Metrolink Next Generation Fare Collection System. Title VI Fare Equity Analysis of Cashless Ticketing Devices. September 2016.

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1 Metrolink Next Generation Fare Collection System Title VI Fare Equity Analysis of Cashless Ticketing Devices September 2016 Submitted To: Southern California Regional Rail Authority (Metrolink) Prepared By:

2 Executive Summary In April 2016, Metrolink adopted a strategy for a next generation fare system with goals of improving system performance, modernizing customer experience, and reducing cost. Core to the strategy is the replacement of existing ticket vending machines (TVMs), which are cost-intensive and unreliable, with modern ticketing devices having simple touch screens, a smaller footprint, new payment options, and lower costs. As part of the transition to the next generation fare system, Metrolink seeks to reduce or remove cash usage in the new ticket vending devices on the station platforms. Costs to collect cash are significantly higher than other payment media, and unsecured cash on the platforms has been an ongoing risk for the Authority. At the same time, cash usage among Metrolink riders has been on the decline, with less than 20% of fare revenue and 40% of transactions now using cash. With new digital payment methods, such as the Metrolink mobile application, becoming available, a transition to cashless ticketing devices may be feasible. To understand how such a change might affect the Authority s minority and low income riders, the Metrolink Board directed staff to initiate a public outreach process and Title VI fare equity analysis to identify potential disparate impacts to the community s minority and low income population resulting from reducing or removing cash purchase options for ticketing devices at Metrolink station platforms. This report documents the methodology and findings of that analysis. Understanding the Title VI Fare Equity Analysis Process Title VI of the Civil Rights Act of 1964 prohibits discrimination by recipients of Federal financial assistance on the basis of race, color, and national origin, including the denial of meaningful access for limited English proficient (LEP) persons. A related guideline, Executive Order 12898, Federal Actions to Address Environmental Justice in Minority Populations and Low-Income Populations, expands the groups subject to the provisions of Title VI to include low-income populations. Based on Title VI and EO 12898, FTA requires transit providers to evaluate the effects of service and/or fare changes on low-income populations in addition to Title VI-protected populations, prior to implementation. It specifies that if a DOT program, policy or activity will have a disproportionately high and adverse effect on minority or low-income populations, that program, policy or activity may only be carried out if further mitigation measures or alternatives that would reduce the disproportionately high and adverse effects are not practicable. Evaluation shall consist of data analysis, a public participation process, an assessment of impacts, and an examination of alternatives. The analysis shall be conducted consistent with the established policies and procedures of the transit provider s Title VI Program. Figure ES-1 depicts the FTA process mandated for a Title VI fare equity analysis. ii

3 Figure ES-1. FTA Title VI Fare Equity Analysis Methodology Establish Policies Collect Rider Data Conduct Data Analysis Assess Impacts Mitigate Impacts (if any) Report Findings Public Participation Process At the May 14, 2016, Board Meeting, the Board adopted a public participation plan for this analysis to afford riders, stakeholders, and the general public the opportunity to provide input regarding the proposed changes. Objectives of the plan were to: Conduct Title VI outreach for the purpose of promoting inclusive public participation in accordance with FTA guidelines; Gather appropriate level of feedback the Board can use to make decisions that benefit the communities that Metrolink serves; Build relationships with customers, communities and other stakeholders for this and future Metrolink initiatives; Inform the community about the proposed changes The plan engaged the public both qualitatively and quantitatively through platform interviews, community meetings, a public hearing, and online and print survey and comment options. Multi-language public notices, press releases, e-blasts, Twitter updates, and seat drops on trains were all utilized to raise awareness and invite participation in the online survey and public meeting process. The study approach sought to understand: 1. What forms of payment minority and low-income riders use or have readily available at ticket vending machines, compared to non-minority and non-low income riders. 2. What impacts would be experienced by minority and low-income riders with a transition to cashless ticketing devices on station platforms, compared to non-minority and non-low income riders. 3. What mitigation steps might relieve any disparate impacts to minority or disproportionate burdens to low-income riders with a transition to cashless ticketing devices on station platforms, compared to non-minority and non-low income riders. Metrolink received significant public participation in both the online survey and platform interviews conducted as part of the public participation plan. A total of 1,650 completed online surveys were collected with recorded distribution across the entire Metrolink service area. Of those, 1,249 respondents provided comments, with a significant number related to cash payments for fares. Additionally, 608 riders participated in platform interviews conducted at select Metrolink stations. Interviewees answered a handful of questions related to how they pay for their Metrolink tickets, with 311 interviewees also providing further comments, some related to cash payments for fares and some about service more generally. General Impacts of Cashless Station Platforms Over 1,200 survey respondents reported they normally buy their pass or ticket from the ticket vending machine. TVM users pay with credit/debit cards 56% and with cash 30% of the time. Related to race iii

4 and ethnicity, about half of the TVM users population report to be Caucasian (white, non-hispanic) and half minority backgrounds. Related to household income, one in five of the TVM users population reports to be low income based on Metrolink s income guidelines (Figure ES-2). These statistics are consistent with results from prior Metrolink rider surveys. Figure ES-2. TVM Users Survey Statistics Many Metrolink riders report carrying multiple types of payment media, with several using cash as a matter of preference rather than need. Of the riders who reported using cash at a TVM to purchase their ticket, almost half (47%) reported they could use another payment option currently available at the TVM if cash were no longer available (Figure ES-3). Based on comments received, reasons for using cash instead of a card to make the purchase were predominantly either personal preference, or real or perceived problems with the credit/debit functionality of Metrolink s existing TVMs. Figure ES-3. TVM Cash Users with Options to Change Payment Types iv

5 If new payment options were also available at the TVM, such as TAP cards, EBT cards, or student IDs, 58% of cash users reported they would have another way to pay. Additionally, if other locations were readily available for cash purchases of Metrolink tickets, such as Metrolink ticket windows and retail outlets, then 84% of current cash riders report they would have an alternative way to pay. The remaining 16% of current TVM cash users report they would have no other options to pay if cash were not available. This translates to about 4% of the entire survey population. In addition to capturing data related to the fare equity analysis above, survey respondents were asked to provide comments about no longer being able to use cash at a ticket vending machine. Over the entire survey population, 37% of respondents expressed either Strongly Negative or Negative comments about the proposed change, with 11% of respondents either Strongly Positive or Positive about a change. About half of all respondents were either Neutral to a change or did not express an opinion (53%). Among just the survey respondents identifying as TVM Cash Users, comments were proportionally more negative than those of the survey population at large, with two thirds (66%) considering the proposed change with either Strongly Negative or Negative comments and only 3% viewing it as Strongly Positive or Positive. The remaining 31% of respondents viewed it as either Neutral or did not respond. Many of the respondents noting negative comments stated that removing cash would hinder their ability to ride, or suggested it would hinder others ability to ride. The next most frequent theme of negative comments stated that a cashless system was infeasible because existing TVMs were too unreliable in processing credit/debit transactions. Positive comments frequently cited the potential for safer stations and faster lines with the removal of cash from station platforms. Fare Equity Analysis of Cashless Station Platforms The disparate impact analysis compares the share of minority riders who normally use cash at a TVM to buy their ticket to the share of non-minority riders who normally use cash at a TVM to buy their ticket. Per Metrolink policy, if the difference in the share of affected riders is greater than 5%, a disparate impact exists. If cash were no longer an option for fare payment at Metrolink ticketing devices, the share of minority respondents who would be adversely affected (25.7%) is 3.2% greater than the share of non-minority respondents who would be adversely affected (22.5%) (Table ES-1). Thus, while removing a TVM cash payment option would slightly impact minority respondents more than non-minority respondents, there is no disparate impact to minority riders based on Metrolink s policies. All Metrolink Users Table ES-1. TVM Cash Removal Disparate Impact Analysis All Responses Share of All Responses Minority Responses Share of Minority Responses Non-Min Responses Share of Non- Min Responses ABS DIFF b/t Min and Non-Min Use Cash at the TVM % % % 3.2% Don't Use Cash at TVM % % % -3.2% Total % % % v

6 Disproportionate Burden Analysis The disproportionate burden analysis compares the share of low income riders who normally use cash at a TVM to buy their ticket to the share of non-low income riders who normally use cash at a TVM to buy their ticket. Per Metrolink policy, if the difference in the share of affected riders is greater than 5%, a disparate impact exists. If cash were no longer an option for fare payment at Metrolink ticketing devices, the share of low income respondents who would be adversely affected (51.4%) is 33.6% greater than the share of non-low income respondents who would be adversely affected (17.8%) (Table ES-2). Thus, there is a disproportionate burden to low income riders based on Metrolink s policies. All Metrolink Users Table ES-2. TVM Cash Removal Disproportionate Burden Analysis All Responses Share of All Responses Low Income Responses Share of Low Per FTA and Metrolink policy, determination of a disproportionate burden necessitates study of alternate options that can be taken to mitigate the effect. A number of potential mitigation options were tested with the survey group to understand if they could relieve the disproportionate burden identified. These options were grouped around two levels of mitigation: Inc Responses Non-Low Inc Responses Share of Non- Low Inc Responses ABS DIFF b/t Low Inc and Non-Low Inc Use Cash at the TVM % % % 33.6% Don't Use Cash at TVM % % % -33.6% Total % % % Level 1 Mitigation consists of offering additional ways to pay at a ticket vending device in addition to Metrolink s current non-cash options (credit/debit card and corporate quick card). The additional payment options offered under Level 1 Mitigation include Golden State Advantage (EBT) cards, TAP cards, student ID cards, and mobile wallets (e.g., ApplePay, Android Pay, etc.). Level 2 Mitigation consists of offering Level 1 Mitigation AND additional ways to buy a ticket at a location other than a ticket vending device. The non-tvm payment options offered under Level 2 Mitigation include paying cash at a Metrolink ticket window or retail location or buying a ticket from the Metrolink mobile app or on the Metrolink website. Survey respondents were asked, If you could no longer use cash to pay for your pass or ticket at a Metrolink ticket vending machine, but the following options could be used, which ones would you use to buy your pass or ticket? Respondents had the choice to select any number of options for how they could potentially pay, including identifying their own options, or select no options. The disproportionate burden analysis was run again with the mitigation actions in place to assess the effects. With Level 1 Mitigation (TVM options only), the share of low income respondents who would be adversely affected is reduced from 51.4% to 20.7%, while the share of non-low income respondents who would be adversely affected is reduced from 17.8% to 7.5% (Table ES-3). The absolute difference between low income and non-low income shares drops to 13.3%. As a result, with Level 1 Mitigation there is still a disproportionate burden to low income riders based on Metrolink s policies. vi

7 Table ES-3. TVM Cash Removal Disproportionate Burden Analysis (Level 1 Mitigation) All Metrolink Users All Responses Share of All Responses Low Income Responses Share of Low With Level 2 Mitigation (TVM and non-tvm options), the share of low income respondents who would be adversely affected is reduced from 51.4% to 6.8%, while the share of non-low income respondents who would be adversely affected is reduced from 17.8% to 3.1% Table ES-4. The absolute difference between low income and non-low income shares drops to 3.7%. As a result, with Level 2 Mitigation there is no disproportionate burden to low income riders based on Metrolink s policies. Table ES-4. TVM Cash Removal Disproportionate Burden Analysis (Level 2 Mitigation) Inc Responses Non-Low Inc Responses Share of Non- Low Inc Responses ABS DIFF b/t Low Inc and Non-Low Inc Cash Only % % % 13.3% Have Options % % % -13.3% Total % % % All Metrolink Users All Responses Share of All Responses Low Income Responses Share of Low Inc Responses Non-Low Inc Responses Share of Non- Low Inc Responses ABS DIFF b/t Low Inc and Non-Low Inc Cash Only % % % 3.7% Have Options % % % -3.7% Total % % % vii

8 Table of Contents Executive Summary... ii 1 Background Federal Guidelines Metrolink Policies Definitions Approach Notices and Communications Station Interviews Online Survey and Comments Community / Public Meetings Public Hearing Findings Fare Equity Base Analysis Fare Equity Mitigation Analysis Survey Comments Station Interview Feedback Other Feedback Appendices A. Public Feedback B. Public Communications C. Survey Instruments D. Plan and Policy Documents viii

9 1 Background In November 2015, Metrolink commissioned a study to determine a recommended overall ticket vending device and fare collection strategy that would allow more reliable and extensive functionality, and high quality customer experience. The strategy included direct feedback from internal and external stakeholders, including member agencies. In April 2016, the Board approved a strategy that included transitioning from the existing ticket vending machines, which have exceeded useful life, to modern low-cost ticket vending devices with touch screens, simple screen flows, a smaller physical footprint, and new payment options including integration to the Metrolink mobile application. With the implementation of new station devices, the strategy recommended study of a cashless fare collection system to reduce capital and operating costs and security concerns associated with cash devices on the platform. Four key findings from the business case analysis supported the transition to cashless ticketing devices. In total, these findings indicated that over a 10-year horizon, a new fare system utilizing all cash devices would cost Metrolink $14 million to $25 million more than a system utilizing all cashless devices. 1. The cost to collect cash transactions is about twice as much than the cost to collect credit/debit cards. Historical analysis showed that manual processes associated with cash collection, along with lower revenue per transaction generated by cash sales, lead to additional costs of $1 million to $2 million annually to collect cash. 2. Capital costs to procure new ticketing devices that accept cash are about twice as much than those that do not accept cash. A market analysis of ticket vending devices found that indicative costs for cash devices were about twice those for cashless devices, resulting in a total cost difference of $4 million to $5 million to procure cash devices rather than cashless devices across the Metrolink system. 3. Unsecured cash on station platforms is increasing security risk and unplanned expenses. Theft of cash from the ticket vending machines is a persistent problem, with the average TVM break-in resulting in around $1,000 in cash loss and $5,000 to $6,000 to repair cash dispensing components of the TVM. In addition, three TVMs were reported either damaged beyond repair or stolen at a total loss of around $300, Customer usage of cash has been steadily decreasing over time, and is forecast to decline faster in the future. As customers across all demographics have increased their use of credit/debit cards and other electronic payment means, cash usage has decreased 20% in share of total transactions and 10% in share of total revenue over the last five years. In addition, Metrolink s expansion of payment options to other digital channels such as mobile and online tickets is expected to accelerate the reduction of the share of cash transactions and revenue. Prior to modifying the forms of payment available to riders, a Title VI fare equity analysis and a public review process is required to understand if the proposed change to a cashless system would 1

10 disproportionately affect minority or low-income riders, and if so, study mitigation steps to reduce these impacts. Federal regulations and guidance advise that there must be early and continual involvement of elected officials, agency representatives, citizens and other interested parties throughout the transportation planning and programming process. Such regulations and guidance have directed the Authority s public involvement efforts and efforts to improve access to the Authority s transportation decision-making process by low-income, minority and Limited English Proficient (LEP) populations as required by Title VI of the Civil Rights Act of 1964 and related guidance including Federal Transit Administration (FTA) recommended best practices. 1.1 Federal Guidelines FTA has developed two key documents to assist transit operators with adherence to Title VI regulations. FTA Circular B, Title VI Requirements and Guidelines for Federal Transit Administration Recipients, dated October 1, 2012, provides direction for federal funding recipients like Metrolink to comply with Title VI mandates. FTA Circular , Environmental Justice Policy Guidance for Federal Transit Administration Recipients, dated August 15, 2012, elaborates on related steps transit operators should take to comply with Executive Order 12898, Federal Actions to Address Environmental Justice in Minority Populations and Low Income Populations. Based on Title VI and EO 12898, FTA requires transit providers to evaluate the effects of service and/or fare changes on low-income populations in addition to Title VI-protected populations, prior to implementation. This evaluation shall include data analysis, a public participation process, an assessment of impacts, and an examination of alternatives. The analysis shall be conducted consistent with the established policies and procedures of the transit provider s Title VI Program. Title VI of the Civil Rights Act of 1964 Title VI prohibits discrimination by recipients of Federal financial assistance on the basis of race, color, and national origin, including the denial of meaningful access for limited English proficient (LEP) persons. Under DOT s Title VI regulations, recipients of Federal financial assistance are prohibited from, among other things, using criteria or methods of administering its program which have the effect of subjecting individuals to discrimination based on their race, color, or national origin. For example, facially neutral policies or practices that result in discriminatory effects or disparate impacts violate DOT's Title VI regulations, unless the recipient can show the policies or practices are substantially justified and there is no less discriminatory alternative. In addition, Title VI and DOT regulations prohibit recipients from intentionally discriminating against people on the basis of race, color, and national origin. Related to proposed changes to a transit operators service or fare structures or policies, FTA Circular B specifies a process and guidelines by which operators shall evaluate changes in Chapter IV, Section 7b. The section requires operators to: perform data analysis to compare the differences between each change between minority users and overall users, and between low income users and overall users, following the operator s public participation process 2

11 assess impacts of the change and determine a finding of disparate impacts (for minority riders) or disproportionate burdens (for low income riders), based on the operator s disparate impacts and disproportionate burdens policies where disparate impacts or burdens are found, examine alternatives to determine whether any exist that would avoid, minimize, or mitigate the impacts The section states Upon completion of a service or fare equity analysis, the transit provider shall brief its board of directors, top executive, or appropriate governing entity or official(s) responsible for policy decisions regarding the service and/or fare change(s) and the equity impacts of the service and/or fare change(s). The transit provider shall submit documentation such as a board resolution, copy of meeting minutes, or similar documentation with the Title VI Program as evidence of the board or governing entity or official s consideration, awareness, and approval of the analysis. Federal Actions to Address Environmental Justice Executive Order of 1994, Federal Actions to Address Environmental Justice in Minority Populations and Low-Income Populations, requires FTA and its grantees to make Environmental Justice (EJ) part of its mission and expands the groups subject to the provisions of Title VI to include low-income populations. As documented in FTA Circular , EO works hand in hand with Title VI guidelines to fully evaluate the disproportionate adverse impacts of proposed changes on minority and low income populations. It specifies that if a DOT program, policy or activity will have a disproportionately high and adverse effect on minority or low-income populations, that program, policy or activity may only be carried out if further mitigation measures or alternatives that would reduce the disproportionately high and adverse effects are not practicable. 1.2 Metrolink Policies In compliance with Title VI requirements for federally-funded transit operators, Metrolink has adopted agency policies and procedures for Title VI-related public engagement and analysis. Below are key documents relevant to the fare equity analysis. Public Participation Plan The purpose of the Public Participation Plan is to provide guidance when seeking public participation related to projects, policy and service changes, and to identify techniques and methodologies for soliciting and considering public input. The program will be updated at least every three years, as appropriate. The document provides overarching goals, definitions, and guidance for public meetings and hearings, public comments, Limited English Proficiency engagement, and service and fare change studies. Systemwide Service Standards and Policies, updated May 2012 Sections 4 and 5 of this document establish that Metrolink will conduct a fare equity analysis for all increases or decreases in fares, fees or eligibility, or to the availability of fare media. In order to address the mandates in Title VI of the Civil Rights Act of 1964, as well as the Environmental Justice (EJ) provisions in Presidential Executive Order 12898, the fare equity analysis will evaluate minority (Title VI 3

12 protected classes) as well as EJ populations (persons who are either members of a protected minority or persons with incomes below 100 percent of the Federal Poverty Level). As part of the fare equity analysis, the Metrolink Board has adopted the following elements for engagement: A public workshop(s) in advance of the public hearing; A public hearing at a Board meeting; Public notices describing the proposed change in an appropriate newspaper(s) of general circulation; Public notice brochures onboard trains, and at Customer Ticket Window; and Consideration given to views and comments expressed by the public at such hearings. Fare Policies and Procedures, MC 1.1, Revision 9, dated May 9, 2014 This document outlines the fare policies and operational practices adopted by the SCRRA Board of Directors. Several sections are applicable to the completion of a Title VI fare equity analysis: Section 29.0, Fare Change Policy: Metrolink will conduct a fare equity analysis for all increases or decreases in fares, fees or eligibility, or to the availability of fare media. In order to address the mandates in Title VI of the Civil Rights Act of 1964, as well as the Environmental Justice (EJ) provisions in Presidential Executive Order 12898, Metrolink will evaluate the impact of the fare policy change on protected populations and determine if the proposed fare change will result in a disparate impact for minority populations or in a disproportionate burden for low income populations. Section 30.0, Disparate Impact Policy: This policy establishes a threshold for determining whether a given action has a disparate impact on minority populations. A disparate impact is defined to be where, the absolute share of minority riders subject to the adverse effects of the service or fare change(s) exceed the share of non-minority riders that are subject to the adverse effects by 5% or more, OR the absolute share of non-minority riders subject to the benefits of the service or fare change(s) exceed the share of minority riders that are subject to the benefits by 5% or more. Background on the adoption of this policy by Metrolink is provided in Appendix D.1. Section 31.0, Disproportionate Burden Policy: This policy establishes a threshold for determining whether a given action has a disproportionate burden on low-income populations. A disproportionate burden is defined to be where, the absolute share of low income riders subject to the adverse effects of the service or fare change(s) exceed the share of non-low income riders that are subject to the adverse effects by 5% or more, OR the absolute share of non-low income riders subject to the benefits of the service or fare change(s) exceed the share of low income riders that are subject to the benefits by 5% or more. Background on the adoption of this policy by Metrolink is provided in Appendix D.1. Section 32.0, Measures and Public Hearing Procedures for Fare Changes: restates the agency process and requirements outlined above in Systemwide Service Standards and Policies, Sections 4 and 5. 4

13 Section 33.0, Limited English Proficiency (LEP) Community Outreach: outlines the efforts to engage the LEP community as part of a Public Participation Plan for a proposed change to fare policy or service levels. These include translating and publishing public notice and other materials in Spanish, Traditional Chinese, Simplified Chinese, Vietnamese, Korean, Japanese, Armenian, Farsi, and Tagalog; engaging with community-based organizations (CBOs) to identify the need/desire on the part of specific LEP communities to hold special community workshops at which translated information can be provided in both oral and written form; and including language in noticing for all public workshops and the public hearing that written or oral translated services can be provided for such public meetings upon advance request. Methodology for Fare Equity Analysis, updated February 27, 2014 This document specifies the step-by-step process by which a fare equity analysis shall be completed based on the federal guidelines and Metrolink policies referenced above. It includes the following elements for the analysis: Data Collection: Metrolink shall identify minority and low income status of riders using the latest available data from customer surveys and based on fare media sales statistics. Demographic Analysis: Minority populations shall be determined per FTA guidelines. Low income populations shall be determined to be individuals in households with annual income of less than $40,000. Impacts Assessment: Metrolink shall determine if any of the proposals or alternatives would have the effect of disproportionately excluding or adversely affecting people based on race, color or national origin and thereby create a disparate impact, or would have a disproportionately high and adverse effect on low income populations. The definition of a disparate impact and disproportionate burden is as defined above in Metrolink Fare Policies and Procedures, MC 1.1, Revision 9. Findings of Disparate Impact / Disproportionate Burden: If it is determined that the proposed fare change results in potential disparate impacts or disproportionate burdens, Metrolink shall modify the proposed changes to avoid, minimize, or mitigate such effects. If the selected alternative, even after revisions, has disparate effects, Metrolink may implement the change only if there is a substantial legitimate justification for adopting the change AND there are no alternatives that would have a less disparate impact but would still accomplish the transit provider s legitimate program goals. Reporting: A final Fare Equity report will be prepared and considered by the Board of Directors. A copy of the minutes of the Board of Directors meeting where the Fare Equity report was considered will be submitted to the FTA along with a copy of the report. 1.3 Definitions The follow definitions are used throughout this report: 5

14 Low-Income Person: As defined by Metrolink policy, a person whose median annual household income is less than $40,000. This is roughly equivalent to 200 percent the U.S. Department of Health and Human Services (HHS) poverty guidelines ad accounts for the high cost of living across the Metrolink service area. Disparate Impact: Refers to a facially neutral policy or practice that disproportionately affects members of a group identified by race, color, or national origin, where the recipient s policy or practice lacks a substantial legitimate justification and where there exists one or more alternatives that would serve the same legitimate objectives but with less disproportionate effect on the basis of race, color, or national origin. For Metrolink, a disparate impact occurs where, the absolute share of minority riders subject to the adverse effects of the service or fare change(s) exceed the share of non-minority riders that are subject to the adverse effects by 5% or more, OR the absolute share of non-minority riders subject to the benefits of the service or fare change(s) exceed the share of minority riders that are subject to the benefits by 5% or more. Disproportionate Burden: Refers to a neutral policy or practice that disproportionately affects low-income population s more than non-low-income populations. A finding of disproportionate burden requires the recipient to evaluate alternatives and mitigate burdens where practicable. For Metrolink, a disproportionate burden is defined to be where, the absolute share of low income riders subject to the adverse effects of the service or fare change(s) exceed the share of non-low income riders that are subject to the adverse effects by 5% or more, OR the absolute share of non-low income riders subject to the benefits of the service or fare change(s) exceed the share of low income riders that are subject to the benefits by 5% or more. Disparate Treatment: Refers to actions that result in circumstances where similarly situated persons are intentionally treated differently (i.e., less favorably) than others because of their race, color, or national origin. Low-Income Population: Refers to any readily identifiable group of low-income persons who live in geographic proximity, and, if circumstances warrant, geographically dispersed/transient persons (such as migrant workers or Native Americans) who will be similarly affected by a proposed FTA program, policy or activity. As defined by Metrolink policy, persons whose median annual household income is less than $40,000 are part of the low income population. Limited English Proficient (LEP) Persons: Refers to persons for whom English is not their primary language and who have a limited ability to read, write, speak, or understand English. It includes people who reported to the U.S. Census that they speak English less than very well, not well, or not at all. Minority Population: Means any readily identifiable group of minority persons who live in geographic proximity and, if circumstances warrant, geographically dispersed/transient populations (such as migrant workers or Native Americans) who will be similarly affected by a proposed DOT program, policy, or activity. 6

15 Noncompliance: Refers to an FTA determination that the recipient is not in compliance with the DOT Title VI regulations, and has engaged in activities that have had the purpose or effect of denying persons the benefits of, excluding from participation in, or subjecting persons to discrimination in the recipient s program or activity on the basis of race, color, or national origin. 2 Approach The Tile VI fare equity analysis seeks to understand the effects that cashless ticketing devices on station platforms would have on low income, minority and LEP riders and determine any disparate impacts or disproportionate burdens to those groups based on the proposed change. In the event that any impacts or burdens are identified, the study evaluates what mitigation actions, such as introducing alternative payment options, might alleviate these impacts. At the May 14, 2016, Board Meeting, the Board adopted a public participation plan for this analysis to afford riders, stakeholders, and the general public the opportunity to provide input regarding the proposed changes. Objectives of the plan were to: Conduct Title VI outreach for the purpose of promoting inclusive public participation in accordance with FTA guidelines; Gather appropriate level of feedback the Board can use to make decisions that benefit the communities that Metrolink serves; Build relationships with customers, communities and other stakeholders for this and future Metrolink initiatives; Inform the community about the proposed changes The study approach worked to engage the public both qualitatively, through platform interviews and public meetings, and quantitatively, through an online and paper survey, to understand: 1. What forms of payment minority and low-income riders use or have readily available at ticket vending machines, compared to non-minority and non-low income riders. 2. What impacts would be experienced by minority and low-income riders with a transition to cashless ticketing devices on station platforms, compared to non-minority and non-low income riders. 3. What mitigation steps might relieve any disparate impacts to minority or disproportionate burdens to low-income riders with a transition to cashless ticketing devices on station platforms, compared to non-minority and non-low income riders. 2.1 Notices and Communications Notices and communications announcing the Title VI study and inviting public feedback were published through a variety of print and digital outlets from July through August These included public hearing notices issued in nine languages and available in local community print publications and online at metrolinktrains.com. Additionally, press releases, E-Blasts, Twitter updates, and seat drops on trains were all broadcast to raise awareness and invite participation in the online survey and public meeting 7

16 process. Documentation of the public communications for this study are presented in Appendix B.1 (Public Hearing Notices) and Appendix B.2 (General Notices). 2.2 Station Interviews As part of the data collection process, Metrolink and Accenture staff conducted interviews with riders on select station platforms to understand where and how riders purchased their fare, and how they would purchase fare in the future if cashless devices were implemented. The interviews consisted of seven questions and can be found in Appendix C.2 Station interview sites were determined in conjunction with the Metrolink board and stakeholders based on the prominence of minority, low income, and LEP riders and TVM cash usage. Interviews were conducted between July 19 through August 6 during weekday peak and offpeak times at the following stations: Anaheim El Monte Fontana LA Union Station Montclair Oxnard Pomona North Rialto Riverside Downtown Riverside La Sierra San Bernardino Santa Ana Simi Valley Sylmar/San Fernando A total of 608 riders were interviewed as part of the process. Interviewees interested in learning more about the proposed changes were directed to the online survey. Information was made available to riders with difficulty understanding English to complete a survey in another language. 2.3 Online Survey and Comments The data source for completing the fare equity analysis was a comprehensive assessment of riders payment options and demographic data offered as an online survey available from the Metrolink website. The survey was available in 12 different languages including English, Spanish, Chinese (Simplified and Traditional), Farsi, Japanese, Tagalog, Armenian, Korean, Vietnamese, Arabic and Russian, and consisted of 25 questions that were a combination of multiple-choice, free response and single selection. The survey was divided into three sections, with questions related to where and how riders currently buy their Metrolink tickets, what ways riders would be able to buy tickets in the future among potential alternative sales options, and demographic background about the rider. The survey also included 8

17 opportunity for participants to provide written comments and feedback to Metrolink about the ticketing and/or fare collection process. The survey was advertised in all languages on the Metrolink website from July 18, 2016, through September 9, In addition to the website homepage, the survey was promoted through public notices in all languages advertised in community publications, along with e-blasts and Twitter updates to Metrolink subscribers. A total of 1,650 respondents participated in the online survey. The English version of the survey can be found in Appendix C Community / Public Meetings Community meetings were held to engage with community members and stakeholders in order to educate individuals on the proposed plan and provide an opportunity for community members to give feedback to Metrolink staff. Materials presented at these meetings are provided in Appendix B.3 These meetings were held at locations within the Metrolink service area determined in conjunction with stakeholders and designed to complement the online and platform survey efforts. Meeting times and locations were: August 23, 6:30 p.m. to 8:30 p.m. Metro Board Conference Room, One Gateway Plaza, 3rd Floor, Los Angeles, CA August 25, 6:30 p.m. to 8:30 p.m. Pomona City Hall, 505 South Garey Avenue, Pomona, CA September 6, 6:30 p.m. to 8:30 p.m. Chimbole Cultural Center Lilac Room, Sierra Highway, Palmdale, CA A total of 19 community members attended the public meetings. Participants interested in completing an online survey were able to do so at the meeting. Information was made available to participants with difficulty understanding English to receive information and/or complete a survey in another language. 2.5 Public Hearing A public hearing was held on September 9, 2016, during the Metrolink board meeting to give the general public an opportunity to express any opinions or comments they have regarding the proposed change. A total of 1 community member provided feedback during the public hearing. 3 Findings Of the 1,982 online surveys collected, 1,650 responses were substantially complete to be considered for analysis. Total respondents consisted of a majority of everyday riders (51% of all responses) distributed across all stations within the five counties (plus San Diego) that comprise the Metrolink service area. Most respondents purchased monthly passes (40%) followed by round trip tickets (29%) and purchased regular adult fare (73%). These general characteristics are presented in Figure 1 and align with results from the Metrolink 2015 Origin-Destination Study. 9

18 Figure 1. Survey Rider General Characteristics Related to race and ethnicity, about half of survey respondents report to be Caucasian (white, non- Hispanic) and half minority backgrounds. Related to household income, one in five survey respondents report to be low income based on Metrolink s income guidelines. These statistics are consistent with results from the Metrolink 2015 Origin-Destination Study and are presented in Figure 2. Figure 2. Survey Rider Title VI Demographics A summary of responses to all 25 survey questions and comments received are reported in Appendix A.1. 10

19 3.1 Fare Equity Base Analysis The base analysis considers whether minority or low income riders are proportionally more or less likely than non-minority or non-low income riders to pay for their ticket using cash at a TVM today, and therefore more likely to be impacted by no longer having cash available as a payment option using the existing TVM. To assess this, the survey population was specifically asked where they normally buy their Metrolink pass or ticket and how they normally pay for it. Over 1,200 respondents (78% of the total) bought their tickets from a ticket vending machine, with the new Metrolink mobile app the second most common way to purchase a ticket (14%). The majority of respondents (61%) used a credit or debit card to pay for their ticket, while one in four use cash. Figure 3 depicts the ticket purchase habits of all survey respondents. Figure 3. Survey Rider Ticket Purchase Characteristics Looking just at survey respondents who use TVMs to purchase their tickets, 56% pay with credit/debit cards most of the time while 31% pay with cash most of the time (Figure 4). The fare equity analysis focuses on these 397 respondents who report normally buying their pass or ticket from the ticket vending machine using cash. This survey size provides statistical precision of ±5% at a 95 percent confidence level for systemwide results. Figure 4. TVM Users Ticket Purchase Characteristics 11

20 Disparate Impact Analysis The disparate impact analysis compares the share of minority riders who normally use cash at a TVM to buy their ticket to the share of non-minority riders who normally use cash at a TVM to buy their ticket. Per Metrolink policy, if the difference in the share of affected riders is greater than 5%, a disparate impact exists. Analysis of TVM cash usage for both minority respondents and non-minority respondents is presented in Table 1. If cash were no longer an option for fare payment at Metrolink ticketing devices, the share of minority respondents who would be adversely affected (25.7%) is 3.2% greater than the share of nonminority respondents who would be adversely affected (22.5%). Thus, while removing a TVM cash payment option would slightly impact minority respondents more than non-minority respondents, there is no disparate impact to minority riders based on Metrolink s policies. All Metrolink Users Table 1. TVM Cash Removal Disparate Impact Analysis Disproportionate Burden Analysis The disproportionate burden analysis compares the share of low income riders who normally use cash at a TVM to buy their ticket to the share of non-low income riders who normally use cash at a TVM to buy their ticket. Per Metrolink policy, if the difference in the share of affected riders is greater than 5%, a disparate impact exists. Analysis of TVM cash usage for both low income respondents and non-low income respondents is presented in Table 2. If cash were no longer an option for fare payment at Metrolink ticketing devices, the share of low income respondents who would be adversely affected (51.4%) is 33.6% greater than the share of non-low income respondents who would be adversely affected (17.8%). Thus, there is a disproportionate burden to low income riders based on Metrolink s policies. Table 2. TVM Cash Removal Disproportionate Burden Analysis 3.2 Fare Equity Mitigation Analysis All Responses Share of All Responses Minority Responses Share of Minority Responses Non-Min Responses Share of Non- Federal and Metrolink policies direct that where a disparate impact or disproportionate burden is found to exist, that modifications to the proposed change should be reviewed to avoid, minimize, or mitigate such effects. The fare equity analysis is then rerun to determine if the proposed modifications mitigate the identified impacts. Min Responses ABS DIFF b/t Min and Non-Min Use Cash at the TVM % % % 3.2% Don't Use Cash at TVM % % % -3.2% Total % % % All Metrolink Users All Responses Share of All Responses Low Income Responses Share of Low Inc Responses Non-Low Inc Responses Share of Non- Low Inc Responses ABS DIFF b/t Low Inc and Non-Low Inc Use Cash at the TVM % % % 33.6% Don't Use Cash at TVM % % % -33.6% Total % % % 12

21 A number of potential mitigation options were tested with the survey group to understand if they could relieve the disproportionate burden identified while sustaining the proposed goal to remove cash from the ticket vending devices. Understanding which options were readily available to riders required a thoughtful analysis. On one hand, many Metrolink riders carry multiple types of payment media, such as a credit or debit card, and use cash as a matter of preference rather than need. On the other hand, many riders who have a credit/debit card may not be able to use it for a variety of reasons, such as a low account balance. To most accurately gauge whether a particular alternate payment method would be available to the rider, survey respondents were asked, If you could no longer use cash to pay for your pass or ticket at a Metrolink ticket vending machine, but the following options could be used, which ones would you use to buy your pass or ticket? Respondents had the choice to select any number of options for how they could potentially pay, including identifying their own options, or select no options. Mitigation Options for Cashless Station Platforms The proposed mitigation options can be broadly defined into two categories. The first grouping considers ways for riders to pay at a ticket vending device using other payment media that riders might already carry. The second grouping considers additional locations besides the platform ticketing device that may be readily available for riders to pay for their tickets. Other Ticket Vending Device Payment Options A variety of payment options were identified that Metrolink riders who currently use cash might have available as an alternative way to pay for their ticket at a vending device: Credit and debit cards two thirds of all TVM cash users report having a credit or debit card, including 62% of minority riders and 57% of low income riders. Some choose cash as a matter of personal preference, while others stated they would prefer to use credit/debit, but unreliability of this function in Metrolink s current TVMs prevent them from doing so. Corporate quick card while this is currently an available alternative way to pay for your Metrolink ticket, current TVM cash users do not report that it would be a viable future alternative. Golden State Advantage cards some current cash riders, particularly within the low income community, carry an electronic benefits transfer (EBT) card that includes federal, state, and local assistance funding that can be used for applicable purchases, including public transportation. Transit Access Pass (TAP) cards the TAP card is a transit system smart card used by 24 transit agencies across Los Angeles County, including LA Metro. The card is carried by many Metrolink riders who already use it to pay for and ride transit services throughout LA County. Student ID cards some TVM cash users are students who may not carry credit or debit cards but have student ID cards that could be used as a credential to access transit services through a university group program or other means. Mobile wallets (e.g., ApplePay, Android Pay, etc.) some Metrolink riders prefer the privacy and flexibility of mobile wallets to directly using a credit or debit card in public. Mobile wallets are 13

22 increasingly becoming an accepted form of payment, and with links to services like PayPal, are also available to riders who do not use credit cards. Other Payment Locations Other possible locations were identified where Metrolink riders who currently use cash at the TVM might be able to pay for their ticket, especially those looking to continue using cash: Metrolink ticket windows currently, Metrolink staffs one ticket window at LA Union Station. 42% of TVM cash users stated they would buy their tickets using cash from this location as one of their options if cash were not an option at TVMs. Several other stations throughout the Metrolink system, many along the Amtrak corridor, likewise offer the facilities and staffing to sell Metrolink tickets either through a Metrolink or third-party ticketing agent. Retail locations TVM cash users are receptive to buying a ticket using cash from a retail outlet located near their Metrolink station, home, or office, provided the location is convenient to their existing commute. While many stations are currently proximate to existing retailers, others are not. Riders are also interested in bringing retail options directly into the station area, not only to sell tickets but to enhance station amenities. Metrolink mobile app as the Metrolink ticketing app continues to mature to provide access through MetroRail faregates and accept other forms of payment such as PayPal, current TVM cash users, particularly those who prefer privacy with their financial data, indicate a greater willingness to use the app rather than the TVM to make their purchase. Metrolink website similar to the attractiveness of the Metrolink mobile app, some survey respondents state they will use the Metrolink website to buy their tickets online at home rather than pay with cash at a TVM, once the web option becomes available. Figure 5 summarizes the responses from TVM cash users who stated the alternate payment options to cash that they could readily use to pay for a ticket. Figure 5. Stated Alternative Payment Options for TVM Cash Users 14

23 Disproportionate Burden Mitigation Analysis For purposes of the mitigation analysis, the alternate payment options described above were grouped into two incremental levels of mitigation: Level 1 (Options at TVM) consists of offering new ways to pay at a ticket vending device in addition to using Metrolink s current non-cash options (credit/debit card and corporate quick card). The additional payment options offered under Level 1 Mitigation include Golden State Advantage (EBT) cards, TAP cards, student ID cards, and mobile wallets (e.g., ApplePay, Android Pay, etc.). Level 2 (Options at Other Locations and TVM) consists of offering all Level 1 options AND offering additional ways to buy a ticket at a location other than the ticket vending device. The non-tvm payment options offered under Level 2 Mitigation include paying cash at a Metrolink ticket window or nearby retail location or buying a ticket from the Metrolink mobile app or on the Metrolink website. The disproportionate burden analysis was run again with the mitigation actions in place to assess the effects. With Level 1 Mitigation (TVM options), the share of low income respondents who would be adversely affected is reduced from 51.4% to 20.7%, while the share of non-low income respondents who would be adversely affected is reduced from 17.8% to 7.5% (Table 3). The absolute difference between low income and non-low income shares drops to 13.3%. As a result, with Level 1 Mitigation there is still a disproportionate burden to low income riders based on Metrolink s policies. All Metrolink Users Table 3. TVM Cash Removal Disproportionate Burden Analysis (Level 1 Mitigation) All Responses Share of All Responses Low Income Responses Share of Low With Level 2 Mitigation (TVM and non-tvm options), the share of low income respondents who would be adversely affected is reduced from 51.4% to 6.8%, while the share of non-low income respondents who would be adversely affected is reduced from 17.8% to 3.1% (Table 4). The absolute difference between low income and non-low income shares drops to 3.7%. As a result, with Level 2 Mitigation there is no disproportionate burden to low income riders based on Metrolink s policies. Table 4. TVM Cash Removal Disproportionate Burden Analysis (Level 2 Mitigation) Inc Responses Non-Low Inc Responses Share of Non- Low Inc Responses ABS DIFF b/t Low Inc and Non-Low Inc Cash Only % % % 13.3% Have Options % % % -13.3% Total % % % All Metrolink Users All Responses Share of All Responses Low Income Responses Share of Low Inc Responses Non-Low Inc Responses Share of Non- Low Inc Responses ABS DIFF b/t Low Inc and Non-Low Inc Cash Only % % % 3.7% Have Options % % % -3.7% Total % % % 15

