METROLift dropping off passenger

How Do I Schedule A METROLift Trip?

Using our Automated Calling System (MACS), trips are scheduled one day in advance by calling 713-225-6716 and pressing 1, then simply following the prompts, or use MACS-WEB (www.RideMETRO.org). To use MACS and MACS-WEB you will need your client ID and password. MACS and MACS-WEB are available seven days a week, 5 a.m. - 5 p.m. Scheduling assistance and trip time negotiation are available through the Dispatch Office on weekends and holidays by calling 713-225-0410. Customers may speak to a live agent by calling the METROLift Reservations Office at 713-225-6716, Monday - Thursday, 8 a.m. - 5 p.m. for next day trips, or Friday, 8 a.m. - 5 p.m., for trips on Saturday, Sunday and Monday. Please avoid delays by calling earlier in the day to schedule your trips.

What is my METROLift Fare?

METROLift riders can calculate their fare online through the METROLift Fare Calculator. The tool will plot the two addresses on the map and let you know the fare amount for the trip. It will also help with customer questions like “Is my address in or out of the service area?”

Scheduling Tips

  • Arrange your return trip at the same time you make a reservation
  • Have exact addresses ready at the time of reservation
  • Verify any mobility aids to ensure proper space on the vehicle
  • Include any additional passengers traveling with you
  • Provide a phone number at which you can be reached at time of pick-up
  • Review trip details for accuracy at time of reservation

Scheduling Window vs. Scheduled Pick-Up Time

When booking your trip, you will 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 with the reservations operator. All requested trips will be scheduled. When scheduling your trip, you can eliminate confusion and unnecessary follow-up calls by having pencil and paper near the telephone so that you can write down the estimated scheduling window the operator gives you.

After Reservations closes at 5 p.m., your trip will be scheduled onto a vehicle route and assigned a scheduled pick-up time (user time). Your scheduled pick-up time will fall within the scheduling window given at time of reservation. If you would like to receive your scheduled pick-up time, you may use MACS-WEB at www.RideMETRO.org or MACS at 713-225-0410 after 7 p.m. the night before or on the day of service. The automated services MACS and MACS-WEB are available 24 hours, seven days a week. You will need your client ID and password. Alternatively, you may call the Dispatch Office at 713-225-0410.

Scheduling Reminders

If you need to be at your destination by a certain time, METROLift recommends requesting an appointment time for your trip. You may consider allowing a time cushion for unexpected service delays. For example, you may consider requesting a METROLift appointment time earlier than 8:00 a.m. if you have an 8:00 a.m. medical procedure.

Please remember not to schedule your trips too close together. This action could cause you to not be ready at the scheduled pick-up time, causing the trip to count as a No-Show or having to put your trip(s) on hold resulting in a Late Cancellation. Both a No-Show and a Late Cancellation are violations of the No-show/Late Cancellation Policy subject to suspension. See No-Show/Late Cancellation Policy for more information.

If you are traveling with an attendant, companion, or service animal, don’t forget to include space for them. An “attendant” is someone who provides you with personal assistance and rides for free. A “companion” is someone who is accompanying you on your trip and must pay for one ticket. Multiple companions (more than one) are scheduled on a space-available basis with a reservationist. Each companion must pay a fare regardless of age.

NOTE: You must have METROLift fare tickets or a monthly/annual pass to ride. Cash is not accepted. Riders without the proper fare will not be transported.

On certain holidays, METROLift closes the Reservations and Customer Service Offices and has fewer vehicles scheduled for service. The holidays observed by METRO are:

  • New Year’s Day  
  • Martin Luther King Jr. Day
  • Memorial Day   
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Friday after Thanksgiving
  • Christmas Day 

Travel Time

METROLift ADA Paratransit Service is a shared-ride program. Our concern is to get you to your appointments on time. Total travel time includes the time it takes other passengers to board, ride and alight the vehicle. Paratransit travel time should be comparable to trips with the same origin and destination on the fixed-route bus system including transfers and wait times. This comparison exists except when circumstances are beyond our control, such as during inclement weather, traffic congestion, construction, etc.

Subscription Service

Subscription trip service may be available on a limited basis to those METROLift patrons traveling to and from the same location at the same time each week on
a long-term basis. Once instituted, subscription users no longer need to call the reservations line.

The maximum subscriptions allowed under the transportation provisions of the Americans with Disabilities Act (ADA) is 50% of daily ridership. Therefore, availability of new subscriptions is very limited. Subscription riders must cancel in advance any trips they will not be using. Failure to cancel will jeopardize their subscription service. Changes to existing subscription rides can be requested through the METROLift Customer Service and Eligibility Department. Changes are not guaranteed and will be determined on a case-by-case basis.

Note: Subscription service is not available on holidays. Patrons who have subscription trips and still need to travel on a holiday must schedule a reservation using MACS/MACS-WEB or by calling Reservations at 713-225-6716 (TDD 713-652-8969) on the last business day prior to the holiday.