Frequently Asked Questions

Below you'll see what we've identified as the most frequently asked questions by our customers, addressing everything from lost items to real-time information.  

Local Bus Service

How do I know which bus I should take?
There are a few ways to determine which bus you should take to your destination. You can use the Quick Trip Planner on the right side of your screen, Google Maps or call customer service center at 317.635.3344. Another way is to start by viewing our system map to determine the best route(s) that can get you closest to your destination. From there, you should consult the respective individual route map(s) for schedules and major route stops.

If I use the Route 8 to get to the airport, what is the luggage limit on a fixed route bus?
Route 8 is one of our busiest routes. Therefore, if you are traveling to the airport, we ask that you please limit your luggage to what can fit on your lap and directly in front of you. This rule of thumb would also apply to other routes.

How do I request a new route?
If you would like to request a new route or have thoughts on how to improve a current route, please complete our online comment form or contact customer service at 317.635.3344. Please note we are working with a very limited budget at the moment and are unable to add new routes or increase the frequency of our current bus service. Furthermore, route modifications are determined through a lengthy process, which involves board-approved service standards.

What happens if I forget or lose something on the bus?
IndyGo is not responsible for lost items. However, our operators conduct regular sweeps of bus interiors. Found items go to our Customer Service Center for identification and return. We do not contact dispatch or buses regarding any lost items. After losing an item, you may claim it (if we found it, of course) the following business day at our Customer Service Center at 34 N. Delaware Street between 11:30 a.m. and 5:30 p.m. The Customer Service Center does not handle lost and found on weekends.

How safe are IndyGo buses?
All IndyGo buses are equipped with high-tech audio and video surveillance equipment to deter potential offenders and help identify any wrongdoers. Additionally, IndyGo partners with Marion County law enforcement and public safety agencies, meaning uniformed and undercover police officers ride IndyGo buses to ensure the safety of all passengers.

How do I report suspicious activity?
If you see suspicious or illegal behavior onboard an IndyGo bus or at a bus stop, please immediately report it to IndyGo personnel, or call 317.635.3344 or the law enforcement agency responsible for that jurisdiction. In case of emergency, please dial 911 for an immediate response.

Does IndyGo provide charter services?
We are unable to provide charter services. Federal transit laws state that federally-funded equipment and facilities may not be used to compete with private charter operations.

How can I find out if there is a delay affecting my trip?
You can call our customer service center at 317.635.3344. We also post route detours and delays on our Twitter page.

Can I eat or drink on the bus?
Eating and drinking is not allowed on IndyGo buses. Sealed and wrapped food and beverages may be transported, but not consumed. Beverages with screw tops and/or secure lids may be brought onto the buses, but alcohol containers must be unused and completely sealed.

Can I bring my cat or small dog on the bus if it is in a pet carrier?
Yes, but please make sure you keep the pet carrier on your lap.

Open Door Service

How do I apply for Open Door Service?
Open Door riders must meet the criteria established by the U.S. Department of Transportation under the American with Disabilities Act (ADA) of 1990. In order to apply for eligibility, individuals must do the following: complete the Open Door application , which is available online or by calling customer service at 317.635.3344; have a doctor complete the professional verification form, which is available online or by calling customer service; and schedule an in-person assessment with IndyGo, which includes bringing in the completed application and verification form. Once these steps are done, IndyGo will determine an individual’s eligibility.

What happens if I forget or lose something on the bus?
IndyGo is not responsible for lost items. However, our operators conduct regular sweeps of bus interiors. Found items go to our Customer Service Center for identification and return. We do not contact dispatch or buses regarding any lost items. After losing an item, you may claim it (if we found it, of course) the following business day at our Customer Service Center at 34 N. Delaware Street between 11:30 a.m. and 5:30 p.m. The Customer Service Center does not handle lost and found on weekends.

Fares and Passes

Can I buy IndyGo fare passes in advance?
There are four ways in which you can purchase IndyGo fare passes in advance. You can buy them via our online store, our customer service center at 317.635.3344, our retail location at 34 N. Delaware Street or at various community outlets such as PL$ Check Cashers, IUPUI and the DNR Customer Service Center. When purchasing online or by phone, please allow 10 business days for shipment.

How much does it cost to ride an IndyGo bus?
It depends on what IndyGo service you are utilizing. A single ride on a local service fixed route bus is $1.75 and a single ride on an Open Door paratransit bus is $3.50. Please note in order to use our Open Door service, you must be an eligible rider and schedule your trips in advance.

