Public Rights and Accessibility
Title VI of the Civil Rights Act
Policy Statement
As a provider of public transportation whose employees have extensive daily contact with the public, Black Hills Stage Lines, Inc. (BHSL) dba Express Arrow recognizes its responsibility to the community which it serves and is committed to a policy of nondiscrimination.
Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of race, color, or national origin in programs and activities receiving Federal financial assistance. Specifically, Title VI provides that “no person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance.”(42 U.S.C. Section 2000d).
The Environmental Justice component of Title VI guarantees fair treatment for all people and provides for BHSL, to identify and address, as appropriate, disproportionately high and adverse effects of its programs, policies, and activities on minority and low-income populations, such as undertaking reasonable steps to ensure that Limited English Proficiency (LEP) persons have meaningful access to the programs, services, and information BHSL provides.
Environmental Justice regulations are:
1. To avoid, minimize, or mitigate disproportionately high and adverse human health and environmental effects, including social and economic effects, on minority populations and low-income populations;
2. To ensure the full and fair participation by all potentially affected communities in the transportation decision-making process;
3. To prevent the denial of, reduction in, or significant delay in the receipt of benefits by minority and low-income populations.
Implementation of the Title VI Program is accorded the same priority as compliance with all other legal obligations incurred by BHSL in its financial assistance agreements with DOT.
Title VI Complaint Procedures
What is Title VI of the Civil Rights Act of 1964?
Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of race, color and national origin in programs and activities receiving Federal financial assistance.
Black Hills Stage Lines dba Express Arrow is committed to ensuring that no person is excluded from participation in, or denied the benefits of its transit services on the basis of race, color, or national origin, as protected by Title VI in Federal Transit Administration (FTA) Circular 4702.1.A If you believe you have been subjected to discrimination under Title VI, you may file a complaint.
How do I file a Title VI Complaint?
You may file a signed, written complaint up to one hundred and eighty (180) days from the date of alleged discrimination. The complaint should include the following information:
Your name, mailing address, and how to contact you (i.e., telephone number, email address, etc.)
How, when, where and why you believe you were discriminated against. Include the location, names and contact information of any witnesses.
Other information that you deem significant or important.
The complaint may be filed in writing with Black Hills Stage Lines at the following address:
Black Hills Stage Lines, Inc. dba Express Arrow
Title VI Coordinator
720 E Norfolk Avenue
Norfolk, NE 68701
By Facsimile: 402-371-3267
NOTE: Black Hills Stage Lines encourages all complainants to certify all mail that is sent through the U.S. Postal Service and/or ensure that all written correspondence can be tracked easily. For complaints originally submitted by facsimile, an original, signed copy of the complaint must be mailed to the Title VI Coordinator as soon as possible, but no later than 180 days from the alleged date of discrimination. Please be sure to keep a copy of the complaint.
What happens to my complaint after it is submitted to Black Hills Stage Lines?
All complaints alleging discrimination based on race, color or national origin in a service or benefit provided by Black Hills Stage Lines will be directly addressed by Black Hills Stage Lines. Black Hills Stage Lines shall also provide appropriate assistance to complainants, including those persons with disabilities, or who are limited in their ability to communicate in English. Additionally, Black Hills Stage Lines shall make every effort to address all complaints in an expeditious and thorough manner.
In instances where additional information is needed for investigation of the complaint, Black Hills Stage Lines will contact the complainant in writing. Please note that in responding to any requests for additional information, a complainant’s failure to provide the requested information may result in the administrative closure of the complaint. 1 of 2 (Updated 9/2011) 2 of 2 (Updated 9/2011)
Once sufficient information for investigating the complaint is received by Black Hills Stage Lines, a written response will be drafted subject to review by the Black Hills Stage Lines’ attorney. If appropriate, Black Hills Stage Lines’ attorney may administratively close the complaint. In this case, Black Hills Stage Lines will notify the complainant of the action as soon as possible.
Your name, mailing address, and how to contact you (i.e., telephone number, email address, etc.)
How, when, where and why you believe you were discriminated against. Include the location, names and contact information of any witnesses.
Other information that you deem significant or important.
The complaint may be filed in writing with Black Hills Stage Lines at the following address:
Black Hills Stage Lines, Inc. dba Express Arrow
Title VI Coordinator
720 E Norfolk Avenue
Norfolk, NE 68701
By Facsimile: 402-371-3267
NOTE: Black Hills Stage Lines encourages all complainants to certify all mail that is sent through the U.S. Postal Service and/or ensure that all written correspondence can be tracked easily. For complaints originally submitted by facsimile, an original, signed copy of the complaint must be mailed to the Title VI Coordinator as soon as possible, but no later than 180 days from the alleged date of discrimination. Please be sure to keep a copy of the complaint.
