Rider Services

Rider Guidelines

• Find the nearest route to your destination and locate timetables.
• Determine the time that the bus will arrive at your bus stop - your starting point. Be there at least five minutes before the bus is scheduled to arrive.
• Have your exact fare or fare card ready when the bus stops. Change for cash transactions is issued as a “change card” that can only be used for StarMetro fare.
• Wait for passengers to exit, and then board the bus through the front door only.
• Place your fare in the farebox by the driver. If you are using an FSU, TCC or FAMU student ID, swipe your ID and show your ID to the Coach Operator. If purchasing anything other than a single ticket, tell the Operator what you are purchasing BEFORE using cash or reloadable Smart Pass.
  
• If transferring to another route, request a transfer ticket from your Coach Operator.
• Press the yellow tape or pull the yellow cord (near the window) to signal the Coach Operator that you wish to get off at the next stop when you near your destination.
• Be sure to have all of your belongings with you, and exit through the closest door.

Customer Code of Conduct

To help ensure the safety, security, comfort and convenience of those who use the system, StarMetro drafted a Code of Conduct, which every customer must abide by.

StarMetro's Code of Conduct for riding the bus includes these guidelines:

• Please respect other customers' privacy
• Safety problems cannot be tolerated
• Please use headphones with volume low
• Eating, smoking or littering are not allowed
• Alcoholic beverages are not allowed
• Any harassing behavior cannot be tolerated
• Lying down on bus seats is not appropriate
• Please respect transit property
• Use StarMetro's services and facilities for transportation purposes only
• Thank you for refraining from profanity and respecting your operator and fellow passengers

For StarMetro Code of Conduct/Transit Exclusion Procedures and Appeals Process please view document here.

You may also view the full Code of Conduct per Commission Policy here.

Fast Fareboxes

StarMetro is transitioning to a new, state-of-the-art electronic fare collection system, which will streamline and enhance payment options for customers.

Installation of new fareboxes is the first step in a larger fare system upgrade, which will allow StarMetro customers more flexibility and options. The new fare collection system will improve the overall travel experience for customers by reducing point of sale purchase time upon boarding the bus and by integrating cashless payment options.

Learn more here

Bus Stops

Please remember boarding is only allowed at designated Bus Stops. The bus stop signs depict route information including what each end point or midpoint are for each route for easy riding. Each Bus Stop features an octagonal pole for visually impaired patrons. In addition, each bus stop shows StarMetro's phone number and web address should a customer have a question while standing at the bus stop. There is a link at the bottom of the sign (Talgov.com/FindMyBus) that shows the website where a rider can download the latest smart device apps showing where each bus is in real time. Shelters are provided at many locations. Some shared stops may have a university sign blade theme. Report issues with bus stops using DigiTally.

Bus shelters and stop amenities are provided for customers using StarMetro services. Interference with a customer’s ability to use the shelter or stop for its intended purpose or causing an unsafe or unhealthy environment is prohibited. Personal property left unattended will be removed and possibly discarded within 48 hours. Property deemed a health hazard shall be discarded immediately. Thank you for helping StarMetro provide safe, efficient, and accessible public transportation to our community.

Trip Planner

Need to figure out how to get to your destination, but you don't have a Ride Guide? Use our new Trip Planner. The Trip Planner provides step-by-step instructions on how to reach your destination using StarMetro buses. Just tell us where you're starting and where you're going and we'll do the rest.

Bike on Bus

Each StarMetro bus accommodates two bicycles. Only single-set, two-wheel bicycles are permitted on buses. If the rack is full, customers should be prepared to choose a location to lock up their bike, or wait for the next bus.

Some shelters are equipped with bicycle racks. Enjoy the convenience of taking your bike with you anywhere StarMetro travels. Explore areas you could never get to by bike alone. It’s an easy, safe and convenient way to combine your bike ride with a bus trip and venture through Tallahassee.

Getting Started Before loading your bike, here are some important things you need to know:

• You are responsible for loading and unloading your bicycle. For safety reasons, operators are not able to assist you with loading or unloading.
  
