MetroAccess Customer Guide

Audio version of the MetroAccess Customer Guide

Revised February 2011

Table of Contents

• What Is MetroAccess?
• Customer Bill of Rights
• Customer Responsibilities
• Fares and Service Area
  • Fare Payment Policy
• Service Hours
• MetroAccess Telephone Options
• How and When to Schedule a Trip
  • Online Reservations
  • Points to Remember When Scheduling a Trip
  • Trip Confirmation Number
• How to Cancel a Trip
• EZ-Pay Is a Better Way to Pay
  • EZ-Pay Works with SmartBenefits®
  • Managing Your Account
• Using Your Account
  • By Phone
  • By Internet
  • In Person
• MetroAccess Subscription Trips
• Door-to-Door Service
• Your Pick-Up Window and When to Be Ready
• Vehicle Wait Time and Customer No-Shows
• MetroAccess Photo ID Cards
• Driver Assistance for Customers
  • If You Need Additional Assistance
  • What You May Bring with You
• MetroAccess Vehicles
• Direct Threat and Abusive Behavior
• Severe Weather or Hazardous Conditions
• Lost and Found
• Complaints, Commendations, and Suggestions
• Same Day Accessible Rides on Metrobus, Metrorail, and Other Transit Providers
• Free Rides for Certified MetroAccess Customers

What Is MetroAccess?

MetroAccess is a shared ride transportation service for people who are unable to use fixed-route public transit due to disability. "Shared ride" means that multiple passengers may ride together in the same vehicle.

The service provides daily trips throughout the Washington Metropolitan region, including the District of Columbia, Maryland, and Virginia. Rides are offered in the same service areas and during the same hours of operation as Metrorail and Metrobus. MetroAccess is a service of the Washington Metropolitan Area Transit Authority (Metro), and is the region's complementary paratransit service offered in accordance with the Americans with Disabilities Act (ADA). Learn more about the ADA.

Customer Bill of Rights

As a MetroAccess customer, you have a right to:

• Be picked up on time within a 30-minute window.
• Be transported in a safe manner.
• Be treated with courtesy and respect.
• Travel in a clean, well-maintained vehicle.
• Be heard and expect Metro to investigate, address, and resolve concerns or complaints.
• Have calls answered promptly and courteously.
  
• Receive quality transportation services that are equivalent to those offered on Metrobus and Metrorail.

Customer Responsibilities

• Be ready for pick-up throughout the pick-up window of the scheduled trip.
• Display your valid MetroAccess ID Card to the driver before boarding the vehicle.
• Pay exact fare before boarding the vehicle.
• Treat drivers, other riders, and MetroAccess staff with respect.
• Keep personal assistance devices in good condition and be able to operate without driver intervention.
• Make sure ramps, sidewalks, and walkways are properly maintained and clear of snow and ice.
• Wear required vehicle restraints at all times during transport.
• Keep service animals under control at all times.
• Cancel reservations two or more hours before the scheduled pick-up.
• Do not eat, drink or smoke in a MetroAccess vehicle.
• Maintain good personal hygiene.
• Do not engage in disruptive or abusive behavior.
• Provide up-to-date personal information to MetroAccess staff, including your home address, phone number, the types of mobility aids you use, and your accessible format needs.

Fares and Service Area

Customers may take trips that begin and end less than 3/4 of a mile from the nearest bus stop or Metrorail station and will be charged two times the fastest fixed-route equivalent fare, paying no more than $7 per one-way trip. Customers are required to pay the fare to the driver prior to boarding the vehicle. Exact fare is required. Drivers do not carry or make change.

The reservations agent will inform you of your total fare at the time you book your trip. Customers are encouraged to pre-pay for trips using a credit/debit card or cash with MetroAccess EZ-Pay. Please see the EZ-Pay section for more information on pre-payment of your trips.

Fare Payment Policy

Full and exact payment of MetroAccess fares is required for all trips. Payment should be pre-paid through EZ-Pay or presented in exact change, without request, to MetroAccess operators before a customer or their PCA and/or companions board the vehicle.

