How to Ride Metro Micro
Here’s a guide to booking your trip and riding with confidence.
How to Ride
Create Your Account
Customers must have an account to ride Metro Micro. Accounts must have a preferred name and a phone number, preferably capable of receiving ride status text messages. We also advise adding an email address for important service updates.
Schedule a Ride
Schedule a ride on demand (“Next available”) or seven days in advance, choosing “Leave at” to depart at your designated time or “Arrive by” to arrive to your destination by the time you need to be there.
Meet Your Ride
- Be at the pickup location before the pickup window; vehicles wait only one minute when arriving after the start of the pickup window.
- Live ETA and tracking is available in the app within 20 minutes of pickup. Vehicles may arrive earlier than the last seen ETA.
- Messages about your ride will include the vehicle license plate number and driver’s name.
Get Ride Updates
Set your communication preference to text message or in-app message. Save 213.877.8707 in your phone to ensure you receive ride updates and calls from Metro Micro drivers. Text “start” to 213.877.8707 to begin receiving text message ride updates.
Help with a Ride
Call Metro Customer Information and choose option 5 for booking a ride and other assistance:
Phone
323.GO.METRO
(323.466.3876)
Se habla español
Hours
Monday–Friday 5am–9pm
Saturday–Sunday 6am–6pm
Modify a Ride
- Change payment method or number of passengers up until your ride arrives.
- To change pick-up or drop-off locations or times, the ride must be cancelled and a new one rebooked.
Cancel a Ride
Cancel a ride up to 45 minutes before the start of the pickup window without penalty. There are three ways to cancel a ride:
- Use the Metro Micro app
- Text “3” to 213.877.8707
- Call Metro Customer Information
(323.GO.METRO, option 5)
Accessibility
When booking a ride, select Wheelchair if you have a mobility device requiring securement, or select Ramp if you do NOT have a tie-down-required mobility device but need assistance stepping into the van.
Personal Care Attendants
A personal care attendant (PCA) may ride for free with a fare-paying rider who:
- Has an Access Services ‘PCA-eligible’ card
- Has ‘personal care attendant’ selected as a passenger on the trip with the fare-paying customer
Start Riding with the App
Download the LA Metro Micro app to book and manage your rides.
Riding Tips
Seatbelts and Child Car Seats
All passengers must wear seatbelts in accordance with California law.
Children under age 8 must be in a proper child safety restraint (car seat, booster, etc.) provided and installed by the customer, as required by California law.
Learn more about riding Metro Micro with kids.
Bulky Items and Folding Bikes
For items larger than your immediate seat area, riders should book and pay for an extra seat.
Bikes
- Bikes are not permitted at this time.
- Folding bikes stowed at a rider’s feet may be allowed; riders should book an extra seat for bulky folding bikes.
Service Animals and Pets
- Service animals are permitted as required by law.
- Pets must be secured in an enclosed, leak-proof carrier.
Helpful Resources
Share Feedback with Us
- Give a thumbs-up or thumbs-down and leave feedback in the app after each ride.
- Submit feedback online: Customer Comment Form
- Call Metro Customer Service at 323.GO.METRO (323.466.3876) and choose option 2.
- Add a valid email address to your account for ride feedback replies from Metro.
Lost & Found
- Full name and phone number on the Metro Micro account
- Date and time item was lost
- A detailed description of the lost item
If your item is found, you will receive an email to the address listed on your Metro Micro account. If an email is not listed, please provide a call-back phone number. The online form and phone number are available from Metro Micro accounts.
Policies
Customers who incur a policy violation will be notified by email, text message and/or in-app message with instructions for contesting a violation.
Late Cancellations
- Rides cancelled less than 45 minutes before the start of the pickup window are considered late cancellations.
- Customer accounts with three late cancellations within 30 days may be suspended for seven days. Three suspensions within one year may be permanently suspended. Late cancellation instances do not reset after a suspension.
Missed Rides (No-Shows)
- Due to system configurations, it may not be possible to cancel a ride within 15 minutes of vehicle arrival as the vehicle may be on the way. The ride would result in a no-show instead.
- Customer accounts with three no-shows within 30 days will be suspended for seven days. Customer accounts with three suspensions within one year may be subject to permanent suspension. No-show instances do not reset after a suspension.
Multiple Accounts
Customers who maintain more than one account to subvert policies or suspensions may be subject to an extended account suspension, termination of all duplicate accounts, and may be permanently banned from riding Metro Micro.
Overbooking
Customers who book a ride for more customers than will be traveling on that trip may have their account temporarily or permanently suspended.
Failure to Pay Fare
Customer accounts with three no-fare rides within 30 days will be suspended for seven days. Customer accounts with three no-fare suspensions within one year may be subject to permanent suspension. No-fare instances do not reset after a suspension.
Customer Code of Conduct
Metro Micro riders are required to adhere to the Metro Customer Code of Conduct.
