Access Link ADA Paratransit

Access Link 2023 Customer Forum Presentation

Questions and Answers from the Customer Forum

For questions about Access Link, click here or visit https://www.njtransit.com/accesslinkqanda.

Access Link

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For more information about the Access Link Riders’ Choice Pilot Program with Uber & Lyft, click here

Access Link App!

The NJ TRANSIT Access Link mobile app provides an easy-to-use interface for making, canceling and monitoring reservations, updating customer information and monitoring the status of EZ-Wallet payment accounts, all through your mobile device of choice.

The app is available for download now for iOS and Android mobile devices.

For more details, download our Fact Sheet and Brochure.

Operating Hours and Contact information

Access Link Phone Number: 973-491-4224 
Access Link Website: accesslink.njtransit.com

Looking for Access Link Online? Click Here

NJ TRANSIT's ADA paratransit program known as Access Link was established to provide public transportation to people with disabilities who are unable to use the local bus service according to the American with Disabilities Act (ADA). You may ride with Access Link or any other NJ TRANSIT mode for some or all of your transportation needs.

There are several things you need to know before you begin riding with Access Link and that is why we have created the Access Link Customer Guidelines. This guide provides you with detailed information on how to best use Access Link. Topics such as reservations, subscriptions, fares, policies and more are mentioned in the guidelines. It contains everything you need to know and was created to answer your questions about the service.

Please read through these guidelines carefully. We hope that after you have read this guide you will be confident in understanding how the paratransit service operates for your best possible riding experience.

What Is Access Link?

Access Link is NJ TRANSIT’s paratransit service, designed to provide transportation for people with disabilities who are unable to use the local fixed-route bus or light rail systems due to physical or functional limitations. Access Link operates in compliance with the Americans with Disabilities Act (ADA).

Hours

Access Link service is comparable to the bus in that it is available during the same days and hours as the regularly scheduled local fixed route bus service, including weekends and holidays. If there is bus service available, Access Link service will be available. If there is no bus service, Access Link will not be available.

Shared Ride

Access Link is a shared-ride service, which means other passengers may be picked up or dropped off before you reach your destination. This system helps us make the best use of our vehicles, allowing us to serve more customers efficiently. Our scheduling is designed to balance the needs of all riders while providing timely and reliable transportation for everyone.

Origin to Destination

Access Link provides curb-to-curb transportation service from your origin to your destination, as long as both locations are within the Access Link service area. When the vehicle arrives, you will have 5 minutes to approach it. The driver will assist you with boarding, securing your mobility device, and exiting the vehicle. However, drivers are not allowed to help with any carry-on items.

If you need additional assistance, or if you require an accommodation or reasonable modification to the driver's responsibilities, please contact us in advance.

Where Does Access Link Go? (Access Link's Service Area)

Access Link runs in the same areas and at the same times as our local bus routes and light rail systems. If your pick-up or drop-off location is outside the Access Link service area, a reservationist will help you find nearby cross streets that are within the service area. You will then need to give the address of a place where you can be picked up or dropped off.

Ride Purpose

Access Link is similar to NJ TRANSIT's bus and light rail system, allowing you to travel to and from any destination within the service area. We do not ask about the purpose of your trip, and all ride requests are treated equally. We are unable to prioritize ride requests.

Fare 

• Access Link is not free. The fare is based on the local fixed-route bus fare, the number of zones you travel through, and any applicable transfer fees.
• EZ-Wallet is our electronic fare option, and we encourage you to set up a payment profile to avoid handling cash.
• If you choose to pay with cash, you must have the exact fare, as drivers cannot provide change.
• You cannot use your reduced fare card on Access Link. Reduced fares are only available for bus, train, and light rail travel.
• If you have been approved to travel with a personal care attendant (PCA), they can ride for free as long as they are accompanying you.
• Children under the age of five can ride for free when traveling with a paying Access Link eligible customer.

Applying for Access Link

Applying for Access Link

An interview, either via phone or in-person, is required for full paratransit eligibility. 

You can call 973-491-4224 and select option #1 to discuss NJ TRANSIT’s accessible services, including Access Link. The team will educate you about available options and schedule you for an interview, if necessary.

Those who request an interview will be scheduled for one with one of our community-based partners.  The interview process requires you to provide information about the disability or disabilities that are preventing you from using the local bus to travel to or from your intended destinations. You are also required to provide current medical verification.
 

