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?”
- 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.
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
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
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
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 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
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.