24 3.3 Survey Comments In addition to capturing data related to the fare equity analysis above, survey respondents were asked to provide comments about no longer being able to use cash at a ticket vending machine. These comments were aggregated and assessed to be either Strongly Negative, Negative, Neutral, Positive, or Strongly Positive in relation to not having a cash option at the platform ticketing device. Over the entire survey population, 36.7% of respondents expressed either Strongly Negative or Negative comments about the proposed change, with 10.5% of respondents either Strongly Positive or Positive about a change. About half of all respondents were either Neutral to a change or did not express an opinion (52.8%). Among just the survey respondents identifying as TVM Cash Users, comments were proportionally more negative than those of the survey population at large, with two thirds (66.2%) considering the proposed change with either Strongly Negative or Negative comments and only 3.3% viewing it as Strongly Positive or Positive. The remaining 30.5% of respondents viewed it as either Neutral or did not respond. TVM Cash Users who identified as Minority and Low Income responded similarly to Non-Minority and Non-Low Income TVM Cash Users. Many of the respondents noting negative comments stated that removing cash would hinder their ability to ride, or suggested it would hinder others ability to ride. The next most frequent theme of negative comments stated that a cashless system was infeasible because existing TVMs were too unreliable in processing credit/debit transactions. Positive comments frequently cited the potential for safer stations and faster lines with the removal of cash from station platforms. Figure 6 illustrates the survey comments received regarding removing the cash payment option on platforms. Appendix A.1 lists all comments received through the online survey process. Figure 6. Survey Comments about Using Cash in Platform Ticketing Devices 16

25 3.4 Station Interview Feedback As described in Section 2.2, Metrolink staff interviewed over 600 riders at ten station platforms across the service area. Riders were asked to describe where they bought the Metrolink ticket or pass and how they paid for it, as well as if and how they would continue riding Metrolink were cash payment not accepted at the station ticketing device. Compared to online survey respondents, station interviewees were equally as likely to be frequent riders (63% riding 2 or more days per week) and to purchase their tickets from a TVM (76% of interviewees). Interviewees were also equally likely to use cash to buy their tickets (32% of interviewees compared to 31% of survey respondents). Interviewees were asked the question, What would you do if you could not pay with cash for your ticket at the ticket vending machine? Of the 32% of riders who reported using cash at a TVM to purchase their ticket, two thirds reported they would use a credit or debit card at the TVM in lieu of cash, far more than any other option (Figure 7). Figure 7. Stated Alternative Payment Options for TVM Cash Users Totaling all options, 84% of TVM Cash Users reported that they would have an option to pay for rides even if cash was not offered at station ticketing devices, while 16% reporting they would no longer ride Metrolink if cash were not an option. This is consistent with the platform survey results described above in Section 3.2, where 16% of TVM Cash Users also reported that without cash they would have no payment options even with Level 2 Mitigation. In addition to the quantitative data collected, station interviewees also had a chance provide open-ended responses about how they pay for their Metrolink tickets. Based on the responses collected, interviewees strongly advocated for new ticket vending devices that were easier to use and more reliable. Several commented that slow and unreliable TVMs led them to have to use an alternative payment method to complete their transaction or caused them to miss their train. A minority of riders expressed an interest 17

26 to retain a cash option at the station platform. Appendix A.2 lists summary responses to all questions along with all comments received through the station interview process. 3.5 Other Feedback Metrolink received additional comments from citizens participating in the three community meetings and one public hearing, as well as mail and comments sent in to the Authority. The majority of respondents spoke out against removing cash options from ticketing devices, citing difficulties it would cause for themselves or certain population segments including low income riders, unbanked riders, students, tourists, and others. Some respondents were neutral to the proposed change or voiced concerns on other topics. A small number of participants spoke in favor of removing cash from ticketing devices. Appendix A.3 contains summaries and comments received at the community meetings, Appendix A.4 contains minutes and comments received at the public hearing, and Appendix A.5 contains comments sent directly to Metrolink. 18

27 Appendices Appendix A: Public Feedback A.1 Online Survey Responses and Comments A.2 Platform Interview Responses and Comments A.3 Public Workshop Summaries and Comments A.4 Public Hearing Minutes A.5 Additional Comments Appendix B: Public Communications B.1 Public Hearing Notices (All languages) B.2 General Notices (press releases, social media notices, e-blasts, seat drops, etc.) B.3 Community Meeting Materials Appendix C: Survey Instruments C.1 Title VI Online Survey C.2 Station Interview Questions Appendix D: Plan and Policy Documents D.1 Disparate Impact/ Disproportionate Burden Policy Adoption D.2 Public Participation Plan Adoption 1

28 A.1 Online Survey Responses and Comments Metrolink Survey Fare System Survey Q1. Ple a se se le ct yo ur la ng ua g e Answe r Op tio ns English Español (Spanish) 中文 (Simplified) 中文 (Traditional) 日本語 (Japanese) Tagalog Հայերեն (Armenian) 한국어 (Korean) Tiếng Việt )Vietnamese( Arabic (Arabic) Ру сский )Russian( Resp o nse Pe rce nt Resp o nse Co unt 98.0% % % 1 0.2% 3 ف ارس ی )Farsi( 0.1% 1 0.1% 2 0.1% 1 0.1% 2 0.2% 4 0.2% 3 0.1% 2 0.0% 0 a nswe re d q ue stio n skip p e d q ue stio n Please select your language English Español (Spanish) 中文 (Simplified) 中文 (Traditional) )Farsi( 日本語 (Japanese) Tagalog Հայերեն (Armenian) 한국어 (Korean) Tiếng Việt )Vietnamese( Arabic (Arabic) Русский )Russian) 2

29 Q2. How o fte n d o yo u rid e Me tro link? (Se le ct o ne ) Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt 4 or more days a week 50.9% or 3 days a week 11.3% 186 Once a week 4.6% times a month 15.8% 260 Less than once a month 15.0% 247 I no longer ride Metrolink 2.3% 38 a nswe re d q ue stio n skip p e d q ue stio n How often do you ride Metrolink? (Select one) 4 or more days a week 2 or 3 days a week Once a week 1-3 times a month Less than once a month I no longer ride Metrolink 3

30 Q3. Wha t is the Me tro link sta tio n ne a re st yo ur ho me whe re yo u no rma lly b e g in yo ur trip in the mo rning? (Inse rt sta tio n Answe r Op tio ns a nswe re d q ue stio n No Charts Available No Charts Available Re sp o nse Co unt Q4. Wha t is the Me tro link sta tio n ne a re st yo ur p la ce o f wo rk o r fina l d e stina tio n? (Inse rt sta tio n na me ) Answe r Op tio ns a nswe re d q ue stio n Re sp o nse Co unt Q5. W ha t p a ss o r ticke t d o yo u no rma lly use to rid e Me tro link? (Se le ct o ne ) Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Monthly Pass 39.7% Day Pass 8.1% 133 Weekend Pass 7.0% 115 Round Trip Ticket 29.1% 478 One-Way Ticket 13.0% 214 Other (please specify) 3.0% 49 a nswe re d q ue stio n skip p e d q ue stio n W hat pass or ticket do you normally use to ride Metrolink? (Select o ne) Monthly Pass 7-Day Pass Weekend Pass Round Trip Ticket One-Way Ticket Other (please specify) 4

31 Q6. W ha t p a ss o r ticke t d o yo u no rma lly use to rid e Me tro link? (Se le ct o ne ) Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Regular Adult 71.9% 1177 Senior 12.3% 202 Disabled 5.3% 86 Student 9.1% 149 Military 0.1% 2 Access 0.3% 5 Other (please specify) 1.0% 17 a nswe re d q ue stio n 1638 skip p e d q ue stio n 344 W hat pass or ticket do you normally use to ride Metrolink? (Select o ne) Regular Adult Senior Disabled Student Military Access Other (please specify) 5

32 Q7. W he re d o yo u no rma lly b uy yo ur p a ss o r ticke t? (Se le ct o ne ) Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Ticket vending machine 77.5% 1267 Metrolink ticket window 3.1% 51 Metrolink mobile app 14.3% 234 My employer 2.8% 45 Other (please specify) 2.3% a nswe re d q ue stio n skip p e d q ue stio n W here do you normally buy your pass or ticket? (Select one) Ticket vending machine Metrolink ticket window Metrolink mobile app My employer Other (please specify) 6

33 Q8. How d o yo u no rma lly p a y fo r yo ur p a ss o r ticke t? (Se le ct o ne ) Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Cash 24.6% 403 Credit/debit card 60.3% 987 Corporate quick card 10.8% 176 Personal Check or voucher 0.7% 12 Other (please specify) 3.5% 58 a nswe re d q ue stio n skip p e d q ue stio n Ho w do you normally pay for your pass or ticket? (Select one) Cash Credit/debit card Corporate quick card Personal Check or voucher Other (please specify) 7

34 Cash Corporate quick card Golden State Advantage (EBT) card Other (please specify) Metrolink Next Generation Fare Collection System Q9. W hich o f the fo llo wing fo rms o f p a yme nt d o yo u o wn? (Se le ct a ll tha t a p p ly) Answe r Op tio ns Resp o nse Pe rce nt Cash Credit/debit card Corporate quick card Personal Check Golden State Advantage (EBT) card TAP card Other (please specify) a nswe re d q ue stio n skip p e d q ue stio n W hich of the following forms of payment do you own? (Select all that a pply) Resp o nse Co unt 89.3% % % % % % % % 90.0% 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 8

35 Ticket vending machine at Metrolink mobile app Retail outlet near my Metrolink My employer Other (please specify) Metrolink Next Generation Fare Collection System Q10. If Me tro link p a sse s a nd ticke ts we re a va ila b le a t the fo llo wing lo ca tio ns, p le a se se le ct the o ne s whe re yo u wo uld b e inte re ste d to b uy yo ur p a ss o r ticke t. (Se le ct a ll tha t a p p ly) Answe r Op tio ns Resp o nse Pe rce nt Ticket vending machine at my Metrolink station Metrolink ticket window at Union Station Metrolink mobile app Metrolink website (print at home) Retail outlet near my Metrolink station Retail outlet near my home, school or office My employer Pass by mail Other (please specify) a nswe re d q ue stio n skip p e d q ue stio n If Me trolink passes and tickets were available at the following lo cations, please select the ones where you would be interested to b uy your pass or ticket. (Select all that apply) Resp o nse Co unt 85.1% % % % % % % % % % 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 9

36 Q11. If yo u co uld no lo ng e r use ca sh to p a y fo r yo ur p a ss o r ticke t a t a Me tro link ticke t ve nd ing ma chine, wo uld yo u b e inte re ste d in b uying a re lo a d a b le p a yme nt ca rd (fo r a n e xtra fe e ) to use a t the ticke t ve nd ing ma chine a nd a t sto re s? Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Yes 22.1% 360 No 62.2% 1015 I don't know 15.7% a nswe re d q ue stio n skip p e d q ue stio n If yo u could no longer use cash to pay for your pass or ticket at a Me trolink ticket vending machine, would you be interested in buying a re loadable payment card (for an extra fee) to use at the ticket ve nding machine and at stores? Yes No I don't know 10

37 Pay at the Metrolink ticket vending Pay at the Metrolink ticket vending Pay at the Metrolink ticket vending Pay with cash at a: Retail outlet near my Other (please specify) Metrolink Next Generation Fare Collection System Q12. If yo u co uld no lo ng e r use ca sh to p a y fo r yo ur p a ss o r ticke t a t a Me tro link ticke t ve nd ing ma chine, b ut the fo llo wing o p tio ns co uld b e use d, which o ne s wo uld yo u use to b uy yo ur p a ss o r ticke t? (Se le ct a ll tha t a p p ly) Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Pay at the Metrolink ticket vending machine with 79.3% 1275 Pay at the Metrolink ticket vending machine with 2.7% 44 Pay at the Metrolink ticket vending machine with 12.8% 205 Pay at the Metrolink ticket vending machine with a: 22.9% 368 Pay at the Metrolink ticket vending machine with 7.8% 125 Pay with cash at a: Metrolink ticket window 27.1% 436 Pay with cash at a: Retail outlet near my Metrolink 19.7% 317 Pay with cash at a: Retail outlet near my home, school 21.8% 350 Other (please specify) 12.3% 198 a nswe re d q ue stio n skip p e d q ue stio n If yo u could no longer use cash to pay for your pass or ticket at a Me trolink ticket vending machine, but the following options could be used, which ones would you use to buy your pass or ticket? (Select all tha t apply) % 80.0% 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 11

38 Q13. Do yo u ha ve a ny co mme nts a b o ut no lo ng e r b e ing a b le to use ca sh a t a ticke t ve nd ing ma chine? Answe r Op tio ns a nswe re d q ue stio n Re sp o nse Co unt No Charts Available See Comments for Question

39 Q14. How we ll d o yo u re a d Eng lish? Answe r Op tio ns Very well Well Not well Not at all Resp o nse Pe rce nt Resp o nse Co unt 97.5% % % 2 0.1% 1 a nswe re d q ue stio n 1633 skip p e d q ue stio n 349 How well do you read English? Very well Well Not well Not at all 13

40 Q15. How we ll d o yo u sp e a k a nd und e rsta nd Eng lish? Answe r Op tio ns Very well Well Not well Not at all Resp o nse Pe rce nt Resp o nse Co unt 96.8% % % 7 0.2% a nswe re d q ue stio n skip p e d q ue stio n How well do you speak and understand English? Very well Well Not well Not at all 14

41 Q17. W ha t is yo ur na tive la ng ua g e? Answe r Op tio ns English Spanish Chinese Korean Japanese Vietnamese Armenian Tagalog Persian Cantonese French Russian Thai Arabic Mandarin Other (please specify) Resp o nse Pe rce nt Resp o nse Co unt 87.7% % % % 8 0.2% 3 0.2% 4 0.2% 4 1.2% % 1 0.2% 3 0.2% 4 0.1% 1 0.1% 1 0.1% 2 0.1% 2 3.1% a nswe re d q ue stio n skip p e d q ue stio n English W hat is your native language? Spanish Chinese Korean Japanese Vietnamese Armenian Tagalog Persian Cantonese French Russian Thai Arabic Mandarin Other (please specify) 15

42 Q17. How e a sy to und e rsta nd d o yo u find the fo llo wing Me tro link info rma tio n: Answe r Op tio ns Ea sy Difficult Don't Kno w Rating Ave ra g e Resp o ns e Co unt Metrolink website - Metrolinktrains.com Metrolink Telephone information LINK Ticket window at Union Station Station agents Metrolink Route Maps Metrolink Timetables Announcements at Station Platform Announcements on the train Ticket Vending Machine instructions Station Signage Other a nswe re d q ue stio n skip p e d q ue stio n H o w easy to understand do you find the following Metrolink information: Other Ticket Vending Machine instructions Announcements at Station Platform Metrolink Route Maps Ticket window at Union Station Metrolink website - Metrolinktrains.com

43 Q18. Do yo u ha ve a ny co mme nts a b o ut Me tro link info rma tio n fo r rid e rs who d o no t sp e a k Eng lish ve ry we ll? Answe r Op tio ns a nswe re d q ue stio n Re sp o nse Co unt No Charts Available See Comments 17

44 Q19. W hich o f the fo llo wing b e st d e scrib e s yo ur e thnic b a ckg ro und? Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt African American (Black) 6.9% 109 Hispanic 19.7% 312 Asian 11.5% 182 Native Hawaiian or other Pacific Islander 1.1% 17 American Indian or Alaskan Native 0.8% 12 Caucasian (White, non-hispanic) 52.2% 826 Other (please specify) 7.9% 125 a nswe re d q ue stio n skip p e d q ue stio n W hich of the following best describes your ethnic background? African American (Black) Hispanic Asian Native Hawaiian or other Pacific Islander American Indian or Alaskan Native Caucasian (White, non- Hispanic) Other (please specify) 18

45 Q20. W ha t ca te g o ry includ e s yo ur g ro ss a nnua l ho use ho ld inco me? Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Less than $40, % 276 $40,000 to $74, % 380 $75,000 to $99, % 256 $100,000 or more 38.6% 574 a nswe re d q ue stio n skip p e d q ue stio n W hat category includes your gross annual household income? Less than $40,000 $40,000 to $74,999 $75,000 to $99,999 $100,000 or more 19

46 Q21. W ha t is yo ur e mp lo yme nt sta tus? Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Employed full time 73.9% 1180 Employed part time 7.5% 119 Not employed / seeking work 2.3% 37 Not employed / Retired / not seeking work 10.0% 159 Student 6.3% a nswe re d q ue stio n skip p e d q ue stio n W hat is your employment status? 386 Employed full time Employed part time Not employed / seeking work Not employed / Retired / not seeking work Student 20

47 Q22. Do yo u usua lly ha ve a ca r a va ila b le whe n yo u ne e d to tra ve l? Answe r Op tio ns Yes No Resp o nse Pe rce nt Resp o nse Co unt 82.0% % 289 a nswe re d q ue stio n 1609 skip p e d q ue stio n 373 Do you usually have a car available when you need to travel? Yes No 21

48 Q23. W ha t is yo ur a g e? Answe r Op tio ns Under 18 years 18 to 24 years 25 to 34 years 35 to 44 year 35 to 44 years 45 to 54 years 55 to 64 years 65 years or older Resp o nse Pe rce nt Resp o nse Co unt 0.7% % % % % % % % 172 a nswe re d q ue stio n skip p e d q ue stio n W hat is your age? Under 18 years 18 to 24 years 25 to 34 years 35 to 44 year 35 to 44 years 45 to 54 years 55 to 64 years 65 years or older 22

49 Q24. W ha t is yo ur g e nd e r? Answe r Op tio ns Male Female Resp o nse Pe rce nt Resp o nse Co unt 52.0% % 759 a nswe re d q ue stio n skip p e d q ue stio n W hat is your gender? Male Female 23

50 Q25. What is your home Zip code? Answer Options Response Count 1554 answered question 1554 No Charts Available Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? Answer Options Response Count 878 answered question 878 No Charts Available See Comments 24

51 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /19/2016 Well I know theft and crime is an issue w ith cash. Please w ork on mobile app make better safe it may solve everyone's issue's please traveling families /19/2016 Machines are constantly refusing cards or broken;( serious lines d problems. Only w ay is to use cash then /19/2016 Given the varying demographic of riders, some of w hom only have cash as an option, eliminating the ability to pay w ith it w ould not be a w ise decision at this time /19/2016 Cash should still be an option as a form of payment at metrolink ticket vending stations /19/2016 i don't have a credit card and trying to limit my credit card use. The cash option is the only w ay to do this please don't take this aw ay...i also don't use my phones for apps as my service provider charges me /19/2016 i think it should stay the w ay it is /19/ /19/2016 I never use cash. Why does the reloadable payment card have an extra fee? This doesn't make any sense. Metrolink should offer reloadable payment cards w ithout a reloading cost. Use the savings from not having to accept cash at machines to fund the cost of the reloadable netw ork /19/2016 Yes. Why? At times I do not have a credit card w ith me /19/2016 This w ill cause hardship to low er-income non-commuter travelers w ho use Metrolink as a public transit option, and appears discriminatory to me /19/2016 Truly consider that it w ould be a hardship to many of your customers /19/2016 I don't use cash /19/2016 I think it's a bad idea. Some people, especially low income people, don't have accounts and are already hard pressed to stretch their money. They don't need to pay extra fees /19/2016 I w ould purchase a pass I. The app if I could use it for metro TAP pass too /19/2016 I don't use cash to purchase tickets /19/2016 I w ill miss getting dollar coins as change /19/2016 That w ould be an inconvenience for some people, but it sounds like a good idea /19/2016 Sometimes the vending machine does not take or w ork cards, fix this please! /19/2016 Occasional riders w ould be highly inconvenienced /19/2016 I don't carry cash /19/2016 None I don't use cash /19/2016 I don't use cash at the vending machine, so no, I have no comments /19/2016 Reloadable card w ithout a fee /19/2016 I'm w aiting for Metro to accept your online ticket app so that I can purchase tickets on your app. Right now I need the paper ticket so that I can use it on the Gold line /19/2016 OK w ith me /19/2016 No. Half the time it doesn't take cash anyw ay /19/ /19/2016 Good idea! upgrading the card readers on these machines w ould be ideal. there are times w hen the card readers take many sw ipes to read the card. i started using the app once it came out, 1-to reduce my time w aiting for a machine; 2-to not get frustrated over the machine not reading my card constantly /19/2016 Not a big concern for me. I use the app regularly /19/2016 Getting an App that could be used to buy the monthly pass for MetroLink that can also be used on the Metro subw ay system w ould be ideal /19/2016 If it makes those machines w ork better I'm 1000% for it 25

52 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /19/2016 Since there are times now that the machines malfunction and it w on't take your card and the other option is Cash, it could be a problem /19/2016 Removing cash is a smart move and safer for riders and Metrolink /19/2016 No, not being able to pay w ith cash is not a concern for me /19/2016 I don't use cash /19/2016 I don't use cash now /19/2016 Many times the credit card portion of the ticket buying process does not w ork /19/2016 It may be a huge inconvenience for some people w ho do not have bank accounts or credit cards. Sometimes the card reader is defective as w ell, so only cash is accepted /19/2016 Although it w ill not w ork for everyone, frequent riders w ill benefit from the faster process /19/2016 I only use my credit or debit card, so this no longer affects me /19/ /19/ /19/2016 I prefer using debit card as carrying $329 cash makes me nervous. I'd appreciate fixing all your machines to use Wells Fargo debit cards. It's a hazzle for me every month. The machine NEVER have been able to read my AMEX card and sometimes cant read my debit or credit cards. At that point cash is my only option Not everyone has any of the cards listed above. Can you guarantee the card reader w on't be spoffed like gas stations. I've already had my card stolen from a gas station. Hardly any to no security at the train stations /19/2016 I have no need to be able to pay w ith cash /19/2016 It w ouldn't make a difference in my purchases, but i have access to a lot of cards /20/2016 We used to pay cash to the vending machine just to get our change in dollar coins. It w as really the only place w e knew of to get dollar coins /20/2016 I w ould be fine w ith it..i think you guys lack in checking tickets..i know so many passengers that don't purchase tickets! /20/2016 I never use cash at the vending machines. Having said that, the vending machines a extremely slow /20/2016 I have no problem w ith not using cash but sometimes using a card, some machines w ill post a message "not able to read card" please find a w ay to fix this issue. Maybe another card reading machine /20/ /20/2016 What about the people that don't have bank account or a credit card. Creates more problems and more people w ill ride the train for free. Because you can use cash. From a public policy stand point I think it w ould be a poor action for Metrolink to not allow cash at ticket stations. Considering a portion of its riders do not have access to other means of payment i.e. young student/teenagers, or individual's w ho are financially disadvantage. It is Metrolink's best interest as a mass transit company to appeal to all. Furthermore, if metrolink w ants to expand their market (w hich I'm sure they do) having a w ider range of payment w ould afford more opportunity for riders not yet touched by Metrolink. 26

53 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 It w ill be a disadvantage to many minority riders and non us citizens w ho depend on the train for means of transportation /20/2016 When the machine has broken for credit cards I've had to pay cash and some folks don't have credit cards and must pay cash /20/2016 No, let's talk train reliability and adding an extra car to the IEOC lines. Make sure the larger folks on the train are buying tw o tickets /20/2016 Doesn't affect me /20/2016 I hope this does not happen. Sometimes the vending machines have trouble reading my card and w hen there is a long line I prefer to pay cash. It's a more secure w ay of buying your ticket /20/2016 I just hope that using cash to pay for a ticket stays. It's the most common used payment method used to pay for a ticket. But if paying w ith cash at a Metrolink ticket vending machine w as no longer available, there w ould be some problems, w hen I try to use a debit card to pay for a ticket but then about 97% of the time the message appears on the screen and says "could not read card" and no matter w hat I did, I w ould have to use cash and coins to pay for a ticket. I really hope that Metrolink fixes this issue FIRST before the ticket machines start to not take cash /20/2016 I w ouldn't carry $441 to buy a pass w ith anyw ay /20/2016 this w ould be questionable as sometimes my card does not w ork and I use physical cash in situations that I lose my card /20/2016 I think this w ould put many people at a disadvantage. Plenty of people do not have credit/debit cards and this w ould make riding the train more difficult and w ould likely result in a loss of revenue for Metrolink /20/2016 This is a bad idea and w ould discourage short trips and those pax w ithout credit /20/2016 Not a good option for visitors and tourists w ho may only have cash and w ant to ride /20/2016 I do not use the machine /20/2016 I w ould prefer to not use cash but w hen the credit card system is dow n it is an alternate w ay to purchase a ticket /20/2016 No cash option is fine by me /20/2016 I w ould purchase tickets through monile app,but only if i could use that to tranfers to buses and light rail,otherw ise the app useless for me as i tranfer after i get to union station /20/2016 Would make it difficult for the casual rider w ho may not have access to other forms of payment, /20/ /20/2016 I do not have a printer at home, nor do I have a debit/credit card. It w ill be a bit difficult for me to even buy one in the train station since there is now here else to buy my ticket aside from the machine. I normally only use my debit card to buy my tickets, but buying w ith cash at the vending machines is important especially for people w ho might not have their cards w ith them, or w ho do not feel comfortable using their cards at vending machines /20/2016 The card readers on the TVMs frequently break dow n /20/2016 Dumb to remove machine sine no person on site. Smart to remove cash option. What country is this? 27

54 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 I think it w ould be discriminatory against the poor that may not have a credit card /20/2016 I am fine w ith out using cash /20/2016 Don't do it until the machines are better at processing credit cards. Too often the machines don't w ork /20/ /20/2016 It's a terrible idea, unless you have the option to use the mobile app. Also consider that some riders may not have a smart phone& use only cash for personal reasons I w ill not use my credit card w ith your TVM's ever again. In the past it has charged my card w ithout giving me a ticket or charged me multiple times. I then have to spend hours of my time jumping through hoops to get my money refunded. Take aw ay cash option and make my decision to start a vanpool much easier /20/2016 might be an inconvenience for those w ho do /20/2016 Definitely needs a major upgrade, the machines are w ay too slow! This is w hy I go to Metrolink w indow at Union station to avoid such hassle!!! /20/2016 In my opinion it w ould be an inconvenience to many riders not to have the option of paying cash at the vending machine /20/2016 the vending machines often do not accept my debit card /20/2016 Currently, cash is the only form of payment gauranteed to w ork at the ticket machines. The credit card readers break constantly /20/2016 Don't do it! /20/2016 This w ould disadvantage poorer riders /20/2016 maybe it is not a good option /20/ /20/2016 ALWAYS USE DEBIT CARD I think this is a bad idea, especially for low income people that rely on public transportation to get to w ork. Many of them do not have a bank account w ith a debit card, and rely on cash for everything. These people w ill be forced to w aste some of the very little money they have to purchase reloadable cards w hich is just plain silly. Cash is still legal tender, and as such it should remain a viable option, so in stations that do not have a ticket w in though the machine still needs to except cash to print a ticket /20/2016 The new method of not paying cash is going to be an inconvenience for me /20/2016 A lot of people only have cash to travel Metrolink /20/2016 Don't w ant to pay extra fees w hen buying a ticket /20/2016 Not everyone has a debit card/credit card /20/2016 I feel this w ould be an incredible dis-service to the ridership. Unless the ticket machines are guaranteed to process the credit or debit cards EVERY TIME. I have used several machines and 4 out of 10 times, the card reader does not w ork, and I am left taking a picture of the machine and hoping I don't get a w arning on the train or w orse a ticket, because I w as on the train w ithout a ticket. Paying by cash at the vending machines can not go aw ay. We are already paying too much for a ticket already. To force riders to pay a fee for a reloadable card is frankly just HIGHWAY robbery. DON'T take aw ay the cash function from the machines /20/2016 The app w orks, but how do I use it to get in the red line. Is there a bar code? /20/2016 Yes please use compass card but that also needs to be upgraded to allow cash to be added similar to the clipper card in N.Cal 28

55 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 If I must use my personal debit/credit card, I w ant to be sure your machines are secured so I don't get caught up in some identity theft issues /20/2016 I opposed removing the vending machine that accepts cash. Why are you going to remove it? It's a w aste of money and additional cost. Cash is important. Do not remove. Make it available. It's convenient! /20/2016 No, just make the app w ork w ith LA metro as w ell /20/2016 Many times the machine can't except credit cards. Cash is my back-up payment and you w ould be taking that aw ay /20/ /20/2016 w hen debit/credit card feature does not w ork, I carry cash to purchase ticket. If debit/credit card not available I use cash. Cannot use app, my phone does not support. I prefer to use cash on some days. When my checking/credit accounts are low, cash is my option and it is convenient to perform the purchase w hile at the station aw aiting the train. There are no extra stops or separate errands to run /20/2016 The process w ould be speedy and more efficient /20/2016 yes. because if machine can not accept cash and the machine malfunction, w hat do w e do? /20/2016 It has no impact on me as I have never used cash at a ticket vending machine /20/2016 I know people like to use debit cards, but if the money isn't in the bank, you can't use a card. That's w hy I sometimes use cash at the ticket vending machine. Don't take aw ay the cash option. Thank you /20/2016 I pay cash because it's convenient /20/2016 I have never paid for my ticket w ith cash /20/2016 The ticket itself is expensive some people may not have a credit/debit card /20/2016 Going cashless is an implicit (perhaps unintentional, I w ould hope) move that negatively impacts low - income riders w ho may not have access to a credit card or w ho may be trying to moderate the use of their cards as part of better credit management or debt reduction. Just because I can and do use a credit card doesn't mean everyone w ill be able to, and w hile buying in cash off-site might seem like a good idea, again, it's going to cause problems for people w ith difficulty in accessing those locations. Loading a card via internet or elsew here has the same issues, although I do admit to appreciating the tap-and-ride system present in the Compass cards--no ticket to print, just tap and board. Were it possible to introduce that in a fair w ay. I'd be all for it. Im NOT in favor of removing cash payment options at the ticket machines. On numerous occasions I've had problems w ith tix machines reading credit cards and have paid cash to get my ticket. I've also had times w hen all I've had available is cash. Taking the cash pay option aw ay from the ticket /20/2016 machines at stations can create an additional burden on riders in certain situations /20/2016 one less buying option, not a fan of using debit card in a vending machine. Credit card is fine, but I rather not w hen sliding in a 10 dollar is so much easier /20/2016 Yes. The problem is that sometimes the ticket kiosk at the Covina Station is out of order in regards to Debit/Credit Cards. When I have tried to use my Debit/Credit Card and the ticket kiosk w ould not accept the transaction, I have had to pay w ith cash. I w ould be very angry if I could not pay w ith my Debit/Credit Card and not be able to pay w ith cash and then got a fine for riding Metrolink w ithout a valid ticket. 29

56 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 Please discontinue this option and enable purchases via the internet /20/2016 It does not affect me at all as I alw ays use a credit card. I w ould love to use the mobile app w hen it also includes a transfer to the Metro subw ay /20/2016 You are excluding low income people w ho don't have bank accounts or young people w ho still don't have a bank account. You need to keep cash option available! There is no w ay around it! /20/2016 This w ould be a stupid idea. I have a bank account w ith a debit card but don't alw ays use it because I'll spend more but do keep cash at hand. It limits my spending. And a lot of your riders that I've noticed are Hispanics and me being Hispanic and have lived around them. A lot of them don't have bank accounts due to not having a social security number. Just fix your machines so they w on't break dow n and you w on't have to let the cash riders ride for free. Or better yet, come up w ith some w ay you can sell tickets on the train in case the machine breaks dow n. The same w ay meter maids print out tickets in their held hand device you should be able to as w ell. Do not get rid of the cash option, the only people that benefit if you haven't already noticed, is the Access riders offering discounted rides to people paying cash. If you get rid of the cash option, they w ill be more riders riding along w ith an Access rider. Do a thorough survey by asking people on the train not by having them fill out a piece of paper, that paper w ill end up in the floor as trash /20/2016 Some elderly people don't have credit cards /20/ /20/2016 I live in the Bay Area but visit family in IE a couple of times a year. As a Bay Area resident, I'm used to taking Metro Rail. I have a pass that I can purchase at a retail outlet and connect to my bank account so that it "refills" once it gets dow n to a certain level. The same pass w orks on all Bay Area Transit: BART, Muni, Alameda Co transit, SAMTRANS, you name it. This is great! I w ould use a similar system in SoCal even for the couple of times per year that I visit. Your ticket vending machines rarely w ork, so it is frustrating and a loss in revenue to Metrolink. You definitely need to come up w ith a better solution for the tickets follow ed by more reliable train service. If the trains continue to run late and are continuously canceled, I w ill not be riding anymore, so I w on't care w hat form of payment is needed to buy a ticket or at w hich location /20/2016 My concern is tourist and if someone at the last minute needs to take metrolink /20/2016 Think it is inconvenient for those w ho have cash /20/2016 The re-loadable card is a great idea, but w hy have extra fees. Kill ridership w ith all the fees /20/2016 This is going to inconvenient those w ho do not have a debit/credit card. You have to think about that portion of the population /20/2016 It w ould prevent me from using the metrolink and getting to school /20/2016 Update the Metrolink app so you can use it on bus, metro rail (ex: red line) /20/2016 While this w ould have no impact on me personally I feel it could be an inconvenience to some /20/2016 No. May be a safer w ay for all to travel /20/2016 Adopt the TAP card option that Metro uses, PLEASE!!! 30

57 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 I only buy monthly passes, and a monthly pass from Chatsw orth --> Union Station costs $ I'm not going to carry that much cash on me anyw ay. I prefer to buy by mail, but if I have to use the ticket machine, I w ould only use my credit card to do so /20/2016 I PREFER CASH WHENEVER POSSIBLE /20/2016 yes there should be a place for people to pay cash /20/2016 This w ould make it impossible to get a ticket at the upland station for people w ho only have cash! This is unfair. I have given 10 dollars cash to someone w ho needed to buy a ticket. poor folks neoo!ed to go places t /20/ /20/ /20/2016 This decision does not effect me, personally. But I know of a significant number of people w ho w ould be effected negatively. Those w ho do not have access (for w hatever reason) to a bank account/credit card, and may not be w elcome in retail stores (again for w hatever reason- that right to refuse service to anyone- I have seen it first hand). The idea of charging the people w ho have the least access to payment methods other than cash more, is slightly disturbing to me. Seems a little elitist and discriminatory- unless the goal is to have few er homeless, teens and elderly on the trains. As long as there is an option for those w ho ended up on the train w ithout a ticket to pay cash or credit/debit w hile on the train. I've seen w ay too many times w here the vending machines w ere NOT w orking, queues w ay too long as a result, and NO ONE at any of the stations advising the passengers in queues to just get the heck on board w ith or w ithout a ticket. It w ould not affect me, how ever thinking of others w ho w ould be affected as long as there is an option close by(w alking distance) it should be fine. Some stations w ith no services close by should be equipped w ith a cash pay option /20/2016 Do not exclude people that only use cash! /20/2016 Cash is alw ays KING. Do not eliminate that option /20/2016 Kinda dumb for short trips. Why charge under $20 for 1 or 2 stops? /20/2016 I am low income and I ONLY have cash. I live w eek by w eek to survive /20/ /20/ /20/2016 It's nice to have that option /20/2016 Sometimes, cash at the vending machine AT THE STATION is the cheapest and or quickest route for many people. I am a single mother w ho travels w ith a stroller, occasionally car seat, and a duffle bag and diaper bag, for trips to visit family for few days at a time. I can't alw ays stop at the store or other locations to get a ticket, and for reasons unknow n, internet service can be interrupted or a phone charge can be insufficient to purchase a ticket on the app, I need to know that I can get to the station a few minutes early and pull out a $20 and put it in the machine and get my ticket w ith little or no hassle. Bad idea, some people do NOT have access to credit cards. Retail outlets are closed during LA commuting hours Please keep the cash vending machine as an option. Sometimes our debit or credit card is lost or stolen or maxed out and w e need to use cash as an alternative to paying /20/2016 Yes - ticket vending machine screens are very hard to read /20/2016 Vending machines are essential for poor people w ho do not have a checking account to remove this option and further gauge the poor by forcing them to buy a card from Metrolink is totally opposite of w hat public transportation is for,the public especially the poor and old w ill be totally displaced and once again ignored in the name of greed and profit 31

58 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 I feel that it'd be a great change for people like myself, how ever I am concerned for those w ho do not have a bank account or credit card /20/ /20/2016 Use via APP /20/ /20/2016 I like paper tickets /20/ /20/2016 That is very w rong...many people still use cash, especially low income or people w ho have had their identity stolen, prior to obtaining new cards need to rely on cash. (this happened to me) Shame on you for not making metrolink accessible especially the population of the city of LA, other urban cities take cash, New York, SF, Chicago, w e're the 2nd larges city and you cannot make it happen? Without the use of cash I w ould be unable to use the metro link from the Anaheim Canyon station. As there are no retail store near that w ould allow me purchase in cash. Normally the credit card/debit function is the one that fails to w ork in the metrolink vending machines. Cash then is your only option if you dont w ant to miss your train or connection. Update your stupid card readers and do not eliminate a cash payment option When I tried to use my bank card I w as refused...if not for my cash, I couldn't have ridden your train!! Why don't you have a person, a cashier to help new customers? Also, clear Directions are lacking at both Oceanside and Union station!! People get lost so easily!! /20/2016 I have only used it once and I needed help figuring it out /20/2016 The machines must accept cash. Many people do not have access to credit or debit cards for lack of bank accounts. If the TAP machines in Metro Los Angeles system accept cash, I do not see w hy Metrolink machines are not to be beaten /20/2016 It w ould make life hard for us /20/2016 Sometimes don't have time to go to bank to make a deposit. I have the cash /20/2016 No I don't use cash /20/2016 sucks for the people w ho don't ow n credit or debit cards and also have limited access to a computer :( /20/2016 Cash is the most convenient form of payment. It saves me time. Its quick. Its /20/2016 It takes longer to process w ith a credit card a problem if you are in a hurry /20/2016 This assumes that everyone riding Metrolink has a credit card or other form of electronic payment. May not be fair to ALL riders of Metrolink /20/2016 although i personally don't use cash to pay for my tickets, i don't feel that the cash option should be eliminated, as others may prefer to pay that method and that may be the only option they have /20/2016 NOT EVERYONE HAS A CREDIT/DEBIT CARD /20/2016 I don't think eliminating cash should be a problem, at least not for most of us regular riders /20/2016 Pretty stupid odea to be honest. Maybe dedicate your resources to getting your vending machines w orking 100% of the time before looking at inconveniencing your customers further /20/2016 Bad for tourists w ho don't w ant to use Credit/Debit cards. Also, I see a lot of students using cash /20/2016 I can handle it. It is easier to use a card /20/2016 As long as there is an ATM near by. 32

59 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 I w elcome it. The option to use cash hampers the speed at w hich a TVM line moves /20/2016 You should not void paying cash at the vending machines! /20/2016 It's a pretty stupid move. Lots of very poor people take train from Santa Ana and they only have cash. What are they supposed to do??? Think of others /20/2016 I ALWAYS USE CREDIT CARD TO BUY MONTHLY PASS /20/2016 It w ill make taking the train difficult for those w ho do not have credit cards: students, people w ith bad credit w hom cannot get a credit card, those that don't trust machines since credit card theft is on the rise, people w ho have no other option but to pay cash. This w ill only increase people to board trains and not pay and eventually lead to increase fares by the people that pay. Paying cash should alw ays be an option /20/2016 The credit card readers at the Covina station rarely w ork. Cash is usually the only w ay to pay there /20/2016 It w ould be difficult to purchase tickets for people that does not have access to a credit card, computer, or technology /20/2016 I used to buy my ticket using cash but alw ays had so many problems w ith the machine accepting my bills so I stopped and now use my credit card /20/2016 Those vending machines are total garbage. Can't read the screen in daylight hours, dow n about 10% of the time /20/2016 Not using csh w ould be major hardship /20/2016 The cash function w as difficult anyw ay--it didn't alw ays take bills if they w ere crumpled. The app is aw esome (though there are some kinks w ith the lax flyaw ay function). The app is more convenient anyw ay and w ill help get rid of people w ho beg for cash for tickets at the stations /20/2016 It w ould be hard for my son that uses cash a lot as a student /20/2016 What about visitors or first time users w ho only have cash? /20/2016 it w ould be very inconvenient for me /20/2016 Not really /20/2016 it w ould affect me only if the electronic payment system is not w orking, w hich had happened to me in the past /20/2016 Cash is guarantee to get my ticket before the train arrived, w ith card, sometime the machine does not w ork and I have no ticket w hen the train arrived, keep the cash there as it lot more dependable than the card system /20/2016 I think that not having a cash option at the station is absurd. In my community many of the riders use cash at the vending machine and I strongly believe that not being able to pay cash w ould be a deterent to riding. Not to mention, the trains don't run frequently enough that if you miss a train looking to get to a retailer w ith cash, you are w aiting a long time to get another train. I ride the train in Chicago, Boston, New Jersey, New York and have never been to a station that doesn't allow cash and this makes me believe that there is no reason Metrolink can't continue to have the cash option /20/2016 Reloadable Payment Card w ill be great just that the fee w ill need to be low /reasonable /20/2016 new systems w ould be very difficult to use for people like my parents /20/2016 Tap card w ould be great, since the coaster in san diego is connected to the compass card /20/2016 It is against Federal Law to not accept US cash for all Debts public and private.! That is w hat money is for. 33

