Customer Guide To Metrobus And Metrorail For People With .

Metro requires all Metrobus operators tocheck the ramps and lifts before busesleave our garages. Mechanics are on-handat each Metrobus division to ensure thebus ramps and lifts are working properlyor repaired quickly.Respirators and Portable OxygenYou are allowed to bring a respirator orportable oxygen supply on board transitvehicles, if needed. This provision ispermitted on both Metrobus andMetrorail.The ramps and lifts work properly most ofthe time, but sometimes break due tounexpected circumstances, includingsnow and ice. In these situations,arrangements must be made for anotherbus to cover the route.DISCOUNTED FARESIf you are 65 years of age or older, or havea Metro Disability ID Card obtainedthrough applying for Metro’s ReducedFare Program, or have a Medicare cardand photo ID, you may ride at all times forhalf the peak fare on Metrorail, and for85 on regular Metrobus routes.When a bus ramp or lift is out-of-order,Metro takes steps to help you. If the nextbus is scheduled to arrive in more than 30minutes, a different bus will be dispatchedto pick you up.You are also eligible for discounted fareson most local transit buses (e.g., D.C.Circulator,FairfaxConnector,Montgomery County Ride On, PrinceGeorge’s County - The Bus, etc.) Formore information about this program,please visit the Metro webpage atwww.wmata.com. Once you are on thewebpage click on “Fares”, and then clickon “Reduce Fares”.Ramps can be manually operated by theMetrobus operator. Ramps are found onMetrobuses with low floors and withoutsteps. Metro has been buying low floorbuses because they have proven to bemore reliable for you, our customer.If you use a manual wheelchair and needassistance using a ramp or lift, theMetrobus operator is required to assistyou. However, operating the controls of apower wheelchair must be done by thecustomer.You may also contact the Metro’sDepartment of Access Services at202-962-1100 (TTY: 202-962-2033) orby email at access@wmata.com.Any passenger with a disability canrequest the use of a ramp or lift. If youcan stand and/or walk, but have difficultymanaging the steps to enter a bus, youmay ask the Metrobus operator for thelift or ramp and use it while standing.METROBUSAll Metrobuses are wheelchair accessiblewith either ramps or lifts, and allMetrobus operators are trained to operatethem. The ramps and lifts are located atthe front doors of the buses.7

with securement, the Metrobus operatormust provide assistance to you.You must be allowed enough time toboard and get off the bus. This includesthe Metrobus operator waiting until youare seated before leaving the bus stop. Ifyou have limited mobility or difficultymaintaining your balance while the bus ismoving, ask the Metrobus operator to waituntil you are seated before driving away.Metrobus operators are required to honorthis request.Metrobus operators will do their best tosecure your wheelchair. Metro cannotdeny transportation to you if yourwheelchair or mobility device cannot besecured by a vehicle’s securement system.A seat belt and shoulder harness isavailable in each wheelchair securementlocation. These are mounted to the insideof the bus and serve the same function asseat belts in a car. While manywheelchairs are equipped with “seatbelts,” intended to keep you from fallingout of your wheelchair, chair-mountedrestraints will not provide any safetyfunction on the bus. You may request helpwith a seat belt and shoulder harness onthe bus, but you are not required to usethese restraints. The seat belt and shoulderharness must never be used unless thewheelchair is also secured.If you need to use the bus ramp or lift, youmust be allowed to get off at any bus stop,unless the ramp or lift cannot be deployed,the ramp or lift will be damaged ifdeployed, or temporary conditions exist atthe bus stop that make the stop unsafe.Examples of these temporary conditionsmight include construction or an accident.In addition to having a ramp or lift on allMetrobuses, all buses kneel or lower tomake it easier for you to step on and offthe bus.If you use a wheelchair, you have theoption of staying in your wheelchair ortransferring into a standard seat on thebus. If you choose to transfer, yourmobility device must be stored in thesecurement location.Wheelchair Securement onMetrobusAll Metrobuses have securement systemsto limit the movement of wheelchairs forsafety purposes. Each bus has twowheelchair securement locations, locatedwithin the priority seating area. Thewheelchair securement system on mostMetrobuses includes four separate strapsthat are attached to the frame of thewheelchair and to the floor of the vehicle.If securement locations are alreadyoccupied by other passengers withmobility devices and you use awheelchair, it may be necessary to waitfor the next bus.Metro requires the Metrobus operator toask you if you want to be secured butallows you to decide. If you request help8

