Huzzah!! “Metro customers now have 15-minute grace period to exit at same station”

metro gate jump no more
Photo by PoPville flickr user Collin Anderson

From WMATA:

“Responding to customer feedback, Metro today implemented a grace period at all rail stations, allowing customers who enter through the faregates to change their mind within 15 minutes and exit the system at the same station without penalty. The initiative was included in Metro GM/CEO Paul J. Wiedefeld’s Customer Accountability Report (CARe) and went into effect today following technical upgrades to the fare system and weeks of testing.

“This is all about refocusing on our customers,” said GM/CEO Wiedefeld. “If I’m in line at the coffee shop and I decide I want to leave, I don’t expect to be charged.”

The new grace period policy permits riders who enter a station, particularly during a service disruption, to exit the same station within 15 minutes and receive a SmarTrip credit offsetting the base rail fare of $2.15 in the peak and $1.75 in the off-peak. Previously, customers entering and exiting at the same station would be charged the base fare, even if they did not travel.”

11 Comment

  • I remember trying to get to the Stewart/Colbert fest on the Mall from CH and ended up bailing on all the full Metro cars. Was the first time I noticed this charge. Why it’s taken so many years for a *duh* moment from Metro is beyond me. Though I shouldn’t be surprised by anything they do.

    • Metro knew about this for years and never did anything. This was part of their budget, as far as they were concerned. Didn’t give a damn that they were stealing your money. Metro is run like the mob.

  • This was such a scam for so long. I didn’t complain because my work picked up the tab.

    But I like this new GM. He’s public facing, taking action like a business leader and not a bureaucrat. It will take time and frustration to get this ship righted, but he has my support.

    • Accountering

      This is such an easy one – but one of the most frustrating thing. I bet most metro riders paid this once a year (so $2/person) but it was maddening. Great job cleaning this up.. I like this new GM.

  • Kiddos to the new GM! It will take some pain but he is making positive customer-centric and safety changes. It won’t change overnight but I like him leading it in the right direction

  • anonymouse_dianne

    There was a really impressive Town Hall meeting on USA 9 last night which continued on Facebook. It was very encouraging that changes are being made as far as attitude and getting things done. Most impressive when asked why the total system shut down in March the new GM replied “I wouldn’t have been able to sleep at night.” He actually said that a couple times.

  • anonymouse_dianne

    When Metro first opened, people tried getting around the long distance fares by using two farecards, so it always looked like you were coming in and out of the same station and charge the minimum. This is why they charged you. Now with the Smart Cards I think they are smart enough to know the difference and implement this.

  • About time! Merro has stolen from me numerous times when I entered a station, saw that no trains were coming, and left immediately– at rush hour fares! I wonder how many low-income residents Metro has stoleb from in this way over the years? This is a common-sense fix that we should have seen decades ago.

  • Instant 50% savings for me when it comes to attempted use of the rails.

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