How to Ride IndyGo Access

Call IndyGo Access Reservations at 317-917-8747

• Monday – Friday, 6 a.m. – 6 p.m.
• Saturday and Sunday, 7 a.m. – 4 p.m.

PLEASE NOTE: You must call 1 to 3 days in advance of your trip to make an IndyGo Access reservation.

Please have the following information with you before making the call:

• Your first and last name.
• The date and time you want to travel.
• The address of your pickup and drop-off locations of both your desired pickup and drop-off the locations
• Addresses should include a suite and/or apartment numbers where applicable
• Entry codes for any security entrances.
• A telephone number to reach you.
• Whether or not you will have a personal care attendant (PCA) or companion. (Riders are allowed one PCA and one companion per trip, if eligible.)
• The age of any child riding with you on your trip.

PLEASE NOTE: The Julia M. Carson Transit Center can serve as an optional pickup and drop-off location. In most cases, pickups and drop-offs will take place at Bus Bay C.

Subscription Trips

Be sure to get your confirmation number(s). You may need this information for future reference.

Automated Help Line

IndyGo uses an Interactive Voice Response (IVR) Phone System to help IndyGo Access customers.

If you have a (317) area code phone number on file, you’ll receive an automated reminder phone call the evening before your scheduled trip. You’ll also have the option to cancel your trip during this phone call.

You’ll receive a second call 10 minutes before your scheduled trip to remind you of your pickup time. Automated calls will not be made for subscription trips.

You may also access a 24-hour information line to review trips for the current calendar week, cancel scheduled trips, or listen to special service messages. Call IndyGo Access Reservations at 317-917-8747 or Dispatch at 317-917-8758.

The automated system will ask for your IndyGo Access ID and your password. Your IndyGo Access ID and default password is the 5-digit number on your IndyGo Access ID.

IndyGo Access Rides Cost $3.50 Each Trip

IndyGo Access riders and their companions are expected to pay for every trip. If the IndyGo Access-certified rider has authorization to travel with a Personal Care Assistant (PCA), the PCA may ride for free. Children, age 5 or under, may ride for free.

Riders must pay exact fare on IndyGo vehicles (Driver/Operators do not carry money or make change) or present a Flexible Services Single-Ride Pass to the Driver/Operator. (See “Purchasing Passes” below.)

PLEASE NOTE: Riders will not be transported without a pass or fare. Checks, Medicare, or Medicaid will not be accepted as payment.

For current fare pricing call the Customer Care Center at 317-635-3344.

Purchasing Passes

There are multiple ways to purchase passes: 

• Online
• In-person at the Care Center Desk – 201 E Washington Street
• By filling out an order form and using a credit card number or money order payable to Indianapolis Public Transportation Corporation, then mailing the form to:
  • IndyGo Customer Care Center
    Julia M. Carson Transit Center
    201 E. Washington St.
    Indianapolis, IN 46204

• By calling the Customer Care Center at 317-635-3344 and using a credit card. (This is the only way to purchase taxi vouchers; see “Taxi Vouchers.”)

NOTE: IndyGo Access riders must add fare to their IndyGo Mobility app, NOT their MyKey card, to pay for rides for the agency’s paratransit service. If you have questions, or if you would like to add funds to your IndyGo Mobility account to ride IndyGo Access, please reach out to IndyGo’s Customer Care Center at 317-635-3344.

IndyGo Access Arrival Times 

The IndyGo Access pickup window is changing beginning Nov. 11, 2020. Your ride may arrive up to 15 minutes before and 15 minutes after your scheduled pickup time. For example, if your pickup time is scheduled for 8 a.m., your IndyGo Access ride may arrive anytime between 7:45 a.m. and 8:15 a.m.

Getting on Board

You will be expected to board within five minutes of the scheduled pickup time. If you are not on board within five minutes of arrival, the Driver/Operator will list you as a “no show” and leave.

All IndyGo vehicles are equipped with rider lifts that meet ADA specifications. IndyGo Access Driver/Operators can help riders maneuver their mobility aid onto the vehicle’s wheelchair securement area and will ensure the device is secure before moving the vehicle.

PLEASE NOTE: You must show your IndyGo Access ID when boarding. Riders without an IndyGo Access ID will not be picked up and the trip will be considered a cancellation at the door.

If you fail to show or cancel at the door, but still need other rides you might have scheduled for the same day, please call Dispatch to confirm you still have reservations for the remainder of your rides.

You may refuse a ride without penalty if it arrives outside of the 30-minute pickup window.

Local Routes are Half-Fare for Certified IndyGo Access Riders

Riders may ride local routes for half-fare ($0.85) by showing their valid IndyGo Access ID card to the Driver/Operator. Personal Care Assistants can accompany an IndyGo Access rider on a regular IndyGo local route, but must pay a fare.

All IndyGo transit vehicles are equipped with rider lifts that meet Americans with Disabilities Act (ADA) specifications, which means they’ll accommodate any mobility aid belonging to any class of three or more wheeled devices, usable indoors, designed or modified for, and used by, individuals with mobility impairments, whether operated manually or powered.

IndyGo transit vehicles are also equipped with wheelchair lifts or ramps, along with securement devices. All vehicles have “kneeling” capability, which lowers the height of the first step onto the vehicle. Any rider may request the use of the ramps or kneeling function, regardless of the rider’s ability.

Subscription trips are available if you regularly travel to the same destination (such as work, church, doctor appointments, etc.) from the same location on the same day of the week at least once a week.

You may have multiple subscription trips throughout the week.

Once a subscription trip has been reserved, you can simply call to cancel a trip for any given day.

Subscription trips may not be available for all trip requests, and IndyGo reserves the right to limit subscriptions based on federal regulations.

IndyGo asks that you cancel your trip at least two hours before your pickup time.

If you’re calling to cancel on the day of your trip, call Dispatch at 317-917-8758.

If you’re calling to cancel before the day of your trip, call IndyGo Access Reservations at 317-917-8747.

Know the Service Suspension Policies associated with cancelling your trip.