MTS Access - Paratransit

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MTS Access Services

The Metropolitan Transit System (MTS) operates a fixed route bus and light rail system using ramp or lift equipped vehicles in full compliance with the Americans with Disabilities Act (ADA). All MTS buses and trolleys are equipped with features that provide system accessibility, such as low floor easy to board buses and trolleys equipped with lifts/ramps, audio announcements, designated priority seating areas for people with disabilities, enhanced signage, kneeling buses, and hand rails. We also operate a complementary paratransit division, MTS Access, for those riders who have been certified as unable to use fixed route service.

MTS Access provides complementary paratransit service that is comparable to the level of MTS fixed route service. This is offered within a ¾ mile radius of a nearby bus route and/or trolley station.

MTS Access service is available during the same hours and days, including on holidays, as the MTS fixed route system. If riders can take a particular trip between two points on MTS fixed route system at a specific time of day, the same trip is available on complementary paratransit. The MTS Access service area, therefore, may change by time of day and day of week when certain fixed routes are not in service.

For example, if a bus route runs from 5 a.m. until 9 p.m., MTS provides complementary paratransit service, at minimum, from 5 a.m. until 9 p.m. corresponding to that route. A rider’s pick-up time for paratransit is also dictated by the fixed route hours. For example, if the earliest time a rider could depart from a particular fixed route stop is at 6:45 a.m., MTS Access trips could be provided starting at 6:45 a.m. If MTS runs fixed route service on weekends and holidays, it must provide MTS Access service on those days/hours as well.

Please note that the MTS Access service area will always complement the fixed route bus and trolley routes/times. The MTS Access service area and hours may contract or expand as service changes are made to the MTS fixed route bus and trolley operations. If schedule or route changes are made to an existing bus or trolley line, the MTS Access Service Area will be modified accordingly.

MTS offers several types of vehicles including minivans and smaller buses. MTS has also contracted with a local taxi provider to provide some trips under contract and supervised by MTS. MTS Access is a shared ride service. Other passengers may be picked-up and dropped-off during your trip.

If you reside outside the MTS ADA service area, your service is restricted to trip origins and destinations within our ADA service area. If your home address is outside the ADA service area, you may still receive paratransit service by selecting a pick-up or drop-off location within our service area. In this scenario, the passenger will be required to transport themselves to/ from a location within the service area.

To use MTS Access services, a passenger must first be certified. You can call MTS Access paratransit service at (888) 517-9627 to determine if a trip is within the ADA service area. MTS suggests that all prospective passengers determine if the locations of their trip’s origin and trip destination are within the MTS service area before beginning the certification process.

Access Rider's Guide

Download the complete Access Rider's Guide below.

English | Español

Service Map Area

MTS Access Service Area Map

Fares and Ticket Sales

One-Way Fare....................................................................$5.00

  • If you still have vouchers showing the $4.50 fare you may either pay the driver the difference in cash or purchase supplemental .50 cent vouchers from the Transit Store

To make fare payment easier, you may purchase 10-pack ticket books for $50 each in advance.

  • In-Person: Visit the Transit Store, 12th & Imperial Transit Center, M–F 8:00 a.m.–5:00 p.m. Cash, checks, money orders, traveler’s checks, Visa and MasterCard credit cards accepted.
  • By Phone: 619-234-1060 Monday–Friday, 8:00 a.m.-5:00 p.m., and pay with a credit or debit card.
  • Online: Tickets can also be purchased online
  • By Mail: Please send a check or money order for the amount of booklets you would like, payable to MTS, at:

    Transit Store
    MTS Access Ticket Sales
    1255 Imperial Ave, Ste. 100A
    San Diego, CA 92101

  • COMING SOON! MTS EZ Access: Riders may pre-pay online for their rides with MTS EZ Access website or app. EZ Wallet is an account based online system that allows riders to pay for their MTS Access trips electronically. Riders must utilize MTS EZ Access in order to pay electronically. Trips will be debited at the time of booking and any cancelled trips will be refunded to your account. Riders may configure their accounts to manually or automatically load funds. For more information, call (888) 517-9627 or visit https://access.sdmts.com/#/auth/signinregister.

