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WeGo Access is a door-to-door, shared-ride public transportation service available to people with disabilities who are not able to use the fixed-route bus service. All Access vans are accessible and operate in conjunction with service times and areas of the fixed-route buses. Other vehicles such as a taxi may be used when Access vans are not available.

To determine eligibility, individuals must complete an application and demonstrate that because of a disability they are unable to use the fixed-route service for one (or more) of the following reasons:

Unable to independently ride a bus. This applies to an individual who cannot independently negotiate the fixed-route system. [Code (Section 37.123(e)(1)]
Unable to get on or off a bus. This applies to an individual who would have been able to use the fixed-route system if it were accessible (i.e., if a low-floor or lift-equipped bus is not available). [Code (Section 37.123(e)(2)]
Unable to get to or from a bus stop. This applies to an individual who, because of their disability, cannot access a bus stop to board the fixed-route bus and cannot access their destination after disembarking from a fixed-route bus. Eligibility is determined each time the eligible customer calls. Two important qualifiers to this category are included in the regulations. First, environmental conditions and architectural barriers not under the control of the public entity do not, when considered alone, confer eligibility. Inconvenience in using the fixed-route system is not a basis for eligibility. [Code (Section37.123 (e)(3)]

In some instances, ADA-eligible persons may be transported by paratransit vehicles to the transit center or to other points where they can access the fixed-route bus system. All WeGo buses are ADA accessible. Buses include a wheelchair lift or ramp and drivers announce major bus stops and street intersections. In addition, schedules and informational brochures are available online at WeGoTransit.com and in alternative formats, including audio tape and Braille.:

An individual may obtain full ADA paratransit certification without conditions, conditional certification, or temporary certification for Access service. An individual who is determined to be eligible for ADA paratransit without conditions can use Access service at any time service is available. An individual eligible for ADA paratransit for a temporary period or an expected duration of the disability can use Access service only during a specified time. If an individual’s condition changes or the disability continues beyond the certified time, Access will require a revised certification from the person's health care professional.

For a person who is eligible for ADA paratransit under conditional circumstances, Access service would only be available to the individual when the condition exists. The following are categories of conditional or temporary ADA paratransit certifications:

Path of Travel (conditional): Passenger is eligible for ADA paratransit trips when the interaction between the passenger’s disability and a specific environmental condition encountered in the path of travel would prevent the passenger from getting to or from the fixed-route bus stop for a particular trip. Such environmental conditions include curb cuts, distance to bus stop, street crossing, and/or sidewalk condition or absence.
Winter Months: Ice/Snow (conditional): Passenger is eligible for ADA paratransit trips only from November 15 through March 31. The above conditions may be used by Access to determine if and when they may be able to use the fixed-route bus.
Variable Disability (conditional): Passenger is eligible for ADA paratransit trips only on days when the passenger self-determines that his/her disability prevents use of fixed-route service.
Summer Months (conditional): Passenger is eligible for ADA paratransit only from July 15 through August 31. If their situation changes outside of this time period, they will need to contact the office for a re-assessment.
Training (temporary): Passenger is eligible for ADA paratransit trips for all travel during a period when travel training is available to them. At the condition of either the temporary period or the travel training, a final eligibility determination will be made. Failure to follow the training schedule could result in termination of service.

People interested in applying for Access service may call 615-880-3970 or download an application from WeGoTransit.com. An Access Eligibility Specialist is available to assist with the application process and to answer questions regarding eligibility. After the application and medical certification are complete, applicants should call the Eligibility Office at 615-880-3596 to schedule an interview. They should bring the completed application to the interview. A decision on eligibility for service will be made within 21 days of application and assessment. Applicants will receive a Certification Letter advising them of approval or denial of eligibility status and further instructions. After receiving the Certification Letter, the rider may begin to make reservations for service.

After your application is approved, you can schedule a ride by calling Access at 615-880-3970. Reservations can also be made online at WeGoTransit.com or by fax to 615-880-3294. Reservations are accepted from 6:30 a.m. to 4:30 p.m. Monday through Friday; 8 a.m. to 2:30 p.m. Saturday; and 10:30 a.m. to 2:30 p.m. Sunday. Reservations may be made up to seven days before the day of the trip and no later than the day before the trip.

Multiple rides may be scheduled at one time. Pick-up and return times may be negotiated within a two-hour window, one hour before and one hour after requested pick-up time. If a return trip is required, it must be scheduled at the same time the reservation is made. Access does not accommodate same-day changes or same-day trips.

If you have a change of plans and will no longer need your trip, you must call Access at 615-880-3970 to cancel your trip at least two hours in advance. Riders who consistently cancel their trips less than two hours in advance may be subject to a penalty, such as a temporary suspension of service.

If a rider misses a scheduled trip due to illness or an unavoidable circumstance, they should contact Access as soon as possible and explain their situation. The reason for the missed trip will be recorded, but the trip will not be counted as a no-show unless no-shows have become excessive. In the case when missed trips are excessive, the rider will receive a warning in writing and will be subject to a temporary suspension of service if the practice continues.

Access operates from 4:45 a.m. to 1 a.m. on weekdays and Saturdays and from 4:45 a.m. to 11 p.m. on Sundays. On the following holidays, Access operates service on a Sunday/Holiday schedule: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. On Martin Luther King Jr. Day, Access operates on a Saturday schedule. All subscription service is cancelled on holidays. If a subscription ride is needed on the holiday, call Customer Care at 615-880-3970 weekdays by 4:30 p.m. or by 2:30 p.m. Saturday and Sunday at least one day prior to the holiday.

