Contact Us - Frequently Asked Questions

Skip navigation Reduce Motion High Contrast Careers Contact Us
Skip to main content
  • Frequently Asked Questions

    • How do I get bus information?

      Bus route information can be obtained via the Bus Book, OCTA website, or by calling the Customer Information Center. For local and regional information, click here. Your Trip Planner will ask for your starting point and destination, and provide you with a trip itinerary. 

      If you would like more specific information about an individual bus route, Bus Books are available for sale on OCTA buses or at the OCTA Store for $1.  Or, get your information free using eBusbook.  Click here, or click on the “Bus” tab at the top of the page, then select the “eBusbook” link on the left hand navigation.

      Bilingual representatives are available to assist you with your trip planning, 7 days a week, 365 days a year. You can reach a representative by calling 714.636.RIDE, press 1 and then 1 again. The Customer Information Center is open Monday-Friday 7AM - 7PM, Saturday and Sunday 8AM - 6PM and Holidays 8AM - 5PM. 

    • What do I need to know when riding the bus?
      • Arrive at the bus stop at least 10 minutes early. Be standing at the stop and ready to board when the bus arrives.
      • Have exact fare ready. Fareboxes accept coins (no pennies) and dollar bills but do not make change. You may also show your monthly pass or day pass which are easier to use and save you money. Show proper identification if using a Senior & Disabled Pass each time you board a bus.
      • Board the bus through the front doors.
      • Please keep front seats available for disabled and senior patrons.
      • As your stop approaches, ring the chime or pull the signal cord located along the inside windows. This signals the driver to stop at the next designated bus stop.
      • Exit through the rear door. Hold onto the yellow tapes to ensure that the doors stay open. Please allow small children to exit first.
      • Please be aware of the following while on the bus:
        ==No smoking on the bus.
        ==No eating or drinking on the bus.
        ==Service animals are allowed to accompany persons with disabilities.
        ==All radios, cassettes and compact disc players must be used with earphones.
    • How do I know when there are changes to a route, bus stop, schedule, etc.
      Changes to bus routes are posted directly at affected stops along the routes. Information regarding stops which are being changed or discontinued, as well as detour information, is also posted at bus stops. Schedule changes and other information important for the public are printed on Riders' Alerts. These Alerts, in English and Spanish, are printed on brightly colored paper, usually yellow, and inserted in holders inside buses. You can click to sign up for OCTA's Text Alert program to be notified of detour information on your smart phone. This information can also be obtained by calling our Riders' Alert hotline at 714.636.RIDE, press 1 and then 2. This information is updated weekly. Riders' Alert information can also be found on OCTA's website.
    • To plan a trip, access Your Trip from our website using the following steps:

      1. Go to our home page, and click on the "Plan Your Trip" button near the middle of the page, next to "Where do you want to go?" 

      2. Or visit the online trip planner. "Plan My Trip" will ask for your starting point and destination, and then will provide you with a trip itinerary. If you would like more specific information about an individual route, this information can be accessed by visiting our eBusbook section, or by taking the following steps:

      • Go to our home page,
      • Move your mouse over “Bus” link.
      • Select "Routes and Schedules".
      • Select eBusbook.
      • Click on the icon in the “Download Route” column.
      • If a change has been made to a route, it will be posted to our Riders' Alert Page.

      You can download or print a timetable, or choose to look at a schedule for a connecting route. If you need further information about routes and schedules, please call our Customer Information Center at 714.636.RIDE, extension 1. The Customer Information Center is open weekdays 7 AM-7 PM, weekends 8 AM-6 PM and major holidays, 8 AM-5 PM

    • What is the procedure for boarding my bike on the bus and being sure I get my bike off the bus when I disembark?
      Have your bike ready to go when the bus approaches. Be certain you have already removed water bottles, air pumps, and other loose items that might fall off. 

      Let the bus driver know you are going to put your bike on the rack. Then load your bike onto the rack. When you board the bus, let the driver know where you will be exiting. 

