IndyGo Access Service Suspension Policies

Suspension Policies

Please be responsible and courteous to IndyGo Access Driver/Operators and fellow riders by doing the following:

1. Notify IndyGo as soon as possible if you need to cancel your scheduled trip. (See penalties for late notification below.)
2. Board the transit vehicle within five minutes of its arrival so it can stay on schedule.
3. Understand and abide by IndyGo Acess Rider Guidelines. View the IndyGo Access Rider Guidelines in Spanish.

How to Avoid Cancellation Penalties

Please note that late cancellations, cancelling at the door, or no shows for more than 11% of your trips within a calendar month will incur a penalty. Missing four or more trips in a month, regardless of what percentage of your month-total trips they represent, will incur a penalty.

To avoid penalties:

1. Don’t Cancel Late, and Don’t Cancel at the Door — Call to cancel at least two hours or more before your pickup window. Cancelling when the ride shows up or not having your IndyGo Access ID is considered a “cancel at the door” and is subject to penalties.
2. Don’t Fail to Show — Make sure you’re present within the pickup window, up to five minutes before and 25 minutes after a scheduled pickup time.

See “Suspension & Penalties” below.

Fraudulence

Please note that obtaining or using IndyGo Access under false pretenses or fraudulent misrepresentation, including making false or misleading statements on an eligibility application or allowing non-eligible individuals to ride using your IndyGo Access ID, could lead to suspension of your IndyGo Access service.

Suspension & Penalties

Applied penalties will be increase successively within a calendar year. On January 1 of each year, all IndyGo Access riders will have zero penalties.

1. First Penalty: Five-day suspension of service
2. Second Penalty: Seven-day suspension of service
3. Third Penalty: 14-day suspension of service
4. Fourth Penalty: 30-day suspension of service
5. Fifth Penalty: The Appeals Committee will decide your penalty on a case-by-case basis, depending on the severity of the infraction.

Suspensions will not be imposed for circumstances beyond your control, such as a personal emergency, sudden or worsening illness, job cancellations, changes to your work schedule, or a late arrival of your IndyGo Access ride.

In the case of a suspension, you will receive a letter that includes the dates of any no shows, late cancellations, or cancellations at the door, along with an appeal form. The form will also provide the date your suspension will begin if your appeal is unsuccessful.

You will have up to 14 days after the date of the stamped letter to appeal your suspension. If you do not appeal within 14 days, your suspension will begin on the date specified in the letter.

*All IndyGo Access materials are available in various formats, including Braille. Please contact Customer Service at 317-635-3344 for details.