ADA Paratransit Services
What is Metro Paratransit Service?
- Metro Paratransit Service is a curb-to-curb public transportation service for people with disabilities who are unable to use Metro buses. Paratransit is a shared-ride service operated with modern, accessible vehicles. Riders who are unable to access vans by using steps can use wheelchair lifts. Metro also offers free travel training to persons with disabilities who are capable of riding accessible bus service.
- WHAT HOURS ARE YOU OPEN?
Paratransit Services Operation Hours
- Paratransit Services operates on a daily schedule that is comparable to our Metro bus service.
Paratransit Live Scheduling Hours
- Monday-Friday: 6 AM to 7 PM (except for these holidays: Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day and New Year's Day). For details on how to call and schedule trips on these days, please ask your scheduler.
What are the Paratransit Fares?
Effective October 1, 2009:
- Cash: $0.50
- Guest: $1.00
- Metro Paratransit Fare Passes - 20 trips: $10.00
- Personal Care Attendants - no charge
- All eligible riders, regardless of age, must pay exact fare when boarding. Operators cannot give change. Paratransit Fare Coupons can be purchased online at www. MetroStore.net or at The Metro Station at 1501 West Highway 83 Suite 110. (Metro Administration Offices at Central Station). For other locations of Ticket Vending Machines, call 956.681.3510.
Please note: Operators are not allowed to accept tips or gratuities.
When can I appy?
Certifying riders will need to complete an in-person assessment to identify their potentials, rather than limitations in their ability to use accessible bus. Here is a summary of the certification process:
- Fill out Metro Paratransit Application
- Call for an application and a Physician Verification Form.
- Once paperwork is received, complete and correct, we will contact you to set up an appointment at the assessment center.
- At the assessment we will assess your abilities in using transit services.
- After the assessment, DART will notify you if you were approved for or denied Paratransit service and whether your service will be conditional or unconditional.
When does my certification expire?
- Yes, eligible riders are certified for services for a period of up to 3 years. The eligibility period will depend on the Paratransit participant's specific disability and, if temporary, its duration.
How do I get recertified?
- Recertification for services will be required of each Paratransit participant prior to expiration of his or her current eligibility period. Metro will notify participants of the recertification requirement at least 90 days prior to the expiration of their eligibility period. Recertifying riders will complete an in-person assessment to identify their potentials, rather than limitations in their ability to use accessible bus or rail transit.
What if my vehicle is late?
- If the vehicle has not arrived by the end of your 20-minute ready-time window, please call Metro Paratransit at 956.681.3511.
What if my ride didn't show?
- If we fail to pick you up within 59 minutes of your scheduled trip, call Metro Paratransit Services within 24 hours of the missed trip at 956.681.3511 to request coupon reimbursement.
- Please leave your name, your Paratransit ID number and the date of your missed trip. Once the missed trip is validated, coupons will be mailed to you within 10 working days following your telephone request.
How do I cancel my Trips?
- You can cancel two days' worth of trips by calling 956.681.3511 Monday-Friday. You must cancel your return trip if you cancel or No-Show the first part of your trip. You will receive an additional No-Show for a return trip that is not canceled. Trips no longer required by a rider, must be canceled by 5:00 p.m. the day before the scheduled trip.
What are the penalties for excessive advance cancellations?
- A service suspension of 7 days will be imposed on demand service riders who exceed the maximum cancellation allowances prescribed under this policy.
What is a no-show or same-day cancellation?
- A No-Show occurs when you fail to board the Paratransit vehicle within 5 minutes after it arrives within the ready-time window. Trips that are not canceled at least 2 hours before your scheduled time will be considered Same-Day Cancellations. If you No-Show your trip going home, please call Paratransit to reschedule your trip. You will be scheduled on the next available vehicle. The next available vehicle is based upon availability and may take up to 2 hours to dispatch to your destination.
What are the penalties for a No-Show or Same-Day Cancellation?
- When you accumulate a total of 3 No-Shows and/or Same-Day Cancellations within a 30-day period, you will receive a written Notice of Service Suspension, and a 30-day service suspension will be imposed.
What is a late cancellation?
