[ultimate-faqs include_category=’metro-plus’ ]

How do I get to ride Metro Plus?

To ride Metro Plus you must apply for the service. There is an online application process. Once the application is submitted you will be contacted to set up an appointment for an in person interview. This interview is for us to learn more about your needs and for you to learn more about the service and how to use the service. Click here to apply.

Once approved how do I schedule a trip?

  • Call (815) 937-4287 to make an appointment. Appointments can be made up to two weeks in advance.
  • Next day trips need to be made by 4:30 pm the day before.
  • Same day trips are based on availability
  • All trips are first come first serve. Trip times may be negotiated to fit in the schedule.

If you have an appointment, please give the dispatcher your appointment time. We will set up your trip with a drop-off window. We will schedule your trip to get you there in time for your appointment. You will receive a call or text the night before with the time you should be ready for pick up.

If you know what time you need to be picked up, dispatch will give you a 30 minute window in which you will need to be looking for the bus. The bus will only wait for 5 minutes for you to board when they arrive in your window.

This is a shared rides service, so it is likely that you will not go directly to your destination.

What if I need to change or cancel my trip?

If you have a change or cancellation, please call (815) 937-4287 as soon as possible to make the change or cancellation. Changes are subject to availability and must be made by 4:30 pm the day before the trip. Cancellations made less than 2 hours prior to the beginning of the trip window are considered late cancellations.

How do I know when to be ready for the bus?

If you have requested a pickup time, you need to be ready at the beginning of your 30 minute pick up window. (Example: 9:00 am request, ready by 9:00 am, bus could arrive any time between 9:00 am – 9:30 am).

If you have a drop-off window, you will receive a call or text the night before with a time to start looking for the bus.

On the day of your trip, you will receive a call or text when the bus is in route to your pick up location.

What if I need help?

The bus operator may assist you in the following ways:

  • Fastening your seat belt or securing your wheelchair or scooter
  • Boarding and disembarking from the bus. If steps are a problem, you may stand on the lift.
  • Upon request, the operator might be able to assist passenger from origin to destination. Operator cannot go inside buildings, and this must be set up when making the appointment, so we have allowed enough time in the schedule.

What can I bring with me?

  • Service animals
  • Small animals in carriers
  • Groceries that you can carry
  • Luggage – up to 2 pieces of luggage and 1 carry-on bag per person.
  • Personal oxygen tanks – Operator can secure but cannot operate the tank mechanism.

Other items may be carried on if:

  • You or someone traveling with you are able to carry the item to and from the bus.
  • Item must be small enough to fit on your lap, under your seat or elsewhere clear of the aisle, seats and securement area of the bus.
  • You or someone traveling with you can hold or stow the item so it does not present a hazard to other passengers or the bus operator during the trip.

What happens if I get too many no-shows or late cancellations?

Late cancels and no-shows effect the chances for other riders to get trips or arrive at their destination on time. Because of this, if you have too many no-shows or late cancels it could result in suspension of riding privileges. Click here for the complete Rider’s Guide.

Once I have been approved for Metro Plus do I have to reapply for the service?

A renewal is required every 2 years to remain active. A renewal letter will be mailed to you 30 days prior to the expiration date. You have 30 days to complete the form and return it to Metro.  If we do not receive this form in 30 days, you will be inactivated in the system. If you want to use the service after you have been inactivated, you may need to reapply for the service.

Can I travel with a Personal Care Assistant, friend or family member?

The answer to all of those questions are YES! All persons traveling with you must be picked up and dropped off at the same location you are picked up and dropped off.

If you need a Personal Care Attendant (PCA) to ride with you to assist you with daily life functions, they can ride with you free of charge. You need to register your PCA with River Valley Metro.

Passengers can bring along one fare-paying companion in addition to a PCA. Additional companion riders may be scheduled based on availability.

A rider may bring children with them on a trip. Children ages 6 – 18 must pay regular fare. Children under the age of 6 ride free, up to 3 children.

Do you have to wear a seat belt on the bus?

All passengers must wear a seat belt on Metro Plus.  Wheelchairs and scooters will be secured by the bus operator. No one is allowed to stand when the bus is in motion. Infants and children with disabilities (not in a wheelchair) must be secured in one of the following ways:

  • Buckled into a car seat provided by the adult
  • Buckled into the seat next to the accompanying adult, if not required to be in a car seat.

Can I use Metro Plus service if I am visiting your area?

If you plan to visit from outside the River Valley Metro service area and will need ADA Paratransit service during your stay, please click here.