How to Schedule Medicare Advantage Transportation

Introduction

If you have a Medicare Advantage plan, you may be able to get a ride to certain health appointments as an extra plan benefit. Because Medicare Advantage plans are run by private companies and vary by county and plan type, the exact rules for transportation can look different from one plan to the next.

This guide walks you through practical steps to schedule transportation through a Medicare Advantage plan, what lead time to plan for, and what information you will want to have ready.

What this guide covers

• What Medicare Advantage transportation usually means
• How to confirm whether your plan covers rides
• What scheduling rules to ask about, including lead time
• The information you will need to request a ride
• How to schedule, confirm, change, or cancel a trip
• What to do if your ride is delayed, denied, or does not show up

Understand what Medicare Advantage transportation is

Medicare Advantage, sometimes called Part C, is an alternative way to get Medicare Part A and Part B coverage through a Medicare-approved private plan. Plans must cover the same medically necessary services as Original Medicare, and many plans also offer extra benefits that Original Medicare doesn’t cover.

Transportation to routine medical appointments is one of the extra benefits some Medicare Advantage plans choose to offer, but it is not included in every plan.

This is different from emergency ambulance coverage. If you think you are having a medical emergency, call 911. Medicare’s ambulance coverage rules are separate from any rides benefit your Medicare Advantage plan may offer.

Transportation support matters because missed or delayed care can affect health and independence. National data show that many people report lacking reliable transportation for daily needs, and transportation barriers can affect access to care.

Step 1: Confirm that your plan includes a transportation benefit

Start by finding out whether your plan offers rides, and what kind.

Where to look

• Your plan’s Evidence of Coverage, sometimes called the EOC
• Your plan’s Summary of Benefits or similar benefit summary
• Your member ID card, which often lists a Member Services number
• Your plan’s online member portal, if you use one

Medicare explains that the Evidence of Coverage is a document your plan sends each year that describes what the plan covers and how much you pay. If you don’t have it, your plan should be able to send it again.

What to look for in your documents

Search for terms like:

• Transportation
• Rides
• Non-emergency medical transportation
• Medical appointments
• Supplemental benefits
• Special supplemental benefits for the chronically ill

If the language is unclear, call the number on your member card and ask whether rides to appointments are covered, and how to schedule them.

Step 2: Learn your plan’s rules and lead time

There is no single national scheduling rule for Medicare Advantage transportation. Your plan sets the process, and it may be managed by your plan directly or by a transportation coordinator.

Before you book your first ride, ask Member Services or the transportation line these questions.

Questions to ask about lead time and scheduling rules

• How far in advance do I need to schedule a ride for a routine appointment?
• Do you offer same-day rides, or do all rides need advance scheduling?
• Are there different rules for early morning appointments, specialty visits, or return rides?
• What days and hours is the transportation line available?
• Do I need prior authorization, a referral, or confirmation that the appointment is covered?
• How many one-way trips are allowed per month or per year?
• How far can the ride go, and does it need to stay within the plan’s service area?
• Is transportation limited to specific appointment types, such as primary care, specialist visits, dialysis, imaging, or physical therapy?

It also helps to ask about accessibility.

• Can you send a wheelchair-accessible vehicle if I need one?
• Is door-to-door help available, or is it curb-to-curb?
• Can a caregiver ride with me, and does that need to be arranged ahead of time?

Write down the answers, along with the name of the person you spoke with and the date of the call. This can help if there is confusion later.

Step 3: Gather the information you will need to request a ride

When you call to schedule, having the right details ready usually speeds things up. Plans often ask for the same core information, even though the exact form can vary.

Member information

• Your full name, date of birth, and Medicare Advantage member ID number
• The plan name and, if requested, the group or contract number from your card
• A phone number where you can be reached on the day of the ride

Appointment information

• The appointment date and check-in time
• The provider or clinic name
• The full address, including suite number, building name, or campus location if relevant
• A callback number for the clinic, if the plan needs to confirm the visit

Pickup and return details

• Your pickup address and any helpful notes, such as gate codes or the best entrance
• Whether you need a ride home after the appointment, and an estimated end time
• Whether you can wait in a lobby or designated pickup area, or need help from your door

Mobility and safety needs

• Wheelchair, walker, oxygen, or other equipment that affects the vehicle type
• Whether you need a driver who can assist with steps or transfers
• Whether you need an escort to ride with you

If you don’t know the exact end time of the appointment, ask whether your plan schedules return rides as a flexible “will-call” pickup. Some plans schedule a return pickup window rather than a fixed time.

