirty (30) days prior to subscription trip expiration. HCE reserves the right to cancel subscription services or require adjustments in pickup and/or drop off times to meet service demands and maintain compliance with governmental regulations on subscription service levels.

To apply for a subscription trip, fill out this online subscription request form.

Appeals of any HCE actions regarding suspension of service should be submitted in writing and addressed to: Hamilton County Express Attention: Transportation Manager 1555 Westfield Road Noblesville, IN 46062

Appeal letters must be received in writing within fourteeen (14) days of receipt of notification of suspension, or the suspension will go into effect.

• HCE is a shared ride service. Remember, the driver may be picking up and dropping off other passengers before reaching your destination.
• To ensure the vehicle will be on time for other passengers, the driver cannot make unscheduled stops.
• Be prepared for delays due to traffic or weather conditions.
• HCE has a 30-minute arrival window for pickup.
• Riders must be ready to board the bus as soon as the bus arrives. The vehicle can only wait 5 minutes past arrival during your pick-up window.
• HCE dispatch will not provide "bus has arrived" home courtesy calls.
• If the HCE vehicle has not arrived within your pick-up window, call 317-776-3226.
• Riders with the text or voicemail notification option should regularly check their phones for text and messages from HCE.
• No open food or drinks while riding.
• HCE has a four (4) bag limit for carry-on items.
• HCE will abide by and enforce any federal mask wearing mandates.

For the safety and welfare of the driver and all passengers, HCE has equipped all HCE vehicles with video and audio recording devices.

Janus Developmental Services, Inc. dba Hamilton County Express operates its programs and services without regard to race, color, or national origin in accordance with Title VI of the Civil Rights Act. Any person who believes she or he has been aggrieved by any unlawful discriminatory practice under Title VI may file a complaint with Janus Developmental Services, Inc. dba Hamilton County Express. For more information on the Janus Developmental Services, Inc. dba Hamilton County Express's civil rights program, and the procedures to file a complaint, contact 317-773- 8781, (TTY 800-743-3333); bplatz@janus-inc.org; or visit our administrative office at 1555 Westfield Road, Noblesville, IN 46062. For more information, visit www.janus inc.org/transportation-services.

A complainant may file a complaint directly with the Federal Transit Administration by filing a complaint with the Office of Civil Rights, Attention: Title VI Program Coordinator, East Building, 5th Floor-TCR, 1200 New Jersey Ave., SE Washington, DC, 20590.

The purpose of the Transportation Advisory Committee is to provide HCE with recommendations regarding transportation policies and procedures; to advise HCE on transportation service changes; and, to provide a forum in which the public can raise concerns and propose solutions for improving public transportation service in Hamilton County. Committee meetings are open to the public. For meeting information, please call 317-773-8781, xt113 and ask to speak with the Senior Transportation Manager or visit our web site.

2026 Advisory Committee Meeting Dates (Location: 1555 Westfield Blvd, Noblesville IN 46060):

Day	Date	Start Time	End Time
Thursday	April 2nd	9:00 AM	10:30 AM
Thursday	June 15th	9:00 AM	10:30 AM
Thursday	September 25th	9:00 AM	10:30 AM
Thursday	December 17th	9:00 AM	10:30 AM

This material is available in an alternate format upon request.

Hamilton County Express Public Transit Operated by Janus Developmental Services, Inc. 1555 Westfield Road, Noblesville, IN 46062 317-773-8781 www.janus-inc.org

Hamilton County Express will periodically conduct rider surveys to ensure rider input by collecting data on ridership, service needs, and customer satisfaction. However, riders may submit a comment at any time relative to HCE service delivery and customer service. App users will receive invites to surveys.

We at Hamilton County Express Public Transit (HCE) endeavor to make every experience with our staff and drivers positive. We encourage you to provide us with feedback whether you were satisfied or unsatisfied. After every trip, the HCE Rides App will ask you to rate your experience, and we encourage you to take advantage of it.

We also provide an online feedback form that allows you to provide feedback about other team members in addition to the driver, such as customer service agents and dispatchers, and we encourage you to share with us those encounters where you felt the HCE service and staff have helped make your day a great one! Also, please share with us any encounters where you felt that we missed the mark in meeting service delivery expectations or providing good customer service.

As the public transportation provider for Hamilton County, we value your feedback and treat all comments received as opportunities to celebrate with our employees, as well as opportunities to improve services.