FAQ’S

Do I need to create an account to use the service?

No. You can book rides without creating an account by calling the dispatch center at (623) 777-4330. We recommend creating an account so that you can receive SMS updates about your ride, or be contacted if needed.

Can I create an account with a non-U.S. phone number?

Yes – on the account creation page of the app, change the flag that is on the left side of the phone number to the correct country.

Where can I travel with WeRIDE?

Trips are available within the Avondale zone (green) and within the Goodyear zone (pink). 

 

Both Goodyear and Avondale travel through a ‘shared’ zone on McDowell Road between Dysart Road and Litchfield Road. If your ride originates in this area, you can request a ride to a destination in either Avondale or Goodyear. To travel between Avondale and Goodyear, you must book two rides (for example, from Avondale into the shared zone, and then from the shared zone into Goodyear).

 

Trips are also available from both Avondale and Goodyear to: Banner Estrella Medical Center in Phoenix; the DaVita Dialysis Center on West Encanto Blvd.; and the Avondale Resource Center. These areas are highlighted in purple on the map.

What are the WeRIDE service hours?

We RIDE operates from 7:00 AM to 7:00 PM, Monday through Friday, excluding major government holidays.

How do I book a ride with WeRIDE?

You can book rides on your smartphone or tablet by downloading the WeRIDE booking app from www.book.weride.rideco.com. You can also contact the dispatch center by calling (623) 777-4330.

What are the fares on WeRIDE?

The standard one-way fare is $2.00 for passenger’s age 6-years and above.

Reduced fare is $1.00 for seniors over 60-years of age, veterans and disabled riders.

Estrella Mountain Community College and Franklin Pierce University students with a valid student ID pay $1.00

Children 5-years of age and under ride free with a fare-paying passenger age 16-years and above.

Valley Metro Platinum Pass users pay $1.00 with a valid Platinum Pass.

 

How do I pay my fare?

The preferred method is to pay when you book through the WeRIDE app. Drivers also accept cash fares. Exact fare is required, as no change will be provided.

Drivers are not permitted to accept tips or any other forms of gratuities. Instead, our drivers would love to hear, “Thank you!”

Do I need a smartphone and app to book a ride?

No, but downloading the We RIDE booking app ( www.book.weride.rideco.com ) is an easy and convenient way to manage your booking and rides. You can also call the dispatch center at (623) 777-4330 to book or cancel rides.

What is the age requirement for WeRIDE?

Anyone can ride We RIDE, though some restrictions apply. Those under the age of 16 need to be accompanied by another fare-paying passenger age 16 or older. Children under 6-years ride free, though those under 6-years of age and/or under 65 pounds will need to ride in a car seat provided and secured by the accompanying adult.

Will WeRIDE pick me up at my door?

In order to efficiently route vehicles and serve a high number of passengers, WeRIDE virtual stops are located throughout the zones; the app will direct you to a pickup and drop-off location within a short walk of origin and destination.

What is the pickup window?

Your ride booking will specify a time window of 10 minutes for pick-up. We advise you to reach your pick-up point before the start of your pick-up window. As it gets closer to the time of your ride, we will send you an updated ETA. You will also receive a notification when your vehicle has arrived. Updates are sent via SMS and the WeRIDE app. You can also track your vehicle’s location in real time.

How soon will I be picked up?

We aim to pick you up within 20 minutes of your requested time, however, the wait time will vary based on vehicle availability; your search will indicate the pickup windows for the best available ride options. 

As it gets closer to the time of your ride, we will send you an updated ETA. You will also receive a notification when your vehicle has arrived. Updates are sent via SMS and the WeRIDE app. You can also track your vehicle’s location in real time.

WeRIDE is a shared service that schedules rides dynamically and on-demand. The vehicles do not run on set routes and schedules, so we are not able to provide exact waiting times. When booking a ride, several ride options may be presented along with pickup windows and guaranteed ‘arrive-before’ times.

How long will the driver wait for me?

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 your co-riders and to stay on schedule, the vehicle will depart if you do not show up within the 2-minute waiting period. Drivers will not be able to wait at your drop-off location.

Will the Driver make stops along the way?

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.

If my trip is booked but I need to make a change before I’m picked up, can I edit my trip?

Sorry, you will need to cancel the booked trip and reschedule your trip with the updated information.

Can I change my destination once I’m on board the vehicle?

Sorry, you have to complete your trip. You can book a new trip while you’re on board the vehicle, but you may have to transfer to a different vehicle for the new trip.

What do I do if my driver does not show up at the scheduled time?

If your vehicle is going to be late, you will receive a text message notification and an updated ETA in the app, where you can track the vehicle location in real time. If you need additional help, you can contact customer service by calling (623) 777-4330.

How far in advance can I book a trip?

Rides can be booked up to 6-days in advance. For example, when booking a ride for Friday, you can book it as early as Sunday.

How late in the day can I schedule a trip if you close at 7pm?

Your trip must conclude before or by 7pm.

After I book my trip, when will I know my vehicle is on the way?

After your trip is finalized in the app, you will be notified by SMS Text when the driver is on the way and again when the driver arrives.

How do I note special instructions for the driver?

On the app, at the “Book a Ride” screen, there is a pencil icon under your “Pick-up Information” that allows you to “Add Special Instructions.”

 

 

 

Can I travel with a service animal or pet?

Service animals are always welcome, as required by law, and ride free of charge. All other pets must be secured in an enclosed carrier to board.

What if I have to cancel or I do not show up for my ride?

