Frequently Asked Questions: Riding METRO

There are three ways you can schedule a trip on METROLift:

• Log in and set up an account on our MACS-WEB online trip planner. You can then schedule your trips Mon-Sun, 5 a.m.-5 p.m.
• Call our automated phone system (Mon-Sun, 5 a.m.-5 p.m.) at 713-739-4690. You’ll need to have your METROLift ID number and password.
• Speak to a live agent by calling (Mon-Fri, 8 a.m.-5 p.m.) at 713-225-6716

There are also three ways you can confirm or cancel your trip on METROLift:

• Log in to our MACS-WEB online trip planner. You can confirm or cancel trips any time of the day.
• Call our automated phone system at 713-739-4690. You can confirm or cancel trips any time of the day. You’ll need to have your METROLift ID number and password.
• Speak to a live agent by calling METROLift Dispatch at 713-225-0410. You can confirm or cancel trips any time of the day.

For more information, visit the METROLift page.

The time windows during which trips can be scheduled vary depending on the method you use.

Up to 3 days in advance:

• MACS-WEB online trip planner Mon-Sun, 5 a.m.-5 p.m.

One day prior to travel:

• Automated phone system (Mon-Sun, 5 a.m.- 5 p.m.) at 713-739-4690
• Live agent (Mon-Fri, 8 a.m.-5 p.m.) at 713-225-6716

On Fridays, a live agent can schedule trips for Saturday, Sunday or Monday.

If something comes up and you need to schedule a trip on the same day, you can call METROLift at 713-652-8015.

You can book trips up to four miles one way.

Trips in the base service area: require one one-way trip ticket each way ($2.50 round trip)

Trips in the extended service area: require two one-way trip tickets each way ($5 round trip)

Our goal is to serve trips within one hour of your request.

Each trip is subject to availability.

When booking your trip, you'll be given a requested time with a plus or minus 20-minute scheduling window. If the scheduling window does not meet your needs, you may negotiate a new scheduling window of one hour before or after your requested time.

In accordance with the Americans with Disabilities Act (ADA), travel times and the timeliness of service are comparable to METRO local bus service.

Trips can be canceled online or over the phone 24 hours a day. You can cancel your trip in any of these ways:

• Use the MACS-WEB Online Trip Planner
• Call 713-739-4690
• Call 713-255-0410

A no-show is when the vehicle arrives at the scheduled time and location on-time but the customer and driver don't connect, and the driver leaves without the customer.

A late cancellation is when a trip is canceled less than two hours before the customer's scheduled pick-up time.

Excessive no-shows or late cancellations that are within your control negatively affect on-time performance and service quality for other passengers. Therefore, customers with excessive no-shows / late cancellations may risk suspension of their METROLift riding privileges.

Trips can be verified online or over the phone 24 hours a day. You can cancel your trip in any of these ways:

• Use the MACS-WEB Online Trip Planner
• Call 713-739-4690
• Call 713-255-0410