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Service Disruptions

Family at the Metrolink Station

Experienced a Service Disruption?

Our promise to you: Metrolink is committed to getting you where you need to be safely and on time – it’s what is most important. But sometimes things don’t go as planned, which is probably why you’re here. Our Quality Service Pledge outlines what you can expect from us when this happens; you can read the entire policy here. Need help right now? Click on the links below.

Train Status

Where is my train?

Late or Canceled Train

How Do I Get to My Destination?

Reimbursements

I found my own ride. Now What?

Where is my train?

How to confirm the status of your train:

  • Check your station for an electronic message board that counts down your train’s arrival and immediately communicates delays.
  • Check advisories for your train here.
  • Check the Metrolink Train Tracker.
  • Call or text (800) 371-5465. Speech and hearing impaired customers please call (800) 698-4833.
  • If you’re on a station platform, Passenger Information Telephones are also available if you need assistance.
  • Follow us on Facebook or Twitter for regular train status updates.

COMPENSATION FOR DELAYED TRAINS

If your train is delayed more than 60 minutes later than the time in our published train schedule, you are eligible for compensation. Please note that:

  1. Train delays caused by temporary operating schedules, including planned disruptions, are not eligible for compensation or reimbursement for self-service transportation.
  2. Luxury or premium vehicles are excluded from and are not eligible for self-service transportation reimbursements.
  3. Your destination must match the one on your Metrolink ticket.

How Do I Get to My Destination?

If an unplanned service disruption runs longer than 60 minutes, we’ll arrange for alternative transportation via bus or a ride-share service.

  • If you're on board a train, listen for the conductor messages to stay informed of upcoming arrangements for alternative transportation.
  • Call or text us at (800) 371-5465. Speech and hearing-impaired customers please call (800) 698-4833. Tell them your train number and where you are, and they’ll give you the most updated information.
  • If you’re on a station platform, the Passenger Information Telephone at is also available if you need assistance.
  • Follow us on Facebook or Twitter for regular train status updates.

If we’re unable to provide alternate transportation within 60 minutes of your train’s scheduled departure time, and you must find your own alternate transportation, you’re entitled to reimbursement up to $50 for out-of-pocket costs. Eligible self-service transportation includes taxis, third-party rideshare services (such as Uber or Lyft), or a rental car. Please note the following conditions:

  • Your destination must match the one on your Metrolink ticket.
  • Luxury or premium car services are ineligible for reimbursement.
  • Learn more at our Quality Service Pledge Policy page.

I Found My Own Ride. Now What?

To apply for reimbursement for your self-serve alternative transportation, submit the required documentation listed below within 60 days through our paper or mobile ticket forms.

  1. The original, detailed receipt from the transit provider.
  2. Proof of valid Metrolink fare for the date and time of the disruption. (Self-service transportation record must match origin station or point of disruption and destination station listed on ticket.

Requesting Compensation

 

Mobile App

If you purchased a mobile ticket or pass, submit a request through the Mobile Ticket Form.

MOBILE TICKET FORM

 

Paper Tickets and Contactless Payments

If you purchased a paper ticket or pass, or paid for your trip using Metrolink’s contactless payment system, submit a request through the Paper Ticket/Contactless Form. Paper ticket requests require a copy of the original ticket; contactless payments require the first six and last four digits of the card number used for the trip.  

PAPER TICKET/CONTACTLESS FORM

 

Mail

To submit a written request via post mail, please send the details below.

MAIL TICKET

MAIL

Please send notification of the train number you were on, the date of the delay, and a copy of your ticket or pass (if applicable, also send proof of alternative transportation) to:

Metrolink
Attention: Quality Service Pledge
900 Wilshire Blvd., Ste. 1500
Los Angeles, CA 90017

NOTE: Requests for compensation under the Quality Service Pledge must be received within sixty (60) days of the incident/delay. 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.

QUALITY SERVICE PLEDGE - Full Policy

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.

There are times that Metrolink service may be disrupted. This pledge outlines Metrolink’s service and compensation policies, as well as what customers can expect should an unforeseen disruption arise. This is the board-approved Quality Service Pledge Policy.