Frequently Asked Questions

You can book a ride through multiple channels: call us at (608) 515-5140 ext. 800, email us at nemt@fasttrack2024.com, or use our online booking form on the website. We recommend booking at least 24 hours in advance for non-urgent appointments, though same-day service may be available based on availability.

We recommend scheduling at least 24-48 hours in advance for routine appointments. However, we understand emergencies happen and will do our best to accommodate same-day requests based on vehicle and driver availability.

Absolutely! We offer recurring transportation services for dialysis, chemotherapy, physical therapy, and other ongoing medical treatments. Our team can set up a customized schedule to match your treatment plan.

Please notify us at least 2 hours before your scheduled pickup time to cancel or reschedule. This helps us serve other patients and optimize our routes. You can call us directly or email to make changes.

We provide NEMT services throughout Wisconsin, with our primary service area including Madison and surrounding counties. For trips outside our standard service area, please contact us to discuss availability and any additional fees.

Yes! All our vehicles are equipped to accommodate wheelchairs, walkers, and other mobility devices. Our drivers are trained in safely securing wheelchairs and assisting passengers with mobility challenges.

Yes, we welcome one companion to accompany you at no additional charge. If you need to bring multiple family members or caregivers, please let us know when booking so we can arrange appropriate vehicle capacity.

We transport patients to all types of medical appointments including doctor visits, dialysis, chemotherapy, physical therapy, dental appointments, specialist consultations, hospital discharges, and more. Any non-emergency medical appointment qualifies for our service.

Yes, we accept Medicaid and work with major NEMT brokers including MTM, Ride Health, and Living Legacy Care. Your ride may be fully covered depending on your Medicaid plan and eligibility.

We accept cash, credit/debit cards, checks, and electronic payments. For Medicaid-covered rides, we bill the broker directly. For private pay rides, payment is typically due at the time of service unless prior arrangements have been made.

Pricing varies based on distance, vehicle type, and any special requirements. Medicaid-eligible rides are typically covered at no cost to you. For private pay estimates, please contact us with your pickup/drop-off locations and we will provide a quote.

No hidden fees! We provide transparent pricing upfront. The only additional charges may apply for wait time beyond the included 15 minutes, or for same-day emergency requests subject to availability. Any potential additional fees are communicated before confirming your booking.

Yes! All our drivers undergo comprehensive background checks, defensive driving training, CPR/First Aid certification, and specialized NEMT training. They are experienced in assisting passengers with various mobility needs and medical conditions.

Absolutely. Our fleet undergoes regular maintenance and safety inspections to ensure reliability and safety. All vehicles are equipped with safety features, GPS tracking, and are thoroughly cleaned and sanitized between passengers.

We follow CDC guidelines including regular vehicle sanitization, driver health screening, optional mask wearing, and contactless payment options. Our vehicles are equipped with air circulation systems to maintain fresh air flow.

Our vehicles can accommodate portable oxygen tanks, IV poles, and other medical equipment. Please inform us of any special equipment needs when booking so we can ensure the appropriate vehicle and driver are assigned.

We typically arrive within a 15-minute window of your scheduled pickup time. We monitor traffic and adjust routes in real-time to ensure on-time arrival. You will receive a notification when your driver is en route.

Yes! For round-trip services, we can wait for appointments or return at your scheduled time. Please let us know your preference when booking. We include up to 15 minutes of wait time; extended waits may incur additional fees.

Your driver will call or text you upon arrival. They can also come to your door if you need assistance getting to the vehicle. We recommend being ready 5-10 minutes before your scheduled pickup time.

Please call or text us if your appointment is running behind schedule. We will work to accommodate the delay. If we have a waiting driver, they will stay as long as possible. Otherwise, we may need to reschedule your return trip based on availability.

Our customer support team is available 24/7. Call us at (608) 515-5140 ext. 800 or email nemt@fasttrack2024.com. For urgent matters during a ride, you can also contact your driver directly.

Yes! We provide transportation services 24 hours a day, 7 days a week, including holidays. Medical needs do not follow a 9-5 schedule, and neither do we.

We value your feedback! Please contact our customer service team by phone or email. We take all feedback seriously and use it to continuously improve our services. Your satisfaction and safety are our top priorities.

While we cannot guarantee a specific driver due to scheduling and availability, we do our best to accommodate preferences, especially for recurring appointments. Let us know your preference and we will make every effort to honor it.