Wheels Dial-A-Ride has policies that passengers are expected to know.

Limitations of Door-to-Door Service

Dial-A-Ride is a door-to-door service.

Our drivers are not allowed to:

  • Enter your private residence (this includes your garage)
  • Take you beyond the front entrance of the hospital, physician’s office complex, shopping center, etc.
  • Lose sight of their vehicle
  • Assist with shopping bags of reasonable weight or luggage for more than two trips from vehicle
  • Take individuals in wheelchairs up or down any stairs, steep ramps or inclines

Drivers will assist you from your door to the van. When door-to-door service could result in hazardous conditions to Dial-A-Ride passengers, staff or property, service will be provided curbside or at a safe, alternative location. Also, when door-to-door service could result in the possibility of missing passengers and causing confusion (such as at large facilities), service will be provided at predetermined locations.

Missed Services and Late Cancellations

Click here for Dial-A-Ride’s missed services [PDF] and late cancellation policies.  Regular missed services and late cancellations may result in service suspension.

On-Demand Rides

Dial-A-Ride will only grant same day service requests if the planned daily schedules can accommodate the request.

On-Time Window

The pick up window is defined as a thirty (30) minute time period starting from the scheduled pick-up time. The pick-up is considered on time if the vehicle arrives anytime within the 30 minute pick-up window. For example, if the pick-up is scheduled for 2:30 p.m., the vehicle may arrive anytime between 2:30 p.m. and 3:00 p.m. and be considered on time.

Passengers should be ready and waiting for the driver at their scheduled pick-up time. As a courtesy to other passengers, please plan to be ready early. The driver will leave five minutes after the vehicle’s arrival to the pick-up location.

Personal Care Attendants (PCAs) and Companions

A personal care attendant may accompany a passenger free of charge if your eligibility determination states that you need one. A companion may accompany a passenger and ride at the same fare as the passenger, provided that the attendant or companion is picked up and dropped off at the same point as the passenger, and there is room on the van. Please notify Dial-A-Ride at the time the trip is scheduled that an attendant or companion will accompany you.

Seatbelts and Child Seats

In order to provide safe transportation for all Dial-A-Ride clients, all riders are required to use a seatbelt. Lap belts will be provided for individuals who use wheelchairs and do not have their own lap belt.

If you are traveling with a child who requires the use of a safety seat, you will need to bring the safety seat with you. Dial-A-Ride does not provide child safety seats.

Standing Reservations (Subscription Rides)

Although not required by the ADA, subscription reservations are available on a limited basis for trips that recur at the same time on the same days over a period of time to and from the same addresses. Typical subscription trips include those for school, jobs, hemodialysis, chemotherapy, and other medical treatments. If space is not available for a subscription trip, you may ask to be placed on a waiting list, which is reviewed regularly. It is important to remember that standing reservations are NOT guaranteed, and may be capped at not more than 50% of all rides in any given time period. If you are unable to secure a standing ride trip, you may still call the day before, or up to seven days before, for each individual trip.

If your trip is to a physician’s office, please let your physician know that you will be using Dial-A-Ride service and ask how long the visit will take. Please let the scheduler know what time to return for you. It is always better to allow extra time because physicians frequently run late due to emergencies.

Travel Time

Dial-A-Ride service is a shared-ride service, which means that other riders with different destinations will be picked up and dropped off along the way. Your trip will take longer than if you took a taxi or drove yourself. Please be aware that you will be picked up and dropped off in the order that is most productive for the service.

The Americans with Disabilties Act (ADA) requires that paratransit services have comparable travel times to fixed-route bus service.  For intercity trips, a regular bus trip can take over an hour including transfer time.  Dial-A-Ride passengers should be prepared for a similar trip length.

Visitor Policy

The right to paratransit under ADA cannot be restricted based on where the individual lives. An individual that does not reside in the LAVTA service area, seeking to utilize WHEELS ADA paratransit service may be certified by another transit system. When the specific trip is made, the WHEELS scheduler may ask if the person is ADA certified by another transit system. If so and appropriate documentation is provided, WHEELS shall honor that certification and provide the service, within any proscribed limits of that certification.

If the individual is not able to produce documentation of ADA certification by another transit system, but claims to be eligible for service, service will be provided. However, WHEELS may request proof that the individual is not a resident, and in some cases (for hidden impairment conditions), medical documentation may be required.

LAVTA will attempt to process visitor requests within 24 hours upon receipt. Under no circumstances is a visitor to the system entitled to service beyond twenty-one (21) days, in any combination, during any 365-day period beginning with the visitor’s first use of the service.

Mobility Aids

Passengers using mobility aids will be accommodated whenever safely possible.  A passenger who uses a mobility aid may be required to attend an in-person assessment at the LAVTA offices (at no cost to the passenger).


A mobility aid, when occupied by a user that exceeds the specified maximum weight capacity of the lift/ramp on a Dial-A-Ride vehicle may not be accommodated.  Occupied mobility aids exceeding the weight capacity of the ramp/lift will be evaluated on a case-by-case basis.


Mobility aids will be accommodated on paratransit vehicles as long as the mobility aid and user do not exceed the size of the mobility aid securement area on the vehicle.  As a safety requirement, mobility aids cannot block the aisle and cannot present a physical threat to other passengers.

Mobility Aid Securements and Passenger Restraints

Wheelchairs and other mobility aids must be secured to the Dial-A-Ride vehicles, ideally via a four-point tie-down system, and passengers must use the appropriate personal restraints. Passengers refusing the securements and/or restraints will be asked to deboard the vehicle.