CUSTOMERS WITH DISABILITIES

Accessibility is a part of every ride.

Customers with Disabilities

At MTRWESTERN, we’re committed to making bus travel safe, respectful, and accessible for all passengers. Whether you’re traveling independently or with a companion, we offer assistance every step of the way, from booking to boarding and throughout your journey.

Our team is trained to support passengers with disabilities and to accommodate a wide range of mobility needs with dignity and care. Let us know how we can help.

Assistance Before Your Trip

If you need help booking your ticket, selecting an accessible seat, or requesting a wheelchair lift, our team is here to assist you, just Contact Us.

Traveling with a Wheelchair or Mobility Device

All MTRWESTERN coaches are equipped with wheelchair lifts and securement spaces for up to two passengers using mobility aids.
• Reserve early: While not required, we recommend booking your ticket at least 48 hours in advance to ensure space availability.
• When purchasing online, simply check the wheelchair option when selecting passengers.
• Wheelchair users may bring a personal care attendant, who may ride on the lift with the passenger, provided the total combined weight does not exceed 600 lbs.

To qualify, mobility devices must meet the ADA definition of a “common wheelchair”:
• Manual or powered
• No more than 30″ wide x 48″ long (measured 2″ above the ground)
• Combined weight of passenger and device does not exceed 600 lbs

Assistance During Travel

Our team can assist with:
• Boarding and disembarking
• Securing mobility aids
• Handling luggage
• Transferring between buses
• Service-related information at rest stops

Please note: Drivers and station staff cannot provide personal care (e.g., medication assistance or restroom support). If needed, we recommend traveling with a companion or attendant.

Storing Your Mobility Aid

• Non-collapsible or larger devices will be stored underneath the coach. Max weight: 50 lbs.
• Staff will assist with safe loading and unloading.

Oxygen & Respirators

Passengers may bring up to 4 oxygen canisters (2 onboard, 2 in baggage).
Canisters must be:
• In protective cases
• No larger than 4.5” diameter and 26” length
• Properly labeled and secured

Always keep medication and essential supplies with you—do not place them in checked baggage.

Priority Seating

Priority seating is available near the front of the bus for seniors and passengers with disabilities. If occupied, drivers may ask passengers to relocate so those needing priority access can be accommodated.

Your Rights & ADA Compliance

MTRWESTERN complies with the Americans with Disabilities Act (ADA) and strives to provide a seamless travel experience for passengers with disabilities across our services, vehicles, and facilities.

We do not require proof of disability, and assistance is always provided upon reasonable request.

Need to File an ADA Complaint?

If you feel your rights were not respected during your travel with us, we want to hear from you.

• Please complete our ADA Complaint Form and email the form to: support@mtrwestern.com

You may submit a complaint within 180 days of the incident.

We’ll respond within 90 days, and you will receive written results and any next steps. If you disagree with our determination, you may submit a written request for reconsideration within 7 days.

FAQ's

Do I have to provide proof of disability?
No. We do not require documentation or ID to request assistance or priority seating.

What if I need help during a transfer or rest stop?
Let your driver know each time you need assistance. Even if you noted your needs during booking, please speak up during each leg of your trip.

Can I ride if I didn’t give 48-hour notice?
Yes. While advance notice helps us prepare, we’ll make every reasonable effort to accommodate walk-up requests without delay.

Can I request assistance for luggage or boarding?
Yes. Let our team know and we’ll be glad to assist—at terminals, stops, and while transferring.