Paracruz

ParaCruz is METRO’s ADA Complementary Paratransit service offering accessible door-to-door shared rides for people who are not able to use the bus due to a temporary or permanent physical, cognitive, or psychiatric disability.

ParaCruz provides people with disabilities a level of access to public transit that is comparable to the rest of the community.

We operate a fleet of safe, clean, modern, and accessible buses and minivans, connecting people to educational, business, medical, shopping, social, and other destinations. All ParaCruz vehicles (and METRO fixed-route buses) are accessible to customers who need to use a ramp or lift to board the vehicle.

Customers may arrange for an assistant to travel with them. Rides are scheduled in advance, and frequently include picking up and dropping off other customers along the way.

Customer Guide

A printable ParaCruz Customer Guide is available for download here. For additional ParaCruz brochures, visit our Resource Library.

Service Area

METRO ParaCruz provides service to any destination within Santa Cruz County that is within three-quarter (¾) miles of an operating bus route.

Service Days and Hours

The days and hours that paratransit service operates reflect the days and hours that METRO local-fixed route bus service operates in same area (excluding Amtrak Highway 17 Express). If fixed-route bus service operates limited trips, paratransit service will be available only during the times when those fixed-route bus trips are operating.

Weekend and holiday paratransit service will only be provided when and where local fixed-route bus service is operating. View METRO’s fixed-route service calendar.

For more information, call our Customer Service Department (831) 425-8600 . (Dial 711 for CRS Hearing & Speech Impaired Services).

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 our ParaCruz vehicles.

Boarding is permitted if 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.

View more information about Mobility Devices here.

How To Apply

ParaCruz service is limited to people who have been certified as meeting the strict eligibility criteria described in the Americans with Disabilities Act (ADA).

Apply online

For more information on applying contact ADAride at (877) 232-7433, Monday through Friday from 8am-4pm.

Eligibility

You can be found eligible even if you live more than three-quarter (¾) miles away from a bus route; however, ParaCruz will only pick-up and drop-off within three-quarter (¾) mile of an operating bus route. You will have to make other arrangements to travel beyond three-quarter (¾) mile of an operating bus route.

If, because of a disability, you can never use fixed-route buses under any conditions, you will be determined eligible and “unrestricted.”

If you can use fixed route buses for some trips, you may be determined eligible for “Restricted Trip-by-Trip” for those trips. Restricted eligibility may be based on how your disability is impacted by environmental conditions, such as extreme weather, or may be location-specific, such as a destination at the top of a steep hill.

Your eligibility determination will be made within 21-Days from the time ADAride receives your application & Health Care verification form. If for a reason a decision is not made within 21 calendar days, ParaCruz service will be provided until a final decision is made” If you are approved, a letter and ParaCruz guide will be mailed to you. If you are approved to use METRO ParaCruz and wish to ride Fixed-Route at a discounted fare, you qualify for a Disabled Discount card, granting you reduced fares on METRO’s fixed-route buses.” If you require a PCA (Personal Care Assistant) or your condition has changed since your eligibility certification and you now require an attendant, call ADAride for more information.

If you do not agree with the decision, you may appeal the decision to an independent appeals panel.

ParaCruz eligibility is valid for up to three years, unless your disability is deemed permanant.

Customers should ensure their phone numbers and mailing addresses remain up to date with ADAride. Renewal notifications will be issued 60 to 90 days before the eligibility expiration date. For individuals with “unrestricted” eligibility due to permanent conditions that will not improve, a one-page form will be sent to confirm that their contact information and mobility device(s) remain accurate.

METRO recognizes that due to unforeseeable circumstances, there may be times when a new customer may need transportation before they are able to complete the eligibility process. In these cases, we may be able to arrange temporary eligibility for up to fourteen days while the customer goes through the eligibility determination process.

Please allow 1-3 Business days for your request to be processed.

Temporary eligibility is provided to customers who have a limited-term condition that prevents them from using the METRO bus system. Limited-term eligibility may be provided for the expected duration of the disability. Should the disability continue longer than expected, the customer will be required to reapply and complete the evaluation process through ADAride.

Applicants who believe an eligibility determination was made in error may appeal the decision. The applicant may initiate an appeal in writing (forms are included with eligibility denials) within 60 days of the determination.

Appeals Address:

ADA Ride
950 Dovlen Place #100-D
CARSON, CA 90746

TOLL FREE: (877) 232-7433 – Bilingual Spanish
TTY: (310) 410-0985
FAX: (310) 410-0239

Monday through Friday
HOURS: 8am to 4pm (PST)
Lunch Break Noon to 1pm

Prior to your hearing, please provide additional information to assist the panel in making a determination:

The reason you believe the determination was incorrect
Any information you would like the appeals panel to consider supporting your request

An appeal hearing will be scheduled within 30 days of receipt of the appeal request.

View more information about the METRO ParaCruz Service Eligibility and Appeals Process

ParaCruz Customer Service

Whether you need to make a reservation or have a question or suggestion about ParaCruz, our Customer Service team is here to help.

Make a Reservation

To make a reservation, call (831) 425-4664. Dial 711 for CRS Hearing & Speech Impaired Services.

Reservations may be arranged from 8am to 5pm, 7 days a week. Rides must be reserved one to three days in advance.

File a Customer Service Report

Our online Customer Service Report is a one-stop resource for reporting any questions or concerns related to your experience with ParaCruz. Once you open the report form, use the drop-down menu to select a relevant topic, such as Paratransit Issues, Accessible Information Requests, or ADA 504 complaints.

Fill out an online report

You may also make a report by phone. Call (831) 425-8600.

Responses to ParaCruz Customer Service Reports may take up to 30 days.

ParaCruz Fares and Coupons

ParaCruz Base Fares

The base fare for ParaCruz trips is $4. The booking agent will confirm all fare costs at time of booking.

ParaCruz Premium Fares

For will-call returns, a paratransit passenger will pay twice the $4 base fare ($8)
For a re-dispatched vehicle, a paratransit passenger will pay four times the $4 base fare ($16)

How to buy

Buy Online

You may buy prepaid ParaCruz Coupons or create or add to a Diminishing Balance Account through our online store:

Online Store

Mail Order

Download and complete the ParaCruz Diminishing Balance & Mail Order Form to order coupons or add funds to a Diminishing Balance Account by mail. Instructions are listed on the form. Send all mail order requests and payments to:

METRO Customer Service
110 Vernon Street,
Santa Cruz, CA 95060

In Person

Prepaid ParaCruz coupons are available for purchase at our Customer Service Centers in downtown Santa Cruz and Watsonville.

Paracruz

Directions

Nearby Transit Routes

What Is ParaCruz?

Customer Guide

Mobility Devices

ParaCruz Customer Service

ParaCruz Fares and Coupons

How to buy