Customer Service

How to Contact Us:

CATS Call Center: 704.336.7433 

Lost and Found: 704.336.3159

CATS Paratransit Service: 1-833-656-7699

You can also provide comments, suggestions, complaints, etc. by written communications through the following venues:

CATS Customer Service
600 East 4th Street
Charlotte, NC 28202

Email Us:

Customer Service: telltransit@charlottenc.gov

Carpooling: carpools@charlottenc.gov

Employer Transportation Coordinator (ETC) Program: etcinterest@charlottenc.gov

Vanpools: vanpools@charlottenc.gov

Transit Planning: planninggeneralcomments@charlottenc.gov

Charlotte Transportation Center:

If you are uptown or making a connection at the Charlotte Transportation Center, visit the center's information booth, located at 310 East Trade Street. You can purchase passes, get schedule information, help with connections and trip planning, purchase special IDs and speak with one of our customer service representatives.

We are open during the following hours:

Monday through Friday: 5:30 a.m. - 7 p.m.
Saturday and Sunday: 7:00 a.m. - 11: 30 p.m. & 12:30 p.m. - 4:00 p.m.

Holiday Service Schedules
New Year’s Day, MLK Day, Memorial Day, Independence Day, Labor Day, the day after Thanksgiving Day, and Christmas Eve will follow a Saturday schedule.
Thanksgiving Day and Christmas will operate on a Sunday schedule.

Lost and Found:

If you have misplaced an item, CATS provides a process to reclaim items turned in. With over 80,000 customer trips per day, CATS cannot stop each vehicle to look for misplaced items. However, items that are turned in are sent to the Charlotte Transportation Center on a daily basis and cataloged. To claim a lost item, visit the CATS Customer Service office located in pavilion A at the Charlotte Transportation Center from 8:00 a.m. to 5:00 p.m. Monday - Friday or give us a call at 704.336.3159.

CATS cannot guarantee that any or all items will be turned in. Because of the quantity of items left and turned in on CATS vehicles, we cannot keep them indefinitely. Thus, by using CATS property or services, you agree that any items found or delivered to CATS that are not lawfully claimed within 30 days will become property of the City of Charlotte and may be disposed of by law.

We are open during the following hours:

Monday through Friday: 5:30 a.m. - 7 p.m.
Saturday and Sunday: Pass Sale Hours 7:00 a.m. - 12: 00 p.m. & 1:00 p.m. - 4:00 p.m.
Holiday Service Schedules
New Year’s Day, MLK Day, Memorial Day, Independence Day, Labor Day, the day after Thanksgiving Day, and Christmas Eve will follow a Saturday schedule.
Thanksgiving Day and Christmas will operate on a Sunday schedule.

Call Center:

CATS customer service representatives are available to assist you in planning trips and hearing what you have to say. If you need to speak to a live person, we are available during the critical hours when service is operating. To speak with a customer service representative call 704.336.7433, between the following hours:

Monday through Friday: 5:30 a.m. - 7 p.m.
Saturday and Sunday: 7:00 a.m. - 11:30 a.m. & 12:30 p.m. - 4:00 p.m.

Holiday Service Schedules
New Year’s Day, MLK Day, Memorial Day, Independence Day, Labor Day, the day after Thanksgiving Day, and Christmas Eve will follow a Saturday schedule.
Thanksgiving Day and Christmas will operate on a Sunday schedule.

For Americans with Disability Act Complaints (ADA) concern, please contact us at:

Email: CATSCivilRights@charlottenc.gov

Call: 704.336.7433 and inform the customer service representative that you are making an ADA complaint.

Write: You may send your written correspondence to us at:

ADA Accessibility Coordinator
CATS
600 E 4th Street
Charlotte, N.C. 28202

One-on-one travel training works with individuals independently or in small groups (2-3 people) to receive an introduction into using CATS public transportation.  During this time, the instructor will take time to identify individual travel needs and goals based on what has been expressed by the customer. This will assist the travel trainer in making sure that the individuals participating in the training leave with the knowledge necessary to independently navigate the system.

Group travel training information is presented at different organizations and agencies.  The training session can last anywhere from 45-60 minutes and registration is required.  During the group presentation, individuals will learn how to navigate their travel experience from start to finish.