The $3.70 fare is collected at each boarding, and the driver cannot make change. A change card may be provided on WeGo vehicles only for any difference in the fare cost. Supplemental providers do not provide change or change cards. Please have as close to exact change as possible. For convenience, 1-Ride Access tickets are available for purchase at the Elizabeth Duff Transit Center at WeGo Central (400 Dr. Martin L. King Jr. Blvd.), by phone (615-880-3970), or online at WeGo Transit.com. In addition, tickets may be requested via mail by sending the request to WeGo Public Transit, 430 Myatt Drive, Nashville, TN 37115. A shipping fee of $5.00 ($12.00 for certified mail or bulk orders exceeding 101 tickets) will be applied to all mail, phone, or online orders. For bulk ticket orders, please contact the Fare Media Administrator at 615-862-6142. There are no cash refunds on tickets, and there is no charge for children age four and younger.

You may use Access for any reason. Many riders use Access to go shopping, visit family, or run errands.

If you have qualified for a personal care assistant (PCA), this person may ride with you at no additional charge. The PCA must be picked up and dropped off at the same locations as the passenger, and the PCA must be at least 10 years old. If you would like to have another person ride with you who is not a PCA, then that person is considered an escort and will be charged the regular fare. If you have a PCA or escort, the Customer Care representative must be informed at the time you make your reservation.

Service animals are permitted to travel with Access passengers. Small animals that are not service animals must be in an enclosed cage to ride in the vans.

WeGo guarantees space for the customer, their PCA, and one escort. Others may ride as long as space is available. The Customer Care representative must be informed when you make your reservation. All children, except those age four and younger, are required to pay the full fare. Parents are responsible for providing a car seat for children age four and younger. Any child older than four who is not riding in a car seat must remain seated and use a safety belt. Children may not be held on an adult’s lap.

You may carry up to 10 bags or packages with the assistance of a PCA or escort. Bags or packages cannot exceed 20 pounds. Drivers are not required to assist in loading or unloading the bags or packages.

To quality for certification in Davidson County, ADA visitors are required to complete an ADA Registration Form for Davidson County in advance. After the visitor has registered in Davidson County, the visitor can use Access service for 21 days within a 365-day period, beginning on the first day of service. After 21 days of service, the visitor must reapply for certification. ADA visitors are encouraged to submit an application for Access service if they are planning to return to Davidson County within the year, frequently visit, or stay more than 21 days.

Access on Demand (AOD) is an additional service offered to Access customers, including those who require wheelchair-accessible transportation, giving them the option of booking a ride with the provider of their choice as few as 15 minutes in advance. Service operates from 6 a.m. to midnight Monday through Friday.

The service is provided by four providers: Mobility Solutions, Z-Trip, American Music City Taxi and Uber*. To schedule with Mobility Solutions, Z-Trip or American Music City Taxi, customers should call 615-862-5678 and select their provider. For Uber, trips must be booked via the Uber app* Please have your customer ID number ready. If you don’t know your customer ID number, please contact WeGo Access 615-880-3970 and a representative will be happy to provide you with the information.

A trip can be scheduled as little as 15 minutes in advance. Advance booking for up to 14 days out can be provided at the providers discretion. Fares start at $5 with WeGo paying up to the next $30 to the provider. Any amount more than a total cost of $35 is the responsibility of the customer. For example: if the total cost of the trip is $30, the customer pays $5 and WeGo pays $25. If the total cost of the trip is $40, the customer pays $10 and WeGo pays $30. Trips are paid at the time of booking by credit or debit card. For providers that accept cash, please inform the representative when booking a ride. Payment is due at the beginning of the trip. For Uber, trips are paid via the Uber app.

*For Uber, download the Uber app to your smart device. If you don’t have the $30 ride voucher, please contact WeGo Access at 615-880-3970, and WeGo will send you the link via text message within one business day. Follow the link, and the $30 will apply to trips booked on Uber X, Uber X share, and Uber X pet.

Customers may take up to 100 total AOD trips per month. One personal care attendant (PCA) and one guest can join you at no additional cost, but the dispatcher must be notified at the time of booking. Service animals may ride at no cost, but the dispatcher must be notified at the time of booking if a service animal will join you on the trip. If you use a mobility device, inform the dispatcher when placing your request.

If you need to cancel your AOD trip for any reason, contact the provider directly. Cancel Uber trips using the Uber app. If you have prepaid for your trip using a credit or debit card, the provider is responsible for issuing any credit.

At present, wheelchair-accessible transportation is exclusively provided by Mobility Solutions and Music City Taxi.

If the scheduled provider (e.g. a favorite driver) becomes unavailable, the customer shall be notified of the new driver and vehicle identifying information (name, license plate number, color, taxi medallion number, etc.) as soon as feasible.

Airport Service

This bus has scheduled stops at the Nashville Airport, WeGo Central, Lafayette & Wharf, and Elm Hill & Acorn. You may also catch the bus at any WeGo bus stop along the route.

Passengers can transfer between bus lines at Central. Transfers to routes 55 and 75 can also be made at the Lafayette & Wharf bus stop. For a complete list of our routes and schedules, click here. We also have a Customer Care Ticketing and Information window at Central where someone will help point you in the right direction.

