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Passenger Guidelines

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GoCary Door to Door 10GoCary Door to Door Brochure 2016 (includes updated door to door system brochure, fare chart, and tier service map)

Overview

GoCary Door to Door is a shared ride service providing trips for senior citizens age 60 and over as well as ADA transportation service for people with disabilities that prevent them from using our fixed route system. Door to Door service is an accessible Dial-A-Ride transportation for eligible, pre-registered persons through pre-scheduled trip reservations.  Cary residents who meet the age requirements or any individual who meets the disability requirements are eligible to register for the Door to Door service.

 

Door to Door Services

The Town of Cary Transit Division determines the enrollment and eligibility for the following GoCary Door to Door programs:

  • Americans with Disabilities Act (ADA) Paratransit
  • Senior Citizen Transportation

MV Transportation, Inc. is the provider for all GoCary programs.

ADA Transportation
The ADA requires public entities operating fixed route systems, such as GoCary, to provide paratransit services to individuals whose disabilities prevent them from using the fixed route. Service must be comparable to the level of service provided to individuals without disabilities on the fixed route (GoCary) and operate within 3/4 mile on either side of a GoCary bus route. ADA service is not prioritized or limited by trip purpose and can’t have patterns or practices of capacity constraints. Tier I service is the Door to Door service meeting the requirements of the ADA and is required by the Federal Transit Administration (FTA). Tier II and III service is premium service, not required by the FTA, and subject to Town of Cary set policies and procedures.

Senior Transportation
Door to Door senior transportation is provided for citizens age 60 and over for any destination in the Town of Cary for any trip purpose. For medical and employment trips the service area extends to Raleigh, Durham, Chapel Hill, Apex and Morrisville. Senior transportation is provided on a first come, first served basis. ADA paratransit is a federally required service for eligible people with disabilities and has the overall highest priority for service in the Tier 1 area.

Fixed Route Discounted Fares

Persons with disabilities and seniors may also use GoCary's fixed route system with discounted fares—half the price of regular adult fares.  Seniors may show government issued photo ID to verify age and individuals with Medicare cards may show card to driver upon boarding as proof of eligibility. The GoCary Discount Fare and Door to Door Registration Form serves a dual purpose, allowing all Door to Door applicants to obtain a free ID card to show drivers as proof of eligibility to receive the fixed route discounted fare.

Visitors

Town of Cary visitors with disabilities may qualify to use GoCary Door to Door ADA complementary paratransit service in compliance with FTA. Visitors must provide a copy of their ADA paratransit eligibility letter from their home transit agency, or include medical verification of their ADA eligible disabling condition(s). These documents must be faxed directly to (919) 380-6426 in order to be approved to use the Door to Door service and prior to the scheduling of a trip.

*Visitors to the Town of Cary are eligible for Tier 1 service only.

Visitors seeking GoCary Door to Door ADA service will also need to provide information about their arrival and departure dates, contact information, mobility aids, PCA and companions, and other information to ensure accurate and safe travel.

Once all supporting documents have been reviewed, you will be contacted directly by GoCary staff to schedule future trips. ADA Visitors are permitted up to 21 days of service.  If you require ADA paratransit service for a longer period of time, the regular GoCary Door to Door registration process must be completed.

Service Type: Door to Door

Door to door service has the riders meet the driver at the main door, main level, or first floor of a building for an escort to the bus. This may include a short flight of stairs (two to five steps), as long as the driver remains within sight of the vehicle. If the front door is not visible from the vehicle, riders must meet the driver in a location that can be seen. Riders shall be ready to board the vehicle upon arrival. Do not rely on IVR auto alert calls, dispatch calls, drivers ringing door bells or paging riders. For safety and security reasons, drivers do not leave sight of buses by entering private homes, using elevators or navigating multiple levels of stairs. Drivers are not required to carry people, mobility devices, or packages. If this level of assistance is required, an escort should be provided by the passenger. For a safe and timely travel experience, keep stairs and entryways clear of obstructions.

Not all locations can be accessed for door to door service. Alternate pick up or drop off locations may be established because of obstructions, maneuverability or unsafe conditions

Trip Type

Demand Response Trips:  A vehicle is scheduled and dispatched in response to eligible riders’ trip reservation requests.  Trip requests are made by contacting the GoCary Operations Center during reservation hours the day before and up to 14 days in advance.

