RTD and Customer Shared Commitments
Public transportation plays an essential role in connecting people, strengthening communities, and supporting regional growth. Delivery of RTD’s bus, rail, paratransit, and microtransit services requires a shared responsibility among the agency, its customers, and communities throughout the Denver region. The relationship is built on trust, accountability, and mutual expectations.
Objective
The purpose of this pledge of Shared Commitments is to define the responsibilities and requirements that guide this relationship. It outlines RTD’s purpose in delivering an optimal transit experience, as well as highlights the roles and obligations of customers to contribute to a welcoming transit environment.
Expectations
Public transportation is a vital public service, but access to it is not an unlimited right. RTD is responsible for providing services that are safe, secure, reliable, and accessible, within its defined service area and financial capacity. In return, customers are expected to adhere to RTD’s Customer Code of Conduct, which includes paying the required fare, observing safety instructions, treating others with respect and courtesy, and refraining from disruptive behaviors that interfere with services.
RTD’s commitments and those of its customers are built upon mutual expectations and reciprocal responsibilities.
| Customer Expectations | RTD Commitments |
|---|---|
| Receive Reliable Service | Deliver timely and consistent on-time performance |
| Safe Operations | Ensure vehicles are maintained and operationally safe |
| Personal Safety and Security | Create a transit environment that supports the personal safety, security, and well-being of customers |
| Performance Data | Share timely, consistent, and publicly accessible data related to items 1–3 above (service reliability, operational safety, and personal safety and security) |
| Equitable and Convenient Fares | Offer accessible and varying fare programs and payment options that meet customers’ needs |
| Timely Updates and Transparent Information | Promote services, communicate planned and unplanned disruptions, and provide timely updates |
| Accessibility | Adhere to all applicable laws, guidelines, and policies that support public usage by all |
| Community Engagement | Provide opportunities for customers and community stakeholders to participate in engagement activities and provide feedback |
| RTD Expectations | Customer Responsibilities |
|---|---|
| Respect Employees, Other Customers, Vehicles, and Facilities | Abide by RTD’s Respect the Ride Customer Code of Conduct |
| Obtain Valid Fare | Pay required fare or participate in fare programs |
| Provide Feedback and Engagement | Participate in customer and community surveys, attend public meetings, and provide feedback |
| Support a Welcoming Transit Environment | Report safety and security concerns |
| Stay Informed | Subscribe to Service Alerts and seek information from RTD’s several platforms and communication channels |
Related Pages
Respect the Ride
Respect the Ride focuses on providing a safe, convenient, and enjoyable experience for all customers, while also discouraging disruptive or antisocial behaviors.
Respect the Ride