About

​CATS Customer Service Information

Welcome Aboard!

 At CATS, keeping you on the move and gaining your input is important to us.   We are here to assist you in planning your trips and to gain your input regarding the quality of service, suggestions, compliments and complaints.   There are several ways you can contact us for a variety of needs. These include the CATS Call Center, in person at the Charlotte Transportation Center or drop us a line.

For Americans with Disabilities Act complaints (ADA) you can:

  • Email:   ADA Accessibility Coordinator
  • Call:       704-336-7433 and inform the customer service representative that you are making an ADA complaint.
  • Write:   Detail your complaint and sent to:

       ADA Accessibility Coordinator
       CATS
       600 East 4th Street
       Charlotte, N.C.  28202



Call Center:

CATS customer service representatives are available to assist you in planning trips and hearing what you have to say.  If you need to speak to a live person, we are available during the critical hours when service is operating.  To speak with a customer service representative call 704-336-7433(RIDE),  toll free at 866-779-2287(CATS), or via TDD: 704-336-5051 between the following hours:

Monday through Friday:          6:00 a.m. - 10:00 p.m.
Saturday and Sunday:            7:00 a.m. - 11:30 a.m. & 12:30 p.m - 4:00 p.m.

Charlotte Transportation Center:

If you are uptown or making a connection at the Charlotte Transportation Center, visit the center's information booth, located at 310 East Trade Street. You can purchase passes, get schedule information, help with connections and trip planning, purchase special IDs and speak with one of our customer service representatives.  We are open during the following hours.

Monday through Friday:       5:30 a.m. - 10:00 p.m.
Saturday  and Sunday:        7:00 a.m. - 12: 00 p.m. & 1:00 p.m. - 4:00 p.m.

Write to Us:

You can also provide comments, suggestions, complaints, etc. by written communications through the following venues:

     E-Mail:  telltransit@charlottenc.gov        

     CATS Customer Service
     600 East 4th Street
     Charlotte, NC 28202

​Call Center: 704-336-7433(RIDE)
                                               
Toll Free: 1-866-779-2287(CATS)

TDD: 704-336-5051

Special Transportation Services:  704-336-2637


Other CATS contact numbers:

Administrative Offices: 704-336-7902

Charlotte Transportation Center: 704-336-3159


E-Mail Contacts:

Carpooling: carpools@charlottenc.gov

Employer Transportation Coordinator (ETC) Program: etcinterest@charlottenc.gov

Customer Service: telltransit@charlottenc.gov

Vanpools:  vanpools@charlottenc.gov

Transit Planning:  planninggeneralcomments@charlottenc.gov              

​Lost and Found

 

If you have misplaced an item, CATS provides a process to reclaim items turned in. With over 80,000 customer trips per day, CATS cannot stop each vehicle to look for misplaced items. However, items that are turned in are sent to the Charlotte Transportation Center on a daily basis and cataloged. To claim a lost item, visit the CATS Customer Service office located in pavilion A at the Charlotte Transportation Center from 8:00 a.m. to 5:00 p.m. Monday - Friday or give us a call at 704-336-RIDE (7433).

CATS cannot guarantee that any or all items will be turned in. Because of the quantity of items left and turned in on CATS vehicles, we cannot keep them indefinitely. Thus, by using CATS property or services, you agree that any items found or delivered to CATS that are not lawfully claimed within 30 days will become property of the City of Charlotte and may be disposed of by law.

To claim a lost item visit the CATS Customer Service office located in pavilion A at the Charlotte Transportation Center from 8:00 a.m. to 5:00 p.m. Monday - Friday or give us a call at 704-336-RIDE (7433).