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Riders Guide and Information

Riders Guide

The Mountain Mobility Riders Guide provides a description of services, how to schedule trips, service hours, policies, and information on other transportation options available through Mountain Mobility.  contains information for passengers and their families or representatives.  The booklet provides a description of services, how to schedule trips, service hours, policies, and information on other transportation options available through Mountain Mobility.

Requests for Reasonable Modifications

Mountain Mobility typically accommodates requests for modifications within its normal business practices and procedures through its efforts to provide good customer service and quality transportation services to every passenger. Guidelines and procedures are provided for passengers or their representatives to request modifications to policies, procedures, and practices that cannot be made in the normal course of business by the driver and/or administrative or operational staff without supervisory assistance or which requires further review to determine if the request can be accommodated.

Fare Policy

Mountain Mobility’s fare policy is available here:

Shopping, Retail and Multipurpose Trips

Mountain Mobility operates Community Services Routes for grocery shopping, retail shopping, and multipurpose trips (banking, personal business, etc.).  These routes are available on certain days/times for the geographic area where a passenger lives.  Coordinating trips in this way helps ensure vehicles are utilized more effectively, and it saves money when more people ride together to and from places within their community.  A schedule of all Community Service Routes is available here:

Arrival and Departure Times

Passengers are requested to be ready to go from home one hour and 15 minutes before their scheduled appointment time. The van may arrive up to 15 minutes before or after the scheduled pick-up time. This provides a "service window" for drivers to maintain schedules.

Passengers should wait at a main entrance or curbside. Passengers should board the van upon its arrival. Return trips will be provided from the location the passenger was taken to unless other arrangements are made in advance.

Wait Time

Drivers may wait for a passenger up to 5 minutes after the scheduled pick-up time. If a passenger will not be ready at the scheduled pick-up time, the passenger should call the dispatch office ((828) 250-6750, Option 1) as soon as possible. Every effort will be made to reschedule the trip. Drivers are not allowed to enter private homes, apartments, doctors' offices, grocery stores, office buildings, etc., to look for passengers or notify them of the van's arrival.


If a passenger cannot take a scheduled trip, the passenger must call 2 hours before their appointment time to cancel their trip. Passengers are encouraged to cancel their reservation as soon as they know a trip will not be taken. Voice mail service is available after hours, on weekends and on holidays. If a passenger elects not to take a trip or fails to cancel the trip less than 2 hours before the appointment time, a no-show trip is recorded. Excessive no-show trips may result in suspension of services.

Transportation of Children and Youth

A parent/guardian will be required to complete an "Authorization Form for Provision of Transportation Services to Children," for any child under the age of 18 who is to be transported. Children ages 0-7 must travel with a personal care attendant unless otherwise authorized. Children age 8 and older may ride alone if authorized. For safety reasons, additional information may be required before any person under the age of 18 is transported. Child car seats are provided by Mountain Mobility. The child's birth date and up-to-date weight information must be provided if a car seat is required.

Escorts, Personal Care Attendants, Service Animals

All passengers are allowed one escort on the van unless approved for more (e.g., children riding with a passenger). An escort is a person who wants to go with the passenger. A personal care attendant is a person who needs to go with the passenger to provide necessary care, medical, or personal assistance. Passengers who are unable to take care of themselves before boarding, while on the van, or after disembarking at their destination may be required to travel with a personal care attendant. If an escort or personal care attendant will be traveling with a passenger, please notify the office at the time a reservation is made. Passengers may travel with service animals.

Other Passenger Responsibilities

Mountain Mobility drivers and passengers must wear seat belts. Smoking is not allowed on vehicles. No firearms or weapons are allowed on vehicles. Eating or drinking non-alcoholic beverages is allowed for medical reasons only. A passenger who uses a wheelchair or motorized scooter must have adequate sidewalks and ramps at their home. Service may be suspended or terminated if a passenger compromises the safety of other passengers or the driver.

Inclement Weather Policy

Mountain Mobility will make every effort to ensure that service can be provided as requested, including the use of snow tires and/or chains, relocation of vehicles, alternate communications, etc. However, the safety of passengers and drivers can not be compromised. Therefore, Mountain Mobility reserves the right to contact any agency or passenger to revise, cancel, or re-schedule trips in the event of adverse weather conditions.

In the event of severe weather conditions, management staff may deem it necessary to cease operation of the system. In such cases, all agencies and passengers affected by the decision will be notified as quickly as possible.

In the event Asheville Transit Services buses do not operate or cease operations due to inclement weather, Mountain Mobility will follow suit. An announcement on WLOS-TV and local radio stations will be made if Mountain Mobility does not operate.


Mountain Mobility is closed on the following holidays:

  • Thanksgiving
  • Christmas Day

Mountain Mobility only offers ADA Complementary Paratransit Service on the following holidays:

  • Independence Day
  • Day After Thanksgiving
  • New Year's Day
  • Good Friday
  • Labor Day
  • Christmas Eve
  • Martin Luther King Day
  • Memorial Day