Accessibility

In cooperation with the ADA, METRO is committed to providing transportation services that can be used by all of our customers. The information below describes the accessibility features and services offered across all of METRO’s services.

All METRO Vehicles Are Accessible

Priority seating is available for older adults and customers with disabilities.
All METRO buses have “kneeling” capabilities, which permit the front entry door to be lowered to ease entry and exit of the bus.
If you have difficulty climbing steps, ask the bus operator to “kneel” the bus for you before you enter or exit the front entry.
All METRO buses are equipped with ramps or lifts to accommodate passengers 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 bus operator; they are trained to assist with the mandatory securement of any mobility device.
For more information regarding METRO’s Mobility Program, call the Mobility Training Coordinator at (831) 420-2576 during business hours.

Fixed-Route Features

In the event of a passenger lift failure, the bus operator will call for guaranteed back-up service, if another bus heading to the passenger’s destination will not arrive within 30 minutes.
If a METRO bus cannot be provided, our ParaCruz paratransit service will be used.
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 bus operator for help in finding your destination.

Service Animal Accessibility

A service animal is defined as any animal that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability.

Passengers 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 Personal Care Attendant (PCA) can ride free with a fare-paying passenger who presents a 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

All mobility devices are allowed to access our vehicles regardless of weight or size. We will attempt to carry any wheelchair or mobility device that can physically and safely be accommodated on either our fixed-route or ParaCruz vehicles.

Boarding is permitted as long as the device can maneuver the ramp or be picked up by the lift, and the passenger can maneuver the device into the passenger area in a forward-facing position for securement.

METRO vehicles utilize a multi-point securement system, including lap belts and shoulder harnesses (and safety restraint bars on fixed-route buses).

For Your Safety

Securement of mobility devices is mandatory.

METRO requests that you lock the brakes on your mobility device while using the lift and while the bus is in motion. While traveling in a scooter, the bus operator will suggest transferring to a passenger seat once your scooter has been secured.

Mobility Training

Many customers find that our fixed-route buses provide greater flexibility and independence while being less expensive than our paratransit service. Our Mobility Program provides free training to individuals who want to learn 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 Discount Photo ID Card
Purchase discounted fares and passes
Read the Headways Bus Rider’s Guide
Plan a trip using the METRO website

Complimentary Stokes Straps (for protecting your wheelchair from tie-down scratches) are available to training participants.

For more information, contact the Mobility Training Coordinator at (831) 420-2576.

Discount Fares & Passes

Older adults and people with disabilities are eligible for discount fares and passes.

Qualifying individuals must present one of the following forms of verification below to a bus operator upon boarding, or to a Customer Service Representative or METRO Pass Vendor when purchasing a discount pass

Older Adults and People with Disabilities must present one of the following.

Older adults (age 62 and over):

A METRO Discount Photo ID Card (described below)
A Discount Photo ID Card issued by another transit agency
A Senior Citizen ID Card
Identification that displays date of birth (e.g. passports & birth certificates)
Current State Driver’s License, or current State ID Card
A Medicare ID Card

People with disabilities:

A METRO Discount Photo ID Card (described below)
A Discount Photo ID Card issued by another transit agency
A Medicare ID Card
A valid ID Card for a California Disabled Person Parking Placard
A Disabled Veteran’s ID Card

Discount Photo ID Cards

To make it easier for seniors and people with disabilities to ride public transit, we offer a METRO-issued Discount Photo ID Card. The Discount Photo ID provides proof of eligibility for METRO discount fares and passes. It also qualifies you to ride with attendants at no extra fare and/or children at the discount fare. People with METRO’s Discount Photo ID can use the card to qualify for the discount fares offered by other transit agencies.

Application Criteria for Older Adults

Must be at least 62 years old
Must submit one of the forms of identification listed above (except Medicare ID).

Application Criteria for People with Disabilities

Must submit one of the forms of identification listed above.

Must present a complete Professional Verification of Disability Status form. The form must be completed by a medical practitioner or other professional verifying your disability.