60 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/ /20/2016 I don't think it is fair for people w ho may not have a debit/credit card. Sounds like a lot of people w ho may be from a low er socioeconomic or financial bracket w ill be excluded. Also many tourists and one time riders could be excluded if they prefer to pay w ith cash. quite frequently, the ticket vending machine at the santa clarita station is unreliable - last time, it accepted cash, but not credit card! So, I have mixed feelings as w e w ill now be dependent on a machine that w orks w ith cash and not credit card /20/2016 Some people live day to day. If you w on't take cash, remember them /20/2016 If credit cards must be used how do you guarantee the card information cannot be compromised??? /20/2016 Waiting for Tap access on the mobile ticket option /20/ /20/2016 Yet another reason, along w ith the never ending lateness of your trains, as to w hy I can no longer use Metrolink. Your on time history has become unacceptable. get rid of that feature, they never take the bills and the dollar coin change is ridiculous, especially w hen you insert a $20 bill and get pounds of coins! Plus you reduce the incentive for bad people to try and steal from the machines, breaking them (i.e. Pomona North) /20/2016 Have rarely used cash anyhow /20/2016 It doesn't affect me as I never pay w ith cash /20/2016 Yes, you people assume everyone is up to date in technology and/or know ledgeable in these fancy iphones and gadgets. I prefer the old fashion w ay of purchasing w ith cash. I alw ays have it and it is readily available for me. I don't plan on going out of my w ay to buy a tap card, reload them, have issues w ith them on the machines that already have mechanical problems w hen they don't accept cards. I've seen it often w ith my friends. Nothing like pulling out a $10, or $20 bill to buy your ticket(s) /20/2016 Cash payment at the station is not safe /20/2016 I don't w ant to use my credit/debit card in the machines because of identity theft issues. It is completely w rong to take aw ay the option of using cash /20/2016 I am concerned for the customers w ho do not have bank accounts and w orry that limiting their access is damaging and discriminatory /20/2016 Why change? If the vending machines are operating properly, w hy ruin a good thing? /20/2016 Please keep the option to pay by Cash at a Metrolink ticket vending machine /20/2016 Not necessary, credit card or being able to print ticket at home w ould be best /20/2016 I w ant to know w hy train that suppose to stop at Norw alk / Santa Fe Station ALWAYS late to make it at 7:55 am stop, now the 7:44 am train w as change to 7:36 am time and it got to Norw alk at 7:50 am this pass Monday. and also, w hich moran thought of that should be fire w ith no pay. 34

61 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 Metrolink is not a viable w ay to commute to w ork. It takes longer and cost more than driving /20/ /20/ /20/2016 Usually i use the app, but sometimes cash is all I have. Most of the stations are not manned, w ould you really replace vending machines w ith people? If I'm running late or go at last minute, going to an off-site seller is not an option. Really though, to lose your cash option w ill mean a further loss of income for metro link. The current kiosks break dow n and can't take cards so often that if someone doesn't have cash they're just being w aved on. Imagine if they didn't even take cash? I do still see a lot of people use cash at the kiosks and the gas stations closest to my stops seem to have an endless supply of dollar coins w hich tells me theyre getting cash riders still. Although I use a credit/debit card for my ticket, the option for cash usage should still be made available for those w ho need it. Some older or disabled riders get confused using a card or don't have one and once they are at the station they are stuck w ith no other options but to try to figure out w hat to do. They need to rely on the help of other riders to explain how the machines w ork or spend time trying to w ork the machine. Very sad. I see it all the time. Seeing the vandalism that occurs at stations, removing the cash feature w ould remove one more incentive to vandalize the machines /20/2016 Seems to be restricting to passengers w ho don't use or have a card payment /20/2016 Even though I pay w ith a "corporate quick card", consideration to Students needs to be made, since on a norm they w ould be the most affected, as they may not have a credit/debit card /20/2016 That w ould be a disadvantage to those in the Antelope Valley area /20/2016 has no impact on my MetroLINK travel plans /20/2016 That's fine as long as the machines w ould accept credit cards /20/2016 Access to public transit needs to be as user friendly as possible. If you make it more difficult or more expensive to ride Metrolink, some people w on't use it!!!! /20/2016 As long as your system w ill take debt only cards I'm fine w ithout cash. Some " debit only cards" w ill not process if run as credit as some places do now, example are those using Plus System used by Federal Credit Unions /20/2016 I'm fine w ith not using cash, but I think the simplest solution w ould be to allow riders to add cash to their TAP card, w hich they probably already have, and there are plenty of machines setup to reload the cards by cash /20/2016 I alw ays use credit card /20/2016 Would love to see the option for Internet purchase, perhaps through PayPal or a payment system directly to Metrolink w ebsite /20/2016 Does not apply to me /20/2016 May limit options for first-time or occasional riders w ho do not have or do not w ish to use electronic forms of payment /20/ /20/2016 Again, an all credit system does not w ork for the entire ridership. Especially those w ho commuter cards from employers, that only allow a stipend to be placed on the card, on a monthly basis. Why is MetroLink so expensive? it's just as expensive as AmTrak. Are there any plans to low er the ridership fees?? /20/2016 Bad idea. Not everyone has access to other forms of payment /20/2016 The one time I used my debit card my account w as debited tw ice. When I alerted officials it w as a " sorry" response. I even had receipt to prove! Machines make mistakes, needs to be accountability w hen these mistakes happen. 35

62 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 This w ill create lost revenue due to people not purchasing tickets that do not have credit or debit cards. More so on the Antelope line /20/2016 There are a lot of older people that ride the Metrolink and it's really easy to buy their ticket in the vending machine. The same for myself. When I decide I w anna take the Metrolink I just get ready and go and pay in the vending machine /20/2016 The macines are poorley maintained and often do not w ork unless you DO pay cash. Another stupid idea fron the clueless "suits" at Metrolink /20/2016 I never use cash /20/2016 This is HIGHLY discriminatory tow ards immigrants and people in poverty w ho have limited access to non-cash modes of payment. The suggestion of implementing a payment mode w ith an additional fee is even more offensive /20/2016 There w ill be a lot of metrolink riders, especially the w eekend riders, w ill not be able to ride the train. Most of the w eekend riders I've noticed usually use cash /20/ /20/ /20/ /20/ /20/ /20/2016 I know on the AV line, most of the riders use cash. Although, I see so many w ith Access, don't know w hy, they ride bikes and there seems to be no reason for the "disability"! I am handicapped and old, w ear leg braces, they take up seats that are specified to be handicapped. There are times that I only have cash and not enough money in my Bank account, to use my debit card. Going to a different place, to use cash, is not a viable option. Many people use cash at the Metrolink station in San Bernadino as they do not have credit or debit cards I like having the cash option because sometimes the ticket vending machine doesn't read the credit/debit card. If the cash option w ere not available, it w ould be difficult for me to buy a ticket (under present circumstances). Why in the w orld w ould you eliminate the cash option. I believe there are a number of people that use public transit that do not have credit cards. Make the TVM's acutally w ork. 90% of the time they are inoperable and cannot read credit cards and can only take cash to w ork /20/ /20/ /20/2016 I live on a very tight budget. Tow ard the end of the month I am frequently dow n to cash only. I see others around me w ho have no access to alternative types of payment. If a card is lost, then w hat? When I put money on my bus TAP card that is all the money I have for transportation to appointments and shopping! I do not ow n a car...have no one to take me! This w ould take aw ay my means of attending events outside my TAP card limits! I know you are looking for w ays to save money. I Thank You for keeping fares so reasonable. But...the only w ord I can think of if you remove the cash option is...cruel!! You w ill take aw ay too much from too many! Please find another w ay to save. Charge me an extra 50cent each w ay. Will the funds on the proposed card be protected...expire?? Thanx for taking the time to read this. I appreciate the opportunity to be heard. I w ill try to attend the meeting, just to listen. Thanx again! Have a great day!!raf Sometimes the machines--for w hatever reason--w on't take my credit card, so I have to use a debit, or vice versa. Often it's easier to just use cash. I don't like the idea of the cash only at a ticket w indow option because I often come from LAX to Union Station (w ith luggage) and there may only be seconds to spare to catch the train. It w ould be faster to find an unused kiosk than w ait in line. Of all your alternative payment options, I like the prepaid card the best. I think it sends tw o messages: 1) We can't protect our machines (they've been broken into multiple times at Santa Clarita), and 2) We're going to make it more difficult to get tickets. 36

63 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/ /20/ /20/ /20/2016 Though I mainly use my credit/debit card to purchase passes, the process is not easy and I usually end up having to enter and re-enter my card several times before the card is read properly. I don't have these problems using cash. If Metrolink sw itches to a totally cashless system, improvements w ill need to be made to the machines so they more quickly read cards and that they're also easier to use. Please do not use pass by mail, it is too prone to being lost, delivered late, stolen. I never once used cash at the ticket vending machines in over 12 years of riding Metrolink. Cash is quicker than credit card on current machines for fares $6 and below (most of my trips). Reliability of current machines makes both cash and credit card options mandatory. If a cashless system is going to be the replacement, w ill the machines be serviced on a w eekly/monthly basis to ensure that there is no tampering w ith the credit machine for identity theft? If not, then I w ould go to a metrolink retail center instead /20/2016 I have only used cash w hen the machine balked at accepting cards /20/2016 I think it w ould be an inconvenience to some people w ho buy their tickets at the station and only had cash available /20/2016 Would not effect me since I use a debit card. Might deter thieves from stealing the Ontario ticket machine so maybe w e can get tw o machines again? /20/2016 Need to alooe cash for at leasr day and w eekend passes so that those w ho do not have bank cards w ould be able to buy passes on the go /20/2016 It's nice to have the cash option. I w onder how that w ould w ork though w ith folks that don't have a credit card /20/2016 since I only travel once a w eek, I w ish there w ere an option to buy a once-a-w eek monthly card /20/2016 People that pay w ith cash take w ay too long to buy a ticket. Sometimes I miss my train because of this /20/2016 Moved and not riding Metrolink anymore. Now riding Metro Blue Line to w ork daily /20/2016 It is important to me that people w ho do not have a card to use are able to ride the train conveniently, and at no extra charge /20/2016 not everyone has a debit or credit card-this w ould be a hardship for students /20/2016 If so, that sucks! /20/2016 Bad idea. Currency should alw ays be accepted as long as it is available. Reliability of computing devices is not 100% /20/2016 it doesnt affect me I dont use cash instead w ork on getting tap available on the app /20/2016 Yes I think its unfair to take aw ay the cash paying option. Not everyone has debit/credit cards /20/2016 Stupid /20/2016 Many people w ill stop riding if cash option is taken aw ay /20/2016 Please leave cash. Not everyone has a credit card/people like me don't like using credit card. You w ould be losing a customer for this /20/2016 I w ill stop riding if you remove my ability to pay w ith the only form of payment that is 100% guaranteed legal tender /20/2016 I w ould be ok w ith not having a cash option, How ever, I regularly see people at metrolink vending machines using cash only to buy their tickets. Many of the people often seem like cash w ould be their only w ay to pay. Should not shut out people that may not have other more modern means to pay for tickets. 37

64 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 Minor inconvenience, w ouldn't care /20/2016 I don't use cash, not applicable to me /20/2016 UNFAIR!NOT ALL HAVE CARDS PLUS THE RISK OF IDENTITY THEFT HORRIFIES ME! /20/2016 yes, w hy take the cash machines dow n? I do not ow n a smart phone so now w ay to dow nload app. I do not trust the machines by inserting my debit/credit card /20/2016 I'm going to have to find other transportation from Riverside to Oceanside 3-4 times a month if you remove ticket vending machines. I don't. Hv s bank account or credit card /20/2016 Offer 4-Day Pass and/or 5-Day Pass We have option to w ork 4 days only for a w eek /20/2016 I believe eliminating the cash option w ould hinder many of your customers ability to buy tickets /20/2016 I alw ays pay attention at Metrolink Ticket Window at Union Station every 25th of the Months /20/ /20/2016 Sometimes your ticket machines w ill NOT read the credit card but they w ill accept cash. So, paying by cash is sometimes necessary. The Metrolink app isn't a viable option because use can NOT use the ticket on the Metro, w hich almost all Metrolink riders use (this really needs to be fixed). So, if the machine w ill read the credit card, I have a problem. Not an issue for me, but I feel bad for those w ho have no c/c or debit card. They usually ask for rides to/from station or use the bus. It needs to be easier for them. Major grocery stores could sell, as they still need food and it w ould be 'one stop' /20/2016 As long you have other options to pay cash that are just as convenient as the vending unit /20/2016 not a problem /20/ /20/2016 Credit cash option on ticket vending machine isn't too reliable to use. Claremont station has one that keeps declining my card. I have to use cash to catch the train or don't go at all. Just put the machine w here the sun does not shine on it. Right now you can't even see w hat the screen says /20/2016 I frequently use cash so this not being an option w ould be problematic for me and many other users /20/ /20/ /20/ /20/2016 Do not currently use cash at the vending machines. But as someone w ho w aits in line to get their monthly passes, people w ho pay w ith cash tend to be the slow est in the line and often are least familiar w ith how to use the machines. Removing cash as an option w ould be a boon for other customers w ho use more efficient payment methods. Simi Valley station is not anyw here near a store to get change. I've seen people have problems w ith the current system. Please remember your payment system currently rejects many international guests credit card. This issue needs to be addressed If you stop taking cash I w ill stop using system. You have the money to continue to support cash payments. The w aste and greed in your organization is beyond corrupt. Waste w aste w aste 38

65 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/ /20/ /20/2016 Sometimes I don't have time to put money in my debit card until I get to school. Other times the vending machines w ould read my card. I already knew w hich machines at the locations I w ent to w ould. Not everyone has a card to use at the machine and it may be easier for them to use cash. At least have one machine that allow s the use of cash or make sure your ticket booth is open and functioning to collect cash from passengers. VERY BAD IDEA especially for one-time riders just trying to get to, say Union Station w ho don't have a credit/debit card. You w ould cut off a LOT of people from being able to use MetroLink /20/2016 It w ouldn't effect me as long as credit/debit w as an option /20/2016 Not a concern to me but you have WAY too few machines at Union Station (nearly missed my train several times) and they're also ridiculously slow /20/2016 I w ould NOT w ant this to keep people w ith no credit card from having easy access to train tickets /20/ /20/2016 Please keep cash machines /20/ /20/ /20/ /20/ /20/ /20/ /20/2016 bad idea Yes because I have tried to use my card and sometimes it doesn't w ork and it's just annoying and frustrating. Also I don't like using my card w here it can be phished. There are often students/teenagers and even some adults w ho ride w ho use cash at the vending machines. I think this w ould catch them off guard if they could no longer use cash as they are not w ell informed on w hat Metrolink policies are. Why w ould you consider taking the ticket machines aw ay and charge an additional fee to reload a card. The is somehow punitive to the community. Don't you already increase rates every year to begin? I dont see this as fair. TVM's have become obsolete. Some of them have even disappeared from stations, compromising the personal safety of the passengers. The mobile app has helped. but not everyone has a debit/credit card to buy their ticket. i think Metrolink needs to contract w ith certain vendors to provide an outlet to purchase tickets for those w ithout cards. You w ant to make this accessible to everyone to encourage them to keep riding Metrolink, not segment them out. I am so happy that I don't have to take the train anymore! By Carpooling w ith another Ex-Metrolink rider, it's really cheap and I'm home 3 hours more each day!!! yes..this w ill disenfranchise many people.. not everyone w ants to add more debt to their CCd and prefer to use cash. also I have had several occasions w ere the ccd reader w as "fussy" and not accepting.. so I use cash or w asn't getting a ticket.lately I use the app because I can.. not everyone has a smart phone. really need to keep cash option.. w ould you do this on a bus? of course not.. if you don't w ant to deal w ith giving change than spit out credit vouchers.. but removing the cash option w ill not grow ridership it may hurt it.. This is a huge problem at stations/times w hen a ticket w indow w ith a person is not available. I have been in situations w here repeatedly the card is spit out, not accepted until I miss the train. ONLY cash w orks sometimes. The vending machine only stations such as Oceanside are a huge problem...i have seen families w ith small children miss a train they w ere on time for because the machines don't w ork. 39

66 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/ /20/ /20/ /20/2016 No I think that's a great idea This proposed change is only for Metrolink's purposes, and disadvantages those of us w ho prefer cash, for purposes of avoidance of possible fraudulent use of electronic payment methods. This is a terrible idea. I'm heading to the train at 4:45 or 6:00 am and I'm not going to detour via a local merchant (that might not be open). At our station, the credit card reader fails about one time out of 10 because of poor maintenance (and perhaps because w e are so far from HQ). So sometimes I have to use cash because it's the only w ay to get on the train. Also, w hen I see people using cash it is first time riders w ho don't understand the system or don't ow n a credit card (but in any event w on't be on your mail list). This change w ill impact poor people w ho do not have a credit card. I w as taking the FlyAw ay Bus (credit card only) to LAX and a w oman w as in tears because she had no credit card and could not get on the bus even tho she could pay in cash /20/2016 How can you justify not accepting "currency of the realm"??? /20/ /20/ /20/2016 I see a number of riders every day pay w ith cash, a lot of occasional/daily passes. Removing the cash option w ould limit access for a lot of the non-commuter riders. As long as it w orks and is fast, it is good. Could be a hold up if chip cards take too long. Need to add more vending machines to account fo those that are out of service. I see many people w ho only use cash. I don't think it w ould be fair to take that aw ay from them. I see no problem in using cash. And not only w ill it decrease the users riding the metro but people could possibly go on the train w ithout tickets causing problems /20/2016 I've never used cash to buy my pass /20/ /20/2016 I think this is less important to monthly passholders like me and more relevant to students, tourists and occasional riders w ho might expect the ability to purchase single ride tickets w ith cash. I never use cash for the vending machines because I buy monthly passes for $170+. I do use cash for subw ays because of the small fare /20/2016 This w ould cause more inconvenience, and affect my decision to ride Metrolink /20/2016 Move everything to mobile apps and credit cards /20/2016 While I w ould w elcome more alternative payment options, I think it is foolish to completely remove a cash option. This w ould actually make riding Metrolink less convenient for both me an people I know /20/2016 w hy w ould you do that, i quit /20/2016 That w ill be a real inconvenience for some people. I think it should remain the same. Why is a change needed? /20/ /20/2016 THESE MACHINES AT THIS STATION ARE OFTEN INOPERABLE. IT IS SUCH A DISINCENTIVE TO USING THE METROLINK SYSTEM, TO FIND THAT AFTER PARKING MY CAR, WALKING THE 1/2 MILE DISTANCE FROM THE PARKING LOT TO THE PLATFORM, ONLY TO FIND THE VENDING MACHINE INOPERABLE - AND THUS WASTING MY TIME IN ATTEMPTING TO USE THE METROLINK SYSTEM. Yes it sucks! I think there is no reason to stop taking cash. Why do this to thousands of your riders w ho can only use cash. This is as inconvient as the airport bus 40

67 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 it w ill not affect me at all /20/ /20/2016 This is not specifically about cash, but more about the fact that Pomona North only has one ticket vending machine, w hich is ridiculous. My understanding is that after the last attempt to steal the eastern most machine, a decision w as made to not replace it. Why not put a cashless machine in its location and leave the current machine in place should the no-cash idea not be popular? there is a 1% of the population w ho do not ow n or have access to credit cards,how about at least one cash cow machine at all the metro stations,,,, /20/ /20/ /20/2016 Who has cash anymore? /20/2016 I strongly oppose removing cash payment options from ticket machines. If I can no longer pay in cash I w ill no longer ride Metrolink. I have 2 major concerns regarding this. First, this is unw ise from an economic standpoint. The move w ould disproportionately effect low -income individuals. Those low -income individuals may not have another form of payment, or another option for transportation, or time to spend seeking out other locations to buy a ticket w ith cash. I myself ride my bike for hours a day, before school and after w ork, sometimes catching the first and last trains of the day; removing the cash on location machines w ould be an onerous burden to overcome. Secondly, I have privacy and security issues. The prevalence of surveillance in our society is appalling, forcing riders to use traceable means of payment w ould only serve to w orsen that. Moreover, data breaches are also prevalent in our society, every purchase w ith a bank or credit card potentially compromises ones finances; in w hich case undue hardship befalls some of the most vulnerable in our society and it may take years to rectify. Sometimes I don't like to use my card because I'm already paying my bills using my debit or credit card account. For budget reasons, I prefer to have the option to use cash at the kiosks. The population that metrolink services shluld make metrolink reconsider making it cashless. Metrolink is cheaper than amtrak and w e do not w ant more fees to travel just because w e do not have cash. Low er income riders use metrolink...some do not even ow n a debit card and have everything on a cash basis. It w ould be an inconvienence not only for them but also everyday riders /20/2016 Just another Metrolink inconvenience! /20/2016 Make sure everyone is aw are. Flash a msg w hen using cash to w hen it w ill no longer be acceptable /20/2016 Some people object to debit/credit. Let them use cash /20/2016 This w ould be a severe problem for me, family and friends because w e all travel together /20/2016 It's ok /20/2016 Not apply - use credit card /20/2016 I think it is a bad mistake from the consumer's point of view /20/2016 I w ould really like to pay off my phone or be able to load a metro card off a paypal account /20/2016 It w ould not matter to me, but I have seen a lot of people using cash, especially w hen the machine w ouldn't accept their credit card. I often ran into that problem myself -- the machine w ould say the card w as unreadable. I found that if I rubbed the back of the card on my clothes the card w ould w ork, but many people w ouldn't try that and w ould be forced to use cash. Now that you can buy tickets on an app that makes things easier, though. 41

68 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 This is absurd. What about people w ho don't ow n a credit card? Think about it /20/2016 the current machines are fucking unreliable w ith credit cards /20/2016 I think it's a mistake, because many poor people do not have options other than cash, and they are the type to use public transportation. Therefore, you're telling many customers w ho ae in need of your services that they can't ride /20/2016 Since very expensive machines (that accept cash) are in place... w hy spend the money for another type of machine /20/2016 It is bad enough that Metrolink vendidng machines have long lines and often are out of service that now w e w ill not be able to use cash. I have seen lots of people having difficulties because they do not have a credit or debit card /20/2016 On-line /20/2016 I THINK YOU SHOULD KEEP THE VENDING MACHINES, A LOT OF PEOPLE PAY WITH CASH /20/2016 I think it's fine for me but for those that don't have debit cards, it w ould force them to get a pre-paid card w ith a monthly fee. Unfortunate for people w ho can't afford extra fees /20/2016 I have no issue w ith this. It makes sense given the geography involved /20/2016 I don't use cash /20/ /20/ /20/ /20/ /20/2016 I think it w ould be a bad idea to remove cash as an option at metro link TVMs because your card readers have been so unreliable, though this may change w ith new machines i think it should remain an option. give riders the option from Amtrak ticket agents. Sometimes cash is the only option. It w ould not be convenient for me to pay ONLY w ith ATM/Debit or Credit Card. No a problem for me. What I really w ant is to have MetroLink w ork w ith Metro so I can have my MetroLink ticket on my iphone and be able to use it on Metrolink and on Metro. Have never used cash, alw ays credit card. It w ould be great if Metrolink w ould accept LA Metro TAP cards. Sometimes the credit card method on the machines are out of order. In those instances, I use cash if it's for a day pass. That's the only time I use cash to pay /20/2016 It obvious could be a hardship to some w ho only use cash /20/ /20/2016 When the ticket is purchased for one-w ay, it must be used w ithin 3 hours. My trip w ith connections takes longer than 3 hours sometimes. If I have to buy one ticket and then another one at Union Station for the same trip, it costs more money--w hich isn't fair. If w e have to purchase the tickets ahead of time somew here else because w e can't pay cash at the Metrolink vending machine, it w ill cost me more money than buying it at the station once. This is totally w rong! You w ill make it more difficult for visitors, foreign and domestic that visit California and w ant to ride on Metrolink. It w ill also be more difficult for those that enjoy using Metrolink, but do not ride on it daily, just occasionally. Think about w hat the consequences w ill be to the quality of customer service for all passengers. 42

69 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 Not many people carry or pay w ith cash anymore, so it makes sense to not support cash purchases at Metrolink stations /20/2016 Although it may impact some individuals, I believe it w ould be a good move. The use of cash is really slow and holds up riders trying to catch a train /20/ /20/2016 The idea of reloadable cards is my #1 choice, follow ed by bank~credit/debit card. I feel these w ill be a lot safer and possibly reduce tempting acts of thefts. We live in a "never know w hen or w hat's going to happen" w orld, unfortunately. I w ant everyone to feel re-assured there are safer w ays to purchase their tickets from MetroLink. It is a nice option. Sometimes I buy a round trip and the machine had trouble w ith my card. If I can't use cash, I miss the train /20/2016 Doesn't bother me /20/2016 I prefer no change. Obviously, the proposed change is not for customer convenience. Cash is the universal medium of exchange and should not be eliminated. What is a person w ith no credit card going to do? /20/ /20/2016 I do not like this; I also w ish you w ould bring back the 10 trip discounted tickets. If vandalism is the issue, than just put the machines in the train cars. Even if only one train car had that w ould be fine. Just keep it consistent like "alw ays go to last car to stamp." I think it is bad idea. Many people do not have debit/credit cards. Plus, using my credit card to purchase a ticket costs me more - I have to pay interest on that purchase. I do not like using my debit card, because it is too easy to steal that information /20/2016 Never used cash at vending machine /20/ /20/2016 do it less hassle /20/2016 No problem I never use cash /20/ /20/ /20/2016 As long as the card readers w ork reliably I'm okay. If the card readers have as many issues as they do now an alternative payment method needs to be available. I w ould be very upset if the cash option w as removed. I ride Metrolink 2-4 times a w eek depending on my w ork schedule. I use cash often since cash is my preferred method of payment. Please don't remove the cash option, especially since the card readers are so difficult to use and have made me miss a train before. I have never missed a train w hen paying w ith cash. Cash is a good backup for w hen a machine isn't reading any credit or debit cards. A string of passengers had to use cash to buy their ticket because the card reader didn't function. I have doubts about security and hacking if I use my credit card or ATM card at the machines now. eliminating cash make it very inconvenient for me /20/2016 No problem to use a credit card /20/2016 No, it w orks fine for me. I w ould use my debit card because I don't usually carry much cash. 43

70 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate /20/2016 Inconvenient /20/ /20/2016 Open-Ended Response You are trying to solve a problem that does not exist. The San Clemente credit card machine is out of service more often than it is in service. Cash is actually more reliable. You are loosing ridership because fairs exceed the purchase of a brand new car. Trying to save a few buck by going cashless is further evidence of the poor leadership of Metrolink. You simply don't understand public transportation. The vending machine needs to be fixed at the Oceanside Station. 3 people in front of me, all tried to use their cards and it didn't w ork. Neither did mine /20/ /20/ /20/ /20/2016 If I can no longer pay in cash I w ill no longer ride Metrolink. I have 2 major concerns regarding this. First, this is unw ise from an economic standpoint. The move w ould disproportionately effect low - income individuals. Those low -income individuals may not have another form of payment, or another option for transportation, or time to spend seeking out other locations to buy a ticket w ith cash. I myself ride my bike for hours a day, before school and after w ork, sometimes catching the first and last trains of the day; removing the cash on location machines w ould be an onerous burden to overcome. Secondly, I have privacy and security issues. The prevalence of surveillance in our society is appalling, forcing riders to use traceable means of payment w ould only serve to w orsen that. Moreover, data breaches are also prevalent in our society, every purchase w ith a bank or credit card potentially compromises one's finances; in w hich case undue hardship befalls some of the most vulnerable in our society and it may take years to rectify. I don't like buying tickets on Line I prefer to buy at the train station w hat is I lose me cell phone and I don't replace my phone right aw ay and the conductor gives me a ticket and I w ould have to go to court it w ould be a big hassle I rather have a monthly pass ticket that I keep in my w allet Some machines don't w ork w hen using debit/credit card so need to go to a different location in order to use debit/credit card. For example, Norw alk takes my card about 40% of the time; Irvine takes it in one machine all the time and the other machine never takes it. Consistency w ould be appreciated. This w ill be an inconvenience to many people w ho do not have access to credit/debit cards, transportation to drive around to a retailer, and also to commuters w ith children. Being able to purchase tickets w ith cash at the machines outside is convenient for several reasons /20/2016 I have no bank card and I dont w ant to loose my job and im handicapped /20/2016 ok /20/ /20/ /20/ /20/2016 It w ouldn't inconvenience me necessarily, but I w orry about the people w ho use cash exclusively w ho tend to be low er income and therefore lack bank accounts. Metrolink doesn't generally serve that population but if they w ant to increase ridership they may w ant to leave that option open. Although, I'm sure they're balancing the costs of offering cash and collecting it as opposed to going credit/debit only. No. But it is ridiculous to stand in line at the most inopportune time, often barely making it to the train station ontime... Please, make tickets available for purchase online. The toll road usage (in Orange County) are easily accessed and paid for online. Please follow their excellent example and get out of the 20th century. can't understand w hy you feel the need to change the system. it is very easy to use now, is this to safe you money? w hat about the people? leave it like it is Not fair for riders w ho can't get a credit card. Some riders are living paycheck to paycheck and don't have bank accounts w ith debit cards. I get a voucher from the State of CA t w ork; how w ill that amount be deducted in a vending machine? 44

71 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 I have never used cash to purchase my Metrolink ticket /20/2016 No. Never use cash /20/ /20/2016 I think it is a bad idea /20/2016 I tried using cash once. It w as a hassle. The machine had trouble accepting my bills and change back w as in $1 coins. Those are such a pain. I see others having trouble using cash as w ell. It's a good idea to get rid of that form of payment. There w ere several occasions w hen I had to purchase one-day passes, the TVM couldn't read my credit card (even though it w as in a good condition), I had to use cash to pay for them /20/2016 as long as there is a vending machine w ith a credit/debit card, this w ill be fine /20/2016 it should remain as a option to have machines that take cash /20/2016 Dont like it but hey, also I ready dont mind the reloadable card if its a 1 time fee w hen purchase the card. thank you /20/2016 The big big big problem is that the ticket machine cc reader so often fails - then if I cannot use cash I am stuck up a creek w ith no paddle /20/2016 Don't take them out. I don't use my phone to buy stuff. If I don't have cash for something I don't buy it /20/ /20/ /20/ /20/2016 not a problem for me /20/ /20/2016 Very often I arrive from overseas, and do not have much time to purchase a ticket as there are so few trains during the day to Vincent Grade, after arriving at LAX then taking the FlyAw ay bus to Union Station then running w ith luggage for the next and often the last train. Cash is alw ays the best form of payment as long as the vending machines w ork. I w ould not use another form of payment specially if there w ill be additional fees. that's a ridiculous idea. You're making it harder to purchase a ticket. More people w ill ride for free since they know the machine w ill not take cash. Major inconvenience if I didn't have money available on my Debit/credit card, or TAP card. I don't like that I might have to pay extra to purchase a reloadable card. It's just another w ay for Metrolink to make money! Not good for some of us low er income people!! I think it is a great idea. I never use cash, and going to an ATM is a pain in the neck. Plus this may keep homeless and transient passengers from using metrolink w hich is a great plus /20/2016 It's not important to me. Thank you /20/2016 I w ould like to use cash to buy a gift card /20/2016 I think it is Stupid. I could not count how many times I tried to purchase my pass w ith a credi/debit and it could not read it. 45

72 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 Yes, before you are removing cash option at vending machine, please double make sure all the vending machines are in good condition w hile accepting credit cards! Because, the vending machine at Tustin Station alw ays threw some errors "not recognizing the card"!! This is very bad and gives hell lot of troubles! Please put yourself in our shoes...you w ent to vending machine to buy a ticket w ith credit card, and machine not accepting the card, even though the card is good and has enough credit etc., but purely due to mechinical/electronic problems at machine, and train is coming! What you are going to? Also please put some shades at vending machine, the poor screen is not at visible w hen sun is directly shining on to machine! /20/2016 Your w orthless TVMS do not properly read debut/ credit cards making it near impossible to pay by card currently. This has been ongoing for YEARS. You must be joking, you are going to remove cash fares w ith machines that balk, break, w on't process and that you have never been able to service. How much money are you w illing to lose monthly? You are in poor financial health as it is and you are contemplating alienating w hat remains of your ridership w ith a ridiculous idea like dispensing w ith cash. How do you expect those w ithout credit cards to pay you. Let me see if I can guess: Bit Coins /20/2016 Cash is a simple and w orkable option. I w ould be suspicious of its elimination /20/2016 It might not be suitable for seniors or other people w ho prefer to use cash, although it might speed up the lines. Make the tickets available online for booking, it w ill help shorten the lines too /20/2016 Why not use cash anymore? It's the easiest w ay to purchase the tickets /20/2016 Please note: Sometime the machines reject the credit card even though the card is good /20/ /20/ /20/ /20/2016 I have had problems w ith the TVM at the Irvine station. I recall several occasions w hen neither machine w ould accept any cards, credit or debit. The only option i had to buy a ticket w as w ith cash. if you take that option aw ay you are taking aw ay my ability to comply w ith metrolink rules on those days the machines are not reading cards. I often ride the Metro subw ay to and from Union Station, and that only w orks w ith the physical ticket w ith the embedded TAP chip. If Metro w ould accept the ticket purchases made from the metrolink ios app, you w ould provide another option that w ould make cash purchases at the TVM obsolete. Great idea. There's been times w hen the machine took my cash and didn't dispense a ticket. Had to buy w ith Debit card and ended up paying tw ice. I think this is ridiculous. Why w ould you not allow us to use cash??? There have been multiple times w here my debit card has not w orked on the Metrolink machine and I've missed my train because of it! I didn't have cash on me, but I w ish I did. Paying cash w ould have allow ed me to stay on schedule and take my train. I used Amtrak instead that day. You literally lost a customer that day. I take Metrolink because it is so much cheaper! Identify Theft is a huge concern as cards ID can be stolen so easily so I prefer paying cash at public vending machines. I only use a credit card at w ell know n businesses w here I frequently shop. 46

73 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 Go for it. Cash slow s dow n the process /20/2016 Paying cash slow s everyone dow n. Tw o w omen ahead of me in line paid by quarters. They put 80 quarters in the machine. That took them 5 minutes or longer. Other people use one dollar bills and the older bills many times do not go through the machine and the rider continues to try and put the bill in the machine multiple times. The machine keeps rejecting the bills and the rider insists on repeating the failed process. Using cash is an outdated, inefficient, time consuming w ay of paying. I have missed a train w aiting in line w ith just six people in front of me. I got in line 35 minutes before the scheduled train departure /20/2016 I feel that I w ould be disadvantage having to get a credit card to use /20/2016 disappointment. I think it w ould be foolish to eliminate cash as an option and it w on't solve any problems, it w ould create more. Most of the problems w ith the ticket machines are that they are slow, casual riders have a very hard time using them, and there are not enough machines. Locating the machines to the train cars makes more sense. People w ill no longer miss the train because they w ere w aiting in line to buy a ticket. I typically w ait in line around 10 minutes to by a ticket and the line is only 3-4 people long. Most people don't understand the machines or the fares. Most of the people w ho pay /20/2016 w ith cash are either tourists, immigrants, or poor. Removing cash as an option w ill probably reduce ridership /20/ /20/2016 N/A I am sure that your ridership w ould go dow n. As for myself, it w ould change a quick pleasant experience into a living hell by robbing me of time and ease of use. Many people w ould not use Metrolink because of the extra bank fees that might be imposed on their debit cards. It also puts a strain on the finances of many of the riders, since many of us already have limited resources /20/2016 it is very convenient to be able to pay in all modes of payment /20/ /20/2016 Although I have credit cards and personal checks, these payment options are ones I w ould w ant to use to purchase Metrolink tickets or passes. I DO NOT trust Metrolink to safeguard the personal data associated w ith my accounts. At the moment, the only realistic alternative to using cash is a TAP card. How ever, vending machines that accept cash to reload a TAP must be available. Metrolink might be trying to save operating expenses by eliminating vending machines, but it w ould do so at the expense of passengers w ho cannot afford or do not qualify for credit cards or bank accounts. Most Metrolink riders probably have better access to resources than the majority of riders on other local transit services (i.e. Metro, OCTA, etc.). By eliminating cash options, Metrolink w ill privilege one set of riders at the expense of others. Is that really a good w ay of encouraging greater ridership? There are mornings w here the machine does not read my card or my card w as disabled by the issuer w ithout telling me (fraud prevention) so I've used cash to buy a single trip ticket until it could be sorted out. Cash is a good backup. At least have cash avail at union station and if I have that problem again, allow me to ride and buy a ticket there. 47

74 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /20/2016 Can you add the machine inside the trains? There have been some occasions that they don't w ork and are too slow. Luckily I'm alw ays on time but is impossible to be early at all times to spend over 5 minutes in order to produce no a ticket /20/2016 Would be inconvenient for less for people w ho do not have credit or debit cards, or are w ithout a bank account /20/2016 Don't charge a fee for the use of alternatives /20/2016 Yes, more people are paying w ith the app than w ith the machines. No fees to maintain the machines but our fees w ent up /20/ /20/ /20/ /20/2016 I AM VERY MAD ABOUT THAT. DO THEY THINK THAT EVERYONE HAS A CREDIT CARD AT HAND? SOME OF US USE OUR TIPS OR CASH WE GET TOGETHER TO USE FOR THE TRAIN. ALSO THE MOBILE APP IS A RIP-OFF! I AM SO MAD HOW IF YOU BUY IT THROUGH THERE, THEN HOW AM I SUPPOSED TO CATCH THE BUSES? I NEED THE DISCOUNT TO GET TO WORK OR SEE FAMILY. DO THEY THINK THAT IF SOMEONE HAD THE BANK TO USE FANCY CREDIT CARDS AND NOT WORRY ABOUT BUS FEES, THEN THEY WOULD HAVE A CAR TO DRIVE THERE! I THOUGHT THAT METROLINK WAS SUPPOSED TO REDUCE TRAFFIC AND SAVE MONEY FROM BUYING GAS SO POOR PEOPLE LIKE US CAN USE THE PUBLIC TRANSIT TO GO TO WORK IN THE CITY. I alw ays use cash everyw here I go. I very much hate having to use my credit card or any other payment method w hen w anting to purchase something. I w ill only continue to use Metrolink trains if they accept cash. Metrolink ALREADY doesn't properly clean most of their CARD READERS! There needs to be a BACKUP system (e.g. Cash) that w ont inconvenience travelers to pay elsew here. Do it yesterday. Your ticket vending machines suck despite many complaints that I have filed w ith you guys /21/2016 I use cash all the time I have better cash and expense control than using credit/debit card /21/2016 While I understand the security issue of using cash...not all of us like using our bank card /21/2016 I w ill stop using your services if I am forced to go out of my w ay to buy a ticket w ith cash /21/2016 I alw ays try and pay w ith my atm card at the Camarillo station and I rarely can get it to w ork and end up using cash. There are only 2 machines, and usually one does not w ork. I've almost missed a train because of faulty machines and once w as going to be charged $28 instead of $6. Because of a faulty machine, I boarded the train, and w as not given the same price for a disabled person's ticket. Fixing the vending machines w ould be a good idea at our station. I've never had a problem purchasing a return ticket on my ATM card at the Glendale station /21/2016 Cashless machines discriminate against occasional users and low -income households /21/2016 Doesn't affect me personally, but I can see how it w ould be a problem for people w ithout credit cards /21/2016 I think it is a bad idea to limit payment options. Too often you are running for the train and if you have few er options to pay for your ticket, then it just makes life that much more difficult. And it makes you more likely to miss your train /21/ /21/ /21/2016 Riders should be given payment options, including paying cash and not limit their choices. If cash payment is eliminated, w ill the available options accept employer vouchers? VENDING MACHINES CAN BE VERY UNRELIABLE WHEN IT COMES TO READING DEBIT/CREDIT CARDS. YOU NEED A CASH FUNCTION IN THESE CASES Many times machines are not accepting debit or credit card. I guess in that situation riders should be accomodated. 48

