Reasonable Modification Request

Advance Requests

When making a request, please thoroughly describe what is modification/needed in order for you to use the service and the reason this assistance is necessary.  

Whenever feasible, a request for modification to JTA’s service should be made in advance before JTA is expected to provide the service. JTA will review your request and will make every effort to communicate in advance whether or not the requested modification can be made.

Requests may be made through the following means:

  • For Paratransit, call the Customer Service Comment Line at (904) 265-8928.
  • For Fixed-Route (bus, ferry, community shuttle and Skyway), call (904) 630-3100 and follow the menu to choose the appropriate selection.
  • For more information regarding the service, call Florida Relay at (800) 955-8771 for TDD access.

If the modification is not made, JTA will provide the reason for the modification request denial.

Modification requests may be denied on the following grounds:

  • It would fundamentally alter the nature of JTA’s service, programs or activities
  • It could create a direct threat to the health or safety of the requestor or others
  • It would create an undue financial or administrative burden for JTA
  • Or the individual with a disability is fully able use JTA’s services, programs or activities without the modification

How to Submit a Reasonable Modification Request

Complete the ADA Reasonable Modification Request Form to request a modification of JTA's services. Submit your completed form by either:

  • Email: reasmodreq@jtafla.com -or-
  • Mail: 100 N. Myrtle Avenue, Building 2, Jacksonville, Florida 32204

Same Day Requests

When a request for modification is not feasible or determined in advance, you may make a request on the same day, at the time of, or during service.  

  • Make your modification request to customer service or the bus/shuttle operator
  • Describe in detail the modification request and the reason for modification. 

Operators may grant a modification request if it is reasonable and meets the requirements of JTA’s policy. If an operator is unsure if the request may be granted or declined, the operator is required to consult with dispatch or a direct supervisor.  

Modification requests may be denied on the following grounds:

  • It would fundamentally alter the nature of JTA’s service, programs or activities
  • It could create a direct threat to the health or safety of the requestor or others
  • It would create an undue financial or administrative burden for the JTA
  • Or the individual with a disability is fully able use JTA’s services, programs or activities without the modification

Operator availability may be very limited when providing service and if the request would require extended consideration, we may not be able to grant your request immediately. You may be encouraged to submit a written request for further consideration in future trips.

JTA’s ability to grant the requested modifications may vary by route, day of travel, time of day or other circumstances. For example, while a modification request may be able to be granted in one instance, that same request may be denied under other circumstances.

In the case of a denial of a request, JTA will take, to the maximum extent possible and in compliance with its policies, any other appropriate actions to ensure you receive service.

Filing a Complaint 

ADA Complaint Process 

  • Complete the ADA Complaint Form
  • Mail to the ADA Coordinator (details below)

All complaints will be handled in accordance with JTA’s Title VI and Discrimination Complaint Process. JTA will make every effort to make a prompt and equitable resolution of every complaint. JTA’s response will be in writing and will include the decision and the reason(s) therefore.

ADA Coordinator Contact

Ken Middleton
Mailing Address:
ATTENTION: ADA Coordinator
121 W. Forsyth Street, Suite 200
Jacksonville, FL 32202
Phone: (904) 630-3181
Email: kmiddleton@jtafla.com