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Adapto

The On-Demand Transport for Persons with Reduced Mobility (ADAPTO)

The Adapto mobility service

The Adapto mobility service is a specialised mobility service that serves as an individualised public transport service for citizens with an irreversible disability or a physical, mental, sensory or psychological impairment when this disability results in severely reduced mobility. It is an occasional “door-to-door” transport service on request and operates on a contract basis. The client is picked up at the pavement of their drop-off location.

Adapto does not serve as:

  • Measure for persons with temporarily reduced mobility due to an accident, fracture or other temporary disability,
  • Benefit for senior citizens with age-related impairments (unless they have a disability as described in the above section),
  • Benefit for assistance with transport, outings and transfers already provided under long-term care insurance,
  • transport for sick persons,
  • Taxi ambulance.

Beneficiaries – conditions for access to the service

Generally, access to Adapto-Transport is granted if the applicant:

  • has a severe permanent motor disability,
  • is blind or severely visually impaired,
  • has a cognitive or neurological disability,
  • has a serious progressive illness,
  • And if his or her disability prevents him or her from using public transport or driving a car.

Persons who are habitually resident in the Grand Duchy of Luxembourg and who meet the above conditions are eligible for the Adapto service.

Children will be transported from the age of 12.

Application form for access to the Adapto service

To access the transport service, an application has to be made using this form, accompanied by a medical certificate in any case not older than 3 months.

The form can be downloaded from myGuichet.lu

The documents have to be sent to the following address:

Ministry of Mobility and Public Works
Service Transports PMR Adapto
L-2938 Luxembourg

To contact the Adapto department, you can use the following e-mail address: adapto@tr.etat.lu.

Adapto card

If the applicant meets the admission conditions, an Adapto card will be issued, showing the number and expiry date of the card, as well as the first name, surname and date of birth of the holder. This card will be sent to the applicant by mail. It is strictly personal.

Transport timetable and conditions

Timetable

  • Sundays (and public holidays), Mondays, Tuesdays, Wednesdays, Thursdays: from 7 am to 10 pm;
  • Friday and Saturday: from 7 am to 12pm;
  • 24th December: from 7 am to 8 pm.

Operation

  • The service operates within the Grand Duchy of Luxembourg;
  • journeys are grouped and small detours are therefore possible;
  • It is allowed to the client to take a handbag, a small piece of luggage or his groceries in reasonable quantities.

Accompanying third person

  • The passenger can be accompanied by a maximum of one accompanying person, to be determined by the client. The person must travel the same route throughout the journey.
  • If the Adapto Card indicates that the holder is accompanied, the accompanying person must be able to provide reasonable assistance to the beneficiary.

Adapto is only a transport service and does not provide nursing or social assistance. In the event of a disability-related need for assistance, the beneficiary must be accompanied by a competent trusted person or he / she has to use a taxi or taxi ambulance.

Dogs

Dogs are admitted free of charge under the full responsibility of the beneficiary and on condition that they are leashed. They must be secured in the vehicle with a special belt to prevent them from slipping and endangering the driver. The owner of the dog must provide the safety belt.

Safety for the transport of the recipient

Vehicles are equipped with wheelchair restraints to secure the wheelchair. Passengers must also be secured with a lap belt attached to the wheelchair. The recipient must provide additional special fastening material. The same applies to special belts (e.g. for different types of epilepsy or hypotonia).

It is recommended that the wheelchair is equipped with a headrest. This is not included in the scope of delivery.

Electric wheelchairs such as scooters or other wheelchairs that cannot be properly fixed are not permitted for transport.

The role of the Adapto driver

The driver picks up the passenger at the pavement of the departure point. He or she may help a passenger get on or off the bus. The driver waits for a maximum of ten minutes. The drive helps the passenger to put on an appropriate safety belt and fits the wheelchair tie-down-equipment.

Réservations

It is possible to book a ride until 7 pm the day before the transport.

Reservations can be made via a reservation platform. You can make a reservation:

  • by calling the Mobilitéitszentral: 2465-2465;
  • via the ADAPTO app, which you can download from the Google Play Store or the Appstore;
  • via online reservation

Book your Journeys with your smartphone

Users who have a new Adapto card issued as part of the reform and are thus registered on this new platform can book and cancel their journeys themselves via a mobile application.

This app is available free of charge in three languages (French, German and English) for:


Android (Google play) , IOS (App Store)

Accessibility Statement of the Adapto app

The mobile application allows the customer to :

  • activate and connect to their account,
  • follow their transport in real time and thus know the precise arrival of the transport vehicle,
  • Receive push notifications.

Authentication is done by email address and password.

Users can book their journey before 7pm for the following day. The journey can be booked up to 2 months in advance.

Measures in case of discourtesy

Persons, who disrupt public order and safety, behave inappropriately or fail to comply with the regulations, the Terms and Conditions and the driver’s instructions may be temporarily or permanently excluded from the Adapto service, depending on the severity of the offence.

Curfew

Covid-19: Additional Curfew Information:

The hours of operation of the transport services will be adjusted according to the measures announced by the government.

Evening services must depart no later than 10:30pm on Friday and Saturday.

For more information: covid19.lu

Additional information:

News

More information that is useful related to the “Adapto” service reform | Gouvernement.lu (press release of 14.02.2020 in French)

Reform of the “Adapto” service: new modalities and creation of a single booking platform | Government.lu (press release of 28th January 2020 in French)

Documents

Equipment of the Adapto buses (in French)

Forms

Application for access to the Adapto transport service | Guichet.lu (in French)

Press releases

More information that is useful related to the “Adapto” service reform | Gouvernement.lu (press release of 14th February 2020 in French)

Reform of the “Adapto” service: new modalities and creation of a single booking platform | Government.lu (press release of 28th January 2020 in French)

The “Adapto” mobility service is reformed to benefit free public transport | Gouvernement.lu (press release of the 23rd September 2019 in French)

Extension of the transition period | Gouvernement.lu (press release of the 5th March 2020 in French)

Legal information

Data protection (in French)