Metro-North & Long Island Rail Road Unveil "Pledge to Customers"

MTA Metro-North and MTA Long Island Rail Road have each unveiled a formal "Pledge to Customers" promising to provide safe and reliable service and putting it in writing for the first time.

Each railroad's Pledge promises a safe, reliable ride; accurate and timely information; courteous employees and a clean transit environment. The Pledge also tells customers what they can expect from the LIRR and Metro-North in the event of a service disruption, making clear the steps that will be taken to provide alternative transportation, maintain customer comfort and ensure that communications with customers remains a top priority.

Metro-North and the LIRR also pledge to waive the $10 refund processing fee when a service suspension is posted on the MTA website.

In developing the Pledge to Customers, the LIRR and Metro-North worked closely with the Long Island Rail Road Commuter Council and the Metro-North Railroad Commuter Council. Both railroads will be distributing copies of their Pledge on trains and at stations in the form of posters and on-seat fliers in the coming weeks Metro-North President Howard Permut said: "Metro-North worked closely with its partners on the commuter councils in New York and Connecticut and the Connecticut Department of Transportation to codify what has been our long-standing commitment to safety, reliability and excellent customer service."

Here is Metro-North Rail Road's Pledge to Customers:

Metro North Railroad is dedicated to delivering safe and reliable transportation. Our highest priority is to ensure customer safety and this pledge is always subject to that paramount concern:

A Safe, Reliable Ride -; Our top priority is to provide transportation that gets you to your destination safely, comfortably and on time. Rail cars will have functional lighting, heat in winter, air conditioning in summer, public address systems and clean rest rooms. Metro-North will use best efforts to schedule service to meet anticipated demand so as to provide a seat for every customer and conductors will enforce rules to maximize seat availability.

Accurate and Timely Information -; We will provide accurate, timely and meaningful information on service conditions, including via email alerts,, customer service phone lines, station displays, news, and public address announcements at stations and onboard trains to keep you informed and allow you to plan your trip wherever you are.

Courteous Employees -; Employees will be helpful and courteous at all times and will provide accurate and timely information to customers. Conductors and Assistant Conductors will wear visible name badges when on duty. Our goal is always to provide excellent service.

A Clean Environment -; We will maintain a clean environment for our customers and the communities we serve, including on railcars, at stations and in station buildings we maintain. We will work to keep our property on and off the train clean and litter-free. In areas that Metro North does not control, we will work with state and local agencies to pursue the same standards. When service is disrupted, customers can expect us to respond quickly and customer safety will remain our No. 1 concern:

Alternate Transportation-; We will make every effort to stop trains at stations and open the doors to allow riders to seek alternate transportation and will provide customers with information concerning alternate routes and means of transportation. If Metro North cancels service, we will make every effort to provide customers with emergency bus service whenever possible.

Comfort -; If a significant incident occurs that prevents us from bringing a train to a station or that strands a train in a station for an indefinite amount of time, we will move immediately to assist affected riders. Emergency personnel will be dispatched to offer medical assistance and efforts will be made to provide water. Onboard personnel will walk through trains regularly and provide accurate and timely information to customers. If efforts to move the train are unsuccessful, you will be evacuated safely -; either to another train, to a nearby station or to another facility designated as a temporary shelter. To facilitate these efforts, it is essential that customers listen for crew announcements. Metro North encourages its customers to stay on, and never leave, a stranded train that is between stations unless directed to leave under the supervision of the train crew or rescue personnel, or if a clear life-threatening situation exists.

Weather Emergency Notification -; If it becomes necessary to temporarily suspend service when extreme weather is forecast, we will use all our communication means so you can "know before you go."

Severe Service Disruption Procedures -; Metro North customers will be given up-to-date information regarding service restoration, including estimates when service will resume.

Refund Processing Fee -; A customer with an unused One-Way or Round-Trip ticket may receive a waiver of the $10 refund processing fee in the event of a suspension of service as documented on the MTA website.

This Pledge will be posted on our website and at our stations. If you are not satisfied with the level of service you have received from Metro North, email us through our website at and let us know.