Frequently Asked Questions
Forgot something on a shuttle?
Most lost and found items will stay on the vehicle where you left it. High value items like wallets, keys or phones that are left on any Carlsbad Connector shuttle can be retrieved at the Carlsbad Police Department located at 2560 Orion Way, Carlsbad, CA 92010.
Several employees at my office are considering using the COASTER and the Carlsbad Connector for our commute. Are there any special promotions or discounts for new transit riders?
SANDAG, MTS, and NCTD are working together to provide a limited number of free monthly COASTER passes to qualified new transit riders commuting to Carlsbad worksites. Your employer should contact iCommute@sandag.org and ask about the Try Transit program.
I have a pass where I can ride the Carlsbad Connector for free. Can I book for others?
You can reserve multiple seats at once as long as all people within a reservation have the same fare rate. So, if your friend is also a pass holder (but hasn’t downloaded the app yet), you could reserve for them. If your friend is just going with you to lunch, they could download the app and pay for their ride. Alternately, you could book two reservations, one where you reserve your free ride with your pass and another for your friend where you pay for the ride. The app does allow multiple reservations for a single user.
The app is saying my wait is more than 30 minutes. What is happening?
Since this is a pilot program, there are 48 available seats for each arriving COASTER train. If all seats have been reserved, the app might tell you there will be a wait for a shuttle to drop-off the first round of reservations before it can come back and pick you up. If you’re not able to wait for the next shuttle, check the NCTD BREEZE routes 444 and 445 or GoNCTD.com to plan your trip.
Is this app available in other languages?
No, we do not offer this service at present.
How can I qualify for the SDM (Senior/Disabled/Medicare) passes?
- Compass Card Photo ID (Preferred)
- A valid government-issued photo ID with birthdate (for seniors)
- Medicare card + government-issued photo ID
- DMV disabled placard ID (receipt) + a government-issued photo ID
- Senior ID card (60+)
For more information about reduced fare eligibility, please click here.
How do I report a complaint?
You can use the in-app feature to send concerns directly to RideCo, the service provider. You can also call the customer service line (760) 407-6080 24 hours a day, seven days a week.
You can book a ride by calling (760) 407-6080. Reservations can be made from 05:00 a.m.- 08:00 p.m. any day of the week.
What if I take the COASTER from north of Poinsettia Station or I live close to the station?
The service is timed to the northbound trains in the morning and southbound trains in the evening. If you are traveling from or going north of Poinsettia Station, or if you live close to Poinsettia Station, please plan your trip in accordance with the following schedule: 7:09 a.m., 8:36 a.m., 10:10 a.m., 2:52 p.m., 3:43 p.m., 5:21 p.m., 5:51 p.m.
How will I know which van to take?
Once you reserve your ride, your reservation will include both the license plate number of the van and a vehicle ID number. The vehicle ID number will be located in the upper right corner of the back windshield of the van and the upper left corner of the front windshield.
My arrival time is later than I expect or need. Should I not book the trip?
The arrival time provided at the time of your booking is the guaranteed time that you will arrive at your destination and represents the latest possible time of arrival. Most drop-offs will occur before the guaranteed arrival time. The system uses this as a key performance metric when evaluating the efficiency of the overall dynamic system.
I am trying to book a ride in the app and am stuck. What do I do?
If you are not sure how to proceed, one button will be highlighted with a dark teal background. Select the highlighted button and options will appear or the screen will advance to the next step in the reservation process.
How far in advance should I book my trip?
For commuter service, since the schedule is timed to meet COASTER trains, we recommend booking at least an hour before you want to leave your workplace to ensure your seat is reserved. You can book your trip up to three days in advance.
What is the mid-day service?
Mid-day service was established to eliminate as many barriers to commuting via transit as possible. Anyone can use mid-day service to visit local lunch spots and other commercial areas to run daytime errands. If you have an eligible pass for free rides on Carlsbad Connector, your mid-day service rides are also free. The mid-day service can also be used to book trips back to or from the Carlsbad COASTER Poinsettia station for trains that depart or arrive between 9 am and 3 pm.
There was an issue with the service and now I can’t get home. What do I do?
If you believe Carlsbad Connector service made an error in your trip that resulted in missing your train or other situation where you cannot get home, please call the customer service line (760) 407-6080. If the operators determine that the situation was not the responsibility of the rider, they will issue you a code that can be used with a common ridesharing app so that you can book your trip home at no cost to you. Another safety net for emergencies that is available to all transit riders in the San Diego region is the Guaranteed Ride Home program. Riders of Carlsbad Connector should look into the program and sign up if the benefit would be of use to them.
Does Carlsbad Connector run on holidays?
Carlsbad Connector has a schedule that aligns with the weekday schedule of the COASTER train. For holidays where COASTER service is operating on a weekend schedule (Saturday or Sunday), there will be no Carlsbad Connector service. Consult the NCTD site for the list of holidays and corresponding transit schedule.
Can I take the Carlsbad Connector from the train station in the evening to my work or home?
Not at this time. During the pilot service, the Carlsbad connector is timed to take people from the Poinsettia COASTER station to their jobs in the morning and then return to the station in the evenings. You can take the service anywhere in the service area between 9 am and 3 pm.