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.
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.
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 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.
- 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.
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.
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.