Frequently Asked Questions

Using programmed schedule information and live GPS location data, buses send on-time performance updates to these signs approximately once every minute.

Based on the remaining travel distance to the sign/bus stop location, signs then display when the bus is expected to arrive. A sample message would read: "Route 2. Arriving in 5 minutes."

Important service messages and notes will also be occasionally posted on these signs.

Q. What happens during bad weather like heavy snow?

Metro travels in the most inclement of weather, but sometimes snow and weather-related traffic conditions can affect service.

During periods of heavy snow, buses like traffic, will fall behind.

Passengers are encouraged to plan extra time into their commute, take earlier trips, and allow for extra time to get home. Buses not only get slowed down by snow and other bad weather, but also by surrounding traffic.

Rest assured, drivers are working to reach your stop as soon as possible.

Allowing for extra time is the best way to get around during winter weather travel.

Q. Does service stop during bad weather?

Metro runs during even the most extreme of circumstances. However, on occasion, service may be discontinued due to heavy snow and ice.

During these rare times, Metro does its best to keep buses running as long as possible so that everyone is able to get home.

Click on mymetrobus.com or cityofmadison.com or check your favorite radio or TV stations for delay and other inclement weather service information.

You can also subscribe to Metro’s Rider Alert e-mail notification list.

E-mail notices are sent during any change in Metro service. Service newsletters are also sent to this group each week.

To receive Rider Alert e-mails, e-mail mymetrobus@cityofmadison.com and type “Subscribe”.

Q. When dealing with weather delays, should I wait to go out to my stop?

During poor weather, drivers maintain schedules as traffic and weather conditions safely allow. If the weather is extreme, buses can fall behind.

During bad weather, Metro encourages people to take an earlier trip and arrive at bus stops at regularly scheduled times. At bus stops, please be prepared for a possible wait.

Drivers work to maintain schedules as best as conditions allow. However, weather and traffic can cause delays to any individual bus at any time.

Q. During severe weather, can I find out exactly how late my personal bus is running?

Unfortunately, the ability to provide specific information on your personal bus during severe weather is not yet available. General run time information will be posted at mymetrobus.com, sent in Rider Alert e-mails, and communicated to the media.

Drivers work to maintain schedules as best as conditions allow. However, weather and traffic can cause delays to any individual bus at any time.

Metro is currently exploring software options that would make specific bus on-time performance information available online and through the customer service center.

Q. Who clears out the bus stops after a heavy snow?

During snowy weather, the City of Madison Streets Department works hard to clear streets, roadways, and bus stops as quickly as possible for commuter travel.

If you have a concern about a bus stop or street not plowed or cleared in a timely fashion, click on “Report a Problem” at cityofmadison.com or “Report Snow/Ice Problems” at mymetrobus.com.

Q. Why does Metro advertise gambling and liquor on buses?

Advertising on Metro buses is subject to the freedom of speech rights as provided by the First Amendment of the Constitution.

Content that can be restricted and not provided protection under First Amendment rights are advertisements for tobacco products and messages that are fraudulent, obscene, or libelous in content.

Gambling and advertising for alcoholic beverages do not fall into these restricted categories.

The City Attorney’s Office and Metro Transit have carefully reviewed all aspects of these rights as they pertain to advertising on city buses. Metro also communicates with its advertising partners to ensure content is appropriate in terms of commercial advertising and freedom of speech rights.

Further, in other areas of the country where transit systems have been embroiled in expensive legal battles with advertisers, the advertisers have prevailed.

Metro has allowed advertisements for gambling establishments and alcoholic beverages for several decades.

Metro's advertising program brings additional revenue to the transit system, which helps to preserve current service levels and fares.

Q. Why does Metro use 40 foot buses? Or run small buses on some routes?

This is a recurring question. Residents look out their window during midday, weekend or evening hours and see a small number of passengers scattered through a 40 ft. bus. The bus they see looks like a needlessly expensive way to provide transit service, and a ‘small bus’ feels like the right sized package.

