Frequently Asked
Questions

You can book a ride in two ways: call us at +1 (469) 345-4811 anytime 24/7, or use our online booking form on this website. We recommend booking at least 24 hours in advance to guarantee vehicle availability. Same-day requests may be possible — just call us directly.

We recommend booking at least 24 hours in advance for standard trips, and 48 hours ahead for airport rides. This ensures the right vehicle is assigned and your schedule is built with comfortable buffer time. For recurring appointments like dialysis or physical therapy, we can set up a standing schedule so you never have to book each time.

Yes — you can cancel or modify your booking up to 2 hours before your scheduled pickup at no charge. For changes within 2 hours, please call us directly at +1 (469) 345-4811 and we'll do our best to accommodate you.

Absolutely. Caregivers, family members, and facility staff can all book on behalf of a passenger. Just provide the passenger's name, contact details, pickup address, destination, and any mobility needs during the booking process.

Yes — for passengers who attend regular appointments (dialysis, chemotherapy, physical therapy, etc.), we offer recurring ride scheduling. Call us once to set up your schedule and we'll handle it automatically each week. No need to call before every appointment.

To book a ride, have the following ready: passenger name and phone number, pickup address, destination address, desired pickup date and time, service type needed (wheelchair, ambulatory, airport, etc.), any mobility equipment being used, and your insurance or payment information.

Wheelchair transport is for passengers who use a wheelchair and need a vehicle with a ramp or hydraulic lift. Ambulatory transport is for passengers who can walk but need physical assistance — such as help with steps, boarding, or using a walker or cane. Not sure which is right? Call us and we'll recommend the best service for you.

Yes — all of our services include true door-to-door assistance. Our drivers come to your front door, help you to the vehicle, and escort you to the entrance of your destination. On return trips, drivers meet you inside and walk you back to the vehicle. We never just drop you at the curb.

Yes. For medical appointments, our drivers can wait and return you home after your appointment is complete. Simply let us know when booking that you need a round trip with wait time, and provide the estimated appointment duration so we can plan accordingly.

Yes — we provide transportation for errands, grocery runs, social outings, community events, religious services, and other daily activities. Life doesn't stop at medical appointments, and neither do we. Non-medical trips are available for all passengers including seniors and individuals with disabilities.

Yes — one accompanying passenger rides free of charge on all trips. This can be a caregiver, family member, or personal assistant. For groups of three or more, please mention this when booking so we can assign an appropriately sized vehicle.

Medicaid covers Non-Emergency Medical Transportation (NEMT) for eligible members traveling to qualifying medical appointments. This includes doctor visits, dialysis, physical therapy, mental health services, and more. Eligible riders pay $0 out of pocket. Call us at +1 (469) 345-4811 to verify your eligibility before your first ride.

We accept Medicaid, Medicare Advantage, and most private insurance plans. Coverage varies depending on your specific plan and the type of trip. We handle the insurance billing process directly — just provide your insurance information when booking and we take care of the rest.

No problem. We offer self-pay options for all passengers without insurance coverage. Our self-pay rates are competitive and transparent — no hidden fees or surge pricing. Contact us for a quote based on your trip details.

Accessible vehicle pricing is built into our standard rates for wheelchair transportation services. There is no hidden surcharge for ramps, lifts, or securement equipment. All rates are discussed transparently before your first booking.

For Medicaid rides, some trips require pre-authorization from your managed care plan. We handle this entire process for you. When you provide your Medicaid information, our team submits the necessary authorization requests and confirms approval before your ride. You don't need to do anything extra.

We believe in transparent pricing. There are no hidden fees, surge pricing, or surprise charges. A companion riding with you is always free. Luggage assistance is included. Driver wait time for medical appointments is included at no extra charge. All rates are provided clearly before you book.

Yes. Our wheelchair fleet includes vehicles equipped with hydraulic lifts and fold-out ramps to accommodate both manual and power wheelchairs of all standard sizes. All accessible vehicles are inspected and maintained monthly to ensure safe, reliable operation.

Absolutely. Our vehicles can accommodate most standard power wheelchairs using hydraulic lift systems. When booking, please let us know the approximate dimensions and weight of the wheelchair so we can assign the correct vehicle. If you're unsure, just describe the chair and we'll confirm compatibility.

All mobility aids are welcome at no extra charge, including: manual wheelchairs, power wheelchairs, walkers, rollators, canes, crutches, and scooters. Oxygen tanks and medical equipment can also be accommodated — please mention this when booking so we can prepare appropriately.

Yes — every wheelchair ride uses industry-standard 4-point tie-down and occupant restraint systems (WTORS). This keeps the wheelchair firmly secured and the passenger safe throughout the journey. Our drivers are trained to apply securements correctly before every trip departs.

Yes. Passengers requiring portable oxygen tanks, nebulizers, IV poles, or other medical equipment can bring them on board. Please inform us when booking so we can ensure the vehicle has sufficient space and our driver is aware of any equipment handling procedures.

Yes — every Carevion driver undergoes a thorough background check including criminal history, driving record, and identity verification before being approved to transport passengers. We maintain ongoing compliance monitoring throughout their time with us.

Yes. All drivers complete specialized training in wheelchair securement, mobility aid assistance, passenger boarding and exit techniques, dignity and respectful care, and basic emergency protocols. We require ongoing training to maintain the highest standard of care for every passenger.

Yes. All Carevion vehicles carry full commercial insurance and meet all state and federal regulatory requirements for non-emergency medical transportation providers. Vehicles are regularly inspected to ensure they are safe, clean, and properly maintained.

While we maintain a 98% on-time rate, we understand that unexpected situations can arise. If your driver is delayed, you will be notified as early as possible. We proactively monitor all active trips and communicate directly with passengers when issues occur. For urgent situations, call us at +1 (469) 345-4811.

Yes. For all airport arrival pickups, we monitor your flight in real time. If your flight is delayed, diverted, or arrives early, we automatically adjust your driver's arrival time — you don't need to call us with updates. Our dispatch team handles all flight changes proactively.

Yes. For arrival pickups, we offer a meet and greet at baggage claim on request. Your driver will be waiting with a sign displaying your name so you never have to search for your ride after a long flight. Please request this when booking your airport ride.

We primarily serve Dallas/Fort Worth International (DFW) and Dallas Love Field (DAL). We also serve other regional airports on request — just call us and we'll confirm availability for your destination. We know every terminal, accessible drop-off zone, and pickup area at the airports we serve.

Yes — luggage loading and unloading is included on every airport trip at no extra charge. Your driver will assist from your front door to the terminal curb on departures, and from baggage claim to your final destination on arrivals. No wrestling with bags on your own.