Reasonable Modification Policy
Boston Express operates its programs and services in compliance with Transportation for Individuals with Disabilities; Reasonable Modification of Policies and Practices (49 CRFR Parts 27 and 37) to ensure that people with disabilities have equal access to our services. Any person who believes they may have been aggrieved by any unlawful discriminatory practice under this act may file a complaint.
We provide reasonable modification of policy and practice upon request to ensure that our transportation services are accessible to people with disabilities.
We will make reasonable modifications unless doing so:
Would fundamentally alter the nature of the service; or
Would result in a direct threat to the health or safety of others; or
Without the requested modification, the individual with a disability is unable to fully use Boston Express’ services for their intended purpose.
Whenever feasible, Boston Express requests that individuals make such requests for modifications in advance if it is possible to do so. Where a request for modification cannot practicably be made and determined in advance (e.g., because of a condition or barrier at the destination of a fixed route trip of which the individual with a disability was unaware until arriving), operating personnel shall make a determination of whether the modification should be provided at the time of request.
Operating personnel may consult with Boston Express’ management before making a determination to grant or deny the request. Requests may be made in advance by contacting:
Boston Express General Manager at (603) 845-1999, or using TTY services (TTY Relay: 711 or 1-800-735-2964); by email at email@example.com; or in writing at 4 Symmes Dr, Londonderry NH 03053.
You will be asked to provide your name, telephone number (or other contact information), the date and time of travel, the bus stop(s) you will need assistance with and to describe what you will need in order to use the service. We will contact you via telephone or email for additional information. A decision will be made within two (2) business days of your request. You will be notified of our decision by telephone, email or in writing within one (1) business day of our decision.
If you feel you have been wrongly denied, you may file a complaint. Boston Express has up to 30 days to investigate the complaint. If it is determined that more information is needed to resolve the case, Boston Express may contact the complainant. The complainant has 30 days from the date of the contact letter to send the requested information to the investigator assigned to the case.
Any person who believes that he/she has been discriminated against on the basis of their disability should submit the complaint to:
4 Symmes Drive
Londonderry NH 03053
By phone at 603-845-1999 or email at firstname.lastname@example.org
For more information about Boston Express’ services, visit www.bostonexpressbus.com. If information is needed in another format or language, please contact us at 603-845-1999.