Timeliness of Service
A trip is considered on-time if the vehicle arrives within 30 minutes of your scheduled pick-up time (user time, which does not change) and we meet your appointment time. Our goal is 90% on-time performance. On-time service depends upon a partnership between our patrons, drivers and METRO staff. For the driver to find you without delay, be sure that METROLift has a record of all gate codes and other special instructions. Make sure that you are ready when the driver arrives and proceed immediately to the vehicle. If all parties responsible for on-time operation do their share, you will get to your destination on time. Being ready and waiting 15 minutes before your scheduled time can help prevent service delays.
On the day of service, you can wait inside as long as you can see or hear the vehicle drive up. If you cannot, you must wait outside where you can see the vehicle.
Please use MACS or MACS-WEB for updated trip information. MACS and MACS-WEB offer patrons the ability to avoid call hold times while better managing their service. MACS and/or MACS-WEB will provide you with METROLift’s current estimated arrival time.
MACS features include trip cancellation, trip confirmation and trip scheduling. To reach MACS, simply follow the menu when calling the dispatch or reservations office numbers. To use MACS you will need your client ID number and password.
Remember when using the MACS system that, if the estimated time of the arrival of your vehicle is more than 15 minutes later than the scheduled time, press “0” to talk to a dispatcher; don’t wait. MACS-WEB is also available and offers the same features as MACS. To access MACS-WEB, go to www.RideMETRO.org.
Calling Dispatch From A Pay Phone
When calling Dispatch from a pay phone, dial our toll-free number 1-877-214-RIDE (7433).
Not Going? Schedule Change?
If you know you’re not going to be ready or find out that you cannot make your trip, please call 713-225-0410 to cancel your trip. Call 2 hours or more before your trip to avoid a Late Cancellation.
In the event that we send a vehicle to your location and the driver cannot locate you, the driver will report the No-Show to the dispatcher. The dispatcher will log the call, verify your trip information, and No-Show your trip. Please call the Dispatch Office before the driver wastes a trip to your location.
Need to Cancel A Trip?
There are three ways to cancel unneeded trips to avoid a No-Show: Call 713-225-0410 and speak to a customer service representative. Call 713-225-0410 and press 1 at the prompt to be connected with MACS, the METROLift Automated Calling System. Use MACS-WEB, METROLift Automated Computer System, www.RideMETRO.org, - “Services” - “MACS-WEB” (METROLift Trip Planner).
No-Show and Late Cancellation Policy
A No-Show (NS) is when the vehicle arrives at the scheduled time and location but the customer and driver do not connect and the driver leaves without the customer.
A Late-Cancellation (CL) is when a trip is cancelled less than two (2) hours before the customer’s user time.
Both No-Shows and Late-Cancellations hurt the service but repeated, excessive No-Shows and Late-Cancellations by a few riders constitute a pattern or practice that is abusive to the METROLift system, affecting other riders, drivers and dispatchers.
Exclusions: We realize that there are times when you cancel and the vehicle still arrives to pick you up. We strive to communicate with the driver to avoid this but sometimes it can’t be done. If you cancelled your trips using MACS at 713-225-0410, or MACS-WEB at www.ridemetro.org, we have a record of your cancelled trips, and they will not count against you. No-Shows or Late Cancellations due to circumstances beyond your control are not counted against you. Also, if the vehicle arrives outside of the 30-minute pickup window and you do not ride, then the No-Show will be recorded as a missed trip (NM) and not counted against you.
At the end of each month, suspension letters will be computer generated and mailed to those riders who have had a combination of five (5) No-Shows and/or Late-Cancellations equaling 5% or more of their total trips. The suspensions are as follows:
1st violation = warning letter
2nd violation = 5 day suspension
3rd violation = 10 day suspension
4th violation = 15 day suspension
5 or more violations = 20 day suspension.
The policy period will be from January 1 – December 31, with the penalty progression starting new each calendar year. METROLift has hired a Policy Administrator to work with customers who have questions about the policy or would like to discuss a no-show or late cancellation they feel was not in their control and/or marked incorrectly. The number to call to speak with the policy administrator is 713-225-0119 then hit option 2, Monday - Friday 8:00 a.m. - 5:00 p.m. Bilingual staff is available, if requested.
Letters are mailed at the beginning of each month; patrons have at least 15 days to request an appeal. If no appeal is requested, the suspension will start on the date stated in the letter.
Right to Appeal Suspension of Service
You have the right to appeal the Suspension and to provide information and/or documentation that may explain the No-shows or Late Cancellations.
Appeals are conducted by the Appeals Committee, comprised of an independent group of people with disabilities and advocates for people with disabilities. You have the right to an in-person hearing with the Appeals Committee; however, you may waive your right to an in-person hearing and have the Appeals Committee review your case without your presence. You may also participate by telephone; a call in number will be provided if you elect to participate via telephone.
To request an appeal hearing you have several options:
- Call Customer Service and Eligibility, Appeals Department at 713-225-0119, option # 3 appeals, Monday-Friday 8 a.m.-5 p.m.
- Write your own letter notifying METRO of your intent to appeal
These are options, and you do not have to file a written appeal. All of these options provide you the opportunity to be heard and to present information and arguments why you believe that the No-Ride violations should be excused. Written letters of Appeal should be sent to:
METROLift Suspension Appeals
P.O. Box 61429
Houston, TX 77208-1429
or fax to 713-739-4971
METRO will advise you in writing of the Appeal Committee’s decision concerning your appeal. The decision of the Committee is final. Patrons have the right to use the service if the Committee has not made a decision within 30 days of the completion of the appeal process.
METRO is not required to accommodate individuals with disabilities who engage in violent, seriously disruptive or illegal conduct, or individuals who present a direct threat to the health or safety of others.
METROLift customers are responsible for the conduct of their personal care attendants and/or guests, including children.
Have a Service Comment?
If you have a comment, positive or negative, about METROLift service or a METROLift employee, please note the time and date, vehicle number, vehicle location, and then call METROLift Customer Service at 713-225-0119 (TDD 713-652-8969), Monday - Friday, 10 a.m. - 5 p.m. Comments can also be received at the METRO Public Comment line for general information at 713-658-0180 (TDD 713-635-6993) seven days a week, Monday - Friday, 6 a.m. - midnight, Saturday and Sunday, 8 a.m. - midnight. Comments help METROLift staff improve service and are treated confidentially. On average, comments will be processed within seven to ten business days.
Download METROLift's No-show & Late Cancellation Policy >>