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MetroAccess Customer Guide

Opening image in the customer guide

Revised April 2008

Here you will find all the information you need about how to become a MetroAccess customer and how to use the service. If you have any questions about MetroAccess after reading this guide, please call the MetroAccess Administration Office at 301-562-4640 or TTY 301-588-7535.

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Table of Contents

MetroAccess Telephone Options

Below 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 your ride if it is more than 15 minutes late; Please do not use this option before or during the pick-up window
Option 3 To confirm or cancel a trip
Option 4 For applications and information about the eligibility process
Option 5 For answers to questions about MetroAccess policy, no-show or late cancellation notices, or to contact Lost and Found
Option 6 To file a complaint, concern or commendation
Option 7 For answers to frequently-asked questions (FAQ)
Option 8 To request information about sharing your ride with another MetroAccess customer
Option 9 Careers with MetroAccess

What Is MetroAccess?

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

The service provides daily trips throughout the entire Washington Metropolitan region, including the District of Columbia, suburban Maryland, and suburban 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 in accordance with the Americans with Disabilities Act (ADA).

MetroAccess Eligibility Requirements

To be eligible for MetroAccess service, you must:

Have a disability as defined by the ADA

AND

Be unable, as a result of your disability, to utilize fixed-route transportation such as Metrobus and Metrorail,

OR

Need to use a ramp or wheelchair lift to board or exit a public transit vehicle, but an accessible public transit vehicle is not being used at the time, date, and on the route you would travel. (All Metrobuses are wheelchair accessible.)

OR

Be unable to travel to or from a bus stop or rail station due to a disability.

Applying for MetroAccess Service

To determine if you are eligible to use MetroAccess, you must complete an application and have it certified by a health care professional. You can download the application or request the application by calling MetroAccess at 202-962-2700 or TTY 202-962-2033.

Please indicate on your application if you need to travel with a personal care assistant. Both your disability and your need to use MetroAccess must be explained and certified.

Mail your completed and signed application to:

Metro Transit Accessibility Center
600 Fifth Street, NW
Washington, DC 20001

In-Person Interview and Assessment

The final step in the application process is the in-person interview and functional assessment. You will be required to come to one of our eligibility sites, where your independent travel skills and ability to use public transportation will be evaluated, including your ability to walk or travel a measured distance. If you use a mobility aid, you must bring it to the assessment. MetroAccess will provide transportation to the interview free of charge, and will arrange pick up for this appointment.

You will receive written notification of your eligibility or ineligibility for MetroAccess service. If it is determined that you are eligible for MetroAccess, we also will send you a MetroAccess Identification Card. If you are denied eligibility, you have the right to appeal. Information on the appeal process will be sent along with notification of denial.

During your interview, you also will be given information regarding Metro's Reduced Fare Program for Metrobus and Metrorail service.

Changes in MetroAccess Eligibility

MetroAccess reserves the right to require a new eligibility assessment at any time. Reasons a new eligibility assessment might be required include, but are not limited to:

  • instances when there may have been possible improvements in your ability to use public transit and/or
  • removal of physical barriers that previously prevented you from using public transportation.

Fares and Service Area

MetroAccess fares one way start at $2.50 (base fare) and go up to a maximum of $6.50. Drivers are required to collect fares before the trip departs. Exact fare is required. Drivers do not carry or make change.

Customers taking trips that begin or end less than 3/4 of a mile from the nearest bus stop or 1-1/2 miles from the nearest Metrorail station will be charged the base fare ($2.50) for the trip. You may pay your fare using cash, a paper Metrorail farecard worth $2.50 or two Metrobus tokens (worth $1.35 each). Sales offices at Metro Center, Metro headquarters, and the Pentagon sell packages of five farecards, each with $2.50 in value, for $12.50. Farecards may also be purchased at Metrobus garages, commuter stores, and select retail outlets. Passengers also may purchase a $2.50 farecard at any fare vending machine in a Metrorail station.

Map of MetroAccess service areasAny trip that begins or ends more than 3/4 of a mile from the nearest bus stop or is more than 1-1/2 miles from a Metrorail station is subject to a supplemental fare, in addition to the $2.50 base fare. If the trip requires a supplemental fare, the agent will inform you at the time you make your reservation.

The MetroAccess service area includes the District of Columbia, Montgomery County, Prince George's County, Arlington County, Fairfax County, and the cities of Alexandria, Fairfax, and Falls Church.

Riders can travel up to four zones beyond the weekday, peak period, public transit service area. $1 per zone will be charged in addition to the $2.50 base fare as follows:

Zone Distance Price
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Zone 1 Up to 3 miles $1
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Zone 2 Between 3 and 6 miles $2
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Zone 3 Between 6 and 9 miles $3
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Zone 4 More than 9 miles $4

Service Hours

Core hours of MetroAccess operation reflect the core hours of operation of Metro's fixed-route services, Metrorail and Metrobus. Reservations outside of those hours can be made if, and only if, fixed-route service is offered at the same time and along the requested route of MetroAccess travel. Trips outside of the core hours of operation may be scheduled with a reservation agent in the same manner as trips during the core hours.

