Muni Access Guide

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Muni Access Guide

WELCOME

GETTING STARTED

ACCESS ON Muni BUSES

ACCESS ON Muni METRO

HISTORIC F-LINE

EXPECTATIONS WHEN RIDING Muni

TRAVEL TRAINING

PARATRANSIT

BASIC INFORMATION

COMMENDATIONS & COMPLAINTS

Glossary

FARES FOR Muni SERVICE

ACCESSIBLE Muni LINES 2002

Welcome
Welcome to the San Francisco Municipal Railway (Muni). We are proud of the level of accessibility of the
Muni System, which has been achieved through years of work with the disabled community through
advisory committees and public meetings.

This guide describes Muni's accessible services. Use the guide in conjunction with the official Muni Street &
Transit Map to plan your transit trips. Whether you are a resident of San Francisco or a visitor to our
beautiful city, we hope this guide will provide you the information you need about accessibility on Muni. We
encourage transit riders with disabilities to contact the Accessible Services Program at 415-701-4485
(TTY/TDD 701-4730), with questions or for additional information about accessibility or trip planning.

If you need this brochure in an accessible format, please call 415-701-4485 (TTY/TDD 701-4730).

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Getting Started
Hours of Muni Transit Service
Most Muni lines run from 5am to 1 am Monday through Friday. Service begins at 6am on Saturdays and at
8am on Sundays. Owl Service (on selected routes) runs from 1am to 5am daily.

Note: for detailed information about schedules for each bus line, obtain a free Muni Timetable Booklet, or
visit our website at www.sfmuni.com, or phone the San Francisco 3-1-1 Customer Service Center. Access
MTC's on-line trip planner at www.sfmuni.com/tripplan. The trip planner does not provide information about
wheelchair-accessible routes.

Discount Fares
Who is eligible for the discount fare?

Seniors aged 65 and older automatically qualify for the discount fare. Valid photo ID must be
presented upon request. Muni also has a Senior ID Card available from Senior Information and
Referral at 415/626-1033.
Disabled and senior riders who show a valid Regional Transit Discount ID Card are eligible for the
discount fare on Muni and all other Bay Area transit systems.
Medicare card and DMV disabled placard registration holders with photo ID can pay discounted fares
but are encouraged to apply for an RTC ID for convenience (see below).

Who is eligible for the Regional Transit Discount ID Card?

Seniors aged 65 and older automatically qualify.

Medicare cardholders, DMV disabled placard registration holders, and veterans with a 50% or more
service-connected disability qualify under the basic category.
All other individuals with transit-related disabilities must complete the medical certification application
form and have it signed by a certifying professional.

Where can I apply for a Regional Transit Discount ID card?

The Muni Discount ID Office is located at 2630 Geary Boulevard (between Presidio and Masonic
Avenues) and is open Monday, Tuesday and Wednesday from 10:30 am to 4 pm. Two accessible Muni
lines-the 38-Geary and the 43-Masonic, serve the office. Call 415/923-6070 for more information or to
get a list of other locations in the Bay Area where a Regional Transit Discount ID can be obtained.
Please allow up to 21 days after you submit your application to receive your Regional Transit Discount
Card in the mail.
Groups of 15 or more may request to have ID's issued at an off-site location. Arrangements must be
made and paperwork completed in advance of issuance.
For information about discount passes and stickers, see page 31.

Visitors

Visitors with a transit discount ID card from a California city outside the Bay Area may receive a Bay
Area Regional Transit Discount ID Card valid for as long as their local city card, up to a maximum of
three years. They may also use their local card on Muni in order to pay the discount fare.
Visitors with a transit discount ID card from outside the state of California are eligible to receive a Bay
Area Regional Transit Discount ID Card valid for up to three months.

Attendants

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Attendants may accompany passengers with disabilities on transit trips. Attendants are entitled to pay the
same discount fare as the passenger when the disabled passenger has a Regional Transit Discount ID Card
with a symbol indicating that an attendant is necessary for use of public transit.

Guide, Signal and Service Dogs

Service dogs (including Guide and Signal dogs) and other service animals are allowed to ride free of
charge on all Muni vehicles. Service dogs may travel without a muzzle, but they must be leashed.
A service animal is an animal specifically trained to assist the disabled rider with necessary duties. The
animal must be constantly under the control of the handler. Any service animal determined by the
driver or supervisor to be out of control or posing a threat to the safety of other passengers or
animals may be prevented from boarding the vehicle or may be removed from the vehicle.

Access on Muni Buses

Muni has an extensive network of bus lines providing service within two blocks of most city addresses. Muni
began providing accessible bus service in the early 1980s, and now a large part of the fleet is accessible. All
new trolley and diesel buses purchased are accessible, which will bring the fleet to 100% accessibility in
2003.

