Frequently Asked Questions
Answers Before You Book Medical Transportation.
Have questions about scheduling, payment, service types, safety, or long-distance transportation? Here are answers to the questions families and care teams ask most often.
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Common Questions About MTS
Every transport situation is different. These answers are a helpful starting point, and our team is always available if you need help deciding what kind of transportation is right for your loved one.
MTS accepts calls through our dispatch center and provides transportation availability for both local and long-distance needs.
Local service: Units are generally operational 24 hours per day, Monday through Saturday, including holidays. Sunday service may be available by special arrangement.
Long-distance service: Long-distance transportation is available 24 hours a day, 7 days a week, including holidays.
In most cases, Medicare, Medicaid, and personal insurance do not cover the cost of our non-emergency medical transportation services.
In Utah, Medicaid transportation is generally handled through an approved carrier contracted with the state. MTS is also approved through certain low-income programs, including FlexCare / New Choice Waiver.
Please call us for more information. We can help you understand what options may apply to your situation.
We offer ambulatory, wheelchair, and stretcher transportation for local needs. For long-distance trips, patients commonly travel by stretcher or gurney for comfort and safety. Equipment is secured in our vehicles using specialized lock systems and restraints designed to help protect clients during transport.
We accept Visa, MasterCard, Discover, American Express, bank debit cards, personal checks, and cash.
Payment is generally expected at the time of transport. For clients who use us regularly, monthly invoicing may be available.
Please try to give us at least 12 hours of advance notice when possible. We run a busy daily schedule, but when an urgent need comes up, we will do our best to fit your transport into the schedule. If you need CNA or nurse support, family ride-along space, or pet-in-kennel accommodations, please mention that when scheduling.
Yes. Family members are welcome to ride along with the passenger at no additional cost.
Depending on the trip and vehicle setup, up to 1–2 family members may be able to accompany the passenger. Please mention any ride-along needs when scheduling so our team can confirm the best transportation setup.
Yes. When additional care support is needed, MTS can coordinate contracted CNA or nurse assistance for the transport.
CNA and nurse fees are included with the transportation quote, so families understand the full cost before the ride is scheduled.
Pets may be allowed when needed, provided they travel safely in a kennel. Please let us know about any pet transportation needs when scheduling so we can confirm the details in advance.
Mobility Transportation Services carries mandatory coverage of $1.5 million single-limit liability and $1.0 million general liability on our vans. We are licensed to drive within Salt Lake City boundaries as well as Salt Lake International Airport.
At the time of hire, drivers are trained by company leadership to meet MTS safety and care standards. Training includes working with clients who may be living with Alzheimer’s, dementia, mental health concerns, or other special needs.
All MTS drivers go through an extensive background check with the State of Utah as well as a 10-year background check through the Salt Lake Airport Authority. Drivers must have an excellent driving record and pass a drug test at the time of hire.
We also update driver records regularly and may conduct random drug testing as needed.
Yes. Our company vans carry oxygen on board for clients who may need it during transport.