ZipZone

What is ZipZone on-demand service? 
ZipZone is a demand-responsive, or “on-demand” public transit service where riders must request a trip by mobile app or by calling our customer service center at (325) 676-628, Option 2.

Once your ride is booked, a ZipZone van will pick you up at your closest bus stop and take you as directly as possible, without transfer, to the stop closest to your destination. ZipZone is still a shared public transit service which means the van will also be picking up and dropping off other riders along the way.

Why is this service only available in northwest Abilene?
CityLink is launching ZipZone in northwest Abilene where existing service levels are low. ZipZone provides a more attractive, sustainable, efficient and faster service with less wait times for customers.

How long can I expect my trip to take?
ZipZone is a ‘shared’ or ‘pooled public transit service’, so you may be sharing a vehicle with others. Rides may not be direct because the operator may pick up or drop off other customers along the way. When selecting your trip, the ZipZone App will provide an arrival time. Based on other bookings, the arrival times may vary slightly.   

When will the van arrive?
You can request your trip either with a Leave At time or Arrive By time. Once your trip booking is confirmed you will be given a range of either 15 minutes after your requested ‘Leave At’ time or you may be picked up as much as 40 minutes prior to your requested ‘Arrive By’ time in order to ensure arrival before your requested time, subject to normal traffic and weather conditions. Use the app for the most up to date trip information.

Does this service cost more and how does payment work?
No. Regular fare rates will apply. When users sign up to use the ZipZone App they can link their debit or credit card to the app for a seamless payment experience. Rides will then be charged to their bank accounts upon completion of their ride. Riders may also use any CityLink ride pass to ride.

Do I need a smartphone in order to use ZipZone service?
Customers can book their trip through the ZipZone App (available for download from both the Apple App store or Google Play store) or via phone by contacting our customer services at (325) 676-6287, Option 2. 

When are ZipZone’s service hours?
ZipZone service is available Monday to Friday, 6:00am to 6:00pm.    

Is this service accessible?  
Yes. The ZipZone van can accommodate up to two mobility devices, such as a wheelchair or scooter.

Will others be on the van with me?
Yes. This is a shared public transit service. You may not go directly to your destination upon boarding as the bus will be picking up and dropping off other riders.

How far in advance can I request a trip?
Riders may request a trip in “real time” or up to 7 days in advance.

Can I request a trip for myself and others who are with me?
Yes. When requesting a ride, you can book for up to 6 riders in total.

Can I board the van without requesting a trip?
No. The bus will only visit a stop where and when a trip has been requested. Riders should request their trip through the app or by calling CityLink at (325) 676-6287, Option 2.

Can I cancel my trip?
Yes. Trips can be canceled through the ZipZone App or by calling (325) 676-6287, Option 2. Please cancel with as much advance notice as possible. If you need to edit your requested trip you must first cancel your trip and request another trip. Alternatively, you can contact our customer service and they will edit the trip for you.

What is the fare structure?
Fares for ZipZone are the exact same as regular fares. Rides are $3 for a day pass, and children under 5 ride for free. Credit or debit card payments are accepted through the ZipZone app. Riders may also use any CityLink ride pass to ride.

How do I pay for ZipZone service?
When users sign up to use the ZipZone App they can link their debit or credit card to the app for a seamless payment experience. Rides will then be charged to their bank accounts upon completion of their ride. Riders may also use any CityLink ride pass to ride.

How are trips booked?
The ZipZone App will plan your trip from start to end locations, during the selected time of travel. You also have the option to speak with a customer service booking agent to plan and book your trip by calling (325) 676-6287, Option 2.

Is there a limit to the amount of trips I can take per day?
No, there are no limits to the amount of trips you can take as long as:

• the timing of your trips do not overlap.
• the trips fall within the service hours   

When a trip is requested, is the trip guaranteed?
A trip is booked and guaranteed when you receive confirmation from the ZipZone App, which occurs immediately after confirming your trip booking. If booking in advance of the trip time, you will receive both a confirmation and a reminder 1-hour prior to the trip.

How long can I expect to wait for my On Demand vehicle to arrive once I book my trip?
Trips are assigned to available vehicles and an updated pick-up time will be sent to you via the ZipZone App. Individual wait time is based on the pick-up location and vehicle availability.

Can I flag down or hail an On-Demand vehicle for a trip?
No, you need to book your trip via the ZipZone App or via phone with CityLink directly.

Are there seatbelts on the ZipZone van?
CityLink uses a van to facilitate On-Demand service. These vehicles have seatbelts and each passenger is responsible for using them  

Can I bring groceries or luggage?
Yes, but these items cannot be place on seats if other passengers require them. You are responsible for loading and unloading your own belongings.

Are pets allowed on board?
As with regular transit service, if you require the support of a service animal you are permitted to bring your service animal onto the vehicle and into a transit facility at any time. For the safety of all passengers, service animals must always be securely leashed and under the care and control of the owner. Vehicle operators, authorized transit staff or supervisors may ask thee two questions:

• Is this a service animal?
• What task has this animal been trained to perform?

All non-service animals on board must be in a crate.