How will I be notified of the outcome of my complaint?
Black Hills Stage Lines will send a final written response to the complainant and advise the complainant of his or her right to: 1) appeal within 7 calendar days of receipt of the final written decision from Black Hills Stage Lines, and/or 2) file a complaint externally with the U.S. Department of Transportation and/or the Federal Transit Administration. Every effort will be made to respond to Title VI complaints within 60 working days of receipt of such complaints, if not sooner.
In instances where additional information is needed for investigation of the complaint, Black Hills Stage Lines will contact the complainant in writing. Please note that in responding to any requests for additional information, a complainant’s failure to provide the requested information may result in the administrative closure of the complaint. 1 of 2 (Updated 9/2011) 2 of 2 (Updated 9/2011)
Once sufficient information for investigating the complaint is received by Black Hills Stage Lines, a written response will be drafted subject to review by the Black Hills Stage Lines’ attorney. If appropriate, Black Hills Stage Lines’ attorney may administratively close the complaint. In this case, Black Hills Stage Lines will notify the complainant of the action as soon as possible.
Your name, mailing address, and how to contact you (i.e., telephone number, email address, etc.)
How, when, where and why you believe you were discriminated against. Include the location, names and contact information of any witnesses.
Other information that you deem significant or important.
The complaint may be filed in writing with Black Hills Stage Lines at the following address:
Black Hills Stage Lines, Inc. dba Express Arrow
Title VI Coordinator
720 E Norfolk Avenue
Norfolk, NE 68701
By Facsimile: 402-371-3267
NOTE: Black Hills Stage Lines encourages all complainants to certify all mail that is sent through the U.S. Postal Service and/or ensure that all written correspondence can be tracked easily. For complaints originally submitted by facsimile, an original, signed copy of the complaint must be mailed to the Title VI Coordinator as soon as possible, but no later than 180 days from the alleged date of discrimination. Please be sure to keep a copy of the complaint.
Can I file a complaint with another agency or organization?
In addition to the complaint process described above, you may file a Title VI complaint with the following offices:
Federal Transit Administration
Region X Office of Civil Rights
Attention: Title VI Program Coordinator
915 Second Avenue, Suite 3142
Seattle, WA 98174
In instances where additional information is needed for investigation of the complaint, Black Hills Stage Lines will contact the complainant in writing. Please note that in responding to any requests for additional information, a complainant’s failure to provide the requested information may result in the administrative closure of the complaint. 1 of 2 (Updated 9/2011) 2 of 2 (Updated 9/2011)
Once sufficient information for investigating the complaint is received by Black Hills Stage Lines, a written response will be drafted subject to review by the Black Hills Stage Lines’ attorney. If appropriate, Black Hills Stage Lines’ attorney may administratively close the complaint. In this case, Black Hills Stage Lines will notify the complainant of the action as soon as possible.
Your name, mailing address, and how to contact you (i.e., telephone number, email address, etc.)
How, when, where and why you believe you were discriminated against. Include the location, names and contact information of any witnesses.
Other information that you deem significant or important.
The complaint may be filed in writing with Black Hills Stage Lines at the following address:
Black Hills Stage Lines, Inc. dba Express Arrow
Title VI Coordinator
720 E Norfolk Avenue
Norfolk, NE 68701
By Facsimile: 402-371-3267
NOTE: Black Hills Stage Lines encourages all complainants to certify all mail that is sent through the U.S. Postal Service and/or ensure that all written correspondence can be tracked easily. For complaints originally submitted by facsimile, an original, signed copy of the complaint must be mailed to the Title VI Coordinator as soon as possible, but no later than 180 days from the alleged date of discrimination. Please be sure to keep a copy of the complaint.
Título VI de la ley de derechos civiles
Declaración de política
Como un proveedor de transporte público, cuyos empleados tienen amplio contacto diario con el público, Black Hills Stage Lines, Inc. (BHSL) dba Express Arrow reconoce su responsabilidad con la comunidad que sirve y está comprometido con una política de no discriminación.
Título VI de la ley de derechos civiles de 1964 prohíbe la discriminación por raza, color, u origen nacional en programas y actividades que reciben asistencia financiera Federal. Específicamente, título VI establece que “ninguna persona en los Estados Unidos, por razón de raza, color u origen nacional, excluida de la participación en, ser negada los beneficios de o ser objeto de discriminación bajo cualquier programa o actividad recibiendo asistencia financiera Federal.”(42 U.S.C. sección d 2000).
