WMATA WMATA Customer Service 3

Question 1

How does WMATA notify customers of major service disruptions?

Accepted Answer

Through MetroAlerts, the website, social media, and platform announcements

Answer

Only through television news

Answer

By posting notices at stations one day in advance

Answer

Via mail only

Question 2

What is the purpose of WMATA's Passenger Bill of Rights?

Accepted Answer

To set customer service standards and expectations for WMATA passengers

Answer

To outline employee benefits

Answer

To define fare pricing

Answer

To establish legal liability limits

Question 3

A customer reports being overcharged for a rail trip. What is the correct first step?

Accepted Answer

Ask the customer for their SmarTrip card number to review the transaction history

Answer

Immediately issue a credit

Answer

Tell the customer fares are non-refundable

Answer

File a report and wait for a manager

Question 4

What is WMATA's reduced fare program called for seniors and persons with disabilities?

Accepted Answer

Reduced Fare Program

Answer

Senior Metro Pass

Answer

Metro Access Discount Program

Answer

ADA Rider Card

Question 5

How must WMATA staff handle a customer who appears to be intoxicated at a station?

Accepted Answer

Notify Metro Transit Police and monitor the situation

Answer

Remove them from the station immediately

Answer

Offer them water and a seat

Answer

Ignore them unless they are causing a disturbance

Question 6

What is the WMATA standard for wait times at customer service windows?

Accepted Answer

Customers should be served within 10 minutes

Answer

No standard exists

Answer

Maximum 30-minute wait

Answer

First come, first served with no standard