Door to Door Inactive Accounts
Door to Door No-Shows and Late Cancellations
Mobility Devices / Accessibility
Packages & Personal Belongings
Shopping/Utility Carts & Other Wheeled Items
Door to Door Cancellations
Customers who need to cancel a trip reservation are asked to call (919) 481-2020 (Option 3) as soon as possible.
If a Customer needs to cancel a trip outside of standard Reservation Service hours (Monday – Sunday from 7:30 a.m. to 4:30 p.m.), they may call the Dispatch office (Option 2), leave a voicemail message on the reservation line, or email Reservations@GoCary.org. When leaving a message or sending an email, please include:
1. The Customer’s name
2. Telephone number
3. Date of the trip that is being canceled
4. Time of the trip that is being canceled
5. Location of the trip that is being canceled
Please note, you must cancel each “leg” of a trip. If you cancel just the pick-up reservation, we will assume that you still need the return reservation. Federal regulations do not allow service providers to cancel trips without notification from Customers or their representatives. Failure to cancel remaining scheduled trips will result in “no shows” and/or other penalties. Customers who establish a pattern or practice of missing and/or late canceling trips that are within the Customer’s control are subject to reasonable periods of suspension under GoCary’s “No Show Policy.”
Door to Door Inactive Accounts
Customers who have not used the Door to Door service within a 12-month period will be deemed inactive and removed from the active Customer database. Inactive Customers must complete a new application for the Door to Door program if they wish to resume service.
Door to Door No-Shows and Late Cancellations
Definitions
No Show: A Customer fails to appear at the pick-up location for vehicle boarding and the driver has waited at least five (5) minutes within the scheduled pick-up window.
Late Cancel: A Customer does not call GoCary's reservation center to cancel at least 2 hours before the scheduled trip, or a Customer calls to cancel a trip or refuses to board after the driver has already arrived during the scheduled pick-up window.
Scheduled Time: The 30-minute pick-up window (or 60-minute window for Tier III return trips) agreed upon by both GoCary and the Customer.
Pick-up Window: A time span of 15 minutes before and 15 minutes after the time when the vehicle is scheduled to arrive. This increases to 30 minutes on either side of the scheduled arrival time for Tier III return trips.
Suspension: The temporary loss of transportation service with GoCary.
GoCary does not count trips missed due to our error as No Shows or Late Cancels, such as:
- Trips placed on the schedule in error
- Pick-ups scheduled at the wrong pick-up location
- Drivers arriving and departing before the pick-up window begins
- Drivers arriving late (after the end of the pick-up window)
- Drivers arriving within the pick-up window, but departing without waiting the required 5 minutes
GoCary does not count trips missed due to situations beyond the Customer’s control as No Shows or Late Cancels, such as:
- Medical emergency
- Family emergency
- Sudden illness or change in condition
Penalties for No Shows and Late Cancellations
GoCary understands that customers may sometimes miss scheduled trips or be unable to cancel trips in a timely way for reasons that are beyond their control. However, repeatedly missing scheduled trips or failing to cancel trips in a timely way impacts schedule adherence and impedes our ability to fulfill customer service goals. For these reasons, violations of this policy can lead to suspension of service.
GoCary tracks customers who habitually do not cancel scheduled trips at least two hours before a scheduled trip or are not at pick-up locations at the scheduled time. GoCary reviews all recorded no shows and late cancellations to ensure accuracy before recording them in a customer’s account.
Each verified no show that is consistent with the above definitions counts as 2 penalty points and each verified late cancellation that is consistent with the above definitions counts as 1 penalty point. Customers will be subject to suspension after they meet all of the following conditions:
- Accumulate 8 penalty points in one calendar month
- Have booked at least 8 trips that month
- Have “no showed” or “late canceled” at least 15 percent of trips
A customer will be subject to suspension only if both the minimum number of trips booked and the minimum number of penalty points are reached during the calendar month. GoCary will notify customers by telephone after they have accumulated 6 penalty points to let them know they will be subject to suspension should they accumulate 2 additional penalty points that month consistent with the criteria listed above.
All suspension notices include a copy of this policy, information on disputing the assessment of penalty points, and how to appeal suspensions.
