Palm Tran customer service — complete professional guide

Overview and what customer service covers

Palm Tran customer service is the public interface for Palm Beach County’s fixed-route bus network and its complementary paratransit program. Customer service handles trip planning assistance, fare and pass sales, service alerts, operator feedback, lost-and-found inquiries, paratransit eligibility and appeals, and ADA compliance questions. A robust customer-service operation is essential for on-time performance, rider confidence and continuous service improvement.

Use customer service any time you need a formal record of a problem (missed transfer, safety incident, fare dispute, or lost property) or when you require mobility accommodations. For web-based resources, schedules, fare charts and official forms, consult Palm Tran’s official website: https://www.palmtran.org. That site is the authoritative source for current route maps, temporary detours, published fares and service notices.

Primary contact channels and practical tips

Palm Tran offers multiple contact channels: phone support, an online contact form, in-person customer service at major transit centers, and social-media service alerts. When you call or submit a form, expect the first level of response to be informational (route times, trip planning); escalations that require investigation (safety incidents, operator behavior, lost property) will be routed to supervisors and documented for follow-up. For the fastest resolution of schedule concerns and urgent safety issues, phone contact is usually best; for documentation (complaints, appeals, lost-and-found claims) use the website form so there is a written record.

Before you contact customer service, collect the specific details they will need: route number, direction, estimated stop or intersection, date and time, bus exterior number (usually printed on the bus), fare media used, and a short description of the operator or other parties involved. If you are reporting lost property, note where you boarded, where you exited, and describe the item clearly (brand, color, unique identifiers). Providing complete details up-front reduces back-and-forth and shortens investigation time.

Paratransit (ADA) services and eligibility process

Palm Tran’s paratransit program exists to meet ADA requirements and provide door-to-door service for riders who cannot use fixed-route buses because of a disability. The eligibility process is formal: applicants complete an application form detailing functional limitations and may be required to submit supporting documentation from a medical professional. In many jurisdictions the ADA-prescribed timeframe for an eligibility determination is within 21 calendar days of a complete application; if an in-person functional assessment is required, an interim eligibility decision is typically provided while the assessment is scheduled.

Practical advice: when applying, attach concise medical documentation that links functional limitations explicitly to public-transport use (for example, inability to wait at standard stops, steps or standing for more than X minutes). If your application is time-sensitive, request expedited processing and keep copies of all submissions. If you are approved, retain a copy of your eligibility letter and note any travel restrictions or allowable aides (attendant companions, mobility devices). If denied, the letter must explain appeal rights and the deadline for requesting an administrative review.

Fares, passes and payment logistics

Palm Tran accepts multiple types of fare payment; typical systems include exact cash on board, reloadable fare media and mobile ticketing through the agency’s official channels. For frequent riders, weekly and monthly passes significantly reduce per-ride cost compared to single-ride cash fares; student, senior and disabled reduced-fare programs are available but require proof of eligibility. Always confirm current dollar values and concessions on the official website before purchase, since fare structures change periodically with county budgets and service updates.

When paying by cash, carry exact change because drivers cannot always make change. For stored-value fare cards or mobile tickets, register your account to protect credit on loss or theft and to enable online reloading. If a fare transaction fails (card error, payment declined), request a written receipt or incident number from customer service for prompt resolution. Documentation is essential if you need a refund or fare adjustment after an operator error.

Lost & found, complaints, and escalation procedure

Lost-and-found items are a frequent customer service workload. Immediately report the loss via the online form and include: route number, bus ID or stop, date and time, and a detailed item description. Agencies typically hold found items for a statutory period (commonly 7–30 days) before disposal or auction; if the item is valuable (electronics, wallets, IDs) insist on a tracking number and follow up within the agency’s stated retention window.

For customer complaints about service quality, safety, operator conduct or billing disputes, file a formal complaint through the website so the issue is entered into the agency’s records. A professional complaint should include: what happened, where and when, names or badge numbers if available, photo(s) or video if safe and legal to capture, and the remedy you seek. If the initial response is unsatisfactory, escalate through the documented appeal process — start with a supervisor, then request a written review or administrative hearing as specified on the agency’s complaints page.

Checklists and escalation steps

• Information to have when contacting customer service: route number, bus ID, direction, date/time, stop name or intersection, fare proof (receipt or card transaction), and photos if relevant.
• Escalation sequence: (1) frontline customer service (phone/online), (2) supervisor review with incident tracking number, (3) formal written appeal or administrative review per the agency’s policy, (4) if unresolved, contact county oversight (transit division of Palm Beach County) or file an ADA complaint with the Federal Transit Administration.

Who is the CEO of Palm Tran?

Ivan Maldonado
Ivan Maldonado is a proud Army veteran who has solidified a reputation as a senior leader in public transportation, operations and public service for the past 20 years. Mr. Maldonado currently serves as the Executive Director of Palm Tran since July 2024.

What happened to route 52 Palm Tran?

Zones. Routes 21, 52, and segments of 92 will no longer be served starting September 22, 2024. See the zones below and the newly aligned routes.

How do I email Palm Beach flight training?

[email protected]
E-mail: [email protected].

Who is the ex CEO of Palm?

Carl J. Yankowski
Carl J. Yankowski (July 22, 1948 – May 13, 2023) was an American businessman who served as the CEO of Palm, Inc.

How can I provide feedback to Palm Tran?

1. Palm Tran Public Transportation. 100 N. 561-841-4BUS (4287)
2. Customer Service Hours: Monday – Friday: 6:00 am – 6:00 pm. Saturday: 8:00 am – 5:00 pm.

Can I use a mobile app to track Palm Tran buses?

Palm Tran App
Plan your trip, track your bus.