Enhancing Rider Support: METRO Extends Customer Service Hours

Whether you need a complimentary route schedule or assistance with your Q® Fare Card, METRO Customer Service representatives are now more accessible than ever! To better serve you, select RideStores and the Customer Service Call Center have extended their hours, opening earlier and closing later.

The updated hours are part of our continuous commitment to meeting the increasing needs of our patrons and making METRO services more accessible to everyone. According to METRO's VP of Customer Service, Russ Frank, the call center received over 33,000 calls and nearly 7,300 text conversations from patrons in July alone.

“We are working on ways to improve the customer experience, looking at everything we do at METRO to make sure we become more customer centric,” said Frank.

The FY2024 budget allowed METRO to hire more personnel in the call center. In August, all positions were filled and staffed fully trained to support the new operating hours. You can call or text the METRO Call Center at 713-635-4000 Monday through Friday from 6 a.m. to 6 p.m. Weekend and holiday hours remain from 8 a.m. to 5 p.m.

At our RideStore locations you can do a variety of things like obtain and load a new fare card, apply for a discounted fare card, apply for METROLift, and more. Hours for each RideStore depend on the location.

Other customer service improvements include the installation of new credit card readers at the Fannin South Transit Center, to make cashless special event parking more convenient for customers. A second entrance to the facility has been constructed to improve access to the parking lot. Additionally, METRO's Travis Ride Store, located at Main Street Square, can now process cash transactions.