Where to Apply

Visit Customer Service at our Transit Centers in downtown Santa Cruz and Watsonville during business hours.

Processing and Replacement Fees

$2.00 to process a new Photo ID Card
$2.00 for the first replacement of a lost card
$5.00 for the replacement of a lost card thereafter

How to Obtain the Application Forms

Read the Discount Fare Program and Policy.
Print the application forms that are appended to the policy as Attachment A and Attachment B.
If your application requires confirmation of legal blindness, print and submit Attachment C.

You may also request the forms from Customer Service at our Transit Centers in downtown Santa Cruz and Watsonville.

Attendants

People with disabilities who require an attendant are only required to pay one discount rate fare when they travel with a METRO Discount Photo ID Card. To qualify, your application form must indicate that you need an attendant. A “green dot” will then be placed on your Discount Photo ID Card, which allows you to receive this benefit.

Children

Children (age 17 and under) may ride at the discount fare rate when accompanying a parent who travels with a METRO Discount Photo ID Card. To qualify, your application form must include a completed Request for Reduced Children’s Fare with Discount Fare Card Form (Attachment B). A “gold dot” will then be placed on your Discount Photo ID Card, which allows you to receive this benefit.

Accessibility Policies and Procedures

Request for Reasonable Accomodation

Santa Cruz METRO does not discriminate against individuals with disabilities in the provision of transportation services and is committed to ensuring that no person, solely by reason of his or her disability, is excluded from participation in, is denied benefits of, or is subjected to discrimination under any Santa Cruz METRO’s programs or activities.

Santa Cruz METRO considers all requests for reasonable modifications of its policies, practices or procedures when necessary to avoid discrimination on the basis of disability. Santa Cruz METRO is not required to grant requests for reasonable modifications that would fundamentally alter the nature of the Santa Cruz METRO services, programs or activities; are not needed for access to Santa Cruz METRO services, programs or activities; or present a direct threat of injury to other persons or property. Due to the fact-specific nature of requests, individual decisions and one-time modifications are not precedential. If a modification is determined later to be unnecessary for the requesting individual to use the requested transit service, a fundamental alteration, or unsafe for other person(s) or property, Santa Cruz METRO may discontinue or change the modification.

If a customer believes they have been discriminated against by Santa Cruz METRO on the basis of a disability, they may submit a Request for Reasonable Modification via the Santa Cruz METRO Support Ticket Center or complete request for Reasonable Modification form (Appendix A).

If an individual is unable to write because of a disability and needs assistance in completing any form, District staff will assist by scribing the complaint by phone. Please contact our Customer Service Department at 831-425-8600.

Requests for reasonable modifications are handled by Santa Cruz METRO’s Chief Operating Officer (COO), who can be reached as follows:

By Phone: (831-426-6080) or Fax (831-426-9471)

By email: (mross@scmtd.com)

By US mail:

Santa Cruz METRO
Attention: Margo Ross (COO)
110 Vernon Street
Santa Cruz, CA 95060

COO will evaluate all requests for reasonable modifications, and provide a written response to the individual requestor within ten (10) business days.

Santa Cruz METRO’s ADA Complaint Procedure.

Accessible Information Request

You may request accessible information online using our Customer Service Report form and selecting “Accessible Information Request” from the dropdown menu.

Title VI Discrimination Complaint

You may file a Title VI Discrimination Complaint online using our Customer Service Report form and selecting “Title VI Discrimination Complaint” from the dropdown menu.

Accessibility Policies

Our policies related to accessibility, ParaCruz, discounted fares, and other services and programs for people with disabilities can be found in our Resource Library.

Accessibility

Directions

Nearby Transit Routes

Services & Features

All METRO Vehicles Are Accessible

Fixed-Route Features

Service Animal Accessibility

Attendants

Life Support Equipment

Mobility Devices

Mobility Training

Discount Fares & Passes

Older Adults and People with Disabilities must present one of the following.

Discount Photo ID Cards

Where to Apply

Accessibility Policies and Procedures