Rider Guide & FAQs

Yes, you can book a ride on your phone with the Ride Pingo App. The app also features real-time GPS tracking for WAVE’s fixed routes, allowing riders to view live bus locations and see exactly when the bus will arrive at their stop.

Apple Google Play

For our deviated fixed route services, you can download our latest schedule but we highly recommend downloading the Ride Pingo App (Apple Google Play) so you can track the bus in real time. 

For our door-to-door service, you can call dispatch, email dispatch, or download the Ride Pingo App (Apple Google Play).

When booking your door-to-door ride, provide:

• Pickup & drop-off locations (specific entrances when possible);
• Desired arrival time or “depart after” time;
• Special needs or mobility devices; and
• Whether traveling with children, pets, a PCA, or any other people.

As a shared-ride service, travel time could be longer than expected and may include multiple stops. 

On-Time Pickup Window

• Be ready 5 minutes before your scheduled time, our scheduling software can give you an automated call or text when we are on our way.
• Drivers may arrive up to 15 minutes after the scheduled time.
• If the bus has not arrived within 15 minutes, call dispatch.
• If you have the Ride Pingo App, you can track the vehicle coming towards you when it is on its way.

Pick-Up & Drop-Off Procedures

• Riders must be ready at the main entrance doors unless otherwise arranged.
• Riders may be asked to show their ADVANTAGE Card or to verify their name before boarding.
• Drivers can assist to the first accessible exterior door but may not enter buildings or homes.

Cancellations

If something changes, please cancel your ride as soon as possible but at least two hours before your scheduled pick-up time.

Traveling with Children

• Children under 12 must be accompanied by an adult. 
  • We do have waivers for kids between 6-12 years old using the service to/from home only, an adult is required to ensure they board and exit.
• WAVE requires all children to be in a bus seat. If the child needs a car seat or booster seat, the parent must provide it.
• Strollers must be folded and stowed safely; they may not be used as a seat.

Traveling Independently

Youths and adults must be able to travel independently; if they are not able to do so, they must be accompanied. 

Personal Care Attendants

One PCA may ride free if listed on the rider’s eligibility file.

Pets & Service Animals

• Service animals are always welcome.
• Pets must be on leashes or secure carriers.

Bicycles

Most WAVE buses are equipped with bike racks (first come, first served). Riders are responsible for loading/unloading their bicycles.

Luggage, Packages & Oversized Items

• Oversized or excessive items may not be permitted if they block aisles or seats.
• Riders may bring a reasonable number of packages they can carry themselves.
• WAVE encourages the use of carts to hold groceries and errand items.

Travelers Using Oxygen

Portable oxygen tanks and respirators are allowed but must be secured at all times.

Transfers

WAVE often connects riders to neighboring systems, namely AAATA, JATA, CATA, and People’s Express. Please note fares are typically required to both transit agencies unless dispatch states otherwise. If you need help coordinating a transfer, please call WAVE and ask for dispatch or our Mobility Manager.

All our fares are fixed based on the distance you are traveling and if your municipality has helped offset the cost of the ride.

• Cash (exact change – Our drivers do not carry change)
• Monthly Pass found at https://ridethewavebus.org/bus-passes/
• Prepaid bus pass ($20 value from your driver)
• Ride Pingo app

People with disabilities, people 60+ years of age, low income, and children through 12th Grade receive a 50% discount on all fares.

Washtenaw County is covering the cost of 60+ residents – no fares!

Our booking partners at Feonix Mobility also can offer fare assistance when you book through them (Online | Android App | Apple App).

There may be additional fare assistance programs for your area, please fill out our registration form to ensure you get your discount: https://ridethewavebus.org/advantage-card/

Thanks to Washtenaw County’s Older Person’s Millage, all Washtenaw residents 60 years of age and older ride at no additional cost.

To verify you qualify, you do need to fill out our WAVE ADVANTAGE Registration form, found here: https://ridethewavebus.org/advantage-card/

It is highly encouraged for all riders, and required for those who need accommodations or to receive a discount on their rides such as:

• Youth
• Limited Income
• People with Disabilities
• Older Adults, 60+

Additionally, the information collected helps WAVE advocate to local units of government who sponsor much of the service provided as well as helps WAVE receive grant funds to support the services we provide.

WAVE ADVANTAGE Registration form, found here: https://ridethewavebus.org/advantage-card/

On our door-to-door service, the van or bus will wait up to 5 minutes for you! They will come up to your door and call you if they are concerned you haven’t come out yet before they leave.

On our fixed route service, we have another bus coming in a bit, please look at our schedules for timing. You are also welcome to call the office to see if there is a ride available, but we cannot guarantee that.

The Website, Facebook, and Instagram are the best sources for updates.

We ask that you limit your goods to two bags* on our fixed route services as our drivers cannot help you with your things, a full bus with limited space, and we have a strict schedule to keep. We recommend using a bus cart for your things.

On door-to-door runs, we have flexibility. Please ask the dispatcher if there will be space for more than two bags on your ride.

*Faith in Action pantry participants are always welcome to bring as many bags of groceries as Faith in Action gives you.

All lost items are brought back to the office. Please call the office if you are missing anything after your ride.

