Ben Franklin Transit is proud to serve everyone in our community, regardless of ability.

Ben Franklin Transit is committed to ensuring accessible information and specific documents for people with disabilities. We are continually improving the user experience and applying the relevant accessibility standards.  Please contact customer service at 509-735-5100 with document requests or comments about accessible materials or formats.

All of our buses are equipped with wheelchair lifts and the larger coaches have a 'kneeling" feature at the front steps. All drivers are trained in the proper operation of the lift. Under normal operating circumstances, you are expected to wheel yourself onto the lift, without assistance from the driver.

Reasonable Modification for ADA

Ben Franklin Transit will make all reasonable modifications to policies and programs to ensure that people with disabilities have an equal opportunity to enjoy all agency programs, services, and activities. Exceptions would include modifications that:

  • Would fundamentally alter the program,
  • Would create a direct threat of significant risk to the health or safety of others,
  • Are not necessary to enable an individual to receive the service.

All requests for reasonable modifications and/or comments may be submitted by email, phone 509.735.5100, or mail to Ben Franklin Transit, ADA Compliance Coordinator, 1000 Columbia Park Trail Richland, WA 99352.

Reasonable Modification Policy

Reasonable Modification Request Form


Ben Franklin Transit takes all complaints seriously in order to comply with all ADA laws and policies. If you have a complaint about our accessibility, please fill out the following form and turn it in to one of our Customer Service Office. 

ADA Complaint Form

ADA Complaint Form (Spanish) 


The lifts on Ben Franklin Transit buses and vans are able to accommodate any standard wheelchair which is defined under ADA, and does not exceed 600 pounds including the person. It is requested that you allow the driver to properly restrain your wheelchair and yourself if it is possible to do so. If it is not possible to properly restrain your wheelchair and yourself, you may ride, but it will be at your own risk. Call Customer Service for more information about accessible equipment.


Ben Franklin Transit also offers curb-to-curb transportation called Dial-A-Ride service. Dial-A-Ride is a public service that provides specialized transportation compatible with Ben Franklin Transit's fixed-route bus service. It is a pre-scheduled service designed for people who are unable to get to the nearest bus stop or use a fixed-route bus. Based on the review of an application for Dial-A-Ride service, you may receive curb-to-curb service, curb to fixed-route service or fixed route service only (with training).

For more information about Dial-A-Ride or if you have an American with Disabilities Act Grievance, please call 509.735.5100.