How to Ride with CG Link

When you schedule your trip, you will be given a 20-minute “be ready window”, also known as the on-time pickup window. For example, if your appointment is at 9:00 a.m., your “be ready window” is 5 minutes before 9:00 a.m. or 8:55 a.m. and 9:15 a.m. after. An exact time is not possible, as Drivers are picking up and dropping off other passengers on their way to you. It is very important that you are ready within the 20-minute “be ready window”. If the vehicle doesn’t arrive within the 20-minute window, call Dispatch for an update.

The CG LINK public transit service provides safe, convenient, and reliable service. In order to maintain a service that is welcome to all, we want all passengers to feel safe. The following Bus Rules are a code of conduct to ensure a safe and positive riding experience. Violations of the Bus Rules are not tolerated and are cause for removal from the service.

• No Eating, Drinking, Alcohol, Smoking, or Vaping on the Bus. 
• Must wear shirts and shoes at all times. 
• All riders must pay the applicable fare to use the service. 
• Riders are expected to treat other passengers with respect and courtesy and abide by the Bus Rules. 
• Littering is prohibited on all CG LINK property. 
• Large-sized carts, shopping carts and bicycles are not permitted inside vehicles. 
• Strollers should be placed so they do not block the aisle. 
• Bicycles are to be placed on the exterior storage racks. 
• Riders may not remain in vehicles after they have reached their destination. 
• Fighting, harassing, disturbing nor interfering with the Driver, bus equipment or other passengers is not permitted. 
• Children under the age of 11 and younger may not ride alone and must be accompanied by a responsible adult. 
• Possessing flammable, explosive, or hazardous material is prohibited. Using a match, lighter or torch is prohibited. 
• Passengers should use electronic devices in an appropriate manner that does not interfere with the quiet enjoyment of other passengers. Audio and visual devices, including radios, CD players, iPods, MP3 devices, mobile phones and other similar devices must not be audible to other passengers. 
• Mobile phone conversations should be conducted quietly in a manner that does not disturb other passengers. 
• Loud sounds or behaving in an unreasonably loud or highly disruptive to others is prohibited. 
• All animals, except Service Animals, must be carried inside an enclosed and secured cage or carrying case small enough to fit on the passenger’s lap, and must not endanger or disturb other passengers.

CG LINK vehicles are equipped with lifts and/or ramps. Accessible vehicles are used to transport both ambulatory riders and passengers that require to board the vehicles via a lift or ramp. 

CG LINK vehicles will accommodate an ADA defined common wheelchair. Oversized mobility devices or devices with heavy battery packs may not be transportable. Please contact the Dispatch Center in advance of your trip to determine your mobility devices specifications.

Drivers can wait up to 2 minutes once the vehicle has arrived. If you are not ready or we cannot find you, then Drivers may have to leave, and you may miss your ride. Please call Dispatch to let us know you are not ready and whenever possible your pickup time might be adjusted.

A Late Cancel happens when the vehicle arrives at the scheduled pickup, and you cancel with the driver on the spot. 

No Shows and Late Cancels that could have been avoided with a timely cancellation call reduce the efficiency of the service and cause delays for other passengers. If you are not able to keep your trip, we advise that you cancel your trip as soon as possible. No Shows, also known as Late Cancels, that are beyond your control are excused. However, if you have attained three unexcused No Shows or Late Cancels within a 30-day period, a review of your travel record is conducted. A warning is sent to you if you accumulate three No Shows or Late Cancels within a 30-day period. The letter will detail each recorded No Show or Late Cancel, and your travel with CG LINK will be restricted or suspended for a period of time. You may contact Customer Service to discuss the matter and explain if any of the recorded No Shows which were beyond your control.

CG LINK is a shared ride service, meaning other passengers may board or exit the vehicle before you reach your destination. This means your trip may take longer to reach your destination than if you drove there directly. We encourage passengers to carry any medications with them in case their ride time is delayed.

CG LINK vehicles have a distinctive, colorful graphic design. In addition, the CG LINK Rider App and/or SMS push notifications will provide the vehicle number and your driver’s name.