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Are there any safety requirements I need to know about?
- All occupants are required to wear a seatbelt when riding, per Arizona State Law ARS 28-909.
- Children under age 8 or under 57 inches tall must be secured in a child safety seat provided by the rider.
- Service animals are always welcome and ride free. All other pets must be in an enclosed carrier to board.
The driver reserves the right to refuse service to any rider who does not follow these guidelines.
Is there a code of conduct for WeRIDE riders?
Yes. For the safety and comfort of all customers and employees, all riders are expected to respect and follow these guidelines:
- No eating, vaping, or smoking onboard. Drinks must be in spill-proof containers.
- No use of illegal drugs or alcoholic beverages.
- No abusive, threatening, or obscene language or physical actions toward other riders or WeRIDE staff. Violations may result in immediate removal or suspension of service.
- Please avoid loud conversations.
- Do not operate or tamper with any vehicle equipment.
- Firearms, flammable, or explosive materials are strictly prohibited.
- Use headphones when using sound or music-generating devices.
- Do not ask the driver to follow a route or make stops that are not authorized. WeRIDE only picks up and drops off at designated virtual stops within the service zones.
How do I know if my bags will fit?
Think of it this way: if the passenger who showed up before you had the same-sized luggage or grocery bags and the vehicle was at full capacity, would your items fit as well? If the answer is no, then we cannot guarantee we will be able to take you and your bag(s) on board.
The vehicle is a shared space, and we ask everyone to keep personal items within their own space without obstructing another seat or passenger.
What items am I allowed to bring on board?
Passengers must be able to carry and manage their own belongings safely without operator assistance. To ensure safe and efficient service for all riders, the following rules apply:
ALLOWED
- Up to 3 grocery-size bags
- OR 1 carry-on size suitcase (22″ x 14″ x 9″)
- Any items you are able to carry independently
NOT PERMITTED
- Multiple large suitcases
- More than 3 bags
- Oversized items such as TVs, furniture, or large boxes
- Any items that require operator assistance to manage
Is there a visual version of the bag policy I can reference?
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.
Is there a visual version of the code of conduct I can reference?
Yes. You can view and download the full code of conduct here, available as a bilingual English and Spanish document.
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.
Can the Driver make unauthorized courtesy stops?
For safety reasons, drivers are not authorized to make courtesy stops at locations that are not the scheduled stops confirmed on your scheduled trip.
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 grocery bags that can safely control in your personal space of the vehicle without obstructing another seat.
Think of it this way – if the passenger who showed up before you had the same-sized luggage or grocery bags and the car was at full capacity, would your item(s) 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.
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.
Is there a limit to the number of bags/items I can bring?
You can bring items that you can carry yourself and that won’t obstruct other passengers in the vehicle.
Can I request a specific driver or vehicle type?
While you cannot request a specific driver, appropriate vehicles will be assigned based on your needs. If you require a wheelchair or ADA-equipped vehicle, this will be arranged during the booking process.
Can I bring my e-scooter on WeRide vehicles?
Yes, with these guidelines:
- Folding e-scooters: Must be folded by passenger and can be placed in the trunk if the space is available or held on your lap during transit at no extra charge. E-scooter must not obstruct the personal space of another person in the vehicle.
- Non-folding e-scooters: Unfortunately, we cannot accommodate non-folding e-scooters on WeRIDE vehicles. Many of our vehicles are equipped with several bike rack types that cannot physically support e-scooters, and for consistency in service, we cannot guarantee accommodation on any vehicle type.
- All e-scooters brought on board must have secure, undamaged batteries.
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.
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 info@werideaz.com, and we’ll get in touch with your driver to track it down!
We will hold items no longer than 10 days.
I’m getting a message that my ability to search has been limited for 7 days due to a high cancellation/no-show rate.
To ensure that all our customers have fair access to book their rides, we have updated our policy as follows: Effective January 2nd, 2024, we will begin to assess and limit bookings for WeRIDE user accounts that have excessive no-show or late cancellations (trips cancelled less than 4 hours from trip time).
We look at rides booked in the past 30 days, and if the percentage cancelled or no showed is above 25% OR if there are 10 or more late cancellations and/or no-shows, those riders will see booking limits imposed. *We will not count rides that are cancelled or no showed when the system has identified that the pickup or drop-off will be late.
We will be assessing accounts on an ongoing basis; if you fall within this threshold, the booking system will automatically limit your capacity to book a ride for 7 days to a maximum of 2 open rides. After the 7-day period is over, you will have the ability to book normally.
We understand that your plans may change. We would appreciate it if you cancel your trip in advance rather than no-show. This program is meant to address account holders who show a pattern of late cancellations or no shows. This behavior unfairly reduces the level of service we can provide to our WeRIDE customers.
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.
How do I provide feedback regarding the service?
Feedback can be shared through the app at the end of the trip. Complaints and recommendations can be shared with our Dispatch Center at 623-777-4330, or by email to info@werideaz.com (“Contact us” section).
What happens if the WeRIDE app crashes or my phone dies during a ride?
Don’t worry – your trip information is securely stored in our ride database. If your phone dies either before pickup or during the ride, your driver will still get you safely to your destination.
Is there a backup phone number if the app isn’t working?
Yes, you can reach the WeRIDE office at (623)777-4330 during regular business hours.
Can I track my ride history and receipts?
You can view all your trip details under “My Journeys” in the app, where both upcoming and past trips are stored. Additionally, after each completed trip, a receipt is automatically emailed to the address used for booking.
