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Metro's Commitment to Accessibility
Metro strives to ensure that its services (including over 200 bus and rail routes) are fully accessible to all of our customers, including those with disabilities.
Overview
The Accessibility team, within the Office of Civil Rights & Inclusion, works to ensure agency/systemwide compliance with federal Americans with Disabilities Act (ADA), Code of Federal Regulations (CFR) part 49 requirements, State of California Code of Regulation Title 24 CBC Accessibility regulations, municipal regulations and Metro policies regarding accessibility for customers with disabilities.
The Accessibility team is committed to going above and beyond by working to ensure that all vehicles, facilities, programs and services are not only compliant, but useable for Metro customers with disabilities. To learn more, view the Accessibility Team Overview (PDF).
Initiatives
Metro strives to go above and beyond the minimum requirements and adopts future proofed solutions. Major initiatives include:
- Updates to Metro Rail Facilities Design Criteria, Directive and Standard design drawings
- Metro BRT Facilities Design Criteria
- Reconfiguration of transit vehicle accessibility areas
- Proof of concept testing for new and innovative digital solutions
ADA tactile guidance pathways (designed to assist blind/visually impaired customers and other customers while navigating Metro stations)
- Hands-free access to Metro station crossings, elevators, and customer information/assistance.
Access Services
Metro is also the primary source for Access Services, the federally-required ADA paratransit provider for Los Angeles County. This service is offered to individuals whose disabilities prevent them from independently using regular bus or rail service. It is comparable to fixed-route service and offers curb-to-curb service during hours when local bus service is provided.
Safely Transporting All Riders (STAR) Program
The Metro STAR Program (Safely Transporting All Riders) specializes in providing securement knowledge, techniques, education and outreach to Metro customers who use wheelchairs or scooters while travelling as well as the operators who assist them. STAR provides free strapping and marking services for mobility devices, as well as information on how people with disabilities can safely ride Metro bus and rail service. The STAR team also provides training to operators regarding best practices surrounding securement.
For information or to set up an appointment for free strapping and marking service, please call 626.423.2493 or email Bryang@mmpcal.org.
Accessibility Advisory Committee (AAC)
Metro’s Accessibility Advisory Committee is comprised of Metro riders with disabilities and those who advocate for them in and around Los Angeles County. The committee provides feedback to Metro regarding accessibility issues and serves as a sounding board for new and innovative Metro programs.
The committee meets at 1pm on the second Thursday of February, March, May, June, August, September, November and December. Meetings are conducted in the Henry Huntington Conference Room on the 3rd floor of the Metro Headquarters building in downtown Los Angeles. Meetings are also held virtually. Monthly meeting information is available through the Metro Eventbrite calendar.
Captioning will be provided at every meeting. AAC agendas are available in alternative formats upon request. Please call 213.922.6919 to request accommodations.
ADA-Related Service Complaints
Metro welcomes comments and complaints from customers on their experiences using Metro buses and trains. Customer input helps us identify areas needing improvement, and commendations are always appreciated.
All customer complaints are carefully reviewed, and those submitted by customers who experience accessibility or ADA-related problems are additionally reviewed for adherence to Metro policies by ADA Compliance staff in the Civil Rights Programs Compliance Department.
(Note: Customers who wish to file a Civil Rights complaint are required to file a separate complaint using the Metro Civil Rights complaint form and submit to Customer Relations.)
To file a service complaint, customers may contact Metro using any of these methods:
- Call by telephone or TDD
- Send a fax (213.922.6988)
- Use an online form
- Send an email
- Send a letter by U.S. Mail
- Visit Metro in person
All submittal methods will result in the Customer Relations department receiving the complaint information and entering it into the customer comment database, which documents every complaint received and all related follow-up activities. Customers with an ADA-related complaint will receive a complaint confirmation/tracking reference number, usually within the same day but no later than five (5) business days from the day Metro receives the complaint. If the customer does not receive a response within the five (5) day timeframe, he or she can call the Civil Rights Program Compliance Department at 213.922.7375 to obtain the confirmation/tracking reference number.
Responsible Metro operating divisions or administrative departments investigate all complaints and implement any corrective actions to be taken. Complaints involving ADA or accessibility elements receive an additional review by Metro’s ADA Compliance staff after the division/department investigation has been completed. After the ADA Compliance oversight review has been completed, Customer Relations will provide a written reply to the customer, to the contact address provided, within ninety (90) days of receiving the complaint. All complaints are investigated within a few weeks, but some may require more extensive investigation, or require more time to identify corrective measures. In any case, a written reply will be provided to the customer within ninety (90) days.
Whether our customers are submitting complaints about service problems or sharing a great experience, we welcome the opportunity to be of service.
Accessibility Events
Resources
Elevator Alerts
View service alerts including elevator and escalator.
Videos
A set of videos has been created to provide customers with disabilities some examples of transit service and features that can be expected when traveling on Metro.
In addition to educating the riding public about accessibility features on Metro bus and Metro Rail, the videos are designed to encourage individuals with disabilities to view public transit as a safe and comfortable option to meet their travel needs. View our video library.
Travel Training Services
Access Services provides travel training opportunities to customers with disabilities in Los Angeles County who need assistance with learning how to take a trip on bus routes and rail lines operating within the county.
If you are interested in Travel Training, please contact an Access Services contractor by submitting and clicking on this application. If you would like more information, please call 1-888-667-7003 or email info@mobilitymp.org .
Forms and Links
Reasonable Modification Request Form
Americans with Disabilities Act
Accessibility Advisory Committee Bylaws
Reports
Wheelchair Accessibility Reports (download)
ADA Peer reviews (download)
