To provide the most efficient service to all lift users, we ask you to observe the following:

• All passengers should be ready 15 minutes before their scheduled pick-up time. The driver is not required to wait more than 5 minutes from the scheduled pick-up time. Please think of the LIFT as you would the regular bus service.
• Cancellations should be made the day before your scheduled trip, and no later than two (2) hours before the scheduled pick-up time. This may allow schedulers to offer transportation to another person. Please be responsible in keeping appointments. Again the cancellation line number is (915) 533-9335.
• Drivers may help passengers into or out of the vehicles. However, drivers are not permitted to enter a building to assist a client or carry personal items. Passengers needing assistance must bring a personal care attendant.
• Remember, drivers ordinarily have other clients scheduled on the same route. Please do not ask the driver to take you home first as this may interfere with the schedule.
• If you plan several stops on a single trip, (e.g., bank, pharmacy, etc.) please call the office and schedule each pick-up separately. Drivers are not permitted to tie up a vehicle to wait for a passenger.
• Occasionally we may call passengers to notify them of a minor change in their pick-up time, when necessary for better scheduling.
• Sometimes a scheduled pick-up may be delayed by excessive traffic, mechanical failure or if a vehicle is not immediately available. Please be patient.
• If you find another way home, do not forget to inform the office as soon as possible. Failure to do so may jeopardize your riding privileges.
• Bicycles cannot be transported inside the LIFT vehicle due to safety concerns.

Personal care attendants on the LIFT

Drivers may help passengers into or out of the vehicles. However, drivers are not permitted to enter a building to assist a client. Passengers needing assistance must bring a personal care attendant.

If a passenger plans to bring groceries or other items, and they are not capable of carrying these items themselves, they will be required to bring along a personal care attendant to assist them.

Please note that carts larger than the passenger door of the bus will not be permitted on the LIFT vehicle.

cancellation policy and no shows

If you are not at the designated pick-up site when the bus arrives there are incremental outcomes:

First occurrence: You will receive a polite reminder advising you of the incident and informing you of the consequences of your actions.
Second occurrence: You will receive a strongly worded letter advising you of the cost of the ride, and the fact that your actions denied someone else a ride. You will also be advised of what would happen on the next no show.
Third occurrence: On the third occasion, you will lose the right to ride for one week.
Fourth occurrence: After the fourth incident, your privileges are suspended for two weeks.
Fifth occurrence: On the fifth incident, you are removed from the schedule if you are a subscription rider and you will be required to request service as if you were a new applicant. You will also be suspended from service for at least 3 weeks.

Please note: The Sun Metro assistant director has the discretion to remove any incidents from an individual’s record based upon extenuating circumstances. This can be done by writing to the assistant director and explaining the circumstances. Appeals relating to removal from service can be made to the City of El Paso Mass Transit Department’s Citizens Advisory Committee. All information should be mailed to:

Sun Metro LIFT
Attn: Assistant Director’s Office
5081 Fred Wilson
El Paso, TX 79906

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