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Thread: Anyone got suggestions on what do about Metro?

  1. #1
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    Default Anyone got suggestions on what do about Metro?

    On April 19, I was late enough at the office that I decided to take my bike on the last Metro train home. When I arrived in Bethesda, the elevator was not running. When I asked why, an employee told me that it is "policy" that the Metro elevator is closed when the last train arrives, so the people on the last train can't actually use it to get out of the station. This is bad enough for me, when I have to (illegally) drag my bike up the long escalator. But what on earth do they expect people in wheelchairs to do?

    And yes, I understand that they may not want to have people coming down the elevator when they've already missed the last train. But it seems to me that they could have one station employee make one last trip up with those coming off the train who need to use the elevator.

    So I filed a complaint with Metro. The first thing I got was a general acknowledgement of my e-mail, saying they'd get back to me. Then today, I got this:
    Thank you for contacting the Office of Customer Relations. We appreciate that you submitted this report. We apologize for any inconvenience.

    Your email has been forwarded to the appropriate department for review and the necessary corrective action.


    We thank you for sharing your experiences and thoughts, as we diligently review each case and email that is presented for future corrections and improvements.


    We appreciate your patience while we work to improve Metroís safety, service and reliability and to deliver a world-class system that benefits the nationís capital.


    Thank you for using Metro.


    Sincerely,
    Mrs. Rose
    So, they aren't referring to my actual complaint (just that it had something to do with safety, service and reliability), and aren't specifying what they are going to do about it? Why do I suspect that they aren't planning on making any changes at all?

    Does anyone know whether this is "policy" at stations other than Bethesda? Or whether there is some other avenue for getting the issue dealt with?

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  3. #2
    dasgeh's Avatar
    dasgeh is offline Queen of Family Biking & All Things Kidical
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    Tweet the gm?

    Sent from my ONEPLUS A3000 using Tapatalk

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    If you don't get relief by contacting Metro directly, you might also want to consider an Americans with Disabilities Act complaint. Metro is publicly funded and has chosen to implement a policy that may exclude a protected class of individuals from utilizing services.

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    Wow.. I'm baffled that this is a policy that exists today and I can't believe that executive board or whatever would knowingly allow this to go on. They surely should know the laws regarding disabled access?!

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    I wonder if they have a way to turn the elevator back on for wheelchairs, and just leave it off for everyone else. Otherwise, I have a hard time seeing this being legal.

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    Disclaimer - I am pretty good with ADA but am no means an expert.

    Section 206 of the Americans with Disabilities Act and Architectural Barriers Act Accessibility Guidelines don't seem to provide an "unless inconvenient" exception.. 206.2.1 says "At least one accessible route shall be provided within the site from accessible parking spaces and accessible passenger loading zones; public streets and sidewalks; and public transportation stops to the accessible building or facility entrance they serve."

    I suppose the question for WMATA is "Can you describe the ADA/ABA compliant route from the ______________ at the ______________ station to the street?"

    The WMATA website https://www.wmata.com/service/access.../metrorail.cfm says "All Metrorail stations and rail cars are accessible."

    WMATA's ADA Ombudsman is

    David J. Shaffer
    ADA Ombudsman
    Office of ADA Policy and Planning
    600 5th Street, NW
    Washington, DC 20001
    202-962-1100
    TTY 202-962-3780
    access@wmata.com

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  9. #7
    KLizotte's Avatar
    KLizotte is offline I really need to log off the internet and go for a ride.
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    I strongly suspect they are shutting it off early just so they can head home that much sooner. Not only are people with disabilities inconvenienced, but those with strollers, bikes, crutches, etc.

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    Quote Originally Posted by KLizotte View Post
    I strongly suspect they are shutting it off early just so they can head home that much sooner. Not only are people with disabilities inconvenienced, but those with strollers, bikes, crutches, etc.
    As one of the ones with a bike, I was definitely inconvenienced. But I just kept thinking how much worse it would be for a disabled person.

  11. #9
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    Good news! I came home on the last train tonight, and the elevator was still running! Maybe someone at Metro listened after all? Either that, or the guy whose job it was to lock the elevator didn't get around to doing it, but I prefer to be optimistic.

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