Step 4: Schedule the ride step by step

Once you have your plan rules and your trip details, you are ready to book.

1) Contact the right number

Use the transportation number your plan provides if there is one. If not, call Member Services and ask to be connected to transportation scheduling.

2) Confirm eligibility for the trip

Ask the scheduler to confirm:

• That transportation is available for your type of appointment
• That the destination is within the covered area
• Whether you have any cost sharing for the ride

3) Request any accessibility accommodations

If you need a wheelchair-accessible vehicle or you will travel with medical equipment, say so at the start of the call. Plans may need to arrange a specific vehicle type.

4) Get the confirmation details

Before you end the call, ask for:

• A trip confirmation or reference number
• The pickup time and pickup window
• Where the driver will meet you
• Any instructions for return pickup

If your plan can send confirmation by text, email, or through the member portal, ask how to access it. If not, write it down.

A simple script you can use

• I’m a member of your Medicare Advantage plan and I’d like to schedule transportation to a medical appointment.
• My appointment is on [date] and I need to arrive by [time].
• The pickup address is [address] and the destination is [clinic name and address].
• I need a [wheelchair-accessible vehicle or standard vehicle] and I will be traveling with [equipment or an escort].
• Can you confirm the pickup window and give me a trip confirmation number?

Step 5: Plan for the day of the ride

Transportation benefits work best when you plan for small delays.

• Be ready before the start of your pickup window
• Keep your phone nearby and charged
• Have your member ID card and the trip confirmation number with you
• If you use a walker or wheelchair, have it ready by the door

If you are scheduling a return ride, ask your clinic where you should wait and whether staff can help you get to the pickup area. Some rides use a pickup window, so you may need to wait a short time after the appointment ends.

Step 6: Change or cancel your trip the right way

Plans usually require you to call the same transportation line to change or cancel a ride. Because rules vary, ask your plan:

• How late you can cancel without losing one of your allowed trips
• Whether missed rides count against your trip limit
• Whether you can reschedule the same day if your appointment time changes

If you are sick, the weather is unsafe, or your appointment is cancelled, call as soon as you know. Early cancellation can also help other members who are waiting for rides.

If your ride is late, denied, or does not show up

A late or missing ride is stressful, especially if you are trying to get to an appointment.

If the ride is running late

• Call the transportation line and provide your confirmation number
• Ask for the driver’s estimated arrival time and whether the pickup location changed
• If you will miss your appointment, call the clinic right away and ask about late arrival policies or rescheduling

If transportation is denied

Sometimes a plan may say a trip is not covered, or you need additional approval. If you disagree with a coverage decision, Medicare explains that you have the right to appeal decisions made by a Medicare Advantage plan.

If the issue is service quality, such as repeated no-shows or unsafe conditions, Medicare also explains how to file a complaint.

Ask your plan to tell you, in writing, how to appeal a denial. Keep any letters you receive, and write down dates, names, and confirmation numbers.

If you need urgent help

If you feel medically unsafe, call 911. Transportation benefits are not designed for emergencies.

Tips for caregivers helping someone schedule rides

If you are coordinating transportation for a parent, partner, or friend, these steps can make the process easier.