Make a Reservation

To make an Access Link reservation, you can:

• Call 973-491-4224 and select option #2 for assistance from a live agent or the Access Link Virtual Assistant.
• Visit accesslink.njtransit.com or go to njtransit.com, select ACCESSIBILITY from the main menu, then choose Access Link Online from the dropdown.
• Use the Access Link mobile app

When making a reservation, please have the following information ready:

1. Your customer ID number and four-digit PIN.
2. Complete pick up and drop off addresses, including the nearest intersecting cross streets.
3. Your requested pick-up time.
4. A phone number that can be used to contact you while you are traveling.
5. Notification if you are traveling with a companion or personal care attendant and whether they will be using a mobility device.
6. Any specific pick-up or drop-off instructions to help the driver find the correct location.
7. If traveling with a child requiring a safety restraint system under New Jersey law, an appropriate system (like a car or booster seat), is required. If the safety restraint system is inadequate or missing, the child will not be able to ride.
8. Information about your intent to transfer from your mobility device into a seat.
    

Appointment Time Booking Pilot

This pilot program offers the option to request either a pick-up or drop-off time for your rides, making it a convenient choice, if you have an important appointment. These reservations are currently available only for Access Link vehicles. Please note that for each ride, you must choose either a pick-up or drop-off time—you cannot request both for the same trip. Additionally, appointment time bookings are not available for rides that require transfers. For more information call 973-491-4224 and select option #5 for Customer Service.

Outreach Requests

If you are hosting an educational event and would like a representative from Access Link to provide information about NJ TRANSIT's accessible services, Access Link, or related services and initiatives, please contact the Access Link Customer Service and Outreach Group at 973-491-4224 and select option #5.

Traveling on Access Link

• Once an Access Link vehicle arrives we will wait up to five minutes for you to come out and board. If you do not come out within five minutes, the vehicle will depart without you and you will be declared a "No-Show."
• If someone will be helping you get to the vehicle, that person must be waiting with you. If someone will be assisting you from the vehicle to your door at your destination, this individual must be ready to meet you when the vehicle arrives.
• If you require additional assistance, an accommodation or reasonable modification of Access Link services, please contact the Access Link Customer Service Group by calling 973-491-4224 and selecting option #5.
• Any customer, including those who do not use mobility devices, may request to use the lift to board the vehicle while standing.
• If any of your contact information changes, especially your home address, telephone or contact number, please notify Access Link as soon as this information changes.
• If your vehicle has not arrived by the end of your window please call Access Link at 973-491-4224. A Service Monitor will give you information about the status of your ride. Please be patient and do not call until the end of your window to help us reduce your hold time.
• It is not a requirement for children under the age of 12 to sit in the back seat of sedans, however, NJ state law recommends it. Please keep this in mind if one of our sedans should arrive to transport you.
• Due to scheduling and space needs the driver may ask you to change your seat. We ask for your cooperation.

Ride Time

Your "ride time" will be comparable in length to the ride time on the bus. Your Access Link ride time will generally not exceed 1½ times that of the local bus.

Pick Up Window

Customers must be ready during their scheduled pick up window which is given during the reservation process, and be ready to board in 5 minutes.

Transfer Trips

You may be required to transfer between two or more vehicles, just as you would if you were riding the bus, this is called a transfer trip. All information about transfer trips will be provided to you at reservation time.

Vehicle Preference

You cannot request to travel in a specific type of vehicle. The Access Link fleet is a mixture of sedans and accessible buses. During our scheduling process, the next available vehicle will be selected by our computer system to handle your ride request.

Service Animals

Customers using service animals to provide assistance may ride in all types of vehicles. Service animals may not occupy a customer seat. They must sit at the feet of their owner.

Mobility Devices

• Access Link can accommodate wheelchairs, scooters or other mobility devices that are 30-inches wide and 48-inches long and weigh 600 pounds, when occupied. If you are traveling with a mobility device that exceeds these dimensions and/or weight, we will endeavor to accommodate your device but we may not guarantee you a ride.
• Access Link may not transport you if your mobility device is broken or malfunctioning. Broken brakes, safety belts, wheels, weak batteries, or other problems with mobility devices cause a safety concern for all.
• When bringing packages on board think of the fixed route public bus system. You may bring packages on board but only what you, your personal care attendant or companion can carry in one entry to the vehicle. Repetitive trips on and off the vehicle with packages is not permitted.
• Operators may not carry packages for you.
• Your packages must be self-contained and must not pose a safety hazard (e.g. rolling, spilling, etc.) and therefore must be secured and not obstruct the aisle or customer seating. Any items that may pose a safety risk are not permitted on Access Link vehicles (i.e. hoyer lifts, bicycles, any flammable material/liquid, etc)
• You are allowed up to one collapsible/ folding shopping cart per scheduled ride as long as you can board the vehicle with it on the lift.
   