75 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /21/2016 cash option should alw ays be an option /21/2016 Yes. It w ould inconvenience me w hen the app isn't available or I don't w ant to charge /21/2016 I think this might be a huge mistake. There are a large number of people w ithout access to credit or debit cards /21/2016 Eliminating cash option w ould be devastating to me and many others. It w ould make getting tickets much more difficult /21/2016 Eliminating the opportunity to purchase tickets w ith cash w ill stop me and friends from riding Metrolink. Buss takes cash on board /21/2016 I w ould be fine w ith it, but hopefully it w ill not affect people w ho do not have those other forms of payment /21/2016 Yes, I do not think it is fair, I have had my identity stolen 2 times. They say to use cash and now you say NO? /21/2016 I think it should stay as it is /21/2016 TAP cards w ould be good instead of the tickets. How ever w e should be able to load TAP cards at the TVMs /21/2016 Not a problem /21/2016 Cash is the legal form of tender for all goods, debts and services, public and private. In the United States you HAVE to accept cash as a payment option /21/2016 I dislike the idea of adding an extra step to retrieve a metrolink ticket (i.e. adding money to a card or going to a retailer for a ticket). Those of us w orking w ith limited funds don't have the means or time to stop somew here else to get a ticket w hile on the w ay to the train station. Adding an EBT payment option is very much helpful and is a tremendous idea /21/2016 Cash is my preferred payment. I don't use credit or debit cards /21/2016 Alternative must be convenient and online. Creating the mobile app to use and store points or make purchase w ould be great /21/2016 Metrolink should fix the card reader on ticket machine /21/2016 Some people don't ow n any cards that can be used for payment /21/ /21/2016 I w ill stop riding the train /21/2016 Seems very foolish to me! it w ould sure mess up a lot of people coming last min to buy tickets... I help 15 to 20 groups each time i'm at the station - trying to get them to the train but I rush to get myself on at last min and many people are left stranded - confused by machine... so I try & help /21/2016 Still prefer to keep the cash option available and add all the other payment options as w ell /21/2016 In a day and age w here Metrolink is struggling and the agency is trying to raise ridership by minor impact things that help, w hy do the one major thing to cut sales. Most people I see buying, use cash. What about the undocumented and the debt ridden, the money poor. How about people w ho's bank system has abandoned then and people w ith bad credit been disavow ed from the credit monarchs. You easily cut ridership by half /21/2016 TOO OFTEN VENDING MACHINE AT OCEANSIDE STATION REJECTS CREDIT CARD. 49

76 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /21/2016 I feel like it is w rong to not accept cash at the ticket machine. To buy a card somew here other than at the station is very inconvenient. To charge for the card is outrageous. A penalty for using U S Currency? Really? /21/2016 A lot of times the card readers don't w ork. And unless you're going to open w indow s at every station stop on each line then buying at a w indow is not going to w ork only at Union Station. But a w indow w ill be slow, the w ay the w indow at Union is right now. So I don't think I should miss my train because of changes like this. Cash goes in and I get my ticket easier than any other w ay of paying. You should be looking at more w ays to pay not less. I think this is a very bad idea for tw o reasons. 1. The card readers in the ticket vending machines aren't reliable. I often have to try more than one ticket vending machine before I can get one of them to read any of my credit cards (w hen I am going to buy a ticket at a machine, I bring more than one credit card and try more than one of them in the first machine before moving on to the second machine). Cash really needs to be available as a last resort option to pay at a ticket vending machine w hich isn't accepting any cards for w hatever reason (dirty reader?). Offering a reloadable card doesn't address the problem, because if the ticket vending machine's card reader is not w orking, it w on't read the reloadable card either. Selling tickets in retail outlets doesn't help much either, because passengers buying tickets at station ticket vending machines often don't get to the front of the line until a few minutes before the train, so w hen there is a problem w ith the machine, there isn't enough time to get to a retail outlet, buy a ticket there, and get back to the station before the train leaves. And, at some stations, the last train of the day leaves before 7 a.m., so retail outlets w on't even open until it's already too late. Finally, even w hen the machines are accepting cards, passengers w ill lie to the conductors, and say that they aren't accepting cards, so that they can ride for free. 2. Wealthier, w hite (Caucasian) persons usually have credit cards. Hispanics and /21/2016 African-Americans are more likely not to have any cards. So the plan to make everyone use cards of one type or another, and offer a card for an additional fee to those w ho don't have a credit card, w ould result in non-w hite passengers having to pay more (on average) than w hite passengers (because w hites are more likely to have credit cards and less likely to need to pay the extra fee to get the card you plan to offer) /21/2016 When the vending machine is not accepting Credit/Debit, (Broken) there is no w ay to buy a ticket /21/2016 It w ill reduce revenue for the already crippled train services. Make riding part of a certain elitism. Is that your goal? To make it harder for poorer less fortunate to ride metrolink? I'm w ealthy so this only annoys me because it's meant to keep those on buses...on buses. I thought the recent fare adjustments w ere to gain fares regardless of socio-economic but anyone w ith a brain w ill see this for w hat it is? I almost couldn't leave the train on a recent trip because the conductress (it suits her) didn't w ant homeless on the train. Huh? She didn't even know if they had tickets. I needed off and they left station santa ana w ithout letting my car out...to stop the homeless from getting on. If you remove cash as an option I w ill pay amtrak double fare and never ride metrolink again. I already limit my ridership. This is to reduce people w ith less money from possibly annoying the regular w orking ridership. I w ill try to attend in person to give more examples of harassment of people w ith less money. Are u gonna call it fiscally appropriate cause servicing the existing machines cost or some other bs. If this w as not clear or understood...know you w ill do w hat u w ill do but don't ask us to do a survey w hen you really are gauging the public. I hope enough see your move for w hat it is. I m never gonna need you guys and w ill pay amtrak rather than save w ith you. I'm going to tell every homeless person how to get your free promotional tickets and might even canvas your trains at my expense to show w hat you try and hide w hen it comes to your mission treatment of those that...appear lacking financially. You can't get me back but just imagine if the public has seen w hat I have and turns against your already struggling lines. Gonna be tough paying for the Perris expansions huh. And if you reading this is truly unaw are of how the poor are treated than just look and you w ill. The dishonesty surrounding this issue makes me sick. But people are stupid and like feeling elite. It makes so much sense w hen all u do is to increase ridership...you take aw ay the easiest payment method. Really? 50

77 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /21/2016 No longer being able to use cash at a ticket vending machine w ould disproportionately affect those w ho do not have access to other payment options. Please do not remove this payment option /21/2016 I never pay w ith cash, so no impact /21/2016 At the Fontana location an upgrade is needed for this location as this machine lighting is too dimed for the visual impaired as w ell as bigger push buttons. The machines at Oceanside and Union Stations are better equipped. Also, there are times credit cards are rejected so upgrade the acceptance of these above mention options for payment. In Fontana, Cardenas provides for the Omnitrans bus passes as w ell as Circle K so for those w ho are disabled this w ould benefit our needs as w ell as safety for other passengers /21/2016 If I cannot use cash to pay and let's say the machine w on't accept my credit cards, how am I supposed to pay especially say at Oceanside w here there is no ticket w indow? /21/2016 I THINK THAT IS THE STUPIDEST IDEA YOU HAVE EVER HAD ALONG WITH LETTING IDIOTS RIDE THE TRAIN FOR FREE BY NOT CHECKING TICKETS AND MAKING THEM EXIT THE TRAIN IF THEY DO NOT HAVE A TICKET. IDENTITY THEFT IS VERY EASY AT THE VENDING MACHINES IF YOU DO NOT USE CASH /21/2016 Not a bad idea. But w ould need to be replaced w ith TAP card for low income individuals /21/ /21/2016 I happen to be a lucky person w ho can have a credit card and also a debit card BUT I'm not aw are of w hat people w ho do not qualify for these cards w ould do if they couldn't use CASH!!! Please consider these people, I'm sure their are a lot that only use cash. What is w rong w ith cash and WHY w ould you charge someone a fee to buy your debit card, I know, to make money, w ell I don't think this is proper. There are people out there that CAN'T afford anymore FEES!!! Please think about the people. Like I said: I'm a lucky person and have done w ell so I can use credit/debit cards!!!! Yes, because w hen the machine does not take my credit card for some reason, then cash is my backup and that usually w orks. If I have the cash, I prefer not to charge my ticket. I like having the options of either using cash or card /21/2016 I like the idea of having cash payments as an option /21/2016 I like the idea about no longer being able to use cash at ticket vending machines. People w ho pay w ith cash at vending machines take too long w hen the machine is rejecting their bills or people are inserting coins one by one /21/2016 Cash must alw ays be accepted /21/2016 Need cash option to better manage my money /21/2016 Vending machines can be confusing. I've seen signs that say easy to use...for w hom. Usually, machines cannot replace real people w ho are able to solve problems and answ er questions! Especially, for seniors! /21/2016 I prefer to have the option to use cash because it gives me the flexibility /21/2016 I do not think Metrolink should remove cash. I like being able to pay for my ticket at a machine w ithout having a bill at the end of the month. Plus, sadly, Metrolink just shutdow n the inside area of my station in Claremont, so machine are all w e have left /21/2016 Accessible w ith other public transportations /21/2016 Prefer to use cash /21/2016 Less stress to be able to purchase passes and tickets With cash and or credit/debit card /21/2016 Yes. I w ant the option to pay for a ticket w ith cash as sometimes cash is the only resource available to me to purchase a ticket /21/2016 I need to use the cash option /21/2016 Corporate cards w ill need to be added to metrolink ticket buying app /21/2016 Don't take aw ay cash. People w ho take metro link need too and use cash /21/2016 No problem, I have never used cash /21/2016 I hardly have cash on me in the first place, so this change w ould be fine. 51

78 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /21/2016 It w ould speed up purchases as cash customers slow dow n the line /21/2016 If this is gonna happen, please make sure it w orks on all credit cards because I am having trouble w ith my chip card on some machines /21/2016 The ticket vending machines do not alw ays read the credit cards and the line starts to bottleneck. It can be a very frustrating situation /21/2016 I'm just a little confused as to w hy cash w ill no longer be accepted. It's not an outdated technology and its sometimes the only form of payment someone has /21/2016 I transfer to metro trains and buses please get mobile tickets w orking on metro tap machines /21/2016 I don't think cash is a problem w ith your machines. It's the actual machines that need updating. It's an old machine that takes FOREVER to print anything out and have miss several trains because not enough machines w here available at the time. At high frequency stops you w ould expect more than tw o machines to be available. Especially w ith all the space in the surrounding areas /21/2016 No objection, but for goodness' sake, can you make sure the card reader w orks reliably? Most annoying problem w ith the current machines /21/2016 I don't use cash to pay for my ticket and w on't /21/2016 I never have used cash, only credit so it doesn't affect me either w ay /21/2016 Vending machines should be kept available for the convience of riders that do not have the capabilities using the new technology that the people w ho make these decisions that DON"T ride the trains are trying to force upon the people that DO ride the trains /21/2016 You need to keep the cash option available. As is, the ticket vending machines break dow n often, only accept a certain amount of bills and don't allow you to use a combination method of card and cash. The cost of monthly passes is already high. To limit payment options and then offer an alternative card for a "small fee" is ridiculous and insulting. Now w e can only pay w ithout using cash and then be charged for this "convenience"? As is people ride for free w hen the machine is "broken." I cant imagine that changing w hen you limit their payment options. If anything, I think there should be more options for pass holders w ho are actually paying hundreds of dollars a month /21/2016 Some people are strictly cash only. They also have limited forms of transportation. If cash machines at the stations w ent aw ay, these riders w ould be unfairly targeted for not having alternative purchase methods or means of transportation /21/2016 Who uses cash? Lame question /21/2016 Who still uses cash /21/2016 There are people that don't like to use a credit card and you are forcing them to do it /21/2016 I think you're trying to solve a problem not existing. With the new app, the remaining users are mostly cash customers. Just replace the machines w ith w orking models. The number of free riders due to broken machines has more than paid for replacements long ago /21/2016 It w ould be great to eliminate the cash. At times cash users take to much time to make a purchase and have almost missed the train /21/2016 I strongly oppose it If you eliminate cash then you force me or other to pay extra for the "advantage" of being cashless. One has to pay for tap and prepaid debit cards, they are not free. If you machines are a problem, /21/2016 and they really are, then find a vendor w ho can build a safe reliable machine /21/2016 Never used cash /21/2016 I've never used cash to purchase a ticket. 52

79 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /21/2016 w hile it w ould not affect MY usage of metrolink, this move seems like it w ould disproportionately affect those in low er socio-economic classes and students i often see riding w ith me. although it may low er costs and overhead for metrolink, it appears to provide a disservice to customers. i also question the efficacy of this survey to determine w hether or not to go cashless (eg the group w ho w ould respond to this survey may not adequately reflect your actual ridership) /21/2016 Seems like it w ould strand people w ho don't have a banking account, or people w ho have lost their cards /21/2016 stupid - unless assured credit card w orks /21/2016 There are alot of students that take the train. They use cash. I think this w ould effect them /21/2016 Sometimes the vending machine w ill not accept my credit card, and the only alternative I have is to use cash /21/2016 Not everyone has a debit or credit card and not being able to use cash for those that do not do monthly passes w ould be a great inconvenience. I see people on a daily basis buying a one w ay ticket or tw o w ay daily ticket including family that uses the train once in a w hile. I believe you w ould lose riders /21/2016 Cash is convenient, but if tvm are going to be upgraded and w ork better, I'm w illing to give it a try /21/2016 It w ill limit your ridership. Not everyone has a credit card. High school students especially /21/2016 No longer using cash w ouldn't be an issue for me but removing vending machines at my station w ould cause added congestion and annoyance /21/2016 From my observations it w ill dissuade a lot of people from using metrolink especially for short rides /21/2016 Dont Remove Cash as an option Cash should still be an option because believe it or not - w hen the TVM's decide to act up and not read debit or credit cards (w hich happens often) cash is the only w ay to buy your ticket w ithout a hassle. You can't even count on being able to explain this to a train conductor because they only give you a free ride according to their ow n w hims. If sheriffs catch you then you have to pay an outrageous ticket w hen not having the proper fare is no fault of your ow n but because of an outdated machine. I can't say the same for someone that needs to buy a $260 monthly pass /21/2016 because honestly, w ho has $260 cash on them at any given moment - but Metrolink can better serve customers by installing new er machines like the TAP ones in Metro Rail. I don't know w hose idea it is to discontinue cash options for TVM's but it sounds classist and incredibly elitist /21/2016 I think short trip people that dont have cards or phones w ould not be able to ride. But if w ould not affect me /21/2016 I rarely use cash for anything /21/2016 Eliminating the cash option may elminate the accessibility for low er income homes to use the train /21/2016 I think it's a bad idea. You might w ant to try cutting cost in other w ays /21/2016 I only use cash I have had identity theft that is w hy I only handle w ith cash /21/2016 I think that cash should still be an option. What if my son, w ho does not have a credit card, w ants to take the train? There are people w ho take the Angel train that do not have credit cards and may not know that they could possibly purchase a ticket at a retail establishment (if this w as an option). Do you really w ant to make it even more difficult for people to ride Metrolink? San Diego-Coaster seems to have a ticket machine that w orks /21/2016 I am all for removing the cash option. The New Metrolink app is aw esome and I love that it w as created /21/2016 I usually try to use a credit card to buy my tickets at the Glendale vending machine but had to use cash numerous times since the beginning of the year because the machine didn't recognize my card. It has happened to plenty other people as w ell and became a problem as not everybody had cash on them to buy their ticket. I am fine w ith vending machines not accepting cash anymore but if so, they must be updated to make sure that card readers function correctly /21/2016 Bad idea. Alw ays have a cash option. There is nothing w rong w ith the current machines. Put money into having late evening trains from OC to San Bernardino so that I can ride muliple days every w eek. Scheduling is an abomination folks! 53

80 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /21/2016 Get ticket vending machines that w ork w ith credit cards or get the app to be able to transfer to the subw ay. It's been an issue at my station but no one w ants to report it because it falls on deaf ears /21/2016 No. I buy through mobile app and it w orks great. My only concern is no backup in case I forget my phone or my phone goes dow n. We need paper backup or ipad app for backup /21/2016 I think it's stupid /21/2016 I think removing cash payment excludes a lot of passengers from being able to/w anting to ride Metrolink /21/2016 I have bought a Metrolink ticket using cash 2 or 3 times, and though I typically utilize a card it is nice to have the option to use cash (especially if I've left my w allet at home and have to use cash to buy my ticket, w hich is not often, but has happened) /21/2016 I feel that eliminating cash as a payment option w ould have a negative consequence for many riders. Cash is extremely convenient especially for paying for one day trips. I fail to see the reasoning for eliminating such a universally accepted payment method /21/2016 Metrolink should use a Tap card (like the buses) and be able to Tap for the ride they use and not have to buy a 7 day ticket and lose the days you don't use /21/2016 It w ill be hard for the ones that don't have a debt card or credit card /21/2016 I think it's a bad idea. I w ould rather use cash. It's easier, faster, and I don't have to w orry about receipts w ith partial credit card numbers /21/2016 Why w ould you w ant to limit how people can pay to ride? Unless you have a sound business reason to limit how to pay for a ticket ride, you should not limit w ho/how to pay - not everyone has credit cards /21/2016 Prefer paperless on Mobil App but since metro rail is included in metrolink ticket you must get Mobil app ticket to w ork on metro rail turnstiles /21/ /21/2016 When I first saw this survey I really saw no issues w ith removing the cash component from ticket machines as I alw ays use either the app or purchase my ticket using a debit or credit card. And then this morning, as I'm rushing out of my house, I forgot my phone and w allet. As I get to the Metrolink station, I am still able to purchase a 1-day ticket w ith the cash that I had inside of my purse. Now, of course, this w ill probably happen to me only tw ice a year (if I'm lucky) so it came in handy. If I didn't have the option to pay cash, I w ould have probably been a non fare paying passenger today. This w ill disadvantage those w ho do not have access to other forms of payment, or have limited mobility to get to another location. This is most often the case w ith new or very infrequent riders (limited English, low er income, disabled). If cash-only is no longer an option at vending machines, there should be the option to obtain a voucher and the person should be instructed to speak w ith the conductor for further instructions. And allow ed to ride to Union Station w here they w ould be required to buy ticket. There might be some people w ho w ould take advantage but I think this w ould be minimal and is w orth making sure that all people have access to using Metrolink /21/2016 I think that is a terrible idea. Kids and poor people ride the Metrolink and they don't have other options /21/2016 BIG signs should be up at stations stating that tickets are not sold aboard the train /21/2016 Won't be convenient for me /21/2016 Great idea, moving ahead, into the future of commerce and transportation /21/2016 I w ould like to buy my tickets on mobile phone and have the phone scanned. I do not w ant to have to deal w ith paper tickets /21/2016 Cash or not cash, the ticket machines at Upland are not reliable. I ride every w eek and I see the machine not functional at least once every tw o w eeks /21/2016 I don't care about cash, how ever it w ill affect those that are just traveling for a visit into LA on occasion. The vending machines STILL need to be available. I don't w ant to use a smart phone, etc for this /21/2016 The machines do not accept transit vouchers; therefore, I need to physically go to a Metrolink ticket w indow to purchase my ticket. Please allow the option to purchase tickets w ith a transit voucher and credit card w ith these new proposed machines. 54

81 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /21/2016 Excluding cash w ould discriminate those w ho do not have a credit card or have cash only paying jobs. This w ould likely impact minorities, w ho depend on public transportation. Not allow ing for a cash form of payment w ould in the end reduce Metrolink ridership. This w ould result in an increase of traffic congestion, reducing overall economic activity /21/2016 I think you are cutting out a BIG group of riders w ho cannot legally have a bank account &don ot have ATM cards. They w ill probably take their chances and ride w ithout paying-you are not giving them a choice /21/2016 For me - no problem. How ever, at Oxnard many people pay w ith cash at the vending machine /21/2016 It is a good idea to go cashless and it is less dangereous /21/2016 It w ould be a nice option, but if it's causing problems on your end, then it's ok to drop the cash option /21/2016 I use cards occasionally to purchase my pass. Many times, how ever, the card function doesn't w ork /21/2016 Would not cause me a moments concern /21/2016 Don't do it! it w orks the best and is the fastest!!! please don't ruin it for us!! /21/2016 Don't really like the idea /21/2016 I do not like using credit card especially at a places like Union Station. It is easier to give cash w ithout giving you card to every places. Being a Senior is important to me to use cash /21/2016 Sometimes cash is all I catry but a lot of the times the machines are out of order /21/2016 Please don't do this /21/2016 Given the increasing percentage of the LA population that does not bank w ith a traditional bank, this move seems counterintuitive /21/2016 I am an advocate for people w ith disabilities and this w ill hurt many on SSI w ho don't have Access Cards and w ho don't have anything but cash /21/2016 I think cash should still be an option by being able to pay at a Metrolink ticket w indow or for stations that have an amtrak station as w ell have an agent there also /21/2016 I've never used cash form of payment /21/2016 Metrolink needs to improve its APP so it can be dow nloadable to all smartphones. Currently I have Samsung Note but the Metrolink APP is not designed for my phone. I am unable to use the APP to purchase my tickets /21/2016 Ticketing machines need more frequent maintenance for the magnetic strip reader, especially at the Rancho Cucamonga location. Several times I have had to use cash, or have even driven to the Montclair or Claremont stations if the credit card reader did not w ork or if I did not have cash /21/2016 I never use cash to purchase my ticket so it doesn't affect me /21/2016 I only use credit card; never cash /21/2016 Possible problems w ith fraud at ticket machines w ith someone tampering to steal credit card numbers /21/2016 This is not really convenient!!! Why take aw ay the ability to use cash??! /22/2016 I can't believe you w ould even consider taking the cash option out of the machine! /22/2016 The machines need to be easier to read; Keep the glass clean for people w ho w ear glasses. The cash part doesn't bother me /22/2016 Not everyone has access to electronic forms of payment, including debit or credit cards. By eliminating this form of payment, you w ill be alienating people w ho w ould otherw ise w ant to use your services and can pay for them. 55

82 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /22/2016 I see many students paying w ith cash, this may be their only option /22/2016 I haven't used cash to buy a metro link ticket in at least the last 6 years. This w ould not affect me at all /22/ /22/ /22/2016 I think stopping the cash at vending machine is a bad idea. As I used to be one, I know some people may not have a debit/credit card and to go to a store to buy a ticket at a store may be very inconvenient. for some people, cash may be the only w ay they have to pay for their ticket. I w ould suggest let them purchase a ticket on board w ith cash if you no longer w ant cash in your machines. When I get on at Tustin, there is a 50/50 chance the machine w ill not accept my credit card. Thus having me resort to using cash. I absolutely no w ay support this hideous change that you are proposing. You cannot get rid of the cash option. Also I am not using the app, because I connect onw ards on the metro line. So I w ill continue paying at machines because that ticket w ill allow me to use the metro for free. Unless you upgrade the App to make it compatible w ith metro, then no I w ill not support this change. It is ludicrous. It w ill not affect me, but I feel that it can affect other people w ho may not have a credit/debit or a transit card. I suspect this may tend to include low -income people more often than not. In short, I w orry that cashless ticket vending machines could affect low -income people disproportionately /22/2016 I do not use cash at the machine /22/2016 This option benefits Metrolink execs and not the riders. Without the riders, there is no Metrolink /22/2016 Not good for those w ho do not have a debit card like the disabled w ith a rep payee. Can only pay w ith cash /22/2016 Very bad idea. Cash should still be accepted given the public nature of Metrolink /22/2016 I w ould just drive. I don't take the train all the much, maybe a few times a month /22/2016 This is ridiculous. Just have staffed booths at every station instead of those machines (w hich barely w ork anyw ay) /22/2016 If I can't use cash, I w ill no longer be a Metrolink rider /22/2016 I am a foreign resident w ho occasionally visits Los Angeles and uses Metrolink. Your existing TMVs do not accept foreign credit cards; at least they do not accept mine. I therefore use cash to buy tickets. I w ould be inconvenienced if your TVMs go cashless but continue not to accept foreign credit cards. LA Metro (subw ay) TVMs do accept my credit card, so it should be possible to make your machines do so too /22/2016 Bad proposal /22/2016 Please keep the cash option available at the ticket vending machine. This is another viable form of payment. Not all Metrolink passengers have debit/credit card /22/2016 It can be inconvenient for times w hen the machines stop w orking or someone happens to not have other methods of payment available. The usual method of w orking around it is by paying w ith cash, and that w ould no longer be available /22/2016 Just don't make smart phones the only other option. Not everyone has one!!!! /22/2016 Don't like that you are taking aw ay the cash options and requiring extra fee for reloadable payment card /22/2016 Yes, those machines don't alw ays allow you to purchase w ith a card. Sometimes the reader isn't w orking. Please don't remove the cash option. It is convenient and safer /22/2016 No, I don't use cash anyw ay /22/2016 It seems redundant for those w ho have no other option except cash. For example, w hen using the "reloadable payment card" option mentioned above, how are they going to reload the card? With cash of course! Which is w hy it seems so cumbersome to have to change the cash payment process that's been available /22/2016 Please don't remove cash option. It w ould make it very inconvenient for me to commute. 56

83 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /22/2016 I like the availability of paying cash /22/2016 currently do not use cash and do not plan to do so /22/2016 I do think that it does a disservice to consumers to eliminate the cash option. I am mainly a credit card user, but I have the privilege of having access to credit cards. Many Angelenos may not have that same access, and cash is their only option. If you eliminate the cash option, you also create a barrier for those w ith only that option. I'm all for creating new w ays to purchase your fare (ie: online, or w ith an app), but don't disenfranchise those w ho are some of your most loyal customers by removing their ability to pay w ith cash /22/2016 I do not have debit card, so I w ould need option that includes credit. I w ould consider a reloadable card but not if there is a service charge /22/2016 I w ould probably drive to my destination because I do not ever w ish to use a debit/credit card. I like to re-load my tap card w ith cash only at the vending machine /22/2016 I w ould like to use cash at the ticket vending machine, if I am on vacation and only need a 7 day pass or a day pass /22/2016 I believe it limits options and can be used to as a method of surveilance /22/2016 It is safer not to use cash /23/2016 In a financial pinch (no money in ATM card; credit maxed or no credit card at all), often one can get CASH from friends or family, and that my be the only w ay to purchase a ticket. If no cash at TVM, then it must be at retail place like a Starbucks that are EVERYWHERE and close to everything. That w ould be a decent alternative place to purchase cash tix /23/2016 Too bad for those w ho don't have credit/debit cards /23/2016 Yes it w ould be very inconvient to many people. Especially those w ith little access or trust in using solely credit/debit cards. While there should be more options to pay, removing the cash option is a bad idea. I alw ays use the cash option at a metrolink ticket machine and the few times i have tried to use debit the machine doesnt w ork /23/2016 not everyone has debit/card availability and pre-paid cards have additional fees /23/2016 I only use cash and it w ould be great inconvenience not to able to pay w ith cash at station. So much so, that I may just stop taking Metrolink. It is a stress reliever not a time saver and w ith gas prices the w ay they are right now the cost is about the same. So I w ould just have to start driving, although I w ould not like it. Don't have or use ATM Debit or Credit cards /23/2016 You need to have all forms of payment available at the vending machines just as you have now. I know for a fact Not everyone have cc /23/2016 I use the mobile app so this does not affect me /23/2016 As a suggestion I w ould like to use my monthly ticket on the my iphone and be able to tap on the subw ay or if police stop me to check my ticket can be able to show prove of payment w ith my phone and they know that this is a new w ay of payment same as the Bus sometimes they don't know that this exist /23/2016 I hope that cash is not discontinued /23/2016 Not everyone has a form of credit card or a checking account. Cash should be accepted everyw here /23/2016 w ould keep thieves thinking about people carrying cash /23/2016 No although I have no strong feelings one w ay or the other /23/2016 I believe limiting a person ability to pay w ill limit ridership of legitimate riders and promote riding w ithout a ticket /23/2016 No, except current machines are VERY hard to read due to old glass on the display 57

84 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /23/2016 I hope the new machines are not as confusing as the current ones are. The last time w e used it my w ife lost her fare and metro link only gave us a month to use it. A fare should not have such a short time. It should be unlimited /23/2016 I think that cash should still be an option, either at the Metrolink station and/or at a retail location, w hich is near the station and near someone's home. It w ould help ease the lines at the Metrolink stations if there w ere other places to pay in cash for a ticket. In addition, if someone lost his/her debit/credit card or phone that has a special ticket app, then he/she w ould appreciate being able to pay in cash /24/2016 yes some riders may not have a debit card or cash on bank /24/2016 Sometimes I need to get to w ork and don't have the money in the bank to cover the ticket. A convenient cash option is completely necessary. Please don't complicate my commute by forcing me to w ait in line at a local business, and risk missing my train all because I live paycheck to paycheck /24/2016 I think it w ould an inconvenience /24/2016 I'm very upset /24/2016 cash is the back up if my card doesn't w ork or if my credit card is destroyed or lost. if you no longer offer this, I have no backup /24/2016 Not good /24/2016 Please add apple pay and tap to pay /24/2016 The ticket machine reliably accepts cash, unlike my credit card /24/2016 Cash is more practial do not remove it /24/2016 Why are you considering change? /24/2016 What about tourist or young adults w ithout credit/debit cards? Lines w ould be too long at Window s compared to the availability of a vending machine. I recently visited DC and used their metro system w ith cash. The machine w ould not accept my card. I w ould have been out of luck w ithout being able to use cash. Speaking of DC w hy not have the use of the tap cards w hen exiting the turnstiles. I see people cheat the system all of the time /24/2016 w ish to continue paying cash it w ould be very hard any other w ay /25/2016 Fabulous! The vending machine lines are too long, no one can see the screen and there is no one around to help these people. Use the app and advertise it or for those that don't have a smart phone or use one let them go to am track to buy theor ticket. Peole are so lost at Fullerton /25/2016 I think it's a good idea but they shouldn't charge an extra fee to get a reloadable card /25/2016 online payments /25/2016 It w ould be a good idea only if alternative forms of payment is consistently reliable. At times, the card reader on the current TMVs w ear out, in w hich case w e are forced to use cash for payment /25/2016 I think that there are a lot of people, especially students w ho don't have or cannot get a credit card. It seems silly for people riding short distances (less than $20) to use a credit card to pay for their ticket. I have friends w ho just prefer to use cash to pay for things rather than credit. These are people w ho make good money and have credit cards. It seems silly to take aw ay the cash option /25/2016 Well I definitely don't w ant to pay extra for a reloadable card..how dumb is that /25/2016 I hope it w ill help speed up the lines. But please make it really clear w hich w ay to insert a credit card /25/2016 I think cash is still being used and necessary. Problems may arise such as identity theft w hen using card. Also, it is not fair to charge an extra fee if one w ere to use a reloadable card. Those fees can add up in the long run. That money could go tow ards a future trip instead of fees. 58

85 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /25/2016 it is a disadvantage for foreign tourists as w ell as low income people and some minorities. Why create hardships? /25/2016 No longer being able to use cash at a ticket vending machine w ould not be an issue for me /25/2016 Not good for people w ho can not use credit cards and for people w ho only use cash /25/2016 This is a terrible idea. You're just making it harder for the people w ho need to be public transit the most. You have other problems to deal w ith before fixing a problem that doesn't exist /26/ /26/2016 I think removing a cash option for payment at ticket vending machines is a really bad idea. I know that this proposal is based on the premise that the existing ticket machines w ill be replaced, but I w ill say that the ticket machines I use on my trips are regularly broken in some w ay. I feel like taking aw ay a payment option is taking aw ay a backup plan for people trying to catch a train in a hurry, even if w e are assuming that these tickets machine that don't take cash are w orking flaw lessly. I have a credit card and use it as payment often w hen I ride the train. How ever, the vast majority of riders I see at ticket machines at Claremont, Pomona North, San Bernardino, and Upland places I visit regularly on the train are exclusively using cash to buy tickets. I think eliminating a cash option altogether w ould be hugely detrimental to a large portion of riders, many of w hom have no other timely option for travel to far-flung places like the Inland Empire besides the Metrolink. Judging from the possible payment options put forth in this survey, it seems like cash-payers' option w ould go to a "retail outlet" near the station, w hich is a pretty crummy option considering the myriad options offered to people w ith credit cards. I know this w asn't an option in the survey, but I think it w ould be much easier and make more sense to remove the credit card option from ticket vending machines, since that function is often broken anyw ay. People paying w ith credit cards or other card-type payments can already buy tickets online via an app, and they should be strongly encouraged to do so. The vending machines don't w ork often enough that frankly I w ould rather not use them at all and buy a ticket online, using digital tickets on my phone /26/2016 My response to Metrolink is ABSOLUTELY NOT!!! /26/2016 Cash is w hat w e use on a daily basis. Please don't do aw ay w ith that option /26/2016 No problem w ith it as long as machines w ork /26/2016 having to pay an additional fee to use a transit card /26/2016 If I can't use cash, I may just take the chance and not buy a ticket at all /26/2016 I w ould rather they be available on line, but if you must keep the Kiosks, fix the card readers; you have to sw ipe your card multiple times. And, even if it does finally read your card, the line behind you is getting longer by the sw ipe. You folks must get into the 21st century sooner or later; I hope its not the 22nd century before you get into the 21st century /26/2016 I support it, but I w ould make sure that there are retail ticket vendors located nearby. Partner w ith local convenience stores that are w alking distance from a station. This is also a w onderful opportunity to open up stations to independent vendors (like coffee carts) that could also do ticket sales /26/2016 sometimes I guess you could forget your car and some people might be only able to handle cash transactions thinking of everyone else you know /26/2016 Sometimes the machine is broken or it is very slow. Can you please consider the other w ays to purchase a ticket so it is more convenient /27/2016 It w ill be hard for someone w ho does not carry credit or debit card if cash is not an option /27/2016 You need to quit thinking about 'Metrolink' and think about the ones w ho do not have a any type of plastic cards or a fancy expensive phone. There are still people out there that cash their checks and that is all they have. I w ish everyone w ould 'QUIT' forcing someone to make a change in their life just to please you. For once think about the consumer and not yourself /27/2016 Make sure the credit card part WORKS. There have been times in w hich I've HAD to use cash because I couldn't get my card to w ork. 59

86 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate /27/2016 Go for it! Open-Ended Response /27/2016 Low er the fares!!! /27/2016 I don't like having to use credit cards on vending machines. Thieves can easily steal credit card information w hile the customer has no clue their info is being stolen /27/2016 Why are they taking out the cash system? /27/2016 I prefer cash and avoiding the potential for my card information being stolen in a data breach /27/2016 I never use cash to buy tickets. Before the mobile app I alw ays used my credit/debit card at the vending machine. Being able to not w orry about standing in line to buy a ticket because I can use the app has been such a relief. I love the mobile app! /27/2016 it w ould be VERY inconvenient to no longer be able to use cash. I do not use credit or debit cards. I w ant to buy my ticket w ith my ow n money, cash /27/2016 Important to be able to buy chip-enabled tickets for Metro turnstiles, and Fly-Aw ay bus tickets w ith cash /28/2016 It's more convenient for those w ho only have cash to be able to purchase a ticket. Please do not take the convenience of paying w ith cash /28/2016 It may be difficult for those w ho do not ow n debit/credit cards or traveling from a different country to purchase their tickets. Some people only have enough cash to purchase their one w ay tickets /28/2016 Sounds inconvenient. I w ould like the reloadable card option depending on the additional fee /28/2016 Seems to me that'd be a huge obstacle for a lot of the w eekend riders, especially. You're likely to end up w ith more fare evasions than you'll be able to handle, w hile simultaneously decreasing ridership overall /28/2016 I only use cash. I don't like credit cards /28/2016 This seems like a very poorly thought out idea - just like not insuring that every rider has a ticket. The inability to use cash may prohibit may low income riders - like seniors, and the disabled from using the train as they may not have credit or debit cards. It may also be inconvenient to get to a ticket w indow to use cash. I w ould assume you have vigorously checked to see w hat currency other metro trains use for ticket purchases. I have used Metro systems in many other cities and none of them have been cashless! /28/2016 The card machine is frequently extremely slow and on busy mornings it's quicker to pay by cash. If you remove the cash option I can guarantee people w ill either start using alternative transport or just stop buying tickets all together. Please don't forget younger people don't even have credit or debit cards so I don't know how you'd expect them to pay, unless you intend to make it free for them /28/2016 Anything other than getting the ticket paying cash at the platform w ould be too cumbersome /28/2016 It's alw ays good to be able to pay w ith cash /28/ /28/2016 I think there should be only one Transit Card system for So. Cal. (like TAP card) and it should be sold everyw here w ith prepaid VISA/MS logo and can be used everyw here and be refillable even at ATM machines. Even better w hy not use the UBER system on mobile machine for every transit system. I have had to help many confused and anxious riders in recent years at the ticket kiosks w hen making my ow n purchases. Typically they speak limited English, are disabled, are elderly are from out of tow n and do not operate in the smartphone w orld. Please do not shove these people aside as you update your plan. A lot of people in our communities live mostly in a cash economy. Since you are providing no actual staff at the station w indow, their accessibility is diminished. If you go to no cash, you w ill need to provide staff for assistance as is done on the Metro subw ays /29/2016 I never use cash to purchase my ticket. The change w ould not affect me. 60

87 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /29/2016 the cash is not my issue. the old machines are /31/2016 I seldom carry or use cash for any transactions at all. 90% or more of all my purchases are credit/debit including my monthly pass /01/2016 I think eliminating the cash function impacts the poor and riders w ho only ride sometimes. Also, credit card and TAP transactions require an extra fee, w hich increases the price of travel /01/2016 I w ill not be able to ride the train because I pay cash for everything /01/ /02/2016 I can see w hy the change, but some people still have no accounts w ith cards, kids the elderly, others. Otherw ise I can go either w ay. I plan my trips out ahead of time and make sure my cash is ready. If the vending machines didn't take it, it could definitely be considered an inconvenience. I have three kids and if there is not a physical metrolink person at the w indow to buy cash tickets from if the machine doesn't accept cash, I w ould have a major issue. I may not even be able to board the train. I know the machines have had cash issues, but if they alw ays have a person at the station all train hours, to load a reloadable card at a station w here no cash is accepted in the machine, that could be a problem solver. Instead of just having another machine to reload a card w ith cash in your face, just so you can go back to the other machine just to put thag reloadable card jn and make another purchase. The train w ill not w it usually, they w ill leave there is no w ay to w alk around and do al that w hile train is w aiting if having issues and there goes the trip. Not a good outcome. I w ould like to use cash at a vending machine. If not, how w ould I even reload a TAP or hypothetical Metrolink rechargable card? /02/2016 I'm okay w ith that, I use my credit card all the time anyw ay /02/2016 Using cash is just so much more convenient for me. I like to use my credit card as little as possible due to security issues and it's especially annoying to be compelled to use it for such a small amount as a Metrolink ticket. You'd really have to expand the outlets w here I could buy tickets for it not to affect my choice to use the train to travel /02/2016 Any thing you can do to speed up those terrible vending machines w ould be greatly appreciated /03/2016 It's very hard to obtain a credit card so cash is alw ays a good option to buy tickets /03/2016 Think is better idea, can't be robbed at evening getting ticket. Nor can people break into machines take money /04/2016 Using cash is useful. Most Metrolink ticket machines are slow or don't w ork w hen using a credit card /04/2016 No. I dont use cash at ticket machine but please note that those machines are very slow and old /04/2016 Yes /04/2016 I think cash should remain an option. There are still people w ho prefer to use cash for their purchases /04/2016 It w ould be a great disservice to the riders. Not everyone has a card or account of some kind /04/2016 It w ould cause me to limit my use of Metrolink as I prefer to pay all my expense by cash /04/2016 Please keep the vending machine or let us buy add on debit cards /04/2016 You should not limit individual freedoms /04/2016 No. I never use cash at the vending machines /04/2016 It w ill cause me hardship and inconvenience. I don't have a credit card and I ask my hubby for cash to purchase ticket w hen I ran out of funds in my debit card /04/2016 It w ould be stupid to remove the cash option. I see people using cash and coins every day at the TVMs /04/2016 It w ould not affect me /04/2016 This option should not be eliminated as many times cash is the ONLY option and a person should not be refused w hen using the basis of our monetary system. 61

