HOUSTON – MetroLift riders shared feedback Friday about the new “Metro On-Demand” app during a meeting at the Metro Multi-Service Center on West Gray.
The meeting was part of Metro’s ongoing efforts to improve the app and ensure it meets the needs of riders.
Paul Williams, who relies on MetroLift for medical appointments, said he struggled to navigate the app without hands-on guidance.
“I had to come up here so someone could show me how to use it. I didn’t have any training on it, and for people who aren’t tech savvy, it needs to be a lot easier,” Williams said.
Williams also said drivers sometimes arrive earlier than the scheduled window, and long phone wait times can make it difficult to resolve issues.
“If they show up early and I try calling in, I can’t get through. The wait time was like eighty minutes,” he said.
Metro officials said they are listening and have taken steps to address concerns. Michael Andrade, vice president of Specialized Transit Services, said the agency has expanded staff and continues to provide guidance to help riders navigate the app.
“Customers are being picked up and served, but the wait times are higher because people have a lot of questions about the new app,” Andrade said. “We’ve doubled the number of staff because we knew the calls would increase with the new system.”
Officials emphasized that the app is ADA-compliant and that Metro is continuing to update it to better serve older riders and those with disabilities. Additional training and outreach sessions are planned to help riders become more comfortable with the system.
Metro said it will continue holding meetings and collecting feedback as the app evolves, with the goal of making MetroLift services more user-friendly for everyone.