Transportation for People with Disabilities
Bus Customers Needing Special Assistance
Our goal is to make your travel on Jefferson Lines a safe, pleasant and convenient experience. Our drivers, customer service personnel and contractors are available to meet the needs of customers with disabilities. We provide assistance with boarding and de-boarding buses, luggage, transfers, stowage and retrieval of mobility devices. This service is provided during transfers, meal and rest stops and other times as reasonably requested. We can help whether you are traveling alone or with a personal care attendant, using various mobility devices, or being accompanied by a service animal.
Keys to a Successful Trip
Assistance is available to customers with disabilities when they travel within the Jefferson Lines system. There are three simple steps that will help us serve you.
- Contact Jefferson Lines at 1-800-451-5333 at least 48 hours prior to your departure.
- Provide the phone operator information about your specific travel needs and schedule.
- Inform our employees and contractors of your needs during your trip.
Assistance in Boarding
When you provide a 48-hour advance notice, we can better assist you. If you do not provide this notice, we will make every reasonable effort to help you if such an accommodation will not delay departure of the schedule on which you wish to travel
Policy on Accessibility and Compliance with the
Americans with Disabilities Act
It is the policy of Jefferson Lines to implement the legal requirements of the Federal and State governments in a manner so as to meet the following goals:
1. To encourage individual and dignified use of the the transit system with minimal assistance from transit system employees, contractors, and other users.
2. To expedite the safe and efficient boarding, transporting, and alighting of all passengers, regardless of mobility status.
3. To adapt to a wide range of mobility aids within the physical limitations of current vehicles and available commercial standard equipment.
4. To minimize any potential damage to mobility aids from the onboard securement system.
To accomplish this policy, the following specific actions have been adopted this 5th day of March, 2008.
Application of Policy
This policy applies to Jefferson Lines services, facilities, and vehicles.
Facility and Vehicle Design Requirements
All Jefferson Lines facilities and vehicles shall meet or exceed the minimum requirements for accessibility.
Conforming Mobility Aids
All people using mobility devices meeting the ADA definition of a "common wheelchair" shall be accommodated on Jefferson Lines services. This definition includes mobility aids meeting all seven of the following requirements:
Three- or four-wheeled device
Manually operated or powered
Designed for and used by individuals with mobility impairments
Not exceeding 30 inches in width when measured 2 inches above the ground
Not exceeding 48 inches in length when measured 2 inches above the ground
Not exceeding 600 pounds combined weight of aid and occupant
Mobility devices meeting all these requirement shall be considered "Conforming Mobility Aids." Jefferson Lines will not allow non-conforming mobility aides.
A personal care attendant is permitted to accompany the passenger on the vehicle lift if required, provided the combined weight of the passenger, mobility aid, and attendant does not exceed 600 pounds. The attendant is not permitted to operate the lift .
Traveling Alone or With a Personal Care Attendant (PCA)
You may travel alone on Jefferson Lines if you can travel independently and do not require assistance of a personal nature, which Jefferson Lines personnel and its contractors are not required to provide. If you require assistance that we cannot provide, you may wish to include a personal care attendant (PCA) in your travel plans.
At Jefferson Lines, your attendant may be issued a 50 percent discounted ticket to travel with you. The Jefferson Lines PCA program is voluntary and not mandated by any federal regulations. Jefferson Lines reserves the right to invoke and/or modify program qualifications and qualification guidelines for participation in this program.PCA Program Guidelines
Approval for participation in the PCA program is based on information received from the customer while making a reservation. The PCA's name must be provided at this time.
Participation in the PCA program is based on assistance requested and not a customer's disability.
Request for a PCA ticket cannot be combined with any other Jefferson Lines reduced fare offer which prohibits the issuance of such ticket.
PCA must provide picture identification for ticket to be issued.
PCA must be capable of providing the assistance and be at least 12 years of age.
PCA must sign for tickets at the point of issuance.
PCA ticket will be issued for the entire length of trip.
If the PCA ticket is lost prior to departure or en route, the PCA must purchase a new ticket at the applicable fare.
The customer and PCA must travel the entire trip together.
If an adult PCA is traveling with a minor who has a disability, the minor is charged a full adult fare.
A priority seating area shall be designated at the front of each vehicle for passengers with limited mobility not using a secured mobility device. Drivers are required to ask passengers occupying these seats to vacate them upon request of boarding passengers. Drivers are not required to enforce the priority seating designation beyond making such a request.
Storing and Handling Your Mobility Aid
Your mobility aid(s) may travel inside the bus if they can be safely stowed in the overhead compartment. Mobility aids that cannot be safely stowed inside the bus will be placed in the baggage compartment, if possible.
Ask a customer service agent for a claim check if your mobility aid is stowed in the baggage compartment. If an item placed in the baggage compartment is damaged or lost, a maximum reimbursement of $250 is allowed per adult ticket purchased. Claims for damaged mobility aids must be filed within seven (7) days of completing your trip.
Claims for loss must be filed within a 6-month period after traveling. Claims received after this time period will not be considered for reimbursement. To purchase additional baggage insurance, ask a customer service agent at any of our terminals.
The maximum dimension of the baggage compartment is 33 inches x 33 inches x 48 inches. The maximum weight limit for mobility aids is 200 pounds. Mobility aids that exceed these dimensions and/or weight limits will not be accepted. Please allow sufficient time for the stowing any mobility aid; this will assist in preventing delays in the departure of the bus.
Assistance at Rest Stops
When the bus is at a scheduled stop, you may request that our personnel assist you with any reasonable request.
