Metrolink

What happens if you're riding on Metrolink and an earthquake strikes? Metrolink trains are equipped with a system to safely slow or stop trains during intense shaking. Here’s an explanation from Luis Carrasquero, Deputy Chief Operating Officer.

Rider Sandra P. wrote in a commendation for Conductor David Rodriguez recently for his thoughtful communication during service interruptions. "This is an important work quality that needs to be addressed and taught," Sandra said. "Commuters depend on it because we also have places to be and timelines to meet. He demonstrates empathy. He is clear with his communications. He is approachable and considerate. He represents you extremely well!" Well done, David!

When rider John L. and his family missed their stop, Conductor Sam Garcia ensured the panicked family's safety and comfort as he routed an itinerary for them to get home. "Conductor Garcia, in my opinion, is a true professional and a total asset to Metrolink," John wrote to us. Our conductors continue to set the standard!

This week is National Customer Service Week, and we'd be remiss if we didn't take a moment to recognize our frontline teams in Customer Experience. Our Metrolink riders encounter members of our Customer Relations team (pictured left) at L.A. Union Station and perhaps even elsewhere in our system. They are the primary point of contact for train riders, informing customers at the train platforms during service disruptions, making public address announcements, and assisting in preventing unnecessary delays to passengers. And that's not even the half of it. Our Communications Desk (pictured right) provides train service updates to customers through social media platforms and station electronic message boards. The team also coordinates alternate transportation during service interruptions, responds to customer comments, and is critical to the agency’s emergency communication procedures. Without these two teams firing an all cylinders, Metrolink just isn't Metrolink. Thank you for all of your work to make our customer experience unforgettable.

Last week, Metrolink received a Grand Award from the American Public Transportation Association (APTA) for their annual AdWheel Awards celebrating the best in public transportation marketing, communications and customer experience efforts. Metrolink's Student Adventure Pass campaign was honored in the category "Best Campaign to Support Ridership." Amber Moyers, the project manager for the campaign and the curator of the submission, accepted the award on Metrolink's behalf at the APTA TRANSform conference in Anaheim.

"Cool as a cucumber" is how Metrolink rider Judy H. described Conductor David Miramontez. When writing her commendation into metrolinktrains.com, Judy also cited Conductor David's kindness, friendliness and finesse with passengers not abiding by the code of conduct. Excellent work, conductor!

On Tuesday, October 1, Metrolink ridership reached a new post-pandemic record with 22,591 boardings, breaking the previous record of 22,089. Programs like Student Adventure Pass are starting the new school year with a culture of rail travel, so we are excited to see this progress. Thank you to our riders who #takethetrain!

Anna Denecke is part of the Government Relations team. She plays a vital role in educating policymakers in Washington and Sacramento about Metrolink’s vision for the future of transit in Southern California. Through her advocacy for our services, Anna helps ensure the agency delivers more convenient, affordable, and timely transit solutions for our communities.

Metrolink will soon offer customers greater flexibility, including more midday options, to better meet the region’s evolving transportation needs. Beginning Monday, Oct. 21, Metrolink is adding 32 weekday trains, accounting for a nearly 23% increase in service. The new schedule will also streamline connections between lines, making it easier for riders to navigate Metrolink’s six-county service area. The upcoming schedule change represents the next step in the agency’s transformation from a conventional commuter service to a robust regional passenger rail connector – an evolution dubbed by Metrolink CEO Darren Kettle as “Metrolink Reimagined.” In addition to increasing weekday service levels, the new schedule will optimize connections across the system, reducing wait times for most passengers transferring from one line to another and facilitating travel between counties. The number of connections available throughout the day is increasing by more than 300%, and most customers will experience wait periods of just 10-20 minutes. These operational efficiencies will also allow Metrolink to utilize fewer train sets to run more trains. Metrolink’s Orange County, San Bernardino and Inland Empire-Orange County (IEOC) lines will see the most significant changes. The San Bernardino Line will welcome sixteen new weekday trains, including ten roundtrips from L.A. Union Station to Covina. The Orange County Line will add seven trains with all weekday trips operating at least as far south as Irvine, and four new IEOC Line trains will bolster connectivity between Riverside and Orange counties. The final weekend IEOC Line train from Oceanside to San Bernardino has also been adjusted and will leave three hours later to allow visitors more time to explore the renowned coastal destination. The Ventura County and 91/Perris Valley lines will each add two weekday trains, while one underutilized Riverside Line trip has been removed. The number of trains serving the Antelope Valley Line will not change, though eight trains that currently operate between Los Angeles and the Via Princessa Station will be extended to and from the Vista Canyon Station. The new schedule will complement Amtrak Pacific Surfliner codeshare trains between Los Angeles and Ventura, which will not be affected. Many existing Metrolink routes have been shifted slightly earlier or later to more effectively space service throughout the day. Times and station stops may not align with current offerings, and customers are encouraged to consult the new schedule when planning their next trip. The full schedule is available at https://lnkd.in/grGj3DNm