Customer Portal

Getting Started

To use the Access-a-Ride Customer Portal, you must have a valid email address on file with us. If you do, we have automatically created your customer portal account and sent an activation email to you. If there is no email address on file, or the link has expired, please email [email protected] to add the address or request a new link. Within this email, you will find an “Activate Your Account” link valid for seven days.

Open the Portal

Password Resets

If an email address is already on file, select "Need help signing in?" to reset password. Reset links frequently go to junk/spam boxes.

How to book a ride

Each Access-a-Ride customer must have a unique email address in the profile to gain access to the portal. If there is no email address in the profile or it is uncertain what email address is in the profile, please send an email request with the customer ID number and date of birth to [email protected] to have the desired email address added.

Once the email address has been added, enter the customer ID number. If there is no prompt to set a password, select “Need help logging in?” which will send a password reset link to the email address. A prompt will request creation of a password using the required characters that will be listed on the screen. Please write down or save this password. Once the password has been set, you can log in to the Customer Portal using the ID number and newly created password.

To schedule a trip, use an address that is already in the database, if an address is not in the system already, reservations will need to enter the address:

• Select “My Pickup Addresses” or enter an address in the “Pickup” line. Enter a destination address by selecting “My Destination Addresses” or entering a new address in the “Destination” line.
• Select “One Way Trip” or “Round Trip” in the drop down.
• Select either “Depart At” or “Arrive By” and enter the hours and minutes as it applies to the trip. “Arrive By” should be selected for an appointment.
• Select the times and date of the trip.
• A pop up will require selection of mobility type (if more than one is in the profile) and selection of PCA for the trip.
• Indicate travel with either a Guest (Age under 20), a Guest (Age over 20), a PCA and the appropriate mobility type needed for each. Adding the number for any PCA or guest accompanying the customer in the appropriate mobility type will ensure proper space is reserved for the trip.

To cancel a trip:

• Go to the “My trips” button on the main page or select from the drop-down menu under the name in the upper right corner. Only trips that are not already in progress may be canceled.
• Select the “cancel trip” button and a pop up will request confirmation that the trip is to be canceled.
• Select “yes” and a message will indicate that the trip has been canceled.

To view a current trip:

• Go to the “My trips” button on the main page or select from the drop-down menu under the name in the upper right corner.
• Select the upcoming trip that is to be viewed. Only those routes within two (2) hours of the pickup time and already in progress will be visible for viewing.

Additional trip criteria:

On the Book tab, you can book a trip to/from any of your favorite locations or select the option to manually enter an address. Your home address is always included in this list by default. To book a trip, please provide a date, destination, attendant count, attendant mobility type, guest count, and guest mobility type. Additionally, there are certain criteria that must be met when booking a trip.

• Date – The trip can only be booked 1-7 days out, depending on eligibility
• Next Day Trip – Next day trips must be booked before 5:00 PM
• Origin & Destination – The origin and destination must be different
• Attendant – Attendant count can only be set to “1” if attendant has been approved for the customer
• Suspension – Your account must not be suspended for the selected date
• Certification – Your certification must not be expired
• Trip Overlap – Trips must be booked without overlap. Time between trips must be 80 minutes
• Fixed Route Equivalent – The trip can only be booked if there is equivalent fixed route service available for the requested date, time, origin, and destination
• Address Restrictions - Certain addresses have limitations for their pick up and drop off times. If you receive an error regarding a time restriction, you will need to contact reservations to book the trip. We recommend subscription service for these trips
• Existing Address Required – If the requested address does not exist in the system, a call to reservations will be required to book the trip