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Access ADA Service

Omnitrans Access Service is an Americans with Disabilities Act (ADA) mandated public transportation service for people unable to independently use the fixed route bus service in South Western San Bernardino County for all or some of their trips. Access provides curb-to-curb service to complement the Omnitrans fixed-route bus system, and is available during the same periods that fixed-route service operates. The Access service area is up to 3/4 mile on either side of an existing bus route; view a service area map (service is available outside the standard area for an additional fee; see below for details). Access riders make reservations for their trips, or arrange a subscription service. For information not on this page, view the Access brochure in English or Spanish.

Standard Service by Reservation

Reservations can be made up to 7 days in advance but no less than the day before the scheduled trip. Reservation hours are daily, including holidays, from 8:00 a.m. to 5:00 p.m. More information about scheduling trips is available below.

Access Services Dispatch and Reservations Center:

West Valley: 1-(800) 990-2404
East Valley:  1-(909) 383-1680
TDD: 1-(909) 383-1689

Repeater Service

If you have a recurring ride or rides on the same day or days and times, and with the same pick-up/drop-off address, you can request repeater service by contacting the Access reservation line. If your request is approved (please note that not all repeater requests may be approved) you will be notified of a start date within ten (10) business days of your request. After your repeater start date, Access will send a vehicle without your having to call in advance to schedule each ride. A repeater reservation cannot be changed; if a new address or scheduled time is needed, a new repeater request must be made. If a one-time change is needed to a repeater trip, the trip affected by the change will need to be cancelled for that trip and you will need to schedule a standard service trip for your one-time need.

Access Rider ID Card

To ride Access you need an Access Rider ID Card, which you can get for free by applying to Omnitrans for ADA Certification. You can download an ADA Certification application below, or call Omnitrans at (909) 379-7100 to request an ADA application package by mail. Riders must show their valid Access Rider ID Card to the driver each time they board an Access vehicle. Lost ID cards can be replaced for a $5 fee. Do not allow anyone to use your Omnitrans Access ID card for any reason, or you may be suspended from Access Service.

ADA Certification Application (PDF, English)
ADA Solicitud de Certificación (PDF, Spanish)
ADA Application Instructions (PDF, English)
ADA Instrucciones de Aplicacion (PDF, Spanish)

Access Fares

Access ADA Service fares are based on the distance of your trip and how many zones that distance covers (see the Access service area map for details on zones). For example, if your trip is within one to three zones you will pay a lower per trip fare than if your trip is longer and goes through four or more zones. View our fare table for more information.

You can order Access tickets by mail by calling 1-(909) 379-7100 for an order form, or you can purchase them online from the Omnitrans Store.

Beyond ADA Service Area (per trip fare)

Access service is available outside the 3/4 mile boundary but still within the city limits of the 15 cities that comprise the Omnitrans service area, for a $5.00 surcharge. Trips must originate or end within the ADA service area. Beyond ADA boundary service is available Monday through Friday from 9:00 am to 8:00 pm, and Saturday and Sunday from 7:00 a.m. to 7:00 p.m. View our fare table for more information.

Children under 46" tall ride free (limit 2). Personal Care Attendants (PCAs) ride free. Access drivers are not allowed to accept tips. Please do not offer.

Scheduling Standard Access Service

When planning your trip, please remember that Access is shared-ride public transportation. You should expect that there may be other passenger pick-ups and drop-offs along the way. All riders are asked to show consideration to riders with service animals; they have the right to use Access service.

Pick-up

When you call to make a trip reservation, you will be offered a pick-up time within one hour before or one hour after your requested time (the "Reservation Window"). For example, if you request a pick-up at 6:00 a.m., you will be offered a pick-up time between 5:00 a.m. and 7:00 a.m. If the Reservationists cannot schedule a trip for you within the Reservation Window, it is considered a "Trip Denial" and you may report it to Customer Service even if you accept the trip time offered.

The driver will wait for you at the pick-up location for 3 minutes; you must be at the scheduled pick-up location at the scheduled time or you may miss your ride and be charged a Rider No Show. If a driver arrives early, they must wait for you until the scheduled pick up time and 3 more minutes. If your vehicle has not arrived by the scheduled time plus the 40-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.

Return trips

Return trips should be scheduled for the latest time you think you will be able to travel. If you are ready earlier than your scheduled pick-up time, you may call to see if an earlier ride is available. If an earlier ride is not available, you will need to keep your original pick-up time. For example, you go to the doctor and do not know what time you will be finished, so you schedule your return trip for 4:00 p.m. You actually finish at the doctor and are ready for your return trip at 2:00 p.m. You can call to see if an earlier ride is available; if it is not, you will need to keep your 4:00 p.m. ride home.