Cancelling a Ride

Access Link will record each customer no-show or late cancellation

For any questions or additional information please contact Access Link's™ Customer Service Group at 973-491-4224 and select option #5.

Cancellation and No Show issuance

• For a cancellation to be considered "advanced" you must call Access Link 2 hours or more before your scheduled pick-up window.
• Your ride will be considered a late cancellation if you call Access Link more than 50 minutes but less than 2 hours before your scheduled pick-up window.
• Your ride will be considered a no-show if you do not call to cancel your ride at least 50 minutes before your scheduled pick-up window, or you do not board the vehicle within the five minute wait time.
• If you no-show a scheduled ride, you must call Access Link within 60 minutes in order to confirm any ride reservations for later that day.
• We also asked that you are ready during your window and remember that the operator can only wait 5 minutes for you to board the vehicle. 

No Show and Late Cancelation Infraction Suspension Policy

Special Note: The full policy and guidance on disputing and appealing are available on Access Link Online and in the Customer Guidelines

Canceling Your Ride: If you no longer need a scheduled ride, you must cancel at least two hours before the scheduled pick-up window.

• Late Cancellation: Canceling between 50 minutes and two hours before the pick-up window.
• No-Show: Failure to cancel at least 50 minutes before the pick-up window or not boarding within five minutes of the vehicle's arrival.

If you consistently have late cancellations or no-shows, you may be subject to service suspension.
 

Suspension Policy for Excessive No-Shows and Late Cancellations

Each month, you will receive an Infraction Warning Letter, if you accumulate at least two infractions. This warning is to inform you of accumulating no-shows or late cancellations. Continued infractions may lead to suspension if you meet the following criteria: 

• Booking at least ten rides (including completed rides and those marked as a No Show, No show in Transit, or Cancelled Late) within the month.
• Accumulating infractions that represent at least 20% of your booked rides.
   

Suspension Timeline for Infractions:

1. First Violation: Suspension Warning
2. Second Violation: 7-day suspension
3. Third Violation: 14-day suspension
4. Fourth Violation: 21-day suspension
5. Fifth and Subsequent Violations: 30-day suspension

If you qualify for suspension, you will receive a suspension letter with the infraction details and suspension dates. Suspensions always start on a Sunday and end on a Saturday.
 

Companions and PCAs

You may travel with up to two other riders. To ensure seating capacity, NJ TRANSIT reserves the right to limit additional companions on a space available basis.

In addition, only one rider can be listed as a PCA. A PCA is someone who handles the following types of services:

1. Assists a customer with traveling to and from the Access Link vehicle.
2. Calming a customer who tends to become upset in unexpected situations.
3. Preventing a customer from leaving her/his seat or opening a door with the vehicle is in motion.

We will make every effort to provide additional assistance, an accommodation or reasonable modification but Access Link drivers are not required or trained to act in the capacity of a PCA. If you require additional, from the Access Link driver, contact the Access Link's Customer Service Group at 973-491-4224 and select option #5 to discuss your needs. We cannot guarantee that assistance will be provided. Each request will be evaluated on a case by case basis.

1. If you require assistance of a PCA, we recommend that you always travel with one.
2. If you are authorized to travel with a PCA and the person will not be traveling with you, please update your reservation.
3. If we recognize that you require assistance above what an Access Link driver can provide, and you do not have a PCA, we may make a safety related recommendation requiring you to travel with one.

Notice Regarding Filming and Recording on Access Link Vehicles

As part of our commitment to safety, please be aware that most Access Link vehicles are equipped with a camera system that records both audio and video. NJ TRANSIT may record anything occurring on or near the vehicle for security and monitoring purposes.
To ensure the comfort and privacy of all our customers, please note that customer filming or recording is permitted for personal use only. Any recording intended for commercial use, such as for television programs, podcasts, or other widely circulated media, is prohibited without prior written permission from NJ TRANSIT.
For details on obtaining media permissions, please refer to NJ TRANSIT’s Requirements for Film and Photo Shoots.
 

Service Status During Emergency

To Obtain Information about Access Link Service Status and Interruptions that are Due to Weather or Emergency Situations

• Call Access Link at 973-491-4224 to hear recorded service status information.
• Visit www.njtransit.com for updates.
• Visit www.njtransit.com/mytransit to sign up for free Access Link alerts through the MY TRANSIT system.

