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Eligibility

• Who is eligible for Access?
  • Eligibility for Access depends on a person's functional ability to independently use the fixed-route service for all or part of their trips in Los Angeles County. Eligibility is not solely based on their disability, age, or medical diagnosis.
    
    People with disabilities may qualify for eligibility if they cannot independently:
  • Get to and from the bus
  • Get on and off the bus
  • Understand which bus to get on
  • Understand when to get off the bus
  • Navigate or understand a bus schedule
  • Due to their disability, whether the disability is visible or not.
    
    Examples of Functional Disabilities:
  • Cognitive, Mental, Psychological, or psychiatric
  • Visual & Auditory Impairment
  • Physical
  • Medical
    
    Please note that your ability to drive does not disqualify you from applying.
• How do I apply for Access?
  • You can apply for Access by calling Customer Service at 1-800-827-0829, Monday through Friday from 8 a.m. to 5 p.m., or by clicking here.
• How can I submit my application and other supporting documents, such as a doctor's note, to become eligible for the service?
  • If you choose to provide medical documentation to support your condition, you can either mail it with your application or bring it to your in-person evaluation appointment. Supporting documentation is optional unless it is requested after your in-person evaluation.
• If I am waiting for my renewal, can I still use the service?
  • If your eligibility is about to expire or recently expired, please contact Customer Service for directions on extending your eligibility during the renewal process. If the service is extended, you will be authorized to use an alternative form of identification when traveling. Please note that expired Access cards cannot be used on the fixed route.
• If I am found eligible, how do I use the service while waiting for my card or renewal?
  • Please contact Customer Service at 1-800-827-0829, Monday through Friday from 8 a.m. to 5 p.m., to request authorization to ride using an alternative form of identification.
• If I have a temporary disability or an emergency need, can I apply for Access?
  • Yes, you may call Customer Service at 1-800-827-0829, Monday through Friday, from 8 a.m. to 5 p.m. for more information.
• How do I prepare for my eligibility or renewal evaluation?
  • It is best to identify and note any barriers or challenges you are currently experiencing when navigating to a bus stop, boarding the bus, or interacting with a bus schedule. Be prepared to describe how your disability and secondary disabilities affect those barriers. Eligibility will be determined through an in-person Transit Evaluation. You may refer to the "State my Case" document by clicking here for additional information. Additionally, applicants may also visit Accessla.org, navigate to the "I'd Like to Be a Rider" section, and download the Abilities Form at the bottom of the page. This form is optional, allowing applicants to select which conditions apply to them.
• What if I'm found not eligible for Access, or I don’t qualify for Access?
  • You can request an appeal by calling customer service at 80-827-0829. There are also other transportation options available for you! Click here. You can additionally ask our Mobility Management staff to help you find more options.
• How do I renew my eligibility?
  • Riders are mailed renewal information 60 days before their current expiration date. It is crucial that your address and phone number on file are accurate and up to date. If you have not received notice of your upcoming renewal, please contact Customer Service at 1-800-827-0829, Monday through Friday from 8 a.m. to 5 p.m. (Option 3 for Eligibility).

Visitors

• How do you become a registered visitor for Access Services?
  • If you're planning to use Access as a visitor, we’d love to welcome you! To register, you can:
    • Provide proof of eligibility from your local paratransit provider, or
    • Submit proof of address outside Los Angeles County along with documentation of your disability from a medical provider (such as a doctor’s note or disability verification form).
      
      As a registered visitor, you can use Access Services for up to 21 days within a calendar year.
      
      You can send your documents by:
      Fax: 213-270-6057
      Mail: Access Services, P.O. Box 5728, El Monte, CA 91731
      Email: cserv@accessla.org
      
      Still need help figuring out what to submit? Just contact our Customer Service at 800-827-0829 or 213-488-1748 if calling from out of state. 
• How do I travel to neighboring counties as a visitor?
  • Upon request, Access can send your eligibility details to another county. Simply call our Customer Service team at 1-800-827-0829, available Monday through Friday from 8 a.m. to 5 p.m. We recommend making your request at least two days in advance to ensure a smooth process. Paratransit providers allow visitors to use their services for up to 21 days per calendar year. For specific details like hours of operation, service rules, and fares, please contact the paratransit provider in the county you’ll be visiting.

