Rush Hour Promise

Metro has been working hard to improve your commute. Thanks to our fleet of new trains, enhanced maintenance programs, and renewed track infrastructure, the vast majority of Metro customers are arriving at their destinations on time. Now, in 2018, we're ready to show you we're accountable for delivering reliable service. It's called the Rush Hour Promise.

If your rush hour trip on Metro is delayed by 15 minutes or more, the ride is on us.

Here's how it works:

  • Metro will provide credits, as outlined below, to customers who experience a delay of 15 minutes or more during rush hour service (Monday through Friday, from 5 a.m. until 9:30 a.m. and from 3 p.m. to 7 p.m.). The program is not in effect on holidays, during off-peak hours, or weekends.
  • To participate, customers must use a registered SmarTrip card. If your SmarTrip card is not yet registered, you can do so free of charge here. Credits cannot be issued retroactively to cards that were not registered at the time of travel.
  • Each customer may receive up to four (4) Rush Hour Promise credits per calendar month. For additional terms and conditions, please click here.

Metrorail
The process is automatic, and customers do not need to contact Metro to request a credit.
If your trip qualifies for a Rush Hour Promise credit, expect to receive an email from us the following business day, followed by credit on your SmarTrip card within 5 business days.
For trips that take 15 minutes or longer than the expected travel time range, as calculated by the My Trip Time application, customers will receive a SmarTrip credit good for future travel on Metro.
  • If paid using stored value, the credit will be the full value of the delayed trip
  • If using a pass product, a $3 credit will be issued (NOTE: U-Pass and Kids Ride Free passes are not eligible for the Rush Hour Promise)
Most common causes of delay are included in the Rush Hour Promise. However, credits will not be issued under the following limited circumstances:
  • Major capital work projects when customer notification is made in advance.
  • Severe weather events (e.g. major winter snowstorms) when Metro service is adjusted and/or customer notification is made in advance.
  • Extraordinary circumstances or "force majeure" events, such as a region-wide blackout or major security incident, when service is affected.
Metrobus
Because bus customers do not tap a SmarTrip card at the end of their trip, the process is not automatic. However, bus customers can quickly request a Rush Hour Promise credit request through our Customer Service web form. We'll confirm your delay and credit your SmarTrip within five business days.
The Rush Hour Promise does not apply to trips delayed by traffic, weather, or factors outside of Metro's control.
For trips that take 15 minutes or longer than expected due to factors within Metro's control, customers will receive a SmarTrip credit good for future travel on Metro.
  • If paid using stored value, the credit will be the full value of the delayed trip
  • If using a pass product, a $1 credit will be issued (NOTE: U-Pass and Kids Ride Free passes are not eligible for the Rush Hour Promise)
For additional details about Metro's Rush Hour Promise, please read the Terms & Conditions.