Rider complaints about poor communication during mishaps are longstanding. Metro began developing its "Communication Initiatives" last year and unveiled the plan after a string of disruptions raised those issues again this month. Metro officials think the system does relatively well communicating about planned events. In emergencies, however, it has tended to focus on solving the problem rather than telling riders what's going on, often creating unrealistic expectations during service disruptions.
Project information compiled by staff writer Robert Thomson
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For Deaf Rider, Frustration Mars Metro Experience Article | A Gallaudet University student who is deaf wrote to describe the communications hurdles involved in riding the transit system. The writer compared his experiences this year with his first impressions of Metro.