FAQ

FREQUENTLY ASKED QUESTIONS

Name: Access Transportation Services
Address: 235 S Lexington Ave, White Plains, 10606
Telephone: 914-207-0799

Q: How to book a trip with Access Transportation?

A: There are multiple ways to book a trip with Access Transportation:

- ON THE PHONE

* Calling us at (914) 207-0799. Our team is ready to answer your call 24/7 and are ready to help you book your ride with Access Transportation. Agents are not allowed to take your credit card but can take your basic information to make a reservation. Reservations made with Agents are not confirmed until you receive a call from our office to attach a valid card to your booking, confirm it and send you a confirmation email.

* Calling our Office. Our Office is open during normal business hours and for emergency calls on weekends to confirm your trip or answer questions.

* Paid rides can also dial 914-207-0799 and choose option 0.

- ON THE WEBSITE

All Paid trips (Non-Medicaid) can be booked and paid for directly on our website www.accessme.us/reserve. If you have an account, simply click on the "Account" menu link, enter your credentials and the new trip or quote will be booked and kept under your profile. If you have a card on file, that card can be set to pay for your trip once we complete your ride.

If you do not have an account, simply create one. Also, all quotes or bookings will prompt you to log in or create an account before you leave the booking page.

- ON THE APP

Our application Access 123 is the most convenient way to book, track, manage and pay for your ride. You can set dates to view your past or future trips, set payment methods, track a driver as they get to your location, retrieve confirmed or requested trips and more. Simply download our app at www.accessme.us/app and pick your Google Version or your Apple IOS Version of our app.

Q. I made a reservation with the call center and would like to provide my credit/card to get my ride confirmed

A: Reservation made on the phone with our Agents are NOT confirmed. Requests submitted online or on the app are not confirmed. To confirm a trip, simply add a valid card to your booking and email or call the office to get a confirmation email. Emails received after a request is made are not confirmation emails, simply a summary of a booking request. We do not schedule your ride or dispatch a driver until a reservation has been confirmed with a credit card on file, NO EXCEPTIONS.

If your trip or booking request has already been made, an account has been automatically created for you. YOU DO NOT NEED TO CREATE A NEW ACCOUNT. Creating an account after a booking request has been submitted or a reservation has been made will be a duplicate and you will not see your trip under the new account. Simply ask the office to send you a password creation link that will have your trip or booking attached to it. You can use the link in that email to create a password and gain access to your information and your reservation.

Q: I booked a trip myself on the app or on the website then i created an account but i do not see neither the reservation nor my payment info on the account.

R: Again, do not create an account after a trip has been submitted. That account will be a duplicate and your reservation will not show under the new account. Simply ask the office to send you your username and a link to reset your password.

Q: How do i retrieve my booking?

A: On the website or on the app, simply log onto your Account and use the calendar to set your trip date to see your unconfirmed requests or your confirmed bookings.

Q: I am not comfortable giving my credit card on the phone or putting it into the website or the app. Is there another way i can pay myself for the ride?

A: Yes. You can make your own payment with a Credit/Debit Card through Paypal to pay for your trip. Simply your our Payment link in the menu and use your Paypal account to enter the fare and pay for the ride, then call or email the office to make sure your payment was received and applied to your booking. Self Payments and tips payments are not available on the app, please use the desktop or mobile version of the website www.accessme.us/payment

Q: I was told gratuities are included in the fare, should i also tip the driver?

A: We broke down our fare into flat rate, gratuities and taxes in one trip fare but it is up to you to tip the driver if you like that they showed on time, had good conversation with you or went the extra mile to serve you. You can tip a driver either in cash or ask the office to add your tip to the card. You can also use our Payment page to pay tips to the driver, simply add "Driver Tip" in the note. We take automatic gratuities in advance as part of our fare but we cannot force clients to tip up in advance.

Q. I received an email right after i made a booking. Was that a confirmation?

A: An automatic email is sent after each trip request to summarize to give you a quote and to show you the information you put into the system. THIS EMAIL IS NOT A CONFIRMATION. Confirmations are made once a card has been added to your booking and the office has emailed a confirmation.

Q. I cancelled my reservation the day before my trip but i have a credit card on file. Will i be charged?

A: We do not charge the rides that have not taken place. We only charge the card on file after a successful trip has been complete, to avoid having to refund our customers.

Q. Does my fare include tolls, tips, tax, fuel surcharge and other fees?

A: Our fare includes all tools, taxes and gratuities but do not include driver tips. If you like the service, you can tip the driver directly. The office does not oversee tipping and we do not share tips. All tips go the drivers.

Q. I have a last minute trip request to make but the Call Center informed me that it was too last minute.

A: We make sure to pick up every client on time and every time. To accomplish this we make sure that trips are requested at least the day before, allowing us enough time to confirm it the ride and find the most appropriate driver for your. Our Reservation Agents are open 24/7 but the office is open during normal business hours.

Q: Does your company serve trips to the City, to other states and are you a taxi company?

A: We do not do point-to-point rides in the same city because we are not a taxi company. We are a County Licensed Livery company and because of that, we only serve trips that begin and end in different cities, villages, town. We are also licensed for any trip that begin and end in Westchester County and surrounding counties and all airports in the Tri-State area.

Q: I heard of Access Transportation before but it was not in Westchester County.

R: Many companies have a similar name and clients in other areas appear to confuse Access Transportation Services with other companies. We are Access Transportation Services and we are located in Westchester County, New York. We do not serve local trips in New York City (Queens, Brooklyn, Staten Islands, Long Islands etc).

Q: I have specific questions but the Call Center could not answer them. Where do i get answers?

A: The remote Agents are not specific to our companies and will not have all the answers. If you have specific questions, simply call our Office during business hours and email us at 1accessusa@gmail.com.

Q: What type of Vehicle do you use?

A: We mostly use SUVs even for riders who book a sedan. When SUVs are all booked then we use sedans for your ride.

Screenshots from the mobile app

MY ACCOUNT