CUSTOMER SERVICE

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Our Customer Service team is here to make sure your experience with METRO is safe, convenient, and easy. We provide the following bilingual services:

  • Bilingual customer assistance
  • Bus route Information
  • Trip planning
  • Lost and found service
  • Discount photo ID
  • Bus pass sales (including CRUZ Cards)
  • Bus pass mail order forms
  • Reloading new value on your CRUZ Card

Contact Us

Customer Call Center

831-425-8600
Open daily 8am – 5pm
(Dial 711 for CRS Hearing & Speech Impaired Services)

See our Service Calendar for holiday closures <will add link when calendar is confirmed>

Transit Centers

Riverfront Temporary Transit and Customer Experience Center

Customer Experience Center located at:
603 Front St.,
downtown Santa Cruz

Transit Center bus stops located on:
River St., Soquel Ave., and Front St.

Services

  • Staffed Customer Service Window is open Monday–Friday, 8am – 5pm
  • Closed 10:00 – 10:15am, 12:00 – 1:00pm, 3:00 – 3:15pm for breaks
  • Public restrooms
  • METRO riders have access to a public restroom near the Soquel/Front Parking Garage at 601 Front St. facing Soquel Ave.
  • Restroom is located next to Oswald’s Restaurant (121 Soquel Ave.) and across the street from New Leaf.
  • Walking Directions from METRO’s Customer Experience Center: Head South on Front St. towards Soquel Ave., turn right on Soquel Ave., walk past Oswald’s Restaurant, public restrooms will be located on your right.

Watsonville Transit Center
475 Rodriguez St.,
Watsonville

Services

  • Staffed Customer Service Window is open Monday–Friday, 8am – 5pm
  • Customer Service Call Kiosk available 7 days a week, 8am – 5pm

Cavallaro Transit Center
246 Kings Village Rd., Scotts Valley
(This transit center is not staffed.)

Capitola Mall Transit Center
1885 41st Ave., Capitola
(This transit center is not staffed.)

METRO Pacific Station
The METRO Pacific Station complex is closed for demolition and redevelopment. Pacific Station is scheduled to reopen in 2026 as mixed-use development featuring low-income housing, retail and commercial space, and a METRO transit center.

Learn More
Community & Environment

Online Customer Service Report

Fill out a report

We’re here to help and welcome your questions and suggestions. Our online Customer Service Report is a one-stop resource for reporting any questions or concerns related to your experience with METRO.

Once you open the report form, use the drop-down menu to specify the type of issue you’d like to report, such as:

  • Discrimination
  • Harassment
  • ADA 504 complaints
  • Lost and Found items
  • Paratransit issues
  • Accessible information requests
  • Any other issue, incident, question, or commendation related to your experience with METRO.

To learn more about METRO policies and procedures, including our Title VI Discrimination Policy, ADA 504 Complaint Policy, Code of Conduct, and more, visit our Document Library.

Lost and Found

You may enquire about lost and found items in two ways:

Lost and Found items may be claimed only during Customer Service business hours. Security personnel will release not items after hours. Bicycles can only be claimed directly from security personnel. Legal photo identification is required for all claims.

Please note that METRO bus operators will not use bus radios to check on lost items, except in extreme emergencies.