Ride with Metro Connect
Metro Connect provides shared ride origin-to-destination service. For most riders this service will be curb-to-curb.
Passengers should be at the curb within sight of the vehicle while awaiting pick-up. If the passenger is not present upon arrival, drivers will attempt to locate the passenger at the pick-up location. If the passenger cannot be located, the driver will wait five minutes past the scheduled pick-up time. If the passenger is not present by that time, the driver will leave and the passenger will be charged with a no show.
Metro Connect riders who are certified as door-to-door eligible and need additional assistance due to their disability can request door-to-door service.
Drivers will assist door-to-door certified passengers from the first entry door of the passenger's pick-up address into the vehicle and from the vehicle to the first entry door of the passenger's destination address when requested. This assistance can include support when walking or pushing a wheelchair.
If passengers require additional assistance they can be certified to travel with a personal care attendant (PCA) at no additional charge.
Passengers who require door-to-door service should request this service when scheduling their ride. If assistance is required on a regular basis, passengers should notify the scheduler.
To receive origin-to-destination service, the following conditions must be met:
- The passenger must be certified with Metro Connect as door-to-door eligible
- The driver must be able to maintain sight of the vehicle at all times
- There must be a safe and accessible path of travel from the vehicle to the entry door
- There must be a safe place to park on a public roadway, public parking lot or residential driveway
- The parked vehicle must not block or impede traffic
If any of the above conditions are not met, the location is considered non-serviceable for door-to-door service and the driver will render curb-to-curb service. There may be additional locations or situations where the driver cannot leave the vehicle and will render curb-to-curb service. Drivers will always assist passengers on and off the vehicle.
You may use Metro Connect for any trip purpose.
Metro Connect operates three kinds of vehicles: 25-passenger El Dorado buses, 11-passenger Ford Cutaway buses, and 5 to 10 -passenger Ford Econoline vans. All vehicles are marked with the Metro Connect logo. You may be picked up in any of these vehicles so please watch for all three types.
All vehicles are lift-equipped. If you need assistance boarding the vehicle, the driver will assist you. All drivers are trained to operate the lift and mobility securement device.
Metro Connect will transport all mobility devices and occupants that the vehicle lift can physically and safely accommodate. Legitimate safety requirements include such circumstance as a mobility device of such size that would block an aisle, be too large to fit on the lift or fully enter the vehicle or would interfere with the safe evacuation of passengers in an emergency.
Note: If you are ambulatory and need assistance boarding the vehicle, you may request the driver to deploy the lift for boarding.
The fare for a one-way trip varies according to an individual's eligibility. The fares are:
$12.00--Cash Fare: The fare paid by an individual who is not registered as a senior or a passenger with a disability.
$14.00--Cash Subscription Fare: The fare paid by an individual who is not registered as a senior or a passenger with a disability for a Subscription. Cash subscription fares must be pre-paid and are non-refundable.
$4.00--Reduced Fare Demand/Response Trip: The fare paid by a certified senior or individual with a disability for a demand/response trip.
$6.00--Demand/Response Subscription Trip: The fare paid by a certified senior or individual with a disability for a routine ride for a medical, employment or education trip. Demand/Response Subscription trips must be paid for in advance of the service dates. Fares for Subscription trips are non-refundable when service is cancelled.
$3.00--Metro Connect Access Fare: The fare paid by an individual certified as ADA eligible within the Metro Connect Access service area. Access subscription service fare is also $3.00.
$10.00--Child Fares: The fare paid by a child over 48 inches tall not certified with a disability. Child subscription trips are $12.00. Children under 48 inches tall ride for free when accompanied by an adult.
Personal Care Attendants: Individuals requiring extra assistance may be certified to travel with a personal care attendant (PCA). It is the passenger's responsibility to arrange for their own PCA. Passengers should let the scheduler know they will be traveling with a PCA when they schedule their ride. Individuals may not be PCAs if they have any physical challenges preventing them from assisting the passenger. Personal Care Attendants must travel to and from the same schedule locations with the passenger.
Payment: One-way fare is expected at the time of boarding. Exact change is required; drivers do not carry change. Transportation will not be provided without payment. Payment can be made with cash, check or coupon.