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

MetroAccess Door-to-Door Service

Door-to-door service for MetroAccess means that MetroAccess drivers escort MetroAccess customers from the outermost exterior door of the customer's pick-up address into the vehicle and from the vehicle to the outermost exterior door of the customer's destination address.

Most customers will receive an automated call when the driver arrives at the pick-up location. The only exceptions would be when service is being provided by Metro's taxicab partners or for group trip service to social service agencies. Upon arrival, if the customer is not present for boarding at the curb, the driver will proceed to the door.

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 a safe and accessible path of travel from the vehicle to the door.
  • There must be a safe place to park on a public roadway or public parking lot.
  • The parked vehicle must not block or impede traffic.

If any of the above conditions are not met, the location is considered non-serviceable for door-to-door and the driver will render curb-to-curb service for one or both legs of the trip. 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 told the problem, and asked to meet the vehicle at the curb.

Who Will Provide and Who Will Receive Door-to-Door Service

All MetroAccess rides are door-to-door unless the origin or destination is deemed non-serviceable for door-to-door service. The obligation to provide door-to-door service applies equally to all service providers in the MetroAccess system including taxis and other Metro service partners. It shall be assumed that all customers expect this level of service unless they indicate otherwise by being available for boarding at the curb.

How to Schedule a Trip

To schedule a trip, call MetroAccess at 301-562-5360 and press 1 for Reservations or TTY 301-588-7535. Reservation agents are available seven days a week between the hours of 8 a.m. and 4:30 p.m. 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 tell us which entrance you will use. If possible, please provide us with a phone number to reach you in case of a delay or problem with your ride. (This is highly recommended.) Tell the reservation agent if you will be riding with a mobility aid, companion or personal care assistant (PCA).

Online Reservations

Registered MetroAccess customers may also book or cancel trips on the Metro site. Use your MetroAccess customer ID number to login. Your password is your eight-digit date of birth. If your birthday is July 2, 1963, your password will be 07021963.

Points to Remember When Scheduling a Trip

  • Arrange your return trip at the same time you make a reservation.
  • Give the time when you would like to arrive at your destination to make sure the driver can drop you off on time.
  • If MetroAccess is unable to provide a trip at the time you request, the agent will assist you to select another time within one hour (30 minutes before or after) of your originally requested time.
  • Notify the reservation agent of any special request(s) you might have, so that it will be included in the trip comments.
  • All trips are treated with equal priority. Examples of eligible trips include, but are not limited to, traveling to/from work, a medical appointment, a shopping trip, a sports event, a restaurant, etc.
  • Please provide a telephone number at which you may be reached at time of pick up.

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.

MetroAccess Subscription Trips

Do you take the same trip on the same day of the week, at the same time, between the same addresses? If so, you might qualify for MetroAccess subscription trip service. Once your subscription service is established, you will not have to call and schedule each trip. If for any reason you need to cancel your subscription for a specific period of time, contact MetroAccess. Your subscription will be reinstated at the end of the specified time period.

Please note that all subscription service is canceled on federally observed holidays. If you need to travel on those days, call to schedule your trip.

To request a subscription, call MetroAccess at 301-562-5360 and press 1 for Reservations. Tell the reservation agent you'd like to request subscription service.

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. That means that 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 a.m., your ride will be scheduled to arrive between 7:45 and 8:15 a.m.

30-minute pick-up windowBe ready to leave as early as the start time of the pick-up window. For example, if your pick-up window is from 7:45 to 8:15 a.m., you must be ready at 7:45 a.m. If your driver arrives early, he or she is only required to wait five minutes into the pickup window. For example, if your pick-up window is from 7:45 to 8:15 a.m. and the driver arrives at 7:45 or earlier, you must be in the vehicle by 7:50 a.m.

You are not required to board the vehicle until the pick-up window begins, but you may board the vehicle early if you wish. Our computer can call to notify you when your driver arrives (MetroAccess vehicles only, not taxis). The call can be sent to any phone number, including your cell phone. Please provide your contact phone number when you make your reservation.

All MetroAccess drivers are uniformed personnel with their ID badges visible to our customers. If you ever have doubt about your driver's identity, call MetroAccess at 301-562-5360 and select option 2 to speak with a dispatcher.

Vehicle Wait Time and Customer No-Shows

Drivers are obligated to wait for customers five minutes from arrival at the pick-up location. Upon arrival, drivers will proceed to the first 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 Metro's Late Cancellation and No-Show Policy.

