DC Metro Customer Service: Contacts, Lost & Found & Help

DC Metro Customer Service helps. Whether you have lost an item on the Metro, need to file a complaint, require accessibility services,,s or just want to contact WMATA, this collated guide has all the contacts, processes, and steps that you require. Don't have to search on several pages to find it all.

DC Metro Customer Service: How to Get Help Fast

WMATA Phone Number, Email & Chat Options

The primary customer service number of WMATA (202-637-7000) is used to address SmarTrip account problems, fare discussions, feedback on service, and general inquiries. The shortest wait times are usually at the beginning of the weekdays before 10 AM and at the end of the working day after 3 PM.

In the case of email submissions and online submissions, apply to the contact form on wmata.com/about/contact. Non-urgent issues should be responded to within the 5-7 business day timeframe.

DC Metro Lost & Found: How to Recover Your Items

Objects found on DC Metro trains, platforms, and in stations are picked up by Metro staff and Transit Police and taken to the Lost and Found. The entire process is as follows:

What to Do Immediately After Losing Something on Metro

1. Report lost items online at wmata.com immediately - the faster you report, the better the chances of recovery.
2. Have the name of the exact station, train direction, approximate time, and description of the item.
3. Did you leave something on a certain train? Remember the 4-digit car number (placed inside the train near the doors) - this will assist the staff in finding the car.
4. In the case of high-value items (wallet, phone, laptop), call Metro Transit Police at 202-962-2121 to create a report. 

How Long Does WMATA Keep Lost Items?

To pick up your item in person, visit the Metro Lost & Found at 600 Fifth Street NW, Washington, DC (near Judiciary Square Metro station) during operating hours: Monday-Friday 11 AM-6 PM.

How to File a Complaint or Compliment with DC Metro

WMATA takes customer feedback seriously and tracks complaint data to improve service. Here is how to submit formal feedback:

1. Go to wmata.com/about/contact and choose Customer Feedback as the type of form.
2. Choose between the following categories: Service complaint, employee complaint, safety concern, or compliment.
3.  Details: date, time, station, train number (where possible), description of event.
4.  Submit - you will get a confirmation number and will be able to monitor your feedback online.

In case of a serious complaint related to safety, discrimination, or the violation of ADA, go to the WMATA Office of Inspector General at wmata.com/about/inspector-general or call 888-234-2374.

In cases of Title VI civil rights (discrimination based on race, color, or national origin), the federal law obliges WMATA to reply within 60 days.

MetroAccess: Paratransit & Accessibility Customer Service

MetroAccess is WMATA's door-to-door paratransit service for riders who are unable to use fixed-route Metro or Metrobus due to a disability. It operates within 3/4 mile of any Metro or Metrobus route.

•   Eligibility: Should be certified ADA eligible via a WMATA assessment procedure - apply at wmata.com/service/accessibility.
• Service area: Any point of origin and destination that is within 3/4 mile of the Metro/Metrobus system in DC, Maryland, and Northern Virginia.
• Reservation: Make reservations at least 24 hours before your journey, 301-562-5360 (next-day service option)
• Fares: MetroAccess fares are twice as much as the similar Metro fare, with a maximum per trip.
• Application: On-site functional assessment needed at a WMATA accessibility center.
• Certification is 21 days - apply long before you need service.

DC Metro Transit Police: Safety & Emergency Contacts

Metro Transit Police (MTPD) is a full-service police department serving the Metro system. They are separate from the DC Metropolitan Police and have jurisdiction over all Metro property.

•        Emergency (active crime, medical emergency on Metro): 202-962-2121

•        Non-emergency (theft report, vandalism, lost property): 202-962-2121

•        Report suspicious activity or unattended bags: Text 'MTPD' and your message to 69050

•        Victim advocacy services: 202-962-1099

Language Assistance Services on the DC Metro

WMATA provides free language assistance services to ensure all riders can access Metro information and customer service, regardless of language. Under Title VI of the Civil Rights Act, WMATA is required to provide meaningful access to riders with limited English proficiency.

•        Phone interpretation: Available in 200+ languages during customer service calls — request your language at the start of the call

•        In-person translation: Available at Metro Sales Offices with advance notice

•        Translated materials: Key rider guides are available in Spanish, Chinese, French, Amharic, Korean, and Vietnamese at wmata.com/rider-guide/language-assistance

•        TDD/TTY for hearing-impaired: 202-638-3780

DC Metro Customer Service FAQs

What is the phone number of WMATA? 

The primary call center of WMATA is 202-637-7000, which is open on Monday-Friday, 8 AM-7 PM.

Where is the Lost & Found office of the DC Metro? 

Their location is 600 Fifth Street NW, Washington,n DC (near Judiciary Square Red Line station), and is open Mon-Fri 11 AM-6 PM.

What can I do to receive a Metro overcharge refund? 

Phone WMATA Customer Service 202-637-7000 or use the online form. Enter your SmarTrip card numberand thed date/time of the purchase. Within 5-7 business days, the funds are refunded to your SmarTrip balance.

Is there a WMATA customer service chat? 

WMATA does not have a live chat feature at the moment. The quickest online response is through @wmata on X (Twitter) to ask general questions.