How do I request a reasonable modification to policy?
The Metro Customer Code of Conduct (English) (Spanish) provides that Metro may allow the reasonable modification of our policies to address the special needs of persons with disabilities in order to allow them to full utilization of Metro services. Whenever possible a request for a reasonable modification shall be filed in advance to the Manager of Accessibility by email at email@example.com, by telephone at 213.922.6919, or by mail at One Gateway Plaza, MS 99-19-2, Los Angeles, CA, 90012.
Requests for reasonable modifications will not be approved if the request would: fundamentally alter the nature of the service, program, or activity; create a direct threat to the health or safety of others; result in an undue financial and administrative burden; or the individual would still be able to fully use the services provided by Metro without the modification. Individuals with disabilities may file complaints regarding reasonable modification with Metro Customer Relations by telephone at 1.800.464.2111 or via email at firstname.lastname@example.org.
For questions on this policy, please see the Reasonable Modification Frequently Asked Questions . To make a request, please use the Reasonable Modification Request form.
What is considered a wheelchair or mobility device?
Wheelchairs and other mobility devices or aids are designed specifically for assisting individuals with disabilities in their personal mobility. A wheelchair is the most common mobility device used by individuals with disabilities. The ADA defines a wheelchair as “a mobility aid belonging to any class of three- or more-wheeled devices, usable indoors, designed or modified for and used by individuals with mobility impairments, whether operated manually or powered.”
Any wheelchair which can safely fit on the bus ramp, enter the bus, and be positioned in the wheelchair securement area without blocking the aisles or doorway, regardless of size or weight, will be transported.
By definition, scooters are also considered wheelchairs. Metro encourages individuals using scooters to transfer to a seat; as scooters have a high center of gravity and can be prone to tipping under normal operating conditions.
Metro buses and trains accommodate a variety of mobility devices, including the following:
- Manual wheelchairs
- Manual sport wheelchairs
- 4-Wheel power wheelchairs
- 6-Wheel power wheelchairs
- 3-Wheel power scooters
- 4-Wheel power scooters
- Pediatric wheelchairs
- Pediatric wheelchair strollers
Most wheelchair types can be secured on Metro buses using the wheelchair securement devices. For the safety of both the customer using the wheelchair and other customers, Metro Bus Operators are trained to secure wheelchairs. Securement is not necessary or available on rail cars.
Metro buses and trains also accommodate a variety of other mobility aids, including the following:
- Walkers (folding and non-folding)
- Rolling walkers (“Rollators”)
- Leg braces
Please remember that individuals using walkers may not sit in their walker-equipped seat while on Metro buses or rail cars. Bus Operators will provide assistance in finding a seat if asked.
What is not a wheelchair, mobility device or aid?
The best example of devices that are not considered a wheelchair or mobility device, and may be preventing from boarding Metro vehicles, are shopping carts, non-folding strollers and wheeled-baskets, bicycles, and other devices not specifically designed to assist an individual with a disability with their mobility.
Carts, strollers, luggage and any other large item brought on board a Metro bus or train must not block the aisle or doorways, or deprive another customer of a seat or a wheelchair customer from use of the securement area. Folding carts must be folded and kept under control by the customer while on board the bus or train.
Metro recognizes that walkers and rolling walkers, canes, crutches and similar items are designed for, and used as, mobility aids. Based on the definition of mobility equipment, carts are not intended to be used as mobility aids or devices. While some people do use commercial carts for this purpose, Metro does not support carts for such use on buses or trains.
Metro is aware of the special construction and sturdiness of mobility devices and aids, including weight tolerances, pushing and gripping facility, resistance to slipping and rolling, walking clearances, and many other safety and support features that go into their design and manufacture. Often, the devices are prescribed by medical professionals. These considerations make them safe and reliable for those who rely on them as mobility aids.
Where do I place my walker or other mobility aid while riding a bus or train?
Mobility aids (i.e. walkers, etc. ) which can be folded must be folded and kept secure with the customer without blocking the aisle or doorways, or depriving another customer of a seat. On Metro’s newer buses, mobility aids can be accommodated in a special area with a single, side facing, flip-up seat, near the front of the bus. Walkers which cannot be folded may be secured in any available wheelchair securement area on buses, and the customer may sit nearby, as seating allows. Customers who cannot find a seat may ask the Operator for assistance.
Am I eligible for Access Services?
To find you if you are eligible for Access Services, schedule your evaluation appointment online.
Are service animals allowed on buses and trains?
Service animals provide important assistance to individuals with disabilities. Your service animal is welcome on board Metro buses and trains.
What is Metro’s policy regarding animals and pets on buses and trains?
Pets and emotional support, therapy, comfort, and companion animals are welcome aboard Metro when they:
- Are secured in enclosed carriers and do not block the aisle or a doorway
- Do not deprive a customer of a seat
- Do not interfere with the comfort or convenience of other customers
Please be aware that a bus operator or other Metro representatives may ask if the animal is a service animal required because of disability and what task the animal has been trained to perform.
Note: These service animal guidelines apply on Metro services and at Metro facilities. Different rules may apply in other public places.
Are travel training services available?
Access Services provides travel training opportunity 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 email@example.com .
What is considered a service animal?
- Service animals can be guide dogs for the blind or visually impaired, signal dogs for individuals with hearing loss, or other types of animals that can be individually trained to work or perform tasks for an individual with a disability
- Service animals perform some of the functions and tasks that the individual with a disability cannot perform in their day-to-day activities
- An animal that has been specially trained as a psychiatric support animal is a service animal
- All service animals are trained to be calm and remain unobtrusive, even in chaotic public settings
- A service animal must always be under the control of the owner or handler
- An individual may have more than one service animal
- Service animals require no special tag, identification, certification, papers, harness, vest, cape, or pass
What are examples of work and tasks that service animals perform?
- Guiding individuals with visual impairments
- Alerting individuals with hearing loss or deaf to intruders or sounds
- Providing minimal protection or rescue work
- Pulling a wheelchair
- Fetching dropped items
- Alerting individuals with seizure disorders to an oncoming seizure, or responding to a seizure
- Reminding individuals with depression or other psychiatric conditions to take their medication
What is not a service animal?
- Pets are not service animals
- Emotional support, therapy, comfort, and companion animals are not service animals, as they have not been trained to perform a specific job or task