On bus lines that are currently designated accessible, all vehicles have priority seating for senior and
disabled customers, wheelchair lifts, kneelers, extra vertical poles for standing customers to hold, and large
header and side destination signs.

New buses are also equipped with automated stop announcements that provide digital stop location signs
and human voice stop announcements inside the bus, and human voice bus line announcements outside
the bus.

Accessible lines are listed in this booklet and on the Muni website (www.sfmuni.com). Information about
new accessible lines can be obtained from the website or by contacting the Accessible Services Program
415-701-4485 (TTY/TDD 701-4730). For a Muni System Map, contact the Muni Communications
Department at 415-701-4200.

Seating
Seniors and persons with disabilities have priority access to the front seats of all Muni vehicles, which
includes the side facing seats and the first set of front facing seats. Signs and decals instructing customers
to yield the front seats to seniors and persons with disabilities are posted above the seats on all vehicles.
Signs in Spanish and Chinese are also posted. Please present your Regional Transit Discount ID Card or
Senior ID Card to the driver as you board. Upon request, operators will ask riders in the priority seating
area who are neither senior nor disabled to give up their seat for you.

Kneelers
Kneelers allow the front steps of accessible buses to be lowered, making it easier for customers to board
the bus, especially if boarding from the street. Bus operators will employ the kneeler at your request.

Lifts and Securements

Accessible buses are equipped with mechanical lifts at the front door that provide level boarding of the bus
from the street or sidewalk for customers with mobility impairments. Lifts are for anyone with a disability

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who is unable to use the steps to board the bus, including persons using wheelchairs, walkers, crutches, or
other mobility aids, and those with less visible disabilities such as arthritis, heart ailments or breathing
impairments. Inform the bus operator if you need to use the lift.

Please note that lifts are not intended for non-disabled customers with baby strollers, package carts, etc.
Lift platforms on most buses are at least 4 feet long and 3 feet wide. They are solid and sturdy, with
handrails on both sides. There is adequate turning room inside the bus to accommodate most standard
manual and power wheelchairs, including three-wheeled models. Newer accessible buses have two
securement areas near the front of the vehicle. Older buses have one securement area.

If two wheelchair users are traveling together, contact the Accessible Services Program for the latest
information on lines served by buses with two securement areas.

Boarding Using a Lift

Make sure you are visible to the driver as the bus approaches.
When the bus is in position, stay back from the curb about four feet to allow enough room for the lift
to be lowered. When you are ready, the operator will lower the lift.
Ambulatory customers using the lift should stand on the platform facing the inside of the bus, hold on
to the handrails and duck their heads when approaching the doorway.
Most wheelchair users prefer to board facing backwards, but may board facing either direction.
Wheelchair users should roll squarely onto the platform and lock their wheels during boarding and
alighting.
When boarding be sure to tell the driver where you would like to get off.
Wheelchairs users should roll down the aisle to the securement area, making sure that passengers
seated in front of the bus have moved their feet out of the way.

Getting to the Securement Area

Let the operator know if you need help using the securements. The securement areas are created by
lifting up either the first row of front facing and the adjacent row of side-facing seats or the second
set of side facing seats at the front of the bus. Pull the lever beneath the seats to raise them and
expose the securement area. Inform the operator if you need help lifting the seat.
Back the wheelchair into the open wheel clamp to secure the chair. The wheel clamp fits most
manual and power chairs, but does not accommodate three-wheelers or other chairs with small back
wheels.

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While the new Muni buses have two securement areas, the older vehicles have only one.

Using the lift to disembark

About a block before your stop, pull the "stop request" cord or push the stop request strip or button
located along side the securement position.
After the bus has stopped, release the securements by pushing down the wheel clamp lever to release
your wheel, and undoing the safety belts. Since it is not always clear if help is wanted, let the
operator know if you need help releasing the securements.
Leave the bus after other passengers have gotten off. Roll squarely onto the raised lift platform and
lock your wheels. When the lift platform has lowered and the safety barrier has dropped, roll carefully
off the platform.

Note: There are some stops that are not recommended for lift use because the grade is too steep, there
are no curb cuts, or the sidewalk is too narrow. These stops are clearly marked with a symbol painted in
yellow on the street.

Access on Muni Metro

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map of Muni Metro stops

Muni METRO
The Muni Metro is made up of light rail vehicles (streetcars) that run on tracks both above and below
ground along the J-Church, K-Ingleside, L-Taraval, M-Oceanview and N-Judah lines. These Metro lines run
underground in the downtown area, and on the surface in outlying neighborhoods. All underground Metro
stations and high-level surface stations on the street are accessible. Accessible surface key stops are
located at regular intervals throughout the system, as well as at major destinations such as schools and
hospitals, and at transfer points.

