Metro Flex Access On-Demand is a same-day ride when YOU need it!

Access On-Demand (AOD) is a pilot program that provides a same-day ride to select Access customers. Access On-Demand provides on-demand, shared rides in Metro Flex vans and allows riders to book a ride within the service area and be picked up in about 30 minutes of booking.

A ride on YOUR schedule! Metro Flex wheelchair accessible vehicles are available.

Booking a ride is fast and easy! You can use the Metro Flex app on your smartphone, call the booking line and speak to an operator, or opt for the web portal on a computer. 

$1.00 for a reduced fare (RRFP^† and ORCA LIFT^‡)

Access On-Demand is for select Access customers. Metro is phasing-in the pilot and is starting by inviting customers who take frequent trips in the service area.

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Price:

Access On-Demand costs the same as a Metro bus ride, just $1.00 with a reduced fare (RRFP^† or ORCA LIFT^‡).

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Service hours:

Weekdays: 5 am – 7 pm

Weekends: 7 am – 7 pm

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Easy Ways to Pay: 

Pay with an ORCA card, Transit Go Ticket, or credit/debit card. Cash is not accepted.

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Accessibility:

ADA-accessible vehicles for customers with wheelchairs and other mobility devices are available. Once you’ve been registered as an Access On-Demand customer, your mobility requirements will be saved in your profile and you will be served by an appropriate vehicle.

This guide will show you how to access your AOD account in the Metro Flex app and take your first ride. Three ways to book a ride.

1. Using the Metro Flex app on your smart phone.

2. Over the phone by calling 206-258-7739

3. Through the online booking portal.

Yes

No

Same-Day Booking

Monthly Ride Caps

Yes, varies by rider

No

Yes, 10 miles per ride

No

Trip Distance Limits

Weekdays 5 am—7 pm Weekends 7 am—7 pm

Same as Metro bus and Link Light Rail hours.

Service Hours

Rides must take place within the AOD service area.

Rides can begin and end anywhere in the KCM service area.

Service Area

Shared Rides

Yes, 10 miles per ride

No

Minivans, some wheelchair accessible

Paratransit vehicles

Vehicles

$1 for a reduced fare* (RRFP^† and ORCA LIFT^‡)

Cost

$1.75 

Any ORCA card, Transit Go Ticket, credit/debit card, pre-paid card

Cash, ORCA (monthly pass only), Transit Go Ticket.

How can I pay?

In rare cases, a vehicle may not be available. You will be notified before booking if a ride cannot be found.

Are the rides guaranteed?

Yes, your ride is guaranteed.

Curb-to-curb or door-to-door (dependent on need)

Curb-to-curb, door-to-door, or hand-to-hand (dependent on need)

What is the service level?

No. This is a Customer Choice program. Policies and procedures may differ from Access.

Yes. Service complies with FTA paratransit requirements.

Is this paratransit service?

Metro Flex 

206-258-7739 x 2

 AccessOnDemand@kingcounty.gov

King County Metro Access

206-205-5000, AccessibleServices@kingcounty.gov

Who do I contact for assistance?

*Additional riders booked under the same reservation may be charged the full fare ($2.75) if they do not have RRFP or ORCA LIFT.

† A low-income adult fare (ORCA LIFT) is available to adult riders with incomes at or below 200% of the federal poverty level. Qualified riders are issued an ORCA card to pay their fare. Please visit King County Metro's website or call (206) 553-3000 to learn more about ORCA LIFT.

‡ First ten rides free promotion ends 3/31/24. All ten rides must occur before this date. 

How far can I travel on Access On-Demand?

Riders can take trips up to 10 miles.

How many rides can I take?

Riders can take a limited number of trips each month based on their historic Access use. Riders can continue to take unlimited trips on Access Transportation (paratransit) and Metro Flex (on-demand service available to the general public). For more information on ride caps, please call (206) 477-8740.

How do I enroll?

At this time, Metro Flex Access On-Demand is a limited pilot available to select Access customers. Enrollment is not currently open to all Access customers.

Can I bring someone along with me?

Sure! You can book for up to three additional passengers. If you are paying with an ORCA card, all riders must tap their ORCA card once they have boarded the vehicle. If you are paying by credit or debit card, the cost of all riders will be billed to the card on file. Additional riders booked under the same reservation may be charged the full fare ($2.75) if they do not have RRFP or ORCA LIFT.

Can I bring a service animal?

Yes. Service animals are welcome to ride in Metro Flex vehicles without restrictions. Other dogs and cats must be in an airline-approved carrier in order to ride.

Can I schedule trips in advance or have subscription trips?

No, rides can only be requested on-demand. Plan ahead and check the estimated time of arrival (ETA) when you look to book your ride. When Metro Flex vehicles are in high demand, they will require extra time to arrive to you and your location. Thank you for your patience.

If you are trying to schedule a ride in advance, please use King County Metro Access service.

Is there a penalty if I cancel my ride or don’t show up?

There is no penalty for canceling your Metro Flex AOD ride. However, a trip cancelation can cause unnecessary delays for other riders—please avoid canceling unless it is absolutely necessary. A no-show will count as one of your monthly allowable rides. 

What should I do if my driver leaves without me?

Re-book directly in your app, and then send an email explaining what happened to support-sea@ridewithvia.com. You won’t be charged for this ride.

What do the vehicles look like?

All vehicles are branded with Metro Flex's logo and colors, so they should be easy to spot. 

Can I change my destination once I’m on board?

Once you start a ride, the destination cannot be changed. If you have not yet boarded the vehicle, you can cancel the ride and re-book with a new destination.

Can I set a favorite location in the app?

Yes. Tap the Favorites tab in the app menu, then tap Set Home Address, Set Work Address, or create and name a new favorite.

Can I leave feedback for my driver?

Feel free to fill out the feedback screen in the app after your ride.

Do I tip the driver?

No. Our drivers do not accept tips.

I left something in the vehicle — how do I retrieve it?

Please email support-sea@ridewithvia.com with a description of the missing item.

How do I report a complaint?

Please contact support-sea@ridewithvia.com or call 206-258-7739 to report a complaint. Be sure to include as much information as possible.

Why is Metro piloting AOD?

Metro has long heard from Access customers that they have limited or no affordable, accessible, reliable options for taking spontaneous trips or trips that require flexibility. Metro made a commitment to the Access Taskforce in 2018 to deliver a same-day service. The Access On-Demand pilot was designed using information from customer surveys, interviews, literature review, peer agency best practices, and in collaboration with a customer advisory team as well as the Access Paratransit Advisory Committee.

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