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Frequently Asked Questions
Reference the CG LINK service area page. The service area is located in southern Casa Grande, a 6 square mile zone, and serves residential areas, schools, stores, medical centers and much more.
CG LINK operates Monday through Saturday, from 7 a.m. to 7 p.m. We are closed on New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.
The Regular Fare, for individuals between the ages of 16 to 59, is $1.50 per one-way trip.
The Reduced Fare is $1.25 per one-way trip. Qualified Reduced Fare passengers are:
- Seniors aged 60 and older,
- A disabled person of any age,
- A Veteran with a valid ID card, or
- Youth between the ages of 6 to 15.
The Discount e-Pass is $27, a 10% discount, for $30 in travel value.
- Regular Fare Passengers: good for 20 one-way trips.
- Reduced Fare Passengers: good for 24 one-way trips.
Children aged 5 and younger ride free when traveling with a paying adult.
The preferred method is to pay when you schedule your trip using the CG LINK Rider App.
Drivers also accept exact cash fares. Exact fare is required, drivers cannot make change. Drivers are not permitted to accept tips or any other forms of gratuities. Instead, our drivers would love to hear, “Thank you!”
CG LINK is a curb-to-curb service, meaning we will pickup and drop off passengers at the curb in front of a home or other locations. If we cannot safely stop at a curb, then we will use the closest, safest location.
When you schedule your trip, you will be provided with a pickup window of 20 minutes. This means the vehicle is ‘on-time’ if it arrives anytime between the scheduled time and up to 20 minutes afterward.
An estimated time of arrival text notification will be sent to your smartphone to let you know when the driver is on the way to you. Another text notification will be sent when the driver has arrived. You can track your vehicle’s location in real-time from the Rider App.
You will receive a notification when your vehicle has arrived to pick you up. Your vehicle may arrive at any time within the pickup window and will wait for up to 2 minutes. As a courtesy to other riders and to stay on schedule, the vehicle will depart if you do not show up within the 2-minute waiting period.
Yes, the driver may pick up and drop off other passengers along the way. Drivers are not authorized to make unscheduled stops. You would be required to book a separate ride to travel to two different locations.
No, you will need to cancel the trip and reschedule your trip with the updated information.
Sorry, you have to complete the trip as scheduled.
If your vehicle is going to be late, you will receive a text message with an updated ETA in the Rider App, where you can track the vehicle’s location in real-time. You can contact the Dispatch Center at 520-509-6900.
Trips may be canceled in the Rider App or by calling the Dispatch Center at 520-509-6900. If you cancel within 2 hours of your scheduled trip it will be considered at Late Cancel. Passengers that repeatedly Late Cancel or who are No Show for their scheduled trips may be subject to booking limitations.
We understand that sometimes a No Show happens. A phone call into the Dispatch Center would be appreciated. Passengers that repeatedly No Show or Late Cancel their scheduled trips may be subject to booking limitations.
To ensure that all passengers have the same access to schedule their trips, we have adopted this policy. Individuals with excessive Late Cancels and/or No Shows (trips canceled less than 2 hours from the scheduled trip time) will receive booking limitations.
Trips can be scheduled up to 7 days in advance. For example, a trip on a Tuesday may be scheduled as early as the Wednesday before.
Your trip must conclude before or by 7 p.m.
After your trip is finalized in the Rider App, you will be notified by text when the driver is on the way and when it has arrived. When scheduling with the Dispatch Center, the dispatcher will confirm the times with you over the phone.
If you have a disability, you may travel with a trained Service Animal that performs a specific function or functions. You must keep the animal under control, and it must not pose a threat to other passengers. If you travel with a Service Animal, you are responsible for any damage or injury caused by the animal.
Pets must be secured in an enclosed carrier to board, and you must be able to keep the carrier on your lap or between your feet on the floor.
Please indicate you are traveling with a Service Animal or pet when scheduling your trip.
Eating is not allowed inside CG LINK vehicles. Drinks must be in spill-proof containers. Passengers are permitted to drink bottled water or from a spill-proof container. Passengers with special needs are permitted to eat inside the vehicles but must notify the Dispatch Center in advance.
Smoking of any kind is prohibited inside all CG LINK vehicles. This includes e-cigarettes, vaporizers, or “smokeless” cigarettes.
Please be considerate of other passengers inside the vehicle and limit phone calls to emergencies.
Yes, vehicles are equipped with a bike storage rack at the front exterior of the bus. Drivers cannot provide assistance with loading/unloading. Bikes are not permitted inside vehicles.
CG LINK vehicles are shared spaces, and we ask all passengers to limit personal items to 1 piece or up to 3 grocery bags that can fit in the vehicle without obstructing another seat.
As soon as you realize an item is missing, please contact the Dispatch Center at 520-509-6900. We will contact your driver to look for the lost item. We will hold lost and found items for up to one month.
Drivers are employees of RTW Management and contract with the City of Casa Grande.
Drivers are subject to an array of background checks, including prior employment, criminal record, and driving record. They must also pass a physical health screen and a drug/alcohol screen.
Yes, CG LINK vehicles are equipped with “Samsara,” a dashboard camera system that records video and audio footage during your trip. It is used to analyze the vehicles’ movements and evaluate drivers’ performance relative to road conditions. The data is used to improve driver feedback and training, as well as incident documentation that helps to resolve customer disputes and offer proof of service delivery.
Yes, the vehicles are ADA-accessible.
When you schedule a trip with CG LINK, you are making a commitment to the system and the driver, and a schedule is created to accommodate your trip. If you are not able to take the ride, please cancel your ride as soon as possible.
Last minute No Shows and Late Cancellations will not receive a refund, and excessive Late Cancels or No Shows can result in limitations being placed on your ability to schedule trips in advance or a suspension of your account.
Submit the ‘Reduced Fare Application Form (PDF)’ to the City Transit Manager or by mail to:
City of Casa Grande
Attn: Transit Department
510 E. Florence Blvd
Casa Grande, AZ 85122.
Forms are available from CG LINK drivers, from www.CasaGrandeLINK.com, or you may request the Form by calling the Dispatch Center.
Follow the instructions and be certain to include your support documentation with the Reduced Fare Application. You will be notified when you are approved or if we have questions.
Yes, when scheduling your trip via the Rider App or by calling the Dispatch Center, all children regardless of age, must be identified as an “additional passenger”. Bring a car seat or booster seat for small children who need them. The car seat or booster must be secured by the accompanying adult.