The simple answer to the question is that our ridership is too high; ridership during the peak exceeds the capacity of small buses. Transit systems in general, including Metro Transit, tailor their fleets to meet peak hour needs. The average ridership per hour in Madison is over 30 passengers per hour, making us the envy of our peers. During the am and pm peak hours, we have standing loads on core routes and commuter routes.

Q. Then why not run small buses during other times? Wouldn’t that save money?

No, not necessarily.
•	The main cost of putting a bus on the street is driver wages. The skills needed for driving a bus -- safety, customer-orientation, judgment, reliability -- are the same regardless of the size of vehicle. Wages would not be lower for small bus drivers. And swapping out the big bus for the little bus after the a.m. peak, and then back again in the afternoon will increase labor costs due to the put-of-service time spent driving buses to and from the garage.
•	There are other added costs to small buses; you not only have to purchase buses that are only used part of the day, you also have to buy insurance for two vehicles instead of one, and keep parts on hand for another type of vehicle.
•	A further complicating factor is the federal regulation concerning spare ratio. The Federal Transit Administration (FTA) provides 80% funding for vehicles, and regulates the fleet size they will fund. The FTA will not fund a duplicate fleet that allows changing buses off due to fluctuations in ridership over the course of the day. A transit system is allowed a 20% spare ratio. Out of this spare ratio we need to accommodate buses out of service awaiting parts, buses damaged in vehicular accidents, buses held out of service for the day to allow for routine maintenance and repairs, buses in reserve to replace vehicles that encounter mechanical problems on the road, etc.

These negatives outweigh the slight savings in fuel cost of operating a small vehicle.

Aren’t there any routes that could be served all day with a small bus?

It is true that routes in the periphery and new routes have lower ridership. Some of this service may not carry loads that exceed the capacity of a small bus. These routes do not stand alone, however. There is an extensive amount of interlining across the entire service area. This is an important factor in providing service cost-effectively and is fundamental to how transit service is structured and scheduled. If constraints were placed on interlining, service itself would change significantly. It would require a detailed study to determine the cost that would be incurred.

Anything else?

Interestingly, we are exploring the other end of the spectrum – larger buses. Ridership is so high on the campus circulator routes (standing loads virtually all day) that the University is interested in exploring articulated buses on campus, to avoid the cost of paying for additional buses on their routes.

Q. Where can I get route and schedule information?

Call our Customer Service Center between the hours of 6:10 AM - 6:00 PM Monday-Friday, 8:00 AM - 4:30 PM Saturdays and 12:30 PM - 4:30 PM Sundays and Holidays at 608-266-4466, TTY/Textnet 1-866-704-2316. Maps and Ride Guides are available on Metro buses and at www.mymetrobus.com, where you may access Metro’s automated trip planner.

Q. Where can I buy Metro prepaid fares?

Prepaid, discounted passes and 10-Ride cards may be purchased at the Metro Transit Reception Office, 1101 E. Washington Ave., at one of over 50 conveniently located Metro Sales Outlets and at www.mymetrobus.com. Click below for a complete Sales Outlet list or see the back of Metro's Ride Guide.

• Complete Sales Outlet List

• Buy Online

Q. How do 31-Day passes and 10-Ride cards work?

The 31-Day passes are activated the first time you swipe it through the farebox. They are valid for 31 consecutive days, including the activation day, for one person only.

10-Ride cards may be used for 10 rides at any time you choose. The number of remaining rides will be printed on the back of your card each time you insert it into the farebox. There is no time frame for use and they may be used for more than one person at a time.

• Watch Video (How to Use a 31-Day Pass)

• Watch Video (How to Use a 10-Ride Card)

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Q. How long is a transfer good for?

Transfers are good for two hours after the driver issues them. The fare box tone will alert the driver if a transfer is swiped after it expires.

• Watch Video (How to Use a Transfer)

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Q. Do you give senior citizens and people with disabilities a discount?

Yes. However, proof-of-eligibility must be provided upon request of the driver. Medicare cards are acceptable forms of ID and reduced fare applications for senior citizens and people with disabilities are available at the Metro Transit Reception Office, 1101 E. Washington Ave.