• Keep a single place for plan documents, confirmation numbers, and appointment details
• Ask the plan what permissions are needed for you to schedule rides on the member’s behalf
• Consider scheduling rides for recurring visits as a series if the plan allows it
• Build in extra time for mobility needs, check-in procedures, and return pickup windows

Help from Understood Care

If you want help coordinating appointments and transportation, Understood Care has resources that can support you:

• Transportation support: https://understoodcare.com/care-types/transportation-help
• Appointment support: https://understoodcare.com/care-types/appointments
• Accessible transportation planning: https://understoodcare.com/uc-articles/accessible-transportation-assistance
• Care coordination support: https://understoodcare.com/care-types/care-coordination‍

FAQ

• How do I schedule Medicare Advantage transportation?
  Check your plan’s Evidence of Coverage or Summary of Benefits, then call the transportation number or Member Services to request a ride and get a confirmation number.
• Does Medicare Advantage cover rides to doctor appointments?
  Some plans offer transportation as an extra benefit, but it varies by plan and location.
• How far in advance do I need to book Medicare Advantage transportation?
  Lead time is set by your plan. Ask the transportation line what the required advance notice is and schedule as early as you can.
• What information do I need to schedule a Medicare Advantage ride?
  You typically need your member ID, pickup address, appointment time, destination address, and any mobility or accessibility needs.
• Can a caregiver ride with me on Medicare Advantage transportation?
  Some plans allow an escort, but you usually need to request it when you schedule.
• What if my Medicare Advantage ride is late or doesn’t show up?
  Call the transportation line with your confirmation number, contact your clinic if you’ll be late, and document what happened.
• What can I do if my Medicare Advantage plan denies transportation?
  Ask for the denial in writing and follow the plan’s appeal process if you disagree with the coverage decision.
• Is Medicare Advantage transportation the same as ambulance coverage?
  No. Ambulance coverage is a separate Medicare benefit and is intended for medically necessary transport, often in emergencies.
• What if my plan doesn’t offer transportation?
  You can look for community options through the Eldercare Locator or local aging services, and ask your clinic about transportation resources.

References

• Medicare. Understanding Medicare Advantage Plans (PDF). https://www.medicare.gov/publications/12026-understanding-medicare-advantage-plans.pdf
• Medicare. Medicare Advantage & other health plans. https://www.medicare.gov/health-drug-plans/health-plans
• Medicare. Evidence of Coverage (EOC). https://www.medicare.gov/basics/forms-publications-mailings/mailings/costs-and-coverage/evidence-of-coverage
• Medicare. Medicare and You 2026 (PDF). https://www.medicare.gov/publications/10050-medicare-and-you.pdf
• Medicare. Your Medicare Benefits (PDF). https://www.medicare.gov/publications/10116-your-medicare-benefits.pdf
• Medicare. Ambulance services coverage. https://www.medicare.gov/coverage/ambulance-services
• Medicare. Filing a complaint. https://www.medicare.gov/providers-services/claims-appeals-complaints/complaints
• Medicare. Appeals in Medicare health plans. https://www.medicare.gov/providers-services/claims-appeals-complaints/appeals/medicare-health-plans
• U.S. Government Accountability Office. Medicare Advantage: Plans Generally Offered Some Supplemental Benefits, but CMS Has Limited Data on Utilization (GAO-23-105527) (PDF). https://www.gao.gov/assets/gao-23-105527.pdf
• MedPAC. Medicare Advantage supplemental benefits (Oct 2024) (PDF). https://www.medpac.gov/wp-content/uploads/2023/10/MA-supp-benefits-MedPAC-Oct-2024-SEC.pdf
• CMS. Updated Guidance for Medicare Advantage Organizations (PDF). https://www.cms.gov/files/document/updated-guidance-medicare-advantage-organizations-5132020.pdf
• USDA Food and Nutrition Service. Medicare Advantage Supplemental Benefits Excluded from Income. https://www.fns.usda.gov/snap/medicare-advantage-supplemental-benefits-excluded-income
• CDC NCHS. Data Brief No. 490: Reliable transportation and other measures (PDF). https://www.cdc.gov/nchs/data/databriefs/db490.pdf
• Administration for Community Living. Eldercare Locator. https://eldercare.acl.gov/
• KFF. Extra Benefits Offered by Medicare Advantage Firms Vary. https://www.kff.org/medicare/extra-benefits-offered-by-medicare-advantage-firms-varies/

This information is for general education and does not replace medical advice from your own clinicians or care team. If you are considering PACE or have questions about PACE program food benefits, talk directly with your local PACE organization or a trusted advocate.