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Customer Service:

713-635-4000 (call or text)

Service Guarantee

Part of METRO’s mission is a commitment to the reliability of our public transportation services. We back that commitment with a service guarantee if you ride Local bus, Park & Ride commuter express bus or METRO STAR Vanpool.

In the unlikely event you’re stranded with no way to complete your trip, we'll provide transportation back to where you began your commute if:

  • A regularly scheduled METRO bus was delayed or missed a trip
  • There are no services available within the next 60 minutes to help you complete your trip
Rider waiting for a bus in downtown Houston.

How to Get Started

Unless you currently ride in a METRO STAR Vanpool, you must register for the Service Guarantee Program. It operates weekdays, 8 a.m.-4 p.m. except Thanksgiving Day, Christmas Day and New Year’s Day.

Common Questions

Overview

Yes – unless you currently ride in a vanpool from METRO STAR Vanpool.

In these eight counties:

  • Brazoria
  • Chambers
  • Fort Bend
  • Galveston
  • Harris
  • Liberty
  • Montgomery
  • Waller 

Typically, it operates weekdays, 8 a.m.-4 p.m. except Thanksgiving Day, Christmas Day and New Year’s Day.

If you have to work unexpected overtime, you can contact Customer Service at 713-224-RIDE (7433) or 888-606-RIDE (7433), and schedule a ride for later in the evening.

How it works

If you're registered for the service and end up stranded with no way to complete your trip, call 713-224-RIDE (7433) or 888-606-RIDE (7433). Your trip must be authorized by a customer service representative. If we authorize your trip, you’ll be provided taxi service to your destination. We’ll cover the cost of the ride, minus tips (which are optional).

A customer service representative will provide you with the name of the taxi company and the vehicle number of the taxi that will pick you up.

Yes. There are many activities the service doesn’t cover such as personal errands, scheduled medical appointments, scheduled overtime and weather-related situations where your employer releases you from work early. 

Eligibility

Riders of Local bus, Park & Ride commuter express bus or METRO STAR Vanpool who are stranded with no way to complete their trip because:

  • A regularly scheduled METRO bus was delayed or missed a trip
  • There are no services available within the next 60 minutes to help them complete their trip

If you're a registered METRO STAR Vanpool rider, the program covers travel to any and all counties in the vanpool service area.

If you're not a registered METRO STAR Vanpool rider, the program only covers travel within the METRO service area.

The Service Guarantee program is available to you in the following emergency situations...

Health-related emergencies that require you to leave work early:

  • Personal illness
  • Illness of an immediate family member
  • Death in the family


Certain unexpected schedule changes that prevent you from getting home or to your car:

  • Unscheduled overtime required by your employer
  • Your vanpool driver has an emergency, or unscheduled overtime required by their employer

Call 713-224-RIDE (7433) or 888-606-RIDE (7433). Your trip must be authorized by a customer service representative. This includes any situations that require more than one ride.

    Using the service

    You’ll be required to show a picture ID and verify your destination with the driver.

      No. At the end of your trip, you’re required to verify the fare by signing and dating a voucher. We’ll cover the cost of the ride, minus tips (which are optional).

        You can use the program anytime you're stranded with no way to complete your trip because:

        • A regularly scheduled METRO bus was delayed or missed a trip
        • There are no services available within the next 60 minutes to help you compete your trip

        In certain personal emergency situations (health or job-related) that require you to leave work early or prevent you from getting home or to your car, the program may be used up to three times a year.

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