General FAQs

Only those persons whose disabilities prevent them from using fixed-route bus service, some or all of the time, are eligible. This eligibility criterion comes from the Americans with Disabilities Act. SamTrans fixed-route buses are accessible, and many people with disabilities can use the fixed-route bus service.  
 
An applicant will be eligible if any of the following conditions are met:  

• Applicant is unable to independently board or disembark, identify correct vehicle or stop, maintain balance on the vehicle, understand directions needed to complete a trip, or perform any of the usual tasks associated with using the bus;  
• The bus service is not accessible to the applicant, i.e. the bus lift cannot be deployed at the stop the applicant uses;  
• Applicant is unable to travel independently to or from the bus stop. 
   

To request an application call 650-366-4856 or go to the SamTrans website https://www.samtrans.com/accessibility/paratransit. The Paratransit Eligibility Office will contact you to set up an interview after they receive your application. 

Once an applicant is qualified, SamTrans will mail a letter and paratransit information packet within 21 days after the completed interview.  
 
 

You will receive a letter within 21 days explaining why you are not eligible and how to appeal the decision. To request an appeal, you can mail a letter to SamTrans Accessible Transit Services at 166 N. Rollins Rd, Millbrae, CA 94030.  
 

Call SamTrans Accessible Transit Services at 650-508-6241.  We can provide information on how to get visitor status and how Redi-Wheels and RediCoast paratransit work.

Redi-Wheels serves the Bayside of San Mateo County, east of Highway 280.  This includes Daly City, Colma, Brisbane, South San Francisco, San Bruno, Pacifica, Millbrae, Burlingame, Hillsborough, San Mateo, Foster City, Belmont, Redwood Shores, San Carlos, Redwood City, North Fair Oaks, Atherton, Menlo Park, East Palo Alto and the towns of Woodside and Portola Valley.  
 
Redi-Wheels also serves the City of Palo Alto north of Embarcadero Road, the Palo Alto Veterans Administration medical center, the Vista Center for the Blind and Visually Impaired and the REACH program. Palo Alto trips must begin or end in San Mateo County. 
 
RediCoast serves the mid- and southern San Mateo County Coastside from south of Pacifica to Pescadero. This area includes Montara, Moss Beach, El Granada, Princeton, Half Moon Bay, San Gregorio, La Honda and Pescadero.  
 
Paratransit also serves the Stonestown area and Highway 101 corridor of San Francisco. Trips within San Francisco can be arranged by contacting San Francisco Paratransit at 415-351-7000. Trips within Santa Clara County can be arranged by calling VTA Access at 408-321-2300.  
 

Redi-Wheels operates daily from 4:30 a.m. to midnight, with limited 24 hours in some areas (call 650-508-6241 for more information).  

RediCoast operates daily from 6:00 am to 9:00 pm.

Each one-way trip costs $4.25. People who receive Supplemental Security Income (SSI), Medi-Cal or General Assistance from San Mateo County may apply for the fare assistance program and pay a lower fare of $1.75.  You may purchase Booklets of 10-ride tickets through the mail using the ticket order form or in person at 166 N. Rollins Rd. You can also pay on your mobile device using our SamTrans Mobile Ticket App.  If you pay cash, please use exact fare as change is not provided.   

Paratransit is not limited by trip purpose. Trips must begin and end in the service area.

An attendant may ride free if you are certified through the eligibility office to ride with an attendant. When you reserve a ride, you must let the reservationist know that an attendant will be traveling with you.  
 

You must let the reservationist know that you will have a guest with you. Your guest also must pay the same fare as the member. If you have more than one guest, they may ride on a space-available basis only.

Regular paratransit trips must be reserved from 1 to 7 days in advance.

Redi-Wheels Same-Day rides may be reserved on a space-available basis and require a higher fare.

Yes.  Drivers are instructed to provide assistance when necessary. A driver may assist you between your door and the vehicle if the distance is no greater than 100 feet and the passenger door of the vehicle is in full view of the driver. 

The driver will, if requested: 

• Help fasten lap belt 
• Verbally assist sight-impaired passengers  
• Assist with wheelchair maneuvering  
• Offer an arm for stability  
• Carry up to four bags of groceries  

• Open the front door 

   

The driver will not: 

• Enter a residence or another building 
• Lift or carry any wheelchairs 
• Deviate from the scheduled routing.  Drivers must follow pre-approved directions 

Yes. Your mobility device must be able to be safely boarded and secured.  The mobility device and your personal items must not block the aisles. If using a scooter, it is strongly recommended that you transfer from the scooter to a seat in the vehicle, if possible.  
 

No. The state of California contracts with special service providers for school transportation. 

Yes. If the animal is a service animal and is on a lead that does not interfere with passengers in the vehicle. The service animal must always remain under the handler’s control. Let the Reservationist know if you are traveling with a service animal.  
 

No. Redi-Wheels and RediCoast do not offer a choice of vehicle type.

Yes. Redi-Wheels and RediCoast are shared-ride public transit services, just like the SamTrans bus service. It is likely that there will be other people on the vehicle with you.  Trips on Redi-Wheels/RediCoast will take about the same amount of time as a similar trip on SamTrans, including walking to and from the bus, waiting for the bus to come and any transfers between buses.

When you request a trip, please tell the Reservationist if you have an appointment time.   

Yes. SamTrans offers travel training, free of charge, to teach people with disabilities to ride SamTrans buses and Caltrain, when possible. Instructors provide one-on-one training. For more information, please call 650-508-6362 or 711 for California Relay Service.    

If you still have questions after reading this information guide, please don’t hesitate to call SamTrans at 1-800-660-4287 or (TDD only) 650-508-6448.