MTS Access prepaid tickets are only valid on the MTS Access service. MTS Access tickets cannot be used as valid fare or to transfer to MTS fixed routes.

Children five years of age or younger may ride free with a fare-paying adult. While a Personal Care Attendant (PCA) may travel without paying a fare, at least one passenger must always pay a full fare. A fare must be paid when an adult or guardian is traveling as the non-paying child’s PCA. Likewise, two passengers cannot claim each other as Personal Care Attendants to avoid fare payment.

Subject to change.

Contact Us

Reservations
1-888-517-9627 or 1-800-921-9664

ADA Eligibility Certification
Tel: 1-844-299-6326
Email: access@sdmts.com
Fax: 844-299-6369

Customer Service
619-557-4555 | Contact Us

MTS Access Services
100 16th Street, San Diego, CA 92101-7490

MTS Accessible Services Advisory Committee (ASAC): ASAC is comprised of a MTS Board of Directors representative, MTS staff, MTS fixed route and MTS Access passengers, and social service organizations. ASAC generally meets quarterly. The aim of ASAC is to provide feedback to MTS staff and/ or the MTS Board of Directors on MTS’s services. For more information or a meeting schedule, please visit sdmts.com or call (619) 231-1466.

ADA Eligibility Certification

To become certified for MTS Access, prospective riders are required to complete an application process for ADA certification.

Once your application and medical certification forms are completed please call 844.299.6326 (TTY/TTD7-1-1) to schedule your in-person assessment. MTS will make a decision within 21 days from the date of your completed assessment. If 21 days have passed since your assessment at an in-person appointment, you will be given temporary eligibility until a final determination occurs.

MTS will make one of the following determinations about your needs within 21 days:

  • Unconditional: Individuals who cannot travel independently due to severe or profound intellectual disabilities or individuals with physical disabilities who have limited functional ability who are unable to board, ride, disembark, or understand the fixed route bus and trolley system under all circumstances.
  • Conditional: Individuals with disabilities who have learned how to make certain trips on fixed routes but cannot make all trips independently on fixed route. Individuals with physical disabilities who can reach a bus stop or rail station within four blocks when the route is accessible.
  • Temporary: Individuals whose disability may improve over time or with treatment and then can use the fixed route system.
  • Ineligible: Individuals who indicate or demonstrate they have the functional ability to board, ride, disembark, and understand the fixed route bus and trolley system under all circumstances.

Appealing Eligibility determinations
Applicants have 60 days from the date of their eligibility determination letter to appeal. Details regarding the applicant’s options and timeframes will be outlined in the eligibility determination letter. Appeals must be submitted in writing to: MTS Access Eligibility via mail, email or fax.

Eligibility Appeals Policy

If an individual disagrees with the determination from the in-person assessment, they may appeal within 60 days from the postmark date of MTS Access’s determination letter. Applicant can appeal using the Appeal request form provided with their eligibility determination letter or simply sending a message, use of the form is not mandatory to appeal. Appeal requests can be mailed, emailed or faxed. All the applicant must do is inform MTS they wish to appeal. No reason must be given to initiate the appeal. The individual can choose one of the following options for their appeal:

  1. Functional Assessment; or
  2. Appeal Hearing

Option 1: FUNCTIONAL ASSESSMENT: If the individual requests a functional assessment, MTS Staff will contact the individual to schedule the functional assessment. Transportation to the functional assessment will be provided to the individual at no-cost if needed. A functional assessment is evaluated by a different Mobility Assessment Evaluator (MAE) than used during the initial in-person assessment. A functional assessment provides a more in-depth evaluation of functional abilities and limitations, through multiple physical and cognitive assessment strategies. The functional assessment occurs in the natural environment, allowing functional abilities to be assessed to be closely correlated to fixed route use. Following the functional assessment, the MAE evaluates all material from the initial and functional assessment and makes a determination to either uphold or modify the initial eligibility determination.

