A new chapter for Metro Flex in Northshore and Juanita

We’ve taken a closer look at how people travel in two of our on-demand Metro Flex districts and are fine-tuning their boundaries to reach even more riders. By following the data on where riders start and connect and which neighborhoods are growing, we’ve learned more about how and where people want to travel.

Great customer service means staying in tune with how our riders move around, and these new boundaries will help us deliver even better service in the current Northshore and Juanita areas.

With new boundaries comes one new name: The Juanita service area will become Juanita/Totem Lake. (The Northshore name remains the same.)

Riders can use the Metro Flex app to book on-demand rides and travel to local places and connect to fast, frequent bus service to the rest of the region.

How we got here

The changes started with a simple question: How can Metro Flex reach more people and more destinations while keeping travel easy and reliable?

Local jurisdictions and Metro teams worked together to answer it. They studied ridership patterns, looked at where people transfer to frequent bus service and paid close attention to communities that are growing. The result is a set of thoughtful changes designed to strengthen connections and improve access.

“These Metro Flex updates reflect what community members told us they need: Convenient connections, better access and service that truly supports daily life,” said Katie Chalmers, Metro Service Development Supervisor. “Customer service means listening—and designing transit that puts people first.”

Northshore update: A hub at the heart of it all

On a typical weekday morning at the Kenmore Park & Ride, buses come and go and riders stream in from nearby neighborhoods. This is the center for local transit, and it will anchor the Northshore Metro Flex service area, too.

Starting April 20, 2026, the Northshore zone will:

• Focus service around the Kenmore Park & Ride.
• Step back from Snohomish County.
• Expand into downtown Bothell, where shops and housing continue to grow.

The goal is simple: make it easier for riders to reach the places they visit most, whether that’s a transit hub, a café in Bothell or a local appointment.

Juanita/Totem Lake: A new name for a busy community

A few miles south, another change is coming to Flex. The Juanita service area has long connected riders to neighborhood destinations, but the community around Totem Lake has been evolving fast. New housing, medical services and retail have turned the Totem Lake Transit Center into a major anchor.

To reflect that shift, the Juanita service area will become the Juanita/Totem Lake Service Area. As the new boundaries center on the Totem Lake Transit Center, riders gain a stronger link to local destinations and the regional transit network.

Learn more

More information on the Metro Flex app can be found here, along with maps and other useful information.

All existing King County Metro reduced fare programs, including ORCA LIFT, are accepted, and all youth 18 and younger ride free. Using an ORCA card allows passengers to transfer for free to bus and Link light rail. Riders may also pay with credit or debit card via the app, but cannot tap to pay aboard Metro Flex vans with anything but an ORCA card. Cash is not accepted, and drivers can’t accept tips.

You can use your phone to tell Metro Flex where you are and where you want to go. You’ll receive a nearby pickup location only a short walk away. Metro Flex vans use “virtual bus stops.” Customers may be asked to take a short walk to the virtual bus stop—the app provides walking directions.

Got a bicycle? You can indicate that in your app preference prior to pick up, so you can connect with a van carrying a bike rack.

In addition to people requiring a wheelchair-accessible vehicle, if you need other mobility assistance, or have trouble walking short distances, just indicate this within your Metro Flex profile. If you book rides over the phone (206-258-7739) tell the customer service agent about your ride support needs as well.

Only one wheelchair passenger will fit in each Metro Flex vehicle. The wheelchair ramp can accommodate up to 800 pounds and wheelchairs up to 36 inches wide.

Looking Ahead

Every service change tells a story about how a community is evolving. These new Flex boundaries are another step toward a future where local transit is more inclusive, more flexible and more connected to the rhythm of daily life.

Whether you’re heading to a transit connection, a lunch spot or just across the neighborhood, Metro Flex is here to make the journey easier. We’re excited to share the next chapter with you.