Do I need to create an account to use the service?
Yes, in order to book a ride, you will need an account. If you are unable to book through the mobile app, you can contact our Dispatch Center at (623)777-4330 and a friendly dispatcher will set up your account and can book your trip for you. You can delete your account at any time by emailing us at info@werideaz.com .
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.
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. Students can show their valid student ID.
What is the age requirement for WeRIDE?
Anyone can ride WeRIDE, though some restrictions apply. Those under the age of 13 need to be accompanied by another fare-paying passenger age 13 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?
No, WeRIDE will not pick you up at your door. In order to efficiently route vehicles and serve a high number of passengers, hundreds of WeRIDE virtual stops are located throughout each of the individual city zones; the app will direct you to a pickup and drop-off location within a short walk of your origin and destination.
Where are the WeRIDE virtual stops generally located?
Virtual stops are generally the community mailbox in most neighborhoods, street corners, designated handicap parking spots at shopping and medical centers, and the leasing office for apartment complexes.
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?
Your wait time for pick up will vary based on vehicle availability and passenger demand at the time; 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 if you booked on your smartphone. 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 should I prepare for my pickup?
To ensure the best service for all passengers, please be ready to board at your virtual stop at the start of your 10-minute pickup window. You’ll receive a notification when your vehicle arrives if you booked through the WeRIDE app. If you’re not present when the vehicle arrives, the driver can only wait briefly before needing to proceed with their route to maintain service for other passengers. Repeated missed pickups will affect your ability to use the service.
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.
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
What’s the maximum group size per booking?
Most WeRIDE vehicles accommodate up to 5 passengers. For larger groups, we may need to split your party across multiple vehicles. Vehicle capacity varies based on availability and type of vehicle in service.
How do I book recurring/subscription rides?
WeRIDE is an on-demand service and does not offer recurring or subscription rides. However, you can book trips up to 6 days in advance.
How do I book a ride with WeRIDE?
You can book rides on your smartphone or tablet by opening the WeRIDE booking site from https://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 passengers age 13-years and above.
Reduced fare is $1.00 for seniors over 60-years of age, veterans and disabled riders.
Students with valid student ID pay $1.00.
Children 12-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 opening the We RIDE booking site at https://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.
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 8pm?
Your trip must conclude before or by 8pm.
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.
Are there monthly passes or bulk ride discounts?
While there are currently no monthly passes for WeRIDE, residents can purchase bulk ride discounts that will be added to your account when purchased through the app. These credits do not expire and there are two options. $20 worth of ride credits can be bought for $18 and $30 worth of ride credit can be purchased for $25.
What health safety measures are in place?
Vehicles are cleaned daily with special attention to high-touch surfaces and major contact points.
What payment methods are accepted?
Credit and debit card transactions are accepted through the app or online booking portal along with exact cash fare that can be paid to the driver upon pickup.
Where can I travel with WeRIDE?
Trips are available within Avondale andGoodyear.
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?
WeRIDE operates in Avondale and Goodyear. In Avondale, service runs Monday through Friday from 6AM to 8PM, and Saturday from 8AM to 5PM. In Goodyear, service is available Monday through Friday from 6AM to 8PM. WeRIDE is closed on major government holidays, including:
New Year’s Day (January 1)
Birthday of Martin Luther King, Jr. (Third Monday in January)
President’s Day (Third Monday in February)
Memorial Day (Last Monday in May)
Independence Day (July 4)
Labor Day (First Monday in September)
Veterans Day (November 11)
Thanksgiving Day (Fourth Thursday in November)
Day After Thanksgiving (Fourth Friday in November)
Christmas Day (December 25)
What other modes of transit does WeRIDE connect to in Avondale and Goodyear?
In Avondale, WeRIDE connects to Valley Metro routes 3, 17, 41, 685, and Express Route 563.
In Goodyear, WeRIDE connects to Valley Metro routes 17, 685, and Express Route 562.
What happens during severe weather?
While severe weather is rare in our service area, it can cause delays. During weather events, check the app or call the WeRIDE center at (623) 777-4330 for real-time service updates.
What kind of vehicles does WeRIDE use?
WeRIDE primarily uses Chrysler minivans, RAM Promasters, and Honda Odyssey minivans for service. While other WeRIDE-branded vehicles such as sedans may occasionally be used, all vehicles will be clearly marked with WeRIDE branding for easy identification.
Are the WeRIDE vehicles accessible?
Yes, ADA accessible vehicles are available, but they must be specifically requested at the time of booking. To receive an ADA vehicle:
- App users: Select one of the two ADA options during the booking process
- Phone users: Inform the call center representative of your accessibility needs when making your reservation
Without advance notification of ADA needs during booking, we cannot guarantee an accessible vehicle will be available for your trip.
Have the drivers been background checked?
The WeRIDE drivers are NOT independent contractors. They work for Transdev, 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 pass a physical health screen and drug/alcohol screen.
All of the WeRIDE 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.
Is there a weight limit for mobility devices?
Our wheelchair ramps are rated for a total of 1,000 pounds.
Are child car seats required/provided?
Yes, per Arizona law, children under age 8 or under 57 inches tall must use a car seat. Riders need to provide their own car seats. When booking, select the car seat option in the app or notify the reservationist by phone – this will allow extra time for car seat installation at pickup.
If your child is over 8 years old, they are not legally required to use a car seat in Arizona, even if they are under 57 inches tall. They can use a regular seat belt.