Information is available in alternative formats. If you have any questions about the pick-up window, please feel free to call our customer service office at: 20 x131. After that, they will need to go on to the next stop. To keep the service on-time for everyone, drivers will only be able to wait for five minutes after they arrive for you to begin your boarding. The bus may arrive at any time in this window and we ask that riders be ready to go at any time within this window. The pick-up window will be from 15 minutes before the agreed to pick-up time to 15 minutes after that time. Our reservation agents will provide riders with a pick-up time and a pick-up window. With the service as busy as it has been, we are asking that all riders be ready when the bus arrives. To cancel your ride the same day of your planned trip, call 203-579-777 and select “2” for our dispatch office. If your ride is before that, call 20 and select “2” for our dispatch office. If you are calling after 4:30pm, please call back the next morning at 8:30am. To cancel your ride the day before your planned trip, call 20 and select “1” for our reservation office. If you have a change in your travel plans, please let us know as soon as possible so that we can adjust the schedule to provide service for another rider. When the bus arrives and the rider does not travel, that trip could have been provided to another person. It may surprise you to know that every day, many riders who planned to travel do not and don’t let us know they have changed their travel plans. And, we are still working on improving Access because we know it is important to you.
Over the last six months we have made changes to improve on-time performance which is now approaching ninety percent. One of the ways we measure service is called “on-time performance” – how often we get to destinations on time. While traffic and weather may sometimes impact service, we are always working to get you to where you need to go on time. This year we have added new buses to our fleet, hired new drivers, and have made changes to ensure it is easy to reach our reservation agents. We have been working to improve the quality of our Access service.
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