Metro’s Passenger Policies

Metro wants all of its passengers to have a safe and trouble -free ride. The following tips and
information are provided to help guide you during your travels on Metro.

Metro’s Passenger Policies apply for all Metro buses, bus shelters, and the Downtown Transportation Center (Pulse) at Elm Street.

pdfPassenger Policies For Download

Passenger Rules & Policies

Use of tobacco products (including vaping) is not allowed on Metro buses, at bus stops and shelters, or at the Elm Street Transit Center and South Portland Transit Hub.

Drug and alcohol use is prohibited on all Metro property. Dangerous materials are a safety hazard, and are also not allowed. Commonly banned dangerous materials: car batteries, propane tanks, fuel cans, sharp implements, explosives, flammable fluids and gases, nonmedical compressed gases.

Passengers boarding the bus with firearms are required to keep handguns holstered at all times. Rifles and other long guns must be transported in a carrying case. Similarly, passengers may bring knives and/or swords on the bus provided they remain sheathed. Any passenger brandishing a weapon in a menacing or threatening manner is to be ejected from the bus.

Passengers may bring beverages on the bus; however, they must be in a container with a sealed lid. Please no eating on the bus.

For sanitary reasons, passengers must be properly clothed to ride on Metro buses.

Passengers are required to pay the proper fare to board. Deposit exact cash fare into farebox, or scan your DiriGO App or DiriGo SmartCard. Download the UMO Mobility App to pay with your smartphone.

  • Remember there are no transfers with cash fares.
  • Passengers without full fare may not be allowed to ride.
  • Operators can not make change or grant refunds.
  • Metro will not refund overpayments.

DiriGo Pass card or app cannot be shared by more than one person with the exception of Ten Ride Passes.

Reduced fare accounts can only be used by the passengers who are approved for a reduced fare.

Passengers violating Metro’s policies may have their DiriGo account suspended.

Interfering with the safe operation of the bus is hazardous to you and everyone else. Please limit conversations with the bus operator to when the bus is at a bus stop. Do not threaten or verbally abuse the bus operator, or you may have riding privileges suspended or face criminal prosecution.

Be courteous when using technology. Use headphones when listening to music or speaking on the phone. Speakers must be turned off. Loud music and talking can be disruptive to both passengers and the bus operator.

Metro has zero tolerance for harassment of any kind. Passengers found to be harassing other passengers, or Metro staff, will have riding privileges suspended, and may face criminal prosecution.

Refrain from the use of disruptive behavior. Vulgar materials and porn are not allowed on the bus. Use G-rated language, clean-up after yourself, keep all body parts inside the bus, and never throw objects in or outside the bus. Gambling, horseplay, load profanity, and fighting are strictly prohibited. Soliciting money or public support by customers for political, religious, social, or other causes is not allowed.

Vandalizing or damaging Metro buses or shelters may result in loss of services

Designated seats at the front of the bus are reserved for persons using mobility aids. Passengers sitting in the mobility aid securement area will be required to move to accommodate a person using a mobility aid.

For safety reason, passengers are required to stay behind the yellow or white line while travelling

Please do not block aisles or doors so passengers can safely enter and exit.

All children must be removed from strollers, Strollers do not need to be collapsed; but, they must be stowed so as not to block aisles or doorways. Infants may remain in carriers; but, the carrier must be disconnected from the stroller and held/secured by caregiver.

Passengers will load and secure their own bikes and be responsible if bikes are not properly secured. Operators will give directions if needed. Gas powered bikes are prohibited. Bike racks can accommodate most ‘fat tire’ and electric bikes.

How To Use Bike Racks

Service animals are allowed when accompanying a person with a disability; but, they must be kept under control. Pets of any kind must be kept in a contained carrier. All animals not under control will have to exit the bus.

Personal belongings may be held on your lap, or placed under your seat. Metro does not permit the use of seats as storage space.

