Customer Rights

Customers using public transit are given equal access, seating and treatment without regard to race, color, national origin or disability. These rights also apply to service frequency, vehicle age and quality and trolley stop quality (FTA Circular 4702.1).

1. Accessibility:

All Trolleys are accessible to riders using wheelchairs and are ADA Compliant. High level of service is equally provided to all Trolley passengers.
For ADA Complaints/requests please click here.

Additionally, the City of Miami Beach has a Disability Access Committee (DAC) that reviews, formulates, and coordinate information regarding programs for the persons with disabilities in the City. For additional information regarding the committee’s program and scheduled meetings please click here.

2. Notice of Rights under Title VI

The City of Miami Beach values diversity and welcomes input from all interested parties, regardless of cultural identity, background or income level. Moreover, the City believes that the best programs and services result from careful consideration of the needs of all of its communities and when those communities are involved in the transportation decision-making process. Thus, the City does not tolerate discrimination in any of its programs, services or activities. Pursuant to Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act of 1990 (ADA), Section 504 of the Rehabilitation Act of l973 (Section 504), as well as other related federal and state laws and regulations, including Federal Transit Administration (FTA) and Federal Highway Administration (FHWA) regulations, and the Florida Department of Transportation (FDOT) guidelines, the City will not exclude from participation in, deny the benefits of, or subject to discrimination anyone on the grounds of race, color, national origin, sex, age, disability, religion, income, or familial status.

3. Compliant Procedure

The City has established a complaint procedure and will take prompt and reasonable action to investigate and eliminate discrimination when found. Any person who believes that he or she has been subjected to discrimination based upon race, color, national origin, sex, religion, age, disability, familial, or income status in any of City’s programs, services or activities may file a complaint with the City’s Title VI/Nondiscrimination Coordinator:

Name: Marla Alpizar
Director of Human Resources
Address: 1700 Convention Center Drive
Phone: 305.673.7520
TTY: 7-1-1 (Florida Relay)


The complaint must contain the identity of the complainant; the basis for the allegations (i.e., race, color, national origin, sex, religion, age, disability, income, or familial status); a description of the alleged discrimination; and, the date of occurrence. If possible, the complaint should be submitted in writing. If the complaint cannot be submitted in writing, the complainant should contact the Title VI/Nondiscrimination Coordinator for assistance. Please click here for the Discrimination Complaint Form.  The Title VI/Nondiscrimination Coordinator will respond to the complaint within thirty (30) calendar days and will take reasonable steps to resolve the matter. Should the City be unable to satisfactorily resolve a complaint, the City will forward the complaint, along with a record of its disposition, to the appropriate District of the Florida Department of Transportation (FDOT).
Should the complainant be unable or unwilling to complain to the City, the written complaint may be submitted directly to the Florida Department of Transportation (FDOT):

Florida Department of Transportation
Equal Opportunity Office
ATTN: Title VI Complaint Processing
605 Suwannee Street MS 65
Tallahassee, FL 32399

If information is needed in another language please contact 305.673.7080.
Si desea información en español, puede llamar al 305.673.7080.
Pou resevwa enfómasyon sa a an kreyól silvouple rele 305.673.7080.

Important Information