Metrobus Stop AnnouncementsNext BusAll Metrobuses have an automated audiostop announcement system, which alsoincludes a visual display. Metrobusoperators announce all transfer points,major intersections, and destination pointsto help orient individuals with disabilitiesto their location. In addition, Metrobusoperators are required to announce anystop upon your request.Next Bus allows Metro customers to learnwhen the next bus will arrive for all stopsin the Metrobus system. This feature isaccessed by visiting Metro’s webpage at:www.wmata.com. Once you are on thewebpage click on Schedules & Maps,thenclick on Next Arrivals, and finally clickon Bus. You will need to know the routenumber and the direction you are going.Next Bus information can also beobtained by calling 202-637-7000. Selectthe Next Bus option, and enter the busstop ID number. Each bus stop isidentified by a unique seven-digit number,which can be found on the bus stop signor Next Bus sign located below the busstop sign.Metrobus StopsThere are over 11,000 bus stops in theWashington metropolitan region servedby Metrobus. Most bus stops in the Metroservice area are NOT owned ormaintained by Metro, except for those busstops located at Metro stations. Themajority of bus stops in northern Virginia,suburban Maryland, and the District ofColumbia are owned and maintained bythe local jurisdictions (e.g., ArlingtonCounty, Fairfax County, City ofAlexandria, Montgomery County, PrinceGeorge’s County, etc.).Metro is involved in a Bus StopAccessibility Improvement project, and aBus Stop Accessibility Problems form(enclosed) has been developed for you toreport concerns related to accessibility atbus stops. If you identify a bus stop thatyou believe has accessibility issues,please fill out and submit the form, or callthe Office of ADA Policy and Planning at202-962-1100 (TTY: 202-962-2033). Itwill help if you can tell us the bus stopnumber located at the top of the bus stopsign.9

elevator doors, train doors do not reopen if they bump into a person orobject. For your safety, please do not tryto enter or leave a train after the doorclosing announcement is made.METRORAILAll Metrorail trains are accessible; havepriority seating for customers withdisabilities located at the middle sectionof each car; and have emergencyintercoms located at the end of each car,in case you need assistance. NewerMetrorail cars have designated wheelchairparking at the middle of each car andoverhead signs to tell you what train youare on. Poles near doorways have beenremoved from the middle of manyMetrorail cars to allow customers usingwheelchairs to board and disembark moreeasily.Wheelchair Securement onMetrorailThe ADA does not require, and Metrodoes not provide, wheelchair tie-downs onMetrorail trains. Wheelchair tie-downsare not necessary and you can ride safelyon Metrorail without these. However,please do remember to put yourwheelchair parking brake on while ridingMetrorail.Rail car gap reducers at every Metrorailcar door shorten the space between thetrain entrance and the platform to make iteasier for you to get on and off the train,especially if you use a wheelchair.Metrorail StationsMetro works hard to maintain, in goodworking condition, features that make oursubway facilities accessible to people withdisabilities. If accessible features aredamaged or out-of-order, Metro makesrepairs as promptly as possible. Inaddition, Metro takes reasonable steps toassist you if you need to use thosefeatures.Metro has installed barriers between railcars to prevent our customers who areblind or have low vision from mistakingthe space between rail cars for theentrance to the train.Metrorail trains have brightly litdestination signs on the front of each train,and internal and external speakers toannounce the train line and destination, soyou know you are boarding the rightvehicle.Elevators are the safest way for personswho use wheelchairs to access a station.Metro elevators have security camerasand emergency intercoms, so you cancontact the station manager. Someelevators also have an Auto-Dispatchfeature. The auto-dispatch feature isinstalled within elevators that only serve 2primary locations, for example: street-tomezzanine locations or mezzanine-toplatform locations. When an elevator iscalled from either level and the customerBefore train doors are closed or opened,train operators make an announcement tostand clear (2000, 3000, 5000, and 6000series trains only). Additionally, a uniquechime is signaled and blinking lights neareach door flash. Please remember to standclear of the closing doors. Unlike10

Every Metrorail station mezzanine has anextra-wide faregate to make accesseasier. Other accessibility features includeSmarTrip targets on the side of theextra-wide faregates.crosses the threshold of the elevator doors,the auto-dispatch feature is activated andeliminates the need to push any additionalbuttons, and transports the customer to thenext level or location. Elevators that servemore than two levels or locations will nothave this feature.Large electronic signs are in everyMetrorail mezzanine and on everyMetrorail platform to provide you withinformation you need. This informationincludes which train is arriving next andwhen; which station elevators are out-ofservice, and which stations are operatingbus shuttles to those stations; serviceinterruption information; and emergencyinformation.At every elevator there is a sign thatprovides you two important phonenumbers. The first is 202-962-1212,which provides the latest information onelevator outages. The second phonenumber is 202-962-1825, which puts youin direct contact with Metrobus shuttleservice, which operates when elevatorsare out-of-order. (Please see the ShuttleSection of this document on Page 21.)Signs are posted in station mezzaninesdescribing work being done on Metrorailand how that could impact your trip.Large signs on the platform wall indicatethe station name and street exits, andinclude the International Symbol ofAccessibility symbol/logo to direct you tothe accessible elevator exit.Emergency intercoms are also located oneach platform and marked with a whitestripe or the word HELP. There is also anemergency rollover system to theOperations Control Center in the event thestation manager is out of the kioskassisting other customers. In anemergency, you can call the stationmanager for assistance by pressing theemergency call button located at everyelevator. Metro aims to have a staffmember respond to station emergencycalls in about 45 seconds. Please do notuse this button unless you do have anemergency.Lights on the platform edge flash whena train is arriving.If you ever are in need of additionalassistance, do not hesitate to ask thestation manager. As with every Metroemployee, it is his or her job to help you,our customer.Lower panels on Metro fare vendingmachines make it easier for you to addvalue to your SmarTrip card. Farevending machines also have instructionsin Braille, raised letters, and audio.11

