The Los Angeles County Metropolitan Transportation Authority (Metro) developed a multi-language comment and complaint form for online users, giving agency customers with a limited proficiency of English a more effective way to communicate with the agency.
"It's important to make sure that every Metro rider is able to easily provide us with feedback. Los Angeles County is amazingly diverse and our people speak many languages other than English. These new forms invite our riders to share their thoughts with us in the language they are most comfortable speaking," said Metro Board Chair and Los Angeles County Supervisor Sheila Kuehl.
Ad Loading...
As part of Metro’s Limited English Proficiency (LEP) Policy, staff can respond to online inquiries in nine languages: Spanish, Chinese, Korean, Vietnamese, Japanese, Russian, Armenian, Thai, and Khmer. LEP customers can translate the comment/complaint form into any of the nine languages and type their comments using non-English characters.
Metro’s Customer Care Department has long been utilizing a telephone-based service to speak to customers in other languages. This new process extends that service to the agency’s website.
“Improving the customer experience through services, outreach and communication is an important step in helping Metro better serve the needs and wants of our riders,” said Metro CEO Phillip A. Washington.
Metro has three contracted vendors to translate the comment forms. Once an answer is prepared, a Metro Customer Care agent will respond to the customer by contacting the person with an interpreter or sending a translated email response within three to five business days.
Accessible transit isn’t a feature—it’s a responsibility. This whitepaper explores how the Low-Floor Frontrunner is redefining mobility with a breakthrough design that removes barriers, empowers riders, and delivers measurable operational advantages for agencies. Discover why this next generation minibus is setting a new standard for inclusive transportation.
With major events and increased travel expected across the state this summer, the Administration is focused on making sure people have a reliable, affordable alternative to driving so we can reduce congestion, support daily commuters, and keep Massachusetts moving.
As the American Bus Association marks its 100th year, a new ABA Foundation report highlights the Marketplace’s role as a key revenue engine for the bus and group travel industry.
As motorcoaches navigate increasingly congested urban corridors filled with pedestrians, cyclists, scooters, and distracted drivers, safety leaders across the industry are confronting a growing challenge: visibility.
In part 1 of a two-part conversation, AC Transit’s director of maintenance joins co-hosts Alex Roman and Mark Hollenbeck to discuss his journey from the U.S. Marines to public transit and the role mentorship plays in developing the next generation of industry leaders.
In reaching its decision, the board considered the District’s mounting long-term structural deficits, with current projections forecasting annual operating deficits of about $50 million beginning in FY 2027-28 and continuing in the years ahead.
The $143 million spending plan represents a 2.4% reduction from last year’s budget. Increasing expenses, along with depleted federal COVID-19 funds, continue to impact the overall budget, CDTA officials said.
