CATS Expands Customer Reporting Tools with New Ways to Report Concerns

Published on February 26, 2026

New Text-a-Tip, updated signage and audio announcements reinforce commitment to a connected and responsive transit environment

The Charlotte Area Transit System (CATS) is enhancing existing and adding new ways riders can quickly and easily report transit related concerns while traveling across the system. In addition, systemwide safety materials are now more prominent across all vehicles and facilities as part of our commitment to a safe and responsive transit network.

Customers have always been able to report concerns through the CATS Customer Service line 704-336-7433 or the “Report a Problem to CATS” feature in the CATS-Pass mobile app, however CATS has integrated a Text-a-Tip line 704-251-6402, giving riders multiple, easy- to-use channels to get support. In addition, customers now have the new ability to report a problem directly from the homepage of RideTransit.org, simple click the “Report a Problem” button. These tools allow passengers to share real-time information or service needs directly with CATS.

To increase awareness of these resources, CATS has installed new posters throughout the system including the inside of vehicles, platforms and facilities. The updated signage highlights when and how to use each reporting option, ensuring customers know how to get whatever support they may need when using the system. To ensure passengers are aware of the update, CATS has also integrated reminders into overhead announcements at stations and onboard trains.

“Safety is – and will continue to be – our top priority,” said Brent Cagle, CATS Chief Executive Officer. “By expanding the ways riders can quickly reach us, and by clearly promoting these tools across our buses, trains and stations, we are making it even easier for customers to speak up and partner with us in keeping the system safe.”

These initiatives build on the safety improvements CATS has been implementing over the past year and reinforce the agency’s commitment to building a transit system where every rider feels supported, informed and confident.

For broadcast quality photos of see-say signage and CATS-Pass App reporting, visit the dropbox collection by clicking this link: See-Say Campaign Photos

For questions or concerns, community members can speak to CATS Customer Service at 704-336-7433.

About the Charlotte Area Transit System

Charlotte Area Transit System (CATS) is a department of the City of Charlotte and governed by the Metropolitan Transit Commission (MTC). CATS is the largest transit system between Washington, D.C. and Atlanta, offering bus, light rail, streetcar, vanpool, microtransit and paratransit services. Learn more by visiting RideTransit.org or follow CATS on X, Instagram, Facebook and LinkedIn.