• Bicycle racks will hold a maximum of two bikes. Racks are available on a first-come, first-served basis. If the rack is full, you will need to wait for the next bus.
  
• Bikes are not allowed inside StarMetro vehicles.
  
• Only single-seat, two-wheeled bicycles are permitted.
  
• All bikes with a wheel size of 16” or larger fit easily and securely on the rack.
  
• StarMetro is not liable for damage to the bicycle and other property attached to the bicycle.
  
• No additional fees are required to use the bike racks.

E-Scooters at Bus Stops and on StarMetro vehicles

Enjoy the convenience of using an E-scooter to and from StarMetro bus stops to bridge the gap between your public transit experience and your destination.

Before using an E-scooter, here are some important things you need to know.

Dial-A-Ride

Learn more here.

Emergency Ride Home Program

Do you ride StarMetro to and from work or campus at least three days per week? You qualify RideOn’s FREE Emergency Ride Home Program! Download the RideOn app or register online at RideOnTogether.org and log your trips. Then, if an emergency arises (you or your child need to go home sick, or unexpected overtime makes you miss the last bus of the day), you can request a free ride home. The app checks your trip log and immediately sends you an authorization code for Yellow Cab. You get a safe ride home, and RideOn gets the bill.

The ERH is also available to commuters who carpool, vanpool, bike, and walk. Questions? Call toll-free 888-454-RIDE(7433).

Reasonable Modification Policy

The Department of Transportation has revised its rules under the Americans with Disabilities Act (ADA) and section 504 of the Rehabilitation Act of 1973. It now specifically provides that transportation agencies are required to make reasonable modifications to policies, practices and procedures to avoid discrimination and ensure that their programs are accessible to individuals with disabilities.

StarMetro is committed to providing safe, reliable, efficient, and accessible service to its customers. To ensure equality and fairness, StarMetro will make reasonable modifications to policies and procedures to ensure that individuals with disabilities have equal access to all of its services.

Exceptions would include modifications that:

• Cause a direct threat to the health and/or safety of others;
• Result in a fundamental alteration of the nature of the service;
• Are not necessary in order for the individual with a disability to fully utilize StarMetro services

Anyone who would like to request a modification of policies or procedures to participate in StarMetro's program contact StarMetro at:

StarMetro - Special Transportation Manager
Reasonable Modification
555 S. Appleyard Dr.
Tallahassee, FL 32304
850-891-5200
smreasmod@talgov.com 

Transporting Packages

Personal belongings (e.g., groceries, luggage, etc.) are the sole responsibility of the customer. Only items the customer can personally carry in one boarding of the vehicle will be transported. Drivers are not responsible for, nor expected to load and unload, personal belongings of customers.

Bags or packages must be able to be held on the customer’s lap during transport. Collapsible carts may be brought on vehicles but must be collapsed during transport and stowed between the customer’s knees and the seat in front of them.

StarMetro is not responsible for items left on the bus or broken in transit.

Customers cannot transport explosives, illegal substances, flammable liquids, guns, or hazardous materials, except for certified portable oxygen containers.

Boarding with a Mobility Device

It is recommended that all wheelchair and scooter devices are WC-19 compliant so they can be properly secured.

All vehicles used by StarMetro are equipped with lifts that will accommodate wheelchairs or scooters that are up to 48-inches long and 30-inches wide. Vehicle lifts can accommodate a combined weight of the customer and the mobility device up to 600 lbs. Customers using mobility devices exceeding these standards may not be able to be accommodated.

All drivers are trained to operate vehicle lifts. All wheelchairs and scooters will be secured with four (4) point tie downs.

Customers without mobility devices may board the vehicle using the wheelchair lift upon request.

Service Animals

All service animals must be properly controlled. Service animals must ride on the floor of the vehicle or in the lap of the customer, not on vehicle seats. Customers are responsible for the behavior and hygiene needs of their service animals. Service can be refused or discontinued if a service animal is disruptive or unsanitary. There is no additional charge for service animals.