Visitor Status in Another State

Your Access Link paratransit eligibility must be honored, when you are visiting another state. Each paratransit system has a process for evaluating visitor requests. The last page of your paratransit eligibility letter can be used to verify your paratransit eligibility status in the state of New Jersey. You must:

• Identify and contact the paratransit provider in the state where you plan to travel prior to your actual travel date.
• Request that all forms be sent to you directly. NJ TRANSIT cannot be responsible for the completion of any forms.
• Request information that will help you plan your use of their paratransit service effectively.

Requesting Visitor Status in NJ

If you are a person with a disability who will be traveling to New Jersey from another state, please contact our Certification Group at 973-491-4224 and select option #1 for information about our VISITOR SERVICES.

Access Link Customers' Rights and Rules of Conduct

Customers have a right to:

• Safe, reliable paratransit service in clean vehicles
• Ride times within the ADA scheduling window
• Have all of your information maintained with the highest level of confidentiality
• Be assured that NJ TRANSIT is monitoring the service providers who are delivering the Access Link service
• Vehicle announcements upon arrival at your pick-up location
• Professional, customer friendly, and courteous assistance
• Assistance from the curb for boarding and exiting the vehicle
• Assistance to and from your seat
• Assistance securing any mobility devices, seat and lap belts
• Request additional assistance, accommodation or reasonable modification of Access Link services, if needed.
• Operators calling 911 in the event of a medical event or emergency
• Announcement of "Access Link" upon arrival at your pick up point
• Operators performing safely and obeying all traffic laws
• The vehicle arriving within the Window
• The operator waiting up to 5 minutes for you to meet the vehicle
• Refuse unsafe service and file complaints without fear of reprisal
• Prompt investigation and effective resolution of complaints
• Notify us if they are not able to communicate in English and inform us of which language requires translation. We will then arrange a staff member to speak with you and/ or use the language line assistant to facilitate our conversation.

Customers Rules of Conduct:

Customers are responsible for their own conduct as well as the conduct of their Personal Care Attendants and companions. While utilizing the Access Link service all customers, including those traveling with them are expected to follow these rules of conduct to ensure the safety and comfort of all customers, vehicle and the operator.

• Do not willfully make threats, sexually harass, disturb, physically or verbally harass or use offensive language or gestures towards other customers, operators or Access Link staff on the phone.
• No consumption and/or riding under the influence of alcohol or illegal drugs while on board the Access Link vehicle.
• No smoking while on board the Access Link vehicle.
• Refrain from disruptive behavior and situations that pose a direct threat to the safety and well-being of other customers, the operators and our vehicles such as but not limited to the presence of bed bugs on your person, contagious conditions, the discharge of bodily fluids and open wounds
• No operating or tampering with any Access Link equipment while onboard Access Link vehicles.
• Pay your fare and promptly board the Access Link vehicle within the five-minute timeframe without purposeful delay.
• No sound generating devices are to be played aboard the Access Link vehicle without the use of headphones.
• Remain seated with the seat belt on at all times during the ride. The only exception is when customers obtain written documentation from a medical professional.
• Refrain from receiving repetitive passenger no-shows.

Repeat instances of prohibited behaviors may result in the issuance of a warning letter up to a possible temporary suspension of service. In some cases, due to the severity of the situation and its impact on our ability to provide service, suspension may be immediate or we may refuse service while we work to resolve the concern.

Drivers are not responsible for:

• Acting in the capacity of a PCA
• Knowing your scheduled return time
• Providing first aid or other medical assistance
• Assisting you with transporting packages or other items
• Relaying information to Access Link Operations

Right to Appeal Suspension

How can I appeal a suspension of service? A customer who disputes the basis for a suspension of service can appeal the suspension by contacting the Access Link Customer Service department by calling 973-491-4224 and selecting option "5" for further details or submit the request in writing along with supporting documentation by sending it via: Fax: 973-232-1677 E-Mail: [email protected] Mail: NJ TRANSIT Access Link Attn: Customer Service/Suspension Appeals One Penn Plaza East, 7th floor Newark, New Jersey 07105

Subscriptions

Access Link subscription rides will be automatically canceled on the following holidays. This process helps prevent costly no-shows and improves on-time performance for those traveling to and from locations that remain open:
New Year's Day                      
Martin Luther King Jr. Day                             
Presidents’ Day                  
Good Friday                       
Memorial Day                    
Juneteenth                                    
Independence Day            
Labor Day                        
Columbus Day                
Veterans' Day                
Thanksgiving Day                
Day after Thanksgiving                       
Christmas Day              

If you need a ride on any of these holidays, you can make a reservation by:

• Calling 973-491-4224 and select option #2 for assistance from a live agent.
• Using the Virtual Assistant for next day reservations.
• Using the Access Link Mobile App.
• Using Access Link Online.
• Completing the Digital Reservation form

Lost and Found

Lost and Found Contact us via phone or email to report personal items left onboard Access Link vehicles. Items found will be held at the Service Provider facility for up to 120 days. We will try to return items on another ride or you may make your own arrangements to pick the items.

