COMMENDATIONS, COMPLAINTS OR COMMENTS
(See page 18)
ACCESS SERVICES
CUSTOMER SERVICE
Monday - Friday, 8:00AM to 5:00PM
1-800-827-0829 (Press 1)
1-800-827-1359 (TDD
IMMEDIATE SERVICE PROBLEMS
ACCESS SERVICES
OPERATIONS MONITORING CENTER
1-800-827-0829 (Press 2)
1-800-827-1359 (TDD)
If your vehicle has not arrived by the scheduled pick up time plus the 20-minute on-time window, please call the same Reservations number you called to schedule your ride. Ask for an estimated time of arrival (ETA) and the vehicle number that has been assigned your trip.
If the vehicle has not arrived within the given ETA, call the Access Services Operations Monitoring Center (OMC). The Operations Monitoring Center has a staff dedicated to helping Access riders with immediate service needs, including ensuring no one with a scheduled ride is left stranded away from home. The Operations Monitoring Center is open 24 hours per day, 7 days a week.
The OMC maintains a Backup Response System designed to offer a “safety net” on occasions when a trip does not go as planned. OMC will contact Access providers for you to find alternatives for getting you home, including dispatching a road supervisor or other vehicle, if available. OMC can also request help from a “backup provider.” Backup providers are not Access drivers or vehicles. They may be available to give you a ride faster than an Access vehicle.
OMC operators can send a “wait-only” vehicle to stay with you until appropriate transportation arrives. For Access riders using a mobility device such as a wheelchair, wait-only vehicles can offer an added sense of security.
For more details, see our website at www.asila.org or contact Customer Service.