Metro is not responsible for lost farecards, passes or tokens. If a farecard or pass is lost while riding Metrorail, the maximum fare will be charged based on the time of exit. Farecards or passes that fall onto the tracks or into elevator shafts, etc., are considered lost.
Flash Passes and Metro passes can only be exchanged before the pass period begins. No exchanges are made after the pass period begins.
Exchanges for unused farecards or passes are available by mail and at Metro sales offices at Metro Center, the Pentagon, and Metro Headquarters (600 5th Street, NW). Additional cash may be required to make the exchange at a Metro sales office because replacement cards are only available in preset denominations.
Damaged or malfunctioning passes and farecards can be exchanged or replaced only after the malfunction is verified by a station manager. He or she will complete a fare adjustment envelope and give it to you. Retain the stub with the receipt number and drop the self-addressed envelope in any mailbox. A replacement farecard will be mailed to you. For an immediate replacement, take the envelope to a Metro sales office. For more information about exchanges of tokens, damaged farecards or passes, call Metro Customer Assistance at 202-637-1328. To replace a SmarTrip® card, call 888-762-7874.
Bus Flash Passes that cannot be used because of interrupted service or strikes will be adjusted as follows:
It is the policy of the Authority to refund to the public based on the number of weekdays service is interrupted for the following reasons only:
The Authority will replace the remaining or computed rail value of a malfunctioning Flash Pass with a regular farecard based on the following procedures:
A damaged or non-working farecard with remaining value that fails to work in the faregate may be exchanged for a replacement farecard only. Additional cash may be required to make the exchange. Note that to prevent fraud, customers may exchange only one farecard per day.
Metrobus tokens in unopened rolls or packages may be exchanged for farecards or passes. Single tokens are not exchangeable.
SmartBenefits® which are not collected are credited to the employer at the end of the benefits period. Unused SmartBenefits® are not refundable to the benefit recipient but may be credited to the benefit provider.
If you lose a registered SmarTrip® card, you don't lose the value on it. You may get either a replacement SmarTrip®, or a paper farecard. In either case, we will replace the value on the card at the time you notified us it was lost. If you choose to replace your SmarTrip® card with a new one, you will be charged $5. This fee can be deducted from the total on your card.
Gate-activated Metrorail passes such as the One-Day Pass, Short Trip Pass, and Fast Pass are not exchangeable or refundable. The One-Day Pass is valid from the time the pass is first activated until the system closes that same day. The Metrorail Short Trip Pass and the Metrorail Fast Pass are valid from the date they are first activated until the expiration date shown on the pass. In the event of magnetic strip failure, patrons can receive replacement passes for the remaining days at a Metro sales office.
Except where otherwise noted in this policy, all requests by customers for fare adjustments will be processed by the Office of the Treasurer. Cash refunds may be provided to patrons whose residence is located outside a one-hundred mile radius of the District of Columbia, except for Metrochek farecards.
Farecard, pass or token exchanges within policy guidelines may be made in person at a Metro sales office, or by mail by the Office of the Treasurer by using a fare adjustment envelope. These locations do not grant refunds but will handle authorized exchanges directly without the need for an investigation.
Passengers who lose their rail farecards within the rail system will be charged the maximum peak or off-peak fare to the station they are exiting (depending on time of exit).