FAQ's - Access Services : ASI

FAQ's

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  • Who do I contact with questions regarding a procurement?
    • You may send an email to purchasing@accessla.org or call 213.270.6000.
  • Does Access provide the vehicles for use in its transportation service contracts?
    • Access generally provides the majority of the vehicles needed by a transportation service contractor. For information regarding a specific procurement, please address your questions to purchasing@accessla.org.
  • How do I become a vendor?
    • Select the "Register As Vendor" link under the "Doing Business With Us" section and fill out the required information. Once you submit the information, you will receive a confirmation email that will allow you to manage your account, including resetting your password.
  • Can I mail in my application to become eligible for the service? I have a doctor's note stating my disability.
    • A rider must come in for an evaluation when first applying for the service. Though your doctor's note can tell us about your medical condition, only the evaluators can determine your functional ability to use accessible public fixed route transportation.
  • How do I renew my eligibility?
    • A renewal letter is sent at least one month prior to the expiration date of your eligibility. Follow the instructions on the letter. If you have not received the renewal letter or have misplaced it, you may call Customer Service at 800.827.0829 option 1
  • How do I get a standing order ride?
    • You can call the reservation department and request to speak to the standing order department at 800.883.1295.
  • Can I use the service while waiting for my eligibility determination?
    • You will not be able to use the service while waiting for a response. You will be notified by mail within 21 days of your interview date
  • How do I file a complaint?
    • You can file a complaint by sending an email, writing a letter, or placing a phone call. Visit the "Contact Us" section for more details.
  • When should I call the Operations Monitoring Center (OMC)?
    • A rider should call the OMC if their vehicle doesn't arrive after the 20 minute window has elapsed
  • Can the Operations Monitoring Center book a trip?
    • No. If the rider needs to book a next day reservation, they will need to call the reservation department at 1.800.883.1295.
  • Why do I sometimes not receive callouts?

    • A Call Out is an automated phone call. Such a notification can also be sent via text message to a cell phone. The call or text lets you know when the vehicle will arrive or that it has already arrived. If the automated Call Out does not work, a Dispatcher will attempt to contact you before the vehicle leaves.

      Access cannot guarantee that you will receive your Call Out. A reason you may not get a Call Out would be if the  phone number that Access has on file is not correct. Additionally, Call Outs do not work with voicemail, relay devices or phone systems that require the caller to press an extra number to reach you.

      If you wish to receive a Call Out, please ensure that the Reservationist has your correct number. A cell phone number that you will have with you when you are waiting for your pick-up and that accepts calls or text messages would be the best number to give to the Reservationist for a Call Out. You may also monitor when your vehicle will arrive using the Where’s My Ride application. Please see page 44 for more information on Where’s My Ride

  • If I am having a medical emergency and needs a vehicle right away, can the Operations Monitoring Center send me a backup vehicle?
    • No. Access Services is not an emergency transportation company. The OMC will refer the rider to dial 911 or go to the nearest hospital.
  • What are the fares for riding with Access?
    • For trips up to 20 miles the fare is $2.75. Over 20 miles is $3.50. Certain exceptions apply. For details of the fares, go to http://accessla.org/riding_access/access_riders_guide/fare_card.html