Subscription Trips:  Subscription service provides automatic scheduling riders needing to go to the same destination on a regular basis—such as to and from work every day--can save time by using the subscription service. This level of service provides efficient and good customer service, but it cannot exceed 50% of our total trip capacity. The fare for each ride will be the same as for an individual trip.  The following applies to subscription service:

  • Available for registered passengers and based on availability. Call the Operations Center at (919) 481-2020 ext. 3 to request subscription service.
  • A subscription request will either be scheduled at the time of the call, or the request is placed on a waitlist until it can be set on a route and activated. Until that time, the rider needs to call and schedule trips as "Demand Response". If a slot becomes available, passengers will be contacted based on the order in which the requests are received.
  • Reoccurring trips must be the same day, time, and address and with duration of 3 months or more.
  • Limited to medical, employment, job-related training, or education trip purposes.
  • Riders need to cancel subscription trips at their earliest convenience, preferably the day before, but at least 2 hours in advance to avoid late cancellations and penalties. Riders shall place subscription trips on hold if they won't be needed for periods of time, such as vacations or leave of absences. Holds may not exceed 120 days.  
  • It is not required under ADA laws that all trips requested are granted at all times.
  • Requests to change subscription service time, location or day of week can cause different routing and may result in placement back on the Subscription Waitlist.

Service Areas

GoCary Door to Door service operates three service levels with differing eligibility, service hours, and fares.

Tier I service: Trips completely within three quarters of a mile of the GoCary fixed route corridors. This meets the requirements of the ADA for complementary paratransit service.

Tier II service: Trips with any origin or destination outside the ¾ mile fixed route corridor but within Town of Cary limits. This is Town of Cary premium service.

Tier III service: Trips with any origin or destination outside the Town of Cary, for instance Raleigh, Durham, Chapel Hill, Apex or Morrisville. This is Town of Cary premium service.

Cross-jurisdictional transfers: ADA paratransit passengers from other Triangle jurisdictions (i.e. Go Raleigh or GoDurham) may transfer at pre-designated transfer locations to GoCary Door to Door for Tier I service only.  All transfer passengers must pre-register by providing proof of ADA eligibility from another system to Town transit staff, schedule a trip, and pay the required GoCary fare.  Please call (919) 481-2020 Ext. 3 for more information on the pre-determined transfer locations.

Door to Door Schedule
Door to Door service hours are comparable to the hours of GoCary fixed route operations. The tables below show the earliest pick-up times and latest drop-off times available in the service areas.

Tier I and II* 
(in Town trips)

Earliest
Pick Up

Latest
Pick Up

Tier III*
(out of Town trips)

Earliest
Pick Up

Latest
Pick Up

Monday - Friday

6:00 a.m.

9:30 p.m.

Monday - Friday

6:00 a.m.

8:30 p.m.

Saturday

6:00 a.m.

9:30 p.m.

Saturday

6:00 a.m.

8:30 p.m.

Sunday

No service

Sunday

No service

Tier II and III trips are scheduled on a space available basis.  Scheduling availability is not guaranteed.

For registered GoCary Door to Door passengers who have questions or need to schedule rides, please call the reservation center at (919) 481-2020 (ext. 3).

Holiday Closures
GoCary Door to Door service does not operate on the following Town holidays:

  • New Year’s Day
  • M.L. King Jr.’s Birthday
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Eve
  • Christmas Day

Tier I service only is available on the following Town Holidays (based on space availability):

  • Veteran's Day
  • Good Friday

ADA riders are encouraged to schedule trips on days following closed holidays well in advance. On closed holidays, ADA riders are able to request next day trips by leaving voice mail messages at (919) 481-2020 (ext. 3) or by emailing D2D@mvtransit.com. The day after a closed holiday, same day ADA trip requests are accepted on a space available basis. This only applies to ADA eligible riders who, by federal regulation must be able to schedule next day service.

Door To Door Fares


Level of Service Fare
Tier I
(ADA and Senior trips within 3/4 mile of a GoCary bus route)
$3.00
Tier II
(Trips beyond 3/4 mile of a GoCary bus route but within Cary town limits)
$4.00
Tier III (Out of Town)
(Medical and employment trips for persons with disabilities and medical trips only for seniors beyond Town of Cary limits)


Apex $6.00

Morrisville $6.00

Raleigh $7.00

Raleigh + 10 Miles $8.00

Raleigh + 15 Miles $9.00

Durham $8.00

Chapel Hill $9.00

Personal Care Attendant (PCA) (must be pre-approved): Free

ADA Passenger Guest: Same as rider

Children under 12: Free

Purchasing Tickets

All fare payments can be made using the following methods:

1)    Cash Payments. Cash fares can be paid directly to the driver on the vehicle. Please note drivers cannot give change so have exact fare ready.

