Question 1

Can I bring someone along with me on CATA On Demand?

Accepted Answer

You can bring additional passengers with you on the On Demand bus.  We request you try to limit it to 2 additional passengers. Please note that each additional passenger costs $2.

Question 2

Why does the CATA On Demand ask me to walk to my pickup spot?

Accepted Answer

Our tech pairs riders heading in the same direction, meaning passengers might be getting picked up and dropped off throughout your ride. In order to keep things moving as quickly and efficiently as possible, we usually ask you to meet us at a nearby corner instead of right outside the address you entered. That way, the driver doesn’t have to make any detours that could slow things down.

Question 3

How do I know where to meet my CATA On Demand driver?

Accepted Answer

After you book a ride, the app will display your pickup spot — we’ll either give you the address or business name at your pickup spot to help you find it. Either way, there will always be a dotted line to show you how to get there!

Question 4

What happens if I cancel my On Demand ride?

Accepted Answer

If you cancel a ride, there’s no charge. However, please remember that CATA On Demand is a community service, and cancelling rides can impact other riders. If the driver cannot locate you after the waiting period, you’ll be charged a no-show penalty.

Question 5

What do I do if my CATA On Demand driver left without me?

Accepted Answer

If your driver leaves before you're able to board, book another ride through the app if needed, then email CATAOnDemand@canntran.com with the details of what happened. CATA will review your trip and determine whether a fare adjustment or other follow-up is appropriate.

Question 6

What do the On Demand vehicles look like?

Accepted Answer

All On Demand vehicles are branded with CATA's logo and colors and the destination sign will read CATA On Demand/Dial-a-Ride. Check the license plate and vehicle number to verify it is your ride.

Question 7

Are all the CATA  On Demand vehicles wheelchair accessible?

Accepted Answer

Yes!

Question 8

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

Accepted Answer

Once you start a ride, the destination cannot be changed. If you have not yet boarded the vehicle, you can cancel the ride and re-book with a new destination.

Question 9

Can I set a favorite location in the CATA On Demand app?

Accepted Answer

Yes. Customers can add Favorites from the main Ride screen (below the “Where To” box).

Question 10

Can I leave feedback for my On Demand driver?

Accepted Answer

Feel free to fill out the feedback screen in the app after your ride or send an email to: CATAOnDemand@canntran.com

Question 11

How do I reset my password for the On Demand app?

Accepted Answer

Open the app and select Get Started. In the password box, select Forgot your password? and follow the prompts.

Question 12

I left something in the vehicle! How do I retrieve it?

Accepted Answer

Please email us at CATAOnDemand@canntran.com or give us a call at (978) 283-7916 with a description of the missing item.

Frequently asked questions