Is METROLift on Time?

Yes, METROLift is a timely service. The on-time performance of service reliability standard for METROLift is comparable to METRO’s local fixed route bus service. On-time service depends upon a partnership between our patrons, drivers and METRO staff. For the driver to find you without delay, be sure that METROLift has a record of all gate codes and other special instructions. Make sure that you are ready when the driver arrives and proceed immediately to the vehicle. If all parties responsible for on-time operation do their share, you will get to your destination on time.

On the day of service, you can wait inside as long as you can see or hear the vehicle drive up. If you cannot, you must wait outside where you can see the vehicle.

Please use MACS or MACS-WEB for updated trip information. MACS and MACS-WEB offer patrons the ability to avoid call hold times while better managing their service. Always be ready and waiting 15 minutes before your scheduled time to prevent service delays. MACS and/or MACS-WEB will provide you with METROLift’s current estimated arrival time.

MACS features include trip cancellation, trip confirmation and trip scheduling. To reach MACS simply follow the menu when calling the dispatch or reservation office numbers. To use MACS you will need your client ID number and password.
Remember when using the MACS system that, if the estimated time of the arrival of your vehicle is more than 15 minutes later than the scheduled time, press “0” to talk to a dispatcher; don’t wait.

MACS-WEB is also available and offers the same features as MACS. To access MACS-WEB, go to www.ridemetro.org.

Vehicle Late?

We rely on you to let us know if your vehicle is late. The longer you wait, the longer it takes for us to respond. If the vehicle has not arrived at the scheduled time, call 713-225-0410 and talk to a dispatcher immediately. Repeat this process every 15 minutes until you receive service. By contacting METROLift immediately, you assist in eliminating unnecessary delays in providing service. Remember, don’t wait if your vehicle is late.

Not Going? Last Minute Schedule Change?

If you know you’re not going to be ready or find out at the last minute that you cannot go at all, please call 713-225-0410 to cancel your trip. Call 60 minutes or more before your trip. If you don’t call and don’t show up for your trip, you will be considered a “No-Ride.” METRO limits the number of No-Rides you can have in one month to 10.

In the event that we send a vehicle to your location and the driver cannot locate you, the driver will report the No-Ride to the dispatcher. The dispatcher will log the call, verify your trip information, and No-Ride your trip. All of your remaining trips for the day will automatically be put on hold by the dispatcher. If you call in after your No-Ride and you still need to travel, your trips will be reinstated. Please call the Dispatch Office before the driver wastes a trip to your location.

No-Ride Policy 10-10-10

A No-Ride by any patron hurts the service but excessive No-Rides are abusive to the METROLift system, affecting other riders, drivers and dispatchers.

In a one month period, if you have 10 No-Rides equaling 10% or more of your total trips, METROLift staff will send you a certified and regular letter that suspends your riding privileges. The 10-day suspension will start on the 20th day of the month. Continued abuse of the No-Ride policy will lead to progressively longer suspensions, up to a permanent suspension of service.

We realize that there are times when you cancel and the vehicle still arrives to pick you up. We strive to communicate with the driver to avoid this but sometimes it can’t be done. If you cancelled your trips using MACS at 713-225-0410, or MACS-WEB at www.ridemetro.org, we have a record of your cancelled trips, and they will not count against you.

Process for Appealing Suspension of Service

All non-permanent suspension appeals must be made immediately to METROLift Customer Service at 713-225-0119. All non-permanent suspensions are issued by certified and regular mail before they become effective. METRO encourages patrons to provide information that may explain or clear the reason for suspension.

If you are permanently suspended from service due to excessive No-Rides or behavior that is a threat to yourself or other patrons, you have the right to appeal METRO’s decision. All appeals must be received by METROLift within 60 days after you receive a certified letter of suspension.

Send letters of appeal to:
METROLift Appeals
P.O. Box 61429
Houston, TX 77208-1429

If a decision is not made within 30 days after receipt of appeal, the patron has the right to use the service until a decision is made. All disputes that cannot be handled by METROLift management will be forwarded to the METROLift Appeals Committee, comprised of an independent group of people with disabilities and advocates for people with disabilities.

Ready Early?

METROLift will make every effort to send a vehicle early as space permits. “Ready Early” rides are not guaranteed and are not offered for any trip less than 90 minutes early. “Ready Early” rides will not be offered during peak hours or during inclement weather.

Have a Service Comment?

If you have a comment, positive or negative, about METROLift service or a METROLift employee, please note the time and date, vehicle number, vehicle location, and then call METROLift Customer Service at 713-225-0119 (TDD 713-652-8969), Monday – Friday, 10a.m. – 5 p.m. Comments can also be received at the METRO Public Comment line for general information at 713-658-0180 (TDD 713-658-0180) 7 days a week, Monday – Friday 6 a. m. – 9 p.m., Saturday & Sunday, 8 a.m. – 8 p.m. Comments help METROLift staff improve service and are treated confidentially. On average, comments will be processed within 7 – 10 business days.

Calling Dispatch from a Pay Phone

When calling dispatch from a pay phone, dial our toll-free number at:
1-877-214-RIDE (7433).