Coupons: Metro Connect and Access coupons may be purchased in advance for your convenience. Purchase coupons by using Metro Passes Order Form. Download Here
Mail Pass Order Form to Kalamazoo Transportation Center (KTC) 459 N. Burdick St., Kalamazoo, MI 49007; by telephone with a credit card at 337-8201;or in person at the Kalamazoo Transportation Center between 8:00 a.m. and 6:00 p.m.
Drivers are not allowed to
- Drive vehicles in unsafe driveways or roadways
- Enter a passenger's private residence
- Go beyond the entry door of a building to assist or locate a passenger
- Wait for an attendant to receive a passenger at their destination
- Carry packages or grocery bags
- Handle a service animal
- Operate a passenger's power mobility device
No shows & late cancellations
Metro Connect schedules pick-ups within a 30 minute pick-up window to allow for traffic and other possible delays. Your vehicle will arrive no earlier than 15 minutes before the scheduled pick-up time and no later than 15 minutes after the scheduled pick-up time.
For example, if you request a pick-up time of 8:00 a.m., your ride will arrive between 7:45 a.m. and 8:15 a.m.
The driver will wait for you for five minutes after the scheduled pick-up time and if you do not board the vehicle you will be recorded as a no show. You are not required to board the vehicle before your scheduled pick-up time, but please be ready to board 15 minutes prior if the vehicle does arrive early.
Note: The vehicle is not considered late until 15 minutes past your scheduled pick-up time. Please do not call the scheduling office prior to this time.
You will be notified by Metro Connect by telephone if the vehicle dispatched for your trip will arrive more than 15 minutes later than the scheduled pick-up time when your pick-up is from a residence with a current phone number.
You are considered a no show if you are not at the scheduled pick-up location within five minutes after the reservation time. You are also considered a no show if you change your mind and "wave" away a driver who has arrived at the scheduled pick-up time and location.
You are allowed a total of three no shows or late cancellations within a period of 60 consecutive days. The fourth no show" or late cancellation within a 60 day period results in suspension of service for 14 days. Written notification will be made on the third no show and/or late cancellation occurrence. A second notification will be given following the fourth no show and/or late cancellation occurrence. You will have 14 days to respond before service is suspended for 14 days. Instructions for how to appeal a suspension will be included with this final notification.
Please be considerate of your fellow Metro Connect passengers. Every trip that is not cancelled takes away a potential trip from another passenger. When you make a reservation, keep a record of the scheduled trip in a location that is convenient for you.
Note: No shows may be appealed by calling (269) 337-8477.
Subscription Service is available for certified Metro Connect passengers on the basis of availability for regularly occurring trips. Trips must occur at least two times per week to/from the same locations and at the same times to be considered for Subscription Service. Subscription Service must be used for a minimum period of three months. Passengers may schedule up to four Subscription trips as long as the times, locations and days are consistent. Subscription Service is limited to trips to work, work training, volunteer work, education, and specialized medical care. To request an application for Subscription Service, please call (269) 337-8477 or print the Subscription Service Application.
Grocery bag assistance
Metro Connect offers a grocery bag assistance service to all passengers. Drivers will assist passengers with loading their grocery bags on the vehicle and bringing them to the first door at the passenger's destination. Drivers cannot enter stores or bring grocery bags into the residence.
- Tuesday and Thursday--6:30 to 9:00 p.m.
- Saturday--7:00 to 10:00 a.m. and 1:00 to 9:00 p.m.
- Sunday -- 11:00 a.m. to 2:00 p.m.
Scheduling a grocery trip
Let the scheduler know that you are requesting a grocery shopping trip at the time you are booking the trip and that you will need assistance from the driver to load and unload your items. All grocery shopping trips are based on availability. To schedule a grocery shopping trip, please call (269) 350-2970.
Drivers are not responsible for any damaged or spoiled items. Drivers are not allowed to accept tips.
Price for service
- Double the passenger's regular fare to transport groceries
- Double fare applies to the grocery trip only
Types of items
- Standard plastic, paper or reusable grocery bags only
- No oversized items that cannot fit in the standard grocery bags
- No items weighing more than 20 pounds
- No large bags
- No shopping carts
Number of bags
- The driver will assist with a maximum of ten (10) bags
- Passengers may bring additional bags that they or their attendant can manage
Restraint of personal mobility devices
All personal mobility devices that are transported by Metro must be properly secured before the vehicle can travel. If you are in a mobility device, the driver will offer you a lap belt, but you are not required to use it.
