Courage to fight harrassment

I’m SO very proud of our client, Lucia, who was getting harassed by bus drivers to and from work with her SD, Lily!!!!! She found the courage to contact them about this, and this is what she received!!!!

“Dear Ms. XXX,

Thank you for contacting Capital Metro regarding an unpleasant experience you had in using the route #331-Oltorf. In your comments, you stated that the operator was not following rules and procedures in regards to having service animals on the bus.

Please accept our apology for this experience with our service. All operators are trained to conduct themselves in a professional manner at all times to ensure a pleasant, safe riding experience for all our customers. The experience you described is not consistent with the quality of service we strive to provide.

We have identified the operator and notification has been sent to the operator’s supervisor for follow-up to this matter. This occurrence will be fully investigated and all appropriate and corrective action will be taken with the operator.

Once again, thank you for taking the time to contact us and thank you for riding Capital Metro. Please feel free to contact us in the future if you have any concerns, questions or suggestions regarding our service. You may reach our Customer Relations Department at 512-385-0190 or via our web site at


Valerie Rivera |Customer Relations Supervisor| 512-385-0190