Metro leads nation in key safety areas, crime and fare evasion rates down in 2024

Safety remains at the forefront as Metro continues to move more customers throughout the region each month. Metro ended 2024 as an industry leader in three key safety categories: collisions, derailments, and customer injury.

This is the result of several targeted safety initiatives implemented by Metro, including training all staff on Safety Management Systems principles including risk management, completion of a line operations safety assessment, enhancing the job hazard analysis process, and the launch of the fitness for duty project. Safety is a core part of continuous improvements for operations. We regularly communicate with outside transit agencies to identify ways to improve service delivery and track industry best practices.

Focus on Security

Metro continues to place an emphasis on safety and security of its customers. This focus contributed to a nearly 40% decline in the crime rate across the system in 2024. Additionally, increased enforcement and the use of camera surveillance by the Metro Transit Police Department helped MTPD achieve a case closure rate above the national average. Last year, MTPD opened its first Police Training Academy, saving Metro $1 million annually in costs and accelerating the time to transition from recruit to certified police officer.

Reducing fare evasion has been a top priority for Metro. Last year, Metro completed installation of new modernized faregates at all 98 stations throughout the Metrorail system. These new faregates helped drive down fare evasion by 82%. In late 2024, Metro enhanced an initiative to curb fare evasion on Metrobus lines throughout the system. As a result, Metrobus routes show incremental signs of increased revenue.

“Ensuring the safety of customers and employees is paramount and a critical component of efficient operations, enhanced security, and public confidence,” said Don Drummer, Metro Board Safety and Operations Committee Chair.“Safety is an ongoing enterprise that takes dedication and hard work by everyone across the organization. As we honor and celebrate our safety and security successes over the past year, we will continue building upon them as we move forward.”

Customer Satisfaction

Metro’s streak of consecutive months of ridership growth now stands at 45 months. The nearly four years of month-over-month growth positions Metro as the national leader in ridership recovery.

In the last quarter, Metrorail customer satisfaction reached 89% while the customer satisfaction rate for Metrobus was 75%. Metro encourages customer feedback and looks forward to serving the region in 2025.