Wheelchair Securement Training ProgramStaff shall implement a program for users of mobility aids to improve drivers' ability to correctly secure mobility aids. This program may include but not be limited to marking of preferred attachment points for securement devices, attachment of tether straps where appropriate attachment points are not available, and passenger training on identifying preferred securement methods to drivers on vehicles with different securement systems.
Customers with disabilities accompanied by a service animal are welcome on Jefferson Lines. The service animal is the responsibility of its owner and must be under the control of its owner at all times (i.e., leash, harness or carrier). The service animal must ride in the bus within the customer's space. Service animals may not travel in the aisle or occupy a seat. Jefferson Lines reserves the right to refuse passage to any animal that poses a direct threat to the health and safety of other customers, Jefferson Lines personnel or contractors. Drivers are permitted to request that persons traveling with a service animal identify that the animal is performing a service function either by verbal or visual means, including but not limited to identifying equipment or markings attached to the animal. Comfort animals no longer qualify as service animals under the ADA.
Passengers who use mobility aid devices will ordinarily alight after other passengers at the same stop.
Oxygen / Respirators
Portable oxygen and respirators may accompany you on Jefferson Lines. A maximum of four (4) canisters may travel with the customer - two (2) aboard the bus and two (2) in the baggage compartment. The maximum dimension for each container may not exceed 4.5 inches in diameter and 26 inches in length. Customers are responsible for ensuring that they have enough oxygen to complete their travel and are responsible for making arrangements for refills while en route. Oxygen canisters to be stored in the baggage compartment must be in protective cases with safety caps on the valves.
Reminder: Always keep your medicine with you. Do not leave it in your checked baggage.
Frequently Asked Questions
Why should I call Jefferson Lines 48-hours in advance of my trip?
With 48-hour advance notification, Jefferson Lines can meet the service needs of all customers with disabilities, including people who use wheelchairs. This advance notice is in accordance with federal guidelines and allows us to make the necessary arrangements to provide requested assistance.
What is done with the information I provide?
Our phone operators will use the information about your travel needs and schedule to arrange assistance by company personnel or contractors at your point of departure, meal and rest stops, and your final destination. Other transportation carriers involved in your trip will receive this information as well.
What if I do not provide a 48-hour advance notification?
Jefferson Lines will make every reasonable effort to accommodate you without significantly delaying the bus schedule on which you wish to travel.
What if I need assistance during my trip?
Please notify Jefferson Lines or its contractors of your need for assistance at each location. Even if you contacted Jefferson Lines at 800-451-5333, you must make Jefferson Lines or its contractors aware of your need for assistance throughout your entire trip.
Do I have to provide proof of my disability?
In accordance with federal regulations and in keeping with the company's desire to foster positive relations with our customers, we do not require proof of disability.
Can I request priority seating?
Priority seating is available for the elderly and customers with disabilities. However, you may sit where your needs are best accommodated. The front bus seats located in the first row directly behind and across from the driver and the wheelchair securement areas are designated as priority seating. If these seats are occupied, the driver, other Jefferson Lines personnel and/or contractor may ask the seated customer to move. If the person occupying the seat refuses, he or she cannot be forced to move. You may sit in the next available seat and move to the designated seats as they become available.
Your Rights as a Customer
Upon request to Jefferson Lines personnel or its contractors, assistance will be provided to you for reasonable requests. Jefferson Lines is committed to protecting your rights. If you would like to speak to someone about your needs or rights as a Jefferson Lines customer, please call us promptly at 1-800-451-5333. If you feel that your rights as a person with a disability under the Americans with Disabilities Act (ADA) were violated and would like to file a formal complaint, please send a written statement to:
ADA Compliance Office
2100 E. 26th St.
Minneapolis, MN 55404
Please include your ticket showing your travel itinerary, a detailed description of the incident, including: the bus schedule number, date, time and location, as well as the names(s) and/or description(s) of any Jefferson Lines personnel or contractors you believe did not provide you appropriate assistance.
To arrange assistance for travel within the Jefferson Lines system, please call us at 1-800-451-5333. Here are other helpful numbers:
Deaf/hard of hearing/TTY/TDD
1-800-627-3529 or 711
People who are hearing impaired or have speech difficulties can use the TTY/TTD service with or without a transmitter through transmission relays services (TRS) by calling the state TRS service number or 711.
TTY/TTD - A text-telephone device (TTY) used by individuals who may have deafness, other hearing difficulties, or speech disabilities. The Telecommunication Relay Service (TRS) is a free service that enables persons who are deaf, hard-of-hearing or speech-impaired to use their TDD or TTY to place calls to and receive calls from hearing people. It also enables hearing people to call TDD/TTY users. To use TRS dial 711 (just like you would dial 911 for an emergency). Typed messages from a TDD/TTY are transmitted to a communication assistant who voices them to hearing persons. Hearing persons' messages are voiced to the communication assistant who relays them to the TDD/TTY printout or display. Calls can be placed 24 hours a day, seven days a week. There are no limits to the length or number of calls. All calls are confidential. Long distance calls are placed at direct dial rates. If you are a registered TDD/TTY user, discount rates may apply for long distance calls. TTY/TTD users can communicate directly with other TTY/TTD users without using TRS.
People with visual impairments would use a screen reader to use our web site.
A screen reader is a software application that attempts to identify and interpret what is being displayed on the screen (or, more accurately, sent to standard output, whether a video monitor is present or not). This interpretation is then re-presented to the user with text-to-speech, sound icons, or a Braille output device. Screen readers are a form of assistive technology (AT) potentially useful to people who are blind, visually impaired, illiterate or learning disabled, often in combination with other AT, such as screen magnifiers.