Frequently Asked Questions
About KAT Quick Links
Have questions? We have answers! You can browse through all our frequently asked questions, or you can jump to a specific section by using the quick links below.
If you are unable to find an answer to your questions, please reach out to us via our Contact form.
Fixed Route Buses
Are buses required to stop at every bus stop even when no one is waiting at the stop?
No, operators will only stop at bus stops where passengers are waiting. If a route is on detour, operators will make courtesy stops at safe locations along the detoured route. Please signal to the operator you will be boarding his or her bus.
Can I bring food or drinks onto the bus?
The bus sign is damaged / missing at this location?
Please fill out the Contact Us form. Provide a detailed description of the location and your concern will be addressed as soon as possible.
Can I get change from the ticket vending machine at Knoxville Station?
The ticket vending machine on the Knoxville Station Platform is out of order. There is a change machine on the 1st floor of Knoxville Station next to the vending machines across from the Customer Service desk. To purchase KAT Bus tickets, please visit the Customer Service Counter, or purchase a mobile ticket through the Transit app.
Who qualifies for discounted fare?
For a list of individuals that qualify for a reduced fare, please visit our Discounted Fare Qualifications page.
How much does it cost to ride the bus?
For a detailed list of our current fares, please visit our Fares page.
Do children ride the bus for free?
Children 4 years and younger are allowed to ride for free. Knox County School students also ride for free through the Youth Freedom Pass Program.
What credit cards are accepted at the Knoxville Station Customer Service Counter?
Does KAT provide service to the airport?
How do I request a bus shelter or semi-seats at my bus stop?
Please click here to review the ‘Shelter Process, Guidelines, and Requests’ page for details.
If I need to get to my destination by a particular time, what should I do?
If you need help planning your trip, you can get step by step directions using our app, Transit. Download it for free and learn how to use it here. You can also call our Customer Service line at 865-637-3000, or use our trip planner tool on our website.
Is tobacco use allowed?
Does KAT provide service to Halls? Powell? Karns? Farragut? Strawberry Plains?
I’m trying to get to the University of Tennessee campus. Which bus do I take from Knoxville Station?
Can I purchase a football shuttle pass at the Knoxville Station Customer Service Counter?
No. Starting with the 2024 Football Season, you must purchase your shuttle ticket through our official app, Transit. The app is free to download from the App Store and Google Play.
Are pets allowed on the bus?
How and where can I purchase bus passes?
KAT offers several different fare payment options. For a list of these options please visit the Purchase Bus Passes page.
How do routes change when there is a severe weather emergency?
How are bus stop locations decided?
Decisions for locations follow a three-step process. First, an initial review based on ridership, distance between stops, and physical site feasibility. Second, a review committee further evaluates equity, efficiency, and safety features. Third, placement guidelines from City regulations and federal standards direct how stops are installed. Please share your bus stop request or comment by going to CONTACT US.
Customer Service
What are the hours of operation for the Knoxville Station Customer Service Counter?
The Knoxville Station Customer Service Counter is open from 8:00 a.m. to 5:00 p.m. on weekdays and Saturdays. Effective September 1, 2024, the Customer Service Counter will be open from 8:00 a.m. to 12:00 p.m. on Sundays.
What is the weekend schedule for route service?
Each route has a different schedule on Saturdays and Sundays and some do not run on weekends. View our route times and schedules.
I lost my 30 day pass or 20 ride pass. What can I do?
KAT cannot replace, refund, or exchange passes.
I would like to speak to someone about an experience I had on the bus. Who can I talk to?
We are always happy to hear about your transit experience whether it be a driver commendation or a not so enjoyable situation. To report your experience, please call our Customer Service line at 865-637-3000 or use our Contact Form. Your experience will be documented and someone will contact you to follow up if necessary.
What Holidays does KAT observe?
KAT observes the following holidays and is closed on these days: New Year’s Day, Independence Day, Thanksgiving Day, and Christmas Day.
Kat operates on a Sunday schedule on the following holidays: Martin Luther King Jr. Day, Memorial Day, Juneteenth, Labor Day, the day after Thanksgiving and Christmas Eve.
What are the operating hours for fixed routes?
KAT provides fixed route service throughout the city on weekdays, Saturdays, and Sundays. For additional details, please visit our Schedules & Routes page.
Where can I find something I have left on the bus?
Please call 865-637-3000 to inquire about lost items or fill out our Contact Us form. Items found on KAT buses may be available at the Knoxville Station Customer Service Counter within 24 to 48 hours. Lost items will only be held for 15 days. Please review our Lost & Found Policy here.
I lost my Discounted Fare ID card. How do I get a replacement?