Service Hours

Monday - Thursday		5 am to midnight
Friday		5 am to 3 am Saturday
Saturday		7 am to 3 am Sunday
Sunday		7 am to midnight

Core hours of MetroAccess operation reflect the hours of Metrorail operation. Reservations outside of those hours can be made only if fixed-route service is available at the time and locations of desired travel.

MetroAccess Telephone Options

The following are important telephone numbers and options to contact MetroAccess. Calls are answered in the order in which they are received. Once you have selected your option, please stay on the line.

Main Phone Number: 301-562-5360
TTY: 301-588-7535

Option 1	To schedule a trip
Option 2	To check on the status of your scheduled trip
Option 3	To confirm or cancel a trip
Option 4	To use the automated EZ-Pay system
Option 5	To speak with the no-show/late cancellation review team
Option 6	To access Instant Access customer information
Option 7	For answers to frequently asked questions (FAQ)
Option 8	For information about applying for MetroAccess, resetting your Instant Access password or if your MetroAccess ID card has been lost or stolen
Option 9	For information on how to file a commendation or complaint about MetroAccess service

How and When to Schedule a Trip

To schedule a trip, call MetroAccess at 301-562-5360 and press 1 for Reservations or TTY 301-588-7535. Reservations agents are available seven days a week between the hours of 8 am and 4:30 pm. Customers may schedule a trip between one and seven days in advance of the desired travel date. MetroAccess does not provide same-day service.

Be prepared to give the reservation agent the exact addresses of your pick-up and drop-off locations. If your pick-up location is at a building with more than one entrance, please indicate which entrance you will use.

Tell the reservation agent if you will be riding with a mobility aid, companion or personal care assistant (PCA). If travelling with a PCA/companion, please also notify the reservations agent if your PCA/companion will be travelling with a mobility aid.

If possible, please provide a phone number where you may be reached in case of a delay or problem with your ride. (This is highly recommended.)

Online Reservations

Registered MetroAccess customers may also book or cancel trips on the Metro website. Use your MetroAccess customer ID number to log in. Your password is your eight-digit date of birth. If your birthday is July 2, 1983, your password will be 07021983.

Points to Remember When Scheduling a Trip

• Arrange your return trip at the same time you make a reservation for pick-up.
• If you need to arrive at your destination no later than a specific time, please tell the reservation agent you would like to book your trip by appointment time.
• If MetroAccess is unable to provide a trip at the time you request, the agent will help you select another time within one hour (30 minutes before or after) of your originally requested time.
• Provide as much detail about your pickup location as possible.
• All trips are treated with equal priority. For example, a trip going to a sporting event has the same priority as a trip going to a dialysis treatment.
• Please provide a telephone number at which you may be reached at time of pick-up.
• MetroAccess does not provide vehicle choice.

Trip Confirmation Number

When your reservation has been made, the agent will read back your trip itinerary and give you a trip confirmation number. Please make sure your trip is scheduled properly.

Make note of the confirmation number. This is the number you will be asked to provide if there is a problem with your scheduled trip or if you need to modify or cancel your reservation.

How to Cancel a Trip

Customers are expected to cancel trips at least two hours before the beginning of their pick-up window. Trips not cancelled within two hours are subject to the noshow late cancellation policy. You may cancel a trip by doing one of the following:

• Use the Internet any time. Use your MetroAccess customer ID number to login. Your password is your eight-digit date of birth. For example, if your birthday is July 2, 1983, your password will be 07021983.
• Use InstantAccess any time. Call MetroAccess at 301-562-5360 and press 3 for InstantAccess (TTY 301-588-7535). Use your MetroAccess ID number as your user name. Your birth date (mmddyyyy) is your password unless you change it.
• Call a reservation agent 7 days a week, 8 am to 4:30 pm. Call MetroAccess at 301-562-5360 and press 1 for Reservations 9 (TTY 301-588-7535). Give the agent information about each trip you want to cancel.

EZ-Pay Is a Better Way to Pay

With EZ-Pay, you can prepay your MetroAccess fare by phone or the Internet with a credit/debit card or in person with cash at the Metro Center Sales Office. You can also review your trip history online, and any complimentary trips that you receive will be credited to your account electronically. Take advantage of the convenience and security of EZ-Pay. Simply prepay with EZ-Pay, then show your MetroAccess photo ID to the driver when you board the vehicle.