Below you will find a brief description of the accessibility features at the different stations and stops in the
Metro system.

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Underground Stations
Each underground station has accessible pay phones, a TTY telephone, and a Station Agent on duty to
answer any questions you may have. Muni and Bay Area Rapid Transit (BART) share four downtown
stations: Embarcadero, Montgomery, Powell, and Civic Center. The remaining underground stations, Van
Ness, Church Street, Castro Street, Forest Hill and West Portal, serve only the Muni system. All the
underground stations can be accessed by elevator, escalator (except for Forest Hill, which has no
escalators, and West Portal, which has ramps) or stairs. For up-to-date information about the status of
elevators in the downtown stations shared with BART, call 510-834-LIFT or 888-2-ELEVATE. Information
about downtown station elevators, Muni-only station elevators and Muni wayside lifts can also be obtained
by calling Bay Area Travel Information at 511 or by calling Muni Accessible Services 415-701-4485
(TTY/TDD 701-4730)

All downtown station elevators are located on the north side of Market Street. At most stations, you must
pay your fare or show your Senior Pass or a valid Regional Transit Discount ID Card with a monthly sticker
at the clearly marked Muni Station Agent's booth and then take the elevator down to the platform level. At
the Montgomery, Powell and Civic Center Stations, the Muni Station Agent's booth and the elevator to the
platform are at opposite ends of the station. For your convenience, at these stations, instead of paying your
fare at the Station Agent's booth, you can pay your fare and receive proof of payment from ticket vending
machines located near the elevators. Signage in the stations will direct you to the elevator to the platform
level. Each elevator is equipped with an emergency telephone to connect you with a Station Agent. Note
that at Castro and Church stations there are two elevators from the concourse to the platform level, one for
inbound and one for outbound travel. At Forest Hill there are two elevators serving the inbound platform,
and two serving the outbound platform. At all other underground stations, except West Portal, which is
served by ramps, there is one elevator between the concourse and the platform, which serves both
directions of travel.

High-Level Surface Stations

There are several high-level surface stations on the Muni Metro System. These stations have one boarding
area for all customers, which is accessed by a ramp. There are high-level Metro stations served by the N-
line on The Embarcadero between Folsom Street and the 4th and King Caltrain Station. There are also high-
level stations at Stonestown Shopping Center and San Francisco State University (both served by the M-
line).

Wayside Platforms
On the surface portion of each of the five Muni Metro lines, there are accessible wayside platforms at
regular intervals. The wayside platforms, which are located before or after island or curb stops, have a
designated accessible high-level boarding area that is accessed by a ramp. The operator will position the
vehicle at the wayside platform and raise the vehicle steps so they are level with the platform to allow
wheelchair users to board or exit the vehicle. If you want to get off the Metro at a surface stop, inform the
operator of your destination.

Wayside Lifts
There is a wayside lift on the M-Oceanview line on San Jose Avenue at Geneva. At some locations along
the F-line on Market Street, wayside lifts are used in place of wayside platforms because of space
constraints (these lifts are described in the F-line section of this document).

System Improvements
Third Street Light Rail Project: The Metro system is being expanded to serve the Third Street corridor. The
Third Street Light Rail Project will take place in two phases. Phase 1 will extend accessible light rail service

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from the current 4th and King terminal (near the San Francisco CalTrain Station), along Third Street and
Bayshore Boulevard to the Bayshore CalTrain Station. This phase of the project is expected to open for
service in 2004. Phase 2 will provide accessible service from the Third Street corridor to Chinatown via a
new Central Subway. For more information about the Third Street Project, call Muni Construction at 415-
703-6655, or visit the Muni website, www.sfmuni.com.

Automatic Vehicle Location Systems: An Automatic Vehicle Location System (AVLS) called Nextbus has been
installed on the J, K, L, M and N Metro lines as well as on the 22 Fillmore bus line as a pilot project. The
AVLS uses satellite technology and computers to track vehicle location and predict vehicle arrival time at
stations and stops. Muni is currently planning the permanent implementation of AVLS on the above-
mentioned Metro and bus lines, as well as the eventual expansion of the system to other Metro and bus
lines.

Riding Tips for Wheelchair Users on the Metro

Boarding Metro Trains

Once on the boarding platform at an underground station, notice the electronic signage overhead or
listen to announcements indicating the destination and time until arrival of approaching vehicles. Keep
in mind that in the underground, outbound Metro vehicles stop at the far west end of the platform,
and inbound trains stop mid-platform.
Once the train has arrived, for safety and convenience it is best to board the first car of the train at
the door nearest the front of the car. All train doors will open in the underground.
Muni recommends that customers whose wheelchairs have small front wheels should back onto the
car in order to cross over the vehicle-to-platform gap. The LRVs have gap fillers at the front and rear
doors that reduce the gap to 3 inches. All vehicles are in the process of being equipped with gap
fillers at all doors.

