• What is ADA?

Stands for Americans with Disabilities Act (ADA)

It became law in 1990

A civil rights law that prohibits discrimination against individuals with disabilities in all areas of public life, including jobs, schools, transportation, and all public and private places that are open to the general public

The purpose of the law is to make sure that people with disabilities have the same rights and opportunities as everyone else


  • What are the types of ADA, we can receive as a request?

High Priority:

ADA: Handicapped/Specially Abled (Disabled) - The passenger is handicapped and unable to walk. Hence, one cannot board the bus by own

ADA Service Animal Requests: Individuals with disabilities should be permitted to be accompanied by their service animals in vehicles


Medium Priority:

Front Seat request due to medical conditions - The passenger asked for a front seat due to the extra leg space

Storing Mobility Devices under the luggage compartment - The passenger is using a wheelchair or cane and they need to store that under the luggage compartment

Assistance while boarding the bus - Due to any medical conditions passenger requires support in boarding or deboarding the bus

Elderly passengers need to sit near the washroom - Due to any medical conditions, the passenger needs to sit in the back near the washroom

  • How do we receive the ADA request?

Customer fills the form at the time of booking the trip with us

That form will come as an email ticket to our support portal (Currently, FreshDesk)

Check out the sample ticket for better understanding

Customer can come via the live channels (Call and Chat)

Please ask the mentioned question when customer comes with ADA request over Call and Chat:

  1. Number of passengers who need assistance?

  2. Will you be using a motorized or standard wheelchair, or any other mobility device?

  3. Would the passenger(s) require a lift to board the bus?

  4. During the journey, would the passenger(s) sit in a wheelchair or in a regular seat?

  5. Would the passenger(s) like to store their mobility device in the lower compartment of the bus?

  6. Does the passenger(s) require any other special assistance?





A boarding mechanism (such as a lift or ramp) is required for an ADA-compliant vehicle, so that passengers who use wheelchairs or other mobility aids can access a comfortable position onboard.

We request passengers to notify us, at least 48 hours prior to the scheduled boarding time, if they require an ADA-compliant vehicle.


i.  When buying a ticket, customers have the option of specifying if they need an ADA-compliant vehicle

When purchasing a ticket, customers should take the steps listed below:

  1. On the www.ourbus.com website, click on "Intercity Routes."

  1. Choose "From" and "To."

  1. Choose "Departure date" (for one way booking)

  1. Choose the "Departure Date" and the "Return Date" (for round trip).

  1. "Number of Passengers" should be chosen (a maximum of 9 persons can be selected at once.) then click "Search."

  1.  You will receive the bus departure time and price for the time and day you specify.

  1. Select "Select Bus" and adhere to the directions.


  1.  Fill out the next page with the passenger information.

  1. On the same page there is an option that says Do you need wheelchair assistance? . If you need the ADA-compliant transport, kindly say yes.

  1.  After you complete the booking process, a form will be shared on your registered email address once you click "Yes."

  2. Following your completion and submission of the form, a request is sent to the transportation provider.

  3. The admin panel shows the number of passengers who request an ADA-compliant bus when a customer places an order.

 


  • How do we handle the ADA request?

High Priority:

Handicapped (on wheelchair)- The passenger is handicapped and unable to walk. Hence, one cannot board the bus by own

  1. If a customer has marked “Yes” for the question “Will you be using a motorized or standard wheelchair, or any other mobility device?”

  2. And, if a customer answers “Wheelchair” for the question During the journey, would the passenger(s) sit in a wheelchair or in a regular seat?

  3. Post that, raise the query on the #Proj_ADA slack group within 30-45 minutes of the requests with the ticket ID. Forward the ticket to Operation on FreshDesk (select the group Operation)

  4. Any conflict we encounter on the form filled by the customer (as mentioned on Step 1 and 2 above) then verify that the request is 24-48 hrs prior to the trip (travel date) as dispatch needs to connect with the operator and take necessary actions to accommodate the request

  5. Then, we will connect with the customer over call (if call is not picked then drop a mail to the customer seeking suitable time to connect and also, further info) to ensure that we are understanding the need of the customer within 30 minutes

Why is this verification required?

Sometimes, we have seen customer has filled the form mistakenly

Or, the request was only of boarding the bus and no seat removal was required

  1. While we are waiting for confirmation (in the scenario where the call was not picked). Go ahead and post that on the #Proj_ADA slack group within 30-45 minutes of the requests with the ticket ID

ADA Service Animal Requests: Individuals with disabilities should be permitted to be accompanied by their service animals in vehicles - Go ahead and post that on the #Proj_ADA slack group within 30-45 minutes of the requests with the ticket ID

  1. Except for trained service animals supporting a passenger, OurBus does not permit any form of animals or pets. Service animals must always be controlled by a passenger and wear a harness. Emotional support animals are not allowed on the bus

  2. As per our policy, to determine if an animal is a service animal, a public entity, or a private business, a few questions may be asked at the time of boarding

  3. A passenger might have to purchase an additional ticket depending on the animal's size or if extra space is required for the pet to travel. Please avoid asking the size of the service animal and instead ask whether it is a large breed or small breed because small breeds can fit easily on the passenger's lap or can sit between the legs of the owner. Therefore, if it's a large service animal then the passenger might need to purchase an extra ticket.

  4. We can simply decline the requests from passengers who want to bring an untrained/emotional support animal on the bus



Medium Priority:

Front Seat request due to medical conditions - The passenger asked for a front seat due to the extra leg space

  1. Connect with the customer over call to understand the requirement

  2. Our answer will vary based on customers response

  3. If it is not a mandate requirement, simply deny stating First Come First Serve

  4. Medical condition - Please treat it wisely and post the request on the Poj_ADA slack channel for dispatch to action on it with the ticket ID

Storing Mobility Devices under the luggage compartment - The passenger is using a wheelchair or cane and they need to store that under the luggage compartment

  1. Connect with the customer over call to understand the requirement

  2. Post the request on the Poj_ADA slack channel for dispatch to action on it with the ticket ID (Even if customer is not picking the call, we will go ahead post it in the ADA group) 

Assistance while boarding the bus - Due to any medical conditions passenger requires support in boarding or deboarding the bus

  1. Connect with the customer over call to understand the requirement

  2. Post the request on the Poj_ADA slack channel for dispatch to action on it with the ticket ID (Even if customer is not picking the call, we will go ahead post it in the ADA group)

Elderly passengers need to sit near the washroom - Due to any medical conditions, the passenger needs to sit in the back near the washroom

  1. Connect with the customer over call to understand the requirement

  2. Post the request on the Proj_ADA slack channel for dispatch to action on it with the ticket ID (Even if customer is not picking the call, we will go ahead post it in the ADA group)



NOTE 1: For any ADA request within 24 hrs, we'll inform the customer that the TAT is 48 hrs for us to arrange a bus. However, we'll try to see if we can fulfill the request. Post the request on slack group Proj_ ADA and proactively inform the passenger of any further updates.


Note 2: For any trips which involves transfer in the itinerary, post the request on the Proj_ADA slack channel for dispatch to action on it with the ticket ID and mention ‘Transfer Trip’ (Even if customer is not picking the call, we will go ahead post it in the ADA group) and the team will further take the necessary actions.