Metro ridership in Washington, D.C., has plummeted over the last decade, and a large portion of defecting riders cite reliably as their primary concern. Now, the embattled agency wants to try something new: refunds. Going forward, a program called the “Rush-Hour Promise” could provide refund credits to peak-period Metrobus and rail riders forced to endure delays of 15 minutes or more. “These are very big, complex systems and things do happen every day, but from a customer perspective what ...
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