88 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /04/2016 I think this w ould be a good idea. I've seen machines knocked over, I assume, to steal the money. Could be from frustration of it not w orking though /04/2016 The app is great /04/2016 Unfair yo those w ho only use cash /04/2016 Metrolink has provided options/suggestions, but make it convenient for the passenger. If a reloadable card is consider, the fee for the card must be reasonable /04/2016 When the machine does not read my credit card (quite often) I pay w ith cash /04/2016 I absolutely love the mobile app. Very easy and quick and I don't have to w ait in a long line on the 1st of the month! /04/2016 I only use this option if I have to buy a one off ticket. Occasionally the vending machine w ouldn't take a card. Now I buy using app. Sort of a pain not being able to use app ticket on.subw ay /04/2016 Nope. They should focus on the mobile app and allow riders w ith monthly passes the ability to transfer to metro lines. Get rid of paper tickets all together /04/2016 It is sad for those w ho are unable to maintain a credit card or bank account. A TAP card w ould help those people /04/2016 I think people should be able to pay the best w ay they can. Many students don't have credit cards and having to do the more w ork just to pay for a ticket is uneccessary. Personally, I like to go to the ticket machine and pay for my ticket in the morning /04/2016 some people only carry cash, please make sure to provide multiple e-paying options or even incentives for paying electronically (low er rate) since Metrolink w ill be saving thousands of dollars by not having to physically pick up cash from vending machine /04/2016 If cash is no longer an option, give mobile app users the same benefits as cash users (i.e. allow ticket to also be used on Metro rail like the Gold Line). This option is currently not available to metro app users /04/2016 The mobile app has made purchasing a ticket much easier and convenient. The kiosk often made purchasing a ticket stressful (long lines, non-functioning machines, difficult to read screens in the sun etc) /04/2016 How w ould visitors or one time users pay /04/2016 If provide reloadable card, please combine w ith metro TAP card /04/2016 I've never used cash to pay for my ticket /04/2016 There are many people that dont have excellent credit and its hard for them to obtain a credit or debit card. There are many senior citizens that are unable to comprehend the use of a debit or credit card in a machine as w ell. Makes no sense not to allow the public to use cash /04/2016 You just need to make sure the credit card readers w ork and are checked regularly. There has been times prior to the app w here I w ent to buy a ticket and the credit card reader w ouldn't w ork so I had to pay cash /04/2016 Not being able to readily use cash marginalized those w ho are not tech savvy or w ho don't have easy use/accessibility to other non-cash forms of payment /04/2016 Need more w ays of cashing vouchers /04/2016 Anything to speed up the transaction time at the machine /04/2016 This is bullshit.i dont use credit cards and never w ill.this is discrimination /04/2016 although this decision w ould not affect me, I believe there is a large population of people that this survey w ill not reach that w ill be affected. Cash options a retail outlets near each station w ould be a good solution /04/ /04/2016 I understand the difficulty of cash at machines. How ever, his move exemplifies the lack of concern metro has w ith respect to customers w ho don't optimize the amount of effort your employees (especially those totally unhelpful guys in the red jackets) are w illing to make for their customers. I see a lot of financially strapped people, students, and visitors paying w ith cash. I think removing that option w ould be ridiculous, frankly. It show s how out of touch you are w ith your customers. 62

89 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response Regular commuter probably don't care--cash seems more like an option for one-time riders or tourists. You could probably upgrade the vending machines (to use cash and credit) at no cost if /04/2016 you had a w ay to enforce that all passengers are checked for tickets. I see a lot of people get on and off the train on my route before the conductor even comes by. Stop giving out free rides /04/2016 Why is this an issue? No reason for this change is being provided. The new machines seem to have a cash option /04/2016 Sometimes cash is a more convenient method of purchasing. Also, it w ould benefit passengers w ith certain disabilities /04/2016 Honestly, a reloadable card-based system mimicking Metro's Gold Line w ould be far more convenient, and economically viable, as far as I can see /04/2016 Yes, I have friends they are seniors and they don't know how to use the app and they alw ays use the Machines to buy a ticket /04/2016 For a few months there's been issues w ith ticket machine not reading credit card. So that creates small panic w ith people w aiting. One or tw o more options for card reading errors w ould be helpful /04/2016 Many elderly people do not ow n smart phones, including my grandmother and mother. Taking vending machines aw ay, w ill only push business aw ay /04/2016 Just make sure the machines ar the station w ork for credit cards. They do not alw ays w ork at the New hall station /04/2016 I have been a metrolink commuter for over 10 years. I am not tech savvy, my grandson is helping fill out this survey since I am not foot w ith technology! /04/2016 My recent bankruptcy precludes me from using a using a credit card. I must pay w ith cash if I'm going to continue to w ork /04/2016 Most of the time the card readers don't w ork and cash is our only option! /04/2016 I never carry cash, so it doesn't really affect me /04/ /04/ /04/2016 I'm on fixed budget and only use cash to purchase my items. There are times w hen my card is maxed and all I have is cash. In the event my card does not w ork or maybe the system is dow n I think using cash w hich I alw ays have on me w ould be the only w ay I w ould be able to get home or w ork. If the vending machine does not accept a debit or visa card, and you don't have cash then you have a complaint. That a big one. If you get rid of the machines, the transfer to Metro function w ould need to be added to the Metrolink mobile app, only reason to buy hard copy ticket /04/2016 At least one cash machine should be available, I don't use debt or credit card /04/2016 No, but a print at home option w ould be w elcome. Also the ticket restrictions are ridiculous. Not being able to rely on the local ticket machine and w ith the second one missing for years, w ould prefer never to use the machine again /04/2016 Since dow nloading mobile Ap, I have no need for machines at stations and never use cash to purchase tickets /04/2016 I DON'T THINK IT'S A SMART IDEA. THEY"RE LOTS OF PEOPLE WHO USES CASH ONLY AND I DON'T THING METROLINK SHOULD TAKE THAT OPTION AWAY FROM CASH PAYING CUSTOMERS. I FEEL PEOPLE WILL START USING A DIFFERENT SOURCE OF TRANSPORTATION IF METROLINK STOPS IT'S CASH FEATURE /04/2016 Not allow ing cash causes inconvenience and extra cost for the rider. Some people do not have access to credit/debit cards and w ould incur extra fees for needing a pre-paid/secure debit card for example. Cash is universal and should continue to be accepted at vending machines. Buying from the machine is one-stop: Go to location you catch your train at and buy a ticket w ith w hatever means you have available to you. No extra hoops, no extra fees. 63

90 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /04/ /04/ /04/2016 It's silly to limit payment methods for a service that is meant to help the public, low income individuals, and those w ho w ould like to use that service for public good i.e. pollution, emmissions, traffic etc. At least 50% of the time I buy a ticket, the vending machine rejects my debit card & I am obliged to use cash. Eliminating cash transactions w ould impact me negatively and also alienate low income riders that don't have bank cards & only transact on a cash basis. This proposal w ould essentially limit riders to those that have access to alternate payment methods, thus eliminating ease of use for those w ho don't. I oppose eliminating cash payment options at vending machines. If it's not broken, don't fix it. You're trying to change things that don't need to be changed. The focus should be put on increasing consistency and communication w ith riders. During the last schedule change for the San Bernardino line, a survey w as done to help the people commuting to LA w ith an ETA of 7am. Nothing w as done for the later commuters. If anything, our commutes w ere extended because the later commute times are no longer appropriate for our w ork schedules. Many of us have resorted to using the Riverside Line and also driving. Fix things that need to be fixed and stop w asting your time w ith petty changes /04/2016 I THINK IT'S A DUMB IDEA. METROLINK SHOULD BE SMARTER THAN THAT /04/2016 I dont w ant to use Corporate Quick Card anymore. Please migrate Corporate Quick Cards to MOBILE /04/2016 I'm a monthly pass holder and periodically take Amtrak. I w ant to ensure that any change w ill still allow monthly pass holders to ride Amtrak utilizing their Metro month pass. Also, w hen Metro rolled out eticket, it is not allow ed on Amtrak. This issue needs to be fixed regardless of the payment option us riders use. Be sure to discuss this w hen making any change /04/2016 Riders should not be burdened w ith the cost of having to pay additional fees on top of fares to purchase reloadable payment cards, especially for casual or infrequent riders /04/2016 Dropping cash option w ould make it harder for foreign visitors to buy tickets since their cards might not w ork, or they might have extra fees w hen using a card /04/2016 I think it's a bad idea. I understand you w ant to be updated w ith the latest technology, but using the cash vending machines should still be an option. There are people like me w ho are of school and prefer to pay cash /04/2016 Good riddance /04/2016 Won't impact me /04/2016 I see many people using cash at the Metrolink station vending machines. I don't believe a "no cash" option is a good choice. There have been times w hen my credit card did not w ork, but I w as able to use cash to buy my ticket. Please do not take aw ay the cash option /04/2016 I have never used cash to purchase a metrolink pass /04/2016 I am against that proposal /04/2016 I feel that the machines should continue to accept cash because many people have no other means of payment /04/2016 Why w ould you take a form of payment aw ay that you can use everyw here? The TVM machines are old and terrible because you haven't replaced them in years, not because they accept cash. Update the softw are, fix the screens, rollout a machine that accepts credit debit and cash..problem solved. Are you actively trying to lose business? Your train delays and hitting pedestrians are doing that already /04/2016 I have comments on the new train schedule. It is totally ridiculous and inconvenient for a lot of people w ho w ants to be at w ork at 7:00AM. 64

91 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /04/2016 It sounds efficient to remove the cash function from all machines, how ever I suggest having designated machines that still accept cash. Low income and foreigners need the option of using cash anyw here anytime. As they say 'Cash is King'. Removing the easy cash option w ill disadvantage non-english speaking and foreigners w ho already struggle to make their w ay in the w orld and get to w ork. If you add the cash function to retail stores then I agree you have mitigated the problem above. Allow ing purchase of tickets near the home w ill help low -income and others obtain tickets. But w ill thise retail stores have the training and customer service to help people buy the right ticket? That w ill be the hurdle. You w ill need to provide a phenomenol public outreach brochure for these retail stores /04/2016 How w ill the mobile app w ork w ith Red Line connections? /04/2016 Cash is king. Too much fraud out there now to do everything electronically and w ith TAP cards, there is not enough accountability to be able to track transactions /04/2016 Metrolink should already know that the poor and older segment of the riders w ill be the most impacted/effected by not excepting cash payments. Typically they do not have credit/debit cards and/or checking accounts. Does Metrolink really w ant to effect this segment of the ridership? /04/2016 I have never used cash to purchase a ticket; I have no opinion on eliminating the cash option /04/ /04/ /04/ /04/2016 I do not like using the Metrolink vending machines. The machines are slow and randomly out-ofservice. Worst of all, the buttons on the machines don't w ork right. I press a button and the machine reacts seconds later. Sometimes it takes multiple presses for it to register my selection. Very frustrating. I never know w hat to expect w hen I w alk up to the machine. Some displays are hard to read, meaning that the glare from sun makes it hard to read the screen. Maybe a user accessible brightness or contrast control w ould help. I purchased a ticket from the Mobile App for the first time this month (August). So far I like it. It's a much better experience that the vending machine. Thank you. Yes, I do not like the move aw ay from cash. I try and avoid the use of credit cards at all times. It's becoming an increasingly insecure means of payment. Public transportation should be available to every person, especially those w ho cannot afford to drive a car. Mobility is the key to employment. Not being able to buy train tickets w ith cash to commute to w ork, especially for those w ith bad credit or no credit trying to rebuild or improve their life, w ould be detrimental to their lifestyle. I w ould still prefer cash payments as many times cards could not be read at TVM. Also good for children to save and pay themselves since they don't have cards. My granddaughters like to travel w ith me and pay their ow n w ay /04/2016 Mobile App is only w ay to go it is convenient and fast /04/2016 I don't think cash customers should be penalized or inconvenienced. The cards do not alw ays w ork at the machines w hich puts us in a bad situation /04/2016 doesn't affect me /04/2016 This w on't impact me much, but I'm afraid it might impact those w ho can't pay w ith any other means /04/2016 It doesn't affect me /04/2016 I w ould totally suck for those that cant access a phone to get their tickets /04/2016 Not everyone has non-cash options. Please keep cash purchase options /04/2016 Cash should remain an option. At times, the debit/credit card readers fail /04/2016 The cash option should alw ays be available for out-of-tow n or infrequent users. Until the government does aw ay w ith cash, this option must be available /04/2016 I don't use the machines often. I primarily buy my tickets at Union Station or through the mobile app. How ever, I do not feel that it is a good idea to remove the cash options from machines. I don't see how it w ould benefit passengers or Metrolink. Sometimes people have no other option other than to pay cash. Taking aw ay this option w ould cause people to stop taking the train. 65

92 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /04/2016 Since I'm a monthly pass buyer, it doesn't make sense for me to put $266 of cash in the machine. But if and w hen I make other, one or tw o w ay trips, outside of my monthly pass restrictions, I w ant the ability to pay the smaller fees w ith cash /04/2016 I think it's a terrible idea. I understand it w ill cut dow n some overhead for you, but I feel that Visa/MC/payment providers don't have a right to make money off of every Metrolink transaction. There w ould be no legitimate option for the consumer to NOT give the card companies a cut of revenue /04/2016 Many of the passengers I see buy tickets at my stop pay w ith cash and change. I also think that most w ill not have access to use a computer to take this survey. I feel eliminating the cash option is a huge inconvenience for these passengers. Most look as if they use the metrolink as a transportation for w ork /04/2016 I do not use cash to purchase my pass so eliminating the option w ould not effect my method of purchase /04/ /04/ /04/ /04/2016 The cash option is very important. Especially since I sometimes have difficulty w ith the ticket vending machine and it does not alw ays accept my credit card. Then I have to use the cash option. I am also w orried about the many poor people on the train w ho may not have an e-voice, and w ho may not even have a credit card. Cash is their only option. It needs to be available on sight. I do not w ant to travel around to other locations to be able to pay cash for my ticket. I am requesting that Metrolink continues to have a cash option available on sight at the station. It is very important. I have three credit cards and there are days w hen the machine w ill take none of them. I pay cash only because it is less painful. If those things actually w orked a credit card w ould be fine. (And don't ask me how often I get on the train for free because the ticket machine doesn't w ork at all) At least 1/3 of the time, the machine says it can't read my credit cards. If cash w asn't available I w ould have to just drive to w ork. Cutting out the use of cash and cash pick up companies rates should be reduced. Or reduce w asteless options (I.e. Mobile app) as a cashless incentive /04/2016 I do not use cash at ticket vending machines /04/2016 I don't use cash as I use my debit card /04/2016 I dont believe that w ould benefit the public i purchase tickets for my personal care attendant and w e use cash because the debit cards not alw ays functional for us /04/2016 Yes. Not all people w ill have a debit card or cell phone to purchase their tickets (ex: low income) and don't feel that this w ould be a good idea to eliminate cash /04/2016 I never use cash anyw ay, I've alw ays used my debit/credit card /04/2016 Yes, it w ould exclude a part of the community w hich is not as affluent as other folks and it is w rong to discriminate /04/2016 It w ould hurt for single day passes /04/2016 The ticket vending machines do not alw ays accept credit cards, either because the reader isn't w orking or the slot is jammed. This is a bigger problem at the Anaheim Canyon station since it is unmanned and there is no one to assist you if something goes w rong. I prefer to use credit card, but paying w ith cash is more reliable. If I can't use cash anymore, I w ould much rather be able to purchase my tickets online and print them out at home than have to rely on using my credit card /04/2016 I like the idea, but it causes marginalization of low er income individuals w ho mainly use cash. I don't like the idea of any extra fees because the train ride is bad enough w ithout the extra fees w hat w ith how cold the train is constantly and how often the train is late. Maybe your goal is to marginalize so as to keep riffraff from spreading like some sick diaspora. Which is ok I guess, because people are generally ignorant for the most part and no one w ill really notice /04/2016 On a w eekday I w ill occasionally ride Metrolink outside of my pass. With the new $3 or $6 fares, it seems ridiculous to use a credit card for such a minimal amount - in this case cash is much easier. I like to use my credit card for $20+ purchases /04/2016 I love the mobile app! I don't have to rush or get behind someone having trouble w ith the kiosk. I have no issues w ith not being able to use cash. 66

93 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /04/2016 At the Santa Ana office, the Credit card reader doesn't w ork very w ell. Cash is a nice option w hen that happens /04/2016 Worried about the people w ho do no have bank accounts and pay for w ith cash, now they w ont be able to purchase ticket and just start riding w ithout fare(tickets) /04/2016 at times w ith all the computer glitches, credit/debit card does NOT w ork, the only option is cash and should not be removed as an option /04/2016 I use cash w hen my phone is glitchy cash w ith penalty isn't an option or shouldn't be /04/2016 There are many people that don't have smart phone or able to use a computer. For them that w ould create a huge problem for them if unable to pay a ticket at the machine that they are already know how to use /04/2016 I like the idea of improving the ticketing machines, but I think it might be a little too early to remove the cash function from machines (cash is still too popular) /04/2016 is actually a plus not to carry cash /04/2016 it w ould have no impact on my ability to purchase a ticket. I am concerned, how ever, about those individuals w ho do not possess a credit or debit card /04/2016 Machines are crap. Not user friendly /04/2016 yes, w hy are you making it so hard for to pay cash. This is a free country w e should be able to pay cash at are station /04/2016 Eliminating cash at use at TVM's w ould w ork a hardship on the poor and out of tow n visitors and tourists because they mostly pay w ith cash /04/ /04/2016 I w orry that w ith no cash options the low SES individuals w ho w ould use cash w ould be more likely to ride w ithout paying. I believe this could put the conductors in increased situations of conflict/danger w hen checking for tickets. If this is implemented I w ould suggest requiring conductors to conduct the check w ith the support of an officer, w hich I believe should be done anyw ays. As long as individuals can still purchase w ith cash at other locations such as the ticket w indow, then it w ill be okay to eliminate from the vending machine. But you cannot eliminate cash option completely and then expect individuals to purchase a card at a fee in w hich they can load cash onto /04/2016 Once the app w as accessible, that is all I have used. No vending machine needed /05/2016 I often see bus riders get off a bus in Santa Clarita and then use cash to buy a Metrolink ticket. They w ould be affected by this, but might not fill out your survey /05/2016 The brand new corporate quick card doesn't read w ell in the machines. The systems are very unreliable. How about a reload able ticket /05/2016 Cash is no longer necessary. they can purchase a reloadable Visa card at the grocery store, and use that. Make card the only option, and people w ill find a w ay to make it w ork. Everyone needs to get w here they are going, so they w ill conform /05/2016 I think the app is fabulous. Please keep it. I don't personally need TAP capabilities, but I know more w ould use it if it did /05/2016 No. You need to update the vending machines to read chip imbedded credit cards /05/2016 Very inconvenient if all you have is cash and you're in a hurry. When you use public transportation, having more payment options is definitely beneficial since your transportation options are already limited by circumstances /05/2016 Cash is alw ays a good option to have /05/2016 I still see people using cash for 1w ay or round trips in the mornings. I'm concerned about the impact of no cash on them /05/2016 I believe young commuters and commuters w ithout access to electronic forms of payment or adequate technology w ill be put at a disadvantage. I could be mistaken but I w ould image that these groups represents a significant portion of the Metro ridership in southern CA. I w ould recommend ensuring that there are still easily accessible cash options available - maybe it is at the ticket counter and a reduced number of vending machines that still take cash. 67

94 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /05/2016 The credit/debit card option at the vending machines that I use do not w ork. I w ant to use credit card but I end up using cash. All credit/debit cards that I tried using w ork at all other stores or payment machines. They just don't w ork at the Metrolink vending machine. I try multiple times but in order not to be late for my train I had to pay w ith cash /05/2016 No, I do not use cash now /05/2016 I don't use cash /05/2016 Since people cannot buy a ticket w ith cash, then out of frustration, many more people w ill hop on the train and ride for free /05/2016 Would the monthly pass tickets purchase on the Metrolink app be accepted at various Metro bus lines or Dash? /05/2016 As slow as it is, you have no staff there at a station to buy a ticket from? Why one Earth don't you just have one person on a train that can sell a ticket for you, regardless of payment type? Just a suggestion. How much do you spend cleaning out those machines anyw ay? It might just be easier and less expensive to have train staff be able to process and give out (sell) tickets since you already have staff validating tickets /05/2016 This change w ill create and an issue w ith passangers that do not have credit card and they only use cash. Also it w ill take the convenience to buy the ticket at the station, w ill have to w aste more time looking for a location w here tickets are sold /05/2016 Some times the machine w ill not accept the credit card. Second machine at Pomona North has never been replaced for months or years /05/2016 i use my phone but i know some ppl are definitly using the cash feature /05/2016 It w ill keep the dirty bums out of the bus. So many homeless jump on the bus, tell the drivers they cant pay, and ride for free w ith the consent of the driver. Lock em all out! /05/2016 I have noticed that some people only pay w ith cash, so this w ould make it difficult to pay for a ticket /05/2016 From w hat I have seen, Metrolink ticket vending machines are more reliable w hen using cash than w ith a credit/debit card /05/2016 The proposed no-cash policy w ill not affect me. Doing aw ay w ith cash should discourage vandalism at the Metrolink TVMs! I'm all for that /06/2016 Able to use cash at my vending machine has been great. Please reconsider the idea of taking the system aw ay. Not interested in paying any extra fee to get a reloadable card at all /06/2016 Hurts vulnerable people w ho may not qualify for a credit card or w ho do not have a bank account. Makes their lives more inconvenient. Sounds like you do have some thoughtful alternatives but I believe cash payment should be made available at machines as it is now. Will be great to use ebt or student id /07/2016 I w ork part-time and don't use the train enough for a monthly pass. I don't like to use my credit/debit card for each $2.25 ticket. I am w illing to us my TAP card or another card that is reloadable but I don't feel I should have to pay a fee for using the card /07/2016 It w ould be a disadvantage /07/2016 I think, a lot of people still prefer paying in cash /08/2016 No. I never used cash /08/2016 Do you realize, besides the regular commuters that you'll be negatively affecting, you w ill also make it difficult for any visitors (domestic or foreign) to travel around. Not everyone has a credit card or debit card and certainly not everyone has a EBT card. Sometimes, all you have on you is a few dollars and coins, just enough to get home. Compared to the Bart and NY subw ay system, the Metro here in LA is more of an annoyance. Compared to countries like Japan and Europe, it rudimentary. But sure, let's make it more inaccessible by removing basic payments, such as cash. 68

95 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /08/2016 I think it is short-sighted, classist, and elitist /08/2016 This is a hardship not to be able to use cash, especially since the machines break dow n so often /08/2016 I strongly prefer to use cash w hen I buy a ticket at a vending machine. I use a credit card at Union Station w hen I am served by a person at the cashier's w indow but I strongly prefer to use cash at all other times /09/2016 my only problem w ould be if you did no provide the poor or those w ho cant get a credit or debit card w ith an alternative plan to use cash. The third party vendor idea sounds like a good one /09/2016 Since the credit card machine seems to only w ork intermittently and cash is the only other option I think this is a very bad idea. GET THE CREDIT CARD SCANNERS WORKING BEFORE YOU CHANGE ANYTHING /09/2016 a cash ticket comes in handy at times /10/2016 You dcan't rely on technology. Have you seen the elders that go on the metrolink. Do you even consider them and not just the new generation. Have you thought about how you w ill scan a ticket if you eliminate the cash option and vending machine. What about out phones dying and if someone asks for the ticket? You do know there isn't enough chargers in all the trains. I vote to continue to have at least one vending machine and maybe even replace the old ones. But u do refuse to use the app or pay w ith a card. Cash! Cash! Cash! /10/2016 my child rides the train sumtimes 2or 3 times a w eek for us they do not carry a card but allw ays have sum cash on them to ues w hen needed /10/2016 Considering you've just recently introduced $1.75 fares, eliminating cash as a payment method seems highly counterproductive. I w ould rarely if ever put $1.75 on a credit or debit card, preferring to use cash for such small amounts /10/2016 N/A /10/ /10/2016 Your plan to eliminate the use of cash in your vending machines is disgraceful. It w ould discriminate against the elderly, the poor, the uneducated and those technologically challenged. I doubt that any of the above persons w ould be able to complete your survey... DO NOT GO CASHLESS!!! It is not a good idea, because not everyone has an alternative method to pay. And loading a card w ith cash is not a good alternative for people because w here w ould they load it? If it's at machine, w hy not just pay cash there? /10/2016 Yes. Many times the TVM credit card readers are broken. What is Metrolink's back up plan? /10/2016 Not fair to all passengers. Sometimes cash is the only option. May not have any accounts, i.e., student or poor /11/2016 Although almost everyone uses debit/credit cards now, cash should alw ays be accepted for many reasons. Metrolink has alw ays thought of themself as a commuter train and yes, the majority of passengers are people traveling to and from w ork. How ever, there are those that travel by train for pleasure and some of them may be underemployed, on w elfare, and do not have a debit/credit card. I know of no business in the transportation industry or otherw ise that w ill refuse cash. I w ould be interested in w hat your motivation is for this? There are a select number of people that prefer cash for security reasons. With many retailers like Target as victims of security breaches, they do not w ant to give their credit/debit card to anyone /11/2016 The vending machines at the stations routinely malfunction and reject credit cards, making it necessary to ONLY use cash. Taking aw ay this option is simply not a good idea, especially for people w ho have to buy tickets for other lines, as I do, w hen w orking at a different office, or must travel a different line w hen you have an appointment outside of your line. I have both experienced this dilemma and w itnessed it often. 69

96 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /13/2016 I w ill stop using train and use carpool from w ork. Also, machine needs to accept more than 15 bills /13/2016 I actually prefer the idea of using the app to purchase my ticket. I w ould use the app if it w eren't for the fact that I can't transfer to other LA area transit systems for free /14/2016 I w ould like to use cash I use cash for all I do! /14/2016 Lots of people ride the metro, from all backgrounds. I feel this cuts off people w ho don't have access to a credit card, those w ho don't trust using their cards due to the many recent cases of theft, or those on a strict budget. In my case, a fee for a reload able card w ould be able to make or break me at times, w ould have definitely affected my ability to ride. Not only that, but now I have to make a special shop just to reload it, w hich costs extra as w ell. Will there be a fee to reload this as w ell, if not initially, how long before there is one? /14/2016 I think it is safer to not use cash, as cash is not easily replaceable, but I think businesses are becoming TOO GREEDY WITH ALL THE FEES!! FEES PISS ME OFF AND I DO NOT SUPPORT BUSINESSES WHO CHARGE ME FEES /14/2016 I just find it convenient to pay my ticket/pass w ith cash. It's a hassle to pay w ith a credit/debit card. I have a fear of card being jammed in the vending machine /15/2016 I don't feel that you should do aw ay the availability to use cash at the ticket vending machine. Too many times I have had problems w ith the machines trying to use my credit or debit card and I had to use cash. I keep cash w ith me just in case that does happen w hich is often. Not unless you have a foolproof w ay for the machines to w ork properly w hile using credit or debit cards using cash should be left as an alternative. Using cash should be up to the customer since w e are the ones w ho have to deal w ith these machines you obviously don't /15/2016 None /16/2016 This could hurt people w ho do not have a credit/debit card /16/2016 If I can't use cash I can't ride metrolink. By getting rid of cash accepting machines you're sending a clear message that your service is only available to the bourgeoisie and not fairly available to anyone /16/2016 I think you should still accept cash, as some people have no other w ay to pay for their ticket but use cash. Off subject, you need to check for tickets more often on train as there are a lot of people riding for FREE! /17/2016 I could adapt but it seems unfair to people w ithout easy access to credit /17/2016 I do not carry cash that often so I prefer using my Visa,debit /18/2016 This does not apply to my form of payment /18/2016 I think it's great that Metrolink w ants to expand payment options. I applaud this initiative and I think this w ill definitely make it easier and quicker to commute. But I think these initiatives should be in conjunction to cash payment option. At the least, the cash option should be eliminated after a few months of introducing these new options. This w ill give Metrolink a chance to study any changes in purchasing preference /18/2016 With identity theft being common place I don't trust debit/credit cards. I only use cash /18/2016 It w ould be great. It w ould speed up the lines quite a lot /18/2016 Because I buy a monthly pass - cash is not a method of payment that I use so this non cash method of paying w ill be just fine w ith me /18/2016 In this day and age, the majority of U.S. citizens have the ability to obtain a credit/debit card /18/2016 i see many people use cash - i have only used it sometimes 70

97 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /18/2016 My personal feeling (and I might sound like or be putting emphasis w here it really doesn t fit(?)) but this w ould seem like one more of those steps in that direction of taking the mark of a beast. Maybe not the beast but of a beast system. And it seems to fall right in line w ith technocracy, It's not just the public transit system taking on the trends of big brother, it's the idea of making cashless society and disguised as convenience w hen the underbelly is track trace & confirm and total control over all (and that's every single one) of every thing you do and call it something like big brother to ease the accepting friendly like. But as far as the BB, nope-never w as w ould be my big brother. When it comes to cashless, I think it's a bad idea /19/2016 I pray you do not take aw ay the cash option. For me personally I am w orking to avoid using forms of credit and I know several commuters w ho pay w ith cash as w ell. Please allow us to have both options. Sometimes there are technical glitches or card strips don't scan correctly. This is a main reason w hy I have sw itched to cash. Also the cash option allow s for faster retreval of metro ticket at the machines /19/2016 I usually buy my ticket on pay day. Every other w eek I have to use cash or not but a ticket because I am paid every tw o w eeks. If there w as a 2 w eek pass or an option to buy a w eek in advance on the app, that could w ork /19/2016 This makes it very inconvenient to use the train. I do not w ant to have to go to a retail outlet to buy a ticket and It is not fair that you w ant me to BUY, at extra cost, a payment card so you can eliminate the cash option. Just another slight against low er income persons trying to get around /19/2016 Not every had a debit or credit card my younger sisters have to pay cash for their tickets /19/2016 I transfer to the LA Metro system, it is imperative I have a physical card to be able to TAP /19/2016 I am 100% against the elimination of cash from vending machines! Please don't do it. We're not there yet. Our socio-economic populations in SoCal are extremely diverse, and as I shared, not everyone has access to a bank account w ith credit/debit. Please. Please do not eliminate cash payment. I see it used everyday /20/2016 Cash is essential. Not everyone has a credit card or apps; and buying at remote locations is not convenient. This borders on being racist /20/2016 Like paying cash. Don not w ant to make a extra trip to another location to buy a ticket. To much trouble to buy and print a ticket at home. For a senoir paying cash at the station w orks best /20/2016 I do I tried to buy a ticket w ith my credit card but it w as for the Angels express pass at Fullerton this happened yesterday and the other did take my credit card and the one closer to the old spaghetti factory didn't take my credit card I tried 3 times and it w ouldn't w ork /21/ /22/2016 The machines are not reliable in reading my credit card, so I have purchased at the other end of the trip at times to avoid missing the train. I've paid cash a few times for a roundtrip ticket w hen the card readers are not w orking. I see quite a few students and first time riders that use cash exclusively, probably to budget limited funds or if they are unable to obtain a credit card. the Cash option should be retained to avoid discrimination. Requiring people to go somew here other than a train station to buy an occasional ticket w ould be discriminating. if csah is not an option Metrolink w ill lose some customers or w ill have more people riding w ithout paying the fare, depending on their need to use the train. Not everyone has access to mobile ticketing either. Would isolate older generations w ho are not familiar w ith technology or people w ho forget either their phone or tap card to board the train /22/2016 please consider Metrolink Mobile app for w indow s /23/2016 I w ould probably stop taking the train all together as the card readers are unreliable most of the time. I do not w ish to take a chance and end up w ith a fare violation because your machines w ould not read my credit card /23/2016 I only have cash and feel safest paying for my ticket/pass at the station vending machine. 71

98 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /23/2016 No matter how reliable the new machines are, there w ill be times w hen the credit card reader or processing system w ill malfunction for extended periods. In that situation, I w ould not be able to buy my ticket at all if I cannot use cash /24/2016 To be honest, I think this plan is ridiculous. There are several people out there w ho do not ow n credit/debit cards. What happens if they only have cash w ith them? And the ticket vending machines only accept debit/credit cards? Will they be able to use Metrolink then? I guess not. I actually do not ow n a credit card. I carry cash everyw here w ith me. I pay for my Metrolink tickets using cash. If cash is no longer accepted at ticket vending machines, then I'm afraid I'll have to use Metro Bus/Metro Rail to commute. As a result, I w on't be a frequent rider on Metrolink anymore. Sorry /24/2016 Many people at my station also use cash to buy their tickets /24/2016 i can't have a bank card because i declared bankruptcy. i don't w ant to pay extra fees to get a 'loadable card'. and i don't w ant to spend extra time trying to purchase my ticket at a retail store that may be miles aw ay from my apartment /25/2016 Stupid Move I don't ow n a Credit/Debit card and buying a Visa/MasterCard re-loadable card gets expensive w ith the fees involved!! /25/2016 Why eliminate the cash option /25/2016 This w ould not be an issue if the TVM didn't go out of order, or the card system (both credit AND debit) fails. Unfortunately this happens, and w hen it does, cash is usually still accepted, and therefore a good fallback, how ever, if cash is removed as an option, how can riders purchase tickets? /25/2016 Removing Cash option is idiotic. There are still some people that do not carry credit/debit cards. Besides quite often the machines are dow n and cash riders have no other w ay to buy a ticket than to tell the conductor w ho doesn't care anyw ay /25/2016 Ticket transfer to LA Metro is also important to me, so the mobile app tickets don't help my situation. TAP cards w ould be a good compromise /25/2016 Using cash at a Metro link vending machine is more convenient for those passengers that travel roundtrip or one-w ay /26/2016 i see many students that must use cash, because they are not eligible for a credit card. Students are important riders and w e need to help them /26/2016 It appears it w ill discriminate heavily against those w ithout other means of payment. First generation immigrants, underprivileged, et al /26/2016 This is a terrible idea. You are ignoring your customers w ho are poor and disadvantaged. This should be illegal /26/2016 Disappointing /26/2016 Cash is more convenient than card most of the time due to the issues I have had w ith the TVM not reading my card properly. It has occurred at several different TVMs and I like the option of using cash as a backup /26/2016 I believe its ridiculous!!!! Many people use cash at vending machines. Taking it aw ay w ould not only affect people and it make it difficult, but I have never heard that cash before that cash isn't good enough. You guys needs to stop being lazy regarding dealing w ith cash. I know that doing everything electronically may be easier, cash is cash( it's actual real money). I also feel this w ould affect people that don't know much about technology and another set back w ith the metrolilnk system /26/2016 Do not charge a fee for a reusable card! /26/2016 Put the machines on the train /26/2016 I think it w ill be an improvement that w ill save commuters time and cut dow n the lines at the TVMs 72

99 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /26/2016 many times the vending machines w ill not accept my credit card /27/2016 Cash is king /27/2016 Bad idea /27/2016 No /27/2016 I think a non-cash option w ould hurt students most /27/2016 I don't normally use cash, but you DO NEED TO FIX YOUR TICKET MACHINES w hen using a credit card. It alw ays takes at LEAST THREE TRIES before it w ill accept the credit card /27/2016 if I don't w ant to put any additional charges on my card, I w ould pay cash and not being able to pay cash w ould be part of my decision process to take Metrolink /29/2016 It w ould be unfair. I do not have access to credit cards or debit cards /29/2016 Yes I think it's a bad decision to remove the cash option. Tourists and kids / friends on day trips w ith an adult often use cash /29/2016 Would probably speed up the lines /30/2016 I believe it w ill exclude riders w ho are most in need of public transportation and likely have No feasible alternative transportation /30/2016 I rarely use cash, but don't like to. I'd rather use my TAP card, Apple Pay w ith my iphone or Apple Watch (or Android Pay), credit or debit card, and anything else available but cash /31/2016 Disabled people w ith limited mental capacities w ould be impacted, they w ould have trouble using a card. If w e use a credit/debit card, w e could be "skimmed", our accounts stolen, etc. It w ould be /01/2016 safer to purchase & print at home and ride, for those of us w ho have that option /01/2016 Don't do it, cash makes the w orld go around! /01/2016 I don't use the TVM period because it rarely w orks /01/2016 They didn't w ork half the time and w hen they did they w ere slow /01/2016 I think it's a great idea because the cash users slow dow n ticket purchases /01/2016 Never used cash to buy tickets in the 7 years I've ridden Metrolink. It's no big deal for me but I still see other people feeding cash into the machine all the time. I /01/2016 suspect these are the sort of customer w ho w ouldn't be filling in a survey monkey form. This is not about me and my use of metrolink. This is about metrolink not w anting certain people /01/2016 on the train Never end the cash option. Cash is great. Buying the ticket via smartphone is great,too, but you /01/2016 need to enable those tickets to be used as TAP cards on the subw ay /01/2016 This w ill impact a lot of people negitavely. Not everyone has the means to use a debit/credit card. At least one machine should accept cash at each station, as going cashless w ill be great but w ould have an undue burden on those w ho only have a cash option. Having to travel to union station or a ticket outlet to pay in cash could mean serious delays for customers w ho are cashdependent, especially those w ho are transit dependent. This could also affect travelers w ho are /01/2016 relying on cash not cards /01/2016 Cash is a great option w hen the credit card reader doesn't w ork I have a corporate card now, but in the future I w ill not and may use daily fares, for w hich it w ould be easier to pay cash. While I have credit and debit cards, not everyone does. It is an extra burden for low income people to have to buy a transit card in addition to their fare and reload it. If /01/2016 you require transit cards like TAP, the card should be free. Better machines and better train conductors. Half the time, my credit card w on't w ork and I carry no cash. When I explain this to the conductor, she approved and then kicks me off before my stop. (VC 101). She does this constantly w ith people. So no longer having cash, sucks for the /01/2016 older people w ho don't use credit card and people w ho don't carry cash. It's a good idea to remove cash from the vending machine as it w ill reduce costs to manage and /01/2016 maintain the machines as w ell as minimize theft risk. The option of paying on my smartphone w ould be the best option. But the subw ays and other /01/2016 services do not recognize the bar code /01/2016 It is easy access w hen I am in a hurry. 73

100 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response /01/2016 A greedy, elitist idea It may decrease vandalism, especially if it w ere know n that the machines did not store credit card /01/2016 information w hich w ould make stealing the hard drive or processor useless /01/2016 It w ould be very inconvenient to lose cash as an option /01/2016 Just don't like getting cheated on the 7 day pass for the mobile app /01/2016 doesn't apply to me, I rarely use cash Cash is the backup plan w hen the credit card machine doesn't process. So on those days, if it /01/2016 didn't take cash, I w ouldn't be able to pay for my ticket /01/2016 It w ould be handy if cash w as still available. While I understand that eliminating cash purchases for train tickets w ill likely decrease w ait times, I think it w ill be exceptionally challenging for those individuals w ho only carry cash, or literally have coins to try and make it to their next destination. There are all w alks of life coming through LAUS and I think it's important to look at those demographics and think how this might negatively impact others. All that said, I think people can adapt. It may be best to eliminate the cash function at the /01/2016 vending machines and make a cash only ticket w indow. It doesn't impact me very much directly how ever I could see issues w here there is not a /01/2016 convienent location near the station in various areas. It is not fair to very low and extremely low income persons w ithout credit cards. I have observed people collecting funds at the Camarillo train station to purchase a ticket. They w ould not be able /01/2016 to buy a ticket under the proposed changes. I've missed trains because people constantly fumble w ith crumpled bills at the ticket machines. I w ould prefer the ticket machines not take cash; Perhaps a different machine can load a prepaid card so that the ticket line can move faster. Perhaps the AMTRAK w indow can sell Metrolink passes or preloaded cards. I think w e should do aw ay w ith cash at the ticket machines. Also, the ticket machines are SLOW. An bigger effort needs to be made to have the machines /01/2016 respond more quickly and keep up w ith the key presses /01/2016 I dont feel that is a good idea!! This w ill cause problems if people cannot but their tickets /02/2016 I don't feel safe using a credit card or debit card at a vending machine /02/2016 It w ould make me not w ant to ride trains /02/2016 CASH IS GOOD The machines at Oceanside are terrible as they do not like to read the credit card magnetic strip. It takes multiple tries to get it to w ork - very frustrating as I am usually w ith a group of bicycle riders /02/2016 and w e all have this issue. Please maintain them better /02/2016 I w ish w e could still use cash /02/2016 No problem if the vending machines w ork. In my experience, they often don't /02/2016 This w ould not affect me. You should keep the option of paying w ith cash because sometimes I buy a onew ay ticket using cash w hen the machines are out of order or are not accepting credit cards. Also, if I take my /02/2016 daughter to w ork on occasion I w ould pay for her ticket using cash /02/2016 I do not w ant to use my credit/atm card at a vending machine /02/2016 I don't like it. American currency should be accepted every w here in U.S /02/2016 I buy my ticket on the Metrolink w ebsite. No comment on anything else /02/2016 I've never used cash, but can see this being a BIG issue for those doing Station-To-Station ($3) I pay w ith a card and it's easy but i see many people w ho are paying cash, single tickets, and I /02/2016 hope they w ill have an easy alternative. 74

101 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response Once a paper ticket is no longer needed to transfer, I'll alw ays use the app. I w ould like to be able to tap-on tap-off my TAP Card and just use that so I don't even need to bother w ith the app /02/2016 (assuming the free transfer is also loaded onto the TAP Card) /02/2016 Ticket has to w ork for metro rail also Wasn't this issue already addressed by the Mertolink board? Is this another one of Art Leahy's /02/2016 mismanagement of the metrolink system at the riders expense. Yes, it's safer, but secure the machines so your customers' personal info w ill not be /02/2016 compromised /02/2016 There probably still many people w ho use cash. That option should be retained. The lip service given to public transportation in L.A. is in direct opposition to how difficult you make it for people to actually *USE* it. Few lines run all night any more, others end so early that it's impossible to shop, dine, or go to concerts, etc. using public transport. Our county has one of the w orst public transportation systems I've ever encountered, and removing the cash option is only /03/2016 going to make it w orse /03/2016 I don't think no cash at all is a good idea /03/2016 I find the mobile app to be my best option w hen purchasing tickets, I very rarely carry cash as is. as a senior the best payment option is cash to help me avoid electronic fraud. I prefer to use the /03/2016 vending machines so I don't have to get in and out of a car to get to a retail outlet. I am not trustw orthy of no human (excluding myself) and anything created by a human to have any access and/or control of my cash and coins that is in my possession and my ow nership. Therefore I absolutely refuse to use any "plastic" money cards for my spending transactions. It is also my right as an American to choose my method of w ays to spend my monies. When boarding /03/2016 a train I w ill pay the onboard MetroLink employee my fare /03/2016 Not all ppl have the ability have a debit card/credit card or choose not to because of personal struggles or ideology. removing the cash option from the vending machines at the various stations w ill limit ppl ability to move and reach already hard to reach services speaking for the AV line. Also consider the big picture ur not only affecting ppl w ho use it for w ork, but ppl w ho travel for school, go to CHLA, LAUSC, but ppl w ho have children in foster care to visit their child. Ppl already have a difficult time coming to the AV now ur making it more challanging as ppl w ill lose the easy acess to purchase a tx as now they may need to go to a retailer far from the station /03/2016 I don't think it's a good idea. I've seen foreign visitors ride the Metrolink and all they have is cash /03/2016 All for it. How about making the damned ticket machine useable. For years now, you can't read the damn thing during the day, debit cards often don't w ork and there's nobody around to help. Typical LA /03/2016 3rd rate service from arrogant 4th rate bozos--totally unreliable /03/2016 Bad idea for people less fortunate most don't have credit cards /03/2016 You may screw poor people w ho can't get credit. Also the illegal aliens. That should still stay an option as some people may not have a credit card to make a purchase. Another option w ould be to have an agent available at stations that currently only have machines. For your option of using a TAP card, how w ould you propose adding money to the card if the /03/2016 machines no longer accept cash? The present ticket machines are slow and outdated. Some times they do not accept credit cards /03/2016 or cash, thus, I do not ride the train /03/2016 Not a problem provided credit / debit option remains /03/2016 If this option ensures better affordability for trips, I w ould love it. 75

