Frequently Asked Questions
When you make your reservation, the Customer Service Representative will confirm your trip by giving you a 30-minute “pick-up window." Your vehicle may arrive at any time during the window, but you must be ready to leave and go to the vehicle at the beginning of your pick-up window. It is your responsibility to wait where you will be able to tell that the vehicle has arrived.
Be ready! The driver is allowed to wait only 5 minutes for you! It is your responsibility to be ready to take your trip. If you do not meet
the vehicle when it arrives, your driver will attempt to find you and East Bay Paratransit will attempt to telephone you. If you cannot be located or choose not to start boarding within five minutes, the driver may leave and continue to their next pick-up.
If you miss your pick-up, there may be a substantial wait for another pick-up from East Bay Paratransit. In addition, you may be penalized for failing to take the trip.
One Way Fares:
|For service in the East Bay (one way)|
|$4.00||0 to 12 miles|
|$6.00||>12 miles, up to 20 miles|
Travel to and from San Francisco is distance based and costs between $6.00 and $10.00, depending where you start and end. However, San Francisco trips which go beyond the BART service territory that are carried by East Bay Paratransit also pay an additional MUNI paratransit fare of $2.
When you make a reservation for a trip on East Bay Paratransit, you will be told the fare for your trip. You must pay your fare as soon as you get into the vehicle. You may pay in cash, with tickets, or with a combination of the two. If you are paying with cash, bring exact change because the drivers cannot make change.
Tickets are available in $4.00 or $1.00 denominations and come in books of ten.
ADA eligible riders, their personal care attendants, and their companions are allowed to use East Bay Paratransit. Both personal care attendants and companions must travel to and from the same locations as the eligible rider they are traveling with. You must make reservations for them when you make the reservation for yourself.
Companions pay the same fare as you to ride paratransit. Personal care attendants pay no fare when they ride with you.
Customer services staff are available on the telephone during all hours that East Bay Paratransit operates. They can help with things like an estimated arrival time for a ride that is running late. To register a commendation or a complaint, you can speak to an agent or leave a telephone message with the details.
To use East Bay Paratransit, you must apply through the Eligibility Certification Department and be found eligible for the service. The process includes both a paper application and an in-person interview. Only people who have a disability or a health condition that prevents them from using buses or BART trains are eligible to use the service. Please note that not all disabilities will make a person eligible for paratransit..
ADA paratransit is designed as a direct substitute for regular bus or BART service. Therefore, East Bay Paratransit service is only available near operating bus and train lines. Specifically, paratransit service is available within 3/4 of a mile of an AC Transit bus route or within 3/4 of a mile of a BART station during the same hours that buses and trains are running on those routes. Both the origin and destination of the paratransit trip must meet this standard. The East Bay Paratransit Customer Service Center will tell you if paratransit will be available for any particular trip you might want to make.
East Bay Paratransit serves the following cities:
- Milpitas (part)
- Pinole (part)
- San Leandro
- San Pablo
- Union City
- Castro Valley
- El Cerrito
- El Sobrante
You can also go to and from any of these cities to anywhere in San Francisco. You can go elsewhere in the Bay Area, beyond these cities by transferring to other ADA paratransit services.
Travel on East Bay Paratransit is by advance reservation only. No same day reservations are accepted. Reservations are made on the phone to the East Bay Paratransit Customer Service Center. Reservation calls are accepted from 8:00 a.m. to 5:00 p.m. every day, including weekends. You can make a reservation as early as seven days in advance.Either you or your caregiver can call to make a reservation for you. Your reservation request will be entered into our reservation system where your trip will be assigned to a vehicle. Assignment to a particular vehicle is at East Bay Paratransit’s discretion. You have the option of requesting a reservation based EITHER on the pick-up time you want, OR on the time you want to be dropped off at your destination.
East Bay Paratransit is a “shared-ride” service. This means that other riders with different destinations will be picked up and dropped off along the way and the routing is not necessarily linear. Your trip may take longer than if you took a taxi or drove yourself. Your ride may take a similar amount of time as the same trip would take on an AC Transit bus, including transfers and wait times.