EZ-Pay Works with SmartBenefits®

If you receive a transit benefit through your employer's SmartBenefits® program, you can now direct your monthly transit benefit to MetroAccess. At the beginning of each month, you can call or log in to your EZ-Pay account to review your balance and transaction history. To direct your transit benefits to MetroAccess through your EZ-Pay account, you must have a registered SmarTrip® card and be enrolled in SmartBenefits®. For more information on SmartBenefits®, contact your employer or transit benefit provider.

Managing Your Account

With EZ-Pay, you can add money to your account whenever you want and keep track of the balance on your account. MetroAccess customer service representatives can also provide you with account information when you call to schedule a trip.

Please note that funds need to be available in your account prior to making a reservation for your trip. Money is deducted from your EZ-Pay account at the time you book your trip, not when you actually take the trip. For subscription riders, funds need to be available in your account eight (8) days prior to your subscription trip(s), since subscription trips are automatically reserved in the system a week prior to the actual day of travel.

Subscription trips are automatically cancelled for all federal holidays. Please note if you re-book your trip(s) for travel on a federal holiday, funds will need to be available prior to booking your trip(s). If funds are not available in your EZ-Pay account at the time of booking, you will be required to pay the driver in cash prior to boarding the vehicle.

Using Your Account

By Phone:

1. Call MetroAccess at 301-562-5360 and select option 4 for your EZ-Pay account.
2. You will be forwarded to the EZ-Pay system where you will be prompted to log in.
   • Enter your MetroAccess customer ID, followed by the # key.
   • Enter your MetroAccess password followed by the # key. Your default password is your eight-digit date of birth (mmddyyyy).
3. Once your login ID is confirmed, the system will announce your MetroAccess EZ-Pay account balance. Please note that the balance reflects trips booked but not yet taken. When you book a trip, the amount of the fare will be deducted from the balance at that time. If you subsequently cancel the trip, the fare will be automatically refunded to your account immediately.
4. Press 1 to add value to your EZ-Pay account using your Visa, MasterCard, American Express or Discover card.
5. Press 2 to hear your EZ-Pay account balance again.
6. Press 0 to return to the MetroAccess Call Center.

By Internet:

1. Go to the MetroAccess Web booking site.
2. Log in to your MetroAccess EZ-Pay Account.
   • Your login ID is your MetroAccess customer ID number.
   • Your default password is your eight-digit date of birth (mmddyyyy).
3. Once you've successfully logged in, select from the following options: View Balance, View Transactions, Add Value or Log Out.
4. Select View Balance to display the current balance on your account. Please note that the balance reflects trips that have been booked but not yet taken. When you book a trip, the amount of the fare will be deducted from the balance at that time. If you subsequently cancel the trip, the fare will be automatically refunded to your account immediately.
5. Select View Transactions and then enter a date range to display a description of your transactions. Keep in mind that the transaction date is the date you booked the trip. To view booked trips that have been cancelled, select the "Display all transactions" checkbox.
6. Select Add Value to add value to your EZ-Pay account using your Visa, MasterCard, American Express or Discover card. Enter the value you want to add, your credit card information, and billing address. Once you complete the purchase, the value will appear immediately in your transactions list.
7. When you are finished adding value to your EZ-Pay account or reviewing your account balance and transactions, click Log Out.

In Person:

1. Go to the Metro Center Sales Office in the Metro Center Metrorail station, 12th and F Streets, NW, Washington, DC. The sales office is open 8 am to 6 pm, Monday through Friday.
2. Tell the sales agent that you would like to add money to your MetroAccess EZ-Pay account. Please note that the balance provided to you by the agent reflects trips that have been booked but not yet taken.
3. Show your MetroAccess photo ID to the sales agent. Cash, Visa, MasterCard, American Express, and Discover are accepted.

MetroAccess Subscription Trips

Do you take the same trip on the same day of the week, at the same time, between the same addresses? For example, do you have a consistent doctor's appointment or travel to work? If so, you might qualify for MetroAccess subscription service. Once your subscription service is established, you will not have to call and schedule these pre-arranged trips. Established subscription service creates the foundation for our scheduling process.

