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.

Passengers with disabilities and those who are elderly may qualify for the half-fare services program. To request an application for half-fare services, contact the WSTA ADA Coordinator at (336) 727-2000.

·        After WSTA has received your completed application and you are determined eligible for the half –fare program, you will receive a temporary half-fare ID card by mail. The green ID card will not have a photograph on it; however it can be used in along with a half-fare pass which must be shown to the operator when you board the bus.

·        Within a period of 30 days, you can be photographed for a permanent Transit ID card on the 2^nd floor of the Clark Campbell Transportation Center in the Mobility Management office.

·        Once you have received your permanent picture ID, you will be able to use public transportation at half fare; which is 50 cents. The ID card must be shown each time you board the bus.

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 7 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.

No-Show and Cancellation Policy
If a client fails to notify Trans-AID that they will not require transportation service for their scheduled or standby appointment and a vehicle has been dispatched for the individual, the client will receive a “No Show”. Trans-AID policy considers a trip a “No Show” if the rider…

• Places a request for service, but does not take the ride upon its arrival if the pick-up is on time

• Cancels a trip less than 90 minutes before the scheduled pick up time

• Is not ready to board within 5 minutes after the arrival of the vehicle

If the vehicle arrives early, the rider does not have to board until 5 minutes after the actual scheduled pick up time. Upon the occurrence of 3 or more “No Show”, the client will receive a notification letter from Trans-AID, notifying the client of the infraction. The information will be documented in the client’s file and the client will receive a written warning that further “No Show” will result in suspension. After 3 or more “No Show” have been reported within another 30-day period, the client will receive a suspension notification or telephone call and the information will be documented in the client’s file. A suspension means that you will not be able to schedule or receive any rides during a designated 30-day period.

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

CL – Late Cancellation: Client cancels less than 90 minutes 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 7:00 am to 5:30pm 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.

Fixed Route Half Fare Application Requests

Half fare bus application