Frequently Asked Questions: Riding METRO

If you’re a person with a disability, you’re eligible to become a METROLift customer if you meet at least one of these criteria:

• Your disability prevents you from walking or rolling to a bus stop without assistance.
• You require assistance to board, navigate, ride or disembark from one or more of METRO’s other accessible services.
• You can use one of the other METRO accessible services but there are physical obstacles on your path which prevent you from doing so.

Eligibility decisions are based upon information provided by healthcare professionals and your functional abilities to navigate the fixed-route bus and rail system in accordance with the ADA.

Eligible riders’ certification will be classified as permanent, standard, or temporary.

Riders classified as standard or temporary will be notified by letter to reapply for services 60 days prior to the end of their eligibility period.

You must apply and do an in-person interview. You’ll then receive a final decision regarding your eligibility in writing within 21 days.

For more information, including how to apply, visit the METROLift page.

If you wish to file an appeal regarding your METROLift eligibility status, you have several options available to ensure your case is reviewed.

1. Complete and submit the online METROLift Eligibility Appeal Form.
2. Complete and submit the METROLift Eligibility Appeal Form included with your METROLift eligibility letter.
3. Call the METROLift appeals line at 713-652-4328, Monday through Friday from 8 a.m. to 5 p.m.
4. Write and submit your own appeal letter notifying METRO of your intent to appeal. Make sure to provide details explaining why you believe your eligibility status should be reconsidered.

For options 2 and 4 above, or if you need to submit additional documents for your appeal, you can send them to METROLift using one of the following methods:

Mail:

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

Fax: Attn. Appeals Department at 713-652-8952

Email: suspension.appeals@ridemetro.org

Please note that the decision made by the Appeals Hearing Officer is final. However, if a decision has not been reached within 30 days, you retain the right to continue using METROLift services during the appeals process.