Travel Instruction

Free travel instruction services are available, in select areas of the state. If you want to learn how to use the local bus, train or light rail system to travel, in addition to your Access Link service please contact us.

Accommodation or Reasonable Modification Requests

If you need assistance or an accommodation while using Access Link, please submit your request before your reservation date. Each request is reviewed on a case-by-case basis, and approval is not guaranteed. The review process may take three or more business days. To begin, contact the Access Link Customer Service Group at 973-491-4224, option #5, Monday through Friday from 8:00 am to 4:00 pm.

Customer Service

 

NJ TRANSIT is very interested in how you view Access Link service. If you wish to compliment us on the service or notify us of problems, you may email or call us and speak with an Access Link Customer Service Representative (contact information below). When calling please have as much information as possible, including:

• Date and time of day you traveled.
• Your pick-up and drop off locations.
• Your vehicle number.
• Your driver's name.
• What happened?
• Who else was on the vehicle?

Access Link Information:

973-491-4224 between 8 a.m. and 4 p.m. or [email protected] (TT) 800-955-6765 for the Deaf & Hearing Impaired

If you are unable to select an option, stay on the line for assistance.

If you have any additional questions about NJ TRANSIT's Accessible Bus, Rail or Light Rail please contact,

NJ TRANSIT Information Center:

973-275-5555 or (TT) 800-772-2287 or www.njtransit.com

NJ TRANSIT TITLE VI NOTICE TO BENEFICIARIES

NJ TRANSIT operates its programs and services without regard to race, color, or national origin, in accordance with Title VI of the Civil Rights Act of 1964, as amended. Any person who believes she or he has been subjected to discrimination on the basis of race, color, or national origin, or wishing to obtain additional information regarding NJ TRANSIT's Title VI obligations, may contact NJ TRANSIT Customer Service at 973-275-5555. A complaint or inquiry may also be filed by writing to NJ TRANSIT Customer Service - Title VI, One Penn Plaza East, Newark, NJ 07105. A complaint must be filed within 180 days of the alleged discrimination.

COMPLAINTS

If you wish to file a complaint of discrimination with NJ TRANSIT under Title VI (race, color or national origin), the ADA (disability), and/or other categories protected under the New Jersey Law Against Discrimination, please contact NJ TRANSIT Customer Service at 973-275-5555, or use our online form.

Terms and Definitions

ADA Scheduling Window - Access Link is permitted by the ADA regulations to provide ADA rides within plus or minus one hour of your requested pick-up window.

Commuter Bus Service - bus service predominately in one direction during peak periods, limited stops, use of multi-ride tickets, and routes of extended length, usually between the central business district and outlying suburbs. The ADA does not require public transportation entities to provide ADA paratransit with respect to the commuter service.

Companion or Guest - a person other than a PCA (personal care attendant), who will be riding with an ADA eligible customer (e.g. a friend, relative, etc.). A companion pays the same fare as the ADA eligible customer.

Cross Street - the nearest intersection (corner) to the street address you are traveling to and from

Demand Ride - a single reservation to individual destinations

ID Number - a unique number assigned to you, which is used to identify you

Late Cancellation - a ride cancelled less than 90 minutes but more than 50 minutes before your scheduled pick-up window.

No-Show - when you fail to cancel a ride, or cancel a ride less than 50 minutes before your scheduled pick- up window, or when you do not meet the vehicle within the five minute wait time

Advanced Cancellation - a ride cancelled at least 90 minutes before the scheduled pick-up window.

Personal Care Attendant (PCA) - someone who is preregistered with Access Link designated or employed specifically to help you meet your personal needs for transportation

Region - a geographically defined service area in which an assigned Contractor or Service Provider delivers Access Link service (see Access Link regional map at the end of this section)

Request Window - this is the desired window during which you want Access Link to pick you up

Scheduled Pick-Up window - this is the agreed upon scheduled window

Service Provider - a company that is contracted by NJ TRANSIT to provide Access Link service; also known as the Contractor

Tour / Run - a list of rides or a "route" operated by an Access Link vehicle

Wait Time - a 5 minute wait time is provided once the vehicle arrives at your pick-up point for boarding purposes.

"Register Ready - New Jersey's Special Needs Registry for Disasters" allows NJ residents with disabilities and their caregivers to provide information to emergency response agencies so responders can better plan to serve them in a disaster or other emergency. Click Here for More Information.