Inside the Vehicle

Wheelchair stationing areas are located at the front of the vehicle. These front side-facing seats lift up
to create space for customers in wheelchairs. If other wheelchair users occupy the stationing areas,
additional wheelchair users may ride as long as they do not obstruct the aisles.
To request a stop, the wheelchair user can speak to the operator upon boarding, use the black stop
request strip located adjacent to the doors, or use the intercom next to the stationing area that allows
customers to communicate directly with the operator.

Riding Tips For the Blind and Visually Impaired on the Metro
Below are some tips to assist the blind or visually impaired using the Metro.

In the Metro Underground

In an underground station, locate the escalator or stairs leading to the concourse level. On the
concourse level, locate the Muni Station Agent's booth to pay your fare, and proceed to the platform
level. Cane users should use the constant cane technique when walking on the platform.
Determine the type of platform: 1) Center platform- tracks on both sides of the platform:
Embarcadero, Montgomery, Powell, Civic Center, Van Ness, Stonestown, San Francisco State, Folsom,
Brannan, 2nd & King, and 4th & King. 2) Side platform-two platforms with tracks in between: Church,
Castro, Forest Hill, and West Portal.
Each platform has two feet of tactile edging to indicate to visually impaired customers when they are
approaching the platform edge. The tactile edging has a truncated dome pattern in contrasting color
that is recognized as an effective warning, detectable by canes and under foot. Stand on the platform
behind the tactile edging when waiting for the train.

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Special Features

The Muni Metro is equipped with special technology to assist the blind and visually impaired. There are
Talking Signs™ (see glossary) at the Powell Street BART/Muni Station, at the high-level surface stations
along The Embarcadero, and at Stonestown and San Francisco State. More Talking Signs™ will be installed
at other key locations on the Muni system. Talking Signs™ receivers can be borrowed from the Rose
Resnick Lighthouse for the Blind by calling 415/431-1481, or from the Mayor's Office on Disability (415/554-
6789). At underground stations, an automated voice announcement system on the platform announces
inbound and outbound arriving trains, as well as up to the next three trains approaching.

Boarding a Vehicle

In the underground, inbound and outbound trains stop at designated points on the platform. Outbound
trains stop at the west end of each station, and inbound trains board mid-platform. Listen for door noise
and people entering and exiting the train to locate a door opening. A chime sound above each door
indicates the location of the opening.

If there are no auditory clues, trail along the train until you find a door opening. Passengers using canes
can detect the vehicle-to-platform gap and step over it. Caution: All light rail vehicles taper or narrow at
each end, creating a larger vehicle-to-platform gap. When looking for a doorway, be sure to locate the floor
of the train before stepping off the platform. Do not mistake the gap between the end of a car and the
platform for the gap between the platform and the train doorway.

A single chime sounds to signal that the doors are closing.

On two-car trains, the operator in the first car operates the train and all train doors. It is not possible to go
from one car to the next except by exiting.

On LRVs, all doors of the cars open at underground and at high-level surface stations. (At surface street
and island stops, only the front door of the train will open, but customers wishing to board can open other
doors by pushing buttons near the doors on the outside of the train). LRVs have steps that rise and lower
to accommodate boarding in the underground as well as at surface platforms. When the steps are raised
they form a level area even with the rest of the car floor.

On outbound K, L, or M streetcars leaving the West Portal station, and on outbound J or N streetcars
leaving the tunnel at church Street and Duboce Avenue, a bell will ring indicating that the steps are
lowering. It is best not to stand in the stepwell area while the steps are being lowered.

Metro operators announce each station as the train approaches. If you need further assistance identifying
your location, you may ask another passenger, or contact the train operator using the intercom.

All Metro vehicles are equipped with an intercom at the front and rear of each vehicle to allow customers to
communicate with the operator. Passengers can also speak directly with the operator by approaching the
operator's compartment at the front of the vehicle.

On the surface portion of the Metro, there are a few cases where island stops are configured with the high-
level wayside platforms for wheelchair boarding in the center of the stops. At these stops, ambulatory
passengers exit the train onto the island, and then must travel up stairs, across the wayside platform and
down a ramp to the other end of the island in order to reach the crosswalk.

The following stops are configured this way:

- J-line: Church and 24 th Streets inbound

- N-line: 19th Avenue and Judah inbound

- 9th Avenue and Judah, inbound and outbound

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Exiting the Vehicle

To exit a Metro vehicle at a surface stop, use the push bars located on each side of the stairwell. The push
bars must be pushed to open the doors. When exiting in the underground or at a high-level surface
platform, locate the vehicle-to-platform gap and step over it. To locate the stairs or escalators from the
platform, listen to the direction others are walking. If there are no other passengers, wait until the train
leaves the station and then walk parallel along the platform until you hear the escalators or feel the wall of
the stairs. If you exit at a side platform, walk straight ahead to the wall and then trail along the wall to the
stairs or escalators.

