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.
How to confirm the status of your train:
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:
If an unplanned service disruption runs longer than 60 minutes, we’ll arrange for alternative transportation via bus or a ride-share service.
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:
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.
Mobile App
If you purchased a mobile ticket or pass, submit a request through the Mobile Ticket Form.
Paper Tickets
If you purchased a paper ticket or pass, submit a request through the Paper Ticket Form. Copy of original ticket required.
To submit a written request via post mail, please send the details below.
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.
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.