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Metrolink Onboard Survey Insights

Understanding Our Customers. Shaping Our Future.

In June 2025*, Metrolink conducted its first comprehensive onboard rider survey since 2018. More than 4,300 riders participated, helping us better understand who rides Metrolink, why they ride, and how we can continue improving our service.

This survey provides valuable insight into how travel patterns have changed in the post-pandemic era and how we can adapt, informed by customer feedback, to meet the needs of the Southern California communities we serve.

* This survey was completed prior to Metrolink’s July 2025 fare restructuring pilot.

Who Is Riding Metrolink?

Metrolink riders are diverse and evolving.

Key Highlights

  • Younger and older rider segments are growing fastest – A larger share of riders are under 30 and over 65 years of age compared to 2018.
  • 40% of riders identify as Hispanic – Now the largest single ethnic group of riders.
  • 7% of riders are students – Up from 15% in 2018.
  • 27% of riders do not have access to a car – An increase from 17% in 2018.
  • 51% of riders speak a language other than English at home, reflecting the diversity of Southern California.
Age By Year
 
Race By Year
 
Student Ridership by Year
 
Car Access by Year
 

How Often Are Riders Using Metrolink?

Travel habits have changed significantly since 2018.

  • The number of riders using Metrolink five days per week dropped substantially.
  • More riders now travel 1–3 days per week, reflecting hybrid work schedules.
  • Occasional and leisure riders have increased.

This shift reflects broader changes in work and commuting patterns across the region.

How Often Are Riders Using Metrolink?
 

Why Are People Riding?

Traditional peak-hour work commutes remain important, but they are no longer the only reason people ride Metrolink.

Trip Purpose (2025)

  • 53% - Work
  • 14% - Visiting friends & family
  • 12% - Leisure
  • 6% - School
  • 15% - Other (May include errands, healthcare, etc.)

In 2018, 78% of trips were for work. Today, riders are using Metrolink for a wider range of activities, from school to visits with friends and family to leisure.

Why Are People Riding?
 

Tickets & Fare Use

With more flexible travel patterns, ticket choices have changed.

  • Monthly Pass use dropped from 47% (2018) to 20% (2025).
  • Single-day tickets are now more common.
  • Student fare use increased.
  • 25% of riders receive some employer contribution toward their pass.

These trends reflect more flexible schedules and evolving fare options.

Tickets & Fare Use
 

Getting to and From the Train

Compared to 2018, more riders are choosing active transportation and walking.

First Mile (Getting to the Metrolink station)

  • Driving has declined significantly.
  • Walking increased from 4% (2018) to 14% (2025).
  • Biking and micromobility usage increased.
First Mile
 

Last Mile (Leaving the Metrolink station to destination)

  • Walking is now the most common last-mile option (31%).
  • Fewer riders are driving for the last mile.
  • Bus and rail transfers remain important connections.

Riders in 2025 also live closer to stations on average, with shorter first- and last-mile distances compared to 2018.

Last Mile
 

Rider Satisfaction

Despite changes in travel behavior, overall satisfaction remains strong.

74% of respondents were satisfied with Metrolink service, giving it a “Good or Excellent” rating

Top-Rated Areas

  • Helpfulness and courtesy of conductors
  • Overall ride experience
  • Value of fare compared to driving

Opportunity

  • Schedule convenience
  • Personal Security
Rider Satisfaction
 

What This Means for the Future

The 2025 Onboard Survey confirms that Metrolink is serving a broader and more diverse ridership base than ever before. How does that inform our customer experience decision-making?

Key takeaways

  • Riders are more diverse in age, income, and background.
  • Flexible and non-traditional travel patterns are increasing and in greater demand
  • Students and riders without cars are crucial, growing demographics.
  • Satisfaction remains strong, with room to improve schedule convenience.

These insights will guide

  • Schedule planning
  • Fares and discounts
  • Station improvements
  • Customer experience initiatives
  • Equity and accessibility efforts
Download the 2025 Onboard Survey Report


Disclaimer: Metrolink takes riders’ privacy seriously and at no point is personal information made public. You can view Metrolink's privacy policy here. We received survey responses from all six counties within the Metrolink service area.

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