2)    Value Tickets. GoCary Tickets with values of $1, $2, or $5 are accepted. Please note drivers cannot give change, so have exact fare ready. Value ticket booklets (20 tickets) in each dollar amount may be purchased three ways:

a)    Call 919-469-4952 using a VISA or MasterCard,

b)    By mail with a completed form using VISA, MasterCard, check or money order,

c)    Fax a completed form to 919-388-1107 using a VISA or MasterCard, or

d)    In Person, at the Cary Town Hall Finance Department Window, Town of Cary Senior Center, or Kroger store at Maynard Crossing Shopping Center.  

Ticket Outlets

 

Cary Town Hall - Finance Department 

316 N. Academy Street, Cary NC  27513

Open: 8am-5pm Mon-Fri

$1 Value Ticket Booklet ($20)

$2 Value Ticket Booklet ($40)

$5 Value Ticket Booklet ($40)

Accepts
cash, check, money order, Visa or MasterCard

Town of Cary Senior Center

120 Maury O'Dell Place, Cary NC27513

Open: 9am-9pm Mon-Thurs and 9am-6pm Fri-Sat

$1 Value Ticket Booklet ($20)

$2 Value Ticket Booklet ($40)

$5 Value Ticket Booklet ($40)

Accepts

cash, check, Visa, MasterCard, or TOC PRCR gift card

Kroger at Maynard Crossing Shopping Center

1273 NW Maynard Road, Cary NC27513

$1 Value Ticket Booklet ($20) Only


For more information on Door to Door tickets, please contact:

Finance Department - (919) 469-4952

Transit Section - (919) 469-4080

Registered riders can also choose to ride the fixed route transit services if available and convenient to their needs. More information on the fixed routes is available in the Passenger Guide for Fixed Route Service on our website.

Fixed route passes (5-Day and 31-Day Passes) can be purchased at the Town’s Finance Department customer service desk or the Cary Senior Center by paying cash, check, or American Express or Visa credit card.

Registration Process

In order to use GoCary Door to Door service, you must first register for the service and receive a GoCary photo ID card. Please follow the registration process below:

1)   Ensure that you are eligible for the service.  Individuals qualify for GoCary Door to Door service if they are age 60 or over and they reside in the Town of Cary or if they have a qualifying disability. 

2)  Review the GoCary Door to Door Passenger Guide and the GoCary Door to Door  registration form.  Hard copies are available for pick up from the Town of Cary Senior Center at 120 Maury O'Dell Place, Cary NC  27513 or the Town of Cary Transit Division at  316 N. Academy St, Cary, NC 27513.  The registration form in English and Spanish can also be downloaded from the Town of Cary website (www.townofcary.org).

3)    Complete and submit the entire registration form based on your eligibility.

a)   If you believe you qualify based on age and residency, please complete Part A only of the registration form. The completed form can be submitted in person at the Town of Cary Senior Center (120 Maury O'Dell Place, Cary NC  27513). 

i)     As part of the submission, please provide proof of age, identification, and proof of Cary residency (i.e. a utility bill with a Cary address).  A photo identification card will be created.

ii)   Approval for Door to Door service for seniors will be granted on site, and an approval email sent if an email address is provided in the registration form. Trips may be scheduled immediately.

b)   If you believe you qualify based on the ADA, please complete Parts A and B of the registration form, then provide the completed form to a qualified human services or medical professional with knowledge of your disabling condition to complete Part C of the registration form.   The completed application form can be submitted by the medical professional by fax to the Town of Cary (919-380-6426), mailed to the Town of Cary Attn: GoCary/Transit Marketing Specialist (P.O. Box 8005 Cary, North Carolina 27512), or emailed to YourRideMatters@townofcary.org.

i)    The approval process typically takes up to two weeks for ADA registration.  Once Town staff receive your completed registration form (including Part C), the medical provider will be contacted and the information provided will be verified.  Once the information has been verified, and your registration form has been conditionally approved, you will be notified by Town of Cary staff. If a determination of eligibility is not made within 21 days of receipt of a completed application, the applicant will be treated as eligible and provided service until a final eligibility determination is made. 

ii)  For final approval, you must go to the Town of Cary Senior Center to provide identification.  A photo identification card will be created.  This can be done prior to receiving conditional approval or after you have received conditional approval from Town staff.  Trips may be scheduled once you have received a phone call and/or email from Town staff granting conditional approval.  Proof of identification and an ID card must be obtained within a reasonable period of time in order to maintain approval.

