Metrolink is Accessible to Persons with Disabilities
- We ask that passengers requiring boarding assistance wait at the top of the access ramp located at the end of the platform. Wheelchairs can only be accommodated on the lower level of the passenger car that stops opposite the platform access ramp.
- L.A. County offers authorized Access Services ID card holders the ability to ride free any Metrolink train on all lines except for the Inland Empire Orange County Line (IEOC). The IEOC line does not cross into L.A. County, therefore the IEOC line is excluded from the program. For trips that cross into a county other than Los Angeles, you will need to purchase a ticket at a reduced rate (senior/disabled rate) for the portion of the trip that is outside of Los Angeles County. For example, if traveling on the San Bernardino Line from Los Angeles Union Station to San Bernardino, your Access Rider ID card will allow for free travel between Union Station and Claremont, but a ticket is required for the remaining portion of the trip into San Bernardino County. For more information on planning trips for people with disabilities, call 1-800-371-LINK (5465).
- A person with disabilities may travel at a reduced rate (senior/disabled rate) and must show proof of eligibility upon request.
- 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) is allowed to accompany a person with a disability without purchasing a ticket. The PCA must board and detrain with the person with a disability. For Access Services, the Rider ID card will indicate whether the rider is eligible to have a PCA accompany the person with a disability.
Access ID Card Users
If you are an Access Rider ID card holder, you are entitled 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, you will need to purchase a ticket at a reduced rate (senior/disabled rate) for the portion of the trip that is outside of Los Angeles County. For example, if traveling on the San Bernardino Line from Los Angeles Union Station to San Bernardino, your Access Rider ID card will allow for 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 (if you were approved to have a PCA travel with you, your Access Rider ID card will say so). However, the PCA must board and detrain with you and must stay with you for the entirety of the trip.
For more information on planning trips for people with disabilities, you may call 1-800-371-LINK (5465).
This table indicates the segments of each line which Access Rider ID card holders can travel for free on Metrolink:
|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 Line||Los Angeles Union Station||Norwalk/Santa Fe Springs|
|Riverside Line||Los Angeles Union Station||Downtown Pomona|
Metrolink is committed to providing safe, comfortable commuter 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 other service animals, jumping up, represents 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.
- 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 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 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.
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. 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. 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).