The Alert VM app is a handy way to discreetly report problems on Valley Metro's light rail system. If you haven't tried it out yet, you may be wondering what kind of things you can report. Here's a guide to some of the most common things that we see.
Disruptive behavior - Most of the incidents reported via the Alert VM app fall into this category. Is someone taking up multiple seats? Perhaps there's someone breaking the rules on eating and drinking on the train or needs a little wakeup after being lulled to sleep by the smooth ride on the rails. We receive multiple reports like this every day! We'll send a member of the light rail security team to make things right.
COVID-19 Issue - These incidents are becoming more common. As everyone should know,wearing a face covering while on the rail is currently mandatory under a federal executive order. If you see someone near you who's not wearing a mask, you're welcome to report it and we'll send a member of our security team there. However, that can take some time, so if you're uncomfortable with someone without a mask nearby, your best immediate course of action is to get up and move to another part of the train.
Maintenance - Are the ticket vending machines on the light rail platforms down? Is there graffiti on the light rail? Did someone spill a large soda, and now it's a sticky mess on the floor? You can report maintenance problems to us, and we'll get a crew there to clean things up and get things working again.
Wellness check - It's no secret that there are some people who need help and may not be able to help themselves. If it's an emergency, please press the emergency call button on the train to talk with the operator about the problem. If it doesn’t appear to be life threatening, you can use the Alert VM app to report the situation and we'll send someone to check on the rider.
Lost Item - Did you leave something important behind on a train or train platform? Let us know via the Alert VM app and we'll send someone to look for it ASAP. Keep in mind that if we can't find it, your best bet is to contact our customer service line at 602-253-5000 to see if someone has already turned it in.
Other - There's a lot that doesn't fit neatly into one of the usual categories. Sometimes people will contact us to find out when their next train or bus is going to arrive, or to find out why there's a delay. We'll answer your question as soon as possible, but keep in mind that delays of up to ten minutes are not uncommon.
Service disruptions - Valley Metro's light rail system covers miles of some of the busiest areas of Phoenix, Tempe, and Mesa. All that activity means that sometimes, there will be service disruptions. When that happens, we'll send an alert on the app to let you know what's going on. It's also a good idea to follow @valleymetro on Twitter, since we'll also post updates on service disruptions there.
One more thing - While we do our best to field questions about bus service, the Alert VM app is primarily for Valley Metro's light rail system. Our customer service representatives are the experts when it comes to bus service and they'll be happy to take your call at 602-253-5000.