A trip can be canceled in the WeRIDE app or by calling (623) 777-4330. Users who repeatedly cancel or no-show rides may be subject to booking limitations.

Can I smoke or use an electronic cigarette in the vehicle?

Smoking of any kind is prohibited in your vehicle. This includes e-cigarettes, vaporizers, or "smokeless" cigarettes.

Can I bring food and/or drinks onboard the vehicle?

Eating is not allowed inside the vehicle. Drinks must be in spill-proof containers.

Can I use my phone while on a ride?

Please be considerate of other members in your vehicle and limit phone calls to emergencies during shared rides.

Can I bring luggage/personal items in the vehicle?

Your vehicle is a shared space, and as such, we ask everyone to limit any personal items to a single piece of luggage or up to 3 grocery bags that can safely fit in the vehicle without obstructing another seat.

Think of it this way - if the passenger who showed up before you had the same sized item and the car was at full capacity, would your item fit as well? If the answer is no, then we can’t guarantee we’ll be able to take you and your bag(s) on board.

What do I do if I accidentally left a personal item on-board? How long will it be kept?

As soon as you realize an item is missing, please let us know by calling us at (623) 777-4330, or by emailing us at www.book.weride.rideco.com , and we’ll get in touch with your driver to track it down!

We will hold items no longer than 10 days.

Have the drivers been background checked?

The WeRIDE drivers are NOT independent contractors. They work for a First Transit, who the cities of Avondale and Goodyear contract through to operate the service.  

Drivers are screened through an array of background checks, including prior employment, criminal record, and driving record. They must also must pass a physical health screen and drug/alcohol screen.

All of the Microtransit vehicles are equipped with “Drive Cam,” which is a dash camera system that records high-quality video and audio footage during your trip. It is used to analyze the vehicle movements and evaluate the driver’s performance relative to road events. It allows the company to provide improved driver feedback and post-drive training, as well as incident documentation that help resolve customer disputes and offer proof of service delivery.

Are there any no-show or cancellation fees?

When you book a ride with WeRIDE, 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 cancellations and no-shows will not receive a refund, and excessive cancellations or no shows can result in limitations being placed on your ability to book rides in advance or a suspension of your account.

What kind of vehicles does WeRIDE use?

Your RIDE will be provided in brand new Chrysler mini vans.  

Are the WeRIDE vehicles accessible?

Yes, the vehicles used for the service are ADA accessible.

How do I qualify for a reduced fare?

Seniors can show their state-issued ID or driver’s license. Veterans must show their VA ID Card, or state-issued ID proving their service. Disabled riders can fill out a reduced fare application on the WeRIDE website. Alternative formats are also available upon request.

How do I provide feedback regarding the service?

Feedback can be shared through the app at the end of the trip. Complaints and commendations can be shared with our Dispatch Center at (623) 777-4330, or by email to www.book.weride.rideco.com  (“Contact us” section).

What other modes of transit does WeRIDE connect to in Avondale and Goodyear?

WeRIDE connects with Valley Metro Regional routes 3, 17, 41, Zoom, 685 and Express routes 562 & 563.

 

 

The Federal Transit Administration has afforded protection for the public against discrimination through Title VI.  View the Title VI Circular.  Residents are able to contact this office directly to file any Title VI or discrimination complaints.  City of Goodyear is a sub-recipient to Phoenix and therefore follows the City of Phoenix complaint process on Title VI issues.  Complaint forms, Title VI procedures and the Title VI notice can all be found in the City of Goodyear Title VI Implementation Plan.

Notifying the Public of Rights Under Title VI

CITY OF GOODYEAR

The City of Goodyear operates its programs and services without regard to race, color, or national origin in accordance with Title VI of the Civil Rights Act of 1964. Any person who believes she or he has been aggrieved by any unlawful discriminatory practice under Title VI may file a complaint with the City of Goodyear.

For more information on the City of Goodyear civil rights program, and the procedures to file a complaint, contact Christine McMurdy 623-882-7806.

A complainant may file a complaint directly with the City of Phoenix Public Transit Department or the Federal Transit Administration (FTA) by filing a complaint directly with the corresponding offices of Civil Rights:  City of Phoenix Public Transit Department: ATTN: Title VI Coordinator, 302 N. 1st Ave., Suite 900, Phoenix AZ 85003 FTA: ATTN: Title VI Program Coordinator, East Building, 5th Floor-TCR 1200 New Jersey Ave., SE Washington DC 20590

 

If information is needed in another language, contact 1-800-752-6906.  Para información en Español llame: 1-800-752-6096.

Aviso al Público Sobre los Derechos Bajo el Título VI

CITY OF GOODYEAR

City of Goodyear (y sus subcontratistas, si cualquiera) asegura complir con el Título VI de la Ley de los Derechos Civiles de 1964.   El nivel y la calidad de servicios de transporte serán provehidos sin consideración a su raza, color, o pais de origen.

 

Para obtener más información sobre la City of Goodyear programa de derechos civiles, y los procedimientos para presentar una queja, contacte a Juana Garay 623-882-7925

 

Usted puede presentar una queja directamente con City of Phoenix Public Transit Department o Federal Transit Administration (FTA) mediante la presentación de una queja directamente con las oficinas correspondientes de Civil Rights: City of Phoenix Public Transit Department: ATTN Title VI Coordinator 302 N. 1st Ave., Suite 900, Phoenix AZ 85003 FTA: ATTN Title VI Program Coordinator, East Building, 5th Floor –TCR 1200 New Jersey Ave., SE Washington DC 20590