METRO Customer Service Reps:
Help Us Help You

METRO’s customer service representatives have the most interaction with the agency’s patrons, just after its bus drivers.

They provide clients with information about all METRO services, including help with mapping out their travels.

To better assist its patrons, customer service representatives are asking for your help.  
 
Here’s a quick rundown of the information METRO customer service representatives need when you call 713-635-4000 for help.
 
If you need directions, be prepared with the following:

• A physical address of where your trip begins, or two intersecting streets (ex: Westheimer @ Wilcrest). Without an address or cross streets, it’s difficult for METRO agents to plan your trip.
• A physical address of your destination, or two intersecting streets
• A pen and paper to jot down the bus stops, routes, directions and times for your trip

If you have ANY doubts about your trip, don’t hesitate to ask questions. These agents are here to help.

If you’re filing a complaint or commendation by calling 713-635-4000 or via our Web site www.ridemetro.org, it’s helpful if you have the following information:

• Bus route name (located on the front of the bus, ex: 46 Gessner Crosstown)
• Four-digit bus number (located on the inside on the windshield above the driver; also found on the outside of the bus on the right rear or left front of the bus)
• Train vehicle number (located on the outside above the windshield) and station
• Date and time of incident
• Description of what happened
• Location of incident and direction of travel (ex: heading westbound)

The agent will give the information to the appropriate person to investigate complaints, and deem a suitable course of action.  
 
Follow-up Calls
If you file a complaint by calling the customer information line at
713-635-4000, the agent will provide you with a six-digit control number (ex: 401655). This is the number you need to give the agent should you call back for a status update.

If you request a follow-up phone call, please be sure to provide the agent with a valid name, and daytime and evening phone numbers where you can be reached. Responses to a follow-up call are typically done within five to seven business days.