Question 1

Are all GOTrenton! vehicles electric?

Accepted Answer

Yes!  GOTrenton! uses 100% electric vehicles.  We use both sedans and passenger vans.

Question 2

Who is eligible to hail a ride?

Accepted Answer

Anyone 16 or older can hail a ride.

Question 3

Where can I hail a ride?

Accepted Answer

GOTrenton! is available for pickups and drop-offs anywhere within the City of Trenton.

Question 4

How much does it cost to ride?

Accepted Answer

The fare is $2.00 per ride (regardless of day, time, and number of passengers you request).

Driver tips are welcomed (and always optional).

Question 5

How can I pay the fare?

Accepted Answer

Fares are paid through the app using a credit card, prepaid/gift card, debit card, or pre-purchased coupon code.  We accept all major card providers - Visa, Mastercard, American Express, and Discover.

Fares cannot be paid on our vehicles with cash and our drivers do not carry cash in the vehicles.

Coupon codes cost $10 each and are good for 5 rides.  They may be purchased with cash only at Isles office (10 Wood St. Trenton, NJ 08618) from 10am to 4pm Mondays through Fridays.  Coupon code purchases are cash only and are non-refundable.

Fares cannot be paid over the phone or through our customer service line – only within the app.

Question 6

Are there any rides that are free?

Accepted Answer

Rides to and from the following "essential service" locations are completely fare-free:

Trenton Area Soup Kitchen
The Rescue Mission
Children’s Home Society (at Roebling Market)
Medina Health Center
Mercer County One Stop Career Center

There is no fare for traveling to or from these sites.  You may book free rides to/from these locations through the app or by calling our customer service number at 640-252-1177.

In summary, paid rides must be booked through the app.  Free rides to the essential service locations may be booked through the app or by calling our customer service number.

Question 7

Do I have to tip drivers?

Accepted Answer

Gratuities for drivers are appreciated but never required and are completely at your discretion.

Question 8

Do I have to use the app to hail a ride?

Accepted Answer

For any ride that requires a fare, yes.

If you are riding to/from one of the free "essential service" locations listed below, you can hail a ride through the app OR by calling our customer service number at 640-252-1177 during operating hours.

Essential service locations are:
Trenton Area Soup Kitchen
The Rescue Mission
Children's Home Society (at Roebling Market)
Medina Health Center
Mercer County One Stop Career Center

Question 9

How long will I have to wait for my ride?

Accepted Answer

Your wait time can vary depending on several factors, including current traffic, weather conditions, your location, and the number of ride requests we're receiving.
 • Average Wait Times: Typically, weekday wait times average around 25 minutes, while weekend waits are often shorter, around 15 minutes.

• For a Potentially Shorter Wait: If your schedule allows, consider requesting rides during off-peak times such as weekends, early mornings, or late afternoons.

• Help Us Keep Moving: Please be ready to board promptly when your vehicle arrives. This helps shorten your trip time and the travel times for fellow passengers.

We receive over 1,500 ride requests on busy days! Our drivers are dedicated to getting everyone to their destinations safely and as efficiently as possible. We appreciate your patience and understanding.

Question 10

Why is the app having trouble finding me a ride?

Accepted Answer

Sometimes, if we are experiencing high demand in your area, there may not be any vehicles or drivers currently available to service your ride. If your travel plans are flexible, you can try requesting the ride again after a few minutes. You can also try requesting during non-peak times (early mornings, late evenings, and weekends). Please note, calling will not increase your ability to book a ride as our agents have the same ability as you do booking in the app.

Question 11

Can I request a Wheelchair Accessible Vehicle (WAV)?

Accepted Answer

Yes!  Simply hail a ride through the app and click the WAV option.

Question 12

Can I schedule a ride in advance?

Accepted Answer

We love getting you where you need to go, but as an on-demand service, we do not currently book/schedule rides in advance. When you are ready to ride simply send us a request via the app.

Question 13

Do you have room for groceries or luggage?

Accepted Answer

Our vehicles have space for limited passenger carry-ons.  We can usually accommodate 2-3 bags of groceries or a small to medium sized piece of luggage.

Question 14

Can kids join my ride?

Accepted Answer

We love having kids along for the ride!

First, make sure you include them in your passenger count section of your ride request.

Next, in order to to keep them safe, we follow NJ car seat and child passenger laws. Children must be 8 years of age OR have reached 4’9” in height to be secured by a vehicle safety belt. If your child does not meet these requirements they must be secured in a car seat or booster seat provided by a parent or guardian.

Question 15

Are pets and service animals allowed to ride?

Accepted Answer

Service animals are always allowed to ride.

We love having pets along for the ride but welcome them at the discretion of each individual driver and the other passengers in the vehicle. Please speak with your driver when they arrive to confirm it is acceptable and remember to follow this pet etiquette:

*Pets are not allowed on seats.
*Pets should be leashed or in a carrier at all times.

Question 16

Can I eat during my ride?

Accepted Answer

For safety and sanitation purposes, food is not allowed to be consumed on rides.

Question 17

What about beverages?

Accepted Answer

Beverages (non-alcoholic) are permitted.

Question 18

Smoking, Vaping, Alcohol/Drugs

Accepted Answer

Smoking, vaping, open containers of alcohol, or consumption of alcohol/illegal drugs is not permitted.

Question 19

Safety and Behavior

Accepted Answer

Safety is our highest priority.  Drivers are prohibited from driving while under the influence of alcohol or drugs, and riders are prohibited from consuming alcohol or drugs inside the vehicle.

Weapons of any kind are not permitted.

We do not tolerate inappropriate, threatening, or violent behavior by or towards any riders or drivers.

We do not tolerate any theft or vandalism of GOTrenton! property, driver property, or rider property.

Violators of these policies may be reported to the police and/or banned from the service.

Question 20

Anti-Discrimination Policy

Accepted Answer

GOTrenton! does not discriminate, in any way, against any person on the basis of race, sex, color, age, religion, sexual orientation, actual or perceived gender identity, disability, ethnicity, or national origin.

Question 21

How do I report an item left behind on a GOTrenton! vehicle?

Accepted Answer

Call customer support at 640-252-1177 and we'll do our best to help you track down the missing item.

Question 22

How do I file a complaint or offer feedback?

Accepted Answer

For urgent complaints, please call customer support at 640-252-1177 or email us at gotrenton@isles.org. (gotrenton@isles.org.)

For general feedback, visit the feedback page (https://www.gotrenton.org/feedback-page)of our website.