No. If you need to connect to another bus, just request a transfer from the driver when you board. Transfers are good for two hours from the time you step on the first bus.

The front and side signs on the bus will clearly read 18 Airport, 18 Elm Hill, or 18 Airport Express. All Route 18 Airport buses depart from Bay 13 at Central.

Express trips take about 20 minutes and local trips take 35 to 45 minutes depending on traffic.

Exit the main terminal on Level 1, turn right, and follow the sidewalk and pedestrian canopy to Terminal Garage 2.The Ground Transportation Center is on Level 1. You can catch the bus within the Ground Transportation on Level 1 of the Terminal 2 Garage.

You can also find this schedule on this website, the Ticketing and Information Center at Central, the Nashville Downtown Library, and at other transit displays around town.

The cost is only $2 each way for adults, $1 for youth (age 19 and younger), seniors (age 65 and older), and people with disabilities.

Our entire fleet is ADA Accessible.

We do. However, on the following holidays, we operate on a Sunday/Holiday schedule:

New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving
Christmas

And on Martin Luther King Jr. Day, we operate on a Saturday schedule.
These times are also listed on all bus schedules.

For more information, please call Customer Care at 615-862-5950 from 6:30 a.m. to 8 p.m. Monday through Friday, 8 a.m. to 5 p.m. on Saturdays, and 10:30 a.m. to 2:30 p.m. on Sundays.

COVID-19

Yes, public transit is still safe to use. Of course, all traditional recommendations of washing your hands often with soap and water, covering your mouth and nose with a tissue when sneezing or coughing, refraining from touching your face with unwashed hands, and staying home if you are sick continue to apply.

Metro Public Health Department met with members of WeGo’s vehicle and facilities maintenance staff to go over our cleaning procedures to ensure we're doing all we should be to keep our employees and customers safe. Metro Health approved of all cleaning practices and measures we are taking to keep you healthy.

WeGo staff has increased the frequency of cleaning its buses and paratransit vans, specifically focusing on high-touch surfaces such as stanchion bars, window ledges, and pull cords, in addition to the farebox and dashboard area surrounding the bus operator. We have also dedicated staff to jump onboard buses as they pull in to Central to clean all the high-touch services in between trips. But bear in mind that while we have increased our cleaning and disinfecting efforts to focus on these areas, we still advise customers to avoid touching these areas – and if they do, to avoid touching their own eyes, nose, or mouth until they are able to wash their hands or use hand sanitizer to reduce exposure to germs.

For those who ride our regional transit services, be assured that both of our service providers – Gray Line (regional bus) and Transit Solutions Group (Star commuter rail) – have also elevated their cleaning and disinfecting efforts.

Cleaning and disinfecting have increased at WeGo Central, with high-traffic areas being cleaned three or more times per day. This includes benches, ledges, push buttons, trash cans, all doors and door handles, restrooms, elevators, escalators, chairs, and handrails. All enclosed public spaces are being disinfected nightly.

At Riverfront Station, all door handles, stalls, dispensers, and other high-touch areas are disinfected twice daily, with regularly scheduled deep sanitations via fogger equipment and electrostatic sprayers being increased.

Please keep in mind that to enhance our disinfecting practices both at our facilities and onboard our buses, staff are being reallocated from other duties such as shelter cleaning and trash removal. Please be patient and help in these efforts by reducing the trash you dispose of at your bus stops and WeGo facilities.

Metro Public Health Department leadership will contact us if it is determined that someone who has contracted the virus had contact with WeGo Public Transit service. As they conduct their investigation of the affected individual to track down any others potentially exposed, they will ask for information such as what route they were traveling, at what time(s) of day, etc. so we can help Public Health identify anyone else who may have been exposed.

At this time, WeGo continues to operate on an enhanced modified Saturday-plus schedule. Customers should sign up for WeGo’s newsletter (bit.ly/WeGoEmail) and follow us on social media (@WeGoTransit on Facebook and Twitter) for updates on any potential service changes as a result of COVID-19.

Per Metro Pubic Health Department Order No. 8, it is now required for everyone to wear a face covering when riding public transit. All operators have access to latex gloves prior to their shifts that they can wear while they drive, assist passengers with the farebox, and assist passengers with mobility issues onboard our vehicles. WeGo has increased the frequency of its cleaning and disinfecting of high-touch areas onboard vehicles and at facilities to decrease potential exposure to germs. Bus operators rely on members of the public to follow public health direction to not travel when sick, to wash hands frequently and thoroughly, and to cover their coughs and sneezes.

WeGo Ride

It’s pretty simple. Start by looking at the guide that most applies to you: employees’ guide or employers’ guide. Then reach out to WeGo by emailing Rick Rodriguez at [email protected]. Rick will be in touch to ask a few questions and see what works best for you based on your needs and budget.

Employees can:

enjoy a more responsible way to commute
cut their taxable income
reduce their monthly vehicle expenses
eliminate the need to find or pay for parking
avoid traffic jams and other people’s bad behavior
arrive at work more relaxed and better balanced

Employers can:

get a workforce better prepared to start the day
get a tax deduction for the expense
reduce the sunk cost of providing free employee parking
increase employee peace of mind
put a little more money in the pocket of their employees

No matter how you offer it, WeGo Ride is a powerful tool for helping you recruit, retain, and motivate employees.

It’s pretty simple. There are multiple ways we can bring WeGo Ride to your employees. Once you establish this commitment to your employees, you can integrate the program with your current employee ID, purchase monthly passes, and distribute or establish cost sharing with your employees. It starts with a conversation with us.

