What to Expect During Inclement Weather
NET Trans is committed to operating safely year-round. During winter weather, ice, or other hazardous conditions, the safety of our passengers and drivers is our #1 priority.
At the same time, we carefully consider our customers’ need for vital transportation to medical care and employment. Decisions to alter service are never taken lightly.
How We Make Weather Decisions
Weather-related service decisions are based on multiple factors, including:
- Forecasts from NOAA.gov (snowfall totals, temperatures, timing, ice risk)
- TDOT SmartWay maps to assess real-time road conditions
- Road conditions across our 8-county service area
- Recommendations from local law enforcement and emergency management
- Driver and passenger safety considerations
- Vehicle accessibility, especially on hills, rural roads, and unplowed areas
Our goal is to avoid accidents or injuries while still providing service when it is safe to do so.
NET Trans Service Hours (Normal Operations)
- Service hours: 5:00 AM – 6:00 PM
- Earliest appointment time: 5:00 AM
- Latest pickup time: 6:00 PM
- Driver shifts typically start 1 hour before and end 1 hour after service hours to allow for travel time.
When a delay is announced, it applies to customers’ appointment times, not driver shift times.
Service Delays Explained
2-Hour Delay
- Trips with appointment times 5:00–6:59 AM are canceled
- We try to accommodate trips beginning at 7:00 AM
- Driver shifts start at approximately 6:00 AM
3-Hour Delay (Most Common)
- Trips with appointment times 5:00–7:59 AM are canceled
- We try to accommodate trips beginning at 8:00 AM
- Driver shifts start at approximately 7:00 AM
Opening at 10:00 AM
- Trips with appointment times 5:00–9:59 AM are canceled
- Driver shifts start at approximately 9:00 AM
- Trips with appointment times 10:00 AM or later may be accommodated
Limited Service
- Only life-sustaining medical trips are accommodated prior to the announced time
Return (Home) Trips During Delays
If service is delayed and a customer’s first trip falls within the delay hours:
- The return (home) trip is automatically canceled
- Customers must rebook the return trip by:
- Using the NET Trans mobile app, or
- Calling the Call Center at 423-461-8233 once it opens
This information is included in the automated phone notification.
If NET Trans Is Listed as “Closed”
This means:
- All scheduled rides for the day are canceled
- No same-day, next-day, or on-demand trips will be provided
- Call Center operations may be limited or closed
Passengers with medical appointments should contact their provider to notify them of the cancellation.
Communication & How to Stay Updated
We communicate delays and closures through multiple channels:
- Automated phone calls to impacted customers
- NET Trans Mobile App (best source for real-time trip status and ETAs)
- WJHL Closings & Delays
- NET Trans Facebook page
- Local news outlets
If a trip is canceled, we will not be picking you up.
If the trip is still active in the app, your ride should arrive at the listed time.
Safety Tips for Passengers
Even when service is running, please:
- Allow extra time for pickups
- Keep driveways and walkways as clear as possible
- Use handrails and watch your step when entering/exiting the van
- Dress warmly and wear shoes with good traction
Thank You for Your Patience
Inclement weather affects each area differently. NET Trans works hard to provide safe, reliable service whenever possible.
Your understanding helps keep both passengers and drivers safe.