4)   Once your registration form has been approved and you have provided all documentation, you may begin to schedule Door to Door trips by calling (919) 481-2020, extension 3.

The Senior Center is open for registrations Monday through Thursday 9 a.m. - 9 p.m.; and Friday through Saturday 9 a.m. – 6 p.m.  A free ride to and from the Senior Center can be provided by calling the Operations Center at (919) 481-2020 ext. 3.

Visitors are considered eligible for GoCary's Door to Door service if they present documentation of ADA paratransit eligibility from their home jurisdiction’s paratransit system. Visitors will also be considered eligible if they can present proof of visitor status (i.e., proof of residence somewhere else) and, if the individual’s disability is not apparent, proof of the disability (e.g., a letter from a doctor or rehabilitation professional). Once this documentation is presented and is satisfactory, GoCary will make the service available.  Visitors must go to the Cary Senior Center to apply and provide proper identification.  The address of the person visiting will be used on the application. 

GoCary is not required to provide service to a visitor for more than 21 days from the date of that visitor’s first Door to Door trip. The 21 days may be continuous, or distributed over several shorter visits. After 21 days, the Town will require the visitor to apply for Door-to-Door eligibility in the usual GoCary procedure

Making Reservations

Reservations are available for scheduling between the day before and up to fourteen (14) days in advance.  Rides for the next day must be reserved during Trip Reservation Hours. GoCary offers same day service for in-town trips only on a space available basis. Same day reservations are considered a premium service.  The GoCary Reservation Center is available to take trip reservations during the following hours:

Monday - Saturday      7:00 a.m. - 5:00 p.m.

Please feel free to leave a voicemail after hours and reservation staff will return your call during normal business hours. All voicemails and emails received the day before to schedule trips for Monday will be prioritized and scheduled first thing Monday morning.

To schedule Door to Door trips, registered riders may:

  • Call the GoCary Reservation Center at (919) 481-2020 ext. 3

Required Reservation Information

The reservations agent will not look up the address for your destination. You must be prepared when you call with all the necessary information. When calling or sending an email to the Reservation Center, please have the following information for the reservation agent:

  • Rider's name
  • Date of trip
  • The exact address of the pick-up location, (reservation staff are not required to look up addresses)
  • The desired pick-up time
  • The exact address of the destination
  • The desired drop-off time
  • The desired pick-up time for the return trip (if applicable)
  • The number of people traveling, including Personal Care Attendant’s or guests
  • Any equipment or special needs (wheelchair, mobility aids etc.)
  • The number of people traveling, including Personal Care Attendant's or guests

Trip Scheduling

The reservation agent will provide a pick-up time as close to the desired time as possible. The Reservation agent may negotiate the time of the pick up within one hour of the initial request. When scheduling a trip, you may request a pick-up time or request to be dropped off to meet a specific appointment time.  We make every effort to accommodate your request. However, it is not always possible to travel at the exact time you request.

Will call trips are available for Tier I service only and are considered a premium service.  If the Tier I trip is for a medical appointment where the return time is uncertain, riders can call the reservation center at (919) 481-2020 at the end of the appointment to be picked up “will call”. In these cases riders will be picked up on the next available vehicle, which can be up to two hours. The last pick-up is 9:30 p.m. for in-town trips, so riders must call no later than 5 p.m. for a will call pickup.

Riders will receive an automated IVR trip reminder and alert phone call.

Riders should be available to board the vehicle during a 30 minute pick-up window which starts 15 minutes before a scheduled pick up time until 15 minutes after a scheduled pick up time. The vehicle may arrive any time within that 30-minute window and will be considered within its on-time schedule. (Because out-of-town trips require longer travel distances, the pick-up window for out-of-town trips is 60 minutes.) 

Cancellations

Riders who need to cancel a trip reservation are asked to please call (919) 481-2020 ext. 3 the day before the trip to cancel.  Cancellations received within 2 hours of a scheduled trip are considered late cancellations and cancellations received after the driver arrives at the pick-up location are considered cancel at the door.  If a passenger does not cancel a trip it is considered a no show.  Late cancellations, cancels at the door, and no shows may be subject to penalties-please see the No Show and Late Cancellation Policy.

