Muni Rider's Guide

SFMTA home > Transit > Customer info > Info for New Customers > Muni Rider's Guide

Chinese 中文
 Español
Russian русский
tiếng Việt

Introduction

Founded in 1912, the San Francisco Municipal Railway (“Muni”) is one of the oldest transit systems in the world. It is the largest transit system in the Bay Area and seventh largest in the nation, serving more than 200 million customers a year. The Muni fleet is unique and includes: historic streetcars, biodiesel and electric hybrid buses and electric trolley coaches, light rail vehicles, paratransit cabs and vans, and the world-famous cable cars. Muni is overseen by the San Francisco Municipal Transportation Agency (SFMTA), a department of the City and County of San Francisco.

Routes and Schedules

Muni operates 80 routes throughout San Francisco with stops within two blocks of 90 percent of all residences in the city. Some of Muni’s routes operate 24 hours a day. Information on Muni routes, schedule and other information is available by calling the San Francisco 311 Customer Service Center, which offers free language assistance in over 100 languages (415.701.2311 outside of San Francisco) or by visiting the “Routes and Schedules” page at sfmta.com. You can also plan a trip on Muni using the 511 Transit Trip Planner^SM or its accessible version, or by using Google Transit. Complete schedules for regular service are available on the Muni schedules page at transit.511.org—shortcuts are available for specific Muni lines.

Using your smartphone or PDA, you can access route and schedule information by downloading the 511 Transit App or the Muni+ App from the Android market, or the iPhone Muni+ App from the App Store. Visit the 511 Transit App fact page for more information, a fact sheet and FAQs. You can also go to the 511 Mobile website (m.511.org) from your device’s browser and select 511 Transit Trip Planner.

Fares

Proof-of-Payment: Customers must carry proof-of-payment at all times when riding a Muni vehicle. Failure to produce proof-of-payment when asked by an SFMTA Transit Fare Inspector or San Francisco Police Department (SFPD) personnel will result in a citation and a substantial fine. For further information or if you receive a transit citation, please call 415.701.3000 or 311 for more information and free language assistance.

Clipper® Card: If you ride Muni or other Bay Area transit regularly, the easiest way to get around is with a Clipper card , available through a Muni Ticket Vending Machine (TVM) located at all Muni Metro Stations. TVMs accept cash as well as credit and debit cards and provide language assistance in Spanish and Chinese. Clipper cards are also available online at clippercard.com; over the phone, by calling Clipper Customer Service at 877.878.8883; in person, by visiting any participating retail store such as Walgreens or Bay Crossings; or at any of SFMTA’s sales kiosks located at Bay and Taylor, Geary and Presidio, Powell and Market, and Hyde and Beach. In addition, Clipper Cards may also be purchased at SFMTA’s Customer Service Center located at 11 South Van Ness Avenue. For Clipper Card information regarding youth (ages 5-17), senior (65 years and older) and disabled customers please visit sfmta.com/clipper or call 311. Muni monthly passes and/or products of other participating transit operators as well as cash value may be loaded onto the Clipper or RTC ID card using any of the following methods:

TVMs in Muni Metro Stations
Through participating Clipper retailers (Please visit clippercard.com for retailers near you)
Online through the Clipper website (clippercard.com)
By calling Clipper Customer Service at 877.878.8883

Cash: Fares can be paid on surface transportation with any U.S. coins; exact change is required. Customers paying with cash must board through the front doors of the vehicle. When boarding vehicles at a Muni Metro Station you must purchase a Limited Use Ticket from a TVM to access the system through the faregates.

Muni Passports: 1-, 3- and 7-day Passports are good for unlimited rides on all Muni vehicles, including cable cars. 3-day and 7-day Passports are good for three or seven consecutive days. Passports may be purchased in advance at the following locations: SFMTA Customer Service Center, located at 11 South Van Ness Avenue at Market Street; Muni Ticket Sales locations at Market and Powell streets, Hyde and Beach streets near Ghirardelli Square, Bay and Taylor streets, and Geary at Presidio. Passports are also sold every day at the information booths in the baggage claim areas at the San Francisco International Airport. Hours vary by location and are subject to change.

Transfers: A free paper transfer obtained when purchasing a cash fare on any surface vehicle serves as proof-of-payment and is valid for 90 minutes of travel. If you pay with a Clipper card or Limited Use Muni Ticket, a 90-minute transfer is automatically registered on your card or ticket.

Rules/Courtesy

Please be considerate and follow these rules and suggestions:

The following are not allowed on Muni vehicles or at Muni Metro Stations (under San Francisco Transportation Code section 7.2.102 or under section 6 of the Municipal Police Code) and can lead to citations and fines:

Smoking
Eating
Drinking
Playing sound equipment without earphones
Littering

Federal law mandates that the front seats of the bus must be given up for seniors and persons with disabilities. Please do not sit in these seats if a senior or person with a disability needs a seat.