Note: Customers exiting a vehicle at a street or island stop must yield to passing automobile and bicycle
traffic when crossing the street.

HISTORIC F-LINE
Historic streetcars from the first half of the last century run on the F-line. The streetcars travel from Castro
& 17 th Streets down Market Street to the Ferry Building along The Embarcadero to Fisherman's Wharf. The
historic vehicle fleet includes streetcars from cities around the world, with cars built from 1895 to 1952.
Most of the historic streetcars are painted in vivid colors representing the transit systems that used to run
them, including Baltimore, Boston, Brooklyn, Chicago, Cincinnati, Kansas City, Los Angeles, Louisville,
Newark and Philadelphia. Historic cars from Australia, England, Italy, Japan and Russia are also part of the
fleet.

Muni is proud to offer accessible service on the F-line. All stops along The Embarcadero are accessible via
wayside boarding platforms. Stops at key locations along lower Market Street have wayside platforms or
lifts; all stops west of Van Ness Avenue are fully accessible. At all accessible F-line stops, the operator
deploys a bridge to cover the gap between the lift or platform over the stepwell to the floor of the car. The
bridge allows wheelchair users to board the streetcars easily.

F-Line Stops

[Correction: The inbound stop on Market St. between Steuart and The Embarcadero is incorrectly shown as
being wheelchair accessible.]

Boarding at Wayside Platforms

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Wheelchair users needing to board from the wayside platform should situate themselves at the top of
the platform to await the oncoming streetcar.
When the streetcar arrives, the operator will put down a bridge to allow the customer to cross from
the platform onto the streetcar. (The bridge is also used whenever a wheelchair user exits the
streetcar to a platform or lift.)
Upon boarding, the customer should inform the operator of his or her desired stop. There is also a
stop request feature located next to the securement area.
The securement area on the historic cars is located at the front of the vehicle. The operator will help
with the securements upon request.

Boarding at Wayside Lifts

There are four wayside lifts on the F-line (see map above).
Customers requiring a lift should position themselves on the lift platform, which is located behind a
gate at the end of the boarding island. When the streetcar arrives, the customer should push and hold
the "UP" button to raise the lift. If the button is not depressed continuously, the lift will stop. Note
that the lift will not go into the "UP" position until the train arrives.
If the passenger cannot operate the lift independently, the operator will raise or lower the lift using
controls inside the streetcar.
When the lift reaches the level of the streetcar floor, the operator will open the vehicle door, and then
open the gate between the lift and the streetcar. The gate will not open unless the lift is completely
raised. The operator will then lay down a bridge to allow the customer to cross from the lift into the
streetcar.
Upon boarding, the customer should inform the operator of his or her desired stop. There is also a
stop request feature located next to the securement area.
When exiting the street at a wayside lift, the operator will raise the lift from inside the vehicle, then
open the vehicle door and the lift gate, than deploy the bridge. Once on the lift platform, the
customer should press the "DOWN" button continuously until the platform has lowered. The gate to
the island will not open unless the lift is restored fully to the "DOWN" position.

EXPECTATIONS WHEN RIDING Muni

The Municipal Railway is dedicated to providing its customers with a high level of service. Below are
expectations that, when observed by both customers and by Muni, will make the customer's ride as smooth
as possible.

What Customers Can Expect from Muni

All lift-equipped buses will clearly display the International Symbol of Accessibility (ISA) at the front. Muni
will ensure that all accessibility equipment is working properly.

Operators will

Be courteous and respectful to passengers.

Call out major stops, intersections, and all transfer points as well as any other stops requested.
Lower the lift or kneeler on accessible vehicles upon the rider's request.
Give instructions on how to use the accessibility equipment upon request.
Lower the lift at any stop upon request. Note that a few stops are not recommended for lift use due
to sharp grades or insufficient space for the rider to get off the lift once it has been lowered. These

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stops are clearly marked by a symbol painted on the street.

Upon request, ask other customers to make a seat or wheelchair securement area available for
seniors or riders with disabilities.
Assist with securements when requested.

What Muni Expects from Customers

Customers will

Be courteous and respectful to Muni operators.

Ask the operator any questions or request any assistance required.
Ask the operator to kneel the bus if needed.
Ask the operator for assistance with lifts and securements if necessary.
Communicate your desired stop to the operator. If oral communication is difficult, a note card with
your destination on it is helpful.
Use caution when the vehicle is in motion.
Have your cash fare, pass or other proof of payment ready to show the operator.
Be prepared to show appropriate photo ID when paying the Discount Fare. Please see the section on
Discount Fares for more information.
Ask the operator to call out a particular stop if needed.