How to Cancel a Trip

Customers are expected to cancel trips at least two hours before the beginning of their pick-up window. You may cancel a trip by doing one of the following:

  • Use the Internet anytime. 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, 1963, your password will be 07021963.
  • Use InstantAccess 7 days a week, 24 hours a day. Call MetroAccess at 301-562-5360 and press 3 for InstantAccess. Use your MetroAccess ID number as your user name. Your birth date (mm/dd/yyyy) is your password unless you change it.
  • Call a reservation agent 7 days a week, 8 a.m. to 4:30 p.m. Call MetroAccess at 301-562-5360 and press 1 for Reservations. Give the agent information about each trip you want to cancel.

MetroAccess Service Suspensions

MetroAccess Service may be suspended under the following circumstances:

  • No-shows and late cancellations. Repeated no-shows and/or late cancellations may result in suspension of MetroAccess Service. A "no-show" is when your driver arrives at your location during the pickup window and you are not there. A late cancellation is when you cancel your trip less than two hours before the start of the pickup window. For example, if your trip window begins at 3:30 p.m., you have until 1:30 p.m. to cancel without being penalized for a late cancellation.
  • Abusive or aggressive behavior. MetroAccess Service also may be suspended due to inappropriate, aggressive or abusive behavior toward drivers, other passengers, and/or Metro or contractor staff. This includes such behavior toward reservation agents, dispatchers, and call center supervisors.

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.

Here's what you need to know:

  • Your MetroAccess ID card is issued to you for your use only and must remain in your possession.
  • You are required to present your MetroAccess ID card on boarding all MetroAccess vehicles.
  • Your MetroAccess ID card is not transferable to others. 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.
  • You 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, the State of Maryland, and of the Commonwealth of Virginia.
  • If you lose your MetroAccess ID card or if it is stolen, you must report the loss immediately by calling 202-962-2700.
  • If your card is ever lost or stolen, MetroAccess will replace it for a $5 fee. Write to:

Metro
Transit Accessibility Center
600 Fifth Street, NW
Washington, DC 20001

Include your name, address, contact phone number, and MetroAccess ID number. Enclose the $5 fee in the form of check or money order. Do not send cash through the mail. Your replacement ID card should arrive within three (3) weeks.

Driver Assistance

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 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.
  • Ask customers to show a valid MetroAccess ID card.
  • Ask the customer, "How may I assist you?"
  • Accompany and assist the customer along the entire path of travel between the vehicle and the first exterior door.
  • Guide customers who are blind or low vision (per customer's approval / request).
  • Maneuver the customer's 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.

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 needed.

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 or
  • handling a service animal

What if I Need Additional Assistance?

All customers have the right to travel with a personal care assistant (PCA) and should indicate their intent to do so when making a reservation. Some people have a level of disability that necessitates their use of 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 so he or she may walk between the vehicle and the first 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.

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 available. Be sure to notify the reservation 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 will 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 some sedans. Taxicabs are used when MetroAccess vehicles are not available. MetroAccess does not accommodate requests for specific types of vehicles. Accessible vehicles are used to transport customers who use wheelchairs.

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. 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.

Inclement Weather or Hazardous Conditions

During severe weather, icy or otherwise hazardous road conditions or emergency situations, MetroAccess might not transport riders from their homes, but instead will focus on safely returning all riders to their homes. MetroAccess service changes due to inclement weather will be announced on local radio, television, and this website.

Lost & Found

MetroAccess is not responsible for lost or stolen items. If you believe you have lost something on MetroAccess, call 301-562-5360 and select Option 5.

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 a.m. to 5 p.m.

Customers may also write to us at:

Transit Accessibility Center
600 Fifth Street NW, Lobby Level
Washington, DC 20001

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

Metrobus, Metrorail, and other transit providers offer accessible transportation for which advanced planning is not 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

All MetroAccess customers who show a valid MetroAccess ID, along with one companion, may ride for free on:

  • Metrobus
  • Metrorail
  • City of Fairfax CUE Bus
  • City of Falls Church GEORGE 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 come and go as you please. Using these services does not jeopardize your ability to use MetroAccess.

Visitors

Visitors to the Washington metropolitan area who are unable to use Metrorail, Metrobus or other local bus service because of their disabilities are eligible to use MetroAccess for up to 21 days in a rolling 365-day period. To use MetroAccess beyond that period, you will be required to apply for and obtain MetroAccess eligibility. Please call 301-562-5360 and select Option 4 to arrange visitor service.

MetroAccess 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
  • Reserve trips from one to seven days in advance of the desired travel date
  • 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 pickup throughout the pick-up window of the scheduled trip.
  • Have a valid MetroAccess ID Card to show to the driver.
  • Pay your fare.
  • Treat drivers, other riders, and MetroAccess staff with respect.
  • Keep personal assistance devices in good condition.
  • Make sure ramps, sidewalks, and walkways are clear of snow and ice.
  • Keep service animals under control at all times.
  • Cancel reservations two or more hours before the scheduled pickup.
  • Do not eat, drink or smoke in a MetroAccess vehicle.
  • Maintain good personal hygiene.
  • Do not engage in disruptive or abusive behavior.
  • Keep us updated with your personal information such as your home address, phone number, and the types of mobility aids that you use.

 


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