Riverside Line 25% May Monthly Pass Discount
Letter from the CEO; Re: Riverside Line Monthly Pass Discount
Dear Riverside Line Rider,
I joined Metrolink on January 2 as its new Chief Executive Officer. In my Vision Statement that I provided to Metrolink’s Board of Directors and employees, I committed to put you, our valued customer, first.
Over the past three months, you experienced delays caused by an ongoing freight maintenance project, as well as delays associated with Metrolink’s mechanical issues and incidents. We apologize for the inconvenience during that time.
We recognize the importance of service reliability and that is why we continually strive for a 95 percent on-time performance. We are invested in upgrading our equipment and infrastructure to meet that commitment to you.
This month, the Riverside Line service has returned to normal. We will continue to work with our freight partner to improve our reliability and your travel experience.
As a token of our appreciation for your patience and continued ridership, we will offer a 25% discount on all Riverside Line Monthly Passes in the month of May.
If you need assistance or have additional questions, please call or text (800) 371-5465 (LINK).
Again, I thank you for your continued ridership and cannot overstate how much you mean to the Metrolink family.
Sincerely,
Stephanie N. Wiggins, Metrolink Chief Executive Officer
Frequently Asked Questions (FAQ)
A Metrolink Monthly Pass where both listed stations are located on the Riverside Line between or including L.A. Union Station and Riverside-Downtown.
The automatic discount for Riverside Line May Monthly Passes does not extend to stations beyond the Riverside Line. To request a refund on your Riverside Line May Monthly Pass, please go to www.metrolinktrains.com/refunds and a determination will be made on a case-by-case basis.
On the refund request form, in the section titled “Reason for Refund Request”, indicate the reason is in association with the Riverside Line May Monthly Pass 25% Discount. Refunds are currently taking up to 10 weeks to process.
Please understand the discounted monthly on-time performance does not qualify for compensation under the Quality Service Plan (QSP) because the delays were largely caused by a third party (the Union Pacific Railroad maintenance project).
We are offering the 25% discount on Riverside Line May Monthly Passes to show our appreciation for your loyalty and patience during the past few months, while you experienced regular delays and canceled trains.
By riding each week day, our Monthly Pass Holders is the group most greatly affected by the Riverside Line on-time performance. We certainly appreciate our riders who purchase One-Way, Round-Trip and 7-Day tickets and passes, which is why on April 10 staff will be on board on 12 Riverside Line trains distributing promotional codes for a free Round-Trip ticket.
Our commitment is to provide a 95% on-time performance across our entire service area. Now that the maintenance project and its residual effects are coming to an end, we will continue to work with Union Pacific Railroad to provide improved service.
Please call or text Metrolink’s Customer Service Center at (800) 371-5465 (LINK) for assistance.