Board Members on Board: Interview with Angel Ponce

For METRO Board Member Angel Ponce, accessibility isn’t just part of the job; it’s personal. His own experiences as a rider inspire his passion for creating a transit system where everyone feels confident and included. From improving bus stops to expanding services that support independence, Director Ponce is helping make METRO more welcoming for all. Learn more about METRO’s accessibility initiatives at www.ridemetro.org/accessibility.

1. Which projects do you believe are having the biggest impact on the accessibility of METRO services?

Community engagement has the greatest impact on making our services more accessible. It’s the most effective way to hear directly from METRO riders and METROLift users about their experiences and needs. Their feedback guides improvements — from upgrading sidewalks and adding curb ramps to enhancing on-time performance. By actively listening, we can make informed decisions that ensure our services work better for everyone.
Accessibility also depends on maintaining our bus stops and shelters. Many people with disabilities, including those with non-apparent health conditions, are significantly affected when these spaces aren’t well-kept. Clean, safe, and accessible stops reduce health risks, create a more comfortable experience, and give riders with mobility challenges the confidence to use public transit independently.
Every voice matters, and continued engagement with our community will remain at the heart of our efforts to make METRO more inclusive and accessible for all.

2. How does METRO ensure it addresses the needs of riders who need ADA assistance?

As both a METRO rider and someone with a disability, I know how important safety, accessibility, reliability, and cleanliness are to a positive transit experience. Safety always comes first. When I’m at a METRORail station or waiting at a bus shelter, I want to feel secure, and that starts with making sure these spaces are well-lit, well-monitored, and welcoming. The growing presence of the METRO Police Department (MPD) provides that reassurance, not just for me but for all riders. Seeing officers on platforms and trains creates a sense of confidence that encourages more people to use public transit.
I’ve seen firsthand how leadership makes a difference. When I first joined the board, I visited the Red Line and spoke with fare inspectors who shared how Chief Tien’s hands-on leadership has boosted morale and reinforced a stronger culture of safety.
But safety is just one part of the picture. Reliability, accessibility, and cleanliness are equally important. Keeping buses, rail stations, and shelters clean and in good repair benefits everyone, especially people with disabilities or health conditions. Clear pathways, ADA-compliant ramps, and regularly maintained facilities help ensure riders can travel independently and with dignity.

3. How does your experience with public transport, shape your approach to improving METRO’s services?

When I first became disabled in 2004, getting around Houston became a new challenge. A few years later, I started using METROLift, and that experience changed the way I think about mobility and independence. METROLift is a vital service for many, but like any large system, there are challenges such as occasional delays or long wait times. Improving reliability is one of our top priorities, and we are exploring new ways to make the service more responsive while also empowering riders through education and outreach.
Not everyone who qualifies for METROLift needs it for every trip. Many customers can also use our regular METRO bus and rail services, which are fully accessible and often more flexible. Helping riders understand their options ensures that METROLift is available for those who truly need it, such as riders traveling to medical appointments. When people feel confident using public transit, they gain more than mobility—they gain freedom and connection to their community.
I first learned about METROLift from another wheelchair user at the Metropolitan Multiservice Center on West Gray. That conversation opened new possibilities for me and gave me back a sense of independence. Sharing information like that is powerful, and it is our goal to make sure every rider, especially those with disabilities, knows they have access to safe, reliable, and empowering transportation.

4. What improvements would you like to see in METRO’s features and services?

Over the next few years, one of the most meaningful improvements I’d like to see at METRO is stronger engagement between our board members and the employees who keep our system running every day. It’s important for board members to have real connections with the people behind the work; our operators, customer service representatives, and maintenance crews. Hearing directly from them helps us understand the challenges they face and the ideas they have to make our system even better. Strengthening these relationships would give us valuable insight into both the employee and rider experience.
In my role with the City of Houston, I represent more than 215,000 Houstonians with disabilities, many of whom depend on METRO. I’ve seen firsthand how spaces like the Metropolitan Multiservice Center on West Gray serve as vital community hubs. I’d love to see METRO deepen its presence there, perhaps by adding an office for customer service or METROLift application support. This would make it easier for people with disabilities to access services without having to travel downtown, while also allowing them to stay engaged in the center’s programs.
We could also explore adding a small METRO garage on-site to improve service and connections for visitors. Investments like these not only enhance accessibility but also show METRO’s commitment to meeting people where they are. I’m excited to see how METRO continues to evolve, supporting both its workforce and the communities that rely on us every day.

5. If you had a chance to go back to West Gray and talk to yourself when you first found out about METRO services, what would you say, knowing everything you know now?

That’s a funny thought. I remember sitting in the lobby, right by the front desk, waiting for my METROLift ride. I used to look past the service representative and wonder, ‘What’s behind those doors? Who works back there? What else goes on here?’ Back then, I had no idea that years later, I’d be representing the Mayor’s Office, with space right behind those same doors. Now I work alongside caseworkers who are supporting people in the very same facility where I once waited.
If I could go back and talk to myself, I think I’d say, “Enjoy these lived experiences. Every moment, even the challenging ones, is shaping the person you’re becoming. And one day, those experiences will allow you to make a real difference. So just let it be, and trust that everything is leading you to something meaningful.”