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Customers with Disabilities

Keys to a Successful Trip  Ι  Assistance  Ι   ADA Policy   Ι  FAQ   Ι  Your Rights

Our goal is to make travel on Jefferson Lines a pleasant and convenient experience for passengers with disabilities. Our drivers and customer care personnel are available to meet the needs of passengers with disabilities. We help with getting on and off the bus, luggage, transfers, and 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 or being accompanied by a service animal.

Assistance Before Your Trip

Assistance is available to passengers with disabilities when they travel within the Jefferson Lines system; we are here to make bus travel for passengers with disabilities as comfortable as possible.

If you are having trouble purchasing your ticket, call 1-858-800-8898 during business hours: Monday-Friday: 7:30am-7:00pm and Saturday-Sunday: 7:30am-4:00pm. Our customer care personnel can help you purchase tickets and answer questions.

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.

Traveling in a Wheelchair or Mobility Scooter

Jefferson’s buses are equipped with a wheelchair lift to help you get on or off the bus. When purchasing your ticket online you can check the wheelchair option when you enter the number of passengers. 

Our buses can fit two passengers sitting in wheelchairs on each bus, so we suggest that you book your ticket as far in advance as possible to reserve one of the two spots either online or by calling customer care at 1-858-800-8898 during business hours: Monday-Friday: 7:30am-7:00pm and Saturday-Sunday: 7:30am-4:00pm.

You are not required to make your reservation in advance, but we recommend booking your ticket at least 48 hours before you travel to help us better serve you.

Jefferson Lines 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 transit system with minimal assistance from transit system employees, drivers, 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 ADA Assistance 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:

  • Manually operated or powered.
  • 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. These restrictions are due to the limits of the wheelchair lift.

Priority Seating

Priority seating is available for the elderly and passengers 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 security areas are designated as priority seating. If these seats are occupied, the driver may ask the seated customer to move.

Storing and Handling Your Mobility Aid

Your mobility aids such as canes and walkers can travel inside the bus but only if they fit in the overhead compartment. The overhead compartment measures 33 X 33 X 48 inches. Mobility aids that cannot be safely stored inside the bus may be placed in the baggage compartment. The maximum weight for a mobility aid to be stored in the baggage compartment is 50 pounds.

Assistance During Your Trip

You may travel alone if you can travel independently and do not require personal assistance such as help using the restroom or taking medication. Our drivers and staff at bus terminals are unable to provide personal assistance. If that is what you require, please bring a personal care assistant with you.

Oxygen / Respirators

Portable oxygen and respirators may accompany you on your travel with 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 planning refills while in 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

When should I call Jefferson Lines customer care?

If you book your ticket online and check the request for a wheelchair lift, you do not need to call Jefferson customer care. If you need help with purchasing your ticket, reserve wheelchair space or have questions, please call customer care at 1-858-800-8898 during business hours: Monday-Friday: 7:30am-7:00pm and Saturday-Sunday: 7:30am-4:00pm. With the optional 48-hour advance notification, Jefferson Lines can better meet the service needs of passengers with disabilities who use the wheelchair lift.

What is done with the information I provide?
Our customer care team will use the information about your wheelchair needs to reserve your wheelchair securement space. Other transportation carriers involved in your trip will receive this information as well.

What if I cannot 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 employees and drivers of your need for assistance at each location. Even if you contacted Jefferson Lines customer care you must make Jefferson drivers and employees aware of your need for assistance throughout your entire trip. On a extended trip you may have multiple drivers.

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 passengers 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 may ask the seated customer to move.

Your Rights as a Customer

Upon request to Jefferson Lines personnel or its drivers, 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 1-858-800-8898 during business hours: Monday-Friday: 7:30am-7:00pm and Saturday-Sunday: 7:30am-4:00pm.

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 call us, download our ADA Complaint form or request a copy of the complaint by writing or calling. You may file a signed, dated and written complaint no more than 180 days from the date of the alleged incident and send to:

Jefferson Lines
Attn: Bonnie Buchanan
ADA Compliance Officer
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 drivers you believe did not provide you appropriate assistance.

Do you need complaint assistance?  

If you are unable to complete a written complaint due to a disability or if formation is need in another format, such as braille or large print, we can assist you. Please contact us at 858-800-8898 or

How will your complaint be handled?

Jefferson Lines investigates complaints received no more than 180 days after the alleged incident. Jefferson Lines will process complaints that are complete. Once a completed complaint is received, Jefferson lines will review it to determine if Jefferson Lines has jurisdiction.

Jefferson lines will generally complete an investigation within 90 days from the receipt of the complaint. If more information is needed to resolve the case, Jefferson lines may contact you. Unless a longer period is specified by Jefferson Lines, you will have ten (10) days from the date of the request to send the requested information. If the requested information is not received, Jefferson Lines may administratively close the case. A case may also be administratively closed if you no longer wish to pursue it.

After an investigation is complete, Jefferson lines will send you a letter summarizing the results of the investigation, stating the findings and advising of any corrective action to be taken as a result of the investigation. If you disagree with Jefferson Lines determination, you may request reconsideration by submitting a request in writing to Bonnie Buchanan, ADA Compliance Officer within seven (7) days after the date of Jefferson lines letter, stating with specificity the basis for the reconsideration. The Compliance officer will notify you of the decision either to accept or reject the request for reconsideration within ten (10) days. In cases where reconsideration is granted, the Compliance officer will issue a determination letter to the complainant upon completion of the reconsideration review

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