Trips cannot be scheduled to have a vehicle wait for you to drop something off or pick something up. You will need to schedule 2 separate trips. Drivers are not allowed to change drop off locations or make intermediate stops, including fast food drive through.

Conditional or Trip by Trip eligibility

If you have Conditional or Trip by Trip eligibility you may only schedule trips as described in your eligibility determination letter. Repeatedly scheduling invalid trips could result in you being temporarily suspended from Access service.

Wheelchairs and Mobility Devices

Access Service will make every attempt to accommodate the rider's mobility device. The mobility device must safely fit onto the lift platform and the lift must be able to safely raise the mobility device and its occupant. Service can be refused if the mobility device and its occupant cannot safely utilize the lift to board the vehicle.

Personal Care Attendants and Guests

A Personal Care Attendant (PCA) is someone who assists you with your personal care. During the eligibility certification process if you were approved to have a PCA it will say so on your ID card. As an eligible rider, you may travel with a PCA and one guest. The PCA rides free but the guest must pay the same fare as you. Additional guests may travel with you if space is available. Each guest must pay the full fare. The PCA or guests must board and exit the vehicle at the same locations as the rider being assisted.

Service Animals

You are welcome to travel with your service animal aboard Access. Remember to inform the Access Reservationist when you are traveling with your service animal. All riders are asked to show consideration to these animals and their owners who have the right to use Access.

Changes to Access Policies and Procedures

Please note that Access Policies and Procedures may change. Riders will be notified of changes through Rider Alerts and/or other Access public announcements. Please make sure Access Customer Service always has your current address and phone number.

ADA Complaints

If you have a complaint about the accessibility of our transit system or believe you have been discriminated against because of your disability, we recommend you file a written complaint. Please provide all facts and circumstances so we can fully investigate, including:

  • Your name, address, telephone number, and email address
  • Accessibility Complaint: Time, date, location and reason you believe we are not accessible to persons with disabilities
  • Discrimination Complaint: Time and date of incident, description of incident and who was responsible
  • If applicable, please provide vehicle number and/or route, employee name, number or description.

We record video at our facilities and in vehicles that we can use to investigate your complaint. The retention period for video is 7-21 days. The sooner we receive your complaint, the more likely it is that we can review video related to your incident.

Please submit written complaints to: Omnitrans Customer Service, 1700 W. 5th Street, San Bernardino, CA  92411 Or you may use our online form

Complaint Assistance: If you are unable to complete a written complaint due to a disability or limited English proficiency, we can provide assistance upon request. Contact Customer Service at 1-800-966-6428.

Omnitrans Customer Service

Monday - Friday 7:00 a.m. to 6:00 p.m.
Saturday and Sunday 8:00 a.m. to 5:00 p.m.
Phone: 1-(800) 966-6428
TDD: 1-(800) 384-9351

Additional ADA Paratransit Information

Other Paratransit Agencies in Southern California

Orange County: OCTA ACCESS
(714) 560-5410

Los Angeles County: Access Paratransit
(800) 827-0829, press '1'

Riverside County: RTA Intercity
(800) 795-7887

Ventura County: SCAT Access
(805) 485-2319

Northern San Diego County: North County Transit District
(760) 966-6500

Alternative Accessibility Formats

Information found on this website can be provided in an alternative format upon request. Please contact ADA Eligibility Staff at 909-379-7284 to speak to a representative or email OmniADA@omnitrans.org. Omnitrans will do its best to provide the requested alternative format within a reasonable time.
CONTACT US
Omnitrans Headquarters
1700 W. Fifth Street
San Bernardino, CA 92411
(909) 379-7100
Map & Directions
Office Hours
8:00 am to 5:00 pm weekdays.
Closed weekends & holidays.

Lost and Found
(909) 379-7100
San Bernardino Transit Center
599 W. Rialto Avenue
San Bernardino, CA 92401
Map & Directions
Customer Service Hours
7:00 am to 6:00 pm weekdays,
8:00 am to 5:00 pm weekends.

Omnitrans Job Line
1 (888) 893-1604
Omnitrans Bus Information
1 (800) 9-OMNIBUS or
1 (800) 966-6428
Hours of Operation
7:00 am to 6:00 pm weekdays,
8:00 am to 5:00 pm weekends.

TRS (for hearing impaired)
Dial 711
Access ADA Service Reservations
East Valley (909) 383-1680
West Valley 1 (800) 990-2404

Contact Us Feedback Form
For questions, comments, complaints, or suggestions about Omnitrans bus service, please use the online Contact Us Feedback Form.
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