Can I pay for my fare on the bus?
Yes, you can pay for your fare on the bus using a fare pass or exact fare—our drivers do not carry any change. 

How do I go about getting an IndyGo Half Fare ID card?
IndyGo offers half fare pricing to seniors ages 65 and older, youth ages 18 and under and persons with disabilities. If you are eligible to receive half fare, please show the operator a valid IndyGo Half Fare ID Card, K-12 Student ID if 18 and younger or a Government issues Medicare Card. Those in need of a Half Fare ID card should visit our web site to download the necessary paperwork. Once completed, individuals should turn their paperwork into our Customer Service Retail Center at 34 N. Delaware where they can then purchase the Half Fare ID card for $2.

How do I obtain a refund for a fare pass that I have not used?
Unfortunately, IndyGo does not offer refunds or exchanges on any of its fare passes. However, keep in mind that our fare passes do not start to expire until they are activated on the bus.

How does it work when I purchase a 31-day pass?
Once activated on the bus, a 31-day pass offers unlimited rides on our fixed route service for 31 consecutive days.

Do children under a certain age ride for free?
Yes, children age 5 and under can ride free if they are with a fare-paying or pass-holding adult, limit two. Youth between the ages of 6 and 18 can receive half fare by showing a valid student ID or IndyGo Half Fare ID card to the driver.

Can college students ride for half fare?
Unfortunately, we do not offer half fare pricing to college students. However, IndyGo offers an S-Pass program for local colleges and universities. Participating colleges can purchase 31-day passes for their students at half the price, and then sell them to students at face value or a discounted rate.

Bus Stops and Shelters

What if people are smoking inside an IndyGo shelter?
IndyGo posts no-smoking signs in all of its shelters. However, we do not have the capacity to enforce this policy. To report smoking in an IndyGo shelter, please contact the Marion County Health Department at 317.221.2000.

My bus shelter has been damaged and/or needs cleaning?
If the shelter you use is damaged or needs cleaning, please notify us by completing our online comment form or calling customer service at 317.635.3344. Please note we are always looking for civic-minded individuals to get involved in our Adopt-A-Stop program, which helps keep litter off the streets and helps us build capacity for maintaining our stops.

How do I request a bus stop?
If you would like to request a new bus stop or have transit amenities, such as a bike rack or bench, added to a current stop, please complete our online comment form or contact customer service at 317.635.3344. Please note we cannot install bus stops and transit amenities everywhere. We have to make sure we follow ADA and City of Indianapolis requirements. Learn more about our installation guidelines.

How do I request a shelter?
If you would like to request a shelter, please complete our online comment form or contact customer service at 317.635.3344. Please note we have to follow ADA and City of Indianapolis requirements, which keeps us from accommodating every request.

 What is the Adopt-A-Stop program?
Our Adopt-A-Stop program is a great way to help the community and get recognition for it. The program’s ultimate intent is to keep litter off the streets and help us build capacity for maintaining our stops. Once you’ve adopted a stop, all you have to do is pick up any nearby litter, empty the trash can and replace its liner weekly, clean shelter windows (if applicable) as well as report maintenance issues or vandalism to IndyGo. So, in as little as 10 minutes per week, you can make a big difference.

Submitting Feedback

How do I leave a comment or suggestion?
IndyGo welcomes—and even encourages—all types of feedback. After all, it lets us know what we are doing right as well as understand what areas require improvement. To make an official comment, please complete our online comment form or call customer service at 317.635.3344. This formal process allows us to log the information into our customer database for sharing with the appropriate department(s). If your comment requires a response, please note follow-up may take up to 10 business days depending on comment volume or investigation time. You can also leave feedback on our Facebook and Twitter pages; however, this is not an official process so a response or forwarding of information is not guaranteed.

Technology

Why doesn’t IndyGo offer real-time bus information available to the public?
We have real-time data but in order to offer it to the public, we need to purchase a software platform that we currently don’t have funding for. However, we are aggressively applying for grants that could potentially allow us to further pursue sharing our real-time information.

Advertising

How do I advertise on IndyGo buses?
While IndyGo establishes its advertising guidelines, Clear Channel Outdoor oversees all forms of interior and exterior advertising on IndyGo's fleet. Contact Clear Channel Outdoor at 317.634.1900.

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