Travel Training
If you would like to improve your skills or gain more experience using the Muni system, consider signing up
for free travel training. Travel training provides an opportunity to use transit with an experienced Muni
rider, either one-on-one or in a group setting. Many of the travel trainers are themselves persons with
disabilities. Individuals who successfully complete travel training receive a free Discount pass for the month
following the training. Call 415-351-7063 for more information on travel training.

Paratransit
Muni provides paratransit service (using ramp taxis, sedan taxis and lift-equipped vans) through a
Paratransit Broker to accommodate individuals who are unable to use public transit and who meet the
eligibility requirements of the Americans with Disabilities Act. Paratransit van and taxi providers work under
contract to the Paratransit Broker and are subsidized by Muni.

Muni has a long history of community involvement regarding paratransit services, and currently works with
a community advisory group, the Paratransit Coordinating Council (PCC), on paratransit service issues. The
PCC, which meets approximately every six weeks, consists of seniors, persons with disabilities, service
providers, and representatives from social service and public agencies; their meetings are open to the
public. If you would like more information about the PCC, contact the Muni Accessible Services Program at
415-701-4485 (TTY/TDD 701-4730).

If you are unable to use Muni's fixed route (bus or Metro) system because of a physical or cognitive
disability, contact the Paratransit Broker at 415-351-7000 to apply for the paratransit service and to be
certified under ADA eligibility guidelines. Applicants may be certified fully eligible or conditionally eligible.
Conditionally eligible riders use paratransit only on selected trips; for example, when the needed bus line is
not fully accessible, or when the individual is unable to use transit independently due to the condition of
the terrain at a needed stop. Conditionally eligible paratransit riders are encouraged to take advantage of

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free travel training (see previous page).

If you are a paratransit user planning to visit from outside San Francisco, you are advised to make
arrangements in advance of your arrival.

Basic Information
Phone number (all are 415 area code,
Department
unless otherwise noted)
Accessible Services 701-4485 (TTY/TDD 701-4730)
Muni Transit Information San Francisco 3-1-1 Customer Service Center
Muni Website www.sfmta.com
Muni Lost and Found San Francisco 3-1-1 Customer Service Center
351-7000
San Francisco Paratransit Broker (Muni Paratransit)
TTY 351-3942
Bay Area Travel Information 511
989-2278
Bay Area Rapid Transit (BART)
TTY 510-839-2278
BART Station Elevator Information 888-2-ELEVAT
510-839-2931
Alameda-Contra Costa Transit (AC Transit)
TTY 800-448-9790
East Bay Paratransit Consortium (BART/AC 800-555-8085, TTY 510-287-5065
Transit/Paratransit)
County Connection (Contra Costa) 925-676-7500
Alameda-Oakland Ferry 510-522-3300
Golden Gate Transit & Ferry 923-2000, TTY 257-4554
Whistlestop Wheels (Golden Gate Transit 800-454-0964
Paratransit)
SamTrans (San Mateo County Transit) 800-660-4287, TDD 650-508-6448
Rediwheels (SamTrans Paratransit) 800-660-4287, TDD 650-508-6448
Santa Clara Valley Transportation Authority (VTA) 408-321-2300, TTY 408-321-2330
800-400-3440, Teleprinter 408-436-
Outreach (VTA Paratransit)
0155
Alameda Oakland Ferry 510-522-3300
Harbor Bay Ferry (commuter service to Harbor Bay 510-769-5500
Isle in the City of Alameda)
Vallejo Baylink Ferry 707-64-FERRY
Caltrain 800-660-4287, TTY 650-508-6448
San Francisco Airport Transit Information 800-SFO-2008

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Other Transit Connections

San Francisco has excellent connections to other counties in the Bay Area. The Bay Area Rapid Transit
System (BART) service San Francisco, northern San Mateo County, and Alameda and Contra Costa
Counties. You may make accessible transfers between Muni Metro and BART using elevators within The
Embarcadero, Montgomery Street, Powell Street, and Civic Center and Balboa Park Stations. The Transbay
Terminal at Mission and Second Streets in downtown San Francisco is a transit hub serving Muni and other
systems, including SamTrans (San Mateo County Transit), AC Transit (Alameda and Contra Costa County),
and Golden Gate Transit (Marin and Sonoma). The CalTrain Station at 4th and King Streets, served by the
N-Judah Metro line, is the terminal for commuter rail service to San Mateo and Santa Clara counties. In
addition, the Ferry building has terminals for ferry service to the East Bay, Marin County, and Vallejo.
Please call these agencies (see numbers above) for more information.