MTS staff will notify the appellant of their decision in writing within 21 days of the functional assessment. If after the functional assessment the applicant is still not satisfied with eligibility determination, the applicant has 30 days from the date of the letter to notify MTS that they wish to continue the appeal to the MTS Access Appeal Board (See Option 2).

Option 2: APPEAL HEARING: If the individual requests an Appeal Hearing, MTS Staff will contact the individual to schedule the hearing date. The MTS Access Appeal Board includes select individuals who 1) have knowledge of fixed route transit and complementary paratransit policies; 2) have a thorough understanding of the functions and intent of complementary paratransit and the regulatory criteria for ADA paratransit eligibility similar to those of appellants; and/or 3) have a high level of knowledge about the functional abilities of individuals with disabilities. Appellants may present additional evidence supporting their reason for appeal at the MTS Access Appeals Board Hearing, which may include witnesses or medical documentation. The appellant may appear in person to the MTS Access Appeals Board Hearing, but it is not required.

After the MTS Access Appeals Board Hearing the MTS Access Appeals Board reviews the application, the initial and functional assessment records, any supplemental documentation provided, and written or in-person testimony from the appellant and any witnesses. Once all necessary information is available for review, the MTS Access Appeal Board holds discussions and a decision is made on the eligibility determination. A majority (i.e. two of the three members) is needed to make a determination. The MTS Access Appeals Board then aims to send its written decision to the appellant within 30 days of the MTS Access Appeal Board Hearing. If the decision takes longer than 30 days, a new applicant will be granted unconditional presumptive eligibility until such time as the Appeals board notifies the applicant of its final decision. If the decision takes longer than 30 days, for a recertifying applicant they will continue to receive their prior eligibility status until such time as the Appeals board notifies the applicant of its final decision.

Visitor

A visitor is an individual with disabilities who does not reside in the jurisdiction served by the San Diego Metropolitan Transit System (MTS). To qualify for visitor eligibility, either the visitor or the applicable transit agency can submit documentation that the individual is ADA paratransit eligible in the jurisdiction in which they reside.

If a visitor does not have documentation of ADA paratransit eligibility, MTS Access may require documentation of the individual’s place of residence and disability. For visitors whose disability is apparent, per 49 CFR § 37.127(d), no other documentation is required. For visitors whose disability is not apparent (e.g., cognitive disability or cardiac condition), per 49 CFR § 37.127(d), MTS Access may require documentation of disability, such as a letter from a medical professional or eligibility for other services based on a determination of disability.

Visitors request eligibility by contacting MTS Access Eligibility:

Phone: 844-299-6326 (TTY/TTD7-1-1)
Fax: (844) 299-6369
Email: access@sdmts.com
Mail: MTS Access Eligibility Center, 100 16th St, San Diego, CA 92101

Upon receipt of a visitor’s request for eligibility or visitor eligibility documentation, if applicable, MTS Access staff will process within one (1) business day and you may begin to schedule trips at that time..= The visitor will be notified by email or phone, as applicable. Only if an email address or phone number is not provided or if not valid/not working will determinations be mailed.

Visitor eligibility can be used for 21 days during any 365-day period. The visitor may be required to apply for eligibility if the visitor wishes to use the paratransit service beyond the 21 days within the same year.

If you have any questions you can contact the Eligibility Office by calling 844-299-6326 (TTY/TTD7-1-1), 8:00 a.m. to 5:00 p.m. Monday through Friday (PST).

Reservations

Once certified to ride, schedule your trip by either:

1. Calling 1-888-517-9627 or 1-800-921-9664 any day between 8 a.m. and 5 p.m. (TTY/TDD: 1-800-568-7097); or

2. MTS EZ Access - MTS EZ Access offers riders the ability to schedule, modify and cancel trips online. Riders are also able to book trips 24/7 using the app. Riders must first go to access.sdmts.com to register to use the website. Apps are available in the iOS and Android App stores under MTS EZ Access. This app allows riders to track their ride in real time.

