El Paso - Los Angeles Limousine Express, Inc.

Customers with Disabilities

How may we assist you?

El Paso - Los Angeles Limousine Express, Inc. strives to provide a safe, pleasant and convenient experience for all customers. We are available to provide any requested assistance which is reasonable. The types of assistance most often requested can include boarding and de-boarding, luggage, transfers, storage and retrieval of wheeled mobility devices. This service can be provided during transfers, meal and/or rest stops and other times as reasonably requested. We are happy to assist you when possible whether you are traveling alone, using various wheeled mobility devices, or being accompanied by a service animal.

Keys to a Successful Trip

There are four important steps that will help us serve you better:

1. When booking your trip, notify company personnel if you require assistance and if you will be traveling in a wheeled mobility device. When booking your trip online, make sure to select option for a passenger traveling in a wheeled mobility device if that is the case.

2. To better serve you when requesting a wheelchair lift, it is recommended you call the terminal you plan to depart from at least 48 hours before your planned departure time.

3. Arrive on time for your selected schedule.

4. Inform company personnel of your needs during your trip.

Assistance in Boarding and De-Boarding

El Paso - Los Angeles Limousine Express, Inc. personnel are able to assist customers getting on and off the bus, with luggage, as well as the storage and retrieval of wheeled mobility devices. Please ask your driver and/or customer service agents at the terminal for assistance and remind the driver during your trip if you require assistance.

Storing and Handling Your Wheeled Mobility Device

Devices that cannot be safely stored inside the bus will need to be placed in the underneath luggage compartments if possible. Passengers will need to speak with company personnel before departure to receive a claim ticket if device is to be stored in the underneath luggage compartments. El Paso - Los Angeles Limousine Express, Inc. assumes no liability for damage to these devices. Please allow sufficient time for the storing of any mobility devices as this will prevent delays in departure.

Assistance at Stops

El Paso - Los Angeles Limousine Express, Inc. will gladly assist you with reasonable requests during a stop. You should remind the driver or customer service agent (if present) that you need assistance and the type of assistance you require. Assistance of a personal nature such as but not limited to help using the restroom, dispensing medication and/or constant care during travel cannot be provided by El Paso – Los Angeles Limousine Express, Inc. personnel.

Traveling With Your Service Animal

El Paso - Los Angeles Limousine Express, Inc., welcomes customers with disabilities to be accompanied by a Service Animal as defined by the American Disabilities Act (ADA).

As per the ADA, a Service Animal is a trained dog that assists a person with a disability. Emotional support animals (e.g. comfort animals or therapy animals) are not considered Service Animals under the ADA.  Emotional support animals, comfort animals or therapy animals are not on the same level as Service Animals and the law does not treat them the same. 

A Service Animal is the responsibility of its owner and must be under control of its owner at all times and under restraint via leash, harness or carrier. The Service Animal must ride within passenger’s allotted space (i.e. in the passenger’s leg area).  The Service Animal may not travel in the aisle or occupy a seat. El Paso - Los Angeles Limousine Express, Inc. reserves the right to refuse acceptance of a Service Animal displaying aggressive behavior.  If the Service Animal behaves in a way that poses a direct threat to the health or safety of others or causes a major disturbance to the environment (e.g. howling) during the trip, the Service Animal may be removed from the seating area and placed in the luggage compartment, if a kennel has been provided. If a kennel is needed and not available, the Service Animal will be turned over to the local animal control officials, as close to whichever location the kennel would be required. 

If the customer wishes to buy the seat next to him/her, the Service Animal must still ride in the legroom area of that seat.  Extra seat would be sold at the current child ticket price.

Oxygen / Respirators / Medication

Portable oxygen and respirators may accompany you on El Paso - Los Angeles Limousine Express, Inc. buses. Customers are responsible for ensuring that they have enough oxygen to complete their travel. Oxygen canisters stored in the luggage compartment must be in protective cases with safety caps on the valves and passenger must receive a claim ticket before departure for any stored canisters.

Always keep your medicine with you on the bus.El Paso - Los Angeles Limousine Express, Inc. is not responsible for lost medication.