Ballpark Service
The Muni system provides accessible service to PacBell Park and Candlestick Park. There is regular service
to PacBell Park on the N-Judah Metro line and the 10 Townsend, 15 Third Street, and 47 Van Ness bus
lines. Special Metro Ballpark Shuttle service is also provided on game days only. The shuttles run from
Balboa Park Station along the N-Line to PacBell Park beginning 2 hours before game time. For more
information about this service, contact Passenger Information at 415-673-6864, TTY 415-351-3443.

Accessible Ballpark Express service to Candlestick Park is provided on the 9X, 28X and 47X lines for 49ers
home games. Contact Muni Passenger Information to learn more about this service.

Security
The Muni system is patrolled by officers of the San Francisco Police Department either in plain clothes or in
uniform. In addition, some Muni buses and streetcars area equipped with security video cameras.

Muni Accessibility Advisory Committee

Muni's Accessibility Advisory Committee (MAAC), composed of seniors and persons with disabilities, advises
Muni on its transit service and transportation projects. MAAC is always looking for new members and
encourages interested individuals to participate. The monthly MAAC meetings are open to the public. For
more information, contact the Accessible Services Program at 415-923-6142.

Informational Material

The Municipal Railway provides a variety of publications on its programs and services. These include the
Muni Map, the Timetable, the Access Guide, newsletters from Accessible Services and from the Paratransit
Coordinating Council, and a variety of other printed material that is frequently updated. Please call Muni
Information 415-673-6864 or Accessible Services at 415-923-6142 for more information.

Accessible Formats

Muni offers its publications in various accessible formats, such as large print, cassette, and computer disk.
Contact the Accessible Services Program for more information.

Commendations & Complaints

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All Muni riders are encouraged to call in with any commendations or complaints regarding Muni accessibility
and service. In order to effectively follow up on your commendation or complaint, we request that you
provide as much of the following information as possible when describing the incident you are referring to:

Route number or letter

Location
Date of occurrence
Time of occurrence
Vehicle number
Direction of travel
Operator number
Description of incident

For visually impaired passengers, the vehicle identification number can be found both in Braille and raised
letters at the front of all Muni vehicles on the panel directly behind or beside the driver, approximately five
feet above the floor. In addition, there are large numbers at the front and rear of the exterior of Muni
buses, and inside the vehicle above the operator.

You can register a complaint specifically related to accessibility by calling Accessible Services (923.6142,
TTY 351.3443) or Passenger Services (923-6164, TTY 351.3443). When a complaint is filed against an
operator, Muni Passenger Services will investigate and, if appropriate, will schedule a hearing. Muni
encourages its customers to attend complaint hearings. Regarding equipment problems, Muni will also
follow up with the appropriate maintenance personnel to make sure that all accessibility equipment is
functioning properly.

Glossary
Term Definition
The Americans with Disabilities Act is a civil rights act. It includes provisions for access to
fixed-route transit service for persons with disabilities, and comparable paratransit service
A.D.A.
for individuals with disabilities unable to use fixed-route services.

Transit service that operates on a fixed schedule and along fixed routes. For Muni this
Fixed-
includes service provided by buses, trolley buses, light rail vehicles, streetcars, and cable
route
cars.
service

Inbound Direction of Muni service, usually heading toward downtown San Francisco.

Jump seat A Muni bus seat unit that flips up to expose a securement area for a wheelchair.

A mechanical device allowing the bus to lower at the front, making it easier for passengers
Kneeler
to step into the stepwell.
A mechanically operated level platform that can be raised from street or sidewalk-level to
Lift assist mobility impaired persons to get on and off Muni vehicles.

Light rail vehicle. These modern streetcars operate in the Muni Metro system, both
LRV
underground and on the street.
Muni Accessibility Advisory Committee. A community advisory body to the Municipal Railway
that addresses issues regarding accessibility improvements and service quality on Muni's
MAAC
fixed-route system. The committee is made up of Muni customers who are seniors and/or
persons with disabilities.

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Operator Another term for driver.

Outbound Direction of Muni service, usually heading away from downtown San Francisco.
A transit service of Muni, including lift vans, taxis, and group van service available for
Paratransit individuals who are unable to use the regular fixed-route service because of a physical or
cognitive disability.
Paratransit Coordinating Council. A community advisory body to Muni that addresses issues
of paratransit service and service quality monitoring. The group consists of seniors, persons
PCC with disabilities, service providers, and representatives from social service and public
agencies.