To qualify for subscription service, customers must demonstrate their travel is consistent. Please note that for subscription trips, money is deducted from your account seven days in advance of the actual trip. Please ensure you have sufficient funds in your EZ-Pay account.

The terms and conditions of the MetroAccess Subscription Policy are as follows:

1. Customers must demonstrate a pattern of the subscription trips for 30 days prior to subscription service being implemented. Customers must travel to and from the same destination, with similar pick-up and drop-off times, at least once a week for 30 days to demonstrate a pattern for subscription service.
2. Customers are allowed to modify their subscription trips once every 30 days in the following ways: comment section, pick-up time, appointment time, and phone number. Modifications to pick-up time will be negotiated per the regular MetroAccess reservations process.
3. If the destination and/or origin address changes, the customer has to cancel the current subscription and a new subscription must be implemented. The customer must again demonstrate a pattern of the new subscription, as described above, before it is approved.
4. Subscription trips that are cancelled 25% or more within a 30-day period may result in the cancellation of subscription service.
5. Subscription service will be automatically cancelled on all federal holidays.
6. Subscription service may take up to seven business days to implement. Prior to subscription service being established, customers must continue to book demand trips for their travel. Trips may be booked with reservations from one to seven days in advance.
7. Subscription service may be placed on hold for a maximum of 30 days within a rolling 90-day period. The exact same subscription must be implemented, or it will be treated as a new subscription. Subscriptions that have been inactive for longer than 30 days will be cancelled. The customer is responsible for rebooking inactive subscription trips. If rebooking a previously existing subscription after 30 days and the subscription is identical to the original, the 30 day pattern is not required.

To request a subscription, call MetroAccess at 301-562-5360 and press 1 for Reservations (TTY 301-588-7535). Tell the reservations agent that you would like to request subscription service.

Door-to-Door Service

Door-to-door service means that MetroAccess drivers escort customers from the outermost exterior door of the customer's pick-up address and onto the vehicle, and from the vehicle to the outermost exterior door of the customer's drop-off address. Customers should be present at the outermost exterior door and ready to board the vehicle when their pick-up window begins. Upon arrival, if the customer is not present for boarding at the curb, the driver will proceed to the door.

Upon arriving at the door for a pick-up, drivers will knock and identify themselves as "MetroAccess." At public entrances, drivers may open the first exterior door to announce their arrival. If the entrance has a second door nearby that leads to a waiting area, drivers may open the second door to announce their arrival.

To receive door-to-door service, the following conditions must be met:

• The outermost exterior door must be no more than 150 feet from the vehicle.
• The driver must be able to maintain sight of the vehicle at all times.
• There must be safe access from the vehicle to the door.
• There must be safe parking on a public roadway or public parking lot.
• The parked vehicle must not block or impede traffic.

If any of these conditions are not met, the location is considered non-serviceable for door-to-door and the driver will render curb-to-curb service at the identified location. If a driver is at a location that is non-serviceable for door-to-door service, the driver must contact the Call Center to report to the dispatcher the reason door-to-door service cannot be provided. Dispatch will attempt to contact the customer. Upon doing so, the customer will be advised of the situation and asked to meet the vehicle at the curb.

Your Pick-Up Window and When to Be Ready

MetroAccess schedules pick-ups within a 30-minute pick-up window to allow for traffic and other delays. Instead of giving you an exact time, we'll give you a 30-minute period during which your driver should arrive. For example, if you ask to be picked up at 8 am, your ride will be scheduled to arrive between 7:45 and 8:15 am.

Be ready at the beginning of the pickup window. For example, if your pick-up window begins at 7:45 am, be ready at 7:45 am. If your driver arrives early, he or she is only required to wait five minutes into the pick-up window. For example, if your pick-up window is from 7:45 to 8:15 am and the driver arrives at 7:45 or earlier, you must present yourself for boarding by 7:50 am.

You are not required to board the vehicle until the pick-up window begins, but you may board the vehicle early if you wish. MetroAccess drivers carry ID badges. If you ever doubt your driver's identity, call MetroAccess at 301-562-5360 and select option 2 to speak with a dispatcher (TTY 301-588-7535).

