Rush Hour Promise Terms & Conditions
PROGRAM DATES: Metro's Rush Hour Promise is effective from January 26, 2018, through December 28, 2018.
EFFECTIVE HOURS: Metro will provide credits, as outlined below, to customers who experience a delay of 15 minutes or more during rush hour service. Rush hour is defined as: Monday through Friday, from 5 a.m. until 9:30 a.m. and from 3 p.m. to 7 p.m. Eligibility is based on the time a customer enters the Metrorail system or boards a Metrobus. The program is not in effect on holidays, during off-peak hours, or weekends.
DEFINITIONS: A delayed trip is defined as taking 15 minutes or longer than the maximum expected travel time. For Metrorail customers, the expected travel time is calculated by the "MyTripTime" system, which measures the time elapsed between when a SmarTrip card is tapped to enter the system and when it is tapped to exit the system.
GENERAL PROVISIONS: Customers must use a registered SmarTrip card for the trip to be eligible for credit under the Rush Hour Promise. Customers will not receive credits for any trip taken prior to card registration. SmarTrip cards can be registered free of charge at https://smartrip.wmata.com/Account/Create.
Credits for delayed trips will be provided as follows:
- Full value of delayed trip on Metrorail and Metrobus paid using stored value or SmartBenefits funds
- $3.00 credit for delayed trips on Metrorail paid using a pass product
- $1.00 credit for delayed trips on Metrobus paid using a pass product
Trips taken using UPass or Kids Ride Free are not eligible for Rush Hour Promise credits.
Credits will be issued to the same registered SmarTrip card that was used for the delayed trip. Credits may be used for future transportation on Metrorail or Metrobus, but have no cash value and are not eligible for refunds. Customers must "pick up" their credit within 30 days by tapping the registered SmarTrip card anywhere in the Metrorail system or on a Metrobus.
EXCEPTIONS: Credits will not be issued under the following circumstances:
- Major capital work or repair projects when customer notification is made in advance.
- Severe weather events (e.g. major winter snowstorms) when Metro service is adjusted and/or customer notification is made in advance.
- Extraordinary circumstances or "force majeure" events, such as a region-wide blackout or major security incident, when service is affected.
- For Metrobus trips, the Rush Hour Promise does not apply to trips delayed by traffic, weather, or factors outside of Metro's control.
LIMITATIONS: Limit four (4) Rush Hour Promise credits per customer per month. Metro reserves the right to exclude from participation any customer determined to be fraudulently extending travel time for the purposes of receiving a credit.
Rush Hour Promise - Metrorail
For trips that take 15 minutes or longer than the maximum expected travel time, as calculated by the My Trip Time application, customer will receive a SmarTrip credit in the amount indicated above.
Credit will be processed automatically within five business days to the customer's registered SmarTrip card in the stored value "purse." Customers who pay their fare with SmartBenefits will see Rush Hour Promise credits from the prior month processed on the first of each month.
Metrorail customers with questions about delayed trips and credit eligibility should contact SmarTrip customer service at email@example.com or 1-888-SMARTRIP (762-7874), available Monday - Friday, from 7 a.m. to 8 p.m.
Rush Hour Promise - Metrobus
For Metrobus trips delayed more than 15 minutes due to a mechanical breakdown, no-show, or preventable accident involving the Metrobus on which the customer was traveling, customer will receive a SmarTrip credit in the amount indicated above.
Credits for delayed Metrobus customers are not automatic. Metrobus customers may request the credit by completing the online form at wmata.com/promise or by calling Metro Customer Relations at 202-637-1328.
Upon review and approval, credit will be processed to the customer's registered SmarTrip card in the stored value "purse."