El componente de justicia ambiental del título VI garantiza un trato justo para todas las personas y prevé BHSL, para identificar y abordar, como apropiados, desproporcionadamente altos y adversos efectos de sus actividades, programas y políticas sobre las minorías y las poblaciones de bajos ingresos, como los pasos razonables para asegurar que las personas Limited English Proficiency (LEP) tienen acceso significativo a los programas, servicios, y proporciona información BHSL empresa.
Las regulaciones ambientales de la justicia son:
1. Para evitar, minimizar o mitigar desproporcionadamente alta y adversa de la salud humana y efectos ambientales, incluyendo los efectos sociales y económicos, en las minorías y las poblaciones de bajos ingresos;
2. Para asegurar la participación plena y justa por todas las comunidades potencialmente afectadas en el proceso de toma de decisiones de transporte;
3. Para evitar la negación de, reducción o retraso significativo en la recepción de beneficios por las minorías y las poblaciones de bajos ingresos.
Implementación del programa Título VI se otorga la misma prioridad como cumplimiento con todas las demás obligaciones legales incurridos por BHSL en sus acuerdos de asistencia financiera con el punto.
TÍTULO VI PROCEDIMIENTOS DE QUEJA
¿Cuál es el título VI de la ley de derechos civiles de 1964?
Título VI de la ley de derechos civiles de 1964 prohíbe la discriminación por raza, color y origen nacional en programas y actividades que reciben asistencia financiera Federal.
Black Hills etapa líneas se compromete a garantizar que ninguna persona está excluida de la participación en, o negada los beneficios de sus servicios de tránsito sobre la base de raza, color u origen nacional, protegidos por el título VI en Federal Transit Administration (FTA) Circular 4702.1.A si usted cree que han sido sometidos a discriminación bajo el Titulo VI, usted puede presentar una queja.
¿Cómo presento una queja de título VI?
Usted puede presentar una firmado, escrito de queja hasta uno doscientos ochenta (180) días desde la fecha de la supuesta discriminación. La queja debe incluir la siguiente información:
Su nombre, dirección postal y cómo comunicarse con usted (es decir, número de teléfono, dirección de correo electrónico, etc.)
¿Cómo, cuando, donde y por qué crees que fueron discriminados. Incluya la información, nombres y localización de testigos? Otra información que consideres importante o significativo.
Puede presentar la queja por escrito con líneas de Black Hills etapa a la siguiente dirección:
Black Hills Stage Lines, Inc. dba Express Arrow
Coordinador del título VI
720 E Norfolk Avenue
Norfolk, NE 68701
Por fax: 402-371-3267
Nota: líneas de Black Hills etapa alienta a todos los denunciantes para certificar todo el correo que se envía a través del Servicio Postal de Estados Unidos o asegurar que toda la correspondencia escrita puede ser rastreada fácilmente. Por denuncia presentada originalmente por facsímil, una copia de la denuncia original, firmada debe ser enviada al Coordinador del título VI tan pronto como sea posible, pero no más tarde de 180 días desde la fecha supuesta de discriminación. Por favor asegúrese de guardar una copia de la queja.
¿Qué pasa mi queja después de que se presenten a las líneas de etapa de Black Hills?
Todas las quejas alegando discriminación basado en raza, color u origen nacional en un servicio o beneficio proporcionado por Black Hills etapa líneas directamente abordarán por líneas de etapa de Black Hills. Black Hills etapa líneas también proporcionará asistencia apropiada a los denunciantes, incluyendo a las personas con discapacidad, o que son limitados en su capacidad para comunicarse en inglés. Además, líneas de Black Hills etapa hará todos los esfuerzos para abordar todas las quejas de una manera expedita y minuciosa.
En casos donde se necesita información adicional para la investigación de la queja, Black Hills etapa líneas pondremos en contacto con el denunciante por escrito. Tenga en cuenta que para responder a cualquier solicitud de información adicional, la falta de un querellante para proporcionar la información solicitada puede resultar en el cierre administrativo de la queja. 1 de 2 (actualizado 9/2011) 2 de 2 (actualizado 9/2011)
Una vez recibida la información suficiente para investigar la denuncia por las líneas de etapa de Black Hills, una respuesta por escrito a redactarse sujetas a revisión por el abogado de las líneas de Black Hills en etapa. Si es apropiado, abogado de Black Hills etapa líneas puede cerrar administrativamente la queja. En este caso, Black Hills etapa líneas notificará al demandante de la acción tan pronto como sea posible.