Reservations are accepted from two (2) days in advance until 5 p.m. the day before travel. For example, if you want to travel on a Monday, you can call to schedule your trip from 8 a.m. on Saturday until 5 p.m. on Sunday. Be ready to provide us with the certified passenger’s name, pick-up address, when they would like to travel, the destination address, and if/when to book a return trip. On occasion, our reservation agents may not be able to immediately provide a pick-up window for your trip. However, you will be guaranteed a trip to begin no more than one (1) hour before or one (1) hour after your original requested departure time. You will receive notification by 5 p.m. the day prior to your ride with your pick-up window time. MTS Access does not provide same-day trips.

Reservations may be booked in one (1) of the following formats below:

  1. Pick-up time based
    Your reserved pick-up time will be within one (1) hour of your requested pick-up time. For example, if you request an 8:00 am pick-up, your trip offer will be between 7:00 and 9:00 am. Your arrival time will depend on your trip pick-up time, other passenger’s pick-ups and drop offs, and the varying amount of time it may take to travel to your destination. Please calculate sufficient riding time since trip lengths are comparable to fixed route travel times. You will be provided with a 30-minute window in which your ride will arrive to pick you up.
  2. Appointment time based
    You must inform the reservationist at time of booking that you wish to make an appointment based reservation. Your scheduled drop off time will be between 30 minutes prior to your scheduled appointment until your scheduled appointment time. For example, if you have a 9:00 am appointment, your drop off window will be between 8:30 and 9:00 am. You will be provided with a 30-minute window in which your ride will arrive to pick you up.

You cannot request both a set pick-up and drop-off time. Since trip prioritization is prohibited by federal law, all trips (e.g. medical appointments, school schedules, work schedules, personal appointments, etc.) have equal priority in the MTS Access reservation system.

Passengers using service animals or traveling with a respirator or portable oxygen supply are welcome on MTS Access. Please advise MTS of any of these situations at the time you make your reservation.

No-Show/Late Cancellation Policy

San Diego Metropolitan Transit System (MTS) understands that because MTS Access requires trips to be scheduled in advance, riders may sometimes miss scheduled rides or forget to cancel rides they no longer need. MTS also understands that riders may sometimes miss scheduled trips or are unable to cancel trips in a timely way for reasons that are beyond their control. However, repeatedly missing scheduled trips or failing to cancel trips in a timely way can lead to suspension of service. The following information explains MTS’s No-Show Policy.

A.    Definitions: 

  1.  No-show 
    In instances when the vehicle arrives at the scheduled pickup location within the pickup window and the driver waits at least five (5) minutes, a no-show occurs when a rider fails to appear for a scheduled trip. In these instances, driver will contact dispatch and dispatch will attempt to call the rider to inform them their driver is waiting. If the dispatcher is unable to contact the rider then dispatch will issue a no-show and release the driver to proceed with their route. An automated call will be made to the rider after the no-show is logged notifying them of the no-show.
  2. Pickup Window 
    The pickup window is defined as a 30-minute pick-up window given to the rider at the time of reservation. Riders must be ready to board a vehicle that arrives within the pickup window. The driver will wait for five (5) minutes within the pickup window for the rider to appear.
  3. Late Cancellation
    A late cancellation is defined as either: a cancellation made less than one (1) hour before the scheduled pickup time or as a cancellation made at the door or a refusal to board a vehicle that has arrived within the pickup window.

B.    No-Shows Due to Operator Error or to Circumstances Beyond a Rider’s Control

MTS does not count as no-shows or late cancellations any missed trips due to our error, such as:

  • Trips placed on the schedule in error
  • Pickups scheduled at the wrong pickup location
  • Drivers arriving and departing before the pickup window begins
  • Drivers arriving late (after the end of the pickup window)
  • Drivers arriving within the pickup window, but departing without waiting the required 5 minutes

MTS does not count as no-shows or late cancellations situations beyond a rider’s control that prevent the rider from notifying us that the trip cannot be taken, such as:

  • Medical emergency
  • Family emergency
  • Sudden illness or change in condition
  • Appointment that runs unexpectedly late without sufficient notice

Riders should contact MTS Access when experiencing no-shows or late cancellations due to circumstances beyond their control (See Section E of this Policy).