placed on the Passenger InformationDisplay System (PIDS), and Metro staffcollaborates with the Council ofGovernments - Fire Chiefs Subcommitteeand Community Emergency Responseteams in the region.Metrorail AnnouncementsOn the Metrorail system, train operatorsannounce which line (Blue, Green,Orange, Red, Yellow or Silver) the trainservices, and the current and next stationwhere the train will stop (2000, 3000,5000, and 6000 series trains only). Theannouncements are broadcasted insideeach rail car as well outside of the train tothe platform.Evacuations begin with an assessment ofcustomers’ severity of injury. Those withthe most severe injuries are evacuatedfirst, followed by women and children,then those who need mobility assistance,and finally individuals who do not needassistance. Customers with disabilitieswho use mobility devices may initially beevacuated without the device and thenlater reunited with the device.Metrorail Emergency PreparednessOn a regular basis Metro conductsexercises on preparedness to improve theresponse to any emergency situation.Metro pre-stages emergency equipmentand supplies throughout Metrorailstations. Metro E-tech carts, E-kit lightsticks, and battery operated carts arelocated on Metrorail platforms, and usedfor rescue by local fire and emergencymedical technician departments.SmarTrip Dispenser MachinesMetro SmarTrip Card dispensers arelocated at each Metro station. They areconveniently located near the fare vendingmachines. They are fully equipped withBraille signage and audio instructions.In each Metrorail station, next to the faregates, is an emergency exit gate. Thesegates are intended for use only inemergency situations. They give Metrothe ability to evacuate customers morequickly from a station in the event of anemergency and are not designed forregular use. The use of these gates bycustomersduringnon-emergencysituations is not permitted. MetroAccesscustomers who are also certified to rideMetrorail are to use the accessible faregate.TOP TIER - The screen is on top. Touchit and it will activate audio instructionswhich describe everything the screendisplays.Each Metrorail car has a sign whichoutlines instructions for emergencyevacuations. In the event of anemergency, information is immediatelyMIDDLE TIER - (Below the screen). TheSmarTrip Card dispenser is on the left,and the credit/debit card payment insert ison the right.Customers can purchase a SmarTrip card for 10. The card costs 2 and isloaded with 8 in fare value. Themachines take cash, debit cards, and creditcards.Fare vending machines are organizedfrom top to bottom in this order:12

BOTTOM TIER - The audio volumecontrol, the headphone jack, and the PINpad are located on the angled section. Thecash insert tray is located on the flat areabelow, on the left side of the machine. Areceipt dispenser is located lower on theright side of the machine.To add fare to your SmarTrip CardYou may use any fare vending machine inour system to add fare to your SmarTrip Card.To register your SmarTrip CardTo register your card online please visitthe Metro webpage at www.wmata.com.Once you are on the webpage click on“Fares”, then click on “SmarTrip ”, andthen click on Create an Account.To use AudioTouch the screen. (To use headphones inlieu of speakers, touch the screen andinsert headphones to the audio jack next tothe pin pad). Use the toggle button toadjust volume.For Customer Service call1-888 SMARTRIP or 1-888-762-7874To pay with cashInsert bills into the cash insert tray. Whenthe machine has received 10 it willautomatically issue the SmarTrip cardand provide you with a receipt. Themachines only accept 1, 5, and 10bills.To pay with credit cardInsert your credit card into the card reader.Enter your zip code on the pin pad. Themachine will automatically issue theSmarTrip card and provide you with areceipt.To pay with debit cardInsert debit card into reader. Enter PINnumber on pin pad. The machine willautomatically issue the SmarTrip card andprovide you with a receipt.13

Metrorail Station FactsAs of July 1, 2017, 90 Metrorail stations have bumpy tiles that alert you that you arenearing the edge of the platform on the entire length of the platform floor.Station currently without Bumpy TilesArlington CemeteryMetrorail Stations with Center PlatformsAddison RoadAnacostiaArchivesBenning RoadBethesdaBraddock RoadBranch AveBrookland-CUACapitol HeightsCapitol SouthCleveland ParkCollege Park-U of MDColumbia HeightsCongress HeightsCourt HouseDeanwoodDunn LoringEast Falls ChurchEaste

obvious that a particular animal is a trained service animal, a WMATA employee may ask the individual with the animal if it i s a service animal required for a disability and how the animal assists the customer. WMATA will not request written assurances before permitting the se