Metro is planning to refund customers if they arrive 10 minutes late to their destination during rush hour, tightening the previous promise to refund riders who had to wait.
The Rush Hour Promise policy previously refunded customers if they left their destination station more than 15 minutes according to an estimated trip time. Roughly $1 million has been refunded directly to Smartrip cards since Jan. 26.
General Manager Paul Wiedefeld says their service is improving and that's why they can offer a tighter timeline for arrivals.
"The customers are saying we're good," Wiedefeld said. "We have to be better than good."
The 10-minute promise takes effect Jan. 1.