Pets completely enclosed within special carrying cases and police, guide, service and signal dogs are the only animals permitted on Muni.

Please do not leave paper or other refuse on buses or trains.

Allow disembarking passengers to leave the vehicle first before you board, providing them with enough room to depart safely and efficiently.

Set your mobile phone to vibrate, if possible.

Keep your voice low when conversing with fellow passengers and on your cellular phone.

Access for People with Disabilities

All Muni vehicles and customer facilities are accessible to people with disabilities. The SFMTA also contracts for paratransit services that provide door-to-door taxi and van service for those customers who cannot ride regular Muni vehicles. For more information, please contact the SFMTA’s Accessible Services Department by phone at 415.701.4485, Monday through Friday, 9 a.m. to 5 p.m.; by fax at 415.701.4728; or call 311 or visit www.sfmta.com for further information.

Safety/Security Tips and Information

This section provides critical safety rules, practical tips and procedures to follow while riding on Muni. Being informed plays an important role in ensuring your own safety and the safety of those around you.

General Safety in the Muni Metro

On the station platform:

Please stay behind the yellow edge detection tiles. Do not approach the train until it comes to a complete stop in the station and doors are open.
Be aware of the train’s side mirrors as it enters the station and maintain a safe distance.
Allow customers to exit before entering.
Never sit on the platform edge or touch the outside of the trains.
Do not enter the trackway under any circumstances. If you drop something onto the trackway, do not attempt to retrieve it. Contact a Station Agent for help.
If you see a person or an object in the trackway area, alert a Station Agent at once. Do not attempt to rescue the person or retrieve the item.
Stand in the center of the platform in well-lighted areas.
If you need help, use a white courtesy telephone to contact a Station Agent. Telephones are located on the wall in the center section of the platform. For police assistance, please call 911 if using a pay phone or call 415.553.8090 if using a cellular phone.
Muni train doors close automatically; listen for the warning chime. Please keep yourself and your possessions well clear of the doors upon entering and exiting the train.
Station platform edges have special rubber tiles and a noticeable change of texture to alert vision-impaired passengers that they are approaching the edge.

In the station:

Please watch your step on stairs and escalators and hold onto handrails.
ALWAYS supervise children and hold the hands of small children when riding the escalator. Do not allow them to sit or play on stairs or escalators.
NEVER stop, stand or play on an escalator landing. Please exit promptly and do not block the escalator landing.
Please use elevators instead of escalators if you have limited physical abilities or are carrying large packages or luggage, or are carrying a small child in your arms or in a stroller
Be careful to avoid wet areas or debris and report unmarked hazards to the Station Agent.
Avoid using your cell phone, texting or other multitasking while walking.
Do not run in stations or on trains or platforms. Running significantly increases the risk of injuries to you and other passengers.
Roller skating, roller blading, bicycle riding and skateboarding are not allowed in Muni Metro Stations or on trains.
For security reasons, make sure you know where your personal possessions are at all times.
Gasoline, flammable or volatile solvents, acids, etc. are not allowed in stations or on trains.
Fire extinguishers are located on station platforms.

On the train

Do not lean against the doors when inside the train. Hold on at all times when riding the train as sudden stops may occur.
When entering and exiting the train in a Muni Metro Station, be sure to watch your step. There is a gap of approximately three inches between the train and the platform. Be careful when exiting with children. When exiting the train outside of a Muni Metro Station, make sure steps are lowered before attempting to exit; notify the Operator immediately if this has not happened.
Emergency intercoms are located at both sides of the center sections of each car. Press and release the red button and wait for the Operator to respond; push the button when speaking. Use intercoms to report incidents or unsafe conditions. The Operator can contact Muni Central Control if necessary.
Fire extinguishers are located in the cab compartments at either end of the train.
Take time to review the Emergency Procedure signs posted in each train car.
Please keep all personal items out of the way of fellow passengers and do not allow them to block walkways and doorways. Keep your personal items in sight at all times.

On the street

Make sure steps are lowered on trains before exiting the vehicle; inform the Operator immediately if this has not happened.
Look before you exit; automobiles do not always stop for exiting passengers.
Do not attempt to climb over couplers located between train cars. Never ride on a coupler.
Do not cross between trains. You cannot always hear an oncoming train. Only cross in designated crosswalks once the train has cleared.

Medical Emergencies

Calling for help at a Muni Metro Station

In the event of a medical emergency in a Muni Metro Station, contact the Station Agent by using the white courtesy telephone located on the platforms. If Muni personnel are not immediately available, proceed to the nearest phone and call 911 or use your cell phone to call 415.553.8090.

