Calling Dispatch

Is METROLift on Time?

Please call Dispatch 713-225-0410 for updated trips information by using MACS the automated calling system and selecting #1. MACS offers patrons the ability to avoid call hold times while better managing their service. Be sure to be ready and waiting 15 minutes before your scheduled time to prevent service delays. MACS 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 eservation office numbers. To use MACS you will need your client ID number and your password. Remember when using the MACS system 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.

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

On time service depends on a partnership between our patrons, drivers and METRO staff. For the driver to find you without delay, be sure METROLift has a record of all gate codes and other special instructions. Make sure 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.

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 immediately. Repeat this process every 15 minutes until you receive service. If a third call is necessary, ask to speak to a Dispatch supervisor. By contacting METROLift immediately, you assist in eliminating unnecessary delays in providing service. Remember, don't wait if your vehicle is late.

From a Pay Phone

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

From a Cellular Phone

Cellular phone customers may be able to call the METROLift dispatch number to check on or cancel a trip by pressing “*-L-I-F-T” (*5438) or “#LIFT” and then pressing the “SEND” key. It’s a free call. Check with your cellular phone company to verify this feature.  

Ready Early?

METROLift will make every effort to send a vehicle early as space permits. Ready earlies are not guaranteed and are not offered for any trip less than 2 hours early. No ready earlies will be offered during peak hours or during inclement weather.  

Not Going? Last Minute Schedule Change?

If you know you’re not going to be ready or find out at the last minute you cannot go at all, please call 713-225-0410 to cancel your trip. Call 30 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 three. So, call and help us avoid sending a vehicle to your location when you know you’re not riding.

In the event 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. So please call the Dispatch office before the driver wastes a trip to your location.

No-Ride Policy

If you have three No-Rides in a one-month period, METROLift staff will call you and/or send you a letter that puts you on the No-Ride Confirmation Program. The No-Ride Confirmation Program will require that you call Dispatch 30 minutes before each trip to let METRO know you intend to ride. You will stay on the No-Ride Confirmation Program until you go one month without a No-Ride.

While on the No-Ride Confirmation Program, if you fail to call in 30 minutes prior to each trip, all your trips for the day will be cancelled.

If you have two more No-Rides, while on the No-Ride Confirmation Program, your riding privileges will be suspended for one week. After the one-week suspension, you will be returned to the No-Ride Confirmation Program until you clear your account by being No-Ride free for one month.

Continued abuse of the No-Ride Policy will lead to progressively longer suspensions, up to a permanent suspension. Prior to suspension for excessive No-Rides, METRO will send you a certified letter explaining why you are being suspended. The letter will give you two weeks before the suspension becomes effective. The two weeks will begin from the date you receive the letter as documented by the certified mail receipt. METRO will review the circumstances for each No-Ride prior to counting the No-Ride toward your record. If you have information that will explain a No-Ride, please call immediately to our Customer Service office at 713-225-0119.

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, and your driver still comes. However, these trips will not count against you as No-Rides because, if you called the Dispatch office or MACS at 713-225-0410, we have a record of your cancelled trips.

Appeal Process

All nonpermanent suspension appeals must be made immediately to METROLift Customer Service at 713-225-0119. All nonpermanent suspensions are issued by certified mail allowing two weeks before they become effective from the date the letter is received by the patron. 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 made in writing and received by METROLift within 60 days after you receive a certified letter of suspension. Send letters of appeal to:

METROLift
P.O. Box 61429
Houston, TX 77208-1429

If a decision is not made within 30 days after receipt of the written appeal, the patron has the right to use service until a decision is made. All disputes that cannot be handled by METROLift management will be forwarded to the METROLift Appeals Committee.