Metro has proposed issuing full fare refunds to passengers when regular train and bus service is delayed by more than 15 minutes.
Metro’s General Manager Paul J. Wiedefeld has brought forth a proposal for a program that would be called the “Rush Hour Promise” and would provide full refunds to riders when trains and buses are delayed by 15 minutes or more. The proposal will be reviewed by Metro’s board who will vote to approve the measure on January 25. A decline in ridership in recent years has prompted Wiedefeld to move forward with the program’s proposal; the bus and rail system has seen a decrease in the average number of daily riders, which has been attributed to ongoing reliability issues amid frequent delays during peak hours. The main cause of most of the delays has been maintenance construction projects on the aging system’s tracks, trains, and vehicles that seem to pop up every few weeks. [caption id="attachment_6410" align="aligncenter" width="432"]
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The “Rush Hour Promise” would issue full refunds to rail and bus system riders via their “Smart Trip” cards any time that a train is delayed by 15 minutes or more during the peak periods. The proposal would be a convenient courtesy to rail passengers as no action would be needed on their part, however, bus passengers would have to submit an online form for their refund, which many riders would likely perceive to be an even greater hassle than just being late for work or school.
Under the proposal, only registered “Smart Trip” passengers would be eligible for the refunds, and they would not be issued refunds in the event of an emergency, weather-related delays, station closures, and whenever major planned construction projects (such as the recently concluded year-long “Safetrack” maintenance repair program) are the reason for the delay.
Metro’s committee will first review and vote on the proposal on Thursday, January 11, and if “The Rush Hour Promise” gains the committee’s recommendation, the Full Metro Board’s January 25 vote will determine whether the proposal will go into effect the next day, on January 26.
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