Phone coverage is available from 7:00 a.m. to 5:00 p.m. to receive cancellations and assist with “trips in progress” at (919) 481-2020 ext. 3. Voicemail messages can be left outside these hours to cancel scheduled trips. The answering machine is checked first thing in the morning and any cancellations will be entered into the computer. The answering machine is not available for making reservation requests; those will need to be scheduled during normal business hours.

If a no show occurs on the first pick-up of the day, all later rides for the day are not canceled. Federal ADA paratransit regulation does not allow service providers to cancel trips without notification from riders or representatives. Failure to cancel remaining scheduled trips will result in additional no shows.

Riders who establish a pattern or practice of missing and/or late canceling trips that are within the rider’s control are subject to reasonable periods of suspension.

Inactive Passengers

Registered passengers who have not used the Door to Door service within a rolling 12-month period will be deemed inactive and removed from the active rider database.  Inactive passengers must resubmit for approval a Registration Form in order to reinstate service. 

Waiting Policy
GoCary Door to Door drivers will not drop off a passenger at a bank, pharmacy, or other location and wait for the passenger to take care of their personal business.
 You may schedule multiple trips for a day, but they must be scheduled at least 30 minutes apart. This allows riders to have enough time at their destination, and avoids having two buses show up at the same time.  Drivers are not permitted to wait while riders do quick errands. All stops must be pre-scheduled.

Pick-Up Window
The driver may arrive anytime within a 30 minute pick-up window that begins 15 minutes before the scheduled pick-up time and ends 15 minutes after the scheduled pick-up time; then waits 5 minutes at the location.  The vehicle may arrive any time within that 30-minute window and will be considered on-time. For example, if the pick up time is 2:30 p.m., the vehicle may arrive anywhere between 2:15 p.m. and 2:45 p.m. It is very important that riders are ready when the bus or van arrives since the driver cannot wait more than 5 minutes. If the vehicle arrives before the pick-up window, 2:15 p.m. in this example, then the driver will wait until 2:20 for riders to board the vehicle.
Because out-of-town Tier III trips require longer travel distances, the pick-up window for out-of-town trips is 60 minutes on the return trip to Cary.

GoCary strives to provide exemplary service, but due to traffic, poor weather, or other causes, GoCary may be late for the pick-up. If the vehicle does not show up within the pick-up window, please call the reservation center (919 481-2020) immediately to inform dispatch that the vehicle has not arrived. If GoCary knows that the bus or van will not be able to make the pick up within the pick-up window, they will call riders as soon as possible to inform them of the delay.

Please be aware that the driver cannot accommodate alterations to the scheduled trip. All changes must be called in to the reservation center prior to the trip.

GoCary Responsibilities

  • Escort the customer from the pick-up door or common public entrance to the door or through the common public entrance at the destination.
  • Assist passengers onto and off the vehicle.
  • Ensure that customers and mobility aids are properly secured.
  • Safely operate the vehicle in a shared ride capacity.

Door to Door Customer Responsibilities

  • Honor the nature of a shared ride service.
  • Meet the driver at the door within 5 minutes of the vehicle’s arrival to avoid delaying the vehicle.
  • Do not delay the driver for more than 5 minutes upon reaching the destination.
  • Accept the operator’s escort from the pickup door into the vehicle at the beginning of the trip and from inside the vehicle to the door at the destination.
  • Understand that the driver is not a caregiver and does not provide attendant-to-attendant service. The customer is responsible for making arrangements for any assistance needed beyond the driver's escort to and from the door or main entrance.
  • Obey GoCary’s Rules of Conduct including compliance with the Door to Door Passenger Guide.
  • Customers who do not obey GoCary’s Rules of Conduct and other policies are subject to disciplinary steps up to and including suspension of service.

Safety

Safety is GoCary's number one priority. Adherence to the following guidelines will ensure a safe riding experience for both passengers and drivers.

  • For safety and security reasons, drivers are required to maintain effective continuing control of all vehicles.  This means that drivers do not leave sight of buses by entering private homes, using elevators or navigating multiple levels of stairs. Drivers may enter a lobby of a building to announce their presence to locate and assist riders with boarding. This may include a short flight of stairs (2 to 5 steps), as long as the driver remains within sight of the vehicle. If the front door is not visible from the vehicle, riders must meet the driver in a location that can be seen. Riders shall be ready to board the vehicle upon arrival.
  • Drivers are not required to carry people, mobility devices, or packages. If this level of assistance is required, an escort should be provided by the passenger.
  • For a safe and timely travel experience, please try to keep entryways and pathways clear of obstructions. Generally, drivers will provide assistance traversing difficult paths upon request if such assistance would not cause a direct threat, or leave the vehicle out of visual observation.
  • Child safety seats are required by North Carolina law for children younger than 8 years old or weighing less than 80 pounds. Riders must provide age appropriate safety seats for child riders and let the Operations Center know at the time of reservation.
  • All passengers are required to wear a seat belt.