      For your safety and convenience, exit the bus through the front door and tell the coach operator that you will be removing your bike from the bike rack. If your bike is the only one on the rack when you remove it, please put the bike rack in the upright position. You only need one hand to fold or unfold the bike rack.
    • Will all sizes of wheelchairs fit on all OCTA buses?
      The Americans with Disabilities Act (ADA) established guidelines for the size and weight of mobility devices which can be transported on public transit vehicles. ADA guidelines define a "common wheelchair," which OCTA buses are able to carry, as a device no larger than 30 inches wide and 48 inches long when measured two inches above the ground. OCTA cannot transport devices which exceed these guidelines.  OCTA cannot transport wheelchair and occupant that exceed 600 pounds, combined.  Bus lifts are not designed to hold additional weight.  Additionally, physical problems could be sustained by coach operators accommodating devices in excess of the guidelines.
    • Why do I need to show proof of age/disability to a coach operator every time I board the bus when it is obvious that I am elderly or disabled?
      When OCTA initiated the sale of day passes on buses in 1999, a policy was established to ensure that only those individuals entitled to receive a reduced fare actually paid the reduced fare amount. All individuals, regardless of physical appearance, must present proof of their disability/age when requesting reduced fare. This policy ensures all customers are treated equally and it is not left up to the coach operator to determine if a customer is elderly or disabled.
    • Why won't a coach operator force someone to move from the reserved seating in the front of the bus when someone who is disabled needs that seat?
      Under the Americans with Disabilities Act (ADA), coach operators must "request" that a passenger move from the front seats designated for the disabled, but may not "force" the passenger to do so. If you are elderly or disabled and need to sit in the front seats, and those seats are occupied, please talk to the coach operator who will then request the occupants of those seats move to other seats. Keep in mind that the individual(s) already occupying those seats may be elderly or disabled as well.
    • How do I get an item back that I left on the bus?
      Please check with Lost and Found the following business day after 2:00PM to see if your item has been turned in. The phone number for Lost and Found is (714) 560-5934. You will need to provide a detailed description of the item that was lost, when it was lost, the bus route number, direction you were traveling and time you boarded the bus. Lost and Found is open Monday, Tuesday, Wednesday and Friday from 7AM to 5PM and Thursday from 7AM to 7PM.
    • I was across the street and the bus pulled away before I was able to get to the stop. Shouldn't the driver have waited for me?
      OCTA stresses the importance of customers being at bus stops, ready to board the bus before it arrives. This way, the coach operator can remain on schedule, and customers will be delivered to their destinations on time. There are several reasons why a driver may not wait for a customer before leaving a bus stop. Oftentimes, the operator is not aware that a person on the other side of the street wishes to board his/her bus. Additionally, there is a safety issue involved in customers running across streets to catch a bus.
    • What happens to my suggestion for expanding bus service/adding additional service/new service?
      The suggestions are forwarded to OCTA’s Planning Department for review. Service changes occur two to four times per year, and are dependent upon multiple variables including budget, revisions needed, customer requests and available resources.
    • If I call to compliment a coach operator, will the coach operator be informed of my compliment?
      If you call, write or email us or complete the online customer comment form concerning a positive experience you have had with a coach operator, that operator will be acknowledged by the Supervisor at his/her bus division for providing excellent customer service.
    • What happens when I make a complaint against a coach operator?
      Your complaint is recorded in our database for record-keeping purposes. Each complaint is forwarded to the appropriate staff to review, investigate, and take necessary action. All complaints are monitored and reviewed by OCTA management.
    • Why do I have to give my name, address and phone number when I make a complaint or suggestion to Customer Relations?
      During the review or investigation we may need additional information or clarification from you.
    • Who can I call to place an advertisement on the exterior and/or interior of an OCTA bus?
      You can call OCTA's vendor, Outfront Media, regarding placement of advertisements on our buses. Just ask for an Orange County representative at (323) 276-7221. If you are interested in placing an advertisement on a bus shelter, you will need to call the city government where the bus shelter is located. Each city manages its own bus shelter advertisement program.
Get Connected