Timeliness of Service
A pick-up is considered on-time if the vehicle arrives within 30 minutes of your
scheduled pick-up time (user time, which does not change) and a drop-off is considered on time if we meet your appointment time. Our goal is 9 percent or better 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. There are times the driver may arrive early. The choice is yours to leave early (if you are ready) or the driver will wait until the scheduled time of your pick-up. Customers are allowed 5 minutes from the time the driver arrives before the vehicle can be cleared to leave the location without the customer.
On the other hand, if your vehicle arrives more than 30 minutes before your requested
appointment time and there is a safety concern, please inform the driver to contact dispatch about the situation.
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 or hear the vehicle. Use either MACS-WEB / EZ-Wallet or MACS for updated trip information. Both MACS-WEB / EZ-Wallet or MACS offer patrons the ability to avoid call hold times while better managing their service. MACS-WEB / EZ-Wallet and 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 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 / EZ-Wallet is also available and offers the same features as MACS but online.
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? 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.
In the event that we send a vehicle to your location and the driver cannot locate you, the driver will report the no-show to the dispatcher. The dispatcher will log the call, verify your trip information, and no-show your trip. 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-show:
- Call 713-225-0410 and speak to a customer service representative.
- Call 713-225-0410 to use MACS, the METROLift Automated Calling System.
- Online MACS-WEB / EZ-Wallet
Info-Notification – Next-Day Trip Itinerary
With Info-Notification, an automated phone call will be made to customers the night before their scheduled travel date providing a complete schedule of their rides. On the day of service, customers will receive an automated call before their scheduled trip, informing them that the driver will arrive shortly. At that point, customers should gather their belongings and prepare to meet the vehicle.
Customers who prefer to receive an email or text message instead of an automated phone call should contact the Info-notification line at 713-652-8015 Monday through Friday, 8 a.m. – 5 p.m. (Standard texting rates may apply).
Customers not interested in receiving automated messages through Info-Notification can “opt out” by calling the Info-Notification line at 713-652-8015. Customers who “opt out” are responsible for confirming their trip information by calling the METROLift Dispatch office, or using MACS at 713-739-4690 or online MACS-WEB / EZ-Wallet.
Please remember to keep contact information up-to-date. Info-Notification is a courtesy. Also, dispatchers will not always be able to provide call-outs.
No-Show / Late Cancellation and Suspension Policy
The METROLift No-Show and Late Cancellation Policy is intended to preserve service quality for all METROLift customers. Excessive no-shows and late cancellations that are within a customer’s control negatively impact on-time performance and service quality for other passengers. Customers with excessive no-shows/late cancellations may risk suspension of their access to METROLift services. Customers may call the METROLift Policy Administrator at any time during the month (prior to the suspension process) to discuss or dispute a no-show / late cancellation.
A no-show is when the vehicle arrives at the scheduled time and location on time but the customer and driver do not connect and the driver leaves without the customer. NOTE: A customer has 5 minutes from the time the vehicle arrives before the vehicle can leave the location without making a connection with the customer and a no-show can be entered.
A late cancellation is when a trip is cancelled less than two (2) hours before the customer’s scheduled pick-up time.
METROLift accounts for no-shows and late cancellations relative to travel frequency. You are in violation of the policy if you have five (5) no-shows / late cancellations in one calendar month AND the five trips equal 5 percent or more of your total trips.
If you are in violation of the policy, a letter will be mailed to you indicating the number of days you may be suspended and advising of your right to appeal before the suspension may be effective.
- You may call the Policy Administrator at any point to discuss or dispute a noshow / late cancellation.
- Violation letters are mailed at the beginning of the month. You do not have to wait for a suspension letter to call to speak to the Policy Administrator; dial 713-225-0119 and select Option 2.
METROLift Suspensions Are as Follows:
- 1st violation = warning letter
- 2nd violation = 5 day service suspension
- 3rd violation = 10 day service suspension
- 4th violation = 15 day service suspension
- 5 or more violations within the calendar year = 20 day service suspension
- You have the right to appeal the suspension and to provide information and documentation that may explain or clarify the reason for the no-show / late cancellation.
- Service suspensions that are “upheld” will start after completion of the appeals process or final determination.
- Service suspensions that are “overturned” will not result in any loss of service.
- The total number of violations is counted each year from January 1 to December 31. Each year, you start with zero (0) no-shows / late cancellations.
No-shows and late cancellations due to circumstances beyond your control are not counted against you. Also, if the METROLift vehicle arrives outside the 30-minute pick-up window and you do not ride, then this will be recorded as a missed trip and not counted against you.
Appeals: To appeal the proposed suspension, you may request an appeal hearing. Appeals are conducted by the Appeals Hearing Officer. You may appeal your service suspension in one of three (3) ways:
- Attend in-person hearing with the Hearing Officer
- Have the Hearing Officer review your case in your absence
- Participate in a hearing by telephone
To Request an Appeal Hearing Options:
- Complete and return the Notice of Appeal form included with your letter
- Write your own letter notifying METROLift of your intent to appeal
- Call the METROLift Appeals office at 713-652-4328, Monday-Friday, 8 a.m.- 5 p.m.
All of these options provide you the opportunity to be heard and to present information and arguments why you believe your suspension should be changed. If you decide to request an appeal hearing via mail or if you decide to submit additional documentation as part of your appeal, please send items to the following address:
P.O. Box 61429
Houston, TX 77208-1429
or fax to 713-652-8952
Patrons have the right to use the service if a decision has not been made within 30 days of the completion of the appeal process. A letter will be mailed to you advising you of the Hearing Officer’s decision, including an explanation.
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, menu option 4. Comments can also be received at the METRO Public Comment line for general information at 713-658-0180 (TDD 713-635-6993) Monday - Friday, 6 a.m. - 8 p.m. Comments help METROLift staff improve service and are treated confidentially. On average, comments will be processed within seven to ten business days.