Call us at (773) 278-4446 and a Member Services representative will retrieve your member number and password. If you lose your card, please report it to us immediately. You can request a new one by calling Member Services. Replacing a lost key card costs $15. X

Car sharing works when our members are respectful and responsible toward each other. This includes planning ahead and returning the vehicle on time. In the event the member before you is running late and we are notified, we will call you to let you know your options. Our policies protect members from being inconvenienced, so if we are not notified when a member is running late and your vehicle is not there, call us immediately and we will do everything we can to get you driving as soon as possible. We might move you to a different car and reimburse your cab fare or credit your account for the inconvenience. As for the person who is late, they will pay an automatic $20 penalty plus additional fees if applicable.
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Please follow these steps in such an event:

1. If there are injuries, call 911 immediately. The police must also be notified if there are any injuries.
2. As soon as possible, notify I-GO’s 24-hour Member Services call center at (773) 278-4446 and report any vehicle damage.
3. Please cooperate with the other party and the police. Vehicle registration
   and insurance information can be found in an envelope in the organizer above the driver’s side visor.
4. Use the Vehicle Damage Report Card (also kept above the visor) to report damage to I-GO. If you do not report damage, you may be held responsible for the first $500 to $750 of the $1,000 deductible.
5. Fill out and return the accident report form to I-GO, even if the accident
   is not your fault or the police are not notified.
6. You must complete the entire accident report, including the other driver’s information (name, license plate number, insurance, etc).

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I-GO has 24-hour road-side assistance for all our vehicles. Call I-GO’s 24-hour Member Services call center immediately, and we will dispatch a tow truck to help you or call a taxi to get you to your destination.X

Please call I-GO Member Services at (773) 278-4446 to report any damage to the vehicle, and use the Vehicle Damage Report Card in the vehicle to report damage. If you do not report the damage, you may be held responsible for the first $500 to $750 of the $1,000 deductible. We also encourage you to use the feedback option located in your online account to report minor problems. After you log in, click on “Feedback” in the main menu bar. In this section, you can report a malfunctioning fuel card, lost and found, lost smart card, ticket, vehicle cleanliness, and minor scrapes and cosmetic damage.X

Our reservation system makes it easy to find available vehicles either by using saved locations or searching by address or map. If you’re flexible with your date and time, you can view all vehicles in your search and see when a nearby vehicle may be available. We try to cluster vehicles together, so if your #1 preferred car is taken, your #2 or #3 choice will be nearby. We continually add new vehicles to our fleet, and we’re always checking our supply and your demand for certain vehicle types to ensure our members’ needs are met. If you find that you’re consistently having a problem finding an available car, please email us and we’ll try to remedy your situation.X

I-GO does not assume responsibility or liability for personal items left in our vehicles. If you leave a personal item in an I-GO vehicle and feel that you would like to notify us in the event the item or items might be turned in or reported by the next member, you should phone our 24-hour Member Services call center at (773) 278-4446. Let us know the vehicle location, vehicle ID number, your member account number, and the date and time when you returned the vehicle. We advise making a 30-minute reservation and incurring the small cost to check the vehicle for your belongings.

If you find another member’s belongings, please put them in the glove box or the trunk of the vehicle. If you feel they may be of value and would like an I-GO representative to keep them safe, please call Member Services and provide us with the aforementioned information and a description of the items. Please do not take the items with you. You can also report the lost or found item in the “Feedback” section of the reservation site.
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When I-GO receives a ticket violation, we pay the ticket and pass those charges on to the offending member. The ticket charge will appear on your next I-GO billing statement. To avoid the additional $20 processing fee we charge if we have to process a ticket, please pay tickets promptly.X

In the event that your I-GO car is not parked in the I-GO location, first look around, because the previous member may have parked it in a space nearby. If you can’t find it, call our 24-hour Member Services call center at (773) 278-4446. We will get you on your way via a taxi or another nearby I-GO vehicle. We’ll also pay for the taxi and may pass along these costs to the member who may have failed to return the car on time to the proper location. X

Before you begin each trip, be sure to check the inside and outside of the vehicle and report any damage. Minor damage, such as scratches, should be noted on the Vehicle Damage Report Sheet, located above the driver’s side visor. (If the damage has already been noted on the Vehicle Damage Report Sheet, you do not need to do it again.) For major exterior damage or an extremely dirty interior, call Member Services at (773) 278-4446 to report the problem. If you fail to report damage to a vehicle not recorded earlier by another member, you may be held responsible.

Problems accessing vehicle: If the doors do not unlock when you hold your I-GO smart card over the card reader, try removing the card for a few seconds and then try again. You should also repeat this sequence if the light turns yellow and stays that way for 90 seconds when you hold your card over the reader. The second time, the light should turn green and unlock the doors. This can occur when the previous trip hasn’t been properly ended by using a key card to lock the vehicle. It may also occasionally occur in parking garages when the in-car vehicle technology has difficulty communicating with the cellular signal.)

If the doors are unlocked, get in and check for the key. If it is not in the key pad console in the glovebox, you will need to insert the black key fob back in the slot, step out of the car, close the doors, and hold your smart card over the card reader twice—once to clear the previous member’s reservation, and again to record the start of your trip.

If the door remains locked and none of these steps are working, phone our 24-hour Member Services call center at (773) 278-4446 and we will remotely unlock the vehicle. You will then be instructed to locate the key, put it back in the key pad, step out of the car, close the doors, and hold your smart card over the card reader twice.
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We do not encourage members to “release the balance” of their trip by canceling their reservation after returning the car early. Most members do this as a courtesy to the next member—often in areas where I-GO cars experience high demand. Members are responsible for the full time of their reservation. If you take this step, you will be still be charged for unused time unless another member happens to reserve some or all of the remaining time in your initial reservation period. There are two ways to release your balance: online (either through our main web site or our mobile site: http://reservations.igocars.org/mobile) or by calling Member Services at (773) 278-4446.X

If you are running late or need more time, first try extending your reservation by calling Member Services at (773) 278-4446 or by using our mobile site for smart phones: http://reservations.igocars.org/mobile

If you cannot extend, contact us at least 30 minutes before the end of your reserved time. Even if you’re not sure whether you’ll be late, phone the 24-hour Member Services call center and give us a head’s up. Providing us with at least 30 minutes of warning allows us to help relocate the next member scheduled to use the vehicle, and you’ll avoid the automatic late fee. If you don’t call, you will automatically be charged a late fee, plus any inconvenience fees to the next member. X

If you’re on a pay-as-you-go plan (GO Standard or GO Standard Plus), you won’t be charged when you don’t use the car. If you’re on either the GO Budget or GO Anytime plans, which have set monthly fees for a minimum of six months from inception, you cannot change your plan in your online account — unlike GO Standard and GO Standard Plus, which you may switch between in your online account at any time with no penalties. After you make your changes, remember to click “Save Changes” at the bottom of the page. Rate plan changes take effect the first day of the next month. You may contact us at planchange@igocars.org to request a change from a monthly fee plan to a non-monthly fee plan or vice versa.X