Metro Accessibility Resources

Customer Guide for Metrobus and Metrorail

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 Metrobus and Metrorail systems. You can download an order form PDF Icon 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 PDF Icon
    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).
  • Tips for Riding Metro for People with Disabilities and Senior Citizens PDF Icon
    This brochure provides a lot of useful information about riding Metro for people with disabilities and senior citizens. It includes information on reduced fares for people with disabilities and senior citizens, customer assistance telephone numbers, tips for riding Metrobus and Metrorail, and answers to frequently asked questions.
  • Reduced Fare Program For People With Disabilities PDF Icon
    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 SmarTrip® cards, discounted fares, value-priced passes, and SmartBenefits® how to use transfers; where to buy passes; and important customer assistance telephone numbers.
  • Metro Large Print Pocket Guide
    This brochure details Metrorail hours, travel tips for riding on Metrobus and Metrorail, information about passes and special fares, and includes a Metrorail system map, places of interest, and important customer assistance telephone numbers.
  • Tactile Metro System Map
    Pocket and poster sized tactile maps provide the Metrorail 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 PDF Icon.

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Important Contacts

  • Customer Information (including Trip Planning assistance)
    202-637-7000 (TTY 202-638-3780)
  • Elevator Status and Service Disruptions
    202-962-1212 (TTY 202-638-3780)
  • Elevator Outages/Metrorail Shuttle Service
    202-962-1825 (TTY 202-638-3780)
  • Transit Accessibility Center
    202-962-2700 (TTY 202-962-2033) Video Phone: 202-510-9165
  • Lift-Equipped Metrobus Service
    202-962-1825 (TTY 202-638-3780)
  • Office of ADA Policy and Planning
    202-962-1100 (TTY 202-962-2033)
  • Bus and Rail System Orientations
    202-962-1558 (TTY 202-962-2033)
  • Reasonable Accommodations and Alternative Formats (Christiaan Blake)
    202-962-1100 (TTY 202-962-2033)

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Accessibility Complaints

If you have a complaint about an accessibility issue within the Metrobus, Metrorail or MetroAccess system, please use the online customer comment form or Metrobus accessibility form PDF Icon to send us feedback. Metro has a detailed Customer Complaint Process. Learn more about Metro's commitment whenever a customer submits a complaint.

If you can document that you have tried to resolve your concerns and complaints related to accessibility issues within the Metrobus, Metrorail or MetroAccess services through the Metro complaint process and have not met with a satisfactory resolution, you may contact the Metro Ombudsman Program for Customers with Disabilities at:

David J. Shaffer
ADA Ombudsman
Office of ADA Policy and Planning
600 5th Street, NW
Washington, DC 20001
202-962-1100
TTY 202-962-3780
access@wmata.com

The Metro Ombudsman Program for Customers with Disabilities 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 Metrobus and Metrorail operators and Metrorail station managers.
  • Follow the rules of behavior that all passengers must follow.
  • Ask the Metrorail station manager, Metrobus driver or Metrorail operator any questions you may have or to request any assistance that may be required.
  • Pay your fare to use Metrobus and Metrorail.
  • Use caution when the Metrorail or Metrobus vehicle is in motion.

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Segways & Other ABWCs

Segways and other Automatic Balancing Wheeled Conveyances (ABWCs) are permitted aboard Metrorail. 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.

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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: Christiaan Blake
Washington Metropolitan Area Transit Authority
Office of ADA Policy and Planning
600 5th Street, NW
Washington, DC 20001

Email address: cblake@wmata.com

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

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