The boarding and exiting area for Muni Metro vehicles that is level with the floor of the
Platform
vehicle.
Fare payment system requiring customers to have a ticket, transfer, or pass to enter the
Proof of paid area of a station or to ride a train. Customers with proof of payment may board a train
payment at any door. Those needing to pay cash fare must board at the first door of the first car of a
train and deposit their fare or token in the farebox.
The Municipal Railway was originally named for these light rail vehicles that run on tracks,
Streetcar are powered by overhead electric wires, and have an operator on board. These vehicles
operate in the Muni Metro and on the F-Line on Market Street.
An infrared wireless communication system that provides directional human voice messages
Talking to facilitate travel for the blind and visually impaired. These signs are installed at Powell
Signs Street Station, Stonestown, San Francisco State, and at the surface stations along The
Embarcadero and King St.
A Muni vehicle that has rubber tires, and is powered by electricity through overhead wires.
Trolley bus An operator is on board.

Fares for Muni Service

Fares through August Fares effective Sept.
Fare Category
2003 2003
Muni Fare (Buses and Streetcars) $1.00 $1.25
Youth (Ages 5-17) 35 35
Children under 5 Free Free
Disabled and Seniors (with ID) 35 35
Monthly fast pass $35.00 $45.00
Discount monthly pass or sticker for youth, elderly $8.00 $10.00
or disabled
Cable Car full fare $2.00 $3.00
Cable Car discount fare (before 7 am and after 9 $1.00 $1.00
pm)

(Fares are subject to change. Contact Muni Information at 415-673-6864, TTY 415-351-3443 for more
information.)

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Transfers

Transfers are issued free when a cash fare is paid, and are valid for unlimited trips in any direction until the
time shown. No transfers are issued or accepted on cable cars.

Monthly Passes and Stickers

Call 673-Muni for locations throughout the City where fast passes and discount monthly passes and stickers
are sold. Monthly passes are valid for the calendar month they are issued plus the first three days of the
following month. They are valid for unlimited use on all of Muni, including cable cars. Holders of the
Regional Transit Discount ID card are eligible for discount monthly stickers, which must be placed on the
card at the location indicated. Also eligible for discount passes are riders aged 65 and older, who must
present valid photo ID to use monthly discount passes.

Proof of Payment

Muni requires customers to have proof of payment on all five Metro lines, including anywhere inside the
fare gates and on the platforms at underground stations, from The Embarcadero Station to the West Portal
Station. Proof of payment allows customers to board any door of a Metro vehicle. Valid forms of proof of
payment include a transfer or fare receipt, a ticket, a BART Plus pass or any type of Muni pass. You must
carry your proof of payment at all times while traveling within the Muni Metro System. Muni monthly
stickers on Golden Gate Transit, AC Transit, Samtrans, Caltrain, or Vallejo Ferry passes are also accepted.
Customers needing to pay cash fare can purchase a ticket from a ticket vending machine (TVM) at some
surface locations. TVMs are located on all high-level surface platforms, at the N-Judah stations along The
Embarcadero and King Street, and at the Stonestown and San Francisco State University stations on the M-
line. TVMs will be installed at some locations on the Third Street light rail line. Customers can also pay their
fare with cash or a token by boarding the first door of the first car and depositing their fare in the farebox.
Exact change is required. No change is given. The operator will issue a transfer that will serve as proof of
payment.

Note: Muni Fare Inspectors may ask you for proof of payment on board any J-, K-, L-, M-, or N-line
streetcar, or on Metro station platforms between The Embarcadero and West Portal. If you do not have
proof of payment, they can issue a citation for up to $250.

Accessible Muni Lines

1AX California Express
1BX California Express
2 Clement
5 Fulton
9 San Bruno
9X San Bruno
10 Townsend
12 Folsom
14 Mission
14L Mission Limited
15 Third Street
17 Park Merced
18 46th Avenue
19 Polk
22 Fillmore
23 Monterey
24 Divisadero

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26 Valencia
27 Bryant
28 19th Avenue
28L 19th Avenue Limited
29 Sunset
30 Stockton
30X Stockton Express
31 Balboa
31AX Balboa Express
31BX Balboa Express
33 Stanyan
35 Eureka
36 Teresita
38 Geary
38L Geary Limited
38AX Geary Express
38BX Geary Express
39 Coit
43 Masonic
37 Corbett
44 O'Shaunessy
45 Union-Stockton
47 Van Ness
48 Quintara
52 Excelsior
53 Southern Heights
54 Felton
56 Rutland
67 Bernal Heights
71 Haight-Noriega
71L Haight-Noriega Limited
76 Marin Headlands
80X Gateway Express
81X Caltrain Express
82X Presidio & Wharves Express
89 Laguna Honda
90 Owl
91 Owl
108 Treasure Island
L Owl
N Owl

Illustrations by Michael-Che Swisher

Publication date: July 2002 (Accessible Services phone numbers updated May 16, 2006)
San Francisco Municipal Railway • Accessible Services Program
1 South Van Ness Ave., Fl. 3 • San Francisco, CA 94103• 415-701-4485 • TTY/TDD 415-701-4730

©2002-2006 San Francisco Municipal Railway. All rights reserved.

Last updated February 27, 2009

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