Metro Accessibility Resources

Customer Guide for Metro Bus and Metro Rail

Booklets & Brochures

The Office of ADA Policy and Planning offers a number of free booklets and brochures to people with disabilities to aid them in using the Metro Bus and Metro Rail systems. You can download an order form or call: 202-962-1100. This form can only be used to order disability related information.

Accessible Transportation Options for People with Disabilities and Senior Citizens

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).

Reduced Fare Program For People With Disabilities

This 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

This brochure provides information about Smart Trip cards, discounted fares, value-priced passes, and Smart Benefits how to use transfers; where to buy passes; and important customer assistance telephone numbers.

Metro Large Print Pocket Guide

This brochure details Metro Rail hours, travel tips for riding on Metro Bus and Metro Rail, information about passes and special fares, and includes a Metro Rail system map, places of interest, and important customer assistance telephone numbers.

Tactile Metro System Map

Pocket and poster sized tactile maps provide the Metro Rail 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

Important Contacts

Accessibility Complaints

If you have a complaint about an accessibility issue within the Metro Bus, Metro Rail or Metro Access system, please use the online customer comment form or Metro Bus Stop Information Accessibility Form to send us feedback. If you need assistance completing or sending the online customer comment form or Metro Bus Stop Information Accessibility Form, please call 202-637-1328. Metro has a detailed Customer Complaint Process. Learn more about Metro's commitment whenever a customer submits a complaint.

Each customer will be notified of the outcome of their complaint investigation. Additionally, every customer has the right to appeal the findings if they are unsatisfied with the resolution. 

If you can document that you have tried to resolve your concerns and complaints related to accessibility issues within the Metro Bus, Metro Rail or Metro Access services through the Metro complaint process and have not met with a satisfactory resolution, you may contact the Metro Americans with Disabilities Act Ombudsperson at:

Barbara J. Milleville
Americans with Disabilities Act Ombudsperson
Office of ADA Policy and Planning
300 7th Street, SW
Washington, DC 20024
202-962-1100
TTY 202-962-3780
access@wmata.com

To appeal the findings if unsatisfied with the resolution, you may contact:

Vice President, Systemwide Accessibility
300 7th Street, NW
Washington, DC 20024
ADA_Appeal@wmata.com
202-962-1100
TTY 202-962-3780

The Metro Americans with Disabilities Act Ombudsperson can lend the following assistance:

  1. Listen to an individual's concerns and complaints.
  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 Metro Bus and Metro Rail operators and Metro Rail station managers.
  • Follow the rules of behavior that all passengers must follow.
  • Ask the Metro Rail station manager, Metro Bus driver or Metro Rail operator any questions you may have or to request any assistance that may be required.
  • Pay your fare to use Metro Bus and Metro Rail.
  • Use caution when the Metro Rail or Metro Bus vehicle is in motion.

Segways & Other ABWCs

Segways and other Automatic Balancing Wheeled Conveyances (ABWCs) are permitted aboard Metro Rail. ABWCs are defined as battery-powered, non-collapsible, self-balancing wheeled transportation devices. Permitted ABWCs include but are not limited to the Segway brand.

People with disabilities who use a Segway as a mobility device are exempt from certain policy restrictions. To become a registered Metro ABWC user, you must be an ID card holder in one of Metro's disability-related programs. For more information about Metro policies regarding Segways & ABWCs, please visit the Alternate Transportation page.

Reasonable Accommodations

Metro is committed to operating safe, accessible and, efficient public transportation to all people including people with disabilities. To further avoid discrimination on the basis of disability and ensure access to all Metro services, and in accordance with the United States Department of Transportation's Final Rule to 49 CFR Parts 27 and 37, Metro is committed to making reasonable accommodations/modifications to policies, practices, and procedures

Reasonable accommodations/modifications can include accessible materials; helping passengers insert money into fare boxes; allowing passengers to eat, drink or take medicine aboard a transit vehicle to avoid a medical problem; allow passengers to board a bus at a short, but safe distance from an inaccessible stop; and permitting passengers to board separately from their mobility devices when the passenger can control the movement of the device.

Whenever feasible, requests for accommodations/modifications should be made in advance of when the accommodation/modification is to be provided by Metro. The request should be as specific as possible and include information on why the accommodation/modification is needed in order to allow the individual to use Metro services. Metro will make every effort to communicate, verbally or in writing, determinations on requests for accommodations/modifications in advance of when the service will be needed.

To request an accommodation/modification pursuant to the Americans with Disabilities Act, or to obtain information about procedures to file a complaint, contact Metro's Office of ADA Policy and Planning by one of the methods listed below:

U.S. Mail or Email

Attn: Office of ADA Policy and Planning
Washington Metropolitan Area Transit Authority
Office of ADA Policy and Planning
300 7th Street, SW
Washington, DC 20024

Email address: access@wmata.com

Telephone: Office of ADA Policy and Planning (202) 962-1100 (TTY 202-962-2033)