Third-party system outage affecting RTD Customer Care and Access-a -Ride call centers

Agency’s system is part of a larger nationwide outage affecting call centers; customers may still use the Next Ride app for trip planning 

DENVER (Oct. 20, 2025)–– The Regional Transportation District (RTD) is currently experiencing a temporary outage that is affecting the agency’s Customer Care and Access-a-Ride call centers.

At 7:40 a.m. today, RTD experienced an outage with Genesys Cloud, the third-party platform that routes customer calls to agents. Genesys Cloud is experiencing a nationwide outage that has disrupted call center services across its entire network. Currently, when a customer calls RTD’s Customer Care or Access-a-Ride call center and attempts to reach an agent, they hear a pre-recorded message about the technical difficulty. RTD’s self-service Next Ride app is available for trip planning and vehicle location information.

RTD staff is working with Genesys Cloud on a resolution, but there is no timeline for when services will be fully restored.