Communication to Riders

All 95+ agencies that responded to our survey are communicating with riders about COVID-19.  Over 75% of responding agencies are using social media and website updates, while just under half have posted a special banner on their website homepage. Slightly less than half have posted signs in public areas or reached out to local news media. Over a third are publishing route-specific or network-wide service alerts through an official or endorsed agency app, or through opt-in text and email alerts to riders. About a quarter have placed a message on the home screen of an app, about the same proportion that have posted a letter from the CEO or general manager. A handful of agencies have tasked their fare inspectors or other customer-facing personnel with disseminating information in-person to customers. 

Examples of each policy, as implemented by transit agencies:  

  • Social media outreach from MDOT MTA (Baltimore, MD)
  • Website updates from BART (San Francisco, CA)
  • Message from the CEO from Metra (Chicago, IL)
  • Local news media outreach from Auckland Transport (Auckland, NZ)
  • Text/email alerts signup page from CTA (Chicago, IL)
  • Public signage from MBTA (Boston, MA)
  • Website banner from ETS (Edmonton, AB)
  • In-app banner: UTA (Salt Lake City, UT); MBTA (Boston, MA); MTA (Baltimore, MD)
  • In-person communications from fare inspectors/personnel: TTC (Toronto, ON); King County Metro (Seattle, WA)
  • In-app service alerts: Big Blue Bus (Santa Monica, CA) 

To share what your transit agency is doing or to update your previous response, fill out our brief survey.

View all survey responses from transit agencies.

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