The Washington Metropolitan Area Transit Authority oversees MetroRail, MetroBus, and MetroAccess services across the Washington, D.C.,metropolitan area.
WMATA Responsiveness rating
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What you need to know about WMATA
The company responds to most customer complaints in a satisfactory manner.
- WMATA’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with WMATA with our insider guide or through our executive contacts.
- WMATA’s customer service policies are standard. Here are our frequently asked questions about WMATA.
WMATA customer service response times
WMATA’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Phone support | Typically available during business hours, with wait times ranging from a few minutes to longer during peak hours. For immediate assistance, this is usually the fastest option. Call WMATA customer service at (202) 637-1328. |
| Email support | Response times usually range from 1 to 3 business days, depending on the complexity of the inquiry and current volume. Email WMATA customer service at csvc@wmata.com. |
| Online contact form | Similar to email, responses typically take 1 to 3 business days. This method is good for non-urgent requests or detailed concerns. |
| Live chat support | WMATA does not offer live chat support. |
| Social media | WMATA monitors social media platforms such as X for service alerts and customer questions. Response times can vary, but the company generally aims to respond within a few hours during business hours. It’s best for quick updates and general inquiries. |
How to resolve a problem with WMATA
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.WMATA mailing address
600 5th Street, NW
Washington, DC 20001
WMATA loyalty program
SmarTrip Deals and Discounts offers discounts at participating museums, restaurants, and stores in the DC, Maryland, and Virginia areas. Riders can enjoy reduced admission fees, dining specials, and more by showing their SmarTrip® card at these establishments.
WMATA social media channels
WMATA executive customer service contacts
Primary Contact
Shawna Stanford
Director Of Customer Service
600 5th Street, NW
Washington, DC 20001
sstanford@wmata.com
Secondary Contact
Barbara Moulton
Senior Director of Customer Care
600 5th Street, NW
Washington, DC 20001
bmoulton@wmata.com
Joseph Leader
Chief Operating Officer
600 5th Street, NW
Washington, DC 20001
jleader@wmata.com
Chief Executive
Paul Wiedefeld
600 5th Street, NW
Washington, DC 20001
pwiedefeld@wmata.com
WMATA customer service policies
What are WMATA's standard terms and conditions?
WMATA’s standard terms and conditions establish requirements for vendors and contractors working with the organization. These include guidelines on contract scope, payment terms, funding limitations, and performance expectations. The terms cover compliance with applicable laws and regulations, procedures for contract changes, and dispute resolution. Contractors are also required to meet standards for quality, safety, and ethical conduct, including adherence to federal procurement rules when applicable.
What is WMATA's privacy policy?
WMATA’s privacy policy explains how personal data is collected and used through its website. Information such as comments, IP addresses, and media uploads may be gathered to enhance user experience and security. Cookies are used for convenience and site functionality. Users have rights to access, modify, or delete their data, and the site implements measures to protect personal information. Data may be shared for security or legal purposes.
WMATA self-service links
How can I manage my SmarTrip card?
For assistance with managing your SmarTrip card, including balance inquiries, replacement options, and account setup, visit the SmarTrip help and support page.
How can I get real time updates and service alerts?
If you need guidance on WMATA’s service alerts, trip planning tools, or real-time updates, check out the customer service & assistance page.
What is WMATA?
WMATA is a tri-jurisdictional government agency created by the U.S. Congress through an interstate compact between the District of Columbia, Virginia, and Maryland.
MetroRail opened in 1976, and operates six heavy rail transit lines throughout the District of Columbia and surrounding suburbs. Currently MetroRail operates as a 117 mile heavy rail transit system with 91 stations. Most of the system operates a subway within the District of Columbia itself, and operates as an at grade or elevated line outside the District.
MetroBus began operation in 1967 and currently operates a fleet of 1,480 buses across over 1,500 square miles throughout the District of Columbia and surrounding suburbs. MetroBus currently has over 300 individual fixed routes that serve 12,216 individual bus stops.
MetroAccess is a shared ride service that operates through the District of Columbia and suburbs to serve individuals who are unable to use existing fixed route services due to disability. While WMATA oversees MetroAccess services, the service itself is operated by multiple outside companies under contract to WMATA.
Under which brands does WMATA operate?
WMATA operates under the brands of MetroRail, MetroBus, and MetroAccess throughout the Washington, D.C., metropolitan area.
Does the WMATA have an online contact form?
Yes, you can find the online contact form here.
How can I contact WMATA's customer service?
Call (202) 637-1328 or email csvc@wmata.com.
How can I contact WMATA's board of directors?
Call (202) 637-1328 or email boardofdirectors@wmata.com.
How to get professional help with your WMATA problem
If you need help with WMATA, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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