Providing Public Transportation
Alternatives for the Greater
Phoenix Metro Area

Policies for Riding

For the Safety and Security of All Bus Passengers, We Request That You Follow These Policies:

  • Eating and drinking are not allowed on the bus.
  • Smoking of any products, including electronic cigarettes, is not allowed on the bus.
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  • You may bring your drink on the bus if it is in an approved, covered plastic container.
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  • Caustic or flammable materials are not allowed on board.
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  • Service animals trained to assist persons with disabilities are welcome. Other pets must be kept in a secured carrier.
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  • Fighting, throwing, pushing, playing loud radios or stereos, rough behavior, shouting, and vulgar language are not allowed.
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  • Please do not litter. A trash container is available at the front of each bus.
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  • Please do not scratch or etch on the glass windows of the bus. Please report any acts of vandalism to the bus operator.
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  • A responsible person must accompany children under the age of eight (seven and younger) wishing to travel on Valley Metro fixed route service. A responsible person is defined as one who can directly control and supervise the child.
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Customer Rights
Customers using public transit are given equal access, seating and treatment without regard to race, color, national origin or disability. These rights also apply to service frequency, vehicle age and quality and bus stop quality (FTA Circular 4702.1).

How to File a Complaint
Customers wishing to file a complaint – including discrimination due to disability, race, color or national origin – may call Customer Relations at (602) 253-5000, or TTY (602) 251-2039.

How Complaints are Processed
In accordance with federal standards (28 CFR Part 35 and FTA Circular 4702.1), all regional transit providers are trained in the correct processing, investigation and documentation of passenger complaints involving discrimination based on disability, race, color or national origin.

All complaints received by Customer Relations are documented and assigned to the appropriate transit staff for investigation. After the complaint is processed, a response is sent to the customer filing the complaint and appropriate corrective action is taken.

We’d like to hear your questions, comments or concerns regarding the Valley Metro system. Please call our Customer Relations Office at (602) 253-5000, or TTY (602) 251-2039 to send your concerns.


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