Metro Access customers now have a new way to book and manage rides at any hour of the day. As of Wednesday, March 18, callers to Metro Access are first connected to a new 24/7 digital assistant designed to handle common requests without the need to wait for a live agent. The system can help customers book trips, cancel rides, and check trip status immediately, while still offering the option to transfer to a live representative when additional assistance is needed.
Metro said the new tool is intended to give customers faster answers and more flexibility, especially outside traditional reservation hours. Customers will continue calling Metro Access the same way they always have, but the digital assistant will now guide them through routine trip-related requests.
The digital assistant is available around the clock, seven days a week. According to Metro, customers can use it to book trips outside normal reservation hours as long as the pickup time is either beyond the day after tomorrow or at least 32 hours away.
“We’re implementing this tool in response to feedback from our customers who want faster answers and more flexibility when managing their trips,” said Metro Chief Operating Officer Leroy Jones. “The Metro Access digital assistant eliminates wait times for many common requests and makes it easier for customers to plan their travel.” Metro said the assistant can also send trip details by text message.
Customers using the digital assistant to book a trip should be ready to provide their customer ID and date of birth, along with pickup and drop-off information, whether they are booking by pickup or appointment time, the number of travelers, any mobility aid needs, and any instructions for the driver.
For cancellations or trip status requests, customers should have their customer ID and date of birth available. Metro also reminded customers that Metro Access trips can be managed through the MyTransit Manager mobile app, which allows riders to track trips in real time, see vehicle locations on a map, receive arrival notifications, rate their ride experience, and share trip status with family members or caregivers.
