Frequently Asked Questions

We recommend scheduling at least 72 hours in advance to guarantee availability. However, we do accept last-minute requests when possible – don't hesitate to call if you have an urgent need. 

Often yes! Our scheduling team will do their best to accommodate urgent requests. It's always worth calling us to check availability, even for same-day needs. 

We operate Monday through Friday. We are available Saturday and Sunday by appointment. Our dispatch hours are Mon–Fri 8am–5pm for regular trips.  Scheduled trips, however, may take place before and after our dispatch times. Rides needed after 5 PM may incur a small after-hours surcharge (25%), but we can usually arrange them.

Cancellations must be made no later than 3PM (EST) the day before the scheduled ride. Last minute cancellations will result in a fee equal to our current base fee. When your trip is confirmed and scheduled, it secures a time slot that becomes unavailable for other rides. This is why cancellation calls are very important, and time sensitive.

If you are a healthcare facility or agency arranging transport for a client, please contact us about setting up a facility account. If you are an individual scheduling for a family member, you can use our online form – just enter the rider's info and your contact details.

Martlet Mobility is a private pay service; we do not bill health insurance or Medicaid directly. Some clients who have benefits for transportation arrange reimbursement on their own. Payment for rides is due at or before service (credit/debit card). We provide receipts, but you would need to seek reimbursement from your insurer or program if available.

No, we do not accept cash payment at pickup for safety reasons.  All payments must be arranged in advance using credit or debit cards.  This ensures secure transactions for both you and our our drivers.

We can accommodate multiple stops. This may involve wait time fees ($20 per 15-minute increment) or multiple trip legs depending on your itinerary. Let us know your needs when scheduling for accurate pricing. 

Yes, we offer hand-to-hand service. Our driver will come into your residence and assist you to the vehicle, then assist you all the way to the appointment check-in point. This service is included at no extra charge.

Absolutely! One family member or caregiver is welcome to ride along at no extra cost. If you need more than one additional passenger, let us know – we have vehicles that can accommodate them (a small surcharge of $15 per extra person beyond the first).

If you have stairs and use a wheelchair, please ensure someone is available to help at home, as our drivers cannot carry wheelchairs up/down stairs for safety reasons. We can assist with mobility aids on level surfaces and small steps.

We do not offer stretcher transport at this time. All passengers must be able to sit upright in a wheelchair or vehicle seat. If you require stretcher transport, we can refer you to appropriate services.

We serve the Western NC area including Henderson, Buncombe, and Transylvania counties. Trips outside our primary area can often be accommodated with advance notice. Long-distance trips are available on a case-by-case basis.

We sanitize our vehicles after every trip and our drivers follow health protocols. Your well-being is our priority. If you have specific health concerns or requirements, please let us know when scheduling.