Vehicle Wait Time and Customer No-Shows

Drivers are obligated to wait for customers five minutes from arrival within the pick-up window at the pick-up location. Upon arrival, drivers will proceed to the outermost exterior door and announce themselves. They will wait one minute at the door for the customer. If the customer is not present for boarding within that time, the driver will return to the vehicle and request that the MetroAccess Call Center begin the no-show authorization process.

Call Center personnel will then verify that the driver is at the correct location and make a good faith effort to call the customer before authorizing the driver to proceed to the next destination. If the customer can be reached and becomes available for boarding while the driver is still on site during this process, the driver will return to the door to assist the customer. Customers who are not ready for boarding upon the driver's arrival and are still not present at the end of the five minute waiting period, will be considered a "No-Show" and will be subject to the terms and conditions of the MetroAccess Late Cancellation and No-Show Policy as described below:

In any calendar month, any customer who has booked ten trips or more and has "no-showed" or "late cancelled" at least 10% of those trips will receive a suspension notice. (A trip cancelled in accordance with our policy, i.e. more than two hours before the start of the pick-up window, will not be counted in the total number of trips booked, nor will it receive penalty points.) Additionally, to ensure that only habitual offenders are suspended, a customer will have to accumulate three or more penalty points to receive a suspension. A customer will be subject to suspension only if both the minimum number of trips booked and the minimum number of penalty points are reached during the calendar month.

A "No-Show" occurs when a customer does not board the vehicle within five minutes of the vehicle's arrival within the 30-minute pick-up window. Each No-Show is counted as one penalty point.

A "Late Cancellation" occurs when a customer cancels a trip less than two hours before the start of the 30-minute pick-up window. Each Late Cancellation is counted as one-half (1/2) a penalty point.

All suspension periods will begin on a Monday. The length of a customer's suspension will adhere to the following schedule:

• Upon a first violation in the calendar year, a customer receives a warning letter.
• Second violation:
  7-day (1-week) suspension
• Third violation:
  14-day (2-week) suspension
• Fourth violation:
  21-day (3-week) suspension
• Fifth and subsequent violations:
  28-day (4-week) suspension

MetroAccess will retain records on customer compliance with this policy for the current calendar year. A warning letter and copy of this policy will be issued upon the first violation of the year.

Further violations of this policy will result in suspension, per the above schedule. If you no-show or late cancel because of circumstances beyond your control, please call the MetroAccess No-Show Team at 301-562-5360 (option 5) (TTY 301-588-7535) to explain the circumstance, and request the removal of the no-show or late cancellation. The hours of the No-Show Team are Monday through Friday from 7 am to 6 pm. Voice messages may be left for the No-Show Team 24 hours a day, seven days a week.

No-shows or late cancellations must be disputed within two business days after the end of the calendar month in which they occur. Prior to sending a suspension letter, MetroAccess will review all no-shows and late cancellations to ensure that the process was followed properly and an accurate count is represented. Any no-show or late cancellation that is found to be in error will be removed from the customer's account.

If you dispute a suspension under this policy, you have the right to file an appeal. Appeal Requests must be filed in writing, by the deadline and per the instructions within the appeal packet. If you miss the Appeal Request deadline, your MetroAccess service will be suspended on the date listed on your MetroAccess Service Suspension Notice. A copy of the appeal process will be sent to you with your suspension letter.

MetroAccess Photo ID Cards

Customers must carry their MetroAccess photo ID cards with them when using the service. You will be required to present your MetroAccess ID card whenever you board a MetroAccess vehicle. It is incumbent upon Metro to protect the rights and security of our MetroAccess customers by preventing misuse of the system.

