GoDurham ACCESS Policies
Before riding with GoDurham ACCESS, we encourage you to review our policies.
Fare Policy
GoDurham ACCESS and Durham County ACCESS are free to ride until June 30, 2027. GoDurham Connect is free to ride until otherwise specified.
Cancellation Policy
If a customer needs to cancel a scheduled trip, they may do so by calling the GoDurham ACCESS (919) 560-1551.
Cancellations must be made at least one hour before the scheduled pick-up time.
If a customer calls to cancel a trip less than one hour before the scheduled pickup time or fails to notify the dispatcher of a cancellation, the van will arrive for the trip as scheduled.
If the customer is not at the designated pick-up point during the scheduled pick-up time window, the customer will be issued a “no show” for that trip.
No Show Policy
No-shows increase GoDurham ACCESS’s operational costs, wastes taxpayers’ funds and cause an inconvenience to passengers who are riding the van or who wanted to but were unable to book a trip during the time of the no-show. An unchecked pattern of no-shows encourages waste and mistreatment of the service and passengers. Therefore, it is important to identify those passengers who have developed a pattern and practice of accumulating no-shows, based on their frequency of use.
In order to be subject to a Warning or Suspension, a passenger must have booked eight (8) trips or more in a calendar month. Example: If a passenger books eight (8) trips and no-shows 25% or more of these trips during the calendar month, they will be in violation of the no-show policy and subject to the progressive corrective action plan.
A passenger will be subject to the progressive corrective action plan only if both the minimum number of trips booked and the minimum number of no-shows are reached during a calendar month.
All suspension periods will begin on a Monday. The length of a passenger’s suspension will adhere to the progressive corrective action plan described as followed:
| Violation | Length of Suspension |
|---|---|
| First violation in a rolling 12-month period | Verbal warning |
| Second violation in a rolling 12-month period | Final letter warning |
| Third violation in a rolling 12-month period | 7 days |
| Fourth violation in a rolling 12-month period | 14 days |
| Fifth violation in a rolling 12-month period | 21 days |
| Sixth violation in a rolling 12-month period | 30 days |
A trip cancelled in accordance with this policy, (i.e., more than one hour before the start of the pick-up window) will not be counted in the total number of trips booked, nor included in the Verbal or Final Warning Letter.
GoDurham ACCESS will retain records on passenger compliance regarding this policy. A Verbal Warning and copy of this policy will be issued upon the first violation. A Final Warning and copy of this policy will be issued upon the second violation. Further violation of this policy will result in suspension per the above schedule.
If a passenger no shows or late cancels because of circumstances beyond their control, they are to call GoDurham ACCESS Reservations or the dispatcher at (919) 560-1551 ext. 2 and explain the circumstance for the infraction. No shows or late cancels must be disputed within fifteen (15) business days after the end of the calendar month in which they occur. At this time the passenger can request the removal of the no show or late cancel. Any no show or late cancel that is found to be in error will be removed from the client’s account.
Right of Appeal
Anyone affected by the no-show policy is entitled to request an appeal. If a passenger disputes a suspension under this policy, they have the right to file an appeal. Appeal requests must be filed in writing per the instructions noted in the appeal section of the policy. If a passenger misses the appeal request deadline, that passenger’s service will be suspended on the date listed on the Suspension of Service Notification. A copy of the appeals process will be sent to the passenger along with the suspension letter.
GoDurham ACCESS complies with the Americans with Disabilities Act of 1990, available for review at fta.dot.gov.
Contact the GoDurham ACCESS ADA Specialist at (919) 560-1555, extension *36303 if you need further assistance.
GoDurham ACCESS Appeals Process
For customers who choose to appeal a suspension, steps must be followed in order listed below or you will lose the opportunity to appeal the suspension.
- To appeal your service suspension, you must make either a verbal or written appeal of suspension to the GoDurham ACCESS ADA Specialist. This must be done within 7 calendar days after the date of the “Letter of Suspension.”
- If you disagree with the decision made in Step #1, your appeal is sent for an automatic second review. This review will be made by the Transit Manager. You will be notified in writing of the Transit Manager’s decision.
- If you disagree with the decision made in Step #2, you may appeal the decision in writing to the City of Durham’s ADA Compliance Officer/Transportation Department. Your written request for appeal must be received by the City of Durham within 5 calendar days after the date of the written decision in Step #2, from the Transit Manager. The ADA Compliance Officer’s/Transportation Department Designee’s determination is final.
Personal Care Attendants (PCAs) / Companions Policy
A GoDurham ACCESS customer can have one companion in addition to a personal care attendant (PCA). A PCA is a person who has received prior approval to help you when you travel.
