Accessible Services

METRO is committed to providing transportation services that can be used by all of our customers.

Mobility Training

Riding the bus offers greater flexibility for your travel plans while being less expensive than a specialized service such as ParaCruz or other accessible taxi services.  METRO offers a free Mobility Training Program:  How to Ride the Bus - personalized instruction for older adults and people with disabilities.

 

How to Ride the Bus instructs people how to:

  • Ride the bus safely and confidently
  • Use passenger lifts, ramps, kneeling bus steps, and other special features
  • Handle unique mobility situations
  • Make connections between buses
  • Obtain a discounted fare Photo ID Card
  • Purchase discount fare passes
  • Read the Headways bus rider's guide

Individualized instruction is available for people who have already qualified for METRO ParaCruz Services, and would like to receive instruction in safely boarding or alighting from a ParaCruz vehicle. Call 425-4664 for more information.

Accessibility Features

  • Priority seating is available for older adults and customers with disabilities
  • All buses are equipped with ramps or lifts to accommodate riders who have difficulty climbing stairs, or who use mobility devices
  • For passengers using mobility devices, there are reserved areas with securement systems to provide a safe ride
  • If you have special needs, please notify your operator
    • METRO Operators are trained to assist with mandatory securement of any mobility device
  • If you have difficulty with lift accessibility at any of our bus stops, please complete a ParaCruz Customer Service Report

  • For more information regarding METRO’s Accessibility Services, call the Accessible Services Coordinator at (831) 423-3868 or call Customer Service at (831) 425-8600 (CRS Hearing/Speech Impaired 711)

Kneeling Features

  • For those who have difficulty with steps, METRO buses have "kneeling" capabilities, which permit the front entry door to be lowered to a more convenient level
  • Please ask the Operator to "kneel" the bus for you before you enter or exit

    Passenger Ramps / Lifts

  • All METRO low-floor buses have ramps that can be deployed to assist customers in mobility devices or for those who have difficulty with steps:
    • These buses do not have "stairs"
    • A single step is transformed into a ramp, allowing an easy transition from the sidewalk onto the bus
  • Other METRO buses that have stairs, have the capability of transforming those stairs into a passenger lift platform, that permits the boarding and alighting of customers using mobility devices

Guaranteed Back-Up Service

  • In the event of a passenger lift failure, the bus operator will notify the Dispatcher for guaranteed "Back up" service. You are entitled to the "Back Up" service if another bus heading to your destination will not arrive within 30 minutes.

    Call Stop Announcements

  • Every METRO bus is equipped with a Call Stop Announcement System that will announce every bus stop (except those within 600 feet of an earlier stop)

  • Upon boarding, you may ask the Operator to assist in finding your destination

Service Animal Accessibility

  • Individuals with disabilities may be accompanied on a METRO bus, or ParaCruz vehicle by a Service Animal specifically trained to assist them
  • The owner must be in control of the animal at all times
  • Any working Service Animal should NOT be petted or handled by any person other than the owner
  • For complete information see METRO's Service Animal Policy

Attendants

  • One attendant can ride free with a fare-paying passenger, when you present your approved Discount Photo ID Card

Life Support Equipment

  • Individuals required to use respirators, portable oxygen, and other life support equipment, are permitted to board with them, unless it would violate Federal Regulations (49 CFR Parts 100 - 199) concerning the transportation of hazardous materials

Mobility Devices

  • METRO buses and ParaCruz vehicles are designed to accommodate most mobility devices
  • According to Federal Regulations (49 CFR Parts 37.3 and 37.165), METRO will NOT be able to safely accommodate passengers with either three (3), or four (4) wheeled mobility devices exceeding the following limits:
    • Dimensions greater than thirty (30) inches wide, by forty-eight (48) inches long (measured at two (2) inches above the ground)
    • Occupied weight greater than six hundred (600) pounds
    • Personal belongings cannot interfere with securement

Securement of Mobility Device

  • Securement of mobility devices is mandatory
  • METRO utilizes a four-point securement system, including:
    • Seat belt and shoulder harness system
    • Safety restraint bar
  • Once on board, special seats fold back to allow room for the mobility device to be secured
  • Complimentary Stokes Straps for ease of securement are available
    • Call the Accessible Services Coordinator at (831) 423-3868
  • METRO also recommends that you lock brakes on your mobility device while the bus is in motion

Boarding and Alighting when using a Mobility Device

  • You may board the bus facing FORWARD or BACKWARD
  • METRO requests that you only alight (exit the bus) facing FORWARD

ADA Complaint Procedure

In accordance with the requirements of Title II of the Americans with Disabilities Act of 1990 (ADA), and Section 504 of the Rehabilitation Act of 1973 (504), the Santa Cruz Metropolitan Transit District (METRO) will not discriminate against qualified individuals with disabilities on the basis of disability in the METRO’s services, programs, or activities.  METRO will not tolerate acts of retaliation against anyone exercising his/her rights under the ADA/504.

 

  • Any person with a disability or his/her representative who believes that METRO’s programs, activities or services are not in compliance with the ADA/504 statutes or regulations, may file a formal complaint with METRO as outlined in the ADA Complaint Procedure.