What You Need to Know:

• You are required to present your MetroAccess ID card before boarding all MetroAccess vehicles.
• Your MetroAccess ID card is issued to you for your use only and must remain in your possession at all times. Your MetroAccess ID card is not transferable. You may not give or lend your MetroAccess ID card to anyone.
• Your MetroAccess ID card allows you to travel aboard MetroAccess vehicles along with one Personal Care Assistant (PCA) who may accompany you free of charge. MetroAccess customers who are conditionally eligible may travel aboard Metrobus or Metrorail free of charge.
• On Metrobus or Metrorail, you may be accompanied by one companion who may ride with you free of charge. Additional persons traveling with you are required to pay the standard fare. To take advantage of this benefit, you must present your MetroAccess ID card to the Metrobus operator or Metrorail station manager.
• Misuse, alteration or counterfeiting of your MetroAccess ID card is a violation of the laws of the District of Columbia, Maryland, and Virginia.
• If you lose your MetroAccess ID card or if it is stolen, you must report the loss immediately by calling 202-962-2700 (TTY 202-962-2033). Lost or stolen cards will be replaced for a fee. For the first replacement card, the fee is $10 and $25 for the second and subsequent replacement card. To obtain your replacement card, write to:
  
  Metro Transit Accessibility Center
  600 5th Street, NW
  Washington, DC 20001
  
  Include your name, address, contact phone number, and MetroAccess ID number. Enclose the appropriate fee in the form of cashier's check or money order. Do not send cash through the mail. Your replacement ID card should arrive within three weeks.

Driver Assistance for Customers

MetroAccess drivers will provide the following assistance to customers:

• Knock on the door and identify themselves as "MetroAccess." At public entrances, drivers may open the outermost exterior door to announce their arrival. If the public entrance has a small vestibule with a second door nearby that leads to a waiting area, drivers may open the second door to announce their arrival.
• Ask customers to show a valid MetroAccess ID card and collect full fare for trip.
• Ask the customer "How may I assist you?" Offer the usage of a posey belt (safety belt for boarding and travel) to customers using a wheelchair or scooter.
• Accompany and assist the customer along the entire path of travel between the first exterior door and the vehicle.
• Guide customers who are blind or have low vision (per customer's approval / request).
• Maneuver the customer's manual wheelchair (per customer's approval / request).
• Allow customers to hold the driver's arm for balance.
• Carry a limited amount of packages for the customer, not to exceed 40 pounds, and capable of being transported in a single trip to the door.
• Escort the customer on/off the vehicle, operate vehicle lift if required, and ensure proper securement of the customer (including seatbelt securement) and mobility devices.

It is important to note that the driver is not a personal care assistant and is not permitted to provide assistance beyond what is outlined in this guide. Customers are responsible for making arrangements for any additional assistance.

Additionally, MetroAccess drivers are strictly prohibited from:

• Entering or unlocking a customer's private residence at any time.
• Assisting a customer using a wheelchair up or down steps or curbs.
• Waiting with customers at their destination.
• Handling a service animal.
• Operating the controls of an electronically operated mobility device.

If You Need Additional Assistance

All customers have the right to travel with one personal care assistant (PCA) and should indicate their intent to do so when making a reservation. Depending on the nature and severity of the disability, a customer may require additional assistance from a PCA. Customers who cannot travel safely or comfortably without being accompanied by or met by a PCA must understand that MetroAccess drivers cannot fulfill PCA duties.

Some duties that may be performed by a PCA and not by a MetroAccess driver include but are not limited to:

• Assisting a customer in removing a jacket and/or repositioning in a wheelchair.
• Providing physical support for a customer to walk between the vehicle and the outermost exterior door of the pick-up or destination.
• Assisting a customer with changing oxygen canisters.
• Traveling with or meeting a customer who cannot be left unattended at the destination.
• Traveling with customers who cannot be left unattended for a brief time on a MetroAccess vehicle without risk to themselves or others.
• Assisting a customer who travels with a service animal but cannot board or disembark that animal from the vehicle without assistance.
• Unlocking and/or opening the door to a customer's private residence.
• Assisting a customer using a wheelchair in navigating up or down any steps or curbs to or from the MetroAccess vehicle.
• Operating the controls of an electronically operated mobility device.

What You May Bring with You

Life support equipment. You may bring a respirator, portable oxygen or other life-support equipment as long as it does not violate hazardous material transportation laws. The equipment must be small enough to fit into the vehicle and be secured. Customers must ensure that there is an adequate oxygen supply (3/4 or full) before boarding. Drivers are not authorized to operate life support equipment.

