CapMetro Pickup Rider Guide
CapMetro's Code of Conduct applies to all of our services, as well as our stops and transit hubs. Before you ride, please read over these rules and expectations to ensure a safe and comfortable ride for yourself and others. You can also review the CapMetro Code of Conduct.
Boarding the vehicle
- No standing while vehicle is in motion.
- Lap seat belts must be worn, if provided.
- Hospital beds, stretchers, Hoyer lifts, large shopping carts and other devices posing a safety risk are not allowed on board our vehicles.
Service disruptions, policy violations, fraudulent or dangerous behavior while using the Pickup service may result in suspension of service. When a violation occurs, CapMetro shall make every effort to work toward a resolution by identifying the problem and, if appropriate, working with the customer to find an alternative to suspension.
Service suspensions resulting from ongoing service disruptions, behavioral issues, fraudulent activities or other policy violations may be enacted by our Customer Care or administrative teams. Suspension timeframes are determined on a case-by-case basis dependent upon history and seriousness of event. Before suspension or termination of service may take place, CapMetro will attempt to notify the customer of our intention to suspend service. This notification shall inform the customer of the reasons for the proposed suspension and shall state that the customer has a right to appeal.
The general progressive suspension policy is as follows:
- First suspension occurrence will result in a 4-service day suspension penalty.
- Second suspension occurrence will result in a 7-service day suspension penalty.
- Third suspension occurrence will result in a 14-service day suspension penalty.
- Fourth suspension occurrence will result in a 1-service month suspension penalty.
Customers who frequently fail to properly cancel a trip or do not show up in time for their scheduled ride will be subject to a progressive penalty that may lead to the suspension of service.
The following actions are considered no-show occurrences for the purpose of this policy:
- When a vehicle arrives for a customer and the customer does not board the vehicle within two minutes. This two minutes will not begin earlier than the scheduled pickup time.
- When a customer refuses a scheduled trip at the pickup location.
Once a customer reaches four no-shows in one calendar month, the Pickup suspension policy will take effect. No customer shall be suspended under this policy for having three or fewer no-show occurrences in one month. The timeframe for the progressive suspension policy is one calendar year beginning January 1.
The progressive suspension policy is as follows:
- First suspension occurrence will result in a 4-day suspension penalty.
- Second suspension occurrence will result in a 7-day suspension penalty.
- Third suspension occurrence will result in a 14-day suspension penalty.
- Fourth suspension occurrence will result in a 1-month suspension penalty.
- Fifth through twelfth suspension occurrences will be reviewed by the No-Show Appeals Committee. The Appeals Committee will determine an appropriate action for each account up to and including long-term suspension from service.
Customers must request a suspension appeal hearing within five calendar days after receipt of the suspension letter.
The passenger may request a suspension appeal hearing by:
Mail: Pickup No-Show Appeals
2910 E. 5th St.
Austin, TX 78702