Door to Door Visitor Travel
Town of Cary visitors with a disability may qualify to use GoCary Door to Door ADA complementary Tier I paratransit service only, in compliance with FTA regulations. Visitors must provide a copy of an ADA paratransit eligibility letter from their home jurisdiction or transit agency or include medical verification of their ADA eligible disabling condition(s). These documents must be faxed to (919) 380-6426 or emailed to BetterTransit@GoCary.org in order to be approved to use the GoCary Door to Door service and prior to the scheduling of a trip. Visitors seeking GoCary Door to Door ADA Tier I service will also need to provide information about their arrival and departure dates, contact information, mobility aids, PCA and/or companion needs, and other information as needed to ensure accurate and safe travel.
Once all supporting documents have been reviewed and approved, visitors will be contacted directly by GoCary staff to schedule future trips. ADA Visitors are permitted up to 21 non-consecutive days of service in a 12-month period. If you require ADA paratransit service for a longer period, the standard GoCary Door to Door application process must be completed.
Door to Door Wait Time
GoCary Door to Door drivers will not drop off a customer at any location and wait for the customer to conduct business or complete an errand. A customer may schedule multiple trips for one day, but they must be scheduled at least 30 minutes apart. All stops must be pre-scheduled.
Inclement Weather
GoCary Door to Door services will not operate during times when it is unsafe to travel on the roadways. GoCary will operate according to decisions made by the Transit Director or their designee based on weather reports and on-road conditions.
If you have a trip scheduled and are unsure if GoCary will operate due to weather conditions, please call (919) 481-2020, Option 2 after 6 a.m. the day of your trip.
Please monitor the following resources for service updates:
GoCary (Service Alerts, top right)
Town of Cary
Facebook
GoTriangle
GoRaleigh
GoDurham
GoApex
Morrisville Smart Shuttle
Regional Call Center: (919) 485-RIDE (7433)
GoCary Operations Center: (919) 481-2020
Sign up for Town of Cary email alerts to receive service updates during times of inclement weather.
Mobility Devices / Accessibility
GoCary will accommodate wheelchairs and other mobility devices along with occupants as long as the ramp and vehicle can physically accommodate them, doing so would not cause a valid safety concern, and the device doesn’t block an aisle or interfere with the safe evacuation of customers in an emergency. Gasoline and other petroleum-based fuels that emit noxious and flammable liquids and gases are not permitted on vehicles for safety reasons.
Drivers are required to restrain wheelchairs and other mobility devices using a three (3) point safety securement system. In addition, a lap belt and a shoulder belt will be provided for customers seated in wheelchairs and mobility devices.
- Mobility devices must fit within the constraints of the vehicle lift platform/ramp; occupied weight of the mobility device may not exceed lift/ramp capacity; and the mobility device must be contained within the designated securement area. Mobility devices exceeding these requirements will be reviewed for safety and reasonable accommodation options.
- Customers that use a mobility device or who need assistance must have a clean and safe path to the vehicle. Drivers will not carry a wheelchair down steps or push a wheelchair over unsafe terrain like muddy or uneven yards. Drivers will not assume the controls of power wheelchairs.
Packages & Personal Belongings
For the safety of all customers, hazardous equipment and/or materials are not permitted on GoCary vehicles. Since this is a shared vehicle, customers must limit the number of packages they are transporting to only what they, their personal care attendant, or companion can carry in one trip. Packages must be transported on the customer’s lap or securely under the seat.
Drivers are not required to carry any bags, merchandise or packages due to safety and liability concerns. If this level of assistance is required, a PCA or companion should be provided by the customer.
- Shopping carts, utility carts, and suitcases will be allowed on board the vehicle provided they meet the following guidelines:
- Items may not block the aisle at any time.
- Items or carts must not restrict customer movement or impede the evacuation of the vehicle in an emergency.
- All items must be secured by the customer at all times.
- Packages or bags must not occupy additional seats at any time if that space is needed for other passengers.
- Shopping/utility carts are not allowed in the mobility device securement area.
GoCary does not allow the following items on any vehicle:
- Weapons or other objects which could be considered dangerous in nature as defined by G.S. 14-269(a). This prohibition does not apply to a person who has a concealed handgun permit or others exempt from the need for such a permit as defined in NCGS Chapter 14, Article 54(B).
- Motorized bikes, gasoline/fuel combustion-type devices, or oversized mobility devices which exceed ADA guidelines.
- Hazardous materials.