- A Late Cancellation occurs when you cancel a scheduled trip between 5 p.m. the day prior to the trip and up to two hours before the scheduled pick-up time.
What are the penalties for a Late Cancellation?
- For every 3 Late Cancellations, a rider will be charged 1 No-Show. Remember: A service suspension of 30 days will be imposed if a rider accumulates 3 No-Shows in a 30-day period.
- What Is The Paratransit Service Area?
- Certified Paratransit riders are welcome to schedule trips to begin and end anywhere within the McAllen City Limits.
- Service is also provided to and from MFE International Airport.
- A Guide to Paratransit Services
- We hope this guide answers some of your questions. If you need further information, please do not hesitate to contact us. We are here to provide safe, reliable, dependable and efficient public transportation to persons with disabilities. Welcome to Metro Paratransit Services!
- How do I Schedule a Trip?
Metro Paratransit trips can be scheduled one of two ways: by talking with a live agent; or, by emailing Metro Paratransit.
Customer Assistants are available from 6AM to 7PM Monday through Saturday. Reservations can be made with an agent up to 14 days in advance. However, reservations must be made at least the day before a scheduled trip before 6PM Metro Paratransit services does NOT offer same day service.
To schedule a trip with a Customer Assistant, please call 956.681.3511
To Email a requested trip, please Email MetroParatransit@mcallen.net
Be READY to provide the following information in this order:
- Your Metro Paratransit identification card (Paratransit ID) number
- The date you will be traveling
- Your pick-up address (including building/business names, specific pick-up information, landmarks)
- The time you would like to be picked up OR the time you need to reach your destination
- The physical address of your destination (including specific drop-off information)
- Telephone number at your destination
- The time you would like to be picked up at destination OR the time you need at this destination
- If a personal care attendant (PCA) will travel with you
- If guests other than your PCA will travel with you (including children)
- If you will be using a mobility device
Scheduling a ride for a specific time?
Be sure to allow plenty of time to finish your appointment in order to meet the vehicle at your scheduled pick-up time. Be aware of opening and closing times at your destination to avoid waiting outside the building before or after business hours. When scheduling your trips, please follow these suggestions:
- Allow adequate time to reach your destination
- Allow extra time for the pick-up and drop-off of other passengers before reaching your destination
- Allow for traffic conditions and weather delays
Paratransit Services can offer travel times 1 hour before or 1 hour after the requested travel time as established under the Americans with Disabilities Act (ADA) of 1990 service criteria.
Can I book a trip for the same day?
- Not at this time. Currently, ADA Paratransit is unable to offer same day service to its riders. All trips must be booked at least one day before a scheduled trip.
How do I confirm my trip?
- Trips will be confirmed at the time you schedule your service. Please confirm dates, times and addresses before ending the call to ensure the accuracy of your scheduled trip.
How do I ride Paratransit Services?
- Certified program participants are required to present their Metro Paratransit ID when boarding vehicles.
How long will my ride take?
- Travel time on Paratransit is comparable to the amount of time it would take to make the same trip using our Metro bus service with connections. The average trip length is about 90 minutes, and a trip may exceed or fall below that average depending on the circumstances.
When do I need to be ready?
- Paratransit vehicles will arrive any time within a 20-minute ready-time window. For example, if your ready-time window is between 9 AM and 9:20 AM, the vehicle will arrive any time between 9 AM and 9:20 AM.Please be ready to board the vehicle immediately upon arrival, or your vehicle will leave after 5 minutes, and you will be considered a No-Show.
Where do I wait for my ride?
- Metro Paratransit is a curb-to-curb, shared-ride service that complements Metro’s bus service. Riders must be waiting at the sidewalk, or at another safe waiting area in front of, or as close as possible to, the entrance of the pick-up location. Operators will wait for a rider at the curb of a public street, in front of, or as close as possible to, the rider's house, building or other designated pick-up location (Alley pick-ups and drop-offs are not allowed). The operator cannot enter the building or come to the door to assist riders. If a rider will need assistance exiting the pick-up location, a companion or personal care attendant must be available to assist.
