Accessibility/ADA
The Southern California Regional Rail Authority (SCRRA), operator of Metrolink and Arrow passenger train service, is committed to complying with all aspects of the Americans with Disabilities Act (ADA), which prohibits discrimination against people with disabilities in several areas, including employment, transportation, public accommodations, communications and access to state and local government’ programs and services.
In line with the U.S. Department of Transportation, SCRRA enforces regulations governing transit and does not discriminate on the basis of disability.
Metrolink is Accessible to Persons with Disabilities
- Passengers requiring boarding assistance must wait at the top of the access ramp located at the end of the platform. Wheelchairs, scooters, and motorized mobility devices can only be accommodated on the lower level of the passenger car that stops in front of the platform access ramp. Mobility devices must not exceed 32” W x 58” L, or weigh more than 600 lbs., including occupant.
- A person with a disability can travel at a reduced rate (senior/disabled rate) if they have proof of disabled eligibility.
- Acceptable proof of eligibility includes:
- LA County Transit Operators Association ID Card
- Medicare ID
- DMV placard ID
- Reduced Fare ID Card from other public transit system
- A Personal Care Attendant (PCA), accompanying a person with a disability, can travel without purchasing a ticket. The PCA must board and detrain with the person with a disability.
Acceptable Proof of Eligibility Includes
Access ID Card Users
Access Rider ID cardholders, are permitted to free rides on Metrolink WITHIN LOS ANGELES COUNTY ONLY. That includes service on all Metrolink lines except for the Inland Empire Orange County (IEOC) Line, which does not cross into Los Angeles County. However, for trips that cross into a county other than Los Angeles, cardholders must purchase a ticket at a reduced rate (senior/disabled rate) for the portion of the trip that is outside Los Angeles County. For example, if traveling on the San Bernardino Line from Los Angeles Union Station to San Bernardino, an Access Rider ID card will allow free travel between Union Station and Claremont, but a ticket is required for the remaining portion of the trip into San Bernardino.
A Personal Care Attendant (PCA) can accompany you on Metrolink without purchasing a ticket. However, the PCA must board and detrain with you and must stay with you for the entirety of the trip.
This table indicates the segments of each line which Access Rider ID card holders can travel for free on Metrolink:
| Line | From | To |
|---|---|---|
| Antelope Valley Line | Los Angeles Union Station | Lancaster |
| San Bernardino Line | Los Angeles Union Station | Claremont |
| Orange County line | Los Angeles Union Station | Norwalk/Santa Fe Springs |
| Ventura County Line | Los Angeles Union Station | Chatsworth |
| 91/PV Line | Los Angeles Union Station | Norwalk/Santa Fe Springs |
| Riverside Line | Los Angeles Union Station |
Downtown Pomona |
For more information on planning trips for people with disabilities, please call (800) 371-5465 (LINK).
Riding Metrolink with a Service Animal
Metrolink is committed to providing safe, comfortable regional rail service to all passengers, including passengers with disabilities who travel with trained service animals or service animals-in-training.
Your trained service animal may ride with you on Metrolink free of charge. All passengers are required to have a valid ticket prior to boarding.
Please review and be aware of these rules and important responsibilities when you and your service animal or service animal-in-training use Metrolink trains and facilities:
Service Animal Behavior:
- Service animals must be leashed or harnessed and ride with their owner at all times.
- Service animals must be under the complete control of the passenger they serve at all times.
- Aggressive or dominant behavior will not be tolerated. This could include snarling, growling at other people or service animals, or jumping up. Such behaviors can represent a safety concern for other Metrolink customers and employees.
Exception: when seizure alert animal is trained to alert its owner by jumping up and pushing the owner down.
Owner Responsibilities:
- Remember, you, not Metrolink personnel or other passengers, are responsible for controlling and directing your service animal. Do not ask conductors or other riders to hold your animal’s leash.
- Service animals must not block the vehicle aisle, path of travel, or access doors to and between rail cars.
- Service animals must not occupy passenger seats on trains or at Metrolink facilities.
- Customers accompanied by service animals are expected to promptly clean up after their animals whenever necessary and without being requested. Animals must be clean and pest-free. Please respect the health and safety of other riders and animals.
- Service animals that appear abused or mistreated will be reported to the appropriate organizations for follow-up.
- Metrolink personnel are prohibited from taking service animals’ leashes or harnesses, assuming responsibility for an animal, or interfering with the duties of service animals in any way.
Boarding and Exiting Train Cars:
- Please inform your conductor as to your preferred procedure for boarding/exiting yourself, your service animal, and any mobility aid used.
- It is your responsibility to protect your animal’s paws, nose, ears, tail, leash, harness, protective gear, or equipment from getting caught in rail car machinery, including ramps, doors, securements, etc. Please be vigilant about this because we care about your service animals’ safety, too.
- If the combined total weight of the mobility device plus customer and service animal exceeds 600 pounds, Metrolink bridge plates will not be able to accommodate the two of you at once.
Service Animals-In-Training:
- Service animals-in-training are welcome on Metrolink trains and facilities when leashed or harnessed, and are subject to the above terms covering travel with any service animal. We recommend but do not require that service animals-in-training wear identifying gear. You may be asked to verify you are a trainer or affiliated with a training organization.
- Please notify Metrolink in advance of a group service animal training trip so we can best accommodate you. (800) 371-5465 (LINK)
- Practice Sessions: Often, service animals and their owners or trainers can benefit from training while using public transportation. By prior arrangement, Metrolink will try to make passenger cars available to service animal users and trainers for practice during off peak hours. In this way, animals can learn to board, exit and move through vehicles, and become accustomed to platform noise and station environments.
- We can also help with daily riding. Call (800) 371-5465 (LINK) or contact us at metrolinktrains.com.
IMPORTANT: Consistent with federal regulations, companion animals, pets, therapy, comfort, or emotional support animals are not classified as service animals for purposes of public transit, and cannot ride on Metrolink trains except when in appropriate animal carriers. For this reason, Metrolink personnel may ask these questions: Is this your pet? Is this an individually trained service animal? What service has this animal been individually trained to do or help you to do?
Law Enforcement/Emergency Responders: In uniform and with identification, law enforcement or emergency response personnel may bring their working dogs on Metrolink trains and facilities at any time, subject to the above terms covering travel with any service animal.
Americans with Disabilities Act (ADA) Related Feedback
We encourage customers to provide comments about Metrolink. Customer feedback is integral in our effort to provide exceptional service because it helps us identify areas that need improvement. Feedback is documented then forwarded to the appropriate department(s) for investigation, and ADA feedback is also forwarded to Tim Morehead, Metrolink's Interim Chief Safety Security and Compliance Officer. Corrective measures are implemented for any identified issues.
To submit a complaint, complete the "Feedback Form" located here. We respond to all customers within ten (10) business days.
If you would like to contact a representative via phone, please call the Customer Service Center at (800) 371-5465 (LINK). Recorded Metrolink schedules are available 24 hours a day and operators are available Monday-Friday from 6:00 a.m. to 10:00 p.m. and Saturday-Sunday from 6:30 a.m. to 8:00 p.m.
Speech and hearing impaired customers: please call (800) 698-4833 (4TDD).