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Access Service FAQs

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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 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.

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.

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