Contact

Burlington Metro serves riders, planners, and community members who need authoritative information about public transit service in the Burlington metropolitan area. This page outlines the geographic scope of Burlington Metro's service, how to structure a message for the fastest resolution, what response timelines to expect, and what supplementary channels exist beyond direct contact. Understanding which category a question falls into before reaching out reduces handling time and routes inquiries to the correct department on the first attempt.

Service area covered

Burlington Metro operates fixed-route bus service across the greater Burlington, Vermont metropolitan region. The service area encompasses Burlington proper alongside connected municipalities including Winooski, South Burlington, Williston, Shelburne, Essex Junction, and Colchester. Regional express corridors extend service to additional points along designated express routes.

Inquiries submitted through Burlington Metro's contact channel must relate to service operating within this defined footprint. Requests concerning transit agencies outside this region — including Chittenden County Transportation Authority legacy coordination questions or inter-regional commuter connections — may be redirected to the appropriate operator. Riders uncertain whether a specific stop or corridor falls within Burlington Metro's jurisdiction can consult the routes and lines index before submitting.

Paratransit and ADA-eligible demand-response service covers a 3/4-mile corridor on either side of fixed routes, consistent with the minimum threshold established under 49 C.F.R. § 37.131 (Federal Transit Administration ADA paratransit requirements). Questions about eligibility certification, scheduling, or trip modifications for paratransit fall within the contact scope and are routed to the accessibility services team.

What to include in your message

Complete, specific submissions receive faster responses than general inquiries. The following breakdown covers the minimum information needed by subject category:

1. Service or scheduling question — Name the route number or route name, the direction of travel (e.g., northbound toward Essex Junction), and the specific stop or time block in question. Reference the bus schedules page to confirm whether the issue concerns a published time or an observed deviation.

2. Fare or payment question — Identify the fare category (standard adult, reduced fare, student/youth, or monthly pass) and the payment method involved. The fares and pricing and payment methods pages document current structures and accepted instruments.

3. Accessibility accommodation request — State the specific accommodation type needed, whether the request is for a fixed-route trip or a paratransit trip, and whether ADA eligibility certification is already on file. Review ADA compliance documentation before submitting if the request involves a structural or vehicle accessibility concern.

4. Service alert, detour, or real-time tracking discrepancy — Provide the route, date, approximate time, and a description of the observed discrepancy. The service alerts and detours page publishes active disruptions; confirming whether an alert is already posted avoids duplicate submissions.

5. Capital projects, governance, or public meeting matters — Reference the specific project name or board meeting date if known. The public meetings and board page lists upcoming sessions and agendas.

6. Employment inquiry — Direct all hiring and application questions to the employment and jobs section rather than the general contact channel; general inquiries about open positions submitted through the main channel experience longer routing delays.

Omitting the route number or stop location from a service-related message is the single most common factor that extends resolution time past the standard window.

Response expectations

Burlington Metro processes general informational inquiries within 3 business days under normal operating conditions. Accessibility accommodation requests involving paratransit scheduling or certification carry a shorter internal prioritization window, consistent with FTA guidance that ADA-related correspondence receive expedited handling.

General inquiry vs. formal complaint — a key distinction:

A general inquiry is a question, clarification request, or service feedback submission. A formal complaint — particularly one alleging a Title VI civil rights violation or an ADA accommodation failure — triggers a separate review process with defined documentation requirements and response deadlines. Riders with civil rights concerns should consult the Title VI civil rights page, which outlines the formal complaint procedure. Submitting a civil rights matter through the general contact channel without identifying it as a formal complaint may delay the formal process.

Messages submitted without the information outlined in the section above will receive a follow-up request for clarification, which extends resolution by at least 1 additional business cycle.

Additional contact options

Beyond direct message submission, Burlington Metro maintains supporting resources that resolve the majority of common questions without a contact submission:

• Self-service trip planning — The trip planning tool and real-time tracking interface answer the largest volume of routine route and timing questions without staff involvement.
• Mobile app — The Burlington Metro mobile app provides live vehicle positions, push notifications for service alerts, and stop-level arrival estimates for all active routes.
• FAQ resource — The frequently asked questions page consolidates answers to the 40+ most common rider inquiries across fare categories, accessibility services, and schedule interpretation.
• How-to-get-help guide — For riders who are unsure which resource or department handles a specific question, the how to get help guide maps inquiry types to the appropriate channel.
• Public board meetings — Riders wishing to address Burlington Metro leadership directly may do so during the public comment period at scheduled board sessions. Meeting dates, locations, and agendas are published on the public meetings and board page.

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