Trans-AID Paratransit Service

Trans-AID is the Winston-Salem Transit Authority's ride-sharing transportation service for eligible riders who are elderly and/or have a disability that prevents them from riding the fixed route bus.

There are three types of certification granted to eligible Trans-AID clients:

Permanent certification — The individual is unable, as a result of mental, visual or physical impairment as defined in the ADA to get on, ride, or get off an accessible vehicle of the WSTA fixed route bus system, even with training.

Conditional certification — The individual can use or learn to use an accessible public transportation, BUT such a vehicle is not available on the route when the person wants to travel.

Temporary certification — The individual has a specific impairment-related condition (including limitations of vision, hearing or disorientation), which prevents travel to or from the Downtown Transportation Center or stop of the WSTA fixed route bus system.

A client may be determined eligible once the application and functional assessment review processes are completed. The determination for eligibility would mean that the van would come to the curb of the pick-up location. The driver can only wait five minutes for the client to come out to board the van. If the client does not come out to board the van, the driver is required to leave and the client would be considered a "no-show."

Each certified client will receive an Eligibility Determination Letter with certification expiration date and the Trans-AID Rider’s Guide.

Service Area
The service area for Trans-AID is the city limits of Winston-Salem, and up to ¾ of a mile from the nearest bus stop.

Reservations Process
Reservations must be made 24-hours in advance, or a client may schedule a trip up to 14 days prior to the desired travel date. Same day rides are granted upon availability, but not guaranteed. Once you are certified as a Trans-AID client, you may call: 336-727-2000.

• TRANS-AID does not operate on Sunday.

Pick-Up Time
Since Trans-AID is a "ride-sharing" service, the Trans-AID van can arrive as much as 20 minutes before and/or 20 minutes after the pick-up time that was given to the client at the time when he or she scheduled a reservation over the telephone. During this 20-minute window, the driver may be picking up or dropping off other clients along the way. Once the van arrives at your pick-up point, the operator will wait up to five minutes before leaving.

Cancellation Policy
Trips may be canceled by calling 336-727-2000 between 8 am and 5 pm no later than 60 minutes in advance. If you wish to cancel a trip for the next day and it is after 5pm, call 336-727-2000 up to 11:30pm. After 11:30pm, you may leave a message on the after-hours voicemail system to cancel a trip for the next day, or you may use the Interactive Voice Response (IVR) System to do it automatically using your client ID and PIN assigned to you upon registration for Trans-AID services.

Upon the occurrence of the “No Show”, the client will receive a notification letter from Trans-AID, notifying the client of the infraction. After a second reported “No Show”, the information will be documented in the client’s file and the client will receive a telephone call warning the client that further “No Shows” will result in suspension. If a rider accumulates three (3) “No Shows” within any 30 day period, Trans-AID service may be suspended for thirty (30) days. A suspension means that you will not be able to schedule or receive any rides during those 30 days.

Any trips with the following codes are considered “No Shows”:

CL – Late Cancellation: Client cancels 1 hour before pick-up time

CD – Cancel at Door: Client calls and/or vehicle is in front of client’s door

NS – No Show: Van was at the pick-up location and client was not there.

Trans-AID No Show Policy

Customer Service
Trans-AID reservationists are available Monday through Friday from 5:30 am to 11:30pm and from 6:00am until 6:30pm on Saturday to address concerns regarding the Trans-AID service.

TRANS-AID Fares (Effective July 10, 2006)

ADA / Elderly: Cash Fare - $ .50             Medicaid: Free (Must show Medicaid card)

Trans-AID Application Requests
To request an application for the Trans-AID service, contact : 336-727-2000.

Trans-AID Booklet
Trans-AID Appeal Process
Trans-AID Application for People with Physical Disabilities
Trans-AID Application for People with Psychiatric Disabilities
Trans-AID Application for People with Cognitive Impairments
Trans-AID Application for People with Seizure Disorders
Trans-AID Application for People with Visual Impairments

Fixed Route Service

Elderly and disabled passengers may qualify for half-fare bus passes for fixed-route transportation. To request an application for use of half-fare bus passes, contact WSTA ADA Coordinator at: 336-727-2000.

For eligible riders who are elderly and/or have a disability that prevents them from riding the fixed route service, WSTA operates Trans-AID, a paratransit service for elderly and disabled passengers. For information on how to qualify for eligibility to use Trans-AID services, contact the WSTA ADA Coordinator at: 336-727-2000.