Rail

WMATA extends, improves 'Rush Hour Promise' to riders

Posted on December 18, 2018

In September, WMATA achieved its highest on-time performance in more than seven years when 90% of 13.1 million passenger trips arrived within the expected travel time.
Larry Levine
In September, WMATA achieved its highest on-time performance in more than seven years when 90% of 13.1 million passenger trips arrived within the expected travel time.
Larry Levine

The Washington Metropolitan Area Transit Authority’s (WMATA) board of directors voted to expand its first-of-its-kind Rush Hour Promise program through June 2019, and to improve it to include unscheduled delays of 10 minutes or more, rather than 15 minutes today.

Beginning January 1, Metrorail or Metrobus customers using a registered SmarTrip card who experiences a rush-hour delay of 10-minutes or more will receive a Metro credit for future travel.

“Metro service continues to be more reliable, thanks to new preventive maintenance programs and new railcars,” said WMATA GM/CEO Paul J. Wiedefeld. “We understand our customers' time is valuable and we are holding ourselves accountable to deliver reliable, on-time service.”

The service guarantee, first launched in January, has credited back approximately $1 million for more than 277,000 trips with delays greater than 15 minutes. This represents .3% of all rush hour trips during that period and 50% of lower than original projections, while also helping to maintain current ridership.

In September, WMATA achieved its highest on-time performance in more than seven years when 90% of 13.1 million passenger trips arrived within the expected travel time.

Customer research suggests Rush Hour Promise has restored confidence in reliability, a key measure to attract new riders and encourage existing riders to continue using WMATA. Over the past 10 months, most customers (93%) who received Rush Hour Promise credits returned, reversing past trends when unreliable service drove customers away.

The expanded service guarantee is recognition of WMATA’s continued improvement and investment in new trains, robust preventive maintenance, and capital improvements. Railcar performance is now the best in eight years, traveling 50% more miles before experiencing delays, according to the agency. Fire incidents also declined nearly 40% in the past year and track problems decreased by 83% in the first quarter of FY2019.

Customers who wish to take advantage of the Rush Hour Promise program can simply register their SmarTrip card anytime. The program is fully automated for rail riders. The system measures when a customer “taps into” the system and when they “tap out.” If the trip takes 10 minutes or longer than the expected travel range, a credit will be provided to cover the full value of the delayed trip for customers paying with stored value or using SmartBenefits.

WMATA will consider whether to extend the program beyond June as part of the FY2020 budget.

View comments or post a comment on this story. (0 Comments)

More News

FRA makes $244M available for rail funding

The FY19 NOFO will fund projects that increase rail transportation safety, efficiency, and reliability.

NJ TRANSIT program to promote TOD projects

By tying mixed use developments to the organization’s rail stations and bus lines via TOD, officials believe municipalities can enhance residents’ quality of life.

DCTA adding service after full PTC implementation

With the new train schedule, there will be improved A-train frequency all day.

Calif.'s Metrolink hits record ridership for FY2019

This milestone marks five years in a row of ridership increases on the Metrolink system

LIRR unveils first customer lactation pod at Penn Station

The first public lactation pod in the MTA system was installed this week near the start of National Breastfeeding Awareness Month.

See More News

Post a Comment

Post Comment

Comments (0)

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

LCT Magazine

Global Resource For Limousine and Bus Transportation