Calling for help on the Train

If a medical emergency occurs on the train, use your cell phone to call the San Francisco Police Department (SFPD) at 415.553.8090. Do not call 911 if using a cell phone. For non-emergencies call the SFPD non-emergency line at 415.553.0123. Give the train location and then contact the Operator using one of the intercoms located at each end of the car.

Calling for help on a Bus, Streetcar or Cable Car

If a medical emergency occurs on a bus, streetcar or cable car, use your cell phone to call 415.553.8090. Do not call 911 if using a cell phone. Give the vehicle location to the best of your ability, then notify the Operator or Conductor.

Evacuation Procedures for Muni Vehicles

Overview

In the event of an emergency, remain calm—don’t panic—and follow the instructions of Muni or rescue personnel. In general, the safest place to be is usually onboard the Muni vehicle. By staying onboard, you allow the Operator to choose from a number of actions to ensure your safety, including moving the vehicle to a safe location; calling for emergency personnel; and, on our trains, going to the reverse end and moving the train out of danger. Do not evacuate a Muni vehicle unless instructed to do so by Muni personnel or emergency response personnel. Please assist children, elderly, disabled and any other passengers who require assistance. Leave behind wheelchairs, strollers and large packages.

Evacuation procedures vary depending on the type of Muni vehicle you are on:

Train evacuations

FOLLOW INSTRUCTIONS: Listen for instructions from the Operator, other Muni personnel or rescue personnel.
EMERGENCY DOOR RELEASE: To open the door manually after the train stops, pull the red handle down (located to one side of the train doors) and slide door sideways to exit. Use the door release only in emergencies.
TUNNEL EVACUATION: Never leave a train between stations unless instructed by Muni or rescue personnel. High voltage electrical systems that power the trains can be extremely dangerous. If you are instructed to evacuate, exit towards outside wall and proceed onto emergency walkway. Walk towards nearest station or emergency tunnel exit, illuminated with yellow fluorescent light and marked with “EXIT” sign, whichever is closer. Listen for instructions from Operator, other Muni personnel or rescue personnel. If necessary, emergency phones are located in the tunnel and subway areas and are marked with a blue light. Pick up the receiver for a direct line to Muni Central Control.
STREET EVACUATION: If evacuating from an LRV on the street, make sure steps have been lowered before exiting the vehicle, be aware of oncoming traffic and move to sidewalk. Do not walk between cars or between trains.

Bus evacuations

FOLLOW INSTRUCTIONS: Listen for instructions from the Operator, other Muni personnel or rescue personnel.
EMERGENCY REAR DOOR RELEASE: To open the rear doors of a bus in the event of an emergency, break the glass in the small enclosure located beside the rear doors, then turn the handle and pull the doors open manually.
EMERGENCY WINDOW RELEASE: Follow the instructions on the red Emergency Exit signs located beside the windows. Pull the red handle. The window frame will swing out.
EMERGENCY EXIT THROUGH BUS ROOF: Motor coaches and trolley coaches are equipped with roof escape hatches. Follow instructions on the hatch to pop out to use as an exit.

Streetcar evacuations

FOLLOW INSTRUCTIONS: Listen for instructions from the Operator, other Muni personnel or rescue personnel.
EMERGENCY REAR DOOR RELEASE: To open the rear doors of a streetcar in the event of an emergency, break the glass in the small enclosure located beside the rear doors, then turn the handle and pull the doors open manually.

Security Tips

The following are important guidelines regarding security on Muni:

Personal Safety

Always be alert and aware of the people around you.
If carrying a purse, hold it tightly and close to your body; if carrying a wallet, keep it in a front pocket.

Keep you and your belongings safe

Please be aware that passengers using smartphones, tablets and laptop computers on Muni vehicles—and while waiting for Muni vehicles at Muni bus stops, bus shelters and light rail vehicle platforms—are often the targets of criminals. Be aware of your surroundings while traveling on Muni. Suspects prey on victims using these devices knowing they are distracted while texting or listening to music on PDAs, using laptops and talking on cellular phones. Limit the use of these devices and always be aware of other passengers on the vehicle. For emergencies or for crimes in progress, call the SFPD at 415.553.8090 if using a cell phone, or 911 if using a pay phone. For non-emergencies please call the SFPD non-emergency line at 415.553.0123. If you are attacked, scream or blow a whistle in order to bring attention to your situation.

While Riding Muni

Keep your packages, briefcases, backpacks, etc., with you at all times.

If you see an unattended package, do not attempt to touch it, pick it up or move it. Leave in place and notify an Operator, Station Agent, other Muni personnel or call 911. Provide a description of the package and location.

Familiarize yourself with station exits and the locations of fire extinguishers, station intercoms and pay phones.

When waiting for a Muni vehicle, stay in a central location that is occupied by other customers when possible.

