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Americans with Disabilities Act Compliance

The Americans with Disabilities Act (ADA) ensures equal access to transportation for people with disabilities. At RTS, we work hard to comply with all ADA policies. The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination against people with disabilities. The law is designed to ensure that people with disabilities enjoy equal access and opportunity in regard to the provision of certain services, including public transportation. The mission of RGRTA and its subsidiaries includes a commitment to provide service that is compliant with the ADA.  

ADA Compliance for Fixed Route Service in Monroe (RTS Connect)

Fixed Route service in Monroe County (RTS Connect) provides transportation service that is compliant with the ADA regulations under the FTA Department of Transportation (DOT) and the Department of Justice (DOJ).

If you believe RTS Connect has not been compliant with the ADA regulations for transportation, information about the Complaint Process is available at

RTS Connect provides fixed route service. Fixed route is curb-to-curb service that only runs to defined stops on a specific time schedule during operating hours. Fixed route is available in Monroe County and does not allow any customers to request route deviations or reserve pickups in advance. The following information applies to RTS Connect fixed route service on 40 ft. and 60 ft. buses.

Priority Seating 

In the front of the fixed route 40 ft. and 60 ft. buses, priority seating is available for seniors and people with disabilities. Bus Operators are required to ask other customers to offer these seats to seniors and people with disabilities. However, Bus Operators are not required to compel a customer to move from the priority seat. 

Customers have the right to travel with their portable oxygen cylinders or compressors, but they must make sure their device does not block an aisle, roll or slide around freely, or block a door.

Reserved Areas for People with Mobility Devices

By law, we reserve areas where mobility devices, such as wheelchairs, can be secured for the people who need them. Bus Operators are required to ask customers to provide access to those areas for people using mobility devices.

Boarding Assistance 

Bus Operators will lower buses and position them to make boarding as easy as possible for everyone. The lift or ramp can be used at any RTS bus stop. Ask your Bus Operator if you need assistance to guide your mobility device onto the ramp. 

Wait for the bus near the bus stop or in the shelter for the bus. When the bus approaches, please stay back to allow room for the ramp to be lowered. Allow 4-5 feet for the ramp to lower. Allow the Bus Operator is get out of his or her seat to assist customers in the reserved areas with securing their mobility device.

Securing Your Mobility Device 

Bus Operators are required to secure all mobility devices. It is the Bus Operator’s responsibility to verify that the securement and release of a mobility device is performed properly for the safety of all. If an aide, personal care attendant (PCA), or other customer performs the securement or release, please ask the Bus Operator to oversee or check it.

Mobility devices are required to be secured with 3-4 point securements anytime they are on the bus. We strongly encourage customers to utilize the shoulder and lap belt securement for your safety. However, Bus Operators must not apply the vehicle seatbelt to people in mobility devices if those persons decline it or the mobility device cannot be secured adequately to the satisfaction of both parties. For your safety, we encourage you to lock your manual wheelchair or to turn off your automated / motorized mobility device. Per ADA, however, RTS Connect fixed route service will provide transportation to wheelchair users even if 1) the device does not have brakes; or 2) the user chooses to leave the wheelchair unlocked; or 3) the user chooses to not set the brakes; or 4) the user chooses to leave the device turned on.  


There is a stop request button on the bottom of the flipped up seat within reach that will notify the Bus Operator that a mobility device will need to disembark. The Bus Operator is required to unsecure mobility devices after the ramp has been lowered. Aids or other customers are not allowed to unsecure mobility devices. Customers requiring the use of the ramp will disembark from the front doors of the bus.

Requests for a Reasonable Modification to Fixed Route Service

In accordance with the ADA, section 504 of the Rehabilitation Act of 1973, and implementing regulations, RTS Connect shall make reasonable modifications in its policies, practices, and procedures for fixed route service when such accommodations are necessary to avoid discrimination, unless such accommodations would:

  • Fundamentally alter the nature of the service, program or activity; or
  • Result in a significant risk to the health or safety of others (direct threat); or
  • Result in undue financial and administrative burden.

We will deny a requested modification if the person with a disability is able to use the services for their intended purpose without the requested modification. It is not reasonable to request a modification simply to make the service more convenient or to suit individual preferences.  

We offer different services. The “reasonableness” of a request will depend on the type of service. If your request is not reasonable based on the type of service, we will try to identify another type of modification that will allow you to use the particular service in a manner that is consistent with the nature of the service and does not cause a direct threat.

These requests are a fundamental alteration of service and will not be considered reasonable under the ADA for trips on RTS fixed route service:

  • Any request that requires the Operator to leave the vehicle unattended; and
  • Requests to deviate from the bus route and scheduled stops or beyond the established deviation distance (except within a reasonable distance to avoid an obstacle); and
  • Requests to provide personal services to a customer, such as entering buildings, opening interior doors, unlocking doors, or lifting a customer; and
  • Requests for door-to-door assistance (guiding the customer from the bus to the door of a building or vice versa); and
  • Driving onto private property (one-way driveway or gated community); and
  • Carrying luggage, bags, or packages.

Arrange a reasonable modification in advance when possible by calling Customer Service.

  1. Call 585.288.1700.
  2. Describe the modification you need and the reason you need it.
  3. Specify the date on which you need the modification and the length of time it is needed.

If you cannot make a request for a modification in advance because you were unaware of a condition or barrier at your destination until arriving, you may make the request at the time of service. Personnel at any subsidiary may consult with management before making a determination to grant or deny the request.

If you believe RTS fixed route has not complied with a reasonable modification request, you may file a complaint. For more information about the process visit]

ADA Complementary Paratransit Service

By providing RTS Connect fixed route service, RGRTA is obligated to provide complementary paratransit service in Monroe County through RTS Access. RTS Access is available for people whose disabilities prevent them from using RTS fixed route service all or some of the time. RTS Access customers must be certified as eligible for complementary paratransit. This is a requirement of the ADA regulations. To learn more about complementary paratransit service, go to