WMATA Complaints: How to Report a Metro Problem
Where to send a DC Metro complaint, what to include, and how to report lost property or a fare error.
How to complain to WMATA
WMATA takes complaints, compliments and service reports through a customer service team that logs each one with a reference number. Use the online form if you want a written record, and the phone line if you need to talk to someone.
| Channel | Contact | Use it for |
|---|---|---|
| Customer service phone | 202-637-7000 | Weekday business hours; the main line for service complaints. |
| TTY | 202-638-3780 | For riders who are deaf or hard of hearing. |
| Online form | wmata.com/customerservice | Best if you want a written record and a reference number. |
| Transit Police | 202-962-2121 | Non-emergency. For crimes in progress, call 911. |
| Metro Transit Police text | 696873 | Discreet reporting of a safety concern from the platform or train. |
WMATA contact details, July 2026. Verify on wmata.com before relying on them - we are not affiliated with WMATA and cannot update their numbers.
What to include in your complaint
Reports get resolved faster when they can be matched to a specific train or bus. Try to include:
- The date and time, as precisely as you can.
- The station or line, and the direction you were traveling.
- The car number for a train, or the bus number – both are printed inside the vehicle.
- What happened, in plain order.
- Your contact details if you want a reply.
Lost property
Items left on a train, bus or in a station go to WMATA’s Lost and Found, which is a separate process from a complaint. Report the loss through WMATA’s lost property channel with a description and where you think you lost it. Items are generally held for a limited period, so report quickly rather than waiting to see if it turns up.
Refunds and fare disputes
Some fare problems correct themselves. If you tap in and leave through the same station within 15 minutes, the fare is refunded automatically. If a faregate charges you a maximum fare because a tap did not register, that is a case for customer service, and having the card number and the date makes it far easier to resolve.
Where a claim relates to a bank card rather than a Smart Trip card, raise it with WMATA first – your bank cannot see which faregate charged you.
Accessibility complaints
Problems with elevators, accessible routes or the treatment of riders with disabilities can be raised through the same customer service channels, and WMATA has an accessibility office and an advisory committee for riders with disabilities. Elevator outages specifically are published live, so reporting one that is not listed is genuinely useful.
Frequently asked questions
Through WMATA customer service, either on the phone at 202-637-7000 during weekday business hours or through the online form at wmata.com, which gives you a written record and a reference number.
Report it to WMATA Lost and Found as soon as you can, with a description and where you think you lost it. Items are only held for a limited period.
Contact WMATA customer service with your card number, the date and the stations involved. If you exited the same station within 15 minutes of entering, the fare should have been refunded automatically.
No. We are an independent guide with no connection to WMATA and no ability to act on a report. Everything on this page routes you to WMATA’s own channels, which are the only ones that can help.