Timeliness of Service
A trip is considered on-time if the vehicle arrives within 30 minutes of your scheduled pick-up time (user time, which does not change). Our goal is 90% on-time performance. 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. Being ready and waiting 15 minutes before your scheduled time can help prevent service delays.
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. 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 reservations 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.
Calling Dispatch From A Pay Phone
When calling Dispatch from a pay phone, dial our toll-free number 1-877-214-RIDE (7433).
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 make your trip, 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 to ten in one month.
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.
Need to Cancel A Trip?
There are three ways to cancel unneeded trips to avoid a No-Ride: Call 713-225-0410 and speak to a customer service representative. Call 713-225-0410 and press 1 at the prompt to be connected with MACS, the METROLift Automated Calling System. Use MACS-WEB, METROLift Automated Computer System, www.RideMETRO.org, - “Services” - “MACS-WEB” (METROLift Trip Planner).
No-Ride Policy 10-10-10
A No-Ride is when the vehicle arrives at the scheduled time and location but the customer and driver do not connect and the driver leaves without the customer. 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. Letters are mailed at the beginning of each month giving you more than 15 days to appeal. The 10-day suspension will start on the 20th day of the month.
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. Also, if the vehicle arrives outside the 30-minute pickup window and you do not ride, then the No-Ride will be excused.
Suspension of Service
All non-permanent suspension appeals must be made 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 clarify the reason for suspension.
The Americans with Disabilities Act (ADA) permits the suspension of service to customers who engage in violent, seriously disruptive or illegal conduct towards other passengers, drivers or METROLift or its agents’ staff. METROLift customers are responsible for the conduct of their personal care attendants and/or guests, including children. In the case of suspensions for violent or seriously disruptive conduct during a paratransit trip, the suspension will take effect immediately, but the customer will be entitled to a post-suspension appeal.
Process for Appealing Permanent Suspension of Service
If you are permanently suspended from service due to behavior that is a threat to yourself or other patrons, you have the right to appeal METRO’s decision. Appeals may be submitted by calling 713-225-0119 or mailed to the following address:
P.O. Box 61429
Houston, TX 77208-1429
If a decision is not made within thirty 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.
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, 10 a.m. – 5 p.m. Comments can also be received at the METRO Public Comment line for general information at 713-658-0180 (TDD 713-635-6993) seven days a week, Monday – Friday, 6 a.m. – midnight, Saturday and Sunday, 8 a.m. – midnight. Comments help METROLift staff improve service and are treated confidentially. On average, comments will be processed within seven to ten business days.