For the protection of its citizens, the Town of Cary has declared a State of Emergency and closed Town Hall and all staffed facilities until further notice. Critical services including police, fire, sanitation, water distribution, wastewater, inspections and permits, 911, 311 and GoCary will continue uninterrupted. For questions and more information visit www.townofcary.org/covid-19 or dial 311 within town limits or 919-469-4000 outside Cary. As many Town employees as possible are working from home, and response times may be longer than usual.

GoCary COVID-19 Response Frequently Asked Questions (FAQs)

 

Are there any changes to the service GoCary is providing during the COVID-19 pandemic?

As an essential service, GoCary will continue to operate to ensure our customers have access to other critical services.  We will post any changes to our service here.

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What safety precautions is GoCary taking?

GoCary has taken additional precautionary measures during the COVID-19 pandemic including:

  • Spraying and wiping all areas with hospital-grade cleaning supplies;

  • Spraying and wiping door handles, common areas and surfaces throughout GoCary facilities multiple times per day with hospital grade cleaning supplies;

  • Providing sanitizing wipes, masks and gloves for all GoCary staff including bus operators;

  • Suspending fare collection for fixed route and Door to Door Tier 1 service;

  • Encouraging social distancing on all fixed route buses with signage;

  • Encouraging rear door boarding when possible for all fixed route buses (front door access is available for persons with disabilities); and

  • Spot sanitizing vehicles throughout the day

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Where can I purchase bus passes and Door to Door ticket booklets since Town of Cary facilities are closed during the COVID-19 pandemic?

GoCary fixed-route and Door to Door Tier I service are operating fare-free during the COVID-19 pandemic. GoCary will not issue any passes on GoCary buses and will not sell any bus passes at Town of Cary facilities at this time.  Door to Door customers may request ticket booklets when you call to make your reservations and the driver will have the ticket booklets when you board the vehicle for your trip. Drivers only accept cash, please have exact change.

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How can I apply for the Youth GoPass since Town facilities are closed?

We are unable to process Youth GoPass applications at this time. GoCary fixed routes are currently operating fare free for all passengers during the COVID-19 pandemic.

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How do I apply for Door to Door service since the Cary Senior Center at Bond Park is closed?

Step 1: Complete a GoCary Door to Door Service Application, available online at www.GoCary.org under “Door to Door” and select “How to Apply” (also available in Spanish). Hard copy applications are NOT available at this time due to the closure of all Town of Cary facilities.
 

Step 2: Email a scanned copy of your completed application to YourRideMatters@townofcary.org or fax to (919) 380-6426.
 

You may also mail your completed application to the following address, however please note that mailing an application will require more time for processing:
 

Town of Cary
Door to Door Registration
PO Box 8005
Cary NC 27513

 

Be sure to provide proof of age and residency with your completed application if you are applying based on age.  For questions, please contact the Transportation Program Coordinator at YourRideMatters@townofcary.org or (919) 653-7141.
 

Step 3: If you are qualifying based on a disability a healthcare professional can fax the completed application to 919-380-6426. You DO NOT need to see the doctor to have them complete their portion of the application. You can mail or fax it to the doctor’s office with a letter requesting the healthcare professional complete section C of the application. If you require assistance when traveling, or when you get to your destination, please ensure that your application indicates the need for a Personal Care Attendant (PCA). Please DO NOT make non-essential trips during the COVID-19 pandemic.
 

Step 4: Your completed application will be processed by the Town of Cary. This may take up to 21 business days from the receipt of a completed application. Once your application has been processed, you will receive an approval letter by email or mail. No GoCary ID cards will be created or required during the COVID-19 pandemic.
 

Step 5: Once you have been approved, you can begin making reservations by calling 919-481-2020 (Option 3).
 

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How can I apply for the Ticket Assistance Program (TAP) since Town facilities are closed?

The Ticket Assistance Application is available on www.GoCary.org under “Fares and Passes” (also available in Spanish). Email a scanned copy of your completed application to YourRideMatters@townofcary.org or fax to (919) 380-6426.
 

You may also mail your completed application to the following address, however please note that mailing an application will require more time for processing:
 

Town of Cary
Door to Door Registration
PO Box 8005
Cary NC 27513

 

Currently, GoCary Door to Door Tier 1 is operating fare free during the COVID-19 pandemic.
 

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What trips can I take on GoCary Door to Door during the COVID-19 pandemic?

GoCary is currently operating the Door to Door service on the following schedule:

GoCary Door to Door Tier 1 service is currently operating fare free.

For the benefit of our Door to Door customers who need access to essential services, GoCary is continuing Tier 2 and Tier 3 service at the regular fare, with some limitations:

  • Reservation requests may be made for next day travel and up to 7 days in advance.
  • Reservation requests for Tier 2 and Tier 3 medical appointments and work trips are eligible. Tier 2 trips to the grocery store, pharmacy and other essential services are also eligible.
  • To maintain social distance, trips will be single occupancy whenever possible unless a Personal Care Attendant (PCA) is required. We are not accepting companion reservations.

GoCary reserves the right to deny requests for travel to or from destinations that may be considered high-risk. This is a rapidly evolving situation. We will post updates via GoCary.org and GovDelivery if additional GoCary service changes are needed.

Per CDC guidelines, if you are sick we ask that you stay at home and only travel if it is absolutely necessary. Please cover your mouth and nose when you cough and sneeze, wash your hands frequently with soap and water, avoid touching your face, and keep distance between yourself and others. These practices can help limit the impact of COVID-19 on our community.

Please visit the Town of Cary or Wake County for more information related to COVID-19, including links to other resources.

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Do I need to get my picture taken for my GoCary ID card since the Cary Senior Center at Bond Park is closed?

During the COVID-19 pandemic, GoCary will NOT schedule pictures to be taken for Door to Door or Discount ID cards.

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Can I put my GoCary Door to Door subscription service on hold during the COVID-19 pandemic?

Yes, GoCary Door to Door subscription service can be put on hold. Please call GoCary at 919-481-2020 (option 2).

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Will I incur penalty points according to the Door to Door No Show / Late Cancellation Policy if I cancel trips because my job closes due to the COVID-19 pandemic?

Customers who need to cancel a trip reservation are asked to please call (919) 481-2020 (Option 3) the day before the trip, or sooner if possible. Customers whose rides need to be canceled for reasons beyond their control, will not incur points under the No Show/Late Cancellation Policy. Additionally, GoCary will not be enforcing any suspension violations during the COVID-19 pandemic.

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What's the best way to stay up to date with GoCary service changes?

We will post service change updates on our website, GoCary.org, and on the Rider app. For additional alerts, please sign up for Town of Cary notifications. You can also call the Regional Call Center at 919-485-RIDE, GoCary at 919-488-2020, or the Town of Cary information line by dialing 3-1-1.

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