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Quality Service Pledge



As Southern California's premier regional rail system, we do everything in our power to provide high-quality, dependable, on-time service. This commitment to excellence is a promise our riders have the right to expect. However, if performance is not up to our service standards, we are pleased to offer compensation through our Quality Service Pledge program.

To request compensation, please submit a written request to us at: Metrolink, Attention: Quality Service Pledge, P.O. Box 531776, Los Angeles, CA 90053-1776. You may also fax this request to (213) 452-0429. Be sure to include the train number you were on, date of delay and a copy of your ticket or pass (both sides of a monthly pass) showing valid fare for the date of service disruption.

NOTE: Request for compensation under the Quality Service Pledge must be postmarked or received via fax within ninety (90) days of the date of the incident.



Metrolink Rider Compensation Policy
Qualifying Cases
I. Chronic Delays - Monthly Pass Holders receive the following:
When average on-time performance of a line falls below 80% for a calendar month, Metrolink will sell a line-restricted (no right to use on more than one line) monthly pass at a discount of 25% valid in a subsequent month after the average monthly on-time performance was below 80%. If monthly passes on the affected line can normally be used on another line, full price passes retaining that benefit will also be sold. A train is defined as on-time if it arrives at its final destination within 5 minutes of its scheduled arrival time.
II. Extensive Delay - One-Time Incident
An extensive delay is a delay to riders exceeding one hour from the published train schedule.

Monthly Pass Holder

Upon request, with proof of pass ownership, a monthly pass holder is eligible to receive a 4-trip ticket with a one-year expiration date from the date of the incident. Passengers must provide a copy of both sides of their monthly pass to be eligible.

One-Way or Round-Trip Ticket Holder

One-Way or Round-Trip ticket holder receives a replacement ticket no less than the value of the trip that was extensively delayed. One-Way and Round-Trip ticket holder must submit the original ticket(s) to be eligible for replacement ticket.

Exclusions

Train delays caused by:

Sole Authority

Metrolink has sole authority to grant an exception to the Compensation Policy and reserves the right to deny a claim for compensation that does not meet the criteria herein.



Metrolink Train "Hold" Policy
I. Metrolink-Train-to-Metrolink-Train Connections Criteria
When the time between scheduled Metrolink-train-to-Metrolink-train connections is ten (10) minutes.
a)
Scheduled connecting Metrolink trains are held up to ten (10) minutes. After ten minutes, Metrolink Ride Promise (see Definitions) is in effect.
b)
At Union Station, the last departing Metrolink train of the evening of a line can be held up to ten (10) minutes beyond its scheduled departure time. After ten minutes, Metrolink Ride Promise (see Definitions) is in effect.
II. Metro Red or Gold Line to Metrolink

a)
Metrolink trains are not held for Metro Red or Gold Line delays or disruptions.
b)
At Union Station, the last departing Metrolink train of the evening of a line may be held ten (10) minutes beyond its scheduled departure time.
III. Other Transit Operator Connections to Metrolink

a)
Metrolink trains are not held for late arriving buses, shuttles, etc.
b)
At Union Station, the last departing Metrolink train of the evening of a line may be held ten (10) minutes beyond its scheduled departure time.

IV. Authorization to Hold a Train
SCRRA Operations Personnel have the authority to "hold" based on SCRRA Operations Procedures.



Definitions
I. Scheduled Connection
Ten minutes between a Metrolink train's published arrival time and the connecting Metrolink train's published departure time at the same station.
II. Ride Promise

If a passenger misses the scheduled connecting Metrolink train due to Metrolink's fault, Metrolink will make every attempt to secure alternative transportation for the rider to his/her destination station.

If Metrolink cannot secure alternative transportation within sixty (60) minutes of the missed Metrolink train's scheduled departure time, passengers can be reimbursed for their costs for a rental vehicle or taxi, not to exceed $50.00 per passenger. Reimbursement is based on the passengers' submission of their original dated receipt from the transit provider (taxi driver, car rental company, etc.).

III. Alternative Transportation

Transportation that replaces regular Metrolink train service. This may include, but it is not limited to another Metrolink train, an Amtrak train, bus, van, taxi or other charter operator, and is at Metrolink's discretion.

Valid Metrolink tickets will be accepted on alternative transportation, including trains on other Metrolink lines.

Exclusions:

Train delays caused by:

  • Acts of Nature
  • 3rd party activity such as police and fire authorities or government agencies
  • Alternative transportation providers
  • Temporary operating schedules
IV. Temporary Operating Schedules:
When Metrolink's published train schedule is modified to allow planned construction work or Special Event Train service.
V. Extensive Delay:
Delay to riders exceeding one hour from the published train schedule.