Yes, but we are limited by the state of Michigan which groups we provide rides for and when. Please call the office to request more information.

• All vehicles are wheelchair-accessible with lifts or ramps.
• Priority seating is available for older adults, riders with disabilities, and those needing assistance.
• Personal Care Attendants (PCAs) ride at no additional charge.
• Service animals ride at no additional charge.
• Assistance with boarding and exiting.
• Driver announcement stops are provided on fixed routes.
• English as a second-language translation tools, including cards and Google Translate, while in the vehicle.

Drivers cannot operate powered mobility devices on a rider’s behalf. Drivers are not allowed to physically lift riders.

WAVE complies with the Americans with Disabilities Act (ADA), so reasonable modifications will be made upon request. Eligibility may be unconditional, conditional, or temporary. Please discuss with your dispatcher and you will be asked to fill out our ADVANTAGE Registration Form: https://ridethewavebus.org/advantage-card/

Yes! And we won’t ask to pet them.

Yes, portable oxygen tanks and respirators are allowed but must be secured at all times.

Of course! Children 5 and under ride free, and there is plenty of room for your stroller to be tucked out of the aisle. We can use the lift to get you loaded onto the bus if that is easier too.

Your stroller may not be secured in the wheelchair location.

Your child may not stay in the stroller while the vehicle is in motion.

Rides for all include all ages! Children 12+ years old can ride without a guardian, however guardians may fill out this permission slip to allow children 6-11 years old to ride without them.

Most WAVE buses are equipped with bike racks (first come, first served). Riders are responsible for loading/unloading their bicycles.

Our drivers are Passenger Assistance and Safety Standards certified and soon all will be CPR and First Aid Certified.

For safety purposes, our drivers cannot touch you while you are getting on and off the bus, but they can help you with the lift or ramp, help with groceries, and make sure you get to the door of your destination safely, and other tasks.

Emergency Procedures

• In the event of a medical emergency, drivers will call 911 immediately.
• Riders should follow driver instructions during emergencies.

Inclement Weather Procedures

• If there are delays or closures due to inclement weather, WAVE will post on social media first, then send communications via phone call, text message, email, and other methods as our technology improves.
• If your road or driveway becomes unsafe for drivers to travel on (example: deep snow), the driver has the discretion to cancel the ride. Dispatch will call the rider to communicate and reschedule.

Schedule Changes

For the most up-to-date schedules, please visit our website (ridethewavebus.org) or request a paper schedule from your driver. When a planned scheduled change occurs, WAVE gives 2-4 weeks notice via on-the-bus notice and email.

Do not interfere—we do not want you to get hurt. Drivers will handle the situation based on their training, but please feel free to call WAVE office or the police—whichever makes you feel safer.

Alcohol, Controlled, or Legalized Substances

• Open containers of alcohol are prohibited by state law on public transportation.
• Controlled substances may not be consumed on vehicles.
• Riders using medical marijuana must comply with state law but may not consume it during trips.

Smoking, Vaping & Tobacco

Prohibited on all WAVE vehicles and at stops.

Eating & Drinking

Not permitted, except for medically necessary items (e.g., water, glucose).

Weapons & Fireworks

Prohibited on all WAVE vehicles.

Use of Cell Phones

Please keep phone conversations at a respectful volume.

Disruptive Behavior

Harassing, threatening, or disruptive behavior towards anyone is prohibited on all WAVE vehicles. Drivers have the authority to tell riders to get off the bus when this happens. Repeated behaviors may result in suspension.

If any damage is done to vehicles, mobility devices, or personal property, the rider with the disruptive behavior will be held responsible.

Riders’ Outdoor Animals:

Unfriendly or loose animals may prevent drivers from approaching a residence.

Rider Suspension Policy

A rider may be subject to suspension for, but not limited to:

• Repeated no-shows or late cancellations;
• Threatening, abusive, or harassing behavior towards anyone; 
• Unsafe behavior, including refusing to follow WAVE staff instructions,
• Use of alcohol, drugs, or smoking on WAVE vehicles, equipment, or property;
• Repeated violations of WAVE’s Rules;
• Fraudulent use of services or misrepresentation of eligibility. 

While most instances will result in a warning before suspension, a single severe instance may result in immediate suspension.

Rider Banned Policy

A rider may be banned for violence or the threat of violence, WAVE may or may not choose to involve the police to protect staff and other riders.

Grievance Procedures

If you have a concern or complaint:

1. Call (734) 475-9494, Press #3 to speak with the Transportation Supervisor.
2. If unresolved, submit a written complaint to WAVE management via ride@wavebus.org or mail to/visit our office:  12172 Jackson Rd, Dexter, MI 48130.

Appeals will be reviewed, and responses provided in writing.

To help ensure the safety and privacy of riders, drivers, and staff, WAVE vehicles are equipped with onboard cameras. These are used for safety, security, training, and incident review purposes as they record video and audio inside and outside of the vehicles. Footage is reviewed only by authorized WAVE personnel only when there is an issue to review.

With this in mind, riders may not take photos or videos of anyone while aboard without consent. Riders are welcome to take photos or videos outside of WAVE vehicles as long as they do not interfere with operations or violate the privacy of others.