C.    Handling Subsequent Trips Following No-shows

When a rider is a no-show for one (1) trip, all subsequent trips on that day remain on the schedule unless the rider specifically cancels those trips. To avoid multiple no-shows on the same day, riders are strongly encouraged to cancel any subsequent trips they no longer need that day.

D.    Suspension Policies for a Pattern or Practice of Excessive No-shows and Late Cancellations

MTS reviews all recorded no-shows and late cancellations to ensure accuracy before documenting them in a rider’s account. Each verified no-show or late cancellation, consistent with the above definitions, counts as one (1) no-show or late cancellation. Riders may be subject to suspension after they meet all of the following conditions:

  • Accumulate three or more no-shows in one calendar month
  • Have booked at least ten trips that month
  • Have “no-showed” or “late cancelled” at least 10% of those trips

MTS will notify riders by automated telephone call after each no-show or late cancellation to inform the rider of the no-show and to provide information on how they may dispute the no-show.

If a rider has no-shows or late cancellations but it does not reach the threshold for suspension they will receive a warning notice, which will be sent out after the end of the month. Warning notices will include the following information: the dates/times of the no-shows or late cancellations under record, notice that additional no-shows or late cancellations may result in a suspension, and information on disputing no-shows or late cancellations.

If a rider has no-shows or late cancellations that do reach the threshold for suspension, they will receive a suspension notice, which will be sent out after the end of the month. All suspension notices will include information on how to appeal suspensions.

Suspensions begin 30 calendar days after the suspension letter is issued. The specific start date of the suspension is listed on the suspension notice. Violations result in the following suspensions:

  • First violation: 7-day suspension
  • Second violation: 14-day suspension
  • Third violation: 30-day suspension
  • Fourth and subsequent violations: 30-day suspension

E.     Disputing Specific No-Shows or Late Cancellations

Riders wishing to dispute specific no-shows or late cancellations are encouraged to contact MTS Access as soon as possible after the no-show or late cancellation. Riders should contact MTS by email at noshow@sdmts.com or call, Monday through Friday from 8 a.m. to 5 p.m. at 1-888-517-9627 Option #8 to explain the circumstance, and request the removal of the no-show or late cancellation.

F.     Appealing Proposed Suspensions

Riders wishing to appeal suspensions under this policy have the right to file an appeal request, which must be in writing, to MTS Access. The appeal request can be mailed to 100 16th St, San Diego, CA 92101 or sent via email at noshow@sdmts.com. Riders must submit written appeal requests within 21 calendar days of issue date of suspension letters. Riders who miss the appeal request deadline will be suspended from MTS Access on the date listed on the suspension notice. All suspension appeals follow MTS appeal policy below.

G.    MTS Procedure for No-show/Late Cancellation Suspension Appeals

All appeals are first submitted to MTS Access Paratransit Service Contractor (Contractor) for review. If the Contractor determines there was an error and there are no-shows that should not have been counted against the rider, the Contractor will cancel the suspension and notify the rider. If the Contractor believes the suspension still is justified it will forward all relevant information to MTS Access Management for scheduling at the MTS Access Appeals Board. The MTS Access Appeals board will then schedule the rider for an appeal hearing as outlined in the MTS Access No-show/Late Cancellation Policy. The rider may appear in person to the MTS Access Appeals Board Hearing, but it is not required. All suspensions will be placed on hold while this appeals process is completed. The rider will be notified by mail of the final outcome. If the suspension is upheld, the rider will be given 30-day notice of new suspension start date. MTS aims to complete all reviews of suspension appeals within 30 days of submission.

MTS does not charge riders for no-show or late cancelation trips. No-show or late cancelation totals reset each month.

General Information

Subscriptions

For passengers with a regular travel pattern (the same trip on multiple days), subscription service may be available. Subscriptions will be reviewed for efficiency, and if they comply with 49 CFR Section 37.133. If subscriptions become inefficient, MTS may decide to eliminate some or all subscription services. Subscriptions, if granted, may be placed on hold for a maximum of 60 days (for vacations, school breaks, etc.). After 60 days, any subscription that has not been reactivated will be discontinued. Any passengers who receive a suspension as a result of violation of the MTS Access No Show Policy may have their subscription services discontinued. All subscription requests will be reviewed and may be accepted or rejected based on the shared ride nature of this service. Changes to subscription rides may result in the discontinuation of the individual’s subscription. There are only a limited number of subscription trips available. Please call MTS Access at 1-888-517-9627 for more details.

