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35
20th Anniversary Report
8
Focusing on customers
CHAPTER
In mid-2010, Metrolink began actively engaging riders on Facebook. The agency had less than 300
Facebook fans at the time, but in 2012 the agency saw that number grow to more than 3,000.
With the revamping of the Metrolink website (metrolinktrains.com) on Jan. 23, 2012, visitors have the
ability to share Metrolink pages via Facebook, Twitter and email, and they even have the option of copying
the page link with the click of a button.
In 2010, Metrolink added pages for all of its stations on Foursquare and Yelp. Riders can check into the
stations, post tips for other riders about the stations and share their comments.
New service and partnerships to enhance customer
experience
Metrolink has set out to change the perception that public agencies have bad customer service. The
agency has actively pursued partnerships and new service to create more transportation options and
improve Metrolink's level of service for Southern California commuters. From April 2010 to June 2012,
the agency began implementing cost-saving policies like shutting down the engines on idling locomotives
to save fuel so Metrolink could set aside more funds for initiatives aimed at improving the customer
experience. Metrolink experienced record increases in ridership as a result of partnerships formed and
popular new services implemented.
Highlights:
Metrolink partnered with the Dodgers and Metro to offer Antelope Valley, Ventura County and San
Bernardino line riders late-night train service to L.A. Union Station for weeknight Dodger home games
starting on March 31, 2011. From L.A. Union Station, riders connected for free to Metro's Dodger Stadium
Express bus. The service, which was funded by an Air Quality Management District (AQMD) and Mobile
Source Air Pollution Reduction Review Committee (MSRC) grant, lasted until the last home game on
Sept. 22.
Metrolink teamed up with OCTA to offer train service on the Orange County Line to and from weeknight
Angels home games from April 8 through Sept. 28, 2011. More than 20,000 baseball fans took
advantage of the service. Because the Angels Trains proved to be so popular, Metrolink and OCTA rolled
out the service again for a second time during the 2012 baseball season.
On May 9, 2011, Metrolink debuted 16 trains for commuters, including morning and afternoon express
trains that can save Antelope Valley and San Bernardino line riders up to an hour each day. The successful
express train pilot program was extended after six months, and the agency continues to operate the
popular trains.