A companion (guest) is anyone that rides with you that is not a certified PCA. If the customer fails to notify GoDurham ACCESS, the companion may be denied the opportunity to make the trip.
There is no charge for PCAs; however, companions must pay the regular paratransit fare as determined by the current fare policy. You may schedule a PCA and/or companion(s) to travel with you as long as you have the same pick-up and drop-off points. You must call reservations at (919) 560-1551 to inform if a PCA/companion will accompany you or to get approval for a PCA. PCAs only ride free when accompanying the eligible rider for whom they provide PCA services, and must have the same origin and destination points (otherwise, they are not “accompanying”).
Inclement Weather Policy
Inclement weather, such as snow, ice or heavy rains can affect the ability to provide the GoDurham ACCESS service. If conditions make driving unsafe, it may be possible to provide only limited coverage.
In severe weather, service may be suspended until conditions improve. In such events, GoDurham ACCESS riders should tune to a local radio or television station for information, or wait for alerts via text message or on the GoDurham ACCESS app.
It is not necessary to call the GoDurham ACCESS dispatcher, unless the customer wishes to cancel their previously scheduled trip.
Safety Policies and Rider Conduct
The purpose of this policy is to ensure the safety, dignity, and comfort of all passengers, drivers, and staff. Respectful and safe behavior allows everyone equitable and reliable access to GoDurham ACCESS services.
This policy applies to all passengers using GoDurham ACCESS vehicles, facilities, and services. Compliance is always required, and violations may result in disciplinary action, up to and including permanent suspension.
A passenger’s right to transportation can be terminated by GoDurham ACCESS due to misconduct of the passenger as listed below.
A. Respectful Behavior
- No disruptive, threatening (verbal or non-verbal), abusive (verbal or physical), harassing, profanity, or sexual behavior toward passengers, drivers, or staff.
- No disturbing behavior including: loud conversation,profanity or rude insults, or operating any electronic device used for sound without an earphone(s).
- Must treat drivers, other riders, and GoDurham ACCESS staff with respect.
- Assault (verbal or physical) of a transit operator will be prosecuted under NC General Statute 14-33(c)(7).
B. Safety Requirements
- Always follow driver instructions.
- Passengers shall always remain seated and seat-belted while the vehicle is in motion. Mobility devices must be properly secured.
- Keep aisles clear and do not block or occupy multiple seats. Any bags brought on board must fit in the passenger’s lap or in a seat, including groceries.
- Passengers shall not interfere with the operation of the vehicle.
- Passengers are responsible to ensure brakes, batteries, and other parts of their mobility devices are in good working condition.
- Passengers must be able to operate power chairs safely.
C. Prohibited Items and Activities
- No weapons, drugs, open alcohol, smoking, vaping, chewing/dipping tobacco, flammable, or hazardous items
- Possess, use or sell any controlled substance.
- No eating, drinking, or use of speakerphones/loud music onboard the vehicle.
D. Accessibility and ADA Compliance
- Only service animals are permitted, in accordance with ADA guidelines.
- Drivers may assist passengers getting on and off the vehicle, if needed. Drivers shall not go into a passenger’s home or facility.
- There must be a direct accessible path and safe access from the vehicle to the door.
- There must be safe parking on a public roadway or public parking lot.
- The parked vehicle must not block or impede traffic.
- The driver must be able to maintain sight of the vehicle at all times.
E. Transit Property and Cleanliness
- Passengers shall wear clothing properly covering their upper and lower torso, wear shoes, and maintain good personal hygiene.
Consequences for Violations
Service may be suspended or terminated due to inappropriate, aggressive, threatening or abusive behavior toward other customers or WeDriveU employees; any illegal conduct; intentionally providing incorrect information during the reservation process such as the wrong customer name, ID, address, phone number, mobility device, or presence of PCA or companion(s); and non-payment of GoDurham ACCESS fare.
Procedures for Violations
First Incident: The General Manager or designee will meet with the passenger (and agency representative, if applicable) to explain the issue, outline corrective actions, and issue a written warning.
Second Incident: If disruptive behavior continues, the passenger and sponsoring agency representative (if applicable) will be notified a second time. A second written warning will be issued and the passenger will be suspended from riding privileges for 30 days.
Third Incident: A third incident may result in a permanent suspension of riding privileges by the General Manager. A written notice will be delivered to the passenger and, if applicable, the sponsoring agency.
Immediate Action: The General Manager or their designee may bypass violation procedures to ensure safety, including contacting law enforcement to remove disruptive passengers.