Lifeline Rides

This service should only be used by individuals who are unable to drive themselves and do not have someone else who could transport them.

Those in need of transportation should call WeGo Public Transit at 615-862-5950 and say that they need a ride to a testing facility. Trip reservation services are available between 8 a.m. and 5 p.m. Monday through Friday.
If you are experiencing an emergency, call 911.

Trip reservation services are available between 8 a.m. and 5 p.m. Monday through Friday. Trips can be reserved for pick-up times between 6 a.m. and 6 p.m. Monday through Friday, excluding holidays where WeGo Public Transit operates on a reduced schedule.

The service is provided by Mobility Solutions, one of WeGo’s third-party Access contractors, but is entirely separate from WeGo’s daily Access service.

Yes, vehicles are ADA accessible.

There is no charge for this service.

Yes. Riders may take one family member who lives in the same household. Riders with disabilities may travel with one Personal Care Attendant (PCA).

Drivers will provide door-to-door assistance for customers unless such assistance puts the health or safety of the driver or passenger at risk. Drivers will not accompany customers inside any building/residence.

Only specifically dedicated vehicles will be used for this service. Vehicles will be wiped down after each transport and receive deep cleanings daily. Each vehicle will also have other measures, such as protective barriers, installed for both drivers’ and riders’ safety.

No. Drivers will take riders directly to the testing site and directly home afterwards.

Hillsboro Transit Center

Transit centers are destination points that serve as hubs for riders. These hubs are essentially giant bus stops that have space for buses and people from several routes. You’ll also see amenities like ticket vending machines, covered waiting areas, space for your Uber pick-ups, and bicycle storage.

This project is slated to be completed early 2022.

While this project is being completed at the same time as the school’s ongoing renovations, this transit center is for any WeGo rider.

This stop sees more than 300 boardings a day. We expect this number to increase as more routes connect to this location.

This area is currently served by 7 Hillsboro Pike with future expansions of nearby routes, including 17 12th Avenue South.

Bicycle storage is a part of our Transit Design Guidelines because many of our riders rely on bikes for different part of their commutes, even if Hillsboro Pike doesn’t have dedicated lanes

While a parking area is not included in our building plans, there are areas for automobile pick-up and drop-off. This means space for your Uber, Lyft, or your uncle who’s taking you to the stop while your car is in the shop. However, our pick-up/drop-off area should not be used to access Hillsboro High School. Pick-up/Drop-off space is for WeGo riders only. A separate pick-up/drop-off space is available for those going to the high school.

The current shelter at Hillsboro High School uses 50 square feet of space. The new transit center will provide 1,000 square feet of covered space once finished.

Site designs were built using notes from public feedback and adopted policies from our Transit Design Guidelines.

Yes, security will open, close, and perform regular patrols through the space. Cameras will be installed and monitor the facility 24/7.

Yes, our facilities cleaning team will provide full-time staffing designed for proper treatment and maintenance.

WeGo Link

Right now, this service is available along 55 Murfreesboro Pike at Nashboro and Bell Stations and in the area around the stops. To see the exact service area and whether or not your destination is within the WeGo Link zone, check out our interactive map at wegotranit.com.

First, make sure your stop ends or begins at one Nashboro or Bell Stations and will complete within the WeGo Link zone. To use Uber, you’ll need to download a voucher the first time you use the service. You can do so here: t.uber/WeGoLinkAntioch. After that, book a trip like you would normally. The discount will be automatically applied to your trip as long as it its within restrictions. To use Mobility Solutions, call 615-844-3399 to book your trip.

You may choose to use Uber if you have experience using the service or have a smartphone. Mobility Solutions is best for riders who need wheelchair accessibility, would like to use cash for their trip, or are 17 years old or younger.

Yes, your trip must begin or end at either the Nashboro or Bell Station bus stops and be completed within the designated service area. This service is only available 5 a.m. to 8 p.m. Monday through Friday and 8 a.m. to 5 p.m. on Saturdays. It is not available on Sundays or Holidays. You must be age 18 or older to use Uber, per their restrictions. Riders age 17 or younger may use Mobility Solutions.

Most WeGo Link trips will only cost $2. If you use Uber, your price may increase if you book your trip during surge pricing or if your trip extends too far within the service area.

No. Riders will still have to pay or use their bus pass as they board the bus. The cost of WeGo Link only covers the Uber ride.

Yes. All trips must begin and end within the outlined area in the map below and must be made between 5 a.m. and 8 p.m. Monday through Friday, and 8 a.m. and 5 p.m. on Saturdays. This service is not available on Sundays or holidays.

Yes. Riders needing wheelchair access will need to book through Mobility Solutions at 615-844-3399.

QT Fare Updates

Effective October 1, 2023:

Only QuickTicket or exact cash is accepted on fixed-route service.
No change, change cards, or transfers will be given.

We will no longer be accepting the following:

Magnetic Fare
- Magnetic fare tickets/passes and change cards will no longer be accepted as valid fare.
- Valid fare will be QuickTicket or exact cash.
All-Day Passes
- All-Day passes will not be available for purchase on buses.
- All-day passes may still be purchased on QuickTicket.
Transfers
- Transfers will no longer be issued. Cash-paying customers will be required to pay for every boarding.
- Using QuickTicket, $2 fare is a 2-hour pass with no transfers needed.

