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.

Masking During Travel – masks are optional on Metro Mobility 

According to the Centers for Disease Control and Prevention, respiratory infections are a leading cause for seeking medical care among returning travelers. Common respiratory infections include COVID-19, influenza, and the common cold. Masking is a critical public health tool for preventing the spread of respiratory diseases. When people properly wear a high-quality mask or respirator, they protect themselves and those around them, and help keep travel safer for everyone.

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.

Winter weather can cause delays in travel, even for Metro Mobility. During bad weather, our number one goal is to keep our customers and drivers safe. So, as you prepare for your scheduled ride, here are some smart steps to keep your trip safe and secure:

• Keep walkways clear of snow and ice. Metro Mobility drivers will not pick you up if there is not a clear pathway and safe access to get you to the bus.
• Be ready for delays. On winter weather days when roads and traffic are backed up, some delays are unavoidable. While we always strive to be on-time, be prepared for your bus to arrive a little later than normal.
• Dress for the weather. Although the ride will be warm, your trip to and from the bus may not be. Put on your winter gear – even a short wait can be dangerous if you’re not dressed for the weather.
• Consider rescheduling your ride. When extreme winter conditions exist, it is always safest to stay where you are. If it’s not a necessary trip, consider making it another day when the weather improves.

See more smart winter riding tips from Metro Transit.

Remember, for scheduling or rescheduling your rides, contact your Twin Cities Metro Mobility Trip Provider (PDF).

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.