MetroAccess Set to Begin Door-to-Door Service

[Howard Hartman]

MetroAccess Set to Begin Door-to-Door Service

Service begins on Monday, June 30

Exciting improvements are underway for MetroAccess, Metro’s shared ride service for people who cannot use public transportation due to a disability. Starting on Monday, June 30, MetroAccess will change from curb-to-curb to door-to-door service.

Under the new initiative, drivers will escort MetroAccess passengers from the first exterior door of the customer’s pick-up address into the vehicle and from the vehicle to the first exterior door of the customer’s destination address.

“Customers have given us considerable feedback on how we can make MetroAccess work more effectively, and one item on everyone’s list was door-to-door service,” said Christian T. Kent, Assistant General Manager of Access Services. “We listened to their feedback, did our homework in terms of how the service would operate and now we’re ready to deliver.”

The move to door-to-door service is meant to help reduce missed trips and improve safety and on-time performance. “Drivers will connect with customers more directly by going to their door,” said Selene Faer Dalton-Kumins, Director of MetroAccess Service. “In turn, customers will get more personal service and additional assistance with packages.”

Metro has been preparing MetroAccess customers for the change in service for several months. This spring, representatives from Metro’s Department of Access Services visited area advocacy groups, centers for independent living and jurisdictional disability advisory committees and commissions to discuss implementation of door-to-door service. Metro also hosted public information sessions this spring in suburban Maryland, Northern Virginia and the District of Columbia.

In addition, Metro mailed information materials to more than 19,000 current MetroAccess customers, including a new updated MetroAccess Customer Guide, special edition newsletter and brochure. Automated phone calls have been made to all customers and automated messages on MetroAccess phone lines include details about door-to-door service.

Information materials are available online and in accessible formats at http://www.wmata.com/metroaccess/, along with a video that Metro produced to show customers what to expect with the new door-to-door service. More customer information is also available by calling 301-562-4640 (TTY 301-588-7535).