WASHINGTON – Starting Friday, some rush-hour Metro riders will get refunds when there are significant delays in the system.
The Metro Board formally approved the Customer Confidence Program on Thursday. It is also being referred to in marketing materials as Rush Hour Promise.
Under the policy, rail riders whose trips take at least 15 minutes longer than the longest possible scheduled trip at that time of day, including platform wait times, will see automatic refunds on their SmarTrip cards a few days later. Riders who pay with SmartBenefits will get the refunds on the first day of the following month.
The refunds will only be provided to riders who have registered their SmarTrip card with Metro by providing some personal contact information.
Riders will be limited to four refunds through this program per month.
Metrobus riders can get refunds in certain circumstances when they are delayed at rush hour, but must fill out an online form to request the credit.
Riders who have paid for weekly or monthly passes can also get refunds — $3 for rail trips and $1 for bus trips.
The refunds will not apply during weather emergencies or previously announced single-tracking or shutdowns.
The Metro Board approved the program for calendar year 2018, but could extend it later.
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