Passengers without disabilities traveling with large items such as; luggage, grocery carts, strollers, and bikes (if bike rack is full) may sit in the bus’s Priority Seating/Mobility Aid Securement areas, but must position their items so they are out of the aisle. The Bus Operator may require you to exit the bus, if a passenger using a mobility aid needs to use this area.

Public Safety Rules & Policies

Metro wants all of its passengers to have a safe and trouble -free ride. The following tips and information are provided to help guide you during your travels on METRO.

Buses should never leave early. They may run late or be right on time. Download the Transit Tracker or UMO Mobility App on your smartphone to help plan your route and track your bus.

Running after the bus is never safe. The bus operator may not pick you up either if it is not safe to do so. If you get caught between stops, go to the next stop. Do not run toward the bus.

Have your fare ready to pay before you enter the bus. Download the UMO Mobility App and register the DiriGo Pass on your smartphone, register a DiriGo Pass smartcard, or pay cash (exact change). Remember that there are no transfers on cash fare payments.

Stay at the bus stop until bus comes to a complete stop. Use caution when boarding the exiting the bus as floors, sidewalks, and surfaces may become slippery

Pull the cord after the last bus stop before your stop. This gives the bus operator enough time to bring the bus to a safe stop.

Exiting through the rear door is preferred. Only use the front door in the winter due to snow, at the operator’s request, or because you require the kneeler or the ramp.

Wait for the bus to depart then cross the street behind the bus or at the nearest crosswalk. Crossing in front of the bus is dangerous since traffic cannot see you

All buses are equipped with security cameras. Metro has the ability to investigate incidents that occur on Metro buses.

Stand at or very near the bus stop as the bus is approaching. It’s a good idea to signal the bus operator with a quick hand raise.

Metro is working to improve bus stop lighting. If you’re travelling alone, try to choose a bus stop that’s well-lit, and be smart and alert about your surroundings. If you’re waiting in a dark spot, light up your cell phone, and wave it as the bus approaches

Metro is working to improve snow removal from bus stops. If your bus stop becomes a snow bank, please go to the closest intersection or driveway and the bus will pick you up there.

Inclement weather happens. If you are at a bus stop without a shelter, and you decide to take cover elsewhere, make sure you get to the stop before the bus arrives. Bus operators are trained to look for passengers at bus stops, not elsewhere.

  • As with any public space, it’s important to be aware of your surroundings and plan ahead.
  • If another passenger makes you uncomfortable, remove yourself from the area.
  • Consider sitting at the front of the bus near the bus operator.
  • Consider travelling with friends.
  • Study the Metro route system and schedules so you have travel options.

If you see that a fellow passenger is in an uncomfortable situation, ask them if they are ok, or if they need help. If you are not comfortable doing this you can report it to the bus operator.

If you see suspicious behavior or unattended packages, please report this to the bus operator, to Metro staff, or to the police

You have the right to not be harassed or bothered while using Metro. If you ever have a problem on the bus or feel unsafe in any way, the bus operator is there to help. Let the bus operator know what the problem is so they can take action. If you feel you are in immediate danger, call 911.

You have the right to be treated the same as everyone else while
using Metro. If you believe you’ve been discriminated against due to race, ethnicity, national origin, or a disability, please contact Metro to submit a complaint.

Title VI Procedures
  • Call Metro: 207-774-0351
  • Email: info@gpmetro.org
  • Complete an online comment form.
  • Visit Metro’s downtown hub, the Metro Pulse at 21 Elm St. in Portland to speak with a customer service representative Monday – Friday, 6:30 am to 7:30 pm

Zero Tolerance Policy For Discrimination & Harassment

To report harassment

Reporting Discrimination

All riders have the right to be treated the same as everyone else while using Metro. 

Your Rights Under Title VI of the Civil Rights Act of 1964

“No person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance.”

If you believe you have been discriminated against due to race, ethnicity, national origin, or a disability, please contact Metro to submit a Title VI complaint.

Title VI Procedures


Reasonable Modifications

Metro will consider requests for reasonable modifications to policies and practices for persons with disabilities. 

To request a change, please submit an email  and include type of request, along with contact information. Thank you.

ADA Requests