All subscription trips are automatically cancelled on most holidays and days of reduced service that surround holidays. See Holiday Subscription Service for a current list of days where subscription trips are cancelled.

Holiday Subscription Service - Automatic Cancellation

Subscription service will be cancelled on the holidays listed below.

If you require your subscription trip on any of these listed dates, please contact MTS Access at 1-888-517-9627, from two days in advance until 5 p.m. the day before travel and advise us of your need for your subscription trip. This only affects holiday subscription service and will have no impact on your other subscription trips.

If you have any questions, please call MTS Access at 1-888-517-9627 or 1-800-921-9664.

Holidays

2022
Fourth of July Monday, July 4, 2022
Labor Day Monday, September 5, 2022
Thanksgiving Day Thursday, November 24, 2022
Day after Thanksgiving Friday, November 25, 2022
Christmas Day (Observed) Monday, December 26, 2022
2023 (Through June 30th)
New Year’s Day (Observed) Monday, January 2, 2023
Martin Luther King, Jr. Day Monday, January 16, 2023
Presidents’ Day Monday, February 20, 2023
Memorial Day Monday, May 29, 2023

Passenger Assistance

Passengers requiring a higher level of assistance from their origin to destination will need to contact MTS to identify reasonable accommodations that can be provided to assist with their transportation needs. Because accommodations beyond curb-to-curb service may affect the time allotted for a particular trip, accommodation requests should be submitted either at the time of certification (for permanent accommodations) or time of scheduling (for temporary accommodations).

Passengers and/or caregivers must advise our reservations center if a passenger cannot be left unattended. The passenger will receive origin-todestination service within our guidelines. Passengers who appear, or claim to be, unable to care for themselves and do not have someone to receive them will be transported back to the origin of their trip, to the nearest medical facility, or to a police or sheriff’s station, at the discretion of MTS.

Drivers will assist passengers with up to two (2) twenty (20) pound packages on and off the vehicle. All packages must be able to be safely secured under the passenger’s seat or in the passenger’s lap. When traveling to/from the airport, cruise ship terminal, or a transit center, the driver will assist with up to two (2) fifty (50) pound packages.

Please note, MTS Access drivers may travel up to 60 feet from the vehicle if they can remain in visual contact with their vehicle. MTS Access drivers are forbidden to enter any private residence.

Personal Care Attendant (PCA)

If you require assistance beyond the service level provided under the origin-to-destination standard, you may travel with PCA. A PCA typically assists with one (1) or more daily life activities such as providing personal care, performing manual tasks, or providing assistance with mobility or communication. A PCA may ride with you free of charge. While a PCA may travel without paying a fare, at least one (1) passenger must always pay a full fare. Two (2) passengers cannot claim each other as PCA to avoid fare payment.

Companions

You may reserve up to two (2) spaces in addition to yourself. One (1) seat for a companion, which can be anyone (certified or not) that you choose to bring with you and one (1) a Personal Care Attendant (PCA). Additional companions may ride on a space available basis. All companions must pay the full fare.

Children

On MTS Access, children five (5) years of age or younger may ride free with a fare-paying adult.

Reasonable Modifications

Passengers may request reasonable modifications on the spot with the driver or in advance with MTS Access Reservations staff. MTS may deny a reasonable modification request, whether made in advance or on the spot, for the following reasons:

  1. Granting the request would fundamentally alter the nature of MTS’s services, programs or activities;
  2. Granting the request would create a direct threat to the health or safety of others;
  3. The individual with a disability is able to fully use the entity’s services, programs, or activities for their intended purpose without the need of a modification; and/or
  4. Granting the request would cause undue financial or administrative burden.

If a request is denied, MTS will take any other action to the maximum extent possible to ensure that you receive MTS’s services or benefits.

