SCHEDULING YOUR TRIP

You can request a trip from one to four days in advance. Reservations are taken seven days a week and 365 days a year from 6 a.m. to 5 p.m. 

By phone

Please have the following information available:

• Your name and Metro Mobility ID number.
• The day and date of your trip.
• The exact addresses, including apartment, building, or suite numbers for both your pickup and drop-off. Any additional information that might be helpful, including building name, description and phone number.
• The time you would like to be picked up OR the time you need to arrive at your destination. Be sure to specify AM or PM.
• What type of mobility aids you will be using.
• The number of people traveling with you. Every customer has the right to take one PCA and one guest with them. Additional passengers may be accommodated on a case-by-case basis.

Online booking

To register for online booking, contact the Metro Mobility Service Center at 651-602-1111 or [email protected]. Once your account is set up, your user id is your Metro Mobility id and you will be assigned a password to access the application.

1. Go to the Metro Mobility online booking page and log in. This is a web page that will operate in any online browser on a desktop, laptop, or mobile device.
2. Select "Book trip" in the navigation. Enter in your pick up and drop off addresses, date and time, trip instructions, and additional passengers. Submit by clicking "Book trip" at the bottom.
3. On the next screen, review your trip information, modify as needed, and click "Request trip" at the bottom of the screen.
4. You will receive a booking confirmation pop up window that includes your booking ID and provides options to book your return trip, book another trip, see your current trip details, or view all trips.
5. Follow these same steps to book your next ride.
6. You cannot add or change a standing order directly through online booking. To add or change a standing order to your online booking account, follow the instructions described below on this page.

SCHEDULED PICKUP TIME

When your trip is scheduled, you will receive a scheduled pickup time. This is the time you should be ready for the vehicle to arrive.
Your scheduled pickup time may or may not be the same as your requested pickup time. Your trip will be scheduled based on the availability of vehicles in your area around the time of your request. To accommodate as many trips as possible, Metro Mobility will look one hour before, and one hour after your requested time for a vehicle in your area. For example, if you request an 8 a.m. pickup time, we will look for vehicles in your area between 7 a.m. and 9 a.m.
 

SCHEDULED PICKUP WINDOW

We try to arrive as close to the scheduled pickup time as we can. Because Metro Mobility is a shared-ride service we cannot guarantee an exact time. The vehicle should arrive within 30 minutes of the pickup time. The vehicle will be considered on-time if it arrives within 30 minutes of the scheduled ready time. For example, if your scheduled time is 1 p.m. the vehicle should arrive between 1 p.m. and 1:30 p.m.

If your vehicle arrives more than 30 minutes after your scheduled ready time, your trip is free.
 

APPOINTMENT TIME

The appointment time is the latest time that our vehicle can arrive at the destination address. If you have an appointment, please consider the time you need to get from the vehicle to your  appointment.

Example: If you have an appointment at your doctor at 10 a.m., consider how long it will take you to get from the vehicle to the doctor’s office in the building. If you are going to a large medical complex and it takes you 15 minutes to get from the vehicle to the doctor’s office, you should provide Metro Mobility with a 9:45 a.m. appointment time.
 

“NO EARLIER THAN" TIME

If you are requesting a pickup and you cannot leave before a specific time, you can request a “no earlier than” time. For example, if you are done at work at 4 p.m., you can request a 4 p.m. “no earlier than” time. When looking for Metro Mobility buses in your area, the reservationist won’t offer you a time earlier than when you are able to leave.
 

SAME DAY RIDE

Due to the number of trips scheduled on Metro Mobility, same-day trip requests are not accepted during our peak travel times of 5 a.m. to 8 p.m.

Premium on Demand trips provide a faster same-day trip directly to your destination. Trips are in taxis and are NOT shared. Metro Mobility pays up to $20 of the fare. Download the free iHail app on the Apple App store or Google Play store.

SCHEDULE RIDES BY FAX OR EMAIL

See your trip provider's email and fax numbers to schedule rides.

Requests for trips submitted by fax or email will be scheduled twice each day.