Use it or lose it

Partially used passes must be used by September 30, 2023, or the remaining value will be lost.
Change cards totaling less than $2 must be used by September 30, 2023, or the value will be lost.

Fare exchange

Between July 1 and December 31, 2023, the following may be exchanged for QuickTicket equivalent value at the Customer Information Booth at the Elizabeth Duff Transit Center at WeGo Central:

Change cards totaling less than $2 must be used by September 30 or will be lost.
Value of change cards totaling $2 or more will be rounded up to next whole dollar and issued as stored value on a QuickTicket reloadable card.
Partially used passes must be used by September 30 or remaining value will be lost.
Partially used passes will not be exchanged.

For ticket inquiries, please contact [email protected].

When riding with QuickTicket, Best Value means you don’t worry about which pass to buy – you always get the best deal for the rides you take.

Add funds to your QuickTicket account (card or app). This is called “stored value.”
Simply tap your QuickTicket card or scan the mobile app at the onboard validator.
$2 for two hours of unlimited rides – no transfers needed.
Never pay more than $4/day or $65/month no matter how much you ride.

What are the dates to remember?

July 1, 2023 - December 31, 2023 | Fare exchange program
September 30, 2023 | Last day to use partially used passes and change cards under $2
October 1, 2023 | QuickTicket or exact cash required on WeGo fixed-route service.

How to Ride

People can go to WeGoTransit.com, visit Customer Care at the Elizabeth Duff Transit Center at WeGo Central in downtown Nashville, call 615-862-5950, or check out the Transit app and Google for route schedules and maps.

All bus and train fares are sold through QuickTicket, WeGo’s fare payment system. QuickTicket is available as a reloadable card or a smartphone app and may be used on most WeGo routes, services, and vehicles. Please note, QuickTicket is currently not available for Access trips.

To purchase fare or find out how to use QuickTicket, please visit QuickTicketTN.com.

2-hour unlimited: $2.00

Full Day: $4.00

Full Calendar Month: $65.00

1-Ride (Exact cash only. No change or transfers given) $2.00

WeGo local service buses are fitted with an easy-to-use bike rack. Each bike rack can accommodate two bikes and are available on a first-come, first-served basis. WeGo buses operated by Gray Line of Tennessee also can accommodate bikes in their luggage compartments. Bikes are also allowed on the WeGo Star.

E-bikes can be placed on the front bus rack provided they weigh 55 pounds or less and have a maximum tire width of two inches. Foldable e-bikes are allowed onboard buses but must be safely stowed. There are no weight or tire size restrictions on the Star but passengers must provide their own securements.

Youth, seniors, persons with disabilities, and Medicare cardholders may be eligible for discounted fares. Apply for a Discount ID in person at WeGo Central.

Discounts will not be applied to fare pricing until the rider has a Discount ID.

Children 4 years of age and younger ride for free.

Contact Customer Care at WeGo Central or call 615-862-5950

Email [email protected]

Yes, we have routes that stop near many of the most popular attractions. Visit the website to plan your trip: Connecting People | WeGo Public Transit (wegotransit.com)

The requirements and application can be found at Access - Transit Services | WeGo Public Transit (wegotransit.com)

The Transit app provides tracking for WeGo buses. It can be found in your app store.

Yes, the list can be found here: Park & Ride - Transit Services | WeGo Public Transit (wegotransit.com)

We post information about major disruptions on our social media channels and on the alerts page of our website: Alerts - Ride | WeGo Public Transit (wegotransit.com)

Transit Services Access

In 1990, the Americans with Disabilities Act (ADA) was signed into law. As a major piece of civil rights legislation, the ADA protects the rights of all people without regard to their disabilities. The ADA specifies all individuals have a right to be able to use available public transportation and requires that individuals who are not able to independently ride public buses be provided with an equivalent service for their transportation needs within the established service area.

This equivalent service (ADA paratransit) is provided to persons who, because of their disabilities, are unable to independently ride a bus. ADA paratransit must be provided within the same geographic service area and during the same service hours as fixed-route bus service. The maximum fare a public transportation provider can charge for standard ADA paratransit service is twice the adult one-way bus fare. WeGo Access is WeGo Public Transit’s ADA paratransit service.

Reservations must be scheduled by 4:30 p.m. on weekdays and 2:30 p.m. on Saturdays, Sundays, and observed holidays and must be made with a next-day to seven-day advance reservation. Multiple rides may be scheduled with one call. If a return trip is required, the return trip must be scheduled at the same time the reservation is made. Access does not accommodate same-day changes or same-day trips.

A Customer Care representative or scheduler may need to negotiate the pick-up and return times within a two-hour window – one hour before and one hour after the requested pick-up time. In order to reserve your trip, the following information must be provided:

First and last name
Date of the trip
Home address
Complete address (including the business name and building) and zip code of the pick-up and drop-off locations.
Expected arrival time at the destination (appointment or work schedule) or the pick-up time
Departure time for the return trip or if the trip is one-way only
If you have a PCA or escort riding with you
If traveling with a mobility device (i.e., wheelchair, scooter, walkers.) or service animal

When booking a reservation for appointments, allow adequate time to be ready to board the vehicle at the scheduled pick-up time. Be aware of opening or closing times at a business to avoid waiting outside the building before or after business hours. When scheduling trips, consider the following:

Allow adequate time to reach your destination;
Allow extra time for pick up and drop off of other passengers before reaching your destination;
Allow for traffic conditions and weather delays;
Allow a minimum of 30 minutes from the end of the pick-up window, even if you only need to be at a location a short period of time. The driver will not wait for you at any destination location after dropping off;
Be prepared to accept trip times up to an hour earlier or later than the preferred pick-up time. When the time of arrival is important (i.e., work, school, or doctor’s appointment), the required or appointment time should be provided instead.

