Accessible Bus Service Requests: Intake and Records

When a passenger asks for an accessible over-the-road bus or equivalent service, capture the request and the response in a controlled record. This guide is for operators whose service falls under the over-the-road-bus rules in 49 CFR 37.213; it is not a general reservation form for every bus or limousine.

What to capture

Record the operator and passenger contact information through an approved private channel, the requested trip dates and times, when the request came in, where accessible service is needed, and whether an accessible bus or equivalent service was provided. If it was not provided, document the actual reason and escalate it to the person responsible for accessibility. The rule text says one passenger request covers all legs of the requested trip; do not make a rider repeat a round-trip or connecting-trip request.

Check the current collection and reporting instructions

The text of 49 CFR 37.213 describes a service-request form, a copy to the passenger, record retention, and annual summaries for certain operators. FMCSA’s September 2025 enforcement manual also noted expired Paperwork Reduction Act approvals for parts of these information-collection requirements. Confirm the current agency instructions and your operator category before treating an old form, mailing address, deadline, or annual submission as current. See FMCSA’s over-the-road-bus ADA overview and our annual-summary guide for the separate reporting question.

Need help organizing related records? Start with LBC Fleet’s compliance-services directory. That directory is not a passenger request portal and does not decide whether a particular service met ADA requirements.

This page is a records guide, not an accessible-service booking channel or a current government form. Do not enter passenger details into a public contact form.