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WMATA Customer Service Flashcards

6 cards from real WMATA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 6 WMATA Customer Service flashcards as text

  1. What is the correct way for WMATA staff to address a customer who is visibly upset?

    Answer: Remain calm, speak slowly, and use de-escalation techniques

    WMATA staff are trained to remain calm and use de-escalation techniques to help diffuse tense customer interactions.

  2. What is WMATA's policy on providing personal customer account information over the phone?

    Answer: Verify identity with security questions before releasing any account information

    WMATA requires identity verification through security questions before any account information can be shared with a customer.

  3. How should WMATA employees handle a request for a SmarTrip card refund?

    Answer: Direct the customer to the online refund portal or customer service center

    SmarTrip refund requests are processed through the online refund portal or at a WMATA customer service center.

  4. What is the SmarTrip card minimum reload amount at a WMATA fare machine?

    Answer: $5.00

    The minimum reload amount for a SmarTrip card at a WMATA fare machine is $5.00.

  5. Which WMATA service allows customers to plan trips using multiple transit modes?

    Answer: WMATA Trip Planner

    The WMATA Trip Planner allows customers to plan multi-modal trips combining rail, bus, and other transit options.

  6. What is WMATA's policy regarding customer feedback on system cleanliness?

    Answer: Accepted at any time through the website, app, or phone and logged for follow-up

    WMATA accepts customer feedback on cleanliness at any time through multiple channels including online, app, and phone, and logs it for action.

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Sources & references

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  1. wmata.com — Eligibility, fees, retake policy, score release, score validity · verified Oct 2026