- Liquids that are not in a sealed container.
Prohibited Activities
GoCary has established a Passenger Rules of Conduct Policy to outline conduct deemed inappropriate on vehicles and properties, bus shelters, bus stops, and transfer points. This policy is intended to provide a safe, secure, and comfortable environment for all GoCary employees and passengers.
The summary of prohibited activities listed below is not all-inclusive; additional rules and regulations may apply. Please view the full policy for all prohibited conduct.
- Distracting, or attempting to distract, a GoCary Bus Operator;
- Impeding, interfering with, or obstructing the provision of safe, clean, reliable, and efficient service;
- Entry onto a vehicle by a child aged 12 or under unless accompanied by a person 16 years of age or older;
- Disorderly or disruptive conduct, including verbal threats, physical assault, unwelcome physical contact, or use of force against any GoCary employee or passenger;
- Indecent exposure as defined in G.S. 14-190.9;
- Possession, distribution, and/or being under the influence of narcotics, illegal drugs, and/or drug paraphernalia;
- Possession of a weapon or other items that could be considered dangerous in nature as defined by G.S. 14-269(a);
- Smoking or lighting any incendiary device, including a match, lighter, or torch ; or using vapor products as defined by G.S. 14-313, including, but not limited to, electronic cigarettes;
- Stealing or willfully damaging, defacing or destroying Town of Cary or GoCary property;
- Loitering, soliciting for contributions, and/or distributing of any materials without express written consent from the Town of Cary;
- Hanging out, reaching out, or putting any item or article outside of Vehicle windows;
- Playing of audio devices without the use of a personal headset;
- Standing in front of the standee line when the vehicle is in motion;
- Eating or drinking (ONLY water in a clear container with a screw-top lid will be permitted);
- Exhibiting personal hygiene that may cause a health or safety hazard;
- Littering;
- Misuse of fare media, including counterfeit or stolen fare media;
- Refusal to pay a fare as applicable or refusal to show appropriate fare media to a GoCary Bus Operator when requested.
Reasonable Modifications
GoCary is committed to ensuring equality and fairness by making reasonable modifications to policies, practices, and procedures to avoid discrimination and ensure programs and services are accessible to individuals with a disability. Whenever feasible, a request for modification or accommodation to GoCary Fixed Route or Door to Door policies and procedures should be made in advance before service is expected. If you believe that a policy or procedure is limiting your use of GoCary’s services, you may request a reasonable modification.
Service Animals
Service animals are defined as a dog or other animal that is individually trained to work, or perform tasks, for an individual with a disability. Some examples of such tasks include guiding people with visual impairments, alerting people who are hard of hearing, pulling a wheelchair, alerting and assisting a person who is having a seizure, or reminding a person to take prescribed medications. Service animals are welcome but must remain at your feet or on your lap and may not be aggressive or disruptive. Service animals may not occupy a seat. A service animal must always be under the full control of its handler and must be housebroken. Drivers will not handle service animals. Animals that are not under the control of the owner, are engaging in aggressive behavior, and/or are not housebroken may be asked to leave. The owner will be given an opportunity to first correct the bad behavior.
Pets, comfort, therapy, or emotional support animals are not considered service animals but may be transported if properly secured in an airline approved pet carrier that will not allow the animal to come in direct contact with the driver and other customers.
Shopping/Utility Carts & Other Wheeled Items
Shopping carts, bicycles, and other large items are not allowed on GoCary vehicles.
Suitcases and small utility carts will be allowed on GoCary vehicles provided they meet the following guidelines:
- Items may not block the aisle at any time;
- Items must not restrict passenger movement or impede the evacuation of the vehicle in an emergency situation;
- All items must be safely secured by the passenger on their lap, or under their seat;
- Shopping/utility carts are not allowed at any time within the mobility device securement area.
Other wheeled items such as skateboards or roller blades/skates may be carried aboard. These items must be stowed in their own bag or held in the passenger's lap. The items may not be stored on the floor of the bus.
Wagons, tricycles, or other wheeled devices that do not qualify as an ADA mobility device are not allowed on GoCary vehicles.
In the event that both bike rack slots are in use, the operator may allow a bicycle on the bus if it can be safely secured and will not interfere with the travel of other passengers. The operator has sole discretion to allow or refuse a bicycle on the bus.