If you are going to a doctor’s office or other medical appointment, let the person who is making your medical appointment know you will be using WeGo Access service. Ask them how much time should be allowed for the appointment. This will help you set your return time. It is your responsibility to determine with your doctor how much time to allow for the medical appointment. If you miss your ride home because you underestimated how long the appointment will take, you can call Access and reschedule for a later pick-up time. However, the needs of other customers may not allow Access to return immediately or at your expected time. Generally, a rescheduled trip could take up to one-and-a-half hours before Access is able to return a second time.

There is a 30-minute pick-up window at each pick-up location. Passengers must be ready to board the vehicle within the 30-minute pick-up window. When the vehicle arrives, it will wait five minutes before it leaves. If the passenger does not board the vehicle, the passenger will be marked as a no-show, and the van will leave.

For example, if your pick-up window is between 10:00 a.m. and 10:30 a.m., the vehicle can arrive anytime (i.e., 10:05 a.m.) during that 30-minute window, even if you have a routine trip. The vehicle will only wait five minutes and then leave. If the vehicle arrives at 10:05 a.m., it will leave at 10:10 a.m. if you are not at the location.

In some circumstances when your 30-minute window is adjusted more than five minutes from the confirmed time, you will receive a call with a new pick-up window.

The driver or dispatcher will not call the passenger in advance or advise that the vehicle has arrived. It is the responsibility of the passenger to be at the location when the van or overflow provider arrives. If you are unsure of your pick-up window, please call Customer Care at 615-880-3970.

Riders must wait as close as possible to the entrance of the pick-up location. The driver will go to the door or lobby of the location to alert the passenger of their presence. Access drivers cannot enter a building but will assist passengers from the door to the vehicle. If a rider needs assistance exiting the pick-up location or entering the destination location, a companion or PCA should be available to assist. For drop offs, the driver will assist the rider to the door of the location or as close as possible to the door of the location upon request.

If the pick up is at an apartment complex, nursing home, or adult program/day center, it is the rider’s responsibility to let the Customer Care representative know if there are any special instructions needed, such as security-gated entries, apartment building numbers, or multiple entrances to large institutions. Otherwise, the drivers will pick up and drop off at the main entrance or designated/predetermined points of entry. If the rider fails to inform the Customer Care representative of special instructions and the pick-up cannot be made, it will be recorded as a no-show.

Occasionally, vehicles may be late for a pick up. If the vehicle has not arrived by the end of a 30-minute pick-up window, call Access at 615-880-3970. WeGo will advise the rider of the status of the vehicle and what time to expect its arrival. If a ride is late and it is after hours, the call wiill be transferred to a dispatcher. If reservations are needed for another day or they need assistance with any other business not related to a late vehicle, they must call during regular business hours.

The service is provided by four providers: Mobility Solutions, Z-Trip, American Music City Taxi and Uber*. To schedule with Mobility Solutions, Z-Trip or American Music City Taxi, customers should call 615-862-5678 and select their provider. For Uber, trips must be booked via the Uber app* Please have your customer ID number ready. If you don't know your customer ID number, please contact WeGo Access 615-880-3970 and a representative will be happy to provide you with the information.

*For Uber, download the Uber app to your smart device. If you don't have the $30 ride voucher, please contact WeGo Access at 615-880-3970, and WeGo will send you the link via text message within one business day. Follow the link, and the $30 will apply to trips booked on Uber X, Uber X share, and Uber X pet.

At present, wheelchair-accessible transportation is exclusively provided by Mobility Solutions and Music City Taxi.

Passenger assistance – Driver assistance does not include the following:

Assisting passengers on unsafe or steeply inclined mobility ramps or stairs;
Locking/unlocking doors or activating/deactivating alarms to any facility or residence;
Handling service animals;
Handling the controls of electric wheelchairs or scooters;
Providing medical treatment;
Scheduling trips, changing current schedule, confirming future trips, and purchasing tickets;
Carrying groceries or packages; or
Escorting a passenger after entering a building or residence. (Passengers will be escorted to the door/lobby of a building or the residence.)

Use of wheelchairs and other mobility devices – Access will make every attempt to accommodate wheelchairs, scooters, and other mobility devices. However, for safety reasons, Access strongly recommends that wheelchairs and similar devices be equipped with working brakes. Please be sure that wheelchairs, scooters, and other mobility devices are clean, safe, and in good working condition before using the Access service. Individuals who cannot board the vehicle using the steps may use the wheelchair lift upon request.

Securing of wheelchairs and other mobility mevices – Access will make every attempt to secure standard wheelchairs and scooters. If it is too difficult or impossible to secure the wheelchair or mobility device, the van driver may suggest that the rider transfer to a van seat, if it is possible for the rider to do. It is the rider’s choice to transfer or remain in their mobility device. The Federal Transit Administration (FTA) has advised that the ADA does not allow transportation to be denied if the mobility device cannot be secured.