102 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate /03/2016 Open-Ended Response Should accept all methods of payment not discriminate tow ard one group of riders. Charging a fee to buy a ticket in cash by using reload card is greed. Oxnard has no w indow. No retail close to train. I've bought cash ticket w hen pass w as left in other bag. Need riders. Don't discriminate /03/2016 Just make sure the machines w ork or allow them to be bought from conductor Moving aw ay from cash w ould make the system less accessible for low -income users w ho may be unbanked, I do not support this change. This is a serious shortcoming of bike share programs, for example, that are being installed across the country. Metrolink should not decrease its /03/2016 accessibility /03/2016 Would love to not have the ticket machine break dow n w ith the frequency that it does. Ventura county line is unfair. Does not run w eekends. 7 day passes and monthly passes not /03/2016 w orth it /03/2016 Prefer mobile app No need for cash payments. But you need to make sure the machines are w orking and not in an /04/2016 area w here sunlight obscures readability (Burbank Airport) /04/2016 As a voter and member of my community I oppose the no cash option /04/2016 There still needs to be a cash option available for those w ho only use cash /04/2016 Not really /04/2016 You need more security at stations /04/2016 I think that's plain stupid to no longer use cash at the vending machines at Metrolink stations. Though it could be great for safety reasons, depending on the station, a lot of tourists (especially those infrequent ones) w ill have to spend more money and/or take on additional fees to ride the train. Also, card technology can fail and closing the cash option w ill make people be turned off to /05/2016 riding metrolink /05/2016 It's the only w ay I can ride the train and I w ill no longer be using the metrolink I use to use my debit card at the Camarillo station. Because the ticket machine is out in the open someone had installed a credit card scanner in the machine. My debit card number w as scanned /06/2016 and used fraudulently /06/2016 Never used cash to purchase a ticket. I alw ays used a cc /06/2016 For many cash is the only option /06/2016 Poor people often have no credit cards /06/2016 Only that sometimes the machines are broken and cash w ill w ork w hen cards don't w ork /06/2016 If you forget your credit card, cash is good I can see how this might be beneficial but I think it w ould also be bad. There are lots of stations /06/2016 w here an metrolink w indow is not avail and lots of people dont have a w ay to pay w ithout cash. Yea it's a inconvenience because I travel and alw ays have cash because so many places don't /06/2016 take card or charge a lot for card /06/2016 Get rid of cash... Just one more w ay to improve rider safety via know ing w ho is on the train. I w ould use the Metro App on my phone more often if I could transfer from the Metrolink train onto /06/2016 LA's light rail Metro system /06/2016 I think the machines should take cash for convenience sake but predominantly credit/debit cards /06/2016 Change can't come fast enough. 76

103 Q13. Do you have any comments about no longer being able to use cash at a ticket vending machine? RespondentID StartDate Open-Ended Response While a credit card is more convenient for me personally (and my preferred method of payment), I'm concerned about riders w ho may not be able to ow n a credit/debit card and thus, they w ould /06/2016 be excluded. I think that cash should be an option for those w ho don't have access to debit/credit cards, particularly low -income people and others just starting out again after having problems. For many /06/2016 people, they still live in a cash economy. Understandable. As long as there is a convenient alternative location to pay cash (eg CVS, /06/2016 grocery retailers like Vallarta or VONS, for people w ho need to pay by cash them that's ok. Gift cards or debit could be used, but you should not charge extra for folks to use this instead of /06/2016 cash. I know cash dispensers are very expensive to handle /06/2016 I don't think that it w ill affect us at all. It is important for Metrolink to continue accepting cash. Remember: credit card companies are like private clubs w hen it comes to membership. Not accepting cash w ould make it difficult to ride for people w ho don't have a credit card/bank account. Would a retail outlet even consider this? It w ould drive aw ay customers. Remember: these companies also charge a fee per transaction. Gas stations charge more for credit card customers because they w ould lose money otherw ise /07/2016 Metrolink w ouldn't be able to do fares as low as $3 anymore due to the per transaction fee. The ticket vending machines need to be updated quickly and serviced regularly. It's very sad that the machines very often do not w ork properly (w hen trying to pay w ith a card or cash). How ever you update the tickets machines, please ensure they w ork properly so that riders can purchase /07/2016 their tickets and board the train w ithout w orry. Cash at vendingbis convenient especially if my card does not w ork. No cash increases my /07/2016 probability of being late so may stop using metrolink 77

104 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /19/2016 Ticket machine are far too complicated. It is never clear at station w here to catch train. Tracks change w ithout notice /19/2016 the system should accommodate for people w ho do not speak English very w ell, increase the amount of station agents that could speak multiple languages /19/2016 How does someone w ho doesn't understand English or Spanish access the phone system? /19/2016 Station signage is HORRIBLE. Take a clue from London, Paris, New York, etc. the tiny signs are nearly impossible to see from the train. Give visitors a break /19/2016 There does not seem to be a consistent policy about w hat information should be delivered, and in w hat format, in languages other than English. This can have the appearance of discrimination. If you use a second language, use it as thoroughly as the primary one /19/2016 Learn English! /19/2016 Most conductors do a TERRIBLE Job Communicating delays and calling ahead to hold Connecting Trains VC line is Late every day - and OC 600 has not alw ays been held - OC line 609 the conductor communication is Terrible! /19/2016 Have a separate w ebsite, brochure, etc for the other languages /19/2016 Too many button hits to buy a ticket. I w as able to buy tickets in Taiw an w ith tw o taps. The machines in Tustin are impossible to read due to glare. non-english speakers w ould have an even w orse time trying to read them /19/2016 Tracks are not clearly marked. Numbers visable by passengers but not new arrivals to the station. Lots of confused riders asking about w hich track is w hicn /19/2016 Better directions about w hich track takes you w here, especially at stations like San Bernardino w here there are multiple options /19/2016 For riders w ho transfer trains it w ould be helpful to have track # posted up on platforms /19/2016 Learn to speak English /19/2016 Communicating route timetable information at the station and platforms are very bad. I've seen elderly people miss or get on the w rong train due to ambiguous or no easily accessible information for elderly people /19/2016 They really should learn English /19/2016 Speak clearly and slow ly... everyone, regardless of language ability, w ill appreciate it /19/2016 It is fine, you can understand w ithout problem /19/2016 Bi-lingual w ebsite? Have the stations be color-coded? /19/2016 Most signs are out at the stations I've stopped at. Extremely hard to hear announcements over the speakers at the statioin. Sometimes the conductors do not speak directly into their mics making it very hard to hear w hat they are saying. some of the train cars speakers are out making it impossible to tell w hat w as said /20/2016 More signs at union station to find train information /20/2016 Ticket machines may be confusing /20/2016 Learn it /20/2016 Providing multi language social media accounts for updates /20/2016 Learn to speak and read english if you are going to w ork and live in an english speaking country /20/2016 More signs w ith instructions. Or a w ebpage they can look up w hen buying the ticket at any station /20/2016 They need to learn English. 78

105 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /20/2016 Including signage w ith arrow s at ALL station platforms indicating the direction the train is going tow ards LA Union and an arrow indicating the direction for the station at the end of that line, I.e., East Ventura. Too many people are confused and can't discern w hich w ay the train they need should be going /20/2016 Should be available in other languages /20/2016 Learn the language /20/2016 more visual signs and information regarding pick up times/locations route and Estimated Time of Arrival via app station information or any delays /20/ /20/2016 learn the ticket options are not clear, I had to be w alked through the process. I have helped others w ho think they have to buy a ticket from every station, track system is not clearly understood; signage for track changes and late trains is not timely (I have been caught on the w rong track, because of BSNF change). Passengers rely on each other for information, because minimal help available /20/2016 It's difficult for them to communicate & understand /20/2016 Based on ridership, there should be information in other languages. That w ould definitely include Spanish, w hich is a very w idely spoken language here in SoCal /20/2016 I think it needs to be easy to find and read or access /20/2016 more non-english signage w ould be good /20/2016 Have some times and location in Spanish, or other languages. The English/Spanish dominance in So Cal is pretty w ell covered by the materials available, but timetables and posted information at stations (that I've seen, anyw ay) tend to be English-only. I'm /20/2016 a little more concerned about accessibility for persons w ith visual or hearing impairments-- announcements are inconsistent or absent at some stations (Anaheim Canyon is one example), and this makes it more difficult for riders, especially if the station isn't patrolled or staffed /20/2016 I had to help a few people at the vending machine, it isn't just English related. More of the fact that the machine is confusing to use. The button react slow ly, and the buttons are not directly lined up close to the option you w ant to select /20/2016 The announcements at the Station Platforms are very difficult to understand due to background noise and from other announcements being said at the same time /20/2016 Display Metrolink information in their language or they can learn English /20/2016 There is alw ays someone they can ask. Commuters are very happy to help new people w ith directions etc. I see it happening everyday. People usually plan ahead and have an idea of w hat to do before they begin their trip. Information should be published in many languages so people can have it w hen they plan a trip. Once in route, people help people get through. Or you can start using electronic signs that give information. Touch screens on the train that w ould provide the information in many languages w ould w ork just like w hen you first start this survey /20/2016 Yes, learn English. But since this is California, people should also speak Spanish /20/2016 There needs to be a w ay to know that w hich train you need is the one you are getting on. A lot of the trains don't have signs on their cars and come w ithin a few minutes of another train. Sometimes I just hope I am on the right on /20/2016 Colors and universal pictures help, I find them helpful w hen I travel outside of the US /20/2016 Your ticket agents could be more friendlier and smile once in a w hile /20/2016 Outreach. Provide Spanish signs and announcements /20/2016 maybe post more signage for them /20/2016 YES YOU ARE TOTALLY IGNORANT and DISRESPECTFUL of non English speakers. at: Your absurd complicated ticket machines Announcements at UNION Station and Platforms are too damm loud, distorted and echos to understand - even in English 79

106 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /20/2016 learn english it is america /20/2016 I'm an English teacher w ith a Masters. The announcements are incomprehensible to me. The train in Upland arrives early and leaves before it w as supposed to arrive! /20/2016 The ticketing machine in Riverside Dow ntow n faces east and makes it nearly impossible to see the screen. Thank God for Security officer Scott. Turn the machine 180 and your good! /20/2016 Other than Union Station signage could be vastly improved. Know ing that stations are not "technically" governed by Metrolink/AMTRAK and re the responsibility of the city they are in- some consistency w ould be useful. The new scrolling signs are an improvement-but some stations (SanClemente) have ZERO signage and others are strangely confusing (MV/LN, Tustin, Anaheim...) /20/2016 Usually there is someone nearby to help them out /20/2016 There is no one to ever assist w ith instructions or tickets at many of the metrolink stops. Its very confusing for first time riders /20/2016 w hat about blind, deaf-mute or dyslexic passengers? /20/2016 Offer station staff help /20/2016 Keep things simple by color coding w ith times of arrival and departures of w hat train to and from /20/2016 Very inaccessible and for people w ho are illiterate or blind you should have a voice prompt. w hy is metrolink so behind the times? /20/2016 post multiple signs for top 3 languages in LA /20/2016 Use symbols. Augmented reality signs! /20/2016 When changes are made, no one know s sometimes /20/2016 I can only imagine how difficulty it is to understand English fluently enough to be able to follow the instructions on the w ebsite. I w ish that the Metrolink w ebsite had more language options for riders w ho are still struggling w ith English /20/2016 Actually, the machines at the station are problematic. They're not all that easy to use and w hen the sun is bright you can't follow the instructions at all /20/2016 Yes, glare at the machines are bad and reading is almost difficult even for those w ho speak English /20/2016 The vending machines are hard for many to understand. At times, riders miss their train due to the long lines at vending machines. The operating systems are clearly outdated. Touch screens w it the ability to scroll w ould be optimal along w ith the ability to chose a language /20/2016 Station signage needs to be more prevalent. The w hole "Track 1/Track 2" is useless if all people know is their destination city or w hich direction they're going. Digital signage that can adapt to changes and explain those changes w ould benefit more first-time riders /20/2016 They should learn ENGLISH!!! This is America /20/2016 good /20/2016 Train your conductors to speak slow ly and clearly. Too many of them mumble and race through the announcements. For those w ho are traveling from other countries, it is hard to understand the "young" conductors that think its funny to make announcements that no one can understand /20/2016 Learn English /20/2016 Nothing is Easy w ith metro link no matter w hich language to speak especially if English is not your first language. Signage is terrible. Announcements are better now than they w ere A year ago w hen I complained about them before /20/2016 Have the information available in other languages /20/2016 Other riders are alw ays eager to help /20/2016 It is not clear anyw here on the platform that you need a ticket to board the train /20/2016 Yeah, learn the language! 80

107 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /20/2016 Your old ticket machines at the Orange station are too complicated and are often out of order. That's w hy I stopped using Metrolink. Being able to purchase and print out a ticket at home w ould be excellent /20/2016 There is NO information given via announcements on/at the platform or train. They keep passengers very ill informed as to w hat is really occurring /20/2016 Yes, take metro rail instead /20/2016 Find some other w ay to travel. Not due to the language, but the poor system involved /20/2016 I think all signs should be easier for ALL riders to read. How about a sign that lists the specific times the trains w ill arrive/depart from each station on a daily basis. People w ho don't usually ride are often confused. A large sign placed on each side of the tracks w ould be great! /20/ /20/2016 Metrolink currently does a good job. Been riding daily for 15 years and have seen very few foreign speaking persons w ho w ere not assisted by existing signage, staff or fellow passengers. They do not understand how to operate the Ticket Vending Machines. There are times w hen people have help up the lines for min because they are clueless /20/2016 Simplify! Clarify! Don't make assumptions! /20/2016 I w ork at the ARTIC station and the TVM here is old, outdated and very hard for guests to use. They do not understand all of the steps and buttons on the right and left /20/2016 Perhaps provide an option for audio translator for anyone that did not understand the current default and that w ould include sign language and audio for the hard of hearing people /20/2016 You're in America. Learn English /20/2016 Easy-to-understand pictorial signs /20/2016 Why is MetroLink so expensive? it's just as expensive as AmTrak. Are there any plans to low er the ridership fees?? /20/2016 Learn English or have someone translate /20/2016 Make the information Accurate! /20/2016 TVMs should offer more language choices /20/2016 Have a phone number posted on the train to request for a translator /20/2016 Even that I speak English, sometimes your announcements are difficult or w e are given misinformation. Go to this track, oh no over to this track /20/2016 Better signage along the w ay and at each decision point...and better lighting at night in parking area in San Bernadino /20/ /20/ /20/ /20/ /20/2016 Tell them to learn English! Currently, I'd think they'd have a hard time, since most info is English-only. Would be good to have a feature/w ebsite/phone # that allow s non-english speakers to navigate the Metrolink system. Find some one w ith kind eyes and a smile as you approach! Try to learn the basics...they w ill usually get you through. I actually dow ngraded the station agents one only because they never seem to know w hat's going on w ith train delays, etc. Because our transit system differs from the systems in other large metro areas, it may be difficult for riders w ho don't speak English very w ell to understand the connection (or lack of connection) betw een the passes used for Metro trains and buses and Metrolink trains. 81

108 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /20/2016 For all riders, including those fluent in English: Info is hard to understand. For instance, there are announcements proclaiming train xyz w ill arrive in four minutes, w hen indeed it is caught in train congestion or has some other problem and is w ay more than 4 minutes late. Would it be possible to have a system similar to ScotRail w ith TV-style monitors so that trains are listed in expected order of arrival, w hen scheduled, w hen expected, and w here they are going? It is common to see northbound OC Line customers detraining at Orange because they thought the train w as going to Riverside and they w anted to go to Fullerton. Another problem is the northbound trains w hich terminate at Fullerton. It is fairly common to see customers bound for Union Station w ho don't know the train is terminating at Fullerton and that their MetroLink ticket can't be used on the Amtrak coming along in less than an hour destined for Union Station. Things are a bit better than they used to be w ith larger type face on moving signage and more audio announcements, confusing though they are frequently /20/2016 More pictures and more languages in signs. Quiet car is not clear for them. Station stops are very difficult. Scrolling signs in the cars identifying stops could help those people as w ell as the ones w ho just don't pay attention /20/2016 Having information desk at Union station in different languages, Maybe have phone numbers available to speak to people in a select language. Have the metrolink w ebsite available in different languages /20/2016 I teach ESL, so I notice that the procedure for buying a ticket is many steps and complicated for LEP people. Also, there is usually so much glare on the existing Metrolink ticket machine screens that it's very hard to read, for anyone /20/2016 I think the signage could be much simpler and better, especially at Union Station /20/2016 I do think your information is easy enough to understand regardless of the language there are enough signs every w here /20/2016 yeahe they can go back to their ow n country /20/2016 Dont take train /20/2016 Most I've seen only have cash to pay for tickets /20/2016 Learn English!!! Why do w e have to have announcements in Spanish? /20/2016 Cash needs to be accepted! Foreigners get cash! /20/2016 too bad this is America! /20/2016 They alw ays speak on the phone at train. But I cant hear anythings? w hat did they said? I w as bored to ask them and people, w hat did they said? etc... I dont like it. They should set up the sign or TV screen on the Train? w hat did they said? I can read it on thetrain? They alw ays speak on the phone at the Train all times. I saw it. It is not fair. Becuase I am deaf. Sad!... I asked employee man at the Train about it. they are very nice of me. that s all... Thank you /20/2016 Learn English - our national language. If you don't know it, ask for help from someone w ho know s your language and English /20/2016 More symbols instead of w ords /20/2016 Really /20/ /20/2016 They're alw ays been very polite and asked w ho ever w as around them for help. Even people that are fluent in English still ask if they're on he w rong train. It's just scary to get on the w rong one. Announcements (the quality of sound over intercoms and loudspeakers) and signage (clarity of directions) could be better /20/2016 USA must remain all English language /20/2016 Learn the English language /20/2016 They should learn English just like I did!!! /20/2016 yeah.. taking out the cash option effects them disproportionally.. 82

109 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /20/2016 The vending machines are w eird and difficult, cumbersome and slow to navigate for a native English speaker w ho has travelled all over the w orld using public transportation. I can only imagine how much more difficult for someone w ho can't read the fine print /20/2016 Their best hope is to talk to a human. Sometimes I give advice to first time riders -- it's not a language issue, it's a complexity issue and (in our station) deciding betw een a Metrolink, Amtrak or Coaster station /20/2016 Having ridden trains in other countries, it is difficult, especially as they announce the station names in another language. I usually count stations to know w hen to get off /20/2016 Hopefully you have a few conductors that speak Spanish /20/2016 Not specific to English (or to the topic at hand), but a general comment: Platform announcements at LA Union Station are unintelligible, thus virtually useless; announcements on the train are understandable, but rarely provide timely information during service disruptions /20/2016 start using english only for info /20/2016 They are smart enough to figure it out. Riding Metrolink is not rocket science /20/2016 If they can't get something in their ow n langauge; then use Google translate or another translation service /20/2016 learn english /20/2016 learn the language /20/2016 Good luck /20/2016 Learn English /20/2016 In areas that are highly populated w ith people w ho speak other languages besodes English I w ould suggest hiring someone to direct traffic. I am bilingual and help some non English speaking riders w hen the transit employees cannot help /20/2016 Become proficient in English! /20/2016 Yea. Your in America. Learn to speak and understand English /20/2016 It's America. Welcome, but learn the language. Do not plaster the signage w ith 14 different languages, even if it is California /20/2016 learn English /20/2016 every train station should have a more thorough silent radio station to view as European stations do /20/2016 Learn how to speak & read English /20/2016 More signage and instructions to use vending machines should be visibly posted /20/2016 Get better translators /20/2016 Depends on survey results - I imagine Spanish may be needed; other languages I don't know /20/2016 Yes, you need to develop ticket vending machines that have multiple languages on them. Check w ith the Sw iss or Europeans on how to initiate such systems /20/2016 Improve language support! /20/2016 There is a lot of friction in the system for riders w ho don't speak english very w ell. Signage fonts need to be bigger, the many buttons on the existing TVMs need to be eliminated, radios on the trains need to be upgraded (due to interference) /20/2016 Maybe they should have someone w ith them w ho speaks fluent English. Establish signs and announcments in their language /20/2016 For everyone--the announcements echo at Union Station & I can't understand much of w hat is said /20/2016 Yes - I help many of these non-native speakers as I speak tw o other languages and am familiar w ith Metrolink. Use more pictures /20/2016 You should make an effort to provide information in other languages - especially Spanish 83

110 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /20/2016 I think the biggest challenge Metrolink has is there is no consistency w ith communication. My station has no PA announcements anymore, w here some stations do. Some conductors are fantastic in making announcements, w hile others do not make any or speak w ay too fast. There is no consistency from train to train or station to station. This is confusing to riders, especially those w ho do not speak English /20/2016 Information booths /20/2016 Change schedule through announcement, can't here it /20/2016 More signs in different languages, use of graphics/pictures to simplify /20/2016 Information not alw ays timely at stations. Sometimes trains come in on different track than scheduled but don't w ait long enough for riders to cross over /20/2016 learn english /20/2016 Well, I suppose if they're shortcomings (esp. Spanish announcements) that they be fixed and more added. I mostly ride Metro and they have a lot of Spanish announcements /20/2016 Study, study, study! To become successful in your adopted country you MUST do w hat my grandparents did w hen they arrived in America w ithout know ing a single w ord of English. They LEARNED it. They didn't demand that the country accommodate their tongue, but they respected the tongue of their new surrogate country, GRATEFULLY /20/2016 We live in America, they should learn to speak English. I tried to help people use the vending machines, but it is so infuriating w hen they can't speak English /20/2016 Use other languages /20/2016 Add announcements in the cars in different languages if possible /20/2016 Purchase tickets and information from guard/ticket collector on the train, many foreign tourists use the Metrolink and often find it using the trains/ticketing confusing /20/2016 there is no info for these people. We're alw ays asked at the station by non English speaking people w ho don't understand the machines /20/2016 Learn to speak English if you live in the USA!! /20/2016 They should assimilate to this country and become Americans. That includes speaking English. In the mean time, perhaps metrolink can use easily recognizable symbols like many airports do /20/2016 Have computer language assistance Ask your conductors to pay close attention tow ards the passengers w ho speaks loudly in quite cars, and put legs on the seats. Lastly, please provide direct number (or some w ay) to text /20/2016 conductors in the train. This helps w hen w e encounter a hard passenger w ho ignores all your announcements /20/2016 Why don't you use universally understood signs and comply w ith the law by depicting w hat's required in the languages required /20/2016 Metrolink Vending Machines at Oceanside Transit Center do are sparse and do not w ork w ell /20/2016 Learn to speak English /20/2016 You should get feedback from feedback from riders w ho do not speak English very w ell. This survey question is horrible /20/2016 I have helped a couple of non-english speaking riders purchase a ticket due to language barrier /20/2016 Learn English! /20/2016 They should learn to speak and read English /20/2016 Most of the riders w ho do not speak English w ell speak Spanish and since all of the announcements are in English, as w ell as Spanish, there should not be a severe problem /20/2016 I've seen a lot of riders w ho doesn't speak english and are violators of the quiet car. So I w ould like the info for the quiet car to be also in spanish /20/2016 Maybe more signs in their language /20/2016 I had a hard time the first time using the machine and English is my first language. 84

111 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /20/2016 I THINK IT IS GREAT THAT THE INSTRUCTION COME IN ALL LANGUAGES. BUT I HAVE A PROBLEM WITH THE CONSTRUCTION THAT IS GOING ON IN LA UNION STATION. THERE NEEDS TO BE CLEAR SIGNS TO THE DIRECTIONS TO WHERE THE BUS STATIONS RELOCATIONS ARE /20/2016 As long as you know the times for your train and how to read signs, you w ill do fine. If not, its best to bring an English-speaking companion /21/2016 There are no someone like a concierge w ho can give assistance. It w ill take a brave person or a know ledgeable one to ride it /21/ /21/2016 I think the ticket vending machines could be more clear. The one I used last w eek told me that there w ere no trains going w here I needed to go w ithin the next three hours, w hen clearly there w ere (and in fact, I bought a ticket and got on). I understand that I got the message probably because my trip w as going to take a long time, but if I hadn't been a long time rider w ho trusted my instincts over w hat the ticket machine w as saying, I w ould probably have not bought a ticket and w ould have still been standing there scratching my head w hen the train pulled out of the station. IF YOU DONT SPEAK AND READ ENGLISH AT MOST STATIONS YOU ARE OUT OF LUCK. IT IS IMPOSSIBLE FOR THEM TO DETERMINE INFORMATION /21/2016 other language literature and announcements are necessary /21/2016 Additional languages on the ticket machines w ill be great /21/2016 Lord Help You All. Amen /21/2016 Metrolink should give them free rides back to their country /21/2016 Perhaps make some key information (i.e. location of restrooms, w here the ticket w indow is in the station) on signs more iconic and/or larger so that they're quickly identifiable to anyone, regardless of w hich language(s) they speak /21/2016 Provide mobile app in their native language or provide translator app for them. Maybe offer classes or w eb videos w ith instructions in their native language providing instructions /21/2016 Not enough information for non speaking English /21/2016 I try & help but...? /21/2016 learn english, this is america /21/2016 Get help from someone or bring someone w ho can explain and answ er their questions and help them. Or possibly use the Metrolink phone the station to call for help in their ow n language /21/2016 They need to learn English, it is the USA after all! /21/2016 You're on your ow n, few people w ill help you until it's too late. If you don't hurry for a connection to union station trains, they w on't w ait for you. even if your train is late /21/2016 CHOOSE SPANISH AND AN ASIAN LANGUAGE /21/2016 Speak a little slow er - an extra pause after a sentence, to let things process could be helpful to many /21/2016 Some signs are only in Spanish. I never saw one sign on the trains for Patasuars Plaza being closed in English. In the station tow ards the plaza, yes, but on a train, no /21/2016 Hope you make alot of cash. Otherw ise metrolink can do w ithout you. Taxpayer subsidies are easier and cleaner. You tell me...get alot of tagolog survey responses? /21/2016 Its hard to hear announcements over the intercom/pa /21/2016 Good luck /21/2016 Billboards in their languages like how the Metro Red Line has on their trains /21/2016 Maybe the ticket machines should have multiple languages like some subw ay machines in Paris, France /21/2016 YOU ARE IN AMERICA NOW LEARN THE LANGUAGE. THIS IS NOT MEXICO IT IS THE UNITED STATES OF AMERICA. WHEN WE TRAVEL OVERSEAS WE ARE EXPECTED TO KNOW THE LANGUAGE IT SHOULD BE THE SAME HERE! 85

112 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /21/2016 Metrolink information should be more visual and iconic so that not only foreigners but illiterate Americans w ill be better assisted /21/2016 make sure signs are made to meet the needs of all travelers. Spanish, Tagalog, Chinese, Japanese etc /21/2016 Have someone available to assist those w ho do not speak English /21/2016 Do you provide instructions in Spanish? /21/2016 Make the machine simple to use. The person w ho designed the current one did not know w hat he w as doing /21/2016 Do something similar to Disneyland or even Metro by having translated information abroad trains /21/2016 Learn the language. We are in America /21/2016 Alw ays helping out elderly and non tech savvy riders. I know it took me a w hile to figure it out but if you are in a hurry you w ill for sure miss the train if you don't know w hat you are doing /21/2016 Learn to speak english /21/2016 They should learn English. At least the basics. Its enough w ork and annoyance trying to understand and hear the English ones /21/2016 Learn English /21/2016 The ticket machines are difficult to follow if you're not used to them /21/2016 Not multicultural friendly /21/2016 Station announcements are unintelligible in most locations, for most people at all station I use and station signage is a joke /21/2016 Signs should only be in English. Adding another language make it to difficult to read /21/2016 More station signage in other languages, and pre-recorded messages w ould be helpful /21/2016 learn english /21/2016 Most non-english speakers are often confused and they have asked me for help several times /21/2016 Things like the Quiet car sign on quiet car should be in Spanish, not sure if it is but instructions on vending machines should have an option for Spanish. I have helped people w ho speak Spanish purchase tickets as they have a hard time follow ing the instructions in English /21/2016 Spanish is a must /21/ or 2 w ord instructions, intuitive w orkflow s, language selection option (like ATMs). Much better signage for tracks. Train number on front of train so it can be easily seen w hen arriving at station. Just look at how Europe does it /21/2016 Should take a page from San Francisco's MUNI and BART and have signage in more than just English and Spanish. There's a fair number of Vietnamese, Mandarin, and Tagalog speakers that rely on Metrolink /21/2016 People are alw ays asking for help /21/2016 I think it might be difficult for them to understand. The system is somew hat confusing w hen first used, even if one speaks English w ell. And, if one is not follow ing Tw itter or Facebook, there is no information at the stations about delays or cancellations /21/2016 The phone system should not be voice command it picks up all background noise and many people call from a station w here there is noise /21/2016 Don't understand w hy, w ith a monthly pass bought via the app - you have to activate for each ride /21/2016 Learn English /21/2016 You should have metrolink personnel available at the station /21/2016 Learn the language /21/2016 Announcements on trains are often muffled. 86

113 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /21/2016 Announcements on platforms at Union Station are impossible to hear even for native speakers w ith good hearing. All critical info should be posted on "radio signs" /21/2016 That shouldn't matter! /21/2016 Tell them to learn English its w hat w e speak in the US /21/2016 Big signs should be up at stations stating that tickets are not sold aboard the train. Learn to understand English, even if you don't speak it w ell. Provide your timetable booklets in /21/2016 various languages w ith the English translation. P. S. I love Metrolink /21/2016 Use pictures to show w hat to do or how to ride. Take a lession from the instructions in IKEA furniture: They are mostly done in picture/cartoon /21/2016 Learn /21/2016 Ticket operators should know a second language and signage should include the major languages of the people w ho live in service area /21/2016 If Metrolink drivers can speak to them in their language w ell so they do not feel uncomfortable /21/2016 Make the info more graphic (cartoon-type pictures) so you don't have to w rite it on a sign in 16 different languages! /21/2016 Learn to speak English, this is w ere they live /21/2016 the more languages on the mobile app the better /21/2016 Multiple language information or electronic instructions in the vending machine /21/2016 Learn English /21/2016 There is normally no agent or staff member for these riders to request info from /21/2016 This country is English based! When travelling to other areas they expect you to know the language! /22/2016 I think Metrolink should provide information in English and Spanish, at the least, w henever possible /22/2016 Use pictures and symbols /22/2016 It must be very difficult for them as w ell as for some riders w ith disabilities /22/2016 Learn English? /22/2016 Limited signage/information, needs to be expounded to include other languages. Should have more employees in the red coats at the station w ho are bilingual /22/2016 Suggest they take an English class or bring someone w ith them w ho does /22/2016 I feel as though these people have very limited options. A few months ago, I w as about to head home from the Tustin station, and an asian man w ho spoke little English w as having difficulty finding out w here to go. Not because he couldn't find his train, but because the train had malfunctioned and he needed to take a train to his destination. It w as a lengthy and difficult process to help him find out w hat he had to do since he w as confused and didnt speak English very w ell. The process for such people, and instructions under such predicaments should be made easier w hether you speak English or not /22/2016 Yes, I w ould encourage riders to learn and master the English language /22/2016 Metrolink needs to improve its vending machines. It is not easy to follow /23/2016 Electronic signs INSIDE trains displaying station name on approach w ould greatly help those w ith limited English. The station name is the constant in any language. That's all even foreign tourists ask for. It w ould also help ALL of us w ho speak English very w ell to have INSIDE electronic info signs /23/2016 They usually ask me for help if they see me w alking by and i help them. 87

114 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /23/2016 I truly hope you do not get rid of the the ability to pay cash for tickets at the station. You really did me a great disservice w hen you got rid of the 10-trip tickets. I used them almost exclusively until you stopped issuing and honoring them. Some of us do not have the luxury to have money sitting in our checking account and need the ability to pay cash /23/2016 sometimes are not clear even for Spanish people, suggest bilingual conductors, I'm volunteering myself to revise all signage in Spanish and help in sort of w ay to provide my number for any Spanish people that has a question or text /23/2016 Try to learn enough English to maneuver the train station /23/2016 Yes, learn English /23/2016 How about blind people at stations? No information is given on track changes. Almost missed train w hen test train w as on w hat w as normal track and actual train w as moved. No information w as given on message board or w as there anyone from metro link to ask /23/2016 The riders w hose English is not w ell should ask for help if they have a difficult time understanding something in English /24/2016 yes they should speak in spanich and say in spanish /24/2016 How about a light built into the route map inside the train that lights up w hen you arrive at that station? /24/2016 n.a /24/2016 Signs w ith universal symbols w ould be helpful to those w ho do not speak English /25/2016 Per title VI, they should be entitled to have language assistance in one form or another. The TMVs should have easily accessible menus for non-english speakers (I'm not sure if this is already available). Technical/Sales support in all applicable languages should also be available should LEP riders require assistance /25/2016 Go to school and learn English. And w hoever w rote the question for 16 should have re-thought that one. lol /25/2016 I think most Spanish speaking riders use cash because they prefer that option instead of their card. With cash they know w here their money is going and how much he or she spends. With card you lose that sensibility because it just looks like numbers and has a certain disconnection /25/2016 inadequate to non-existent. creates a hardship. w hen I travel in Europe, it is much easier /25/2016 It makes more personal if it is in Spanish /26/2016 More pictures, make it simple. Put electronic signs show ing next stop on trains /26/2016 Since most So cal is Spanish, post everything in Spanish as w ell as English /26/2016 Well I already see bilingual notifications continue them /26/2016 Make sure to have materials in the other mostly used languages in Los Angeles, especially Spanish. Have the people making announcements, say them in spanish as w ell as english /27/2016 Yes, they should learn the language /27/2016 Learn English /27/2016 Probably tougher for them at unmaned stations /27/2016 When faced w ith changes/delays I had no idea w hat w as going on-i'm sure that w ould be a nightmare for non-english speakers /27/2016 Prefer Metrolink not invest resources tow ards publishing information in other languages. Also don't like hearing PA announcements in Spanish on the train. All information should be disseminated in English only /28/2016 There need to be info cards in other languages for those w ho aren't fluent in English /28/2016 Many of us w ho ride regularly are familiar w ith the system, and are more than happy to help you out if you have questions, so don't be afraid to ask! 88

115 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /28/2016 You need an easier w ay to explain w here the train is going /28/2016 Often on the train cars the announcements are unclear, or the speakers in some cars are not w orking. This can be difficult for non-english speaking riders /28/2016 There's no one available to assist them /28/2016 Google can translate English in any language online and I don't see that on your w ebsite /28/2016 Please provide live staff, preferably bilingual. LA gets many tourists, w ho often come from other countries w here public transportation is common. How ever, in my foreign travels I have never seen a train system that is completely unstaffed at the station /29/2016 If trains are running very late, it could be hard for non-native speakers to distinguish betw een trains going from Santa Ana to LA or to the IE. Since Metrolink is finally looking into making these changes, please look into how ticket vending machines operate in Japan. They are customer-oriented and easy to use, w hich means shorter w ait times in line and less frustration. Prices are clearly listed beforehand rather than at the end before payment. A common problem is people did not know the correct price until the last minute, causing frustration from them and others in line w ho had to w ait for them to rummage for an extra dollar. There are many other problems w hich there is no space here to elaborate on. I w ould advise Metrolink to research train systems in Europe and Japan, since they are know n for /29/2016 their efficiency. Thank you. ^ ^ /31/2016 Pamphlets w ith information are very convenient and easy to locate. They could place alternative language materials at the car entrances in the plastic holders w here the new sletter and timetables are featured /01/2016 Signs need to be in English only or in multiple languages. Please don't favor one non-english language over another /01/2016 Learn English enough to ride the train /01/2016 Provide pamphlets or directions in multiple languages. We are a huge melting pot. There w ill alw ays be people w ho do not speak english and also languages other than spanish. They should be able to choose a language and get service in that language. It's not like they are going to learn the rest of their english right there and then. Just provide basic directions in multiple languages at kiosks and on trains. Or have a board that communicates in each language once selected on and off train /03/2016 Deaf as I am can't hear the announcements from station or inside trains, better to use board that show s next stops in English/foreign languages in all cars /04/2016 Learn as much as you English as you can. You chose to come here you have to w ork to earn acceptance /04/2016 Keep English as primary language /04/2016 Signage is terrible. Even for English speakers. First time riders are lost at the station. Many signs are faded or dont make any sense. Track 1 or track 2 does not make any sense. Better to have arrow s or other graphic info show ing w hich side a person should expect their train. Also, Amtrak partnerships are also confusing /04/2016 Maybe provide the information in other languages /04/2016 I can see how it w ould be difficult if a person had limited english /04/2016 Add Spanish as a language option to the ticketing machines /04/2016 The non-english speaking rides are mostly likely to be metrolink vending machine cash only customers. They are also the least likely to fill out this survey /04/2016 Need information posted as to how to read the schedule timetable /04/2016 Maybe add 2d barcodes that bring up page on w eb in different languages /04/2016 I have had older people w ho speak spanish only ask me "w hat stop are w e at?" Or "w here does this take me?". Not that I mind helping, yet I'd suggest that maybe you can have an information desk w here bilingual employees can help. 89

116 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /04/2016 If they reside here in the United States they should learn English. The Spanish announcements are extremely liud on train, louder than the English. The Spanish are not deaf, it should not be any louder than English. When w e go to other countries w e have to use their language, it should be the same w hen people come to the United States of America /04/2016 The fact that information regarding upcoming changes w as provided ONLY in English further discourages participation/understanding by non-english speaking customers /04/2016 Yeah.good luck w ith this company.ive already filed various discrimination and fraud complaints w ith doj about this company /04/2016 Better picture map /04/2016 Very confusing at sometimes to understand the announcement /04/2016 Even for those of us to speak English, the communication around late trains, delays is non-existent or grossly delayed. English is not the problem. Timely information is /04/2016 As I'm unfortunately not bilingual, I can't really confirm how easy or difficult the information presented to others w ho don't speak/read English as their first language is to digest. From w hat I've noticed, though, multilingual resources offered to those individuals appears to do a w onderful job in encompassing the language barrier and to ensure ease of legibility for those persons /04/2016 Yeah put advertising in Spanish /04/2016 A quick one pager pamphlet w ith key info in different languages may b handy /04/2016 Relate better route information for them. I often see them clueless on w here they are going and w hat trains to take /04/2016 Good /04/2016 Map board in different languages /04/2016 Sometimes aren't able to use the ticket machines effectively /04/2016 Should not be loud speaker announcements in any other language but English. May consider installing scrolling signage to announce upcoming station stops as w ell /04/2016 It is hard to find platform information-east bound or w est bound. It w ould be nice to have arrow sign. I get asked this question from others. It seems hard for them to figure it out /04/2016 We should accommodate as much as possible /04/2016 Only that english is our national language and everyone should have a basic understanding /04/2016 Automated station announcements should be provided in multiple languages. In Europe, most trains announce upcoming stations in various languages. The technology exists & w ould be helpful to limited English passengers. Conductor announcements of upcoming stations are often not audible or consistent /04/2016 I speak/understand English very w ell, but someone w ho does not understand the language fluently w ould go through hell trying to get to their destination. This is w hy a vast majority of your riders are either English-speaking, or received assistance from someone they knew w hen first riding metrolink /04/ /04/2016 Spanish is my first language and also the language that is used the most along w ith English. I think metrolink should incorporate more languages into the information systems. I've had people ask me questions before w hen they didn't know or understand something /04/2016 It's printed in enough languages /04/2016 Hard to navigate mobile w ebsite... hard to find navigation menu almost seems hidden. Should have quick links on home page /04/2016 Get educated and it w ill make life easier /04/2016 See above. You need more signage at eye level for better comprehension. 90

