Frequently Asked Questions
Below are answers to frequently asked questions about travelling on Wheels.
If you still have questions about Wheels services and need assistance, please contact our Customer Service Center at (925) 455-7500.
Q: Can I take my Bike inside Wheels buses?
Buses are equipped with bike racks located on the front bumper. The rack can accommodate two bikes. Only if it’s full, ask the driver if you can bring the bike inside the bus. Bikes are allowed inside only at the driver’s discretion.
Q: Will Wheels consider having a reduced youth fare in the future?
A proposal to create a pilot student monthly transit pass in Alameda County was approved last year as part of Measure BB. Staff will be evaluating alternatives in the near future as part of this approved initiative.
Q: Does Wheels plan on having real-time bus arrival/departure information available?
Wheels currently offers real time bus tracking at http://webwatach.lavta.org/. Wheels will be developing a real time app for smart phones in the near future. Look for updates at on this website (www.wheelsbus.com).
Q: How do I apply for position as Wheels Bus Driver?
MV Transportation is the contractor that operates Wheels bus services. They can be contacted at (925) 455-7514 and at their website www.mvtransit.com. Click “Join Our Team” on the home page for job application information.
Q: When will Wheels be accepting Clipper Cards for payment?
Wheels is now accepting Clipper Cards for payment. For more information click the Clipper Card link on the Fares page or sign up on the Clipper section on the home page.
Q: What age is considered a “senior” to quality for a reduced bus fare?
Wheels considers anyone 65 years or older to be a senior and would qualify for our reduced senior fares. Seniors may have to show a proof of age or a valid Medicare card in order to receive the reduced fare when boarding the bus. Learn more about our fares.
Q: I left something on the bus. How does Lost & Found work?
Wheels is not responsible for items left on the buses. If you misplace something on the bus or at a Wheels facility, we may be able to find it. Please call our Customer Service Center at (925) 455-7500 Monday through Friday from 5:30 AM to 6:45 PM. Items turned in to Lost Found are retained by Wheels for a period of 30 days.
Q: How do I make a formal complaint or recommendation?
We are always looking for ways to improve our service to the community. To submit your complaint or other comments regarding our service, equipment and employees, please use the Online Customer Comment form or call 925-455-7500. All comments are logged in our customer comment database and responded to within one business day. If an investigation is required, customers will typically receive a follow-up within five business days.
Q: How do I make suggestions for routes and services?
To make suggestions regarding route or schedules, please enter your information using the Online Customer Comment section at www.wheelsbus.com call 925-455-7500.
Q: How can I make a reservation for Dial-A-Ride?
Eligible passengers can make reservations for Dial-A-Ride by calling (925) 455-7510
Hours: Seven days a week from 8:30 AM to 5:00 PM. You may call up to one week in advance of the intended trip, but must be made at least one (1) day in advance.
Q: I am a teacher and want to take my class on a field trip via the bus. How many students can I take at one time?
We recommend that no more than 30 people (including the students and chaperones) plan to board a single bus. Classes larger than 30 will be split into two groups, boarding at different times according to the route schedule.
Q: At what time during my trip do I ask for a transfer? How do they work?
If your trip requires the use of more than one bus to reach your destination, ask the driver for a free transfer slip when you pay your fare. Transfers are valid for two hours and you may travel any direction. If you are using a monthly pass, you will not need a transfer slip.
Q: Who do I contact to put markings or tether straps on my wheelchair? Do I need to make an appointment?
Wheels offers mobility device users a unique opportunity to experience one-on-one sessions with a Wheels Accessible Services staff member by appointment only. This service includes marking and/or installing tether straps on mobility devices, practicing boarding and de-boarding a bus and demonstrating securement procedures. These sessions take place at the Wheels Administrative Office. To schedule an appointment or for more information, please call Wheels ADA Coordinator at (925) 455-7555.
Q: How many wheelchairs are allowed on the bus at one time?
A: Our buses can accommodate up to two wheelchairs at one time. Learn more about our wheelchair policy.
Q: Are respirators, concentrators, and oxygen tanks allowed on the bus or paratransit vehicles?
A: Yes, respiratory-related equipment are allowed provided that they are properly secured and do not block access to aisles and exits.
Q: How many bikes are allowed on the bike rack at one time?
A: Two to three bikes can fit on the bike racks at one time. This is dependent on the type of bus in service. Learn how to properly stow your bike in a bike rack.