Metro Access launches 24/7 digital assistant to help customers book and manage trips faster

Beginning Wednesday, March 18, customers who call Metro Access will first be connected to a digital assistant that can help book trips, cancel rides, and provide trip status information immediately without waiting for an agent.

Customers should call Metro Access as they normally would. The digital assistant will guide callers through common requests and provide immediate assistance. If additional help is needed, customers can still be transferred to a live agent.

The digital assistant is available 24 hours a day, seven days a week, allowing customers to book trips outside traditional reservation hours if the pickup time is beyond the day after tomorrow, or at least 32 hours away.

“We’re implementing this tool in response to feedback from our customers who want faster answers and more flexibility when managing their trips,” said Metro Chief Operating Officer Leroy Jones. “The Metro Access digital assistant eliminates wait times for many common requests and makes it easier for customers to plan their travel.”

The digital assistant provides immediate assistance for routine requests and can share trip details via text message.

For trip bookings, customers should be prepared to provide:

• Customer ID and date of birth
• Pick-up and drop-off location information
• Whether booking by pick-up or appointment time
• Number of travelers
• Mobility aid requirements
• Any driver instructions

For trip status or cancellations, customers should have:

• Customer ID
• Date of birth

Manage Trips with the MyTransit Manager App

Metro Access customers can also manage trips through the MyTransit Manager mobile app. The app allows customers to monitor trips in real time, view vehicle locations on a map, receive arrival notifications, rate their ride experience, and share trip status with family members or caregivers.

The MyTransit Manager app is available for iOS and Android through the Apple App Store and Google Play.

For more information about Metro Access, visit wmata.com.

About Metro

The Washington Metropolitan Area Transit Authority (WMATA), known as Metro, is the region’s leading public transportation provider, serving a population of approximately four million people across Washington, D.C., Maryland, and Virginia within a 2,054-square-mile jurisdiction. With a network of six rail lines, 98 stations, 126 bus routes, and a door-to-door paratransit service, Metro is the second busiest transit system in the United States serving 268.9 million trips in 2025 with a $5 billion operating and capital budget. Since 2022, Metro has completed multiple transit-oriented development projects that have brought $15 million in tax revenue to the region from housing, office, and retail space in our community. Safety and security are core values at Metro. Over 30,000 cameras monitor the system, and Metro currently has the lowest crime rate in history with fare evasion down 82%. In 2025, the American Public Transportation Association (APTA) named Metro the Transit Agency of the Year in recognition of industry-leading ridership growth, record high customer satisfaction, a newly redesigned Bus network, expanded rail service, and improved customer experience.