1. Please be ready and on time and have your fare ready for the driver. Because of traffic, weather, and other unforeseen events,
we are sometimes delayed, but you do not want to be the cause of
further delays. We try our best to be there within your 30-minute
pickup window; if it looks like we will be delayed by more than 30
minutes ... we will call you provided we have a phone number where you
can be reached.
If you are to be picked up from a high-rise building, you will need to
meet us in the lobby on the ground level at your scheduled time. STS
only provides door-to-door service. This applies to the front door of
all residences and other buildings. STS drivers will not come into
your residence to assist you with anything you may need to do before
3. If you use a
wheelchair, and there is not a ramp at your home, someone must be there
to help you up or down the stairs. All STS vehicles are equipped with
800 lb. capacity wheelchair lifts.
4. This No-Show Policy is an
effort to encourage Special Transportation Service (STS) customers to promptly
notify the Charlotte Area Transit System (CATS) when they need to cancel a
scheduled trip. Failure to provide timely notice of cancellation or no notice
at all potentially impacts service to other CATS customers.
This policy has been put in
place to identify those STS customers who have established a pattern or
practice of missed trips.
Any customer who incurs
three (3) or more No-Shows or Late Cancellations in a calendar month will
trigger a review of their trips to determine if a pattern or practice exists.
No-Shows and Late Cancellations that occur due to circumstances that are beyond
the customer’s control will not be counted.
If a customer has a No-Show
or Late Cancellation for one trip and has one or more additional trips
scheduled on the same day, CATS will not automatically cancel the customer’s
subsequent trip(s). It is the customer’s responsibility to either take the
later trip(s) or cancel it/them in a timely manner to avoid being charged with
any additional No-Show.
Passengers that are found to
have a pattern or practice of No-Shows or Late Cancellations will be subject to
a suspension of service.
A suspension will begin
ten (10) calendar days from the date of the Notice of Suspension letter unless
an appeal request is received by CATS.
You will be allowed to suspend your subscription service for up to 15
days without losing your seat to someone else. If you need more time,
and you let us know before those 15 days are up, we will give you up to
15 more days, but 30 days is the maximum. After this period, if you do
not start riding again, your subscription will be canceled and you will
have to reapply when you are ready to start riding again. Subscription
riders who repeatedly cancel individual trips may lose their
may bring groceries and lightweight packages on board; the bus driver
can help you with up to 4 lightweight packages. If you have more than
that, we ask that you are considerate, bringing only what you and your
attendant or companion can handle yourselves.
7. If you use a wheelchair and are able to do so, you may transfer from your chair to a seat on the vehicle.
How you behave on our vehicles is important, and we will refuse
transportation for people who are disruptive, who pose a threat or
danger to themselves or to other passengers.
If you are using a STS Monthly Pass, you must have it with you on every
trip or you will not be permitted to board the vehicle.
10. You may bring personal portable oxygen bottles.
11. If you have a commendation or a complaint, call the STS Customer Service Manager at 704-336-6103.