117 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /04/2016 The speakers on trains are w ay too loud /04/2016 Seems like there are alw ays plenty of options /04/2016 More signs should be translated into other languages, especially into Spanish as it is done on the LA Metro /04/2016 ask anyone on the train. they are alw ays helpful /04/2016 I believe this w ould be an incredibly hard system to figure out. In fact, I end up playing the "train guide" to several English and Spanish speakers each month /04/2016 common languages (no English) should be posted at train stations for instructional purpose /04/2016 Hopefully there w ill be more people and signs in spanish and other languages for these people to understand /04/2016 Learn English - w hen in Rome do as the Romans! /04/2016 Learn English /04/2016 I don't feel changes are communicated to these passengers w ell enough /04/2016 It may be difficult for them to read timetables and maps; it is probably difficult to hear the announcements at stations' platforms /04/2016 Online options? /04/2016 Provide information in other languages /04/2016 They should be able to understand signs or symbols. Other countries do this, such as Japan or Singapore /04/2016 Do not rely on automation or robo information lines or w ebsites /04/2016 Good luck /04/2016 the current ticket vending is very difficult - a map to press on w ith routes and stops w ould help w alk through it /04/2016 It w ould be nice to have a reader board like flights have... show ing train numbers locations cancels, delays, updates etc /04/2016 Increase aw areness of any fare changes because they are more than likely don't have access to internet, cell phone, credit, etc /04/2016 Learn english you are in america /04/2016 Get a translation app on your mobile device /04/2016 Not enough signage visible w ith track and train destination /04/2016 Unless TVMs are going to have prompts in all popular languages for the SoCal region, it may be w ise to have an attendant at every station, at least during the day /04/2016 Unsure /05/2016 only inappropriate jokes, so no comments /05/2016 Needs to be easier, often asked train destination /05/2016 Use the map on your smartphone to direct your travels /05/2016 More signs /05/2016 I find that they're often confused about w here they are, w here they're going and how to get there /05/2016 They seem to look for nearby native speakers to help them get w here they're going /05/2016 Provide online, electronic, and printed options w ith basic Metrolink information provided in the most common foreign languages. I am not certain the cost implications associated w ith this next recommendation but I w ould also consider staffing a call center w ith multilingual representatives w ho are able to provide information to non English speakers and w ho can be accessed from an 800 number (or through a telephone at a help desk in the train stations). 91

118 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /05/2016 This is the United States and English is the language w e speak. People need to stop being lazy and learn to speak and read English /05/2016 Learn English. It really helps /05/2016 For any transition period, an agent or clear signage may be needed to provide instructions to riders not familiar w ith the new procedure /05/2016 Look at European signage examples for international inspiration. Suggest alternative w ays to convey information instead of the w ritten w ord (icons, etc) /05/2016 The security personnel do a great job assisting passengers even though it's not expected /05/2016 Go back to school and learn English /05/2016 Dont ask commuters, ask the metro employees /05/2016 Labeling of the quiet car could be improved, something more obvious. The scrolling sign in the w indow can be difficult to read /06/2016 Have appropriate sign or instruction so people are not lost w hen they are using the system. Maps and timetable may not be obvious to travellers as they often ask others about the direction /06/2016 Spanish language w ritten materials and announcements w ill help Hispanic populations /08/2016 The best w ay to get answ ers is ask an attendant for help. I almost missed my train because the ticket vending machine instructions w ere not clear at all. I can only imagine how someone w ith limited English w ill be able to figure it out /09/2016 Maybe have all signage in the top three major languages of the area. English, Spanish, Korean or Vietnamese. Also perhaps the conductors could repeat messages in Spanish like they do in the automated messages on the LA metro trains /09/2016 signs are confusing, Spanish may help /10/2016 Have more flyers and information in Spanish. Also the speakers /10/2016 I typically ride in the "Quiet Car" and several times a w eek a non-english speaking rider w ill start up a loud conversation (either on their cell phone or w ith a fellow rider) and w hen I attempt to point out the "Quiet" signs at either end of the car, they claim they don't understand English. Although the picture itself should be fairly self explanatory it w ould be nice if the "Quiet Car" signs w ere larger and in additional languages /10/2016 Use more pictures - screen shots on info boards /10/2016 Yes. All riders should be able to understand basic English. Metro should not spend it's limited funds on bilingual signage, schedules, etc /10/2016 Learn the language of the country you are in /11/2016 Metrolink should find a w ay to better communicate w ith travelers w ho do not speak English. Often, the PA systems do not w ork w ell and even those individuals w ho do understand English cannot understand w hat is being said. 92

119 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /12/2016 SIMPLE, LEARN ENGLISH /14/2016 LEARN ENGLISH!! WHY DID/DO YOU COME HERE AND EXPECT US TO LEARN YOUR LANGUAGE???? WE DIDN'T GO TO YOUR COUNTRY. YOU CAME HERE AND WE SPEAK ENGLISH, THE CONSTITUTIONAL LANGUAGE OF THIS COUNTRY. IF YOU DON'T LIKE IT, THEN GET OUT!!!!!!!!! /14/2016 I do not have any comments /16/2016 For those that are not proficient in the English language, try pictures. A picture is w ord a thousand w ords /17/2016 good luck /18/2016 I've never noticed anyone having difficulty due to language. Problems usually related to the machines being clunky or broken, or just general confusion about how to ride a train /18/2016 Not sure w hy this should be a concern of Metrolink. It's impossible to post announcements in 11 languages. I w ould not w ant to see a portion of Metrolinks budget geared tow ards providing/printing information in 11 languages /19/2016 Perhaps having more maps posted, w ith the stops detailed w ith w hat landmarks are near by w ould be helpful /19/2016 Interesting that w e only have option for easy and difficult. There are clear deficiencies on each item in the previous survey question /19/2016 Yes. On the tracks especially the signage is so poor. I am alw ays fielding inquiries from those not sure w hich train this is. Everyday it's the same thing, "What train is this? Does this go to San Bernardino? Does this go to Fullerton?" I do not know w hat the solution is because you do change tracks for routes on short notice. It does help having MetroLink staff standing at entrances to gate tracks, but they are not at every gate. What about considering using the old t-p signs that w ere once used outside restaurants to advertise specials? It w ould mean someone w ould have to be responsible for putting them out and taking them dow n at the end of the day. The signage is extremely poor. Any w ay that more electronic bulletin boards could be installed at the entrances/exits to tracks -- as you climb the stairs or w alk dow n the incline to offer electronic bulletin boards there? Just ideas/suggestions /21/2016 Many people have difficulty w ith the current ticket machines, mostly due to sun glare or the angle of the screens from eye level. The buttons are not clearly aligned w ith the screens. the processing time is too long w hen a line is w aiting and new patrons are struggling w ith the machines. I've helped quite a few people in Oceanside. The platforms do not have very clear signage, often people don't know w here to go w hen w e arrive at the station, many don't notice the stairs and ramps to the main station platform and pick-up zone /22/2016 The current vending machines make it difficult for people w ho do not know English to buy passes since there seems to be no option to use other languages to purchase tickets. 93

120 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /22/2016 Have Metrolink ambassadors available on site to answ ers questions /23/2016 i w ould say difficult as there are only usually for spanish, but not all the other languages here in So Cal /23/2016 The current machines are hard enough to understand even though I speak English natively, so for non-english speakers, I imagine it w ould be even more difficult. I've helped many people at my station purchase tickets because they could not understand how to use the machines. It w ould help to have brighter, user-friendly screens. Some machines are impossible to use w hen the /24/2016 sun hits them because they turn dim. I have perfect vision and I've had to position my face to the screen to be able to see (others couldn't see even w ith their faces stuck to the screen) /24/2016 You need to make it clear in the signage of the platform w hen or w hich trains are coming and going. At ARTIC, they only have it for AMTRAK rides but no status updates for Metrolink trains /26/2016 It is difficult for English speakers to follow your instructions; can only imagine w hat non-english speakers face /26/2016 I believe that should have announcements and print materials in other languages as w ell /27/2016 Learn English /27/2016 Learn English if you are going to live in the U.S /31/2016 If you are here, might as w ell try to learn the language. It w ill expand your w orking opportunities. Almost every time I ride, someone asks me "w here is this train going"? I tell them to see the platform numbers,( w hich are hard to see, they are up too high) I ask them w here they are going,(in my street slang spanish) and point /01/2016 them in the right direction. You're signs could be better /01/2016 N/A /01/2016 They should learn English. Announcements are only made in English on trains and platforms. Other languages should be used as w ell, at least Spanish and depending on the /01/2016 route other languages /01/2016 They need people w ho can help them. I think the vending machine instructions are not easy to use for non English speakers. There are not enough outlets for schedules and maps accessible /01/2016 at the stations /01/2016 Learn English quick /01/2016 See below I help Spanish speak to buy there pass. I don't think they see that Spanish /01/2016 button It's difficult to find someone to assist if you have questions purchasing a /01/2016 ticket through the machine /01/2016 No. Very w ell structured for multiple languages /01/2016 It needs to be easy for everyone. 94

121 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response I think there needs to be more staff and customer service members w ho reflect the community and are able to understand and communicate w ith /01/2016 those w ho do not speak or understand the English language as w ell /01/2016 Some of the machines are hard to use due to lighting /02/2016 LEARN ENGLISH OR DON'T RIDE /02/2016 Need more trains on the Ventura County Line. This is the US and English is the primary language. People w ho live here should know how to read and speak English. It's the same w hen I travel to another country - I learn to read and speak to get by in a non-english speaking country. There a many translation apps now that make it easy to understand other languages (and most every one carries a cell phone these /02/2016 days). I do not think that the information is readily available for people that are not /02/2016 fluent in the English language /02/2016 Make destination more visible on trains /02/2016 I think the signage at the physical station could be more obvious. Even for native English speakers! No sign at the station telling me w hich track Metrolink uses. The TVMs are terrible and slow. Took about 5 minutes to buy one ticket. "Los Angeles" is not one of the destinations; you have to find it under U. That's not intuitive! Why not list it in both places? To top it off, then my train had a "mechanical problem" and couldn't leave. So many /02/2016 problems and you w onder w hy ridership is dow n? There are free classes available to people w ho do not speak English. Perhaps they should enroll in one. Then again, if they're relying on public /03/2016 transport to get to/from those classes, it could prove to be problematic. Some stations need signs specifying w hich direction the train is going to go /03/2016 tow ards LA or aw ay from LA /03/2016 learn the language of w here you have chosen to reside /03/2016 I w ould not change to no cash. Tge foreign visitors w ould be impacted. They just w ant your money so they can sit on their otherw ise unemployable /03/2016 asses and w atch you flounder. Learn English, this is the USA and w e speak and w right in English, you don't /03/2016 like tuff sh... The go back to you home county... Many times I have helped many native English speaking riders lost at the vending/ trains. Confused by the machine and routing info. Can you imagine /03/2016 non-english speaking folks 95

122 Q18. Do you have any comments about Metrolink information for riders w ho do not speak English very w ell? RespondentID StartDate Open-Ended Response /03/2016 They're screw ed /03/2016 No, only that Metrolink's staff are very good about handling every one. Some conductors on Ventura line don't use automated and are very muffled on speakers. Hard of hearing passengers and non native speakers at /03/2016 disadvantage If people are too stupid or lazy to learn English, w hy is that your fault? /03/2016 Everyone understands at least some English /04/2016 Learn English! It's w hat w e speak in the USA I think many non-english speakers, especially the elderly may not have credit /06/2016 card and other cards and mostly operate w ith cash /06/2016 Make visually easier to read for the sight disabled /06/2016 Signs on the train - in each car - need to be accurate!! /06/2016 Improve the clarity of in-station and on-board announcements. Need to distribute survey information in Spanish in person at stations or via /06/2016 Spanish language papers. Yes, they should learn English and assimilate into our community. It /07/2016 increases our costs to print instructions in multiple languages /07/2016 On one occasion, I nearly missed my bus connection from union station due to construction obscuring the pickup area. It w as late at night and the signs w ere not placed guiding people around scaffolding. If I did not know english I may have missed people speculating about the correct pickup area. 96

123 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /19/2016 Bank or grocery store or major retailers /19/2016 Online but it cannot time out expire. I'm concerned w hy the big deal ---- no one ever checks for tickets? I alw ays have phone ready /19/2016 integrate w ith Metro's TAP card /19/2016 Please have a cash option for people w ho don't use credit cards or pre pay cards if anything just take aw ay the change feature and only allow bills. Further more the machines current ticket machines are alw ays in an isolated place w here people w ould be able to hack the machine and steal peoples info they should keep the machines in a w ell it public area so as to improve the safety of the customer. Not everyone uses apps as these can bog dow n phones and are not alw ays ready for use /19/2016 if w e can use a TAP card or load money on to a reloadable card similar to TAP then that w ould be good and convenient for me /19/ /19/ /19/2016 Cash payment options need to be available at all stations w hich operate full time, seven day service. For some of outlying stations on the Ventura and Riverside line w hich operate peak hour service, having to go to an outside location may be OK. If a reload card option is considered Metrolink needs to cover the cost of reloads. They could also partner w ith American Express or one of the reload companies to provide for free cash reloads. For example Walmart offers free cash reloads on the American Express Bluebird product and a joint marketing agreement w ith one of the vendors might w ork - but only if free cash reloads are available at readily available stores (i.e. Walmart). I w ould not recommend reload cards like Netspend or Reload-It because they charge monthly fees. Bluebird does not charge any monthly fees but has the restriction of only allow ing free reloads at Walmart, but there are enough Walmarts in the Metrolink service area. For common pass types, like the Weekend Day Pass, activation cards could be sold at drug stores or convenience stores w hich w ould then print out that day's ticket, and be easy for passengers to understand. Also, using TAP fare credit should strongly be considered. TAP credit can be reloaded throughout LA County and LA County is w here the majority of Metrolink riders have origins or destinations. Add some TAP fare vendors in the other counties. Sell prepaid TAP cards in outside counties (i.e., $20 cards w ith a $1 fee = $19 credit) and passengers can reload the cards w hen they are in LA County w ith cash. This avoids the need for Metrolink to acquire the proprietary and expensive Cubic fare machines. I live in Moreno Valley and it w ould be nice to use that station. I am hopeful you w ill add earlier runs like the San Bernardino line. It w ould be w onderful to have a refillable card like the TAP card that could also be used for the metro lines /19/2016 Don't take cash aw ay just yet please /19/2016 Vending machine, like the ones for lottery tickets or post office /19/2016 The app has been w orking w ell, but ideally, I could use my TAP card to ride. Also this survey assumes I'm a day commuter, w hich kind of tells me w here I am on your priorities /19/2016 mobile app seems to w ork w ell - Good job /19/2016 I think that the metrolink station should think about doing something like the tap card but for trains. Let the tap machines be outside of station /19/2016 Like to use Apple Pay or Corporate Quick Card for Metrolink App. Would like Metrolink app to w ork w ith Metro station readers (w ould be a huge plus) /19/2016 Mobile app or online /19/2016 Nothing. On a different note, I w ould like the mobile app to be compatible w ith the light rail turnstiles so I can start to use the mobile app instead of the paper ticket. 97

124 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /19/2016 Being back the 10 trip pass! /19/2016 Love the corporate card /19/2016 I w ould pay via app if there w as a w ay to still ride Metro /19/2016 Round trip for a future date via the mobile app /19/2016 I think the fares could be low ered and have a better w ay for them to be validated so less people free load /19/2016 Thanks for creating the mobile app! /19/2016 I'd love to use the phone app. It's currently cheaper to buy a ticket w ith Metro access included than it is to use the app and then have to pay additionally to take the Metro. Waiting for the Fall for this to happen. Then I'll use the phone app exclusively /19/2016 NA /19/2016 I think you w ould lose single day users that pay cash. Kids going to the beach. Younger people and low income people don't alw ays have credit cards /19/2016 Online or by phone app that w ould apply for all Metro systems in Southrn California /19/2016 cash or debit card. get new ticket machines. current ones are old, antiquated, and a major inconvinence to use /19/2016 Vending machine sometimes do not accept the credit card and it's hard to buy the pass /19/2016 I think the online w ith a print readout from home or office. Or the TAP card /19/2016 Please allow me to use the App to retrieve my Corporate Quick Pass /19/2016 Make it tap ready to use on bus /19/2016 Paying via TAP w ould be excellent /19/2016 Please make live arrival times available online or via an app /19/2016 The ticket machines are frequently broken, printers don't print w ell, and don't take credit cards /19/2016 Keep making improvements to the app. It's a bit clunky. Try stealing from other apps... stealing is innovating! /19/2016 I'd like to be able to buy from home and print or w ith an App. But even though the App is available Amtrak w on't honor it so that is problematic as a monthly pass holder if an Amtrak arrives first I can't get on /19/2016 MORE TICKET VENDING MACHINES NEEDED AT STATIONS ESP UNION STATION. LINES ARE VERY LONG AND MACHINES ARE SLOW /19/2016 Couldn't conductors provide a day pass via hand held device much like Amtrak? /19/2016 TAP card /19/2016 We need Machines that don't constantly break dow n on a regular basis. The ambassador needs to help people buy tickets rather than chatting w ith the engineer/etc. the ticket line gets long and the ambassador is not helping. During w inter he sits in the train not helping people /19/2016 Have multiple kiosks at each station. The line is very long w hen it's just the one machine. I've missed a train tw ice becasue of this. I alw ays arrive at the station 10 minutes early too /19/2016 I think you should really be able to buy your ticket online and print it at home. It seems like if you can use it on the app then you should be able to print at home as w ell. It w ould really help out /19/2016 Corporate card on the mobile app /20/2016 Phone app w ith pay pal 98

125 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /20/2016 Open-Ended Response It w ould be easy and convenient if the new TVMs w ere tap card enabled or only sold TAP cards similar to the TVMs found at LA Metro light rail stations. By having tap enabled ticket machines and tap card readers, it makes it easier to load passes and stored value at retail locations like Foothill Transit stores, grocery stores, city halls, and Metro light rail stations. Tap enabled machines w ould eliminate the need to print tickets, w ould practically eliminate fraudulent/counterfeit tickets, w ould allow transfers to light rail/buses, and w ould provide real time information on daily ridership numbers for each line and train (by taping on and off at destination stations, similar to how Caltrain uses Clipper cards and how Coaster trains use Compass card). Being tap enabled w ould also allow for a seamless fare payment system for LA county and other surrounding counties. People w ith tap cards w ould only need one card to pay for Metrolink, Metro, and other bus rides; and w ould cut dow n on the need to use a Metrolink TVM since you could load your card at a retail location /20/2016 I'm loving toe app..so easy and I don't have to w ait in line! /20/2016 Machines are so slow. Wish the mobile app w orked w ith tap /20/2016 A app that allow s you to pay for your ticket at the vending machine so you can print a hard copy of your ticket just in case your phone is damaged and cannot access the metrolink app that has your ticket on the app /20/2016 Keep it the w ay it is. If it's not broke don't fix it. Plus w e don't need people stealing or credit and debit card info because your system got hacked /20/2016 Need to have more options for TAP users /20/2016 I w ould like to buy on line and print it so that it w orks w ith all scanners and tap machines /20/ /20/2016 I love the app Having separate vending machines designated for monthly riders and single riders w ould speed the process and enhance efficiency by each machine only needing supplies for 1 type of ticket /20/2016 I w ould like to pay once I complete the trip. I am tired of paying for cancelled and late tickets /20/2016 I w ould actually pay more for a ticket if it meant the train w ould be on time more often /20/2016 Cash and card w orks best /20/2016 Like I said before, I just hope Metrolink ticket machines continue to allow riders to use cash to buy a ticket and I hope that Metrolink fixes the card issue /20/2016 I'm all for the mobile app but only if it's usable on other public transit services, specifically Metro Rail since I know it's already accepted on Amtrak and the SCV commuter bus /20/2016 The ticket prices are ridiculous. How do you jump to more than double? What about a gradual increase? I could imagine w hat this is doing to your commuters that have low incomes. Comes across very greedy. have each county create a tax that w e w ould pay for the system and make the trains free that /20/2016 w ay google The venus project /20/2016 I w ould like to see the 10 trip ticket available again. One that expired after 90 days /20/2016 Mobile that w orked on subw ay too w ould be better /20/2016 *Not about how to pay but...install more ticket vending machines at stations. Also, reconsider not getting rid of the cash option to buy tickets at the vending machines /20/2016 A TAP card like the Metro rail w ould be great /20/2016 I can buy an airline ticket at home and print out or send the boarding pass to my phone. I w ant to be able to do the same w ith my Metrolink monthly pass. I do not have an Apple or Android phone. Your phone app does not w ork for me. Also I w ould like to be able to by a 3 day and 5 day pass /20/2016 My preferred method of payment cash at the vending machine. 99

126 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /20/2016 If using Mobile App, how do w e transfer to the Metro w ithout a tap card? /20/2016 BUYING A TICKET ONLINE. LIKE AMTRAK. NEEDS TO USED ON SUBWAY AND EXPO LINE /20/2016 Consider all passengers w hen making decisions for change /20/2016 I searched online for a mobile app to pay by credit/debit card and get an eticket, but, couldn't find anything but for cash at a w indow or machine. Why is it difficult to buy an eticket? /20/2016 Limit the number of tickets for the san clemente beach train, horrible experience on July 16! /20/2016 You had a promotional fare from Corona West to Fullerton for $3 one w ay...then promised low er single stop fares...on July 1st the ticket w ent up to $ Explain that! jrangel28@aol.com /20/2016 expand TAP cards throughout LA/OC and use as refillable card for transportation and or food/ebt /20/2016 Please do not remove the cash option for people w ho don't have credit cards. This should be available on all stations. You have to be fair to people w ho don't have the means to pay in credit. Cash is important /20/2016 mobile app doesn't w ork w ith my galazy s /20/2016 I buy daily; 7 day passes are impractical, because the train does not run w eekends. Cash is my 'go to' option, if I am caught 'unaw are'; credit card reader does malfunction. I have been riding the train since 1996 approximately. to Santa Ana /20/2016 Cash payments at the station are convenient and helpful w hen I choose to purchase a 7-day or round-trip pass. Though I usually purchase a monthly pass, other options are necessary periodically /20/2016 To be able to pay cash, credit/debit. Give us discount in December & put back the 10 trip pass /20/2016 I really w ould like the option to purchase online/print at home as I need to have my pass available in order to ride ishuttle B to Tustin Station for free. Which means that currently, I ride my bike over to the station to buy passes for upcoming trips so I w ill have the pass ready to show the ishuttle driver /20/2016 If you could do something like a "gift card" that doesn't depreciate in value over time (like the Metro Express Transponder does) that w ould be best. That w ay, I could load it at, say the grocery store, and hold on to it until I really needed to use it w ithout fear of having money deducted from it over time /20/2016 Please do not take the ability to pay via cash aw ay /20/2016 Mobile app is great but GPS tracking on trains for real time location updates w ould also be helpful, for example in use in Portland, OR /20/2016 Metrolink's communication and procedure regarding responsibility and accountability for late trains and ability to receive a refund w hen late w as spaw ned from the gates of hell and has no connection w ith the reality riders experience and lacks even a rudimentary understanding of the tenets of customer service. Be ashamed /20/2016 apple pay w ill be nice as w ell. Shouldn't be that hard to do /20/2016 make it fast so I can make the 6 minute connection betw een the coaster and the orange line in Oceanside. 100

127 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /20/ /20/2016 Open-Ended Response I w ould love to be able to pay for my Metrolink pass via the internet at home or via a mobile application on my phone. It takes too much time to purchase a ticket at the station or at the Metrolink w indow, especially if there is a long line of people. This is especially true tow ard the end of or first of the month or on Mondays w hen a great deal of people are trying to purchase their monthly or w eekly pass. There have been times w here I have missed my train because so many people are w aiting in line to purchase tickets. Use the internet to purchase tickets. Companies such as Ebay, Amazon, etc. have used the internet quite successfully /20/2016 I w ould love to use the mobile app if I could also use it for Metro subw ay tap /20/2016 My phone is not alw ays charged. More outlets should be available if you w ant us to buy our tickets online /20/2016 I like to have the option of paying w ith cash. It's clearly sounds like it's a minority issues, are you trying to exclude the middle class minority? Take a look around the trains and that's your majority of riders. Now they w on't come on here and take a survey that's for sure but good luck w ith taking aw ay the cash option from the machines. I'm sure people w ill protest and you'll lose money. Just fix your machines and if Amtrak can sell me a ticket onboard, so can you. Oh and if you do decide to take the cash option aw ay. I'll be riding w ith an Access rider to save money and protest your silly removal of hard American cash /20/2016 it w ould help if the schedule w as available on the app and it didn't take you to the w ebsite. Also put delays and updates on the app /20/2016 I w ould love the reloadable card that could be used at the machine or mobile app /20/2016 Don't really care, just need something reliable and less frustrating. The TVM's rarely w ork and it takes several days before I'm able to purchase a monthly pass w ith my corporate quick card each month /20/2016 An reminder to increase the funds in your TAB card /20/2016 I should be able to use cash to purchase metrolink pass /20/2016 Please leave the cash option /20/2016 As a promo, have a band play inside the metrolink train to cheer people up /20/2016 I think you should adapt the TAP card used by Metro, so that all rail and bus in the greater L.A. area can use it /20/2016 I try never to buy my monthly pass at the TVMs, because I transfer to the Gold Line, and I've had the TVM spit out tickets w ith defective barcodes that w on't TAP far too many times. While Pass by Mail w orks pretty w ell most of the time, it's extremely inconvenient to have to schlep to Union Station if I w ant to buy my pass in person. I w ould love the option to buy my monthly pass at a convenient retail outlet /20/2016 AN AFORDABLE MONTHLY TRANSIT PASS. In San Diego its only $ 18 for seniors for all transports! I w ant to take the train every day, but sometimes my job requires that I drive into w ork. I do not like to buy the monthly pass or the w eekly pass, because w hen I can't take the train several times in a w eek or in a month, I'm w asting my money and I can't afford to w aste a cent. The cost of the daily ticket really adds up over time so instead I end up driving every w eek w hen I'd rather take the train on the days I know I w on't need to stay late at w ork. It w ould be great if w e could buy a /20/2016 book of 30 daily passes at a discount that don't expire w ithin a w eek or month - maybe they could expire quarterly or semi-annually? This w ould help my budget a lot and be more of an incentive to take the train w hen I don't have to w ork late. Thanks! /20/2016 I should be able to load it to my phone. The ticket machines in Upland don't w ork a lot of the time. The new spaper stands are broken & covered w ith graffiti. 101

128 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /20/ /20/ /20/2016 Open-Ended Response I prefer paper tickets- w illing and able to print myself if need be. I prefer to buy them at the station once a month (or once a w eek for shorter w ork months). I turn in the tickets to my employer for a rebate, and it is easier not to mess w ith my phone/apps/ s to print those. The app on the mobile feature needs to interact w ith the Tap card functionality. I used to w ork dow ntow n and could not use the mobile app feature because I rode the subw ay and the bus. Vending machines that you can read w hen the sun is out. Difficult to read the vending machine display at all machines in the daylight! /20/2016 Would love to be able to print tickets at home /20/2016 Easier instructions are needed. It takes multiple people to explain how to buy the ticket. Have the ticket machine protected from the sun. The glare is so strong that you can't see the instructions at all /20/2016 Provide an option to Pay on the Metrolink w ith a employee /20/2016 If there w ere a card such as a tap, w hich could be loaded any time w ith desired ticketing, at common grocery stores, tickets that do not need to be used w ithin the next 3 hours, something that can be used for the month or reloaded as needed like a tap card, I w ould consider using it /20/2016 If you w ant more paying customers, Greatly encourage opening as many new s places/w ays to pay/ Did not see paypal, external w ebsite (FAcebook) or other options here. Do not take aw ay ANU options /20/2016 Pay online w ith a printable ticket /20/2016 I w ould like to be able to use my Metro/Expo tap card /20/2016 Sometimes w e forget our pass because it's left in w ork or another purse, there should be another option to show it for the conductor if w e have a monthly corporate pass /20/2016 APP /20/2016 metrolink mobile app, online payment (print ticket from home) /20/2016 Credit card or Apple Pay /20/2016 Simple do not get ride of cash ticketing machines /20/2016 Upgrade your card readers at stations. New smartphone payment options are a w elcome /20/2016 I'd like to pay here, at home and have a ticket on my smart phone, as I do for bus and plane tickets /20/2016 Sell tickets on the train /20/2016 Cash only, many people in my category need the cash option! /20/2016 Cash is convenient /20/2016 Need more frequent /20/2016 Keep cash a means of payment. Its the currency of the land. You w ould be hurting and inconveniencing so many people if you got rid of it. I've seen ads w here you advertise riding Metro as a convenience. Keep it that w ay! :) /20/2016 I like the app. It w ould be fun to include specials or attraction discounts at the stops /20/2016 I'm still not sure about using the mobile app. I have a cell phone but it's not a smart phone. I w ish there w ere a w ay to have electronic access so that losing my monthly pass w ouldn't be a major financial problem /20/2016 I'm good /20/2016 I w ish trains run on time and you give refunds

129 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /20/ /20/2016 Open-Ended Response I like the idea of the tap card. We can preload a stored amount w ith the free transfers to metro railw ays and buses stored on the tap card as w ell. I administer the Sustainable Transportation program for UC Irvine. Within that program, my team and I encourage train commuting w hile providing custom commute planning and subsidies/rebates. We w ould love to w ork w ith Metrolink create facilitate a easier-to-maintain (and thus more attractive) employer pass/quick card concept w ithin the Metrolink App /20/2016 It needs to be able to be used on the Red Line and DASH or it w ill not be useful to me /20/2016 Loyalty discounts. Most merchants provide points or discounts these days /20/2016 It should be an option to pay cash. It makes no difference to me personally since I pay for my pass through my employer and my corp card is loaded...how ever, w hen I am w ith my son and w e hop on a train for one stop or tw o, I pay cash for his fare...i don't w ant to use a credit card for a $2 fare. Furthermore, my son is 15 and he takes the train by himself at times he w ill have no w ay to pay for a one or tw o w ay ticket if you take aw ay the option to pay cash /20/2016 The cash option to Is needed for people like elderly w ho have no credit/ debt card. I have my mother her travels occasionally on the train to orange county. I give her cash to buy her ticket because she has no credit/ debt card to use. Taking aw ay this option w ould really make her travel options difficult /20/2016 TAP Card sounds like a good option. I don't w ant to pay an "Extra" fee for any form of payment /20/2016 Please low er ticket prices, it almost doesn't pay financially to take the train. also, the delay signs at the Anaheim station need to be more accurate /20/2016 The mobile app is all that is needed. All of this other garbage is a w aste of time /20/2016 app w ould be best linked to paypal. technology makes it easier /20/2016 More w eekday and w eekend options for the Ventura Line /20/2016 The app is great. No more w aiting in line /20/2016 Apple Pay please /20/2016 Please keep at least one machine at Irvine station able to take cash /20/2016 I w ouldn't mind purchasing my monthly pass using the phone app; my problem is that it w on't have the TAP option /20/2016 the app is w onderful, thank you! /20/2016 look at question /20/2016 Frequently the vending machines do not w ork properly and the print outs are poor. I'd like to be able to pay online. I also think one should be able to pay on the train since at certain dates/times lines are long at the vending machines and I don't think you should have to miss a train and w ait another hour for the next one /20/2016 cash, because sometimes the machine is not able to read my credit/debit card /20/2016 Mobile app is good.non regular riders are alw ays confused. You should pay me a bonus since I. Alw ays doi g your job I. Trying to help them figure out w here to go. What happened ed to the customer service agents in blue shirts from last year.they are non existent.!!!!! /20/2016 More vending machines available at stations or ones that w ork properly /20/2016 I have to have a ticket w hen I transfer onto the Metro-Rail system. That said, it w ould be desirable if the ticket w ere laminated to reduce w earing of the printed ink on the ticket, this makes it difficult for the conductors to scan the tickets /20/2016 Option to pay and print at home w ould be a plus /20/2016 Pay and print on line /20/2016 I'm afraid, due to the poor service, I no longer use Metrolink /20/2016 make the app for older smartphones, I have a Galaxy 3 and it cannot use the Metrolink ticket app /20/2016 CASH 103

130 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /20/2016 I am legally blind and it w ould be helpful to pay online /20/2016 I only w ant to use cash to pay for my ticket /20/2016 the app is horrendous /20/2016 Please keep the Metrolink fare low as it costs so much to commute to LA from OC by Metrolink. Thanks /20/2016 Internet and print ticket at home /20/2016 Prefer to have multiple round trip purchase for different day in one transaction /20/2016 Make the train arrived to its station on time DAILY not just on Mondays /20/2016 If you w ere to allow advance or bulk purchase on the app that w ould help, and to have longer active w indow s (currently if I need to transfer trains my ticket expires w ell before I get w here I'm going so I have to do a separate one at my transfer station) /20/2016 I w ould love the mail option. Waiting in a long line each month is a pain! /20/2016 N/A /20/2016 Mobile option w ith Metro transfers w ould be ideal for me /20/2016 n/a /20/2016 I w ould love to be able to buy the Weekend Pass in advance again. It w ould make it much easier if I could buy me Sunday Weekend Pass along w ith my Saturday Weekend Pass to avoid future headaches /20/2016 I w ould absolutely not use the app as my phone doesn't support that very w ell and there are no retail near our Acton station. Also, the machines don't w ork very w ell and sometimes w ill not accept my debit card and I have to go get cash. I find your limiting or doing aw ay w ith the cash w ill result in more people not paying at all /20/2016 I do not have a phone that is able to access the internet nor do I w ant to purchase one. I w ould like to still be able to purchase my tickets at the Metrolink stations. If cell phone ticketing w ould be the only option I w ould not be able to ride the Metrolink because I w ould not purchase such a phone /20/2016 The price really does matter -- especially w hen payment becomes more complicated. At some point, public transit becomes too much of an expensive hassle and inconvenienced people just get into their cars and commute alone /20/2016 TAP card! /20/2016 I applaud Metrolink for getting rid of the cash option /20/2016 Don't ride often enough to alw ays remember how the ticket machine w orks--but that's my fault not yours /20/2016 Monthly prize draw for paying customers. Sort of like a lottery for a passenger to w in a month's pass free of charge on any Metrolink train or bus /20/2016 Why is MetroLink so expensive? it's just as expensive as AmTrak. Are there any plans to low er the ridership fees?? /20/2016 They rolled out phone pay (w hich true to form is not mentioned in survey) then pissed me off because iphone users could use it long before w e Android users /20/2016 The app is great /20/2016 ALL ticketing modes should be compatible w ith partner transit agencies' fare collection systems /20/2016 TAP Card tap on and tap off, like the Clipper card system on Caltrain, w ould be convenient /20/2016 I think if you are not going to use cash, a reloadable card should not have an extra charge. I think it w ould be w rong to punish those w ho do not have other means available to purchase a ticket. I am not one of those, but still think it is unfair. 104

131 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /20/2016 Having the cash function, disabled on the TVM's is not a viable option /20/2016 Important -- Many riders use the IRS' "flexible benefits" allow ing them to pay for their ticket w ith pre-tax dollars by using a debit card that is issued to them. How ever, that is limited to $230 per month. Some monthly passes cost more than that per month and the ticket machines w ill not accept partial payment on the debit card and completing the payment w ith a credit card, thus the people follow ing the IRS rules cannot use their $230 each month to purchase their tickets. Please consider w ays that these riders (me for one) can use their flex benefits debit card each month for $230 and pay for the remainder w ith another card. Thank you /20/2016 Many people use cash at the Metrolink station in San Bernardino as they do not have credit or debit cards /20/2016 please low er the cost - more people w ill ride. And increase lights/patrols/safety at the stops - to encourage more people to ride /20/2016 Please keep the "cash" option. But... get some modern ticket machines. You know, ones that are easy to read in all light conditions. And, have sw itches that actually w ork w hen pressed /20/2016 I truly believe a cash option should alw ays be available!! If you have a w indow open until the last train pulls out that w ould be perfect!! /20/2016 Other lines, like AV, got a 25% discount on their monthly tickets. Why can't other lines also get the same discount. It's not fair that lines w ho have a reputation of passengers not purchasing tickets get a discount and lines that have passengers that do purchase tickets get punished w ith high prices /20/ /20/2016 Please put ticket machines on the platforms at Union Station; if you don't know to buy them below, by the time you find out after you board the train, you'll miss the train if you leave to purchase one. Just to once again say that improvements w ould need to be made to the machines if the system w ent cashless. It's often hard to read the instructions and to use debit/credit cards to purchase tickets /20/2016 The new mobile app is aw esome! /20/2016 Several times a month I travel from Irvine Station to Union Station, returning on the next day. Round trip tickets are good only for return on the same day, necessitating purchase of tw o tickets. I hate to slow things dow n at the ticket machines because I need to buy tw o tickets. In other w ords I w ould like to be able to purchase a round-trip ticket good for an overnight stay. Also, particularly on Saturday mornings at Union Station it has not been at all unusual for older people or people w ith poor English to ask me to buy their ticket(s) for them because of the complexity of the machines. Your new staffing at the main ticket machine cluster in Union Station is helping greatly w ith this situation /20/2016 I love the app! I w ould like to be able to print a summary of ticket purchases instead of having to print each individual receipt /20/2016 I like the idea of buying the ticket on the App, but how w ould that w ork if I need to transfer to the Metro trains or buses? Would the app still w ork for those transfers? Will the app unlock the gates at metro stations? /20/2016 Would like to have the option to have a yearly pass as w ekk as pass good for summer months only or good for a entire school semester that w ay w e are not having to deal w ith w asting money w hen w e do not need to use the train system /20/2016 Purchasing tickets online or at other locations w ould be helpful /20/2016 There is no station agent in Claremont, and many people don't know how to use the Metrolink phone /20/2016 I w ould like Metro and Metrolink to w ork together to make the TAP card universally usable for all public transportation /20/2016 I w ant to be able to purchase ticket at the station stop--not at another location--not by phone app! Want to keep the free transfer to MTA transportation around L.A /20/2016 on the mobile app w ith usage of tap for metro transfers 105

132 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /20/2016 Open-Ended Response cash paying rider. If you take aw ay the cash option I w ill start taking the express commuter bus daily /20/2016 Keep cash machines. Sometimes I do use cash /20/2016 I don't like to carry anything that I don't need w hile on the train. This includes my purse and debit/credit cards. I bring just enough cash to purchase my tickets and that is it. If you remove the ability to pay w ith cash I w ill drive instead of ride the Metrolink /20/2016 Again, I see plenty of people everyday w ho seem their only means to pay for the ticket they need is w ith cash. I doubt they w ould be interested in an extra fee for a cash card. Many people already have TAP cards because they are Metro riders. Just allow people to load up w hatever cash value into their TAP cards at a kiosk or online, and install fare gates at all Metrolink stations w here people can just tap in as they enter the station/platform and tap out w hen they arrive at their destination, and the system automatically deducts the correct fare. This is how it's done in almost every country in the w orld that get right and is being done in the Bay Area w ith BART and Caltrain. Being able to do the same exact thing w ith Apple Pay, Google Pay, Samsung Pay, contactless enabled credit cards, etc. w ould also be good as w ell. And if /20/2016 Metrolink does this, other transit agencies in LA can adopt the same tap-in/tap-out distance based fare platforms as w ell. This is a far better and fairer system than ever-increasing flat rate fares that most municipal systems rely on w ithout any success /20/2016 You need to get Wi-Fi on the trains. You need to enforce the quiet car, conductors need to announce station track for arrival, enforcement required w hen passengers insist on using the seats for their bags, signs need to be posted about this fact and conductors need to travel the cars to enforce. The only time they travel the cars is to count people and then don't even notice the abusers /20/2016 My husband w ill be MAD! Only likes to pay cash! Traveling may be NON EXISTENT NOW! /20/2016 I think its an aw ful disadvantage to a lot of people if you take aw ay the cash machines /20/2016 Offer 4-Day Pass and/or 5-Day Pass. Let the passengers have option w hat to buy for a w eek time /20/2016 I believe all options including cash should be available. No problem, government pay me for train. I am glad. save $. But I w ent to the Access Office something for Access card. They gave me for Thump dow n? I dont know w hy? It is not fair. I am really FULL DEAF Lady. I have a proof w ith my ears from Kaiers. I saw the people have Access Card person on the train. he / she have no HC or problem w alk or no etc. They have perfect body? I Dont understand it. If you dont understand my questions then call me on VP home is or text me # is I w ill explain it about the people have an accress /20/2016 card etc... thank you so much /20/2016 Create more quiet cars /20/2016 It is helpful w hen the "station guard" helps "new bies" w hen the lines are long...good for them! Otherw ise, it can get tense at the ticket lines! /20/ /20/ /20/2016 I w ould to be able to pay for my ticket w ith less money. When Metrolink stopped the day pass that cost $7.00 a day to get me to w ork, I along w ith three co-w orkers stopped riding the train. We didn't understand Metrolink's decision; the trains w ere still operating the same routes so w hy not keep the cost affordable and obtain the riders. The railcars have open seats. Making a little less money at $7 a ticket is better than making no money at all w hen the rider stops riding. Would like to be able to all access through app, so if i buy a metrolink ticket through the app I'd still like to be able to use my tap card day pass through my phone I w ould use the app to purchase tickets but then I can't use the ticket to ride the Metro. That is a big plus for me. 106

