Bus and Trolley Stop Problems in San Diego

MTS says the security hotline accepts photos and videos, and asks for as much detail as possible, such as the train number, direction and line. You can also notify the bus or Trolley operator. MTS says more than 200 security officers patrol the three Trolley lines and buses: Code Compliance Inspectors wear yellow uniforms and the contracted security team wears light blue. MTS lists behaviors that are unlawful on its vehicles and property and can result in a citation, among them smoking, littering and parking in a bus loading zone.

This guide covers stops inside the City of San Diego. MTS serves the southern and eastern parts of San Diego County; North County is served by NCTD, whose information line MTS lists as 760-966-6500. For other problems in the City, see our guide to reporting a problem to the City of San Diego.

A bus stop is shared ground. The San Diego Metropolitan Transit System (MTS) runs the service and the stop furniture; the City of San Diego owns the street and sidewalk around it. MTS's Transit Amenities Policy (effective July 1, 2021) says MTS determines the routes, stops, frequencies and hours of operation, and describes what it provides:

For problems with the stop itself, contact MTS. Its customer feedback form has a Bus category and a Sanitary Concern category, and fields for the date, time, route and the station or stop. You can also call Customer Service at 619-557-4555, weekdays from 8 a.m. to 5 p.m.; MTS says voicemail is available after business hours.

• Damaged or dirty shelter. Broken glass or panels, a damaged roof, or a shelter that needs cleaning. Say what is damaged and where on the shelter.
• Broken or missing bench. MTS says it typically installs a bench at each shelter, but occasionally omits or removes one to make more room for passengers to circulate and queue, when working with local communities on loitering issues. A bench missing on purpose may not come back.
• Shelter light out. MTS says its current shelter design has solar-powered lighting that does not need an outside power source, and that this design replaced all of its original shelters by 2020. A dark shelter is an MTS report. A City street light on a pole nearby is a City report (see below).
• Missing, damaged or wrong stop sign or schedule. MTS says each bus stop blade lists the routes serving the stop and an individual stop number, and that schedule displays are installed at transit centers, major transfer points, significant destinations and busy stops. Most MTS shelters have an information panel for a schedule, route map or other information.
• Need an answer sooner? The feedback page says that for a more immediate response, contact MTS Information and Trip Planning at 619-233-3004, open 5:30 a.m. to 8:30 p.m. Monday through Friday and 7 a.m. to 7 p.m. on weekends. It also helps with routes, times and bus stop information. InfoExpress, MTS's 24/7 recorded route and schedule line, is 619-685-4900.

Stops that move or close. MTS's Designing for Transit manual says that when construction closes a bus stop, a minimum of two weeks' notice is required at the stop. If a stop has disappeared without a notice, ask MTS.

• MTS runs the whole station. MTS's amenities policy says it provides seating, canopies, information kiosks, next-arrival signs and at least two ticket vending machines at Trolley stations, and installs and services the trash and recycling cans at all of them. Report a problem at a station to MTS Customer Service or the feedback form, choosing the Trolley category and the line.
• Cleaning. MTS's cleaning page says each station is deep cleaned one to two times per week, including pressure washing and gum scraping.
• Security. MTS says cameras are installed at all Trolley stations and on all buses and Trolleys. For a concern on a train or platform, call or text MTS Security at 619-595-4960; in an emergency, call 911.

The City's parking enforcement page lists parking "in a bus stop" among the rules that apply whether or not there are signs or curb markings present. San Diego Municipal Code section 86.0120 makes it unlawful for any vehicle to stop, stand or park in a bus loading zone, except public transit buses operated within the City (see the Municipal Code, Chapter 8, Article 6, Division 1). MTS's design manual lists red curbs as a standard feature at its bus stops.

The City's parking citation fine amounts list, as of November 1, 2026 (all amounts include an $11.00 California state surcharge):

• How to report it. Use the Get It Done parking form or app. As of November 1, 2026, the form has no separate bus stop category; if the curb is red, choose Red Zone and say in the description that the car is in a bus stop. Include the plate, make, model, color and a photo showing the car and the curb or bus stop sign.
• When it is reviewed. The form says parking zone reports are reviewed for enforcement 7 days a week, 7 a.m. to 8:30 p.m., and to call the Police non-emergency line at 619-531-2000 for urgent issues outside those hours.
• Red curb worn away? Faded curb paint is a Get It Done Curb report. As of November 1, 2026, the form estimates 200 days for faded paint.

