Frequently Asked Questions

Booking is simple. You can call us directly at (502) 627-0672 or fill out the contact form on our Contact page. Tell us your name, pickup address, destination, the date and time you need, and the type of trip — and we'll handle the rest. We'll confirm your booking promptly.

We recommend booking at least 24 to 48 hours in advance to ensure availability. For recurring trips — such as dialysis three times per week — we strongly encourage setting up an ongoing schedule so your time slot is permanently reserved. Same-day requests may be possible depending on availability, but cannot be guaranteed.

Absolutely — and we highly encourage it. For patients who need transportation on a regular schedule (dialysis three times per week, weekly therapy, etc.), we set up a standing schedule. This guarantees your rides are booked in advance so you never have to worry about availability. Just call us to get your recurring schedule established.

We understand that medical situations change. We ask that you notify us as early as possible if you need to cancel or reschedule — ideally at least 2 hours before your scheduled pickup. This allows us to manage our schedule and potentially accommodate other clients. For recurring rides, please call us as soon as you know a trip is no longer needed.

No. Lifeline Ride Services is a private pay and self-pay service only. We do not bill Medicaid, Medicare, or any private insurance provider. Clients or their family members pay directly. We maintain fair, transparent pricing — call us for current rates on your specific trip.

Our pricing is based on trip distance, destination, and type of service. We provide straightforward quotes with no hidden fees or surge pricing. For a specific rate on your trip, please call us at (502) 627-0672 — we'll give you a clear price before you commit to anything.

We accept cash and major payment methods. Please call us to confirm current accepted payment options when booking your ride. We never add surprise charges after the fact — the rate you're quoted is the rate you pay.

At this time, Lifeline Ride Services serves ambulatory clients only — passengers who can walk independently to and from the vehicle, with or without assistive devices such as a cane or walker. We do not currently offer wheelchair transportation. If you require wheelchair-accessible transport, we recommend contacting specialized providers in the Louisville area.

We serve Louisville, KY and surrounding areas. Not sure if we cover your specific location? Call us and we'll confirm right away. See our Service Area page for more details.

We cover medical appointments, dialysis, physical and occupational therapy, specialist visits, hospital discharge (ambulatory), and pharmacy pickups. View our full Services page for details on each offering.

Yes, in most cases. If a family member, caregiver, or companion needs to accompany the client, please let us know when booking so we can ensure adequate space and plan accordingly. Additional passengers may affect pricing — just ask when you call.

Yes. All Lifeline drivers undergo thorough background checks before they ever transport a client. We take your safety seriously, which means we are extremely selective about who represents our company and carries our clients. Additionally, all drivers have valid Kentucky drivers' licenses and clean driving records.

Vehicle cleanliness is a priority for us — especially given that many of our clients have compromised immune systems or health sensitivities. Our vehicles are cleaned and sanitized regularly, with particular attention paid to high-touch surfaces. You should expect a fresh, clean environment every time you step in.

Yes. Lifeline Ride Services is fully licensed and insured to operate as a transportation service in Kentucky. You ride with the confidence that comes from knowing you're in a properly credentialed, insured vehicle with a qualified driver.