Access has a 20-minute pick-up window. This means that a vehicle is considered on time if it arrives up to 20 minutes after the scheduled time. For example, if the pick-up is for 11 AM, the vehicle can arrive anytime between 11 AM and 11:20 AM and still be considered “on time.”

Understanding Curbside Pick-ups

Access is a curb-to-curb service. This means that the driver cannot leave the vehicle to come to your door or enter your building. In most cases, our vehicles will not be able to enter private driveways, gated communities or gated apartment buildings. If you need help getting to the curb, please be prepared to rely on your personal care assistant, friend or relative. For information about Beyond the Curb service, please see page 25 in your Rider's Guide.

Our vehicles will enter public roadways only if they are wide enough for safe driving. There must be room for our largest vehicles to exit without backing up. If you are not sure whether we will be able to reach a particular location, call Access Customer Service for information:

1.800.827.0829
TDD 1.800.827.1359

Understanding Wait Times

The driver will wait only five minutes for you to arrive at the curb. If the driver is early, the five-minute wait begins at your scheduled pick-up time.