It is frustrating when systems that are designed to make life more accessible fail because of a human choice. Cassidy Huff, an actress and disability rights activist, recently shared her account of attempting to board an LA DASH bus to reach the Griffith Observatory in Los Angeles. The video, shared across YouTube, Instagram, and TikTok, has garnered nearly 2 million views. In it, Cassidy claimed, “So, I was discriminated against yesterday.”
Cassidy noted that she and her boyfriend, Kaz, waited for the bus alongside other passengers. When the bus arrived, Kaz approached the driver to request the ramp. He was allegedly told, “Oh, it’s going to take the next bus.” Cassidy stated that she sent Kaz back to the driver. They asked for a specific reason why she was being excluded while other passengers were allowed to board. According to Cassidy, the driver replied, “Because I said so,” and drove away.
Reflecting on the incident from her car, Cassidy noted, “What I find really ironic is there are a bunch of stickers all over the bus that say disabled people actually take priority over non-disabled people without mobility aids. I guess the reason I wasn’t allowed to get on that bus is because he didn’t want to get up and move people out of the way, and put the ramp down, and then strap me and my chair into the bus so that I didn’t fly around.”
Amber, from the city’s customer service, was quick to respond
According to the official accessibility policy of LADOT Transit, all DASH services are equipped with wheelchair lifts or ramps to accommodate passengers with disabilities. Furthermore, LADOT states that in accordance with the Americans with Disabilities Act, they are “committed to ensuring that no person is denied access to its services, programs, or activities on the basis of their disabilities.”
It explicitly includes the use of wheelchair-accessible ramps or lifts on all buses. The disability act in the UK also advocates for accessibility. It was something another activist had to cite when her wedding venue refused to open the only path without stairs for her wedding. So, in retaliation, they allegedly sabotaged her path up the aisle. In a completely different experience, a TikToker shared that her father’s rough disregard for her limitations was how she learned to swim.
Many commenters on TikTok speculated that the bus might have been full. Others, however, pointed out that disabled passengers take priority, especially since there are designated spots for mobility aids. As one user noted in the comments, “The only acceptable reason I can see as not being allowed on is if the accessible sections are being utilized by other mobility aids users and there isn’t room… but if that was the case, the driver should have just said so.”
Cassidy stated that she reported the incident to the city, and claimed that she got a response within four hours. She stated that a representative named Amber at the LA DASH customer complaint center spoke to her. Cassidy also praised the transit agency’s response. Cassidy claimed that she was told that the driver would be sent back to training. Additionally, he would purportedly not be allowed to drive until he had completed it and passed.
“She was very candid on the phone and very upset on my behalf about what I went through yesterday. She was hysterical. I don’t think I’ve ever laughed so much on a customer service phone call,” Cassidy said of her interaction with Amber. Cassidy also claimed that LADOT reviewed the onboard camera footage. They allegedly confirmed that there were no other mobility aid users on the bus. As a result, they allegedly told her that the driver was in the wrong.
Her followers seemed to be supportive of the quick resolution. One YouTube user wrote, “Nothing makes my day better than an incredible customer service representative who addresses issues quickly and effectively. We stan Amber!!!!” Another commenter on Instagram added, “I’m happy they took action quickly, but that doesn’t excuse how you were treated and how many people with disabilities are likely treated the same on a daily basis.”
One user praised Cassidy for making sure she reported the incident. “Aaaaand this is why it is SO important to go through with reporting stuff like this,” they wrote. “You just saved many others from having to deal with this issue. Hell yeah!”
LADOT encourages feedback and provides an ADA complaint form for those who experience similar barriers. It ensures that the agency remains accountable to all its riders. It is refreshing to see a system actually work for the people it is meant to serve.
Published: Jul 14, 2026 11:27 am