Companions and personal care assistants (PCAs). Companions who are not PCAs may travel with a certified customer when space is reserved. Be sure to notify the reservations agent if a companion will ride with you and if your companion uses a wheelchair or scooter. Companions, including children age six and older, must pay the full fare. PCAs traveling with certified customers ride for free.

Service animals. You may travel with a service animal, such as a guide dog. Be sure to tell the reservation agent when scheduling your trip that you will be traveling with a service animal. There is no fee to bring your service animal.

MetroAccess Vehicles

MetroAccess has lift-equipped vans and a limited number of sedans. Taxicabs are also used for MetroAccess service. MetroAccess does not accommodate requests for specific types of vehicles, including sedan-only requests. Accessible vehicles are used to transport customers who use wheelchairs/scooters or ambulatory customers who require a lift to board a vehicle.

MetroAccess vans and lifts will hold wheelchairs and scooters up to 48" long x 30" wide that weigh no more than 600 pounds when occupied. Mobility aids beyond these specifications might not be transportable. We reserve the right to refuse transport if unsafe. For your safety, please make sure that brakes and other parts on your wheelchair or mobility device are in good working order.

If you need assistance boarding the vehicle, the driver will assist you. All drivers are trained to operate a wheelchair lift and the mobility aid securement devices. Ambulatory customers utilizing the vehicle lift should use provided hand rails for safe boarding.

Direct Threat and Abusive Behavior

MetroAccess service may be suspended or terminated due to inappropriate, aggressive, threatening or abusive behavior toward other customers or MetroAccess employees or any illegal conduct. Service suspensions may also result from abusive behaviors such as verbal assault, intentionally tying-up MetroAccess telephone lines and repeat violations of MetroAccess policies.

If you dispute a suspension under this policy, you have the right to file an appeal. Appeal Requests must be filed in writing, by the deadline and per the instructions within the appeal packet. A copy of the appeal process will be sent to you with your suspension letter.

Severe Weather or Hazardous Conditions

During severe weather, icy or otherwise hazardous road conditions or emergency situations, MetroAccess may make service modifications. MetroAccess service changes due to severe weather will be announced on local radio, television, the MetroAccess phone system, MetroAlert messages and this website. Sign up for MetroAccess MetroAlerts.

Lost and Found

MetroAccess is not responsible for lost or stolen items. If you believe you have lost something on MetroAccess, file a report through the customer comment process options listed below.

Complaints, Commendations, and Suggestions

MetroAccess employees are trained to provide safe, reliable, and courteous on-time service. We always want to hear from our customers whether it's a compliment, suggestion or complaint.

To file a complaint or commendation regarding your MetroAccess service, please use our online customer comment form, call 202-637-0128 or TTY 202-962-2565. Agents are available weekdays (except holidays) from 8 am to 5 pm.

Customers may also write to us at:

Office of MetroAccess Service
6505 Belcrest Road, Suite 501
Hyattsville, MD 20782

Same Day Accessible Rides on Metrobus, Metrorail, and Other Transit Providers

Metrobus, Metrorail, and other transit providers offer accessible transportation for which no advanced planning or reservations are required. You might be able to take Metrobus or Metrorail for some of your trips or portions of trips.

Metro offers free system orientations to teach people with disabilities how to ride Metrobus and Metrorail. These orientations include trip-planning assistance and highlight the accessibility and safety features of the Metro system. To arrange for a free Metro system orientation or for more information about bus and rail accessibility, contact Metro's Office of ADA Programs at 202-962-1100 or TTY 202-962-2033.

Free Rides for Certified MetroAccess Customers

MetroAccess customers who are conditionally eligible who show a valid MetroAccess ID, along with one companion, may ride for free on Metrorail, Metrobus, and the following regional transit providers:

• Arlington County ART
• City of Fairfax CUE Bus
• DC Circulator
• Fairfax Connector
• Montgomery County Ride On
• Prince George's County TheBus

You do not need to schedule rides in advance when using these transit systems, giving you the flexibility to travel independently and spontaneously. Using these services does not affect your eligibility to use MetroAccess.