- Drop-offs, the operator will drop the rider off at the sidewalk, or another safe waiting area next to the curb or a public street in front of, or as close as possible to, the designated drop-off location. If a rider cannot be left unattended (as a result of his or her disability or impairment), a companion or personal care attendant is required to receive the passenger upon the vehicle's arrival.
- Apartments/ Office Complexes. When scheduling your trip, please provide Paratransit schedulers with a specific building name and number within the complex. The operator will pick up the rider at that specific building. If a rider's building is located within a gated community and requires special entry, notify the security office to arrange entry for the Paratransit vehicle before pick-up time. If the rider does not arrange entry, and the vehicle is unable to enter the pick-up area, the rider will be considered a No-Show. (See WHAT IS A NO-SHOW OR SAME-DAY CANCELLATION?)
- Nursing Homes. Riders with pick-ups at nursing homes should meet the operator in front of the main lobby. Operators are not permitted to go to rooms to pick up riders. Operators cannot assist riders in and out of a nursing home. Nursing home staff should be ready to assist the individual out, if necessary. Riders will unload in front of the main lobby of the nursing home.
- Adult Program/Day Care Centers. Riders attending adult programs or day care centers should be ready when Paratransit vehicles arrive. Operators cannot assist riders in or out of adult program/day care centers. If the adult/day care center requires special entry, center staff should arrange entry for the Paratransit vehicle before pick-up time. If the rider does not arrange entry, and the vehicle is unable to enter the pick-up area, the rider will be considered a No-Show.
- Paratransit Services has designated standard pick-up and drop-off sites at major centers and destinations such as large medical centers and shopping malls. If a rider schedules a trip to one of these destinations, the scheduler will inform the rider of the specific pick-up and drop-off location.
Mobility Devices?
- Paratransit Services will make every attempt to accommodate standard wheelchairs, scooters and other mobility devices. These devices are defined as not to exceed 48" in length, 30" in width and 600 lbs. in total weight. Mobility devices larger than these standards may be denied service aboard Paratransit vehicles. For our riders' safety, Paratransit Services cannot transport riders with broken mobility devices or devices without working brakes. Please be sure that wheelchairs or other mobility devices are clean, safe and in good working condition before traveling aboard Paratransit Services.
- Securement on Boarding. Paratransit Services will make all attempts to secure standard wheelchairs and scooters. If a wheelchair or scooter exceeds the normal size, the operator may ask the rider to transfer to a seat, as it may be difficult to safely secure the passenger within the mobility device. It is the rider's choice to transfer or remain in his or her mobility device
How many packages can I bring on the vehicle?
- Carry-on packages are limited to 2 grocery bags or similar-sized packages onboard Paratransit vehicles. Operators can help a rider carry two packages on and off the vehicle from the same sidewalk or waiting area where the rider boards and gets off the vehicle. The operator cannot carry any packages to the door. Packages should weigh no more than 20 pounds each.
Rules of Conduct
- Riders are asked to follow these rules of conduct to ensure the safety and comfort of all riders and the operator:
- No eating, drinking or smoking on board
- No riding under the influence of alcohol or illegal drugs
- No abusive, threatening or obscene language or actions
- No discharge of bodily fluids or open wounds
- No deliberate fare evasion
- No physical abuse of another rider, or the operator
- No operating or tampering with any equipment while onboard a Paratransit vehicle
- No radios, cassette tape players, compact disc players or other sound-generating equipment are to be played aboard the vehicles
- For safety reasons, please limit unnecessary conversation with operators when the vehicle is in motion
- Riders who violate the rules of conduct are subject to penalties, up to and including suspension of service.
Note: Riders who engage in physical abuse or cause physical injury to another rider or operator may be subject to immediate and permanent suspension, and possible criminal prosecution.
For information on the Americans with Disabilities Act (ADA) of 1990, guidelines for Paratransit Services, or to file an ADA complaint, please contact:
Metro Paratransit Department Attn:
ADA Compliance Officer
1501 West Highway 83, Suite 110
McAllen, Texas 78501
We hope this guide answers some of your questions. If you need further information, please do not hesitate to contact us. We are here to provide safe, reliable, dependable and efficient public transportation to persons with disabilities