The bus does not provide service where I need to go. Who can I talk to?
Please refer to the Contact Form. Provide a detailed description of your request and it will be considered by our service modification team. KAT often receives requests for service changes and expansions, and we appreciate your desire for transit service.
I bought a pass on the bus and received my change on a card. How do I get my money back?
We are unable to exchange a change card for cash, but change cards can be used on the bus for your next trip or at the Customer Service Counter towards the purchase of other passes.
Mobile Ticketing
Where did my activated ticket go?
Activated single use tickets are only available for 15 minutes. Once that time period is up, the ticket will expire and be removed from your ticket wallet. To keep this from happening, only activate your ticket just before you board.
Where is the ticket bar that’s supposed to be on the homepage?
Where are the tickets I purchased?
Purchased tickets can be found at the bottom of your home screen. The ‘Buy ticket’ bar will now say ‘Activate’ to indicate you have a purchased ticket ready for use. Only activate your ticket just before you board.
You can also find your tickets by tapping the gear icon and looking under the ‘My tickets’ section. If you have purchased multiple tickets – this is the best area to look to make sure you activate the correct ticket you want to use.
I still don’t see the mobile tickets I purchased. Where are they?
Try refreshing your account. Tap the gear icon, scroll down to the bottom and tap on ‘KAT’ under the ‘My memberships’ section, then tap ‘Refresh account’.
You can also try signing out of your account and then logging back in. To sign out, tap the gear icon, then the green Transit bar at the bottom of the screen. Tap ‘Sign-out’. The bar will turn white – tap it and follow the steps to log back in.
How do I use my one-day pass/30-day pass?
Once you activate a one-day pass or 30-day pass, it will remain activated for the entire day or 30 days. You may close the ticket screen once you’ve used it. To use the ticket again, tap the ticket bar at the bottom of your home screen. Instead of ‘Buy ticket’, it will now say ‘SHOW’ to indicate you have an activated ticket that you may reuse. Tap it and your mobile ticket will open up again.
You can also find your tickets by tapping on the gear icon and looking under the ‘My tickets’ section.
How do I purchase discounted fares in mobile ticketing?
If you are currently approved for discounted fares, please call Customer Care at 865-637-3000 to have them enable the discount in your account. If you do not have a Transit account yet, please download Transit and create your account before calling.
Once enabled, you may purchase discounted or full fares by selecting the fare type from the drop-down menu when buying tickets.
If you do not currently receive discounted fares, view our eligibility requirements and download an application here.
If you purchase a discounted fare ticket for someone else under your account, they will need to show ID in order to use it.
Can I purchase a ticket for a friend or family member?
Yes. Choose the number of tickets you need for everyone traveling with you by tapping the ‘Buy ticket’ bar on the home screen and select the total number of tickets you will need and complete purchase.
You can also purchase tickets by tapping the gear icon and scrolling down to the ‘My Memberships’ section. Tap on ‘KAT’, then tap ‘Buy ticket’, select the total number of tickets you need and complete the purchase.
To activate multiple tickets: Tap on the gear icon and look under the ‘My tickets’ section to see all of your tickets. Activate a ticket for each person – but only do this just before you board your bus. Once all tickets are activated, you will be able to scroll between them.
Can I purchase a ticket and send it to someone else?
How do I access my tickets on a new phone?
Simply log into your Transit account from your new phone. Your purchased tickets will appear as usual. You get 3 device change credits in a 6-month period. You will use one when you switch devices or reinstall the app.
If you see a dialogue box that says you are signed in to too many devices, and are unable to log in, you need a device change credit. Please contact KAT Customer Care for assistance at 865-637-3000.
Something went wrong with the Transit app, who do I contact?
If it is a technical issue, please contact Transit through the app. Tap the gear icon, then tap the Transit icon (the far-right icon at the very top that looks like a sideways S), tap ‘Email us’, then an email with pre-populated information will open up. Type any comments and hit ‘send’.
If it is something else, please contact KAT Customer Care at 865-637-3000.
Lift Paratransit
Who is eligible for the LIFT paratransit service?
What do we do if a passenger is ready early?
Why is there a 30 minute window?
How long does it take to get approved for the LIFT paratransit service?
What do I do if the driver isn't coming to the door?
If a passenger is having any problems with their transportation, they should call the LIFT Department at 865-215-7850 and speak with the supervisor. The LIFT is a door to door service and drivers are required to fulfill these job duties.
What time is my LIFT vehicle coming?
How do I apply for the LIFT Service?
LIFT passengers must be pre-qualified for the service. Download the LIFT application, complete the application, and return it to the Knoxville Station Transit Center at 301 Church Avenue. Please click here to visit the LIFT page for more information.
