Reasonable modification policy
Concord Coach Lines operates its programs and services in compliance with Transportation for Individuals with Disabilities; Reasonable Modification of Policies and Practices (49 CFR Parts 27 and 37) to ensure that people with disabilities have equal access to our services. Any person who believes they 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 Concord Coach Line’s services for their intended purpose.
Whenever feasible, Concord Coach Lines 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 the request. Operating personnel may consult with Concord Coach Line’s management before making a determination to grant or deny the request.
Requests may be made in advance by contacting Heidi Webb, Director of Passenger Relations by phone at 603-228-3535, or using TTY services; by email at firstname.lastname@example.org; or in writing at 7 Langdon Street, Concord, NH, 03301. You will be asked to provide your name, telephone number (or other contact information), the day 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.
Any person who believes that she or he has been discriminated against on the basis of their disability may file a complaint. Complaints shall be submitted to Heidi Webb. Director of Passenger Relations in writing at 7 Langdon Street, Concord, NH 03301, by phone at 603-228-3535, or by email at email@example.com.
If information is needed in another format or language, please contact us at 603-228-3535.