Mobility Devices

  • Mobility devices require: three or more wheels; containment with the lift platform/ramp; occupied weights not to exceed lift/ramp capacity; and containment within the securement area. Riders with mobility devices exceeding these requirements will be reviewed for safety and reasonable accommodation.
  • Passengers in a wheelchair or who need assistance getting to the vehicle 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.
  • All passengers with wheelchairs must have a seat belt securing them to their chair, and the chair or scooter must be secured with straps to the floor of the vehicle. The driver will not move the passenger without one.

Travel Assistance and Guests
Passengers who need to travel with another person for safety and health reasons must have a personal care attendant (PCA).  A PCA is someone who assists the rider when traveling. GoCary allows Door to Door passengers who require travel assistance to ride with a PCA, however the need for a PCA must be indicated on the initial Door to Door registration and preapproved or requested directly to GoCary staff prior to the trip. Personal care attendants may ride GoCary free of charge.  Both the PCA and eligible rider must be picked up and dropped off at the same address and times. Passengers aged under 12 must travel with a PCA or accompanying guest at least 16 years of age. The eligible passenger provides the PCA.

Guests may ride with a registered rider, provided all are picked up and dropped off at the same address and time. The first guest pays the same applicable fare as the eligible rider. Additional guests may ride on a space available basis.  Be sure to advise the reservations agent at the time you make your reservation if you are traveling with a guest.

Transporting Bags/Merchandise
Passengers may bring no more than three bags of groceries or merchandise on GoCary vehicles as long as all items can be safely carried on board in one trip.  All items must be kept out of any aisle at all times. Shopping carts, bicycles and other large items are not allowed on the vehicles due to the inability to secure the items. Drivers are not required to carry any bags, merchandise or packages due to safety and liability concerns.  If this level of assistance is required, an escort should be provided by the passenger.

Service Animals
Service Animals are welcome, but must remain at your feet, on your lap and not be aggressive or disruptive. Service animals may not occupy a seat. Uncontrolled service animals can be denied service or require a pet carrier for transport.  Drivers will not handle service animals.

Travel to RDU Airport
GoCary cannot take passengers to the airport. Under Town of Cary policies, GoCary cannot take Door to Door passengers to the airport. Riders are encouraged to consult the Trip Planner at GoTriangle.org or call (919) 485-RIDE for information about traveling to RDU Airport.  ADA passengers may take GoCary to RDU for employment purposes only.

Inclement Weather
For safety reasons, 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 Services Administrator or 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 after 6 a.m. the day of your trip.

Prohibited Activities
Smoking, vaping, eating and drinking (without a closed container) are prohibited on GoCary vehicles.
Bringing any items of a dangerous nature on-board buses including: weapons, including concealed weapons (pistols, rifles, knives or swords);flammable liquids; dangerous, toxic or poisonous substances; vessels containing caustic materials, chemicals, acids or alkalis; fishing rods which are not broken down or have unsecured or exposed hooks or lures, ski poles unless secured to skis or have tip covers; sheet glass and sharp objects.

For more prohibited activities please refer to the Rules of Conduct below.

Reasonable Modifications
GoCary is committed to ensure 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 disabilities. 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. Individuals with disabilities may request that GoCary make reasonable accommodations in order to fully use transit services. All requests should be made verbally or in writing to: 

GoCary Transit Services Administrator
Town of Cary Transportation & Facilities Department/GOCARY
P.O. BOX 8005
Cary, NC 27512
919-462-2080 /email: YourRideMatters@townofcary.org

Examples of a reasonable modification: It is reasonable for a bus driver to pullup ahead/after a designated stop if there is an illegally parked car in the way. However, it is not reasonable to ask the bus driver to take you to another location because you gave the incorrect address during your booking. It is reasonable to allow a person with a medical condition, such as diabetes, to eat something (such as a hard candy or a chocolate bar) to avoid adverse health conditions. However, it is not reasonable to consume a meal while on the bus because you didn’t have time to eat your meal before the bus arrived.

Requests for Alternative Formats

Upon request, alternative formats of this policy and others will be produced for people with disabilities. Call 919-380-2134 or email christine.sondej@townofcary.org.

