Riders’ Frequently-Asked Questions

Please contact Customer Service at 1-800-966-7114, Monday through Friday 6:00am to 6:30pm. One of our friendly customer service agents will gladly assist you with your concern.

Please contact Customer Service at 1-800-966-7114 Monday through Friday 6:00am to 6:30pm, to report the absence preferably 24-hours in advance and no later than one hour before the scheduled pick up time.

Requests for change of address need to be made through the Service Coordinator at the Regional Center. Please keep in mind changes takes 5 business days to be processed. To avoid a lapse in service, please notify your Service Coordinator well in advance if you will be moving.

No, the driver is responsible for receiving and releasing the participant at the door of the vehicle and cannot accompany the participant to and from the door of the home. The service provided is curb-to-curb service, meaning the bus will meet participants at the curb of the designated address.

Unless a participant lives independently or is authorized for an unsupervised delivery with a signed release is on file, a designated adult must accompany the participant to and from the bus at all times. The parent/care provider is responsible for the participant until s/he is assisted on to the bus and once the participant is off the bus.

Yes, Customer Service contacts the home to notify families/care givers of changes of 10 minutes or more, two business days prior to the effective date.

If the driver arrives on time, at the scheduled pick up time, the driver will wait three minutes past the scheduled pick up time before departing.

Yes, as State Mandated Reporters, drivers are required to report and document incidents that occur during transportation.

If it the bus has not arrived 15 minutes after the scheduled pick up time or drop off time, call Customer Service at 1-800-966-7114. On occasion, there may be delays that are not reported. In these instances, your call will alert us of the occurrence.