- Customer Service
- Accessibility & Paratransit Service
Accessibility for Customers with Disabilities
Williamsburg Area Transit Authority (WATA) provides fully accessible buses on our fixed-routes for all of our customers. Our buses have the ability to kneel to the ground, making the first step easier and safer to use. Integrated wheelchair ramps are also available in the entryway to provide disabled passengers with a smooth transition into the bus and a flat floor to their seats. Up to two wheelchairs may be properly secured on board the bus for a safe ride.
Routes with Wheelchair LiftsWhile steps are required for entry into the Trolley and smaller Body-on-Chassis vehicles, these vehicles feature a wheelchair lift in the rear, providing a flat transition into the vehicles. Up to two wheelchairs may be properly secured on board each vehicle.
For customers that are unable to get to or from a bus stop or board or ride on our fully accessible fixed-route buses due to their disabilities, WATA provides ADA Complementary Paratransit service. ADA Complementary Paratransit service is an origin-to-destination shared-ride service. A fare is required for each ride and the service operates during the same hours as the fixed-route buses. Paratransit service is federally mandated through the American with Disabilities Act (ADA) of 1990.
To be eligible for Paratransit, customers must complete an application to be evaluated according to Americans with Disabilities Act (ADA) regulations. The evaluation will determine if the applicant is:
- Fully Qualified
- Partially Qualified
- Not Qualified
The One-Ride fare for WATA Paratransit is $3.00. Each trip is to be paid separately. Paratransit accepts exact fare or pre-purchased tickets only. Customers are expected to pay when boarding. Paratransit operators cannot make change and cannot accept credit cards and/or insurance.
Once certified, customers may use One Call at 757.920.5800 to schedule a ride. All rides for pre-certified individuals are scheduled on a first-come, first-served basis and must be requested at least one day in advance. Rides may include origins and destinations that are up to 3/4 mile from all our regular bus routes. The Paratransit service operates 7 days a week, during the same hours as our fixed-route bus routes.
The WATA Paratransit scheduling office is open Monday through Friday (except holidays) from 8:00 a.m. until 5:00 p.m. If you need to call on weekends or on a holiday to request a ride for the next day, you should use our phone answering system at 757.920.5800 to record your request. A representative will call you back as soon as possible to confirm your ride. Please be aware that your trip is not confirmed until someone notifies you that the trip was scheduled.
Application & Submission
Download our ADA Complementary Paratransit Services Application below, complete, and return the application form along with any necessary documentation to the WATA Customer Service Office located at:
Williamsburg Transportation Center
468 N. Boundary St.
Williamsburg, VA 23185
Paratransit Riders Guide & Policies
Submit Customer Feedback or Complaint
WATA & VIA Rider Application
How to Cancel a Ride
If you have scheduled a ride that you no longer need, please call 757-220-5493 as soon as you know or at least one business day in advance of your scheduled pick-up time.
If you need to cancel a trip on the day of your ride, please make every effort to call at least one hour before your scheduled pick-up time so that the driver can be notified in time to not make the trip unnecessarily and so that you, as the scheduled passenger, are not considered a “no-show." Early cancellations also allows other customers to use that time on the bus.
What to Do If Your Ride Is Late
To inquire about your ride, you must call 757-220-5493.
No-Show and Late Cancellation Policy
A “no-show” occurs when:
- After scheduling a trip, the customer no longer needs the ride and fails to call and cancel before the vehicle is en route to the pickup point.
- The vehicle arrives within the ready window, waits for five (5) minutes, but the customer is not available or ready to depart at the requested pickup location.
If a passenger misses a scheduled ride for any reason, please call the Customer Service Office to confirm they want to keep other trips on that day. The passenger must immediately call the Customer Service Office to reschedule any cancelled trips later in the day, otherwise the passenger may not receive the original times for other trips.
As a recipient of Federal financial assistance, Williamsburg Area Transit Authority (WATA) agrees to provide reasonable accommodations by making changes to policies, practices, and procedures if needed by an individual with a disability to enable him or her to participate in the recipient’s program or activity, unless providing such accommodations are an undue financial and administrative burden or constitute a fundamental alteration of the program or activity. To make a reasonable accommodation request, please call 757-220-5493.