Other parking rules are in our blocked driveways and illegal parking guide.

• Trash can at an MTS shelter. MTS says it provides or contracts for trash and recycling cans at MTS-contracted bus shelters, transit centers and Rapid stations. Report an overflowing or damaged one to MTS; the feedback form has a Sanitary Concern category.
• Trash can at other stops. MTS says that at all other stops, trash cans (if any) are installed, serviced and controlled by an outside entity, typically a city, business improvement district or adjacent property owner. A public street litter container maintained by the City that is overflowing, damaged or missing goes to the City's Environmental Services Department Contact Center at 858-694-7000, Monday through Friday from 6:30 a.m. to 5 p.m. The City lists it among the violations that are not a Get It Done report type. See our street sweeping and litter cans guide.
• Graffiti. Report it with the Get It Done Graffiti form or the Graffiti Hotline at 619-527-7500. The City's Guide to Get It Done Reports and Services says graffiti reports may be handled by the City or an alternate provider, and names MTS among them. Reports referred to another provider are marked "Referred" and do not receive further status updates. You can also tell MTS directly through its feedback form. See our graffiti guide.

• Broken or raised sidewalk. The sidewalk is a City report: use the Get It Done Sidewalk form. As of November 1, 2026, it estimates 6 days for mitigation such as an asphalt ramp, and multiple years (8+) for permanent repairs. For an urgent hazard, call the City at 619-527-7500. See our sidewalk repair guide.
• Accessibility of the stop or station. MTS takes ADA complaints about the accessibility of its system at ADAComplaints@sdmts.com or 619-557-4539. It asks for the time, date, location and why you believe it is not accessible. MTS says it keeps video for 7 to 21 days, so report quickly.
• Street light out at a stop. A light on a City pole is a Get It Done Street Light report. As of November 1, 2026, the form estimates 500 days and says only emergencies and safety issues are being responded to. See our street lights guide.
• Scooters and e-bikes blocking the stop. City rules keep shared devices away from bus and Trolley stops. Report one with the Get It Done Shared Mobility Device form. Our scooters and bikes guide has the parking rules and the pickup deadline.
• Crossing to the stop. Faded crosswalks and broken walk buttons are City reports; see our bike lanes and crosswalks guide.

Ask MTS through the customer feedback form or at 619-557-4555. What MTS says about how it decides:

• Benches are installed based on passenger volume or upon request. Space on city sidewalks often limits where a bench can go.
• Shelters are installed based primarily on passenger volume. A location needs enough space and suitable electrical conditions: enough light for solar power, or a nearby power source. For stops that qualify by ridership, MTS also considers whether the stop is in a disadvantaged community. MTS says it is adding 225 new bus shelters across its system between 2024 and 2028 (see its Better page).
• Stops and routes are set by MTS. Its planning department says service changes are typically made three times a year, in January, June and September.

• The stop number. It is printed on the bus stop sign. Add the cross streets and the direction of travel, since stops on opposite sides of the street have different numbers.
• Location. On Get It Done, drop the map pin on the exact spot. On the MTS form, fill in the station or stop, and the route, vehicle number, date and time if the problem involved a bus or train.
• Photos. Get It Done asks for photos that show the surrounding area. MTS Security accepts photos and videos by text.
• At MTS. MTS says a case is assigned to the right department within one to two business days and investigations can take up to ten business days. If you ask for a follow-up, Customer Service contacts you when the investigation ends; MTS asks for a valid email address.
• At the City. Get It Done asks for a name, email and phone number, and an account lets you track your reports.

Get It Done estimates for City reports at bus stops, as of November 1, 2026:

These are estimates, not promises. The City's timeframes list says they vary with available budget and with weather, seasonal or other local impacts. If you are not sure which report type fits, the Get It Done Other form lists the City's other urgent line, 619-527-7500.