All federally funded public transportation entities are subject to provide reasonable modifications to policies, practices, and procedures if needed by an individual with a disability to enable him or her to use TheBus /TheHandi-Van, unless providing such accommodations: would fundamentally alter the service; would create a direct threat to the health or safety of others; or, without the requested modification, the individual with a disability is able to fully use the service for its intended purpose.

TheBus TheHandi-Van
TheBus Online Request Form HV Online Request Form
TheBus Customer Service
811 Middle Street
Honolulu, Hawaii 96819
(808) 848-5555, press 3
TheHandi-Van Customer Service
611 Middle Street
Honolulu, Hawaii 96819
(808)456-5555, press 3
Customer Service Office Hours: Monday – Friday, 7:30 am – 4:00 pm, except Holidays.


If a customer is not satisfied with the Reasonable Modification / Accommodation request process, a complaint may be filed at:

Oahu Transit Services, Inc.
ADA Compliance Officer
811 Middle Street
Honolulu, Hawaii 96819
(808) 848-4585

Customers that have had their requests denied by OTS for Reasonable Modification / Accommodation have the right to appeal the decision with the City Department of Transportation Services. A request for appeal must be filed with the Department of Transportation Services within 60 days from the receipt of the denial notification. The customer may mail their letter of appeal and direct inquiries about the appeal process to:

Department of Transportation Services
City & County of Honolulu
Frank F. Fasi Municipal Building
650 South King Street, Third Floor
Honolulu, Hawai’i 96813-3017

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