¿Cómo se notificará el resultado de mi queja?
Etapa líneas enviará un final escrito en respuesta a la organización querellante y aconsejar al demandante de su derecho a: 1) la apelación dentro de 7 días de la recepción de la final escrita decisión de Black Hills etapa líneas, o 2) presentar una denuncia externamente con el Departamento de transporte de Estados Unidos o la Administración Federal de tránsito. Se realizará todos los esfuerzos para responder a las quejas del título VI dentro de 60 días hábiles de la recepción de tales quejas, si no antes.
¿Puedo presentar una queja con otra agencia u organización?
Además el proceso de queja descrito anteriormente, usted puede presentar una queja del título VI con las siguientes oficinas:
Administración Federal de tránsito
Región X Oficina de derechos civiles
Atención: Título VI Programa Coordinador
915 Second Avenue, Suite 3142
Seattle, WA 98174
Intercity Motorcoach Bill Of Rights
We at Express Arrow pledge that as an intercity bus rider, you should experience a safe and reliable bus ride with professional and courteous service. This includes having a clean and comfortable bus with clear rules for how to ride and be safe onboard the bus and in case of emergency.
I. A safe ride every time
– Compliance with all vehicle and traffic laws and regulations.
– Fully trained drivers.
– Vehicles that meet all applicable safety requirements. Safe and orderly loading and unloading of passengers.
II. Courteous, clean and accessible service
– Clean, comfortable and well-maintained vehicles and terminals.
– Professional courteous drivers.
– Assistance for disabled persons at terminals, street side locations and on board.
– No discrimination with respect to prices or carriage.
III. Dependable Service
On-time service with consideration given to events outside the operator’s control including weather, construction, congestion, etc.
Adequate assistance determined on a case-by-case basis in situations of last minute cancellations or following a material delay caused by the operator.
Reasonable compensation or rerouting in situations of overbooking or in cases of cancellation or a material delay caused by the operator.
IV. Accurate and timely information
– Accurate information regarding routes, schedules and fares, including onboard announcements of stops.
– Timely information on service delays, including cancellations.
– Travel information for all passengers before and during their journey as well as general information about travel in terminals and online.
V. Communications
– A complaint handling mechanism available to all passengers for issues involving travel, baggage, package express and accommodations for disabled persons.
– Knowledge of the bus number to report incidents.
– Diligent investigation and timely redress of complaints.
Please feel free to contact us at expressarrow.com or 877-779-2999.
VI. Transparent safety measures
– Travelers planning a bus trip are encouraged to think safety first before buying a ticket or chartering a bus by using the Federal Motor Carrier Safety – Administration’s (FMCSA) “Look Before You Book” video and safety tips, available at http://www.fmcsa.dot.gov/safety/look-you-book/passengers-%E2%80%93-stay-safe-and-look-you-book.
– The SaferBus mobile app gives bus riders a quick and free way to review a bus company’s safety record before buying a ticket or booking group travel. The SaferBus app, available for iPhone, iPad and Android phone users, can be downloaded for free by visiting FMCSA’s webpage at http://www.fmcsa.dot.gov/safety/passenger-safety/saferbus-mobile-application.
– Consumers can also file a complaint by calling FMCSA’s toll free hotline 1-888-DOT-SAFT (1-888-368-7238) from 9:00 a.m. to 7:00 p.m. eastern time, Monday through Friday or through the online National Consumer Complaint Database.
VII. Combatting Human Trafficking & Sexual Assault
Carriers will endeavor to train all drivers and front-line employees to recognize and report any observable occurrences of human trafficking or sexual assault to the appropriate authorities.
Carriers will endeavor to make reporting avenues available to all passengers and members of the general public passing through or near intercity transportation terminals to enable them to report any observable occurrences of human trafficking or sexual assault to the appropriate authorities.
Passengers With Disabilities
Welcome to Express Arrow. We are here to meet the transportation needs of all passengers, including those with disabilities, with the respect you deserve. We assist with boarding and alighting the bus, special handling and transferring of luggage, and when we can safely do so, storage and retrieval of mobility devices. These services are provided from the beginning to the end of your trip with Express Arrow and any interlining carriers, should part of your trip involve travel on another bus company.