Secondary mobility aids – These are limited to portable devices, such as walkers, crutches, canes etc., and cannot exceed 10 pounds total. The device must be secured either: (a) next to the rider, without overhanging the aisle or (b) in the rear of the vehicle. Operators shall assist in the loading and unloading of the device. WeGo Public Transit is not responsible should any damages occur to the secondary mobility device.

Use of safety belts – WeGo requires all passengers to wear a safety belt while the vehicle is in motion. Refusal to wear a safety belt will result in refusal of service.

Use of portable oxygen – The ADA provides that transportation service must be provided to a rider who needs to bring along an oxygen bottle. For safety reasons, it is an Access policy to require the rider to maintain control of the oxygen bottle. If the rider cannot pull an oxygen bottle cart or carry or maintain control of the bottle by themselves, then the rider shall provide a PCA to perform those functions. When choosing to ride shared public transportation, it is the responsibility of the rider to select a size of oxygen bottle that they can control.

Subscription service – Subscription service is limited to riders who are unconditionally eligible and traveling to the same place at the same time for a minimum period of 30 days. Access will terminate any subscription service that is cancelled 50 percent or more of the time during any 30-day period or if there is a consistent pattern of cancellations for any part of the subscription.

No-Shows – The United States Department of Transportation (USDOT) ADA regulation allows transit agencies to suspend, for a reasonable period of time, the provision of paratransit service to customers who establish a pattern or practice of missing scheduled trips, also known as no-shows. The USDOT ADA regulation acknowledges that paratransit customers who repeatedly fail to appear for their pre-arranged rides can have a detrimental effect on operational efficiency, cost, and the quality of the service for other customers. However, the ADA does not allow transit agencies to base a suspension of service on any trips missed by a customer for reasons beyond his or her control, including trips missed due to transit agency error or delay. These trips are not a basis for determining a pattern or practice of missing scheduled trips or no-shows.

Under WeGo Public Transit’s Access No-Show Policy, a no-show will be logged on the customer’s record for the following reasons, with the exception of reasons not allowed under ADA regulations:

Ride cancelled with less than two hours before the beginning of the pick-up window;
Ride cancelled at the door or not cancelled at all;
Customer not ready to depart within five minutes after the vehicle arrives for pick up;
Customer cannot be located at the scheduled pick-up location.

Below are some circumstances WeGo will consider beyond the customer’s control:

Scheduled ride arrived outside the scheduled pick-up window;
Illness that precluded the rider from calling to cancel;
Personal attendant or another party who didn't arrive on time to assist the customer;
Customer was inside calling to check the ride status and was on hold for extended time;
Customer’s appointment ran long and did not provide opportunity to cancel in a timely way;
Another party cancelled rider's appointment;
Customer’s mobility aid failed;
Sudden turn for the worse in someone with a variable condition;
Adverse weather impacted customer’s travel plans, precluding the customer from cancelling in a timely way.

WeGo keeps customers apprised of recorded no-shows with a door hangar left by the operator or a call from an Access staff member. If a customer’s record forms a pattern or practice of excessive no-shows considered to be within the customer’s control, a suspension could be imposed. No-shows are tracked on a monthly basis according to the criteria below, with each month of excessive no-shows counting as an occurrence:

Five or more no-shows in one calendar month; and
15 percent or more of all scheduled trips are no-shows.

For example, a customer with five no-shows out of 25 scheduled trips in a month would receive an excessive no-show occurrence because he or she meets both criteria of 20 percent of their scheduled trips. However, a customer with five no-shows out of 50 trips would not, because he or she was a no-show on only 10 percent of his or her scheduled trips. Customers with fewer than five no-shows per calendar month will not receive an excessive no-show occurrence.

No-show penalties are calculated on a 12-month rolling period (by monthly occurrence):

First monthly occurrence	Warning letter
Second monthly occurrence	Five-day suspension
Third monthly occurrence	10-day suspension
Fourth and beyond monthly occurrence	15-day suspension and eligibility review

Prior to suspension, each no-show will be verified, and the customer will receive a phone call warning of the excessive no-shows. If the customer notifies the Access staff in writing within a reasonable period of time, the warning call will allow the customer to dispute the no-shows. If a suspension is imposed, the individual will receive a letter of the suspension and will have the right to appeal within 60 days of the suspension letter.

Appeal

Customers receiving a suspension penalty under the No-Show Policy have the right to appeal. A customer’s suspension letter will include information on the appeal process. Once the request for an appeal is received, a five-member Appeal Panel will convene. The Appeal Panel consists of two WeGo staff members, two Access stakeholders, and an individual with the Metro ADA Office.

Customers who appeal a suspension for no-shows will be permitted to continue to use Access service pending the outcome of the appeal hearing. All Access policies and procedures still apply. Customers will be notified by letter of the outcome.

Requests for an appeal must be sent in writing to the WeGo ADA Coordinator at the following address:

ADA Coordinator
WeGo Public Transit
430 Myatt Drive
Nashville, TN 37115

Customers needing this information in an alternative format should call the Access Eligibility Office at 615-880-3596. For more information, visit [email protected] or call 615-880-3970.

Return trip cancellations – Riders must cancel their return trip if they cancel or no-show the first part of the trip. They will receive an additional no-show for return trips that are not cancelled.

