Quality Service Pledge
This is our 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.
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.
METROLINK TRAIN HOLD POLICY
- Scheduled connecting Metrolink trains are held up to 10 minutes.
- At Union Station, a line’s last departing Metrolink train of the evening can be held up to 10 minutes beyond its scheduled departure time. After ten minutes, Metrolink Ride Promise is in effect.
- The last train of the evening may be held longer to accommodate riders, however may have to leave at a certain time to protect morning operations.
Amtrak to Metrolink Connections
- Metrolink trains are not held for late arriving Amtrak trains.
- At Union Station, a line’s last departing Metrolink train of the evening can be held up to 10 minutes beyond its scheduled departure time, if Amtrak notifies Metrolink’s Operations Center in advance of the Metrolink departure.
Transit Operator to Metrolink Connections
- Metrolink trains are not held for late arriving buses, shuttles, light rail, etc.
- At Union Station, a line’s last departing Metrolink train of the evening can be held up to 10 minutes beyond its scheduled departure time, if the operator notifies Metrolink’s Operations Center in advance of the Metrolink departure.
Ticket Vending Machine Failure
- Metrolink trains are not held for ticket machine malfunctions.
- Passengers can use the Metrolink mobile application to purchase fare, or should notify the conductor upon boarding and purchase a ticket at their destination station.
Authorization to Hold a Train
SCRRA Operations Personnel have the authority to "hold" based on SCRRA Operations Procedures.
METROLINK RIDE PROMISE
If a Metrolink train experiences an unplanned disruption that delays our passengers, Metrolink will make every attempt to restore train service or provide alternative transportation to get riders to their destination stations. If Metrolink cannot provide alternative transportation within 60 minutes of the Metrolink train’s scheduled departure time, passengers can be reimbursed for their costs for alternative transportation, not to exceed $50.00 per passenger. Reimbursement is based on the passengers’ submission of their original dated receipt from the transit provider (taxi, third party ride share company such as Uber or Lyft, etc.). This also applies to trains that are inoperable due to incidents or mechanical issues.
Causes and length of disruptions vary. When a disruption occurs, Metrolink immediately assesses the situation and takes steps towards recovering service as close to the published timetable as possible. There are various steps required to clear a scene, including assessment by first responders, including Metrolink personnel, law enforcement, and/or fire, securing alternate transportation, coroner response (if applicable), cleanup crew response (if applicable), and/or coordination with freight dispatching (if applicable). If rescue service is needed, staff will make every attempt to secure alternate transportation arriving within an hour or less of the time the train stopped. Alternative transportation solutions such as replacement train service (Metrolink or Amtrak), bus bridge service (private motor coach and/or public transit operators), and taxi, Uber, or Lyft are all considered.
METROLINK RIDER COMPENSATION POLICY
Applies to monthly pass holders only.
When average on-time performance of a line falls below 85%* for a calendar month, Metrolink will offer a line-restricted monthly pass at a discount of 25% valid in a subsequent month after the average monthly on-time performance was below 85%. If monthly passes on the affected line can normally be used on another line, full price passes retaining that benefit will also be available.
A train is defined as on-time if it arrives at its final destination within five minutes of its scheduled arrival time.
*These delays must be caused by Metrolink and not third parties, such as freight congestion.
Extensive Delay - One-Time Incident
Passengers who experience a delay exceeding one hour from the published train schedule will be eligible for compensation. Exclusions apply.
Monthly Pass Holder
Upon request, a monthly pass holder is eligible to receive four one-way ticket vouchers with a one-year expiration date from the date of the incident. Monthly pass holders must submit a copy of their valid Metrolink pass.
One-Way, Round-Trip, 7-Day, and Weekend Day Ticket Holder
Upon request, a ticket holder is eligible to receive two one-way ticket vouchers with a one-year expiration date from the date of the incident. Ticket holders must submit the original or a copy of their ticket(s) to be eligible for compensation.
Requests for compensation under the Quality Service Pledge must be received within 60 days of the date of the incident.
Exclusions for Compensation
Train delays caused by temporary operating schedules, including planned disruptions, are not eligible for compensation.
Metrolink has sole authority to grant an exception to the Compensation Policy.
Transportation that replaces regular Metrolink train service. This may include, but it is not limited to another Metrolink train, an Amtrak train, bus bridge, van, taxi, rideshare service such as Lyft, 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.
Train arrives at its final destination within five minutes of the published arrival time.
Ten minutes between a Metrolink train’s published arrival time and the connecting Metrolink train’s published departure time at the same station.
Taxi, shuttle, TNCs/Transportation Network Companies (i.e. Uber, Lyft).
Temporary Operating Schedules
When Metrolink’s published train schedule is modified to allow planned construction work, maintenance, or special event train service.
If you purchased a paper ticket or pass, submit a request through the Paper Ticket Form:
If you purchased a mobile ticket or pass, submit a request through the Mobile Ticket Form:
To submit a written request via post 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.