Examples of reasonable modification requests that may be denied, include but are not limited to:

  1. drivers taking on “attendant services” typically provided by a PCA (e.g. drivers are not permitted to assist passengers with the consumption of food, beverages, or medication)
  2. requested pick-up/drop-off location poses a direct threat (e.g. reversing the vehicle down a narrow alley or hard to maneuver stops).

Click here for a full copy of MTS’s reasonable modification policy.

Mobility Devices

The wheelchair lifts on our vehicles are designed to not exceed a combined device and passenger weight of 800 pounds, and accommodate devices 30 inches in width, and 48 inches in length. If you and your mobility aid exceed those dimensions but can safely fit on the vehicle, you will be transported. Mobility aids and passengers that exceed the 800 pounds or are not able to safely fit onboard the vehicle will not be transported.

On-Time

MTS Access vehicles will arrive any time within a 30-minute ready-time window and still be considered “on time”.

  • Example: If your ready-time window is between 9:00am and 9:30am, the vehicle can arrive any time between 9:00am and 9:30am.

On occasion, a cancellation or lighter-than-average traffic could allow a driver to arrive earlier than your scheduled pickup time. You have the option to leave early or require the driver to wait until your scheduled time.

Same-day trips are not required by the ADA. If a passenger misses their return trip, MTS does not guarantee to provide an alternative return trip. MTS will make our best effort to offer you an alternative return trip time. Please note, if a trip if available, there is no guarantee on how quickly the trip will be scheduled.

Please be ready to board the vehicle immediately upon arrival. This helps to ensure better on-time performance that benefits all riders.

Late MTS Access Vehicles

If your MTS Access vehicle does not arrive within the 30 min window, please call MTS Access at (888) 517-9627 to check on the status of your ride. Please inform the dispatcher that you are checking on the status of a scheduled ride or log in to MTS EZ Access to check the status of your ride.

Missed Trips

If a passenger misses their return trip, MTS does not guarantee to provide an alternative return trip. MTS will make our best effort to offer you an alternative return trip time. Please note if a trip is available, there is no guarantee on how quickly their scheduled trip will arrive. In the event a trip is missed due to an error on MTS’ part, MTS will send a ride to pick up the passenger as soon as possible.

Destination Changes

If a passenger wishes to change their destination while on board the MTS Access vehicle, they must call the MTS Access reservation office. Destination changes can only be authorized by the MTS Access reservations office. If a passenger no longer wishes to travel to the originally booked destination, and the new trip destination cannot be accommodated or approved, the driver will be instructed to return the passenger to the place of their trip origin.

Automated Notifications

MTS Access utilizes an automated notification system that will call riders with important information such as day before trip notification, day of trip notification, imminent arrival notification, no-shows, cancelled trips and trip booking notifications.

Passenger Code of Conduct

MTS Access may exclude riders from our services if they engage in violent, seriously disruptive or illegal conduct, or represent a direct threat to the health or safety of themselves or others. At the time of such an incident, the passenger will either be returned to the place of their origin, or local law enforcement will be called to the scene at the discretion of MTS management.

Your Civil Rights - Title VI Policy

MTS assures that no person shall, on the grounds of race, color or national origin, be excluded from participation in, be denied the benefits of, or be otherwise subjected to discrimination under any agency program or activity. To request additional information on MTS’ nondiscrimination obligations or click here to file a Title VI complaint against MTS.

Traveling Outside of the MTS Service Area

If you are certified by MTS Access and will be traveling outside of the MTS Access service area, you can contact MTS Access and we will forward a copy of your eligibility for Complementary Paratransit service to the local provider in the area you are traveling to.

Transfers to NCTD LIFT

If you plan a trip into the northern area of San Diego County, the trip will need to be booked with the North County Transit District (NCTD). NCTD has its own complementary paratransit system known as NCTD LIFT; their reservation phone number is (760) 726-1111. At the direction of the passenger, you may be dropped off and left unattended at a designated transfer point before your scheduled pick up time with the other service or you may remain in the vehicle.

Last updated: August 25, 2022