[ShuttleFAQs] | Sonoma-Marin Area Rail Transit

SMART Connect - frequently asked questions

SMART Connect logo

Frequently Asked Questions regarding the SMART Connect shuttle program

What is SMART Connect?

SMART Connect is SMART’s on-demand shuttle service, now serving Larkspur and Sonoma County Airport. SMART Connect Airport provides a connection between the SMART Sonoma County Airport Station and the Charles M. Schulz Sonoma County Airport, and SMART Connect Larkspur provides a connection between the SMART Larkspur Station and the Golden Gate Ferry Larkspur Terminal.

How long will I have to wait for SMART Connect?

The estimated wait time is 5-15 minutes, depending on demand. Once a ride is booked on the app, riders can monitor the real-time location of the SMART Connect shuttle. Rides booked over the phone will receive an estimated pickup time from the dispatcher and an automated call when the vehicle has arrived at the pickup location.

Will I make my train or ferry connection?

For on-demand rides, the Ride Pingo app utilizes a feature called Transit Connect, where the routing software will prioritize train connections. When selecting the SMART Sonoma County Airport, SMART Larkspur Station, or Golden Gate Ferry Terminal as the destination, riders will be prompted to select which train or ferry they would like to meet, and the routing software takes care of the rest.

How far in advance can I pre-book a ride on SMART Connect?

Rides may be pre-booked up to two weeks in advance or as little as one hour prior. Passengers taking the train to the Sonoma County Airport are encouraged to pre-book their SMART Connect ride, which will give an estimated arrival time; passengers should generally allow for 10-20 minutes of travel time to the airport.

Does a SMART Connect ride need to start or end at the airport, train station, or ferry terminal?

Riders can use SMART Connect for any origin and destination within the service zone.

Can I board the shuttle without a prior reservation?

Because SMART Connect is dynamically routed based on trip requests, riders are encouraged to book rides before boarding the shuttle. However, walk-ons can be accommodated if space permits. Due to large crowds, riders of SMART Connect Larkspur are strongly encouraged to pre-book trips. 

Will I always receive a ride?

If SMART Connect is experiencing very high demand, your initial ride request may not be accepted. But please try again in a few minutes. Once other riders have completed their trips, your request may be accepted.

Can I bring a child or baby aboard?

Riders of all ages are welcome. Please bring a car seat or booster seat for small children who need them—these safety restraints are recommended but not required. All children, regardless of age, must be identified as an “additional passenger” when booking your ride. 

How do I contact customer service assistance for SMART Connect?

If you have trouble booking a trip on the Ride Pingo app, please call 800-727-0279 for assistance booking a trip. Ride Pingo app support can be found within the Help menu of the app for all technical issues. For other customer service inquiries, please call SMART Customer Service at 707-794-3330 (TTY 711).

Are pets and service animals allowed aboard SMART Connect?

Service animals are welcome to ride in SMART Connect vehicles without restrictions. Other dogs and cats must be in an airline-approved carrier to ride.

Can I book a ride for a group on SMART Connect?

SMART Connect is open to the public but isn’t designed for large groups. You can request a ride for up to 10 passengers at a time. If you are making a reservation by phone, please notify the agent of the total number of passengers in your group. SMART Connect will try to meet all requested trips but cannot guarantee seating for large groups.

What type of vehicle is the SMART Connect shuttle?

SMART Connect Airport is an ADA-compliant battery-electric 10-passenger van manufactured by GreenPower Motor Company. SMART Connect Larkspur is an ADA-compliant 11-passenger gasoline-powered Ford Transit passenger van. 

Is there a lost and found for items lost on SMART Connect?

For items lost on SMART Connect, contact SMART Customer Service at 707-794-3330 (TTY 711). Recovered items can be picked up at SMART’s Petaluma Office at 5401 Old Redwood Hwy, Suite 200, Petaluma, CA 94954.