Cash fare is discounted from $1.50 per ride to 75 cents; 10-Ride cards cost $7.50 and 31-Day Senior/Disabled Passes cost $23.50.

• More About 10-Ride Cards

• More About 31-Day Senior/Disabled Passes

Q. How do I know which side of the street to stand on to catch the correct bus?

Most of our routes travel South to North or East to North and East to West and South to West. Following the flow of traffic is the best visual way to know which direction you need.

You can also visit our "Bus Stop Departures" and click on the bus stop ID number for information about that stop.

• Where to Wait

• Bus Stop Departures

Q. How can I sign up for paratransit service?

Metro provides paratransit service for passengers unable to use fixed-route buses in accordance with the Americans with Disabilities Act. Applications are available by calling 608-266-4466, TTY/TEXTNET 1-866-704-2316. (Or click and print below.) If your application is approved you will receive notice in the mail. You may then book rides by calling the Customer Service Center during the hours noted above. All rides must be booked by 4:30 PM the previous day.

• Complete Info

• Download Application (PDF)

Q. What do I do if I left something on a Metro bus?

Call Metro Transit Lost & Found at 608-266-6524. Items are generally turned in to the Lost & Found the day following the day they are lost.

Due to space constraints, Metro keeps items in Lost & Found for two weeks. Items not picked-up during the two-week period are then donated to charity.

• Complete Info

Q. Are Metro fixed-route buses accessible to people with disabilities?

Yes. Metro provides accessible fixed-route service on all routes. Service animals are allowed on Metro buses to assist people with disabilities. Metro’s schedules, brochures and flyers are available on-line and will be provided, upon request, in accessible formats, such as Braille and large print.

Q. Are all Metro fixed-route buses equipped with bicycle racks?

Yes.

• Complete Info

• Watch Video (How to Use Bike Racks)

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Q. Do you have a bus that goes to the airport?

Yes. Route 24 from the North Transfer Point will take you to the airport Monday through Friday.

• Route 24 Map/Schedule

• Plan Your Trip

Q. Can I take my luggage on the bus?

Yes, as long as it fits in front of you or on your lap and does not block the aisle.

Q. What is the difference between peak and off-peak service?

Peak service runs during “rush hours” approximately 6:00 am to 9:00 am and 3:00 pm to 6:00 pm. Off-peak service runs during mid-day and later in the evening.

Q. Can I take my pet on a Metro bus?

Pets can be taken on Metro buses as long as they are secured in a pet carrier small enough to fit on your lap. Service animals are allowed to assist passengers with disabilities.

Q. How can I find information about a detour?

Metro is sometimes required to detour without advance notice. However, detour flyers will be posted on buses in advance when possible and weekly Rider Alerts are emailed to people who subscribe. Call our Customer Service Center between the hours of 6:10 AM - 6:00 PM Monday-Friday, 8:00 AM - 4:30 PM Saturdays and 12:30 PM - 4:30 PM Sundays and Holidays at 608-266-4466, TTY/Textnet 1-866-704-2316 or click below:

• Complete Detour Listing

• Sign Up for Rider Alert E-mails

What is the “Square”?

The "Square” or “Capitol Square” is the center of the downtown Madison, where the State Capitol is located. It is bounded by Mifflin, Carroll, Main and Pinckney streets.

Q. What is the “Capitol Loop Detour?

The Capitol Loop is a reference to the four streets (Webster, Dayton, Fairchild and Doty streets) that are one block off the Capitol Square. Buses are detoured to the Capitol Loop when there are special events such as Concerts on the Square, Art Fair on the Square, and Taste of Madison that prevent buses from traveling on the Capitol Square.

Q. How can I provide feedback?

Email us at mymetrobus@cityofmadison.com or call our Customer Service Center between the hours of 6:10 AM - 6:00 PM Monday-Friday, 8:00 AM - 4:30 PM Saturdays and 12:30 PM - 4:30 PM Sundays and Holidays at 608-266-4466, TTY/Textnet 1-866-704-2316.

Please provide date, time, location, route number, bus number (located inside and outside buses) and direction of travel when providing feedback regarding Metro operators.

• Fill Out Feedback Form