Metro Accessibility Resources

• Booklets & Brochures
• Important Contacts
• Complaints

Booklets & Brochures

The Office of ADA Programs offers a number of free booklets and brochures to people with disabilities to aid them in using the Metrobus and Metrorail systems. You can download an order form or call 202-962-1100 to request these free publications, which are listed below.

• Accessible Transportation Options for Customers with Disabilities
  This directory will help people with disabilities and senior citizens coordinate their transportation needs. It includes a comprehensive listing of public transportation options available in the District of Columbia, Maryland (the counties of Montgomery, Prince George's, Anne Arundel, and Baltimore, and Baltimore City and Central Maryland) and Virginia (the counties of Arlington and Fairfax, and the cities of Alexandria, Fairfax, and Falls Church).
• Tips for Riding Metro for People with Disabilities and Senior Citizens
  Brochure provides a lot of useful information about riding Metro for customers with disabilities and senior citizens. It includes information on reduced fares for people with disabilities and senior citizens, customer assistance telephone numbers, tips for riding Metrobus and Metrorail, and answers to frequently asked questions.
• Reduced Fare Program For People With Disabilities
  Application includes information about program qualifications, explains how to obtain a reduced fare Metro Disability ID card, and describes the eligibility and certification process.
• Fares And Passes
  Brochure provides information about SmarTrip cards, discounted fares, value-priced passes, Metrochek and SmartBenefits, how to use transfers, where to buy passes, and important customer assistance telephone numbers. To request this brochure, download the order form .
• How To Use The Passes/Farecards Vending Machine
  Brochure helps customers learn how to use the Passes/Farecards machine in Metrorail stations and features easy-to-use instructions on how to select and use passes and farecards. To request this brochure, download the order form .
• Metro Large Print Pocket Guide
  Brochure details Metrorail hours, travel tips for riding on Metrobus and Metrorail, information about passes and special fares, and includes a Metrorail system map, places of interest, and important customer assistance telephone numbers. To request this brochure, download the order form .
• Tactile Metro System Map
  Pocket and poster sized tactile maps provide the Metrorail system map in Braille and include a tactile key to center platform stations, side platform stations, and transfer stations. To request these, download the order form .
• Your Guide To Metrorail
  Brochure details station locations, parking information, elevator entrances, Metrorail service, connecting to Metrobus, and include regional and downtown maps and important customer assistance telephone numbers. To request these brochures, download the order form .

Important Contacts

• Customer Information (including Trip Planning assistance)
  202-637-7000 (TTY 202-638-3780)
• Elevator Status and Service Disruptions
  202-962-1212 (TTY 202-638-3780)
• Elevator Outages/Metrorail Shuttle Service
  202-962-1825 (TTY 202-638-3780)
• Reduced Fare Program for Persons with Disabilities
  202-962-1245 (TTY 202-628-8973)
• Lift-Equipped Metrobus Service
  202-962-1825 (TTY 202-638-3780)
• Office of ADA Programs
  202-962-1100 (TTY 202-962-2033)
• Bus and Rail System Orientations
  202-962-1558 (TTY 202-962-2033)

Complaints

If you have a complaint about an accessibility issue within the Metrobus, Metrorail or MetroAccess system, please use the online customer comment form to send us feedback.

If you can document that you have tried to resolve your concerns and complaints related to accessibility issues within the Metrobus, Metrorail or MetroAccess services through the Metro complaint process and have not met with a satisfactory resolution, you may contact the Metro Ombudsman Program for Customers with Disabilities at:

Office of Americans with Disabilities Act Programs (ADAP)
Metro Ombudsman Program For Customers with Disabilities
600 5th Street, NW
Washington, DC 20001
202-962-1100
TTY 202-962-2033
FAX 202-962-2722

The Metro Ombudsman Program for Customers with Disabilities can lend the following assistance:

1. Listen to an individual's concerns and complaint.
2. Help individuals understand their rights and responsibilities as well as their options.
3. Refer an individual to others within or outside of Metro who might be able to lend assistance.
4. Make inquiries on an individual's behalf and obtain responses to his/her questions.
5. Help present an individual's complaint to the parties responsible for resolution.
6. Mediate between an individual and other parties to a conflict to bring about a mutually agreeable outcome.
7. Recommend changes in policies, procedures, and practices to prevent similar problems from occurring.

Your Rights & Responsibilities

You have a right to:

• Reliable service
• Safe service
• Courteous, clean, and dependable service
• Accessible service
• Assistance upon request
• Be notified of significant service delays
• File a complaint if you are not satisfied with service being provided
• A prompt investigation and effective resolution

You have a responsibility to:

• Be courteous and respectful to Metrobus and Metrorail operators and Metrorail station managers.
• Follow the rules of behavior that all passengers must follow.
• Ask the Metrorail station manager, Metrobus driver or Metrorail operator any questions you may have or to request any assistance that may be required.
• Pay your fare to use Metrobus and Metrorail.
• Use caution when the Metrorail or Metrobus vehicle is in motion.