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Access Services
Access Services
 :: Riding Access ::  Rider's Guide  ::  Welcome

Welcome to Access

Now that you are eligible for Access, it’s important to learn how to use our system. This guide will explain how to:

  • Schedule (and, if necessary, cancel) your ride
  • Wait for your ride
  • Help make sure your trip is a pleasant one

First, we’d like to let you know what Access is—and what it is not.

What We Are

Public Transportation: Access is a form of public transportation. We offer a shared-ride service for persons with disabilities who, because of their disability, are unable to use regular bus and light rail services.

Your travel time will be similar to travel time on a bus or rail line. You probably will not go directly to your destination because other riders need to be picked up or dropped off first. In that way, we are like a shared-ride airport service.

Our Service Area: Access operates in the same general area as the Los Angeles County local bus and rail routes. If your pick-up and drop-off locations are ¾ of a mile or less from these routes, Access can take you where you want to go.

The map on pages 36-37 shows Access’ service area. It extends from Antelope Valley in the north to San Pedro in the south, and from Malibu in the west to Claremont in the east.

You can make an appointment to be picked-up from and dropped-off at almost any curbside location you choose within this area.

Above and Beyond ADA Requirements: Our service in Los Angeles County is required by the Americans with Disabilities Act (ADA), the civil rights law passed by the U.S. Congress in 1990. Access meets the “minimum” standards set by the law. We also go beyond the ADA requirements in two important ways:

  • One, we coordinate service throughout the county, so that you can cross city boundaries with ease. You can schedule your entire trip with just one phone call. Except for trips to and from Santa Clarita or the Antelope Valley, you can stay in the same vehicle, with no need to transfer.
  • Two, Access operates a call center to help its customers use and improve the service. (See below for more information.)

Giving You Independence: Access helps you independently go wherever you need to go:

  • To visit friends
  • To keep a doctor’s appointment
  • To take a class
  • To your paid or volunteer job
  • To a place of worship
  • To a store
  •  To see a movie

And anywhere else you wish to go.

Please note that under federal law (the Americans with Disabilities Act), all destinations must be treated as equal. For example, a person who needs to visit the doctor cannot get a quicker pick-up or a faster ride than a person who wants to see a movie.

Access Call Center: Access operates a call center that has two primary functions:

  • Access Customer Service can assist you in filing complaints, answering questions about the service, replacing Access Rider ID Cards, providing information about other transit options and other customer service needs. Call 1.800.827.0829 (TDD 1.800.827.1359) and choose the appropriate option.

    Access Customer Service is available Monday through Friday from 8am to 5pm. (See page 28 for more information.)
  • Access Customer Support can assist you with immediate, urgent service problems. It can be reached at the same toll free number and then pressing 2. Customer Support is available 24 hours a day, seven days a week. (See page 19 for more information.)