PARACRUZ
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What Is 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.
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.
Customer Guide
A printable ParaCruz Customer Guide is available for download here.
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.
METRO ParaCruz operates additional evening hours to correspond with certain fixed routes and operates limited hours (6 am -10:30 pm) adjacent to fixed routes #33 and #34 on weekdays only during the summer months when these fixed routes do not operate.
For more information, call (831) 425-4664. (Dial 711 for CRS Hearing & Speech Impaired Services)
View METRO’s fixed-route service calendar
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
For more information or to apply over the phone, call 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 but “restricted” from those trips that you could make by bus. 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 postmarked within 7 days of your transit evaluation. If you are approved, a letter will be sent to you. If for any reason a decision is not made within 21 calendar days, ParaCruz service will be provided until a final decision is made.
If you do not agree with the decision, you may appeal the decision to an independent appeals panel (details below).
ParaCruz eligibility is good for a maximum of three years.
Between 60 and 90 days prior to the customer’s eligibility expiration date, a one-page form will be sent to the most current address on file with ParaCruz. The customer is asked to verify that their condition still prevents them from using the fixed-route bus and to verify their contact information and mobility device(s). Customers who indicate that they have had a change in their mobility or mobility device may be asked to attend another transit evaluation.
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.
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 may request an extension of eligibility.
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
19300 S. Hamilton Ave, Suite 120
Gardena, CA 90248
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.
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 8 am-5 pm. Rides must be reserved at least one day in advance of the ride.
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.
You may also make a report by phone. Call (831) 425-4664.
Responses to ParaCruz Customer Service Reports may take up to 30 days.
ParaCruz Fares and Coupons
ParaCruz Base Fares
A Customer Service representative will inform the paratransit passenger of the exact fare when the ride is booked.
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)
Prepaid Coupons and Diminishing Balance Accounts
Buy Online
You may buy prepaid ParaCruz Coupons or create or add to a Diminishing Balance Account through our online store:
Mail Order
Download and complete the ParaCruz Diminishing Balance & Mail Order Form <link to 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
920 Pacific Ave., Suite 21
Santa Cruz, CA 95060
In Person
Prepaid ParaCruz coupons are available for purchase at our Customer Service Centers in downtown Santa Cruz and Watsonville.