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Improving the Rider Experience DART is developing an action plan to improve our rider's travel experience by focusing on the dimensions of Service, Environment, People, and Communication.

Improving the Rider Experience


A rider's experience doesn't begin when he or she boards a DART vehicle. It begins the moment they make the choice to use DART.

That experience includes the ease of using the agency's trip planning tools; purchasing a transit pass; interactions with DART employees; perceptions of the comfort, cleanliness, and safety of transit stops and vehicles; and any information the person receives from DART while traveling.

DART is renewing its focus on the rider experience and taking a tough look at the factors that drive our riders' satisfaction. The agency knows it has room for improvement, but there are many initiatives already in progress that will impact these drivers of satisfaction.

TOP 3 DRIVERS - Timeliness: Service that is reliable, frequent, and enables connections and travel to be timely. Safety/Security: A perception of safety through presence, improved amenities, customer behavior, and technology. Cleanliness: An environment that is free of clutter, trash, and scents throughout the rider journey.
Convenience: Enables the rider journey process to be effortless through accessibility, ease of access, and connectability. Customer Service: Personnel that are identifiable, approachable, helpful, and courteous, and who anticipate the needs of the rider. Communication: Clear and consistent information that is easy to understand, and in varied formats, to meet the needs of the rider.


For example, GoPass Tap card readers now accept contactless payment, which means riders can conveniently use their contactless credit/debit cards or payment-enabled mobile devices to pay their fare.

The agency has completed the Platform Extensions project on the Red and Blue Lines. Longer platforms enable DART to operate three-car trains on any line, reducing crowding and increasing the number of level-boarding areas, which makes boarding and riding the trains more comfortable.

The new DARTmart gives riders a one-stop shop for GoPass Tap cards, passes, schedules, maps, a Customer Service phone line, and Lost & Found. The agency is also doing outreach to grow participation in the Discount GoPass Tap card pilot program, which gives our lowest-income riders the opportunity to ride DART at half the cost.


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Table of Contents

Improving the Rider Experience

Riders Can Pay Fares with Tap-and-Go Convenience

Discount GoPass Tap Card Pilot Program Extended Through 2022

DART Seeks to Hire 100+ Bus Operators

Silver Line Advances on Design and Construction

Platform Extensions are Now Complete

Pro-rated DART Access Annual Passes Available

Trinity Railway Express Celebrates its 25th Anniversary

DARTmart Reopens in a New Location

DART Current and Future Rail Services

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