Customer Service Week kicks off today: Here’s what it means to us

Whenever you take a ride on one of Metro’s buses, trains, bikes, or Metro Micro vans, your ride is supported by hundreds of people –– drivers, mechanics, service attendants, custodians, security staff, call centers, mail clerks, and dozens of other teams that you might not see on a daily basis but nevertheless play a vital role in helping you get from A to B.  

This week, as Customer Service Week kicks off around the world, we wanted to take a moment to reflect on what it means to all of us here in the transportation industry –– and all of our hard-working employees responsible for moving us around LA.  

Why does this week matter to us at Metro? A few thoughts.  

–– With over 11,000 employees, our Metro family is very big, and we’re never in one place. In addition to our headquarters at Union Station, we work out of 17 bus and rail divisions scattered throughout LA County. At any moment, we have hundreds of operators, security personnel, service reps, street teams, and so many others roving our 1,447 square mile service area. This week is an opportunity to realize that we’re part of one team … and we’re all in this together. 

–– While customer service is essential to thousands of different industries, the transportation industry is unique. We tend to organize our days around our destinations, not so much the trips. Oftentimes, customer service only gets noticed when something goes wrong. That’s why it’s so important to recognize the hard work that goes into making your trips seamless –– and even uneventful –– every day.  

–– For the past year, we’ve been operating by a new mantra –– “Putting people first.” What does it mean? Putting our riders first by delivering great service while improving your experience on the system. And putting our employees first by providing them resources and opportunities to develop their talent. This week is a celebration of both of those things.  

And we want your help!  

We’re excited to launch a new program that allows you to call out our staff when they’re doing a great job.  

It’s called the S.T.A.R. program (or Special Thanks and Recognition).  

How do you use it? Easy!  

Visit or one of our Customer Care Centers to submit a S.T.A.R. form. It only takes a minute or two, and it’s totally free. We take your feedback very seriously –– our hardworking staff will certainly appreciate it, and it’s critical to making our service faster, more efficient, and more welcoming for everyone.  

Thanks for riding Metro.   


Categories: Transportation News