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FAQ

Enhancing Cleanliness

Metrolink took immediate action to protect against the spread of this disease including ramping up cleaning practices on our trains: 

  • Increasing the number of cleaning staff so passenger cars are cleaned more frequently throughout the day. And the crew base has accelerated cleaning trains from every other day to every day. 

  • Modifying the current cleaning protocol to include “touch point sanitation,” which includes disinfecting and wiping down surfaces such as doors, restrooms, head and armrests, handrails, tables and trash areas using disinfecting products. 

  • Ensuring that hand sanitizers on board all trains are filled more often 

 

Metrolink is also enlisting the help of Metrolink riders to keep themselves and others safe by encouraging them to do the following:  

 

  • Reminding them to stay at home if they are sick. 

  • Wash their hands frequently with soap and water for at least 20 seconds.  

  • Cover coughs and sneezes with tissues – then throw away the tissues and wash hands. If no tissues are available, cough or sneeze into their elbow – not their hands.  

  • Clean and disinfect items and surfaces they touch frequently  

  • Avoid touching their face, mouth, nose and eyes.  

  • Practice simple social distancing techniques, e.g., verbal salutations instead of handshakes, maintaining six feet of distance between each other when possible, etc. 

Metrolink took immediate action to protect against the spread of the virus including ramping up cleaning practices on our trains: 

  • Increasing the number of cleaning staff so passenger cars are cleaned more frequently throughout the day. And the crew base has accelerated cleaning trains from every other day to every day. 

  • Modifying the current cleaning protocol to include “touch point sanitation,” which includes disinfecting and wiping down surfaces such as doors, restrooms, head and armrests, handrails, tables and trash areas using disinfecting products. 

  • Ensuring that hand sanitizers on board all trains are filled more often 

 

Metrolink is also enlisting the help of Metrolink riders to keep themselves and others safe by encouraging riders to do the following:  

  • If you are sick, stay home. 

  • Wash your hands frequently with soap and water for at least 20 seconds.  

  • Cover coughs and sneezes with tissues – then throw away the tissues and wash your hands. If no tissues are available, cough or sneeze into your elbow – not your hands.  

  • Clean and disinfect items and surfaces you touch frequently.  

  • Avoid touching their face, mouth, nose and eyes.  

  • Practice simple social distancing techniques, including keeping six feet of space between yourself and others, using verbal salutations instead of handshakes and more. 

For information on COVID-19, please visit sites such as cdc.gov or who.int.

Metrolink Operations

No. Under the order, Metrolink was deemed an “essential service” that must remain operational to serve the public.  

Metrolink is different from local transportation services like buses, subways and light rail. We operate fewer trains that travel longer distances. While ridership is down significantly, cutting service now would limit our ability to provide the options our riders need without creating crowding on the trains. Furthermore, the cost savings are minimal.  

We continue to monitor the situation and follow guidance from health authorities and government officials. If our service situation changes, we will reassess this decision and always make the best customer-focused, safe decisions.  

No. Our service continues to be vital for those in jobs that are essential to continuing fundamental services necessary to keeping our community functioning – doctors, nurses, law enforcement, first-responders and public utility workers among them.  

There isn’t much of a financial upside to a service reduction that serves only a small fraction of the riders who truly need us and could result in overcrowding. That would not be in line with our commitment to our customers and their safety.  

We are, of course, prepared to act if we need to curtail our service – and if and when that time comes, we will let you know of the change in advance. 

Metrolink has expanded our telecommuting policy to allow as many employees to work from home as possible. For our essential positions required to keep our trains running, we have implemented enhanced cleaning and sanitation policies to keep our trains running as safely as possible and are ensuring they follow social distancing guidelines as they carry out their responsibilities.  

Additionally, we are asking for the help of our team members and riders to keep everyone on our trains and offices as safe as possible by following these guidelines from the CDC:  

  • Stay home if you’re sick 

  • Wash your hands frequently with soap and water for at least 20 seconds.  

  • Cover coughs and sneezes with tissues – then throw away the tissues and wash your hands. If no tissues are available, cough or sneeze into your elbow – not your hands.  

  • Clean and disinfect items and surfaces you touch frequently  

  • Avoid touching your face, mouth, nose and eyes  

  • Practice simple social distancing techniques – e.g., verbal salutations instead of handshakes.  

Many people including first responders and healthcare workers rely on public transportation to access jobs, care, food, etc. If you can stay home, please do. If you need to ride, Metrolink will be in service. 

We are committed to providing you as much notice as possible should we reduce service. We will let you know about the schedule through social media, email, on-train communications and on our website metrolinktrains.com, as well as our ticket machines and mobile app.   

Ticketing and Fares

At this time, Metrolink customers are still required to have valid fare. Riders can purchase a ticket or pass at a Ticket Machine, located at each station, or through the mobile app, available on the App Store and on Google Play. Valid tickets are required on all Metrolink platforms prior to boarding a train and must be presented to a conductor or fare inspector upon request.  

Because of the COVID-19 situationwe are relaxing our Monthly Pass cancellation policy. If you did not use your monthly pass in March, we will issue a full refund. If you did use your pass for part of the month, we will provide you with a prorated credit that you can use on Metrolink through December 31, 2020. If you would like a credit or a refund, click here. 

Because of the COVID-19 situation, we are relaxing our Monthly Pass cancellation policy. If you did not use your monthly pass in March, we will issue a full refund. If you did use your pass for part of the month, we will provide you with a prorated credit that you can use on Metrolink through December 31, 2020. If you would like a credit or a refund, click here. 

Currently, Metrolink is not planning to discount April Monthly Passes. 

Other

Thank you for bringing this to our attention. If you see something that is concerning to you on our trains, please call or text us immediately at 800-371-5465.  To help us fix the issue quickly, let us know the train number, line, location, etc.  I want to let you know that our first priority is your safety.  

Metrolink took immediate action to protect against the spread of the coronavirus including ramping up our cleaning practices on our trains as follows: 

  • Increasing the number of cleaning staff so passenger cars are cleaned more frequently throughout the day. And the crew base has accelerated cleaning trains from every other day to every day. 

  • Modifying the current cleaning protocol to include “touch point sanitation,” which includes disinfecting and wiping down surfaces such as doors, restrooms, head and armrests, handrails, tables and trash areas using disinfecting products. 

  • Ensuring that hand sanitizers on board all trains are filled more often 

We would like to look into the situation that you experienced.