Riding Metro Mobility

How to ride and avoid service interruptions, supplemental and alternative services

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WHAT TO EXPECT FROM US

You can expect a safe and reliable ride shared with others. A clean and properly maintained vehicle driven by courteous professional trained drivers. An on-time pickup and arrival.  A ride-time comparable to regular-route transit. Driver-assisted pickup from first door (pickup) through first door (drop-off). Assistance with packages. 

Metro Mobility is committed to providing safe, reliable, courteous, accessible and user-friendly services to its customers. To ensure equality and fairness, Metro Mobility is committed to making reasonable modifications to its policies, practices and procedures to avoid discrimination and ensure programs and services are accessible to individuals with disabilities.  Requests for modifications can be made by calling 651-602-1672 or emailing metromobility@metc.state.mn.us.
 

WHAT WE EXPECT FROM YOU

We expect you to have a government-issued photo ID and correct payment in full. Be ready at the scheduled pickup time, with properly maintained access to your pickup location. Not distract the driver or other customers. Not use tobacco products, vulgar language or loud music or conversation.  Remain seated with seatbelt fastened.  Keep your animal under control at all times. To treat other passengers with respect. 
 

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COMING IN 2018

 

 

HOW TO RIDE

Early Arrival of Your Vehicle

If the vehicle arrives before your scheduled ready time, you are not required to board until your scheduled ready time. However, if you are ready to go early, you may board the vehicle before the scheduled ready time and then depart.
 

Additional Passengers

Riders may bring additional passengers with them if they notify the service contractor at the time of the reservation.

Personal care assistants (PCA): If you need help once you arrive at your destinations, you may bring another person along as your personal attendant. PCAs ride free of charge.
Guests: A guest may accompany a certified Metro Mobility rider. Guests pay the standard fare. Only if space allows can more than one guest accompany a certified Metro Mobility rider.
Children: Children age five and under may ride the vehicle as a guest at no additional charge. Children six and over will be charged the regular fare.
  • For safety reasons children must be secured in their own seats.
  • A child younger than four or weighing 40 pounds or less must be in a car seat provided by the customer.
  • The customer or their PCA is responsible for properly securing the child’s car seat.
  • Drivers may assist with empty car seats but will not carry children.

Animals

  • Service animals: Service and/or therapy animals are always welcome. Customers should inform the Reservationist at the time of the booking, that they will be traveling with a service animal. The animal must be under the control of the rider throughout the trip and while boarding and exiting. Drivers are not allowed to control the animal at any time. Service animals should sit on the floor or in the rider’s lap. Service animals may not sit in a passenger seat.
  • Pets: Customers may bring pets with them if there is space on the vehicle and the pet is in a carrier.

Packages

Customers may bring up to four grocery-sized bags or the equivalent. Packages should be able to fit in the area around the rider without taking the space of any other rider. A small folding grocery cart for convenience is also acceptable. A paying guest may also bring up to four bags. Personal care attendants are not allowed additional packages. Drivers will assist riders with loading and unloading packages, but they are not permitted to assist riders with their packages beyond the first door of any building.
 

Severe Weather

In rare cases of severe weather, Metro Mobility may temporarily suspend service for trips from riders’ homes and focus on safely returning riders in the community back home. Metro Mobility will post any decision to suspend service due to severe weather and  broadcast it on local television and radio stations.
 

Using a Mobility Device

Drivers receive extensive training in how to assist passengers, properly secure wheelchairs and scooters, and safely operate the motorized lifts provided on every Metro Mobility vehicle. Most Metro Mobility vehicles have lifts.

All Metro Mobility lifts can accommodate mobility devices up to 30 inches wide and 48 inches long. Metro Mobility lifts can handle approximately 800 pounds.

For your safety, your mobility device should be in good condition, especially the brakes. For the safety of other passengers, the driver may refuse to transport a passenger whose mobility device is not properly maintained.
 