No Show and Late Cancellation Policy

Purpose

The Town of Cary's Mission is to "promote and support a high quality of life for its citizens" and to deliver the services in a cost-effective manner. GoCary Door to Door requires trips to be scheduled in advance, and riders may sometimes miss scheduled rides or forget to cancel rides they no longer need. GoCary understands that riders 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 other riders, wastes funding, and impedes our ability to fulfill customer service goals.  For these reasons violations of this policy can lead to suspension of service.

Definitions

  • No Show: A rider fails to appear at the pick-up-location for vehicle boarding and the driver has waited at least five (5) minutes within the scheduled pickup window.
  • Late Cancel: A passenger does not call GoCary's reservation center to cancel at least 2 hours before the scheduled trip. Also includes when a passenger calls to cancel the trip after the driver has already arrived during the pick-up window, or a passenger refuses to board a vehicle that has arrived within the pickup window.
  • Scheduled Time: The time for a trip pick-up agreed upon by both GoCary and the rider.
  • Pick-up Window: A time span of fifteen (15) minutes before and after the time when the vehicle is scheduled to arrive. (For out-of-town trips the pick-up window is 60 minutes.)
  • Suspension: The loss of transportation service on GoCary when trips may not be booked or performed for a temporary period of time. 

GoCary does not count as no-shows or late cancellations any missed trips due to our error, such as:

  • Trips placed on the schedule in error
  • Pickups scheduled at the wrong pickup location
  • Drivers arriving and departing before the pickup window begins
  • Drivers arriving late (after the end of the pickup window)
  • Drivers arriving within the pickup window, but departing without waiting the required 5 minutes

GoCary does not count as no-shows or late cancellations situations beyond a rider’s control that prevent the rider from notifying us that the trip cannot be taken, such as:

  • Medical emergency
  • Family emergency
  • Sudden illness or change in condition

Riders should contact the GoCary Reservation Center at (919) 481-2020 ext. 3 when experiencing no-shows or late cancellations due to circumstances beyond their control.

Cancellations 

Riders who need to cancel a trip reservation are asked to please call (919) 481-2020 ext. 3 the day before the trip to cancel.  Phone coverage is available Monday-Saturday from 7:00 a.m. to 5:00 p.m. to receive cancellations and assist with “trips in progress” at (919) 481-2020 ext. 3. Voicemail messages can be left outside these hours to cancel scheduled trips.  Trip cancellations can also be sent to D2D@mvtransit.comAll voicemails and emails received the day before to cancel trips for Monday will be prioritized and cancelled first thing Monday morning. 

If a no show occurs on the first pick-up of the day, all later rides for the day are not canceled. Federal ADA paratransit regulation does not allow service providers to cancel trips without notification from riders or representatives. To avoid multiple no-shows on the same day, riders are strongly encouraged to cancel any subsequent trips they no longer need that day. Riders who establish a pattern or practice of missing and/or late canceling trips that are within the rider’s control are subject to reasonable penalties including periods of suspension.

Penalties for No Shows and Late Cancellations

The GoCary no show/late cancellation policy is in place to track passengers who habitually do not cancel scheduled trips at least the day 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 rider’s account.

Each verified no-show consistent with the above definitions counts as 2 penalty points and each verified late cancellation consistent with the above definitions counts as 1 penalty point. Riders 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 cancelled” at least 15 percent of trips

A rider 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 riders by telephone after they have accumulated 6 penalty points and would 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.

Suspension

Customers meeting the minimum penalty assessment, as defined above, are subject to suspension for a reasonable period of time. Repeated violations of this Policy will cause the length of suspensions to increase. The following suspension periods shall apply to violations of this Policy.  The first violation in a calendar year triggers a warning letter but no suspension. Subsequent violations result in the following suspensions:

  • Second violation: 7-day suspension
  • Third violation: 14-day suspension
  • Fourth and subsequent violations: 30-day suspension

Notification and Right to Appeal

Individuals have the right to a notice and appeal prior to a suspension based on violation of the No Show and Late Cancellation Policy.

Individuals will receive written notice of suspensions. The notice advises the individual of the right to appeal the assessment of any points for no-shows/late cancellations and/or suspensions of service by submitting a letter of appeal to the Town of Cary Transit Division, address below. Individuals will have 5 business days from the date of the written notice to submit their appeal. The individual has the right to request the opportunity for an informal in-person hearing prior to a decision.  The Transportation & Facilities Department/GOCARY will reach a determination within 5 business days of receipt of an appeal or the date of the hearing, whichever is later. All individuals who appeal will receive a written notice of the appeal decision.