Denial of service – Riders, their PCAs, or companions traveling with riders who violate rules of conduct are subject to penalties, including suspension of service. Riders, their PCAs, or companions traveling with riders who engage in physical abuse or cause physical injury to another rider or the driver, or who engage in other illegal activities, may be subject to immediate and permanent suspension and possible criminal prosecution. Riders, their PCAs, or companions who engage in activity that disrupts the operation of the Access service may also be subject to a suspension of service. If a rider is disruptive to service, WeGo reserves the right to require that a PCA travel with the rider as an option to service suspension.

In addition, Access service will be denied to any person who poses a potential public health threat. The existence of excrement on clothes or on hands poses the potential for the spread of diseases like shigellosis. Contact with other body fluids, such as blood or vomit, poses an HIV or hepatitis B or C threat.

If the vehicle arrives for a pick up and the passenger or his or her clothing is soiled with feces, urine, vomit, blood, or the passenger displays a draining sore or an open wound, which is not dressed in a manner that prevents seepage of bodily fluids, the passenger has the following choices:

Re-scheduling the trip until they have cleaned themselves, clothes have been changed, or the sore or wound is dressed in manner to prevent the seepage of bodily fluids; or
Having the incident considered as a refusal of service.

In the case of re-scheduling the trip, a second vehicle will be dispatched when permitted by the daily trip load, and a no-show will not be recorded for the initial scheduled pick up.

In the case of a refusal of service, the driver shall seek prior approval from an operations supervisor/dispatcher before refusing service to any individual. If the operations supervisor/dispatcher determines that a potential threat to public health exists as described above:

Service will be refused;
No-show will not be recorded; and
Director of Operations or Director of Customer Care will give the person a letter explaining the reason for the refusal of service.

Recertification process
It is required that Access customers submit an application for recertification every three years or whenever certification expires (i.e., temporary disability status). At the appropriate time, Access will send a recertification packet to verify continuing eligibility. The packet will provide detailed instructions on the recertification process. A copy of the recertification application is online at WeGoTransit.com or a rider may call Customer Care at 615-880-3970 to request an application.

In the case of customers whose functional ability is not expected to change over time and as previously determined and approved by WeGo, a phone call to verify the customer’s status and information will be conducted instead of a full recertification process. This will help lower the cost of eligibility determination while maintaining an up-to-date register of Access customers.

Rider conduct
In order to ensure the safety and comfort of everyone, riders, their PCA, and any companion(s) traveling with riders must adhere to the following rules of conduct:

No eating, drinking (unless there is a specific need for food accommodation), vaping, or smoking while onboard the vehicle;
No riding under the influence of alcohol or illegal drugs as defined in the Code of Conduct;
No abusive, threatening, or obscene language or actions;
No deliberate fare evasion;
No physical or verbal abuse of another rider or the driver;
No operating or tampering with any equipment while on the vehicle;
No sound generating equipment shall be played on the vehicle, unless a headset or earphones are used;
No touching of any animal without the permission of the owner;
Baby strollers must be folded and stowed so as not to block the aisle or cause injury to persons on the vehicle;
Heads, arms, and other body parts must be kept inside the vehicle and objects must not be thrown from vehicle windows;
Passengers shall remain seated unless they are boarding or departing the vehicle;
Passengers must refrain from actions that divert or distract the driver from operating the vehicle;
Passengers may not transport car batteries, fireworks, flammable liquids, or propane bottles on transit vehicles.

For additional rules of conduct, please download the Code of Conduct brochure at WeGoTransit.com or call 615-880-3970 for a copy.

Appeals Process

Denied application, suspension or other penalties
The ADA requires that transportation providers establish a process for persons to appeal decisions if they are denied access to paratransit service. WeGo has established an appeals procedure for persons whose applications for paratransit eligibility are denied or for persons who have received suspension notices for other reasons.

An individual may file an appeal when Access denies paratransit service for any of the following reasons:

Denial of Eligibility;
Suspension resulting from excessive no-shows or cancellations; or
Suspension for seriously disruptive behavior.

A copy of the appeals process is available by calling Customer Care at 615-880-3970. Appeals for denial of eligibility must be made in writing and postmarked or emailed within 60 days of receipt of a denial letter. Send your Appeal for Eligibility Denial to:

WeGo Access Appeal Committee
WeGo Public Transit
430 Myatt Drive
Nashville, TN 37115
or email [email protected]

Access passengers who have received suspension notices for other reasons may request an Appeal Hearing. The appeal must be made in writing and postmarked or emailed within 10 days of the suspension or exclusion letter to:

WeGo Access
Attn: ADA Coordinator
430 Myatt Drive
Nashville, TN 37115
or email [email protected]

Denial of Eligibility for Access Service
The Access Appeal Committee will review the letter of Appeal and the corresponding file within 15 days to determine if the denial will be upheld, modified, or overturned. The decision of the Appeal Committee is final.

The individual can attend the hearing to address the committee in person or by phone. Access will provide free transportation to and from the hearing. If the person no-shows for the hearing, the person will be marked as a no-show and the hearing rescheduled. In the case of rescheduling, the hearing date may be more than 15 days from the date the request for a hearing was received. If this is the second request for a hearing after a no-show and the person no-shows again, the person will be marked as a no-show and the hearing will not be rescheduled.

Appeals for suspension or exclusion letter
The Chief Executive Officer (CEO) will review the letter of appeal and the corresponding file on the excluded or suspended individual to determine whether the exclusion or suspension will be upheld, terminated, or modified. The CEO will communicate his decision to the individual seeking the appeal in writing within 10 days of receipt of the letter requesting the appeal. The decision of the CEO is final.