• AM – Between 5 a.m. and 6 a.m.
• PM – Between 12 p.m. and 1 p.m.
• Requests that come in after 1 p.m. will not be considered until the following day at 5 a.m.
• Same-day trip requests will not be considered when submitted via fax or email.
• See your service provider's email and fax numbers to schedule rides. 

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STAND-BY TRIPS

For trips that begin or end in the State Service Area, Metro Mobility may use the following process:

1. The reservationist will take your request.
2. The reservationist will tell you, at the time you book the ride, that they are placing your trip on Stand-by.
3. The service provider will make all reasonable efforts to schedule your ride by 4 p.m. the day before your trip.
4. The service provider will contact you before 8 p.m. the day before your trip to let you know whether they can provide your ride, and give you ride times if applicable.

STANDING ORDERS

A standing order automatically schedules trips for you. You can request standing orders for routine trips going from the same origin address to the same destination address at the same day of the week, at the same time of day, and at least one day a week. Unfortunately, we cannot grant all standing order requests. The Metro Mobility Service Center limits the number of standing orders to ensure that there is room on the system for customers who have trip needs that change from week to week. Preference will be given to standing order trips that begin and end in the federal ADA service area.

Standing order trips will be considered for:

• Trips going from the same place to the same place at the same time on the same day of the week.
• Trips that will be consistent for at least six months.
• Customers who have not had their standing order canceled in the past year due to lack of use.

Customers are responsible for cancelling their standing order ride at least one hour before the scheduled time. All other Metro Mobility service rules apply to standing orders.
 

REQUEST A STANDING ORDER

Customers can request a standing order at any time by submitting a Standing Order Request form (PDF) to the Metro Mobility Service Center. To have the Standing Order Request form sent to you by fax or U.S. mail, contact the Service Center at 651.602.1111 or 651.221.9886 TTY. Standing orders are reviewed and approved monthly. Metro Mobility notifies customers about their newly approved standing orders by phone. 

Standing order requests that are not wholly within the ADA service area will be considered only if:

1. The trip is for life-sustaining medical appointments; 
2. for work or school purposes; or
3. the customer has full eligibility.

You can determine if your trip is wholly within the ADA service area by using the lookup form on the trip providers, areas, and hours Metro Mobility web page. 

Please send your completed Standing Order Request form to the Metro Mobility Service Center:

• By mail: 390 Robert Street North, Saint. Paul, MN, 55101
• By email: [email protected]
• By fax: 651.602.1660

Standing order trips will NOT be provided on these holidays or observed holidays:

• New Year’s Day
• Memorial Day (observed)
• Independence Day (July 4th)
• Labor Day
• Thanksgiving Day and the Friday following
• Christmas Day

Customers with a standing order who need to travel on any of these days must contact their trip provider and directly schedule a ride up to four days in advance.
 

REMOVE A STANDING ORDER

Standing orders are reserved for people who travel regularly. Customers who cancel or no-show 20% or more of their standing order trips may have their standing order removed. Customers will have to wait for at least 12 months before Metro Mobility will consider their request for a new standing order.
 

PLACE A STANDING ORDER ON HOLD

If you don't need your standing order for a period of time, you can put your standing order on hold. A standing order can be placed on hold for as little as a week or up to 90 days per calendar year. To place your standing order on hold, please contact your trip provider. Standing orders that are on hold longer than 90 days each year may be subject to cancellation.

CHANGE A STANDING ORDER

Whenever possible, providers will attempt to accommodate requested changes to a Standing Order.   To request a change, complete a Standing Order Change Form (PDF).

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CANCELLING TRIPS

If you don't need your scheduled trip, please call in as soon as possible to cancel it. This will allow other passengers to use that time slot and space. If you do not cancel your scheduled trip at least one hour before the schedule pickup time, it will be counted as a No Show, which could result in a suspension of service. 

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LANGUAGE LINE

Metro Mobility uses Language Line Solutions to assist customers with limited English proficiency. Call your trip provider and they will connect an interpreter who speaks your language into the call.