Child car seats
All children traveling on Metro Connect under the age of 4 years must use an approved child car seat in accordance with Michigan State Law. Children under the age of eight and shorter than 4 feet 9 inches tall must be securely fastened in a child booster seat.
It is the passenger's responsibility to provide and secure the child and the car seat. Car seats must be removed from the vehicle upon arrival at the destination. Passengers unable to install the seat themselves will be certified to travel with a Personal Care Attendant when children under the age of 4 are transported.
Children under the age of 6 years must be accompanied by an adult and travel to and from the same locations. Children under the age of 16 years must ride in the rear seat of the vehicle.
Packages or Bags
You may only bring packages or bags on board that you or your PCA or companion can handle in one trip. Drivers are not allowed to assist with packages or bags. If a vehicle arrives to pick you up and you have too many packages or bags you may be refused to transport.
Service animals are always welcome on Metro County Connect. The animal must be under the control of the rider throughout the trip, while boarding and exiting. Please let the scheduler know you will be traveling with a service animal when you book the trip.
Non-service animals will not be allowed to board without prior notification. All non-service animals must be contained within a pet carrier.
Passengers Traveling with a Respirator or Portable Oxygen Supply
Metro County Connect passengers can travel with oxygen cylinders as long as they are in proper working order and maintained in accordance with the manufacturer's instructions. Cylinders must be secured to prevent movement and kept out of the aisle of the vehicle. Each cylinder shoud be equipped with a valve protection cap.
Portage oxygen concentrators are allowed and do not have to be secured in the same manner as an oxygen cylinder.
Metro provides reasonable modifications to individuals with disabilities by making changes to policies, practices and procedures if needed by the an individual with a disability to access Metro's services including fixed-route service, ADA paratransit service and demand/response service, as long as the requests do not fundamentally alter the nature of the service, result in under financial or administrative burdens or compromise safety.
When possible, please make requests for modifications in advance, particularly if it is a permanent need. You can request modifications for fixed-route service by calling 337-8694 and for Metro Connect ADA and Demand/Response service by calling 337-8477. In service requests for modifications will be assessed at the time and granted if determined feasible.
Training to ride Metro Transit fixed-route service and Metro Connect is available through the Disability Network of Southwest Michigan, 517 E. Crosstown Pkwy., Kalamazoo, MI 49001. The Travel Training Program is available at no cost to individuals and groups. Trainers will teach you about specific bus routes, transfers, fares, how to schedule rides and how to use the service. Training arrangements can be made by calling the Disability Network at (269) 345-1516.
If you are at an appointment that is going to last longer than your scheduled pick-up time, contact Metro Connect scheduling as soon as possible and let them know that you will not be ready at your scheduled time. You will be put on the will-call list. When your appointment is done, call scheduling and let them know you are ready to be picked up. The same can be done if an appointment ends early. The next available vehicle will be dispatched as soon as possible. Missed rides that become will-calls will not be recorded as a No Show.
It is Metro Connect's goal to provide safe, comfortable service for all passengers. To assure a pleasant commute for all, please observe the following rules:
- Seatbelts must be used in accordance with State of Michigan Law.
- No eating or drinking is allowed on the vehicles unless required due to a medical condition.
- Smoking is prohibited on all vehicles.
- You cannot ride with open containers of alcohol or bring illegal drugs.
- You cannot ride while intoxicated.
- Proper attire, including shirts and shoes or appropriate foot coverings, is required on the vehicle.
- You cannot ride with any open wounds, sores or discharge of bodily fluids that create a biohazard for other passengers and drivers.
- You are requested not to wear scented personal care products on the vehicle for passengers with chemical sensitivities.
- You must remain seated while the vehicle is in motion.
- Ensure that mobility devices are in good working order.
- Be courteous to drivers and scheduling staff.
- Do not use vulgar, foul, abusive, threatening or obscene language or actions.
- Do not harass other passengers or Metro Connect staff, including racial, sexual, gender or age-related harassment.
NOTE: Metro Connect service may be suspended due to inappropriate, aggressive or abusive behavior toward drivers, scheduling staff or other passengers. Metro reserves the right to require that a personal care attendant travel with the passenger as a condition to ride instead of a service suspension due to behavior violations. All suspensions can be appealed in writing to: Metro Connect Coordinator, 530 N. Rose St., Kalamazoo, MI 49007.