133 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /20/2016 Remember your international guests /20/ /20/2016 I think the online mobile app is the best thing you guys have done. I'm able to buy my ticket ahead of time and activate it easily. Sometimes the train w ould get there at the same time as me and i had to buy my ticket at Union Station as I alw ays stopped there to get on my second train. Now I can get it as soon as I get on the train and not w orry about getting a ticket from an officer. More machines w ith faster softw are! I should also be able to load a ticket onto my TAP card and/or use my smart phone /20/2016 Just make it easier accessible /20/2016 I like cash /20/2016 I do not think the print at home method w ould w ork because of the chip for the subw ay /20/2016 I think the mobile app is a good starter, Apple Pay/Android Pay w ould be good, but only at a manned counter. People these days w ant some sort of security. When the TVMs at Montebello w ere stolen, a lot of that w as compromised. I w as buying my ticket at Union Station in front of someone. Made me feel safer /20/2016 It w as too expensive - another reason I don't ride Metrolink anymore!!! :) /20/2016 the app is very good..and w ill likely use that exclusively for tix but as stated in earlier questions.. and the clear angle of the questions is w hat about those w ho struggle w ith language and don't have the financial tools I have.. keep the cash option /20/2016 Hire a competent human. Redesign and then MAINTAIN the ticket machines. Allow people to purchase tickets on the train if the machine does not w ork at the station /20/2016 Do not eliminate the cash payment option, By so doing you are reducing access to your system /20/2016 We have 2 unreliable ticket machines, and w hen one fails it makes it very difficult for us to catch the last train of the day. So any redesign that makes them more reliable w ould be great /20/2016 I have options, but other people may not. Please make it as easy as possible for them to ride public transportation and reach their destination safely. Charging a fee to pay w ith a reloadable card only makes it more expensive for poor people /20/2016 I w ould like to be able to still by the 10 trip ticket you used to have in stead of the seven day ticket you w ent to. The seven day sucks /20/2016 It should be available to purchase online and/or through a mobile app /20/2016 It w ould be great if the people w ho check the tickets w ould sell them on the train /20/2016 apple pay /20/2016 Would love to have an integrated mobile app w hich allow s access to Metrolink and MTA w ith a single access device /20/2016 The app is my favorite - no w asted paper and I don't have to w orry about losing my pass. Please figure out how to make it w ork w ith the subw ay turnstiles. Thanks! /20/2016 get rid of cash and you lose /20/2016 I think consideration should be made for people w ho may not have another form of payment available to them because they don't have a checking account. That's like saying an individual can't ride the bus because they are paying w ith cash. The idea is insane! /20/2016 Develop a mobile app to permit riders to purchase train fares /20/2016 Please do not institute this policy. It w ould cause a great inconvenience for me and many of your riders. Thank you /20/2016 it w ould be nice to have the app w ork on the subw ay 107

134 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /20/2016 Open-Ended Response Just to add to my earlier comment... please make it easier for me to retrieve my pass each month. I park far aw ay from the one machine available at Pomona North. There needs to be a second machine on the east end for a station of this size. Thanks /20/2016 simplify the ur machines,make available one cash machine at all stationes,,,, /20/2016 Purchase process needs to be fast. The lines at the TVMs are w ay too long and slow especially at the beginning of the month /20/2016 I w ish to tender hard currency for all debts public or private, that includes fares on tax supported subsidized public transportation /20/ /20/ /20/2016 Using my Tap card w ould be fine. I think going to my local metrolink station w ould be inconvenient and buying it in advance at a local retailer w ould be an easy option. I have never heard of local retailers w ho sell metrolink tickets though and if there are some, I have never seen signing. Put a live person at each station that could answ er questions and you could pay for tickets from. Amtrak people are so annoying and never w ant to help w ith Metrolink passengers. Even their bathrooms are restricted to "Amtrak passengers only." The ticket kiosks are obsolete and w hen they break dow n w e should have the option to go to a live Metrolink person for help. My parents give me cash w hen I leave for school. I use that to pay for my ticket. Card readers are not realiable and can break easily. It could take a person multiple tries to get the card reader to w ork but it takes on try to insert cash /20/2016 Keep the cash options! /20/2016 I dow nloaded the app the day it became available. The ticket kiosks are important for nonconnected people. Just make them w ork and do not remove cash option /20/2016 Please don't change the money option on the machines. In the bright sunlight, the screen is almost impossible to read causing the w aiting line to increase /20/2016 Online if it's ok w ith MTA,or vending machine /20/2016 credit card is it /20/2016 Metro link often never even checks if I have purchased a ticket or not. I suspect that most riders don't think they even have to buy a ticket because of this /20/2016 pay by phone pay by paypal /20/2016 I fail to see w hat ethnic background, income, employment status, age, gender and zip code have to do w ith paying for a Metrolink ticket /20/2016 Metrolink should consider under-privileged riders w hen making decisions about eliminating cash /20/2016 the app is nice because i no longer have to w orry about w aiting an extended amount of time for the machines The ticket vending machines have an incredibly poor design. They are extremely slow, and very difficult to learn for people new to the machine. These things combined mean it can take over an hour to get a ticket on busy holidays, and half hour or longer on normal busy days. Often I or someone else has to step in to help speed things along, and often the guard has come out to tell everyone just to get on the train w ithout a ticket because the machine is so slow the train w ill leave before even half the people have gotten their ticket. Compare this experience to the /20/2016 BART's vending machines in San Francisco, w hich are easy to operate and super fast. I hope very much that Metrolink w ill finance some modern, fast, easy to use machines so that they can speed the time it takes to get a ticket. In 2016, it makes no sense to have such an outdated and truly poorly designed machine, rather than something simple, easy to use for a first timer, and one that handles payment and printing in a snap /20/2016 I no longer use Metrolink since your schedules became horrible for someone going from Riverside to Oceanside. I drive my car. Eighteen months ago you had excellent Riverside Oceanside direct and connecting service... now you have neither, and you no longer have me and my associates. 108

135 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /20/2016 cash Open-Ended Response /20/2016 KEEP THE VENDING MACHINES, PLEASE /20/2016 The option for an automatically renew ing monthly pass charged to my card w ould be great /20/2016 Apple Pay. It is secure and none of my Credit/Debit Card number information is transferred to Metrolink, in case it is hacked /20/2016 Online, or mobile phone bar code w ould be good! /20/2016 There are never enough ticket vending machines and the instructions and operation seem aw kw ard and confusing /20/2016 It can take aw hile to pay for the ticket at the station, especially if one of the machines is out of order. It w ould be helpful to have longer than a 3 hour w indow for using the ticket after it's purchased to help w ith buying it earlier and at another location and not need to buy a second ticket w hich w ill cost more /20/2016 A pass card or re-loadable pass card that can be purchased at a counter at Union Station might w ork, but by eliminating cash and coin payments at Metrolink Train Stations you w ill make it very inconvenient for passengers to travel. Many people do not have smart and cell phones. Also, w hat about those that are using Metrolink trains to go on vacation w ith connections w ith Amtrak or to LAX? Give people more options to pay for their tickets, not make it more inconvenient for them! /20/2016 For my ios device, I w ould like the ability to add the activated pass to my Wallet app. It's hard for the conductor/deputy to check my ticket because I have to unlock the phone, open the app, tap on the ticket w allet. I think it w ould make it a lot easier if the pass, once activated, could be added to my w allet (to show up on my lock screen) /20/2016 Prefer to use debit/credit, but your machines are too sensitive & often reject the card one or more times before it accepts it. On day I buy ticket, I have to arrive at the station 15 min. early to be sure I am able to get the ticket /20/2016 I am satisfied w ith the current system. Why change it? /20/2016 Yes - bring back the 10-trip tickets. Very convenient /20/2016 The cash option is the best. It's easy and convenient for your riders /20/2016 I w ould like to use the APP on my phone to purchase, but since I can't currently use on Amtrak I don't even use the APP. I w ould rather have the ticket on my phone vs. carrying it w ith me all of the time, it just w ould be more convenient. Once I am allow ed to use it from the APP on Amtrak I w ill start using that going forw ard /20/2016 I w ould like to see the 10 trip ticket come back, especially w ith mobile since a validator w ouldn't be necessary. I ride 3 days per w eek every w eek, sometimes more, and the w eekly and monthly passes are not cost effective but the hassle of having to buy a ticket every day gets old. The 10 trip ticket gave me a small discount and relieved me of the stress of missing my train if the TVMs didn't w ork quickly or there w as a line /20/2016 I w ould also like the mobile app but its not currently available on w indow s phones /20/2016 I have several suggestions. One: ticket vending machines should indicate w hich trains are cancelled. I've paid for a ticket, and then learned afterw ards that my train w as cancelled, and Metrolink does not give refunds (w hich angered me very much and almost made me w ant to avoid taking the train). If the information about cancelled trains is displayed at or near a ticket vending machine, it w ould be much more fair for riders. Second: The card readers at the machines need to w ork w ell. At the Irvine station, it takes 3-6 sw ipes to w ork, and sometimes it w on't w ork at all. I've missed a train because of the card readers. And it isn't just me. I w ait behind other people w ho struggle to pay for their ticket. That is ridiculous. If the card reader doesn't w ork, then w e should be able to pay inside the train. 109

136 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /20/2016 Honestly, I didn't even know mobile payments w ere an option until I took this survey! That's great! /20/2016 It w ould be nice to have more options than just the day pass, 7 day or monthly. I really miss the 10 day trip ticket and w ish something similar could be launched /20/2016 Cash or credit /debit card. Debit cards may be a deterrent to crime /20/2016 I currently pay by debit card at the Metrolink w indow in Union Station - I am good /20/2016 Reliability trumps all. I have missed the train many times because one or both vending machines don't w ork. Also, charging more than it costs to purchase a brand new car makes this vending machine question entirely mute /20/2016 Cash must be an option /20/2016 Ok w ith vending machine and no problem now /20/2016 At this time, getting phone pass doesn't allow for use at MetroRail stations. When w ill that be available? /20/2016 cost to much to ride /20/2016 Make everything as possible. Consider offering the option of paying onboard w ith cash w hile removing the option from TVMs. I have heard of systems that charge extra for paying onboard trains /20/2016 Online, please /20/2016 leave it like it is /20/2016 A lot of other improvements are more important than going to a cashless system. More enforcement for checking for ticket payment. Use machines at stations like the Gold Line and Tap cards /20/2016 The machines need to be able to take cash /20/2016 The ticket machines are a nightmare because of their poor perfornance in reading cards. This creates a need to pay by cash as a last resort. Often you don't know you have an urgent problem until 2 minutes before boarding. For those of us w ho dont use smartphones, cash is a necessary Plan B. Also, you shoukd enable payment on the train - this w ould be a better Plan B than cash. Those deputies are so scary /20/2016 Your ticket vending machines are broken a lot of the times /20/2016 VENDING MACHINES AND THE TRAIN STAION! /20/2016 If a non cash system is set up, then ticket checkers could furnish tickets by debit/credit cards on the train for those that may not have time to obtain tickets at ticket machines/offices. FlyAw ay bus w ill not accept cash, and now I understand the system it w orks, but again for foreign visitors,it is confusing and often a problem /20/2016 I like the ticket vending machines w hen they are w orking. On busy days, it w ould be nice to have an alternate w ay of getting a ticket. The ticket app is great as long as the prices are the same, no additional fees involved /20/2016 Have no problem w ith the machines other than w hen they don't w ork /20/2016 I w ould use debit, credit, or TAP card if you have a Sr discount built in /20/2016 I just dow nloaded the app today. I am looking fw d to using it. I use the Amtrak app all the time. It is great w hen you are cutting it close on time and have to buy I ticket. I can do it from the car and be ready to go w hen the train arrives. I also love the w eekend pass and OC fair discount you are offering! I had no idea about the w eekend pass thing. I have lived in SoCal for 13 years. But I have been in SD, and have never explored anything north of LA. Mainly due to cost and traffic. You solved that for me. I am really excited to check out Santa Barbara, and I am taking metrolink as far north as I can to do so! Keep up the good w ork, and keep these initiatives coming. 110

137 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /20/2016 Please do not remove the CASH option /20/2016 you offer no alternative for people w ho ride less than 5 days other than to buy a w eekly pass. Why w ould I w ant to pay for five days w hen I only can use your service three days. Your schedule for w eekends San Bernardino line is ridiculous. You have ruined the schedule during the w eek forcing people to add one hour w ait time during peak period. To w it: the tw o pm leaves at 1:55 disallow ing people w ho get off at 2 to access the train. Instead w e have ta w ait until 3:01 to leave. How about 2:10 pm and you might get many of the people you lost back? /20/2016 I liked the old practice of having validated group of tickets to be used over a period of time /20/2016 I w ould like to purchase on a smart phone app, but need a TAP transfer added like a paper ticket /20/2016 You need long train for Santa Monice /20/2016 Don't make it cashless. Use cash /20/2016 Accept reload able Clipper cards /20/2016 Please continue to have tw o machines at each location. Numerous times one machine has been dow n and it has been extremely helpful to have a second w orking one since tickets cannot be purchased onboard trains /20/ /20/ /20/ /20/2016 Free Ridership for Life! I like the convenience of the ios app. I don't like that the app doesn't allow me to make a purchase for a future dated ticket, the requirement that the ticket has to be enabled or authorized by 3am of the day of travel. I w ould like to buy a ticket at 6pm Monday evening for a round trip that starts Tuesday at 7am. Why do you have a 3am limit on the app? The metro TAP compatibility w ith the ios app needs to be w orked out soon please. I w ould love to go fully electronic and paperless. Please leave cash as an option. I am speaking for those technically challenged and deficient. I w ouldn't have received notice of this survey had it not been for my . Those that don't use most likely don't use debit or credit cards or the Metrolink w ebsite either. They w ouldn't have a platform to voice their opinions. I'm thinking about the older and International population that I'm sure is a large portion of your customer audience. Please consider them and accommate for them. A better incentive for multi-monthly members such as 6 months- 12 months and/or the longer the monthly usage then over some period of time the rider gets better discounts /20/2016 Want to be able to pay via phone w ith my corporate card /20/2016 Prefer paying online and printing pass at home OR purchasing ticket at a retail store close to my home /20/2016 Would love to use the mobile app, if I could use it on the LA subw ay (tap compatible) /20/2016 Replace the ticket machine screens so that all can see and read them easily /20/2016 Under Art Leahy's leadership Metrolink has had terrible service. He is discriminating against non mobile users. The Metrolink board should remove him from his position for gross incompetence /20/2016 w ith cash /20/2016 Ticket machines on the train! I w as very happy to recently see that a mobile app is now available; this took w ay too long to materialize. It is flatout stupid that there is no w ay to buy a ticket on the train w ithout the app /20/2016 The w ay that it is set up now is just fine. With all of the help that you have at the stations, there should not be any problem to get someone to take the money out of the machines from time. The U.S. Government still makes coins and currency. To me that means that it's use is still ACCEPTABLE. So w hat is your problem? /20/2016 the app pay doesn't accept advance ticketing. I think it should be able to. 111

138 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /20/2016 Open-Ended Response I w ould like there to be plenty of available, FUNCTIONING ticket vending machines--w hether or not they involve cash--at stations, especially at Union Station. It's ridiculous and inconvenient that I have to arrive thirty or forty minutes before a scheduled train departure to ensure that I can get through the long lines at the vending machines in time to catch a train. That's the most frustrating thing about riding Metrolink: long lines at the vending machines because of poorly maintained machines or a limited number of available machines /20/2016 Inside the train /20/2016 The optical barcode on the current printed pass is horrible, fades and then is unreadable. Can't/w on't use mobile app as employer pays for pass and doesn't issue me a phone.. Also, can't set pass to be scannable w ith phone w hen I am asleep on the train, printed pass I can put out w here it can be seen and I don't get disturbed /20/2016 no more additional fees, or just include it in the price. Just be honest about w hat the true costs w ill be /20/2016 With less money /20/2016 I WOULD HAVE LIKED THE MOBILE APP, BUT I WAS SEVERELY DISAPPOINTED TO LEARN THAT IT COULD NOT BE USED TO THE OTHER METRO-BUSES & SUBWAYS. HOW IS THIS SUPPOSED TO BE CONVENIENT? YOU HAVE PEOPLE HOP-SCOTCHING ACROSS THE TRACK TO GET TO THE TICKET MACHINE TO BUY A TICKET BEFORE THE TRAIN COMES & BLOCK THE WAY TO ENTER ABOARD THE TRAIN CAUSE IT WILL ONLY OPEN TO ONE SIDE, MAKING ME RUN TO THE BACK OF THE TRAIN THEN RUN BACK UP TO HOP ON IT. SO THE APP WOULD HAVE HELPED BUT I AM NOT THROWING MORE CASH WHEN MY TICKET HAS BEEN A GOD-SEND IN SAVING ME FROM WORRYING ABOUT HAVING ENOUGH CHANGE, ESPECIALLY IF I MISS A BUS OR HAVE TO TAKE AN EXTRA SUBWAY ROUTE TO GET TO MY DESTINATION??? ALSO I DO NOT CARRY A CREDIT CARD AROUND LIKE IT WAS PETTY CASH! THIS IS A CLASS ISSUE! YOU THINK MONEY-BAGS WITH MONEY IS RIDING YOUR RIDE? I AM TOO! I DON'T HAVE CASH... A LOT OF PEOPLE DO NOT HAVE SMART PHONES! WE TRY TO WORK HARD TO KEEP ABOVE WATER & NOW YOU ARE MAKING IT UNNECESSARILY DIFFICULT FOR THE HARD WORKING CLASS! /20/2016 I really do hope you still accept cash. It's so much easier to have the money offhand /20/2016 If a machine is not processing both forms of payment AND conductors know this, they should be allow ed to pay on the train w ith cash or be exempted from paying /20/2016 Do. It. Yesterday /21/2016 Pay cash on a station. More people w ill be employed. They can give audible and understandable assistance to riders /21/2016 I do not w ant to use electronic payments, I use cash. I do not w ant to have to find a retailer and go out of my w ay to purchase a ticket. My time is valuable and if you don't recognize that by eliminating cash and forcing me to go out of my w ay to buy a ticket, you are w asting my time, then you need to rethink your process. Instead of making it easy for me to use your services, you seem more interested in w hat is best for you. There are other options and they do care about my needs /21/2016 Fix the damn TVM's-- the present machines a a disastet /21/ /21/2016 I use a corporate card provided to be by my employer (USC). I hate w aiting in a long line to print my monthly pass. I w ould like to be able to dow nload my pass monthly onto my smart phone. I think it is important to make it easier to buy a ticket, not harder. And I think taking aw ay the cash option w ill make it harder. I also think you should bring back the ten trips. Getting rid of those put the final nail in the coffin on my regular use of the train. I w as having a hard enough time as it w as, w hat w ith a 2 hour ride in the morning and upw ard of 3.5 hours in the evening (I lived in Ontario at the time) and no late trains so I had to alw ays leave my w ork a bit early. But then I couldn't get ten trips anymore and I finally gave up. 112

139 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /21/2016 Open-Ended Response MAKE IT MORE BROADLY AVAILABLE LIKE A GROCERY STORES OR OVER THE INTERNET WHERE YOU CAN PRINT THE TICKET. THE TICKET APP IS USELESS IF YOU HAVE TO SUBMIT A RECEIPT FOR REIMBURSEMENT. PLUS IF YOU PHONE GOES DEAD YOU ARE LEFT HIGH AND DRY WITH THE SHERIFFS (i ALMOST GOT A TICKET BECAUSE OF CONNECTIVITY PROBLEMS) /21/2016 When I pay, it should be saved on my cell phone and conductor should be able to scan /21/2016 I prefer buying my tickets via my phone /21/2016 touchscreen vending machines w ill be better than the current ones /21/2016 I w ould like to be able to use the corporate quick card on the Metrolink App /21/2016 Cash access is critical for many people. Please do not eliminate the cash option /21/2016 Keep cash payment. Without cash so many people of all ages, races, salaries and students w ill not be able to ride on the greatest trains in the USA /21/ /21/2016 It w ould be great to have the option to buy tickets in advance on your w ebsite and print out a ticket. It could save some time so that I don't have to get to the station too early to buy a ticket. It also takes longer to buy it at the vending station than it w ould to buy it at home on your w ebsite. This stated the change, not like the time changes w hich left me and my granddaughter in Lancaster untell 6pm on a Monday? Then I find out the last Gold Line w as at 8:30pm. Thank 'God', w e w ere able to catch it. w e got home to highland park at 9pm. I do Thank the Sheriffs, for telling me to take the Via Princessa train at 9:40am then to the commuter bus, got there at 11:30 am. I just w ish I knew You cut out the 3pm train! I could of made the 4pm bus back /21/2016 With Pay app at the station /21/2016 Cash is the legal form of tender for all goods, debts and services, public and private. In the United States you HAVE to accept cash as a payment option /21/2016 I dislike the idea of adding an extra step to retrieve a metrolink ticket (i.e. adding money to a card or going to a retailer for a ticket). Those of us w orking w ith limited funds don't have the means or time to stop somew here else to get a ticket w hile on the w ay to the train station. Adding an EBT payment option is very much helpful and is a tremendous idea /21/2016 Cash /21/2016 Please provide a faster w ay maybe collaborate w ith local banks and credit unions for people to make transfer payments to metro link to reduce lines /21/2016 Fix the machine. Use TAP card to make it easy to transfer from Metrolink to Metro bus /21/2016 Sometimes lines at the vending machines can get long and make people miss their train. Have vending machines available in the trains (w ith added fee/penalty) so people w ho w ere unable to buy their tickets at the station can still buy them in the train /21/2016 How can I get a monthly pass & w ould it w ork for the w eekend pass $ or be charged full??! /21/2016 it's only cash for me /21/2016 I like using the vending machine or ticket w indow at LAUS w ith a charge card /21/2016 Leave w ell enough alone! /21/2016 Please include Android pay & PayPal options /21/2016 Almost every transit carrier in LA County is on the TAP system. Having Metrolink on the same system as connecting carriers w ould so much easier for Metrolink passengers. It's almost a no brainer - w hat are you w aiting for? /21/2016 it is a mistake to remove cash payment. just to save a few bucks, you'll cripple the revenue system of the w hole agency you're trying to save 113

140 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /21/ /21/ /21/2016 Open-Ended Response mobile app or on-line w ould be great. you may have that already as it has been a couple months since I have ridden :) Why does a trip that used to take an hour and a half now take 2 hours. It's been that w ay since the time schedule changed. If you think this is the w ay to fix ridership then I understand w hy it's never been w hat it should. Make people w elcome. I hope you are forced by lack of tax cash to operate w ithout the snobbery but you w ill not until it hits u harder in the pocket. I give u 2 decades but hang in there you w ill come around 6 or 7 metro elite snob presidents. I'd love to go head to head w ith one o ur paid propagandist s. So save me a seat /21/2016 I w ould like to pay in CASH please. Thank you /21/2016 Upgrade your ticket machines. The displays at Sylmar station have graffiti carved into them. The displays are not back lit, making difficult to view especially given the machines are outdoors. The system is slow and there is a delay of 5-10 seconds betw een the time a ticket quantity is selected and w hen the selection changes to show it. I reported all these issues directly to Metrolink months ago and especially regarding the grafitti, yet nothing has ever been done. Maybe think about adding a ticket machine at the other end of the station or middle. Right now north are together at the far/east end. Thanks! /21/2016 This cost money but if you can do aw ay w ith the vending machines completely and provide them on the trains to eliminate all the passengers w ho do not pay their fares coming from Rialto to Pomona stations. I have seen so many board at the Fontana station and do not pay their fares. I w ouldn't mind using a card to tap w hen boarding the train or sw ipe like a bus pass /21/2016 Bending machine w ith debit or credit card /21/2016 CASH! /21/2016 TAP card w ould be most appreciated. How ever, I do like the ability to buy a Metrolink ticket and ride Metro for free /21/2016 I w ish I could buy a Metrolink pass or ticket at the supermarket the same w ay I buy my bus pass /21/2016 Keep the mobile app. So much more convenient than standing in line /21/2016 Cash should alw ays be accepted /21/2016 Machines cannot replace people! /21/2016 Riders should have the option to pay cash at the Metrolink station or somew here close by /21/2016 This isn't about buying a ticket but it w ould be nice if there w ere a line traveling north to south that w ould connect the San Bernardino Line, the Riverside Line, and the 91 Line half w ay betw een them all. Currently I have to go all the w ay to Union Station if I w ant to get on to the Riverside Line or the 91 Line /21/2016 I still prefer to pay cash /21/2016 No dollar coins w ith the new machines /21/2016 Pay on the MetroLink train /21/2016 I just think it is a bad idea to make the cash option unavailable. I think it w ould cause problems for a lot of people w ho are w ithin the low income status /21/2016 I w ish it w as cheaper to take the trains /21/2016 Cash to load the tap card is easiest and best method. Metro link should low er the fares and take into consideration the low income, homeless and struggling people w ho need to use cash /21/2016 Mobile app is great /21/2016 I w ould love to be able to the use the Metrolink app w ith my monthly pass and still be able to use the Metro TAP. 114

141 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /21/2016 Open-Ended Response I w ould like to use my tap card to w here that can be used for my pass and better machines to read my credit card because it doesn't w ork on some machines /21/2016 not all corporate cards w ork on the mobile app /21/2016 The mobile app option w ould be very useful if it w ere TAP compatible. Without that I have to buy paper tickets. Today one of the machines at Santa Ana w asn't printing tickets. Also I think you could increase revenues by putting in turn stiles or some other barrier that requires payment before boarding trains /21/2016 I think the mobile app is great. You can eliminate cash machines but definitely upgrade on w hatever machine you guys w ant to replace it w ith. I remember using that machine w hen the metrolink first started running in the antelope valley. I w ould think by now an upgrade w ould be in line. Not just on said station but all stops and terminals /21/2016 I'd like to use the app but only if rail to rail finally becomes a feature on it /21/2016 Combine metrolink and metro tap cards. That w ay people w ouldn't have to reload their TAP cards all the time /21/2016 I w ant to use the Metrolink app to buy my monthly pass, but the thing stopping me is lack of ability to use my mobile device as a TAP card for Metro rail service. I don't w ant to have to pick up a card at a station or track someone dow n to get through the locked turnstiles. I know other transit systems around the w orld allow riders to use their phones to tap, and that the iphone I'm holding probably has the technology to support it. Not sure w hether the current TAP card readers do, but w ould love to see this happen in LA /21/2016 If I w ere able to use the electronic ticket to get to the red line that w ould be ideal. I w ould prefer to utilize the app to purchase the monthly pass /21/2016 Improve ticket machine ui and responsiveness /21/2016 It's too expensive /21/2016 At the vending machine!!! /21/2016 It w ould be ideal to be able to buy passes or tickets at retail locations (malls, grocery stores, or the airport). Its inconvenient to have to travel to the station or dow ntow n LA to buy. Can you add a combination payment method w here you can use cash and card? Monthly passes can be expensive and having more options to pay makes it easier. Can there also be more vigilance for broken machines. I see many people riding daily w ithout paying and all they do is tell the conductor the machine is broken. Please help! /21/2016 Why is this even an issue /21/2016 I'd like you to bring back the 10 tripper /21/2016 Currently the w ay it is but have people understand that if the machine isn't w orking you still need to purchase a ticket /21/2016 Using the app if you could include Metro /21/2016 Make options compatible w ith transfers ( like Metro Rail, bus /21/2016 The mobile app w orks great. Those vending machines w ere useless a lot of the time /21/2016 Cash and Credit/debit cards, the traditional methods are still necessary. Just because MTA w ants to make life easier for it self doesn't mean MTA has to penalize everyone else /21/2016 The app is great. Customer service around the app is great /21/2016 I w ould like to be able to continue to use my commuter benefits card and my credit/debit card. If I can use my phone to tap into the metro subw ay system, that w ould probably be my most preferred method of purchase. But if not, printing from home w ould also be extremely convenient. But only if it w ould be give me the ability to tap into the subw ay and other LA metro transit. 115

142 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /21/2016 Open-Ended Response /21/2016 Low er the cost. I really like the app. My debit card w ould not read at the machine on my last trip and I w as able to purchase the needed tickets via the app /21/2016 quickly /21/2016 I w ork for a small company so I can't use the corporate card but I know a lot of us w ould love to have something like that for the small company's /21/2016 Why is the fare so much more from Simi than from Chatsw orth? It's only 10 minutes difference /21/2016 App to purchase monthly pass and having an electronic pass I can pull up on the app w ould be ideal instead of having to go to a ticket vending machine /21/2016 This change w ill not affect the w ay I pay for Mr metro link ticket /21/2016 The TVM needs to w ork at all times. It should allow cash payments or you need to have conductors sell tickets /21/2016 Please get the Corporate monthly pass available on mobile devices /21/2016 I w ould like to never again have to w ait in line at the antiquated and unreliable Metrolink ticket machines. Would prefer to pay via Mobile app or Tap card. Mobile App is not an option now because it cannot be used to transfer to other carriers (Metrorail and the like) /21/2016 Wherever you put the machines make sure they are not facing the sun at any time during the day!!! At some stations machines are unusable just because they face the sun and no one can read them /21/2016 Keep Existing Options. Just make Ticket Machines better to read and understand for everybody /21/2016 I w ant to be able to use cash, TAP funds already on my TAP card, debit/credit, and all the rest of the options already available now. I don't w ant to w aste money having to purchase a separate card to load funds just to purchase a metrolink ticket or pass. We already have that technology and that exists in the TAP system utilized by Metro, LADOT, Foothill Transit and others. Metrolink paper tickets and passes are already TAP-enabled for turnstiles in Metro Rail - just abolish paper tickets and passes already, make them available to load up on TAP cards because most riders already have one, and if you're going to stick w ith the metrolink mobile app idea, youll need to install at least a couple Q code readers in rail and busses. Otherw ise, the metrolink app is a terrible idea because w e're relying on tw o separate systems for fare enforcement. Just pick one - in this case TAP - because it's already been implemented and integrated into public transportation culture the last few years /21/2016 Machines are slow and dont alw ays accept the card that I use /21/2016 I like the mobile app although it should link to the schedules. The station kiosks w ould be fine if they w ere consistently in w orking order /21/2016 Too expensive /21/2016 I w ould love to pay cash or w ith EBT card /21/2016 I really think that cash still has to be an option to purchase tickets because there are people w ho do not have credit cards and w ould not know that they could purchase a ticket at a retail establishment. My station, Laguna Niguel, does not have anything close to it w here it w ould be easy to pop in and buy a ticket. The app to purchase tickets could be handy but on the w eekends, I like to travel up to LA and I cannot use the app to board the Metrorail. I try and use the train as often as I can but some of the obstacles hinder my travel /21/2016 I w ould love to use my corporate quick card to purchase my monthly pass via the Metrolink mobile app /21/2016 Why to you have to activate the monthly pass w hen bought via the app? /21/2016 Make an app and have pre-pay online w ith printable ticket that can also be scanned from a phone or tablet. 116

143 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /21/2016 Open-Ended Response Using Apple pay w ould be great for the app. But please get it to w ork for transfers to the subw ay or other extended transportation. The ticket vending machines are outdated and horrible /21/2016 What is current procedure using mobile app and you forget your phone at home or in car? /21/2016 I really like the cash option, but could live w ith the credit/debit option /21/2016 I like being able to use the app, but w ould also prefer to be able to pay w ith cash at the station /21/ /21/2016 Cash is king As mentioned above, the Metrolink mobile app has a lot of potential, especially for times w hen you've forgotten your w allet / pass and don't w ant to be caught on the train w ithout. How ever, I have tried to dow nload and open the app several times and it w ould crash before I got to the menu. If this w ere fixed it w ould be a great alternative/addition to the removal of cash purchases /21/2016 Metrolink should accept Tap cards and the turnstall should be at the entrance to the train /21/2016 Want to be able to continue to use cash /21/2016. Your TVMs are too many touches to get thru the menus. In Hong Kong they have a touch screen w ith the system map and it of course know s w here you are you just touch w here you're going it tells you cost you pay and go. very w ell run system Removing the cash option probably w on't hurt or inconvenience most of your riders - at least on the Ventura County line. How ever, for say, the Antelope Valley line, w here the rider demographics are much different, you could end up penalizing people w ho are under banked and don't have bank accounts or debit or credit cards even the prepaid kind. I think you should /21/2016 analyze the cash usage of each line (or even station) and only take cash w here riders are paying mostly by cash /21/2016 I love the mobile app and now use it exclusively. It w ould be even better if I could buy my ticket the night before my morning commute. This w ay if the app doesn't function, my phone has a glitch, or there are any other technology problems, I still have the option of getting to station early to buy manual ticket. But if I don't buy it until the morning or w hen I get to the station, then there could be technological problems w hich result in me not getting the ticket at that time. Please consider giving refunds (or allow use on later date) if tickets are purchased and not activated /21/2016 Sounds like you all have your minds made up. I feel sorry for those that only have cash : ( /21/2016 Please keep the option to buy next day ticket at the TVM. Thank you /21/2016 Mobile app w ould be the best /21/2016 Apple Pay. More train options from LA later at night and on w eekends so I can return home after an evening event /21/2016 The ticket machines at Upland are unreliable. I ride every w eek and see the machine not functional at least once every tw o w eeks /21/2016 The corporate card is good and easy to use until it gets old and has to be replaced. Prefer this method. The vending machines are old, but I don't think you can eliminate them. Not everyone has a smart phone and I don't w ant to travel to buy my pass. I've done enough traveling during the w eek and don't need to do anymore just for the pass. It w ill not be convenient for the commuter. We have enough issues to deal w ith during the w eek. As far a language - people need to learn to speak English here otherw ise you'll have 57 translations/signs for everything and it w ill be too confusing. If they need a translator they should call the 800# to get information needed to travel /21/2016 Keep a form of cash payment. 117

144 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /21/ /21/2016 Open-Ended Response Keep the cash option!!!!! Get the machines out of the sun. No one at the Upland Station can read the screen easily-it takes a lot of time to purchase a ticket because you can't see the screen due to the glare. I've almost missed trains because of this. I w ould like to buy a ticket that w ould give me many trips on a TAP or validation system instead of having to get a ticket each time - sometimes behind long lines of purchasers /21/2016 It w ould really help if you w ould integrate w ith Metro and use the TAP system /21/2016 Mobile app is by far the best option available, the ticket vending machines w ere a nightmare and seldom w orked /21/2016 CASH PLEASE!! /21/2016 CASH WORKS, DON'T TAKE THAT CHOICE AWAY. IF IT WORKS FOR SOME LEAVE IT ALONE /21/2016 It w ould be lovely if you had an agent at my station, but I realize that isn't economically feasible /21/ /21/ /21/ /21/ /21/ /21/2016 Pay per mileage. Please make sure you give plenty of notice. Plus people come to the Glendale station all the time trying to rid for the first time not know ing even how to get a ticket. You need to really w ork on this. If you get rid of the machines then you need to make sure people can get tickets in their local neighborhoods. Disabled people how a hard time traveling. Don't make this too hard. Whatever payment option is made available make sure that the new TAP cards (reloadable cards) have access to Metro as w ell. Many people's commute's do not end at Union Station. The machine instructions are VERY confusing and often in the glare of the sun so you can't read them at all! This month, I used the mobile app to buy my monthly pass for the first time. Purchasing the ticket w as EXTREMELY EASY. The one main issue I have is that it's pretty inconvenient to have to "ACTIVATE" the pass every time I use it w hen I've already PAID for it. Makes me think about just going back to purchasing the printed ticket. I also occasionally use the AMTRAK (RAIL 2 RAIL) and it makes their conductors job a little more difficult since their scanners can't read the activated metrolink app ticket yet. Metrolink needs to add more schedules from West Corona Station to Los Angeles Union Status. The West Corona Station is very hard to get to. A new route to the station w ould be very helpful. The train seats are very small and narrow. Most of the time my legs are touching other people legs. Trains are very uncomfortable /21/2016 Would like to be able to purchase using mobile app w ith corperate quick card /21/2016 Reduce the prices! It cost has not benefit us plus the train is arriving late! /21/2016 If I buy the monthly pass on the app, don't know if I can use it for OCTA to show the driver w hen I board /21/2016 Don't remove the ability to use cash!!! /22/2016 I don't know /22/2016 Spanish announcement and signage in the train /22/2016 To many folks just do not have a I phone, Mobile APP computer, yet, due to age, lack on money, not being able to understand computers /22/2016 The option to pay cash for tickets should continue to be available. I have no plans to use a cell phone to buy ticket. Other large cities allow the use of cash. Why is Metrolink limiting the options to purchase tickets using cash? /22/2016 Make plastic metro TAP cards interchangeable w ith Metrolink. Also add ability to load pass on TAP card via Internet so that Metro transfers are seamless /22/2016 The machines are horrible. Just have real human beings selling them. 118

145 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /22/2016 If cash for transit ends, so w ill my use of Metrolink /22/2016 Fix the machines at stations like Tustin. They are frequently out of service. Also, make them faster and fix the problem reading credit cards. Everyone has to sw ipe multiple times to try to get it read. And often the ink is low so the face of the ticket is nearly unreadable. The app is a long-overdue patch, but buying on the app means no Redline access using TAP w ithout buying a second card, so until MTA has scanners at subw ay and light rail turnstiles, riders are overpaying if they use the app /22/2016 The ticket on the phone app should be more flexible. Paper tickets allow for riding buses during the day, but the electronic one is restrictive w ith it's timing. It should be possible to pause the Activation /22/2016 i w ould like to pay for it online /22/2016 I think you should still give the option to pay by cash. If you don't w ant to stock the machine w ith coins for change, give paper receipt w here it can be cashed at bank or grocery store. Keep the cash option, but add the reloadable payment card if its truly necessary. Its /22/2016 unecessary for people w ho rarely use the train, are just visiting, or can easily lose the reloadable card to have to pay for it, how ever /22/2016 pay w ith cash /22/2016 prefer to be able to pay as I do now w ithout any changes /22/2016 Buy pass/tickets through a mobile app. Also instead of carrying a pass to tap at turnstiles or show a ticket office It w ould be ideal if w e could show the pass electronically through out phone app. We alw ays have the mobile phone w ith us /22/2016 Have ample machines or attendant to help customers. It takes too long to purchase ticket in San Bernardino on w eekends /22/ /23/ /23/ /23/ /23/2016 Why do you have to change the cash option at the vending machines? Their may be people w ho do not have a credit card to use. Others like myself, do not w ish to use my personal debit or credit card for a roundtrip ride w hen I can put a few dollars in the machine to reload my tap card. We should be able to purchase tickets using app and kept in are "w allets" for several w eeks or a few months before w e are required to "activate" the tickets for use. This allow s for some last minute needs to take Metrolink having a ticket ready to go and only need to activate. When are you going to start the online ticket purchase? I don't mean the phone ap! It w ould be great to purchase tickets in advance, more easily than currently, at the vending machines. It w ould be great to be able to purchase advanced tickets and be reimbursed for any tickets that you purchase and cannot use. I have tw o tickets for $42 that I accidentally purchased because instructions w ere not clear, that I couldn't use; thus, I ended up paying $62 for one round trip ticket betw een Rancho and Union station. There absolutely need to be more options than buying the tickets at the stations w here so many of us are challenged w hen w e get tot he kiosks. Thanks for your consideration. Make sure that TAP transfers to Metro are available! I know it w ill be available w hen the mobile app development continues. I like paying online at home or w ith cash since i have tons of coins (spare change) please dont remove the cash option /23/2016 don't understand w hy the public w ill have to be paying more in the long run /23/2016 Please do not take aw ay the cash payment option at train stations. Some of us do not and never w ill become part of the Internet Apps culture /23/2016 Have availability to purchase ticket online /23/2016 Mobile app w orks fine for me. I w ould said to recognize my Debit Card instead of provide me a new card and new pin to carry and remember. Or update the metrolink app to be able to get the Monthly Pass but this w ill only if /23/2016 w e get this communicate to all of the bus systems 119

146 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /23/2016 Continue cash options /23/2016 Just w ould like it to be convenient /23/2016 Make the machines easy to read /23/2016 I w ould like the TAP cards to be universal on all Metro lines. Even getting a senior pass for the lines w as much too difficult for us at Union Station /23/2016 For people w ho like paying w ith their phones, debit/credit card, or w ith TAP is a good idea. If you get a TAP machine for the area that serves Omnitrans, then that might be a good idea as long as someone has the option of paying in cash to load funds onto the TAP card /23/2016 I'm not sure how many people have access to credit/debt cards. My big concern is that many w hite/caucasian riders already use this, but do other ethnicities and income levels have the same access to banking? /24/2016 the metrolink mobile app should have transfer /24/2016 I think online is very convenient now adays. A reloadable card w ould also be convenient /24/2016 Please make payment available by smartphone. See eventbrite or airlines. Fast and easy so I may pay by phone /24/2016 I have been a Metrolink commuter on the Orange line since Lately (w ithin the past year) using my credit card has become more and more difficult. I cannot understand w hy I have 20 failed attempts to pay w ith my credit card, inserting and w ithdraw ing it in different w ays, and yet the first time I attempt to pay w ith a debit card the card reader has no problem /24/2016 Ticket Vending machine