Access Service

Reservations can be made up to 7 days in advance but no less than the day before the scheduled trip. Reservation hours are daily, including holidays, from 8:00 a.m. to 5:00 p.m. Standard Service, the primary service of Access, is required by the ADA.

If you have a recurring ride(s), the same day(s), time(s) and pick-up/drop-off address, you may request a Subscription reservation. If you would like to schedule a subscription trip, call the reservation line and ask to apply for subscription service. The reservation agent will take your ride information and submit it to the subscription scheduler. You will be notified of a subscription start date if your request is approved within ten (10) business days of your request. After the start date of your subscription reservation, Access will send a vehicle without your having to call in advance to schedule each ride. Please note that not all subscription requests may be approved.

A subscription reservation can not be changed. If a new address or scheduled time is needed, a new subscription request must be made. If a one time change is needed to a subscription trip, the subscription trip affected by the change will need to be cancelled for that trip. The client will then schedule a standard service trip for their one time need.

Access requires that you use a seatbelt. If you need a seatbelt extension, please ask for one. The driver will assist you if requested.

Drivers may only position and secure riders using wheelchairs or mobility devices in a forward-facing position.

Access will make every attempt to accommodate “common” wheelchairs, scooters and other mobility devices, using the definition of the ADA. However, federal law says that these devices cannot exceed 30 inches wide, 48 inches long and 600 lbs. in total weight (rider and mobility device).

Omnitrans Access may not be able to accommodate mobility devices larger than these dimensions.

You are welcome to travel with your service animal aboard Access. Remember to inform the Access Reservationist when you are traveling with your service animal.

All riders are asked to show consideration to these animals and their owners who have the right to use Access

A Personal Care Attendant (PCA) is someone who assists you with your personal care. During the eligibility certification process if you were approved to have a PCA it will say so on your ID card.

As an eligible rider, you may travel with a PCA and one guest. The PCA rides free but the guest must pay the same fare as you. Additional guests may travel with you if space is available. Each guest must pay the full fare. The PCA or guests must board and exit the vehicle at the same locations as the rider being assisted.

Children under the age of six who are certified for ADA paratransit service must be accompanied by a “responsible person” when using ADA service. A responsible person is defined as one who can directly control and supervise the child. All eligible riders, regardless of age, must pay the fare.

Children 46” tall and under scheduled to travel with eligible riders are not charged (limit two free per paying adult).

IMPORTANT! Access does not provide safety seats for children. Children 6 years of age or younger and children weighing less than 60 pounds must be secured in a rider provided car safety seat when traveling on board an vehicle or they will not be transported.

Non-service animals may travel on Access only if the animal is in a properly secured cage or container that meets the guidelines of the package policy and does not jeopardize the health or safety of other passengers or the driver. The driver cannot assist in loading or unloading the cage or container.

Reminder: Please be considerate of riders who may be fearful of dogs or other animals.

An eligible rider may bring packages aboard Access vehicles equivalent in size to no more than 4 (12 – 15 pound) grocery bags. Rider or PCA must be able to maintain control of packages while on the vehicle. Drivers may help load packages on and off the vehicle to and from the curbside only.

IMPORTANT! You cannot transport hazardous materials such as weapons, fuel, corrosives, etc.

Access is not responsible for lost or damaged items.

If you leave an item on an Access vehicle, call reservations and inform the Reservationists. If the item is located, you may schedule a Next Day ride to pick up the item at the lost and found department during regular business hours. All lost and found articles are disposed of after 60 days.

Reservations can be made up to 7 days in advance but no less than the day before the scheduled trip. Reservation hours are daily, including holidays, from 8 a.m. to 5 p.m. Standard Service, the primary service of Access, is required by the ADA.

If you have a recurring ride, you may request a Subscription reservation by calling the reservation line and asking to apply for subscription service. The reservation agent will take your ride information and submit it to the subscription scheduler. You will be notified of a subscription start date if your request is approved within ten business days of your request. After the start date of your subscription reservation, Access will send a vehicle without your having to call in advance to schedule each ride. Please note that not all subscription requests may be approved.

Please notify a reservationist if there are any of the following changes:

• Your name
• Your home address
• Your mailing address
• Your phone number
• Your mobility device
• Alternate Format Needs
• Large Print
• Audio Tape
• Braille
• Electronic Format

All Access trips are scheduled with a 30-minute pick-up window. That means that a vehicle is considered “on-time” if it arrives at the pick-up location up to 30 minutes past the scheduled time.

EXAMPLE: You have a pick-up scheduled for 11AM
The vehicle is “on time” if it arrives between 11 AM and 11:30AM.

If the vehicle arrives after of the pick-up window, it is considered late.

When you call to schedule an Access trip, please be prepared to provide the following information in the following order:

1. Last name, first name.
2. Requested pick up time and date.
3. Exact pick up address.
4. Exact drop off address.
5. Mobility device or service animal.
6. Total number of additional passengers (PCAs or companions) traveling including any mobility device or service animal for the additional passengers.

IMPORTANT: When you make reservations you must specifically request a return trip to get a return trip. Return trips are not automatically scheduled.

You may not request a specific type of vehicle except to accommodate a mobility device.

Reminder: If you are on hold with Access, do not hang up. If you hang up and call back, you will return to the end of the phone waiting line.

If you want to request a change for a trip you have already scheduled, please call the reservations number. Access Service is not required to accommodate trip change requests on the day of the trip.

When you discover you cannot take a scheduled trip, call reservations immediately and cancel the trip. When canceling a trip, please be prepared to give the Reservationist your name, address and scheduled pick-up time.

If you cancel your trip with less than one hour notice, or if you schedule a ride and do not show up for the ride, you may be charged a “No Show”.

Subscription trips that are cancelled for more than 30 consecutive days or have excessive cancellations are subject to removal from subscription service.

A Rider No Show occurs when

• you cancel a trip less than one hour before the scheduled pick-up time or
• you do not show for a scheduled ride within 3 minutes of the driver arriving, as long as the driver arrived within your 30-minute pick-up window.

It is not a Rider No Show if the driver arrives after the 30 minute pick-up window – regardless if you are there or call to cancel the trip.