Safe Path of Travel

Metro Mobility drivers must escort all customers from the vehicle to the first door of the building. When there is not a safe and accessible path of travel, the driver might refuse to accompany a customer. Please keep your sidewalks, ramps, and steps in good repair. During winter months, they should be clear of ice, snow and other hazards.

If you need help on steps, the steps must provide safe and adequate clearance of at least 30 inches (width) x 7.5 inches high (rise) x 10 inches deep (tread). The steps should be in good repair and not obstructed by plants, toys, or other objects.

 

No Shows

The driver will wait five minutes for you to board the vehicle when it arrives within 30 minutes of your agreed-on pickup time.  Failure to board the vehicle within five minutes could result in the vehicle departing without you and being charged with a No-Show.

A No Show consists of:

  • Canceling a trip less than one hour before the scheduled ready time.

  • Canceling or refusing to ride when the vehicle arrives within the 30-minute pickup window.

  • Not being at the designated pickup point at the ready time and during the 30-minute pickup window.

No Show Suspensions

One of the most common service interruptions is a No Show. Customers who engage in a pattern or practice of scheduling trips and then not showing up for the trip may be suspended from service. Frequent No Shows disrupt service, causing drivers to wait for and look for customers who are not riding. This impacts other customers on the vehicle and customers later on the driver’s schedule.

No Show Process


Warning Letter

Customers who accumulate three (3) No Shows amounting to more than 5% of their requested trips within a 30-day period will receive a warning letter from their service contractor. Customers can contact their trip provider to dispute any No Shows that occur beyond their control.

Suspension Letter

Customers who get a fourth No Show within 30 days of the first No Show, amounting to more than 5% of their requested trips may be suspended. Customers will be sent a letter via registered mail informing them of the suspension.

The suspension will begin approximately 15 days after the fourth No Show.  First suspension within a 12 month period will be for 15 calendar days.  Second and any subsequent suspensions within a 12 month period will be for 30 calendar days.

Disputing the validity of a No Show

To dispute a No Show or suspension at any time after receiving the warning or suspension letter, contact the Metro Mobility Service Center

  • By phone at 651.602.1666

  • By email to MetroMobility@metc.state.mn.us. Please put “No Show Dispute” in the subject line and then below provide the details for the No Show you are disputing and why it should not be recorded as a No Show.

  • By fax at 651.602.1660. Please put “No Show Dispute” in the subject line and then below provide the details for the No Show you are disputing and why it should not be recorded as a No Show.

Each trip must be considered separately. If a rider “No Shows” the outgoing leg of their trip and does not cancel their other scheduled trips for that day, each trip the rider misses is counted as a No Show.

A No Show is excused if it occurred as the result of a situation beyond the customer’s control. Please note that “beyond customer’s control” does not include such situations as feeling ill just before the scheduled pick-up time. Below are examples of events that would result in an excused No Show. The Service Center will ask the customer for supporting documentation before excusing the No Show.

Example situations

  • Dialysis clinic is unable to control a customer’s bleeding after dialysis and needs to schedule a later trip. Outside control? YES.  No Show excused? YES.

  • Customer oversleeps because alarm clock did not go off. Outside control? NO. No Show excused? NO. 

  • Customer is stuck in the building elevator because of maintenance issues.  Outside control? YES. No Show excused? YES.

  • Customer was hospitalized for an emergency procedure.  Outside Control? YES.  No Show excused? YES.

To ensure that our riders get the service that they need, Metro Mobility has several supplemental programs.
 

Premium on Demand service

Premium on Demand service (previously called Premium Same Day service) allows a Metro Mobility customer to take a taxi trip at a discounted rate. The customer is responsible for paying the first $5 of the cab fare and all costs over $20. Metro Mobility will pay up to $15 of the taxi fare.

For example, if the taxi fare is $22, the customer pays the first $5 plus the amount over $20 (which is $2) for a total of $7. If the taxi fare is $18 the customer would pay the first $5 and Metro Mobility would pay the remaining $13. Metro Mobility coupons cannot be used to pay the PSD fare.

