Wake Forest reports sharp uptick in microtransit ridership; residents raise accessibility and safety concerns

Brad West, the presenter for the Go Wake Forest transit update, told the Town of Wake Forest Board of Commissioners that the town’s microtransit pilot has shown rapid ridership and performance gains since it replaced the Wake Forest Loop bus.

West said the program started in the third quarter of 2024 with roughly 1.5 boardings per hour on the Wake Forest Loop and that, after switching to a microtransit model, the system is now averaging about 21 boardings per hour. He reported a 91% met-demand rate, on-time performance near 85% and a decline in cost per boarding from $74.33 under the bus loop to just above $20 in February.

The numbers matter because the town manager increased weekly driver hours from 500 to 580 to meet demand, West said, expanding the fleet to eight active vans and two spares (ten total). West also said security cameras that record inside and outside the vans have been installed, vans now have speed and abrupt-stop tracking, and van cleanings were increased from once to twice weekly. He said the town’s Community Funding Area application to CAMPO was unanimously recommended by the selection committee and, if approved by the CAMPO executive committee and GoTriangle Board of Trustees, would provide matching funds of a little over $1 million drawn from the Wake County transit tax to pay for about half of the system.

Why it matters: town leaders say the changes have meaningfully improved reliability and reduced per-ride costs, but speakers at the meeting warned the microtransit model leaves some riders behind and called for clearer enforcement and communications.

Public comments underscored equity and operational concerns. Pepin Webb, a Wake Forest resident who said she rode the bus daily in 2024 until the fixed-route service ended, said microtransit provides useful door-to-door service for some riders and disabled passengers but excludes people who do not own smartphones or who rely on consistent work commutes. Webb described a senior, “Ken,” who she said chose his apartment for proximity to a bus loop that no longer runs and who was left stranded because he does not have a phone. “Public transport that presupposes that its riders have phones, an internet connection, or a backup ride is transport that excludes those who most need it,” Webb said, and she urged the town to “consider running a scheduled shuttle for a few loops in the morning and the evening in addition to this microtransit program.”

Another commenter, Michael Veil, raised safety and enforcement questions about operators. Veil said he often saw drivers using earbuds, headsets with boom mics or holding cell phones while driving and asked whether the newly installed cameras would detect those behaviors. He also said the town website showed a $2.50 fare starting April 4 while other town officials had said fares would be delayed; he asked for clearer public communications. Veil also reported seeing passengers vaping inside vans and asked whether operators were enforcing a smoke-free policy.

Town staff responses and next steps Brad West told commissioners he could follow up on whether the vans’ cameras record audio and said the speed- and stop-tracking software allows review of driver behavior after complaints. He noted that the unmet-demand rate has ticked down but cautioned the program is approaching a capacity ceiling without added hours or vehicles. West said staff will return in about a year for a full review but that the board could request an earlier update if needed.

Funding and oversight West said the CAMPO recommendation would need final approval by the CAMPO executive committee and GoTriangle trustees before the town receives matching funds. He described the funding source as the Wake County transit tax; the amount recommended by the selection committee is “a little over a million dollars” for the town’s match.

What was not decided No formal action or vote on microtransit operations, fares or shuttle service occurred at the meeting; commissioners did not adopt a new policy or set a specific implementation deadline. Staff said they would report back to the board on any follow-ups, such as confirmation about audio recording on cameras and potential schedule-based shuttle options.

Ending note Commissioners thanked staff for the operational improvements and invited further community input; residents urged the board to prioritize dependable commute options for riders without smartphones and clearer enforcement and public messaging.