Flex Connect - FAQ

Frequently Asked Questions


  • Where is the Flex Connect Zone?
    • The Flex Connect zone is located in Urbandale and northwest Des Moines. Its boundaries consist of four major roadways:

* North – Interstate 80/35

* East – Merle Hay Road

* South – Hickman Road

* West – NW 86th Street

  • Flex Connect trips must start and end within the Flex Connect zone; with the starting point or ending point being one of the three designated transfer points within the zone: Gloria Dei Park & Ride (Route 93), Buccaneer Arena Park & Ride (Route 92) and Merle Hay Mall (Routes 5, 14, 16, or 50).
  • What do I do if the voucher doesn’t work?
    • If the voucher does not appear as a payment option, try the following:
      • If the voucher doesn't work, check to make sure the trip starts or ends within the Flex Connect zone and starts or ends at one of the three transfer points, Monday - Friday between 5:30 a.m. and 6:30 p.m. Also, retrace the instructions provided and make sure their Uber app is updated to the latest version.
      • Check to make sure the trip starts or ends within the Flex Connect zone and starts or ends at one of the three transfer points, Monday - Friday between 5:30 a.m. and 6:30 p.m.
      • Reinstall the voucher using the instructions provided.
      • Update your Uber app to the latest version.
    • If you continue having issues with claiming the voucher, locate the “Help” button within your Uber app to submit a request for assistance. You may still make Flex Connect eligible trips by booking your trip with DART Customer Service at 515-283-8100.
  • How long will it take for my Uber/taxi to arrive?
    • In general, please allow 5-20 minutes for your Flex Connect ride to pick you up.
    • If you request a ride in the Uber app, you will see the driver’s name, vehicle type, license plate number, and estimated arrival time upon booking.
  • What does it cost to use Flex Connect?
    • Flex Connect is free to riders that connect to DART buses at one of three transfer points. Riders will pay regular fare when they connect to a DART route.
  • Are there age requirements for using Flex Connect services?
    • Flex Connect riders must be at least 18 years old. Those under the age of 18 may ride if accompanied by a rider who is 18 or older.
  • Can a trip be planned for multiple people?
    • Flex Connect services can accommodate up to 3 people per trip at this time due to COVID-19 precautions. 
  • Is there a limit to the number of rides I can book?
    • There is no set limit to the number of rides a user can request as long as the ride falls within the Flex Connect zone, starts or ends at a transfer point and is booked with the program’s hours of operation.
  • Can I plan a trip with Flex Connect in the MyDART app?
    • Yes, you can plan a trip in the MyDART app that starts or ends in the Flex Connect zone and travels outside of the zone using another DART route. Flex Connect trips must be booked in the Uber app or by calling customer service.
    • If a trip fits the Flex Connect parameters, the MyDART app will provide an alert linking you to ridedart.com/flexconnect. From there, you can claim the voucher (first time users) or link to the Uber app (return customers) to book your trip.
  • Can I book a ride in advance?
    • If you wish to book a trip in advance, please call customer service at 515-283-8100. Advanced booking is not available in the Uber app when using the DART Flex Connect voucher.
  • Will I be charged if I cancel the trip or no-show?
    • You will not be charged for a canceled trip. If you are no longer able to take your trip, please cancel your trip in advance. If you book through the Uber app, you can cancel within the app. If you booked through customer service, please call 515-283-8100 to cancel. Multiple no-shows may result in the rider no longer being allowed to use Flex Connect services.
  • Are Flex Connect vehicles wheelchair accessible?
    • Uber and taxi service can accommodate riders with mobility devices that can be folded and placed into the vehicle. For riders with mobility devices that require a ramp or lift, please call customer service at 515-283-8100 to book an on-demand trip in a DART accessible vehicle.
  • What does the term “pilot program” mean?
    • A pilot is a test period that allows DART to gather input and amend the program to most effectively serve the area. Flex Connect is a new service model for DART so, DART is using this pilot to learn rider preferences of using this new service model, such as how riders prefer to schedule their trip, when they are riding, what buses they are connecting to, how many trips are made daily, and others.
  • Why did DART discontinue Flex Route 73?
    • Flex Route 73 operated during peak travel commute times on weekdays, connecting residents to the Gloria Dei and Buccaneer Ice Arena Park & Ride lots. The service has very low ridership, so DART replaced the service with a different model that will increase the amount of service available at a lower cost.

Questions about Flex Connect?

Please call DART customer service at 515-283-8100.


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