Frequently Asked Questions — How to Ride METRO

There are four ways you can schedule a trip on METROLift:

• METRO On Demand website (Mon-Sun 5 a.m.-5 p.m.)
• METRO On Demand app (Mon-Sun 5 a.m.-5 p.m.)
• Automated phone system that accepts voice commands and keypad entries (Mon-Sun, 5 a.m.-5 p.m.) | 713-739-4690
• Live agent (Mon-Fri, 8 a.m.-5 p.m.) | 713-225-6716
  

All methods of scheduling offer options in English and en Español.

For more information, visit the METROLift page.

Trips can be booked one day prior to travel. However, on Fridays you can book trips for the upcoming Saturday, Sunday and Monday.

If something comes up and you need to schedule a trip on the same day, you can book directly with zTrip (formerly Yellow Cab) by calling 713-255-7024. No prior reservation is required.

When booking your trip, you'll 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 of one hour before or after your requested time.

In accordance with the Americans with Disabilities Act (ADA), travel times and the timeliness of service are comparable to METRO local bus service.

Trips can be canceled online or over the phone 24 hours a day. You can cancel your trip in any of these ways:

• METRO On Demand website
• METRO On Demand app
• Automated phone system that accepts voice commands and keypad entries | 713-739-4690

A no-show is when the vehicle arrives at the scheduled time and location on time, but the customer and driver don't connect, and the driver leaves without the customer.

A late cancellation is when a trip is cancelled less than two hours before the customer's scheduled pick-up time.

Excessive no-shows or late cancellations that are within your control negatively affect on-time performance and service quality for other passengers. Therefore, customers with excessive no-shows / late cancellations may risk suspension of their METROLift riding privileges.

Trips can be verified online or over the phone 24 hours a day. You can cancel your trip in any of these ways:

• METRO On Demand Website
• METRO On Demand app
• Automated phone system that accepts voice commands and keypad entries | 713-739-4690