Help Us Help You
We can better assist you if you call us 48 hours in advance of your travel at 877-779-2999. Express Arrow agents are available to take your call during the following times: 8 am to 5 pm, Monday through Friday. When calling this number, please provide our information center with your specific assistance and/or travel needs and travel schedule. When you arrive at the bus terminal, please make our drivers and agents aware of your needs during your trip.
Lift-Equipped Buses
If your travel needs require a lift-equipped bus, please call us with your travel schedule 48 hours in advance of your trip at 877-779-2999, Monday through Friday between 8 am and 5 pm. During your call, please be prepared to provide us with your contact information, so that we may confirm your request. If you are unable to provide 48 hours advance notice, Express Arrow will make every reasonable effort to provide travel, including alternative boarding assistance or re-routing you on another schedule operated by Express Arrow or another bus company.
When requesting a lift-equipped bus or any additional assistance and your trip originates on an Express Arrow and continues with another bus company or your return trip is provided by another bus company with a connection with Express Arrow, Express Arrow will notify the connecting bus company of your request. Express Arrow, however, makes no representations about what that other bus company may be able to offer in terms of service or lift-equipped buses.
Because Express Arrow assigns wheelchair seating on a first come, first serve basis, even if you called 48 hours in advance, we encourage you to arrive at least 30 to 45 minutes before departure time. For many of the routes served by Express Arrow, customers line up for boarding 45 minutes prior to the scheduled departure time.
*The passenger and mobility device must have a combined weight of no more than 600 pounds and be within 30 inches wide and 48 inches long.
Storing And Handling Your Mobility Aids
Your mobility aids may travel inside the bus in the overhead compartment or under your seat. If your aid will not fit safely in either of these locations, it will need to have a baggage tag placed on it and stored in the baggage compartment under the bus, limits may apply. A baggage tag can be obtained at the ticket counter at no additional cost. The maximum weight for a stowed mobility device cannot exceed 200 pounds, and it must be no larger than 30 inches wide and 48 inches long. Mobility aids that exceed either or both of these dimensions will not be accepted.
Ask a ticket agent/driver for a baggage tag if your mobility aid needs to be stowed in the baggage compartment. Assistive devices are not considered extra baggage and are transported free of charge unless you have more than one, in which case the second device would be considered additional baggage and subject to a charge.
Under the federal baggage tariff, if a mobility device is placed in the baggage compartment and it gets damaged or lost, the maximum reimbursement allowed per adult ticket purchased is the cost of replacing the device or $250.00 whichever is lesser.
Please arrive at the departure point in plenty of time for us to store your wheelchair or mobility aid device for an on-time departure.
Oxygen
The use of portable oxygen tanks are permissible on the bus with a maximum of 4 canisters per passengers as follows: 2 canisters aboard the bus for your use and 2 canisters stowed in the baggage compartment. Passengers are responsible for ensuring that they have enough oxygen to complete their travel and are responsible for arranging for refills while in route. The maximum dimensions of any single canister cannot exceed 4.5 inches in diameter and 21 inches high. All oxygen canisters not in use must have safety caps on the valves.
Rest Stops
When the bus stops at designated intermediate, rest, or meal stops on the scheduled route, you may request assistance form the operator for alighting, boarding the bus or any other assistance. If the assistance requires the use of the lift on the bus, the non-use of the lift may be subject to any hazardous conditions that may exist at the stop.
Medicine
All medicine must be in your carry-on luggage. Do not put it in your checked luggage under the bus.
Service Animals
Service animals are welcome to travel with the passenger with a disability, as long as the animal does not occupy a seat or obstruct the aisle. Service animals must always be in the control of their owners or handlers, such as on a leash or in a carrier. Express Arrow reserves the right to refuse travel to any animal which poses a direct threat to other customers or Express Arrow drivers or employees.
Customer Complaints
In accordance with the provisions of the Civil Rights Act of 1964, Express Arrow does not discriminate on the basis of a disability, race, color, national origin, or gender. Express Arrow is committed to protecting your rights. If you feel that you have experience any type of discrimination, including but not limited to discrimination as a person with a disability under the Americans with Disabilities Act (ADA) you may file a complaint. Please send a written statement to: Tony Barrios, Director of Operations at 12295 E 37th Ave, Denver, CO 80239. Please provide a detailed description of the incident. Include a copy of your ticket showing your travel itinerary, the trip schedule, bus number, date, time, and location, as well as the names(s) and/or description(s) of any Express Arrow personnel you believe did not provide you appropriate assistance. You may also send your complaint and any required documents by email to tony@arrowstagelines.com.