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Help & Contacts
Metro Headquarters
Los Angeles County Metropolitan Transportation Authority
One Gateway Plaza
Los Angeles, CA 90012-2952
213.922.6000
Contact Info & Links
| Metro Transit Info | 323.GO.METRO (323.466.3876) Monday – Friday, 5am – 9pm, Sat/Sun – 6am – 6pm planatrip@metro.net |
| TAP Customer Service | 866.TAPTOGO (1.866.827.8646) https://www.taptogo.net/ Monday – Friday, 8am – 4:30pm |
| LA Metro Transit Watch app | 888.950.7233 24 hours Available on the App Store and Google Play |
| Lost and Found | 3571 Pasadena Avenue LA, CA 90031 323.937.8920 Monday – Saturday 9:00am – 5:00 pm To report a lost item visit our Lost & Found |
| Metro Customer Relations | CustomerRelations@metro.net 213.922.6235 1.800.464.2111
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| Metro Customer Centers | Union Station/Gateway Transit Customer Center – East Portal One Gateway Plaza LA, CA 90012 6:00am – 6:30pm Monday-Friday Photo booth available |
| Baldwin Hills Crenshaw Customer Center 3650 W. Martin Luther King Blvd., Ste 189 LA, CA 90008 10:00 am – 6:00 pm Tuesday – Saturday Photo booth available |
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| East Los Angeles Customer Center 4501 B Whittier Blvd. LA, CA 90022 10:00 am – 6:00 pm Tuesday – Saturday Photo booth available |
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| Rosa Parks Customer Center Willowbrook/Rosa Parks Station 11720 Wilmington Ave Los Angeles, CA 90059 6:00 am – 6:30 pm Monday – Friday |
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| Wilshire/Vermont Customer Center 3183 Wilshire Blvd, ste 174 LA, CA 90010 10:00 am – 6:00 pm Monday – Friday |
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| Metro ExpressLanes Service Centers | Service centers in Torrance and El Monte are temporarily closed due to COVID-19 related orders. Remote representatives will be available to answer calls Monday through Friday 9:00 a.m. to 5:00 p.m. Temporary changes have been made to the way we operate during these uncertain times. Please visit https://www.metroexpresslanes.net/covid-19-updates/ for summary of limited services and COVID-19 updates. |
| Torrance Service Center 20101 Hamilton Av, Ste 100A Torrance, CA 90502 Monday-Friday 10am-7pm |
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| El Monte Service Center 3501 Santa Anita Av El Monte, CA 91731 Monday-Friday 10am-7pm |
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| Call Center (877) 812-0022 TDD/TYY 711 Monday-Friday 7am-7pm |
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| Sexual Harassment Assistance | Metro Security 888.950.7233 Metro’s hotline (24/7 confidential sexual harassment counseling) 1.844.OFF.LIMITS (1.844.633.5464) |
| Wheelchair Lift Hotline | 1.800.621.7828 |
| Riders with hearing or speech impairments | Use the California Relay Service 711 + the number you need |
| Wheelchair Lift Hotline | 1.800.621.7828 |
| Metrolink Schedule and Route Information | Southern California’s long-distance commuter rail system |
ADA-Related Service Complaints
Metro welcomes comments and complaints from customers on their experiences using Metro buses and trains. Customer input helps us identify areas needing improvement, and commendations are always appreciated.
All customer complaints are carefully reviewed, and those submitted by customers who experience accessibility or ADA-related problems are additionally reviewed for adherence to Metro policies by ADA Compliance staff in the Civil Rights Programs Compliance Department.
(Note: Customers who wish to file a Civil Rights complaint are required to file a separate complaint using the Metro Civil Rights Complaint Form and submit to Customer Relations.)
To file a service complaint, customers may contact Metro using any of several different methods:
- Call by telephone or TDD
- Send a fax (213.922.6988)
- Use an online form
- Send an email
- Send a letter by U.S. Mail
- Visit Metro in person
All submittal methods will result in the Customer Relations department receiving the complaint information and entering it into the customer comment data base, which documents every complaint received and all related follow-up activities. Customers with an ADA-related complaint will receive a complaint confirmation/tracking reference number, usually within the same day but no later than five (5) business days from the day Metro receives the complaint. If the customer does not receive a response within the five (5) day timeframe, he or she can call the Civil Rights Program Compliance Department at 213.922.7375 to obtain the confirmation/tracking reference number.
Responsible Metro operating divisions or administrative departments investigate all complaints and implement any corrective actions to be taken. Complaints involving ADA or accessibility elements receive an additional review by Metro’s ADA Compliance staff after the division/department investigation has been completed.
After the ADA Compliance oversight review has been completed, Customer Relations will provide a written reply to the customer, to the contact address provided, within ninety (90) days of receiving the complaint. All complaints are investigated within a few weeks, but some may require more extensive investigation, or require more time to identify corrective measures. In any case, a written reply will be provided to the customer within ninety (90) days.
Whether our customers are submitting complaints about service problems or sharing a great experience, we welcome the opportunity to be of service.