Send appeals to:

Town of Cary Transportation & Facilities Department/GoCary 
P.O. BOX 8005
Cary, NC 27512

No Show and Late Cancellation Policy

Definitions

  • No Show: A rider fails to appear at the pick-up-location for vehicle boarding and the driver has waited at least five (5) minutes within the scheduled pickup window.
  • Cancel at the Door:  A passenger calls to cancel the trip after the driver has already arrived during the pick-up window, or a passenger tells the driver the trip is no longer needed after he/she arrives during the pick-up window.
  • Late Cancel: A passenger does not call GoCary's reservation center to cancel at least 2 hours before the scheduled trip. 
  • Scheduled Time: The time for a trip pick-up agreed upon by both GoCary and the rider.
  • Pick-up Window: A time span of fifteen (15) minutes before and after the time when the vehicle is scheduled to arrive. (For out-of-town trips the pick-up window is 60 minutes.)
  • Suspension: The loss of transportation service on GoCary when trips may not be booked or performed for a temporary period of time. 

The Town of Cary's Mission is to "promote and support a high quality of life for its citizens" and to deliver the services in a cost-effective manner. Trips not cancelled in advance or missed by riders impact schedule adherence, other riders, wastes funding and impedes our ability to fulfill customer service goals.  Phone coverage is available from 7:00 a.m. to 7:00 p.m. to receive cancellations and assist with “trips in progress” at (919) 481-2020 ext. 3. Voicemail messages can be left outside these hours to cancel scheduled trips.  Trip cancellations can also be sent to D2D@mvtransit.com.

If a no show occurs on the first pick-up of the day, all later rides for the day are not canceled. Federal ADA paratransit regulation does not allow service providers to cancel trips without notification from riders or representatives. Failure to cancel remaining scheduled trips will result in additional no shows.

Riders who establish a pattern or practice of missing and/or late canceling trips that are within the rider’s control are subject to reasonable periods of suspension.

Penalties for No Shows and Late Cancellations

Riders who need to cancel a trip reservation are asked to please call (919) 481-2020 ext. 3 the day before the trip to cancel.  Cancellations received within 2 hours of a scheduled trip are considered late cancellations and cancellations received after the driver arrives at the pick-up location are considered cancel at the door.  If a passenger does not cancel a trip it is considered a no show.

The GoCary no show/late cancellation policy is in place to track passengers who habitually do not cancel scheduled trips at least the day before a scheduled trip or are not at pick up locations at the scheduled time. Passengers will be noticed when penalties have been assessed for no shows or late cancellations.

Penalty Assessment: GoCary tracks trip status for every trip booking. The following penalty points are assigned as:

No Show or Cancel at Door =  2 points

Late Cancel = 1 point

Suspension: Customers incurring the penalty assessment, as defined above, are subject to suspension for a reasonable period of time. Repeated violations of this Policy will cause the length of suspensions to increase. The following suspension periods shall apply to violations of this Policy that occur within a rolling 90 day period.

Points

Minimum

% of trips

Penalty

6

10

7 day suspension

12

10

14 day suspension

18 or more

10

30 day suspension

Please note that prior to a suspension a written notice will be provided from GoCary and all trips, including subscriptions, will be cancelled during the suspension period.

Notification and Right to Appeal
Individuals have the right to a notice and appeal prior to a suspension based on violation of the No Show and Late Cancellation Policy.

Individuals will receive written notice of policy violations. The notice advises the individual of the right to appeal the assessment of any points for no-shows/late cancellations and/or suspensions of service by submitting a letter of appeal to the Town of Cary Transit Division, address below. Individuals will have 10 business days from the date of the written notice to submit their appeal. The individual has the right to request the opportunity for an informal in-person hearing prior to a decision.  The Transportation & Facilities Department/GOCARY will reach a determination within 10 business days of receipt of an appeal or the date of the hearing, whichever is later. All individuals who appeal will receive a written notice of the appeal decision.

Send appeals to:

Town of Cary Transportation & Facilities Department/GoCary 
P.O. BOX 8005
Cary, NC 27512

A suspension will not be implemented during the 10 day period in which an appeal may be filed or while an appeal decision is pending.

GoCary Contact Information

For general information on trip scheduling, reservations, or cancellations, please contact:

GoCary Operations Center staff at (919) 481-2020 ext. 3.

For system complaints, suggestions, or recommendations please contact Town staff at (919) 469-4086 or email YourRideMatters@townofcary.org.

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