Most Muni customers use the same travel pattern each day and become very familiar with stations, stops, vehicles and SFMTA employees, as well as other customers. Be alert for suspicious people or objects. Most, of course, are harmless, but if you are genuinely concerned, inform a police officer or SFMTA employee.

During off-peak hours, ride as near to the Operator as possible. If someone bothers you, move to another seat or car and notify the Operator. Operators can be contacted by using the intercom at each end of every train car and can contact Muni Central Control if necessary.

If you are on a platform or inside a station, you may use a white courtesy telephone that goes directly to the Station Agent. The Station Agent can then take appropriate steps.

Inform Your Children

If your children ride Muni vehicles alone, please advise them on how to handle themselves around strangers. Teach them how to contact the police, Muni Operators and Station Agents for assistance and help.

Title VI Notice

The San Francisco Municipal Transportation Agency (SFMTA) is committed to operating its programs and services without regard to race, color or national origin in accordance with Title VI of the Civil Rights Act of 1964. If you believe you have been excluded from, denied the benefits of, or been subjected to discrimination, you may file a written complaint with the SFMTA’s Office of Agency Oversight or by calling the San Francisco 311 Customer Service Center. Federal law requires that complaints be filed within one-hundred eighty (180) calendar days of the alleged incident. For additional information or to file a Title VI Complaint, please contact the Office of Agency Oversight at OfficeofAgencyOversight@sfmta.com or call 311 or 415.701.4407 for more information and free language assistance. Complaints may also be filed with the Federal Transit Administration.

Information and Contact Numbers

Customer Service

The SFMTA provides multilingual customer service by telephone through the San Francisco 311 Customer Service Center and in person at the SFMTA Customer Service Center.

For information on Muni routes, schedules, fares, accessibility, safety, security, and other SFMTA programs and services, including how to file a complaint, commendation or register a comment, please contact the San Francisco 311 Customer Service Center for free language assistance in over 100 languages, 24 hours a day, seven days a week, 365 days a year including holidays:

Voice within San Francisco: 311. Press 4
Voice, outside San Francisco: 415.701.2311. Press 4
TTY: 415.701.2323

For in-person, multilingual customer service, please visit the SFMTA Customer Service Center

Located at 11 South Van Ness Avenue, San Francisco (near Market).
Open 8 a.m. to 5 p.m., Monday through Friday
Near Van Ness Muni Metro Station (accessible via all Metro lines)
F Line and 6, 9, 9L, 14, 14L, 47, 49, 71, and 71L routes

In-person services include:

Loading Muni monthly Adult, Senior and Youth passes on a Clipper card
Buying 1-, 3- and 7-Day Muni Visitor Passports and maps ($3 fee per customer)
Buying Lifeline passes, for eligible customers only. (Eligibility for Lifeline Passes is obtained through the San Francisco Human Services Agency).
Obtaining parking permits
Paying parking and transit citations ($3 fee per customer)
Buying parking meter cards ($3 fee per customer)

Information also available online:

San Francisco 311 Customer Service Center website at www.sf.311.org

Accessible Services Contacts

One South Van Ness Avenue, 7th Floor
San Francisco, California 94103-1267
Phone: 415.701.4485 or 311
Fax: 415.701.4728
Hours: Monday-Friday, 9 a.m. to 5 p.m.

Clipper Information:

Online at clippercard.com or by calling the Clipper Customer Service Center at 877.878.888.

Graffiti or other vandalism: Report vandalism while it’s happening on Muni by texting the four-digit bus number to 415.710.4455 (text only).

Construction: 415.701.4200

Lost and Found: contact 311 within San Francisco or 415.701.2311 outside of San Francisco or use the self-service form available at sfmta.com.

Regional Transportation Information : Comprehensive regional transportation information is now available by phone at 511 and on the Web at 511.org. 511 offers information about routes, schedules, fares and hours of operation for any of the Bay Area's transit providers including Muni. The 511 service is free of charge. To access 511 from outside the nine-county Bay Area, call 510.817.1717 (this is not a toll-free call). For TDD access, dial 711 within California.

311 Free language assistance / 免費語言協助 / Ayuda gratuita con el idioma / Бесплатная помощь переводчиков / Trợ giúp Thông dịch Miễn phí / Assistance linguistique gratuite / 無料の言語支援 / 무료 언어 지원 / Libreng tulong para sa wikang Tagalog / คว“มช่วยเหลือท“งภ“ษ“โดยไม่เส’ยค่าใช้จ่าย

Explore:

Share/follow:
Transit links:
- Top
- Updates
- Routes & Schedules
- Maps
- Fares & Sales
- Customer Info
- Fleet Info
Sitewide links:
Visit the 311 Self-service portal


Transit Bike Livable Streets Taxi Walk Parking Traffic About Us

Accessibility Info Bikes on Transit Links Lost and Found Safety Shelters Tips and Rules Visitor Info New Customers