Metro Transit is committed to providing accessible public transportation for everyone.

Click here to listen to an audio version of this webpage

Call‑A‑Ride operator helps rider to board a Call‑A‑Ride van. The doors are open and the ramp is lowered.

Metro Call‑A‑Ride Update: Working Together to Reduce Delays

Metro Transit has worked alongside the paratransit community over the past two years to enhance the Call‑A‑Ride experience, and we’ve had great success together. But as our quality of service has increased, so has demand. We’ve seen a 67% increase in trips since 2023. As you may have noticed, this surge has resulted in some delays and other service disruptions. Here’s how we’re taking action to reduce delays and how you can help make a better Call‑A‑Ride experience for everyone who rides.

More Operators and Overflow Service

We are prioritizing two actions to meet the increased demand: hiring more operators and utilizing overflow services. In addition to full-time roles, Call‑A‑Ride recently introduced part-time operator positions to meet needs at peak times. We have also introduced a Mentor Program to train new operators better and increase retention. 

Still, during periods of high demand, we do not have enough operators or vans to accommodate all trips. That is why Call‑A‑Ride has begun to utilize overflow services to help, including Via Metro STL and Lyft. You may see a different vehicle than a Call‑A‑Ride van for your trip if an overflow service provides it.  

Via Metro STL drivers meet the same background check and testing requirements as Call‑A‑Ride Operators, as well as training on serving passengers with disabilities. If your trip is assigned through Via, you will receive a text with information about your driver, vehicle, and ETA. The vehicle will display a Via Metro STL logo.  

If you do not need a wheelchair-accessible vehicle, you may be asked if Lyft can provide your ride. You will only receive a Lyft ride if you agree to it. If your trip is assigned to Lyft, you will receive a text with information about your driver, vehicle, and ETA. 

How You Can Help

Call‑A‑Ride is a shared benefit, meaning one person’s delay or late cancellation affects the experience of others. We need your help to continue providing the best service possible. Here are simple actions you should consider to help improve service:

Be ready for your ride
When you receive your courtesy call or MetroGo notification that your van is arriving soon, head outside and be ready to board when your van pulls up — the 5 minutes from your door to the street matter and will cause your van to be late for the next person. 

Avoid late cancellations and no shows
When someone cancels a trip late (less than two hours before pickup) or fails to show up for their ride, it wastes valuable time, funding, van availability and driver availability — resources that could be used for other customers. 

Sign up for notifications with the MetroGo app
Instead of relying on courtesy calls, set up the app to notify you when your van is almost arriving. This frees up our dispatchers for the important work of scheduling and planning. 

Book your trip when demand is low, if possible
Schedule your ride in non-peak times whenever possible, between 10 a.m. and 1 p.m. or after 5 p.m. This is when demand is the lowest, reducing your chance of experiencing a delay and saving resources for others who need service at our busiest times. 

Consider other transit options
Use MetroLink and MetroBus for FREE with our On The Way With ADA Program. We also offer free travel training if you would like guidance on using Metro’s other services. Each trip you take by bus or train instead of Call‑A‑Ride saves resources for your fellow riders. Learn more about Travel Training at 314.982.1510 or TTServices@MetroStLouis.org. 

By taking these actions, you will help improve Call‑A‑Ride for yourself and your fellow riders.

If you have any questions or comments, or would like assistance, please contact our Customer Service team at 314.982.1505, Option 5.