Process for Premium on Demand trips

  • Contact your ride provider and request a Premium on Demand trip.

  • Provide pickup and drop-off information.

  • Your ride provider will give you a confirmation number.

  • Contact the taxi service contractor with your confirmation number to request the trip.

Details about Premium on Demand service (pdf).

 

Assured Ride Home Program

The Assured Ride Program reimburses eligible riders up to $100 annually for transportation expenses incurred when the rider needs to get home right away for any reason. The Assured Ride Program will pay for up to four rides by cab or other licensed transport.

To be eligible, riders must average at least three days of Metro Mobility service weekly and will receive request cards twice each year. Eligible riders will be sent a request card, which can be completed and mailed to the Metro Mobility Service Center. Two Assured Ride coupons will be sent to the rider. Each coupon authorizes the rider to receive reimbursement of up to $25 each for eligible ride expenses.

Customers may combine the two coupons for one trip or use them for two separate trips. The maximum reimbursement is $50 per six months. Metro Mobility pays only for charges incurred for no more than two trips per six-month period.

Assured Ride reimbursements require proof of purchase. Be sure you get a signed and dated receipt from the driver, then mail the receipt and coupon(s) to the Metro Mobility Service Center, 390 Robert Street North, Saint Paul, MN, 55101. The reimbursement check will be issued within 10 business days. Be sure to keep a copy of the receipt for your records.

Regular-Route Transit Service

Metro Mobility customers can use Metro Transit's regular-route transit for the Limited Mobility Fare of $0.75 with their Metro Mobility ID card. All of the regular-route vehicles (bus and rail) in the Twin Cities metro area are accessible to people with disabilities.

To obtain fixed-route and schedule assistance by phone, call Metro Transit 612.373.3333.

New to Regular-Route Transit?

Taking transit is easy – we'll show you how! We can show members of your group how easy it is to ride buses and trains. Our customer advocates specialize in helping English language learners, youth, senior citizens and persons with disabilities or special needs. Free presentations and onsite training can be customized to your group. Contact Metro Transit's customer advocates today.
 

Bus & Rail Trip Planner

You can plan trips via bus or train using Metro Transit's interactive Trip Planner tool.  This tool provides options to specify less walking or display only routes which provide wheelchair access. Select your preferences below to begin planning.

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Transfers to Regular-Route Service or Transit Link

You can transfer between Metro Mobility and regular-route transit or Transit Link (described below).

  • If the trip starts on the regular-route or Transit Link, present your Metro Mobility approved ID card and pay the fare.
  • Ask the driver for a transfer, which you can present to the Metro Mobility driver when you board. You will receive credit towards your Metro Mobility fare. Fixed-route transfers are valid for two and a half hours after they are issued.
  • For customers using a Go-To card, the transfer is automatically stored on their Go-To card.
  • You will be required to pay the difference between the Metro Mobility fare and the limited mobility fare when transferring to Metro Mobility.

Transit Link

Transit Link is a dial-a-ride service for the general public. Transit link serves areas in the Twin Cities metro area where regular transit routes are not available. Transit Link trips may be reserved up to seven days in advance. Trips are subject to availability. Transit Link is curb-to-curb service, with limited assistance, though ADA-certified riders may request door-to-door service.

Service is available Monday through Friday, 6 a.m. to  p.m. (some areas have limited Saturday service). To reserve a trip, call 651-602-LINK (5465) between 7 a.m. and 3:30 pm. You may reserve a trip up to five business days in advance. Fares are based on the distance traveled. More about Transitlink.


CONTACT
METRO MOBILITY
SERVICE CENTER

Monday-Friday, 7:30 AM to 4 PM
Phone: 651-602-1111
TTY: 651-221-9886

Email: metromobility@metc.state.mn.us


ONLINE BOOKING
COMING IN 2018