MARTA Releases Annual Customer Charter

MARTA General Manager and CEO Collie Greenwood has released his annual Customer Charter, a detailed customer commitment to complete projects that improve and enhance the customer experience and ensure greater transparency and accountability at MARTA.

“Our customers remain central to what we do, and we are implementing several projects to make their MARTA experience safer, faster, and more enjoyable,” said Greenwood. “We want to build on the successes of the past year, when we accomplished all the goals we set in our inaugural Customer Charter.”

The Customer Charter lays out eight key initiatives to be completed during the next 12 months:

• Debut of New Modern Railcars: The first state-of-the-art CQ400 rail cars will go into service, taking MARTA into the future, and providing a cleaner, safer ride for customers.
• 14 Zero-Emission Electric Buses: New electric buses will produce zero tailpipe emissions and operate quietly, improving the customer experience.
• Indian Creek Station Rehabilitation: MARTA will complete the renovation of Indian Creek Station as part of its $1 billion Station Rehabilitation Program.
• New Trip Planner: Enhanced trip planner technology will launch on the MARTA website, incorporating real-time arrival data to make trip planning easier.
• 4 New Parking Payment Systems Installed: The newly integrated system will provide several improvements, including new entry and exit gate ticket dispensers, payment machines, and license plate recognition cameras.
• Real Time Crime Center: MARTA Police will establish a full-time crime center with enhanced technology and integrated CCTV cameras to improve rider safety.
• Clean Sweep: MARTA will unveil partnerships with local community groups to reduce litter and improve station cleanliness.
• Improved Rail Service: MARTA will increase rail frequency on weekdays to every 10 minutes during peak hours, and every 12 minutes during non-peak hours.

MARTA completed all the commitments from last year’s Customer Charter, which included:

• 200 new bus shelters and amenities
• 20 CCTV security cameras in surface parking lots
• 5 rail stations with resurfaced parking lots
• 4 rail stations with brighter platform lighting
• 4 long-term parking decks with new payment systems
• 3 new Breeze Mobile 2.0 partners – Xpress, Ride Gwinnett, and CobbLinc
• 1 new StationSoccer pitch at East Lake Station
• Enhancement of reliable real-time bus and rail arrival information

MARTA will refer to this year’s Customer Charter throughout fiscal year 2025 to gauge the progress being made on these improvements.