• What if my visit exceeds 21 days?
  • Under Federal Transit Administration (FTA) regulations, you're allowed to use paratransit services as a visitor for up to 21 days within a calendar year. This is a great option for short-term travel or occasional visits to other counties. If you plan to travel more frequently or stay for more than 21 days, we recommend applying for local eligibility in the counties you’ll visit regularly. This helps ensure uninterrupted access to transportation services, making your travel experience smoother and more reliable.
• How do I travel to neighboring counties as a visitor?
  • Upon request, Access can send your eligibility details to another county. Simply call our Customer Service team at 1-800-827-0829, available Monday through Friday from 8 a.m. to 5 p.m. We recommend making your request at least two days in advance to ensure a smooth process. Paratransit providers allow visitors to use their services for up to 21 days per calendar year. For specific details like hours of operation, service rules, and fares, please contact the paratransit provider in the county you’ll be visiting.

Customer Service

• How do I file a complaint?
  • To submit a compliment, suggestion, complaint, or to make a general inquiry, please click here. If you need more advocacy assistance, you can reach out to your local independent living or regional center by calling 211.
     
• What are the fares for riding with Access?
  • Fares are based on the distance between your pickup and drop-off. The reservationist will inform you about the fare for you and/or your PCA or Guest when confirming your trip.
    
    One-Way Trip Fares:
    $2.75 for trips up to 19.9 miles
    $3.50 for trips 20 or more miles
    $2.00 for trips in Santa Clarita or Antelope Valley
    
    Transfer Trips (initial pick-up to final destination):
    $2.75 for trips up to 19.9 miles
    $3.50 for trips 20 or more miles
    
    Please note that drivers cannot provide change. If you are interested in purchasing coupons to pay for your trips, please click here.
• If I lost my card or am waiting for a replacement, how can I still use the service?
  • If your Access ID card is lost or stolen, we can help. Please call Customer Service at 1-800-827-0829, available Monday through Friday from 8 a.m. to 5 p.m., to report your card lost or stolen. We can authorize you to ride using another form of ID while you arrange for a replacement card and pay the replacement fee.
    
    You can still use the service with a valid government-issued ID by contacting Customer Service, Option 4. Riders should expect service to continue as usual. Accepted forms of ID include:
  • Driver’s License
  • Passport
  • Consulate ID
  • Metro TAP Card
  • Military ID
  • School ID
    
    If you’re unsure whether your ID qualifies or if you have additional questions, please give us a call—we’re happy to assist!
• How do I get a standing order ride?
  • If you regularly travel on the same day and time each week or month—whether it's a one-way or round-trip—you might find it helpful to set up a standing order. This works well for recurring trips to places like work, school, or church. To arrange a standing order, contact the regional provider where your trip begins by calling the reservation line at 800-883-1295. After selecting your region, choose option 3 to submit your request.
• Why do I sometimes not receive callouts?
  • A call-out is a helpful automated phone call, text message, or both that lets you know when your vehicle is on its way or has arrived. While this feature is designed to keep you informed, there are several reasons why you may not receive one—for example, if the phone number we have on file is incorrect, if cellular reception is poor, or if your phone system requires the caller to press an additional number to connect. If you’re consistently having trouble receiving call-outs, we encourage you to contact Access Customer Service at 800-827-0829, available Monday through Friday from 8 a.m. to 5 p.m. We're here to help make your ride experience as smooth as possible!
• What is a No Show, and how do I avoid it?
  • A ride is considered a no-show if the driver arrives within the 20-minute window, waits for 5 minutes, and cannot find you at the pickup location. Canceling your ride less than two hours before your scheduled time is also considered a no-show. If you have five or more no-shows in a month and they make up more than 10% of your total rides, your service could be temporarily suspended. However, Access wants to help you avoid missing your ride by sharing some helpful tips:
    
    However, Access wants to help you avoid missing your ride by sharing some helpful tips:
  • Always provide an accurate pick-up address with clear landmarks when making a reservation.
  • If possible, provide a reliable cell phone number so we can reach you.
  • Set reminders and cancel trips as soon as possible if your plans change.
  • Be ready and visible at your pick-up location.
  • Use the Where’s My Ride app to track your vehicle.
  • Ask a family member or caregiver for help with scheduling or canceling your rides if needed.

Reservations

• How do I make a reservation?
  • To make a reservation, call 1-800-883-1295 and select the region you will be traveling in. If you call from out of state, dial 1-213-488-1748. Click here to watch a video on how to make an online reservation.
• Are there any limitations on which packages I can take into the vehicle when I ride?
  • Each rider, including Personal Care Attendant (PCA) and/or guest, may travel with a limited number of packages – no larger than two large paper grocery bags, weighing no more than 25 pounds total. If a rider’s packages slightly exceed these limits, and granting an exception would not cause an inconvenience, the exception should be approved. Packages should be stored in any available storage area in the vehicle. If the vehicle does not provide a designated storage area or is full, the rider must be able to maintain control of packages or carry-on items throughout the trip.
  • Not sure if your items meet the requirements? Feel free to call our Customer Service team at 800-827-0829, available Monday through Friday from 8 a.m. to 5 p.m.
• What should I do if I need more help than the driver can provide?
  • Drivers can assist with getting in and out of the vehicle, loading items, and, when possible, providing limited help beyond the curb. However, the safety of the rider is very important to us, and having the appropriate support can make a big difference. If the eligible rider has a condition that affects their memory, their ability to make sound decisions about their personal safety, or if they anticipate needing help with personal or health-related needs during travel, we suggest bringing someone who can assist throughout the trip. This person is often called a Personal Care Attendant, or “PCA,” and they can ride for free.
  • As a public transit service, our drivers are not trained to provide medical care or supervision during or after the ride. A PCA can help with personal needs and safety before, during, and after the trip. While traveling with a PCA is not required, it is strongly recommended in these situations. For more information about adding a PCA to a rider’s card, please contact Customer Service at 1-800-827-0829. Please note that several community resources are available to help if you need an aide, such as a Personal Care Assistant (PCA). One such resource is the Personal Assistance Services Council (PASC) at 877-565-4477.
• How can I speak with someone in a different language?
  • If you need help in a language other than English, we're happy to assist! Just let the agent know which language you speak when you call—whether you're contacting Reservations or Customer Service—and they’ll connect you with a translator who can support you throughout the call.

OMC

• When should I call the Operations Monitoring Center (OMC)?
  • If you need help with your trip—such as checking your ETA, updating details, or resolving urgent issues—please contact your local service region directly at 1-800-883-1295. They have the necessary tools and resources to assist you quickly. You can also text Access' Operations Monitoring Center by sending “TRIP” to 800-827-4588. This connects you with a live agent who can help with immediate service needs, such as ETA updates, missed trips or no-shows, and exploring alternative transportation options.
  • If you miss your trip or your vehicle hasn't arrived by the estimated time, please call the Operations Monitoring Center at 1-800-827-0829 (Option 2), available Monday to Friday from 8:00 a.m. to 5:00 p.m. We're here to support you! For more details about how OMC can support you click here.
• Can the Operations Monitoring Center (OMC) book a trip?
  • The OMC does not book reservations directly, but they can assist in other ways. If you have a previously scheduled trip and need assistance, OMC may be able to contact the provider to check for the next available option. They can also help explore other transportation solutions if you're experiencing an urgent service need.
• If I am having a medical emergency, can the Operations Monitoring Center send me a backup vehicle?
  • If you're experiencing a medical emergency, please call 911 immediately for assistance. While we're here to support you in many ways, OMC is not equipped to handle emergency medical situations. Your safety and well-being are our top priority, and emergency services are best prepared to respond quickly and effectively.

Programs

• What programs are offered by Access?
  • Access offers two helpful programs designed to support riders with specific transportation needs. The Access to Work (ATW) program is perfect for customers who need to schedule their trips based on arrival times at work. The Parents with Disabilities (PWD) program is designed for riders who need to drop off their children or grandchildren at school or for school-related activities and then return home using the same vehicle, providing convenience and peace of mind. To learn more or find out if these programs are right for you, please contact our Customer Service team at 800-827-0829, available Monday through Friday from 8 a.m. to 5 p.m.
• How can you participate or voice concerns at Access monthly meetings?
  • Access welcomes your voice! Join our monthly public meetings and help shape the future of Access Services. Whether your feedback is good or bad, we want to hear it.
    • Community Advisory Committee (CAC): 2nd Tuesday, 1:00 p.m. (virtual & in-person)
    • Transportation Professionals Advisory Committee: Every other month, 2nd Thursday, 9:30 a.m. (virtual)
    • Board of Directors: 4th Monday, 12:00 p.m. (virtual & in-person)
      
       
  • These meetings are open to everyone for general comments. Visit our \[News and Events page] or call 213-270-6110 for updates.
    
    Can’t attend? No problem! Share your thoughts anytime:
    Website: Use the Contact Us page
    Customer Service: Call 1-800-827-0829 (Mon–Fri, 8:00 a.m.–5:00 p.m.).