SC Metro | Customer service

Our Customer Service team is here to make sure your experience with METRO is safe, convenient, and easy. We provide the following bilingual services:

• Bus route information
• Trip planning
• Lost and found service
• Discount photo ID
• Bus pass sales & bulk orders

Contact Us

Customer Call Center

(831) 425-8600
Open Daily 8am – 5pm
Weekends Closed: 10am-10:15am, 12p-1p, 3p-3:15pm
Closed for most major holidays.
(Dial 711 for CRS Hearing & Speech Impaired Services)

*Beginning June 18, 2026, Customer Service will be open Monday-Friday, 8am – 5pm, closed on Weekends.

See our Service Calendar for holiday closures

Transit Centers

Riverfront Temporary Transit and Customer Experience Center

Customer Experience Center located at:
603 Front Street, Downtown Santa Cruz

Transit Center bus stops utilize curbside space on River St., Soquel Ave., and Front St.

Services:

• Staffed Customer Experience Center is open:
  Monday–Friday, 8am–5pm
• Public restrooms
  • METRO riders have access to a public restroom near the Soquel/Front Parking Garage at 601 Front St. facing Soquel Ave.
  • Restroom is located next to Oswald’s Restaurant (121 Soquel Ave.) and is walking distance from METRO’s Customer Experience Center. Head South on Front St. towards Soquel Ave., turn right on Soquel Ave., walk past Oswald’s Restaurant, public restrooms will be located on your right

Watsonville Transit Center
475 Rodriguez Street, Watsonville

Services:

• Staffed Customer Service Window is open:
  Monday–Friday, 8am – 5pm
• Customer Service Call Kiosk available:
  7 days a week, 8am – 5pm

Cavallaro Transit Center
246 Kings Village Road, Scotts Valley
(This transit center is not staffed.)

Capitola Mall Transit Center
1885 41st Avenue, Capitola
(This transit center is not staffed.)

Rotkin Transit Center (Formerly Pacific Station in Santa Cruz)
The METRO Pacific Station complex is closed for demolition and redevelopment. Pacific Station is scheduled to reopen in 2026 as a mixed-use development featuring low-income housing, retail and commercial space, and a METRO transit center.

Learn more about METRO’s Pacific Station Redevelopment Project!

Online Customer Service Report

We’re here to help and welcome your questions and suggestions. Our online Customer Service Report is a one-stop resource for reporting any questions or concerns related to your experience with METRO.

Once you open the report form, use the drop-down menu to specify the type of issue you’d like to report, such as:

• Discrimination Title VI
• Harassment
• ADA 504 complaints 
• Lost and Found items
• Paratransit issues
• Routing & Service changes
• Accessible information requests
• Any other issue, incident, question, or commendation related to your experience with METRO.

To learn more about METRO policies and procedures, including our Title VI Discrimination Policy, ADA 504 Complaint Policy, Code of Conduct, and more, visit our resource library.

Lost and Found

You may inquire about lost and found items in two ways:

• Call Customer Service during business hours
• Submit a Lost and Found Customer Service Report

Lost and Found items may be claimed only during Customer Service business hours. Security personnel will not release items after hours. Bicycles can only be claimed directly from security personnel. Legal photo identification is required for all claims.

Please review METRO’s Lost & Found policy for a complete list of items retained for 90 days. 

Note: METRO Bus Operators will not use bus radios to check for lost items, except in extreme emergencies.