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ADA Transportation Info

Eligibility for ADA Transportation

Eligibility depends on functional limitations of the individual and routes traveled. Depending on the disability and whether or not using the bus system can be learned (participation in travel training), eligibility may be permanent or temporary. The ADA specifies three criteria to be eligible:

  • Criteria 1: Any person with a temporary or permanent, physician-verified disability who can use an accessible vehicle, but cannot make desired trip because the bus service is not accessible. (Note: All buses are wheelchair lift equipped.)
  • Criteria 2: Because of a disability, any person not able to independently board, ride, and/or disembark from an accessible vehicle. This includes having a disability that prevents a person from doing things such as identifying a bus, following or understanding directions, waiting at a bus stop, moving from one bus to another, or recognizing a destination.
  • Criteria 3: Travel must begin and end within the Escambia County bus service area. Travel origins and destinations outside this area are not eligible.

Becoming Certified for ADA Transportation

ADA Transportation eligibility is determined by a certification process. Escambia County Area Transit (ECAT) coordinates with Escambia County Community Transportation to process ADA Transportation certification and re-certifications. To apply for ADA certification, fill out an ADA Application Form. This form must be completed with the Medical Verification portion signed by a licensed physician. After this form complete, call Escambia County Community Transportation 850-595-0501 to schedule an interview. The interview will take one to one-and-a half hours. You need to bring all forms to your interview. The application will be reviewed and the interviewer will discuss your travel ability and limitations. You will have a photo taken for an ID. ECAT will provide one round trip of ADA Transportation at no charge for the interview. You will be notified of your eligibility within 21 days after your interview. You will be mailed written notification of your eligibility, along with your identification card. After notification and if eligible, trips cannot be scheduled for 48 hours. ECAT, not Escambia County Community Transportation, makes the final determination of eligibility in all cases.

If You are Deemed Not Eligible for ADA Transportation

You may appeal any decision that declares you ineligible. Instructions for filing an appeal will be included in your notification letter. All appeals are made directly to ECAT, 850-595-3228. You will also receive information about personal travel instruction.

You may also call Escambia County Commmunity Transportation at 850-595-0501 to see if you are eligible for Transportation Disadvantaged (TD) services.

Accessibility of the ECAT Fixed-Route Service

ADA Transportation service is available in Escambia County within 3/4 mile of fixed-route service. The ECAT fixed-route service fleet is accessible to all persons with disabilities. All bus operators are trained to assist in using a lift and securing a wheelchair.

In addition, all bus operators are trained to announce major stops and transfer points to ensure you do not miss your destination. Bus operators can also assist in determining the bus stop most convenient for reaching a destination.

Fares on the Fixed-Route System

ADA Transportation certified individuals having an ADA identification card can ride at no charge on fixed-route buses with a valid ADA Certified ID card  Riding ECAT fixed-route buses does not affect eligibility for ADA Transportation service.

Personal Care Assistants (PCA) ride at no charge if the rider’s ADA ID card states the rider requires a PCA.

ECAT Bus Service Information for ADA Transportation Eligible Citizens

ECAT offers unlimited free rides on ECAT’s fixed-route buses to all ADA Transportation-certified citizens with a valid ADA Certified ID card.

ECAT offers free instruction on how to read bus routes and schedules. Free bus feature demonstrations are also available. We will even assist with trip planning.

For more information call ECAT at 595-3228.

Personal Travel Instruction

ECAT provides mobility and travel training for interested individuals and groups. This training includes a bus feature demonstration and the opportunity for new riders to have hands on experience. Training will also include instruction on how to read ECAT bus routes and schedules. If you would like more information or wish to schedule mobility and travel training, call the ECAT Administrative Office at 850-595-3228.

ADA Transportation Fares and Guidelines

  • The fare is $3.50 per trip. An ADA ID card must be presented on each trip.
  • A personal care attendant (PCA) may travel free with a certified rider.
  • A working service animal may accompany you at all times
  • Other companions pay the full $3.50 fare. Space is provided for one companion to travel with you. If space permits, more than one companion may travel with you. Please mention that a companion is traveling with you when reserving a trip.
  • Packages carried on board by the rider and safely stored on their lap or between their feet are allowed.

The “No-Show” Policy (updated 07/01/16)

Space on ADA Transportation is limited and the service is costly to provide. “No Shows” occur when the rider is not ready or refuses their ride when the driver arrives. Escambia County Area Transit (ECAT) understands that because ADA Transportation/ Complementary Paratransit Service requires trips to be scheduled in advance, riders may sometimes miss scheduled rides or forget to cancel rides they no longer need. ECAT also understands that riders may sometimes miss scheduled trips or be unable to cancel trips in a timely way for reasons that are beyond their control. However, repeatedly missing scheduled trips or failing to cancel trips in a timely way can lead to suspension of service. The following information explains ECAT’s No-Show Policy for ADA Transportation/ Complementary Paratransit Service.

A No-show is when ALL of the following criteria are met:

  • There has been no call by the customer (or the customer’s representative) to cancel the scheduled trip 2 hours or more before the pick-up window.
  • The vehicle arrives at the scheduled pick-up location within the 20-minute pick-up window.
  • The driver cannot reasonably see the customer approaching the vehicle within 5 minutes.
  • The dispatch office is notified. At this time, dispatch will verify that the  operator is at the correct location.

Late cancellations and cancellations at the door, as defined below, will also be treated as No-shows.

Pickup Window

The pickup window is defined as from 15 minutes before the scheduled pickup time to 15 minutes after the scheduled pickup time. Riders must be ready to board a vehicle that arrives within the pickup window. The driver will wait for a maximum of 5 minutes within the pickup window for the rider to appear.

Policy for Handling Subsequent Trips Following No-shows

When a rider is a no-show for one trip, all subsequent trips on that day remain on the schedule unless the rider specifically cancels the trips. To avoid multiple no-shows on the same day, riders are strongly encouraged to cancel any subsequent trips they no longer need that day.

No-show Notifications

Customers will be notified of No-shows in writing, and will receive a warning after five No-shows. Customers will receive a No-show notice postcard in the mail. Customers may also be contacted by email or phone. Communications will list the total number of No-shows and the percent of No-shows in reference to the total number of trips booked in the period. Specific dates, times and locations of each No-show in the period will be provided in writing upon customer request.

(A complete No-Show Policy will be mailed to you with more information, if requested.)

How to Schedule an ADA Transportation Trip

Our goal is to provide our riders with prompt, safe, efficient, and friendly service. The following are ways you can help us serve you better.

  • To schedule a trip, call Escambia County Community Transportation, 850-595-0501 between 8:00 a.m. to 5:00 p.m., Monday through Friday. Identify yourself as ADA certified to receive the $3.50 fare.
  • The reservationist will give you a time to be ready for pick up. Your ride should arrive within 30 minutes of this time.
  • Reservations may be made up to two weeks in advance and/or at least one day prior to service being requested.
  • Be sure to include any Personal Care Attendants (PCAs) or companions accompanying you on your trip.
  • Because this is a shared ride service, when scheduling your pick up times, please allow time spent dropping off and picking up other riders.
  • Drivers are limited to a five minute waiting period for passengers.
  • Be prepared for delays due to traffic, road construction, or bad weather.
  • To avoid arriving late for your appointments, during peak hours, please schedule your pick up and return trips between the hours of 8:30 a.m. and 1:30 p.m.
  • To ensure the vehicle is on time, drivers are prohibited from making unscheduled stops.
  • Be sure the reservationist repeats your trip information. Listen for accuracy. Ask for a confirmation number.
  • If you will be accompanied by an escort, please notify the reservationist.

Reservation Information

When you call, please have the following information ready for the reservationist:

  • Your name
  • Social Security number
  • Date of birth
  • Phone number
  • Complete pick up address (include apartment, lot, or building number).
  • Complete destination address (include suite and building number) along with name of business or doctor’s name.
  • Notify us of any special needs you have (vision, hearing, mobility, cognitive, etc.).
  • Rides cannot be scheduled after 5:00 p.m. for service on the next day.

How to cancel an ADA Transportation Trip

Cancellations must be made in time to inform the driver before he/she is en route to your location. Call two hours before your pick up time. Call the Escambia County Community Transportation office at 850-595-0501. After hours, a recording will explain cancellation procedures.

How can we accommodate you?

  • Ambulatory: Drivers will assist you door to door.
  • Vehicles are lift equipped to accommodate wheelchairs.
  • Riders unable to climb steps may board on the wheelchair lift if handrails are   present. It is important that we are notified if a wheelchair is oversized, electric, or has any special features that should be addressed.
    • Scooters are allowed. We encourage riders to transfer to the vehicle seat for their safety.
    • Guide dogs and service animals may accompany disabled passengers.
    • Portable oxygen and other life support systems are permitted, but must be self-administered and capable of being safely secured on board the vehicle.


Pick Up Times: You will be given a time to be ready for pick up. Your ride should arrive within 30 minutes of this time.

What if my vehicle is late? If your vehicle is late call 850-595-0501. We will check on the arrival time status.

What about carry-on packages? Packages can be carried on board by the rider. Packages must be safely stored on their lap or between their feet.

What about child restraints? Be sure to notify us when you schedule a ride that a child safety seat is needed. Parents of infants must provide infant carriers/seats.

What about escorts? Anyone requiring special assistance is allowed to have an escort accompany them. Children under 16 and adults who are at risk to travel alone must be accompanied by an escort. Mandatory escorts must be at least 15 years old.


  • All riders are to follow rules of safety and courtesy.
  • Remain seated until the vehicle comes to a stop.
  • Keep seat belts securely fastened until your driver says it is safe to unbuckle them.
  • Report all safety hazards to the driver.
  • No grooming or dressing in the vehicle.
  • Do not leave your trash behind.
  • Violent, disruptive, or illegal conduct will not be tolerated.


Drivers are trained in passenger assistance, sensitivity training, and defensive driving. They are tested for drug and alcohol use and must pass criminal background and motor vehicle records check.

Drivers should:

  • Be polite, courteous, neatly dressed, and wear photo identification.
  • Render assistance as requested or needed.
  • Go to the door and announce their arrival for pick up.

Drivers are not allowed to:

  • Enter homes or facilities.
  • Accept gratuities (tips or gifts).
  • Lift wheelchairs up or down more than one step.
  • Socialize with the riders.
  • Take cancellations or trip requests.
  • If a dog is present and not chained or secured, enter a yard.
  • Handle oxygen. The client or caregiver will be responsible for securing the oxygen tank before a vehicle may depart.

Escambia County Community Transportation

Escambia County Community Transportation has been contracted by Escambia County to provide ADA Transportation and certification.

Address: 315 South A Street, Pensacola, FL 32502

Phone: (850) 595-0501
FAX: (850) 595-0502

Florida Relay System Voice: 1-800-955-8770
TTY: 1-800-955-8771

Transportation Disadvantaged (TD) Hotline: 1-844-595-0501

Important Telephone Numbers:

  • For fixed-route service or travel training, call ECAT at 595-3228.
  • For ADA Transportation Certification, call Escambia County Community Transportation at 850-595-0501.
  • To Schedule or Cancel an ADA Transportation Trip Reservation, call Escambia County Community Transportation at 850-595-0501.

CLICK HERE for the Full ADA Handbook

CLICK HERE For ECCT ADA Paratransit Services

CLICK HERE for an ADA Application Form

CLICK HERE for ADA Transportation Grievance Policy

e.g. 3685 Muldoon Rd Pensacola, FL 32526
e.g. Cordova Mall
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