As part of Metro’s efforts to improve the customer experience, our Station Evaluation Program ensures bus and rail stations — as well as the major transit centers that Metro serves — remain in a state of good repair through quarterly inspections. This is in addition to Metro’s routine station cleaning, which includes daily sweeping and mopping and weekly pressure washing.

In response to COVID-19, the agency has also strengthened cleaning at Union Station and major transit hubs with an elevated focus on cleaning high touch point areas such as handrails, elevator call buttons and TAP vending machines. Cleaning crews continue servicing heavy rail stations three time daily and light rail stations at least twice daily. Buses and trains are also cleaned and sanitized at least once daily with EPA-approved disinfectants. 

As of last quarter (which ended in March 2020), 142 stations have been inspected, including: 96 rail stations, 29 busway stations and 17 transit centers. Each station was rated on a scale from 0 to 10 based on cleanliness, properly functioning equipment, hazardous conditions and more, with 10 being very good and zero being unsatisfactory.

None of the stations were found to be unsatisfactory. Of the stations that scored in the marginal range, staff mostly noted dirty floors, graffiti, pigeon presence/excessive amount of bird droppings, vandalized electrical outlets, etchings on TVMs and damaged paint on floor or railings.

Once inspected, issues that needed attention were immediately reported to maintenance teams for follow up. Metro also worked with cities and partner agencies to ensure issues found on non-Metro property were addressed in a timely manner.

Unfortunately, due to COVID-19 related financial impacts, the Station Evaluation Program will be required to reduce its area of coverage next quarter. Staff will prioritize inspections of stations that had the lowest ratings and high traffic. Despite this, our facilities maintenance crews will continue to service the heavy rail stations three times daily and light rail and bus stations at least twice a day while also pressure washing each station at least once per week.

And though our stations are being inspected, we still welcome customer feedback. Please report any issues you encounter at our stations in real time by:

• Informing Metro staff
• Using the station intercom
• Emailing CustomerRelations@metro.net or calling 323.GOMETRO
• Sending us a message on Twitter @metrolosangeles

If you’re interested in getting the Station Evaluation reports firsthand, we encourage you to attend a Service Council meeting! Meetings are usually held each month around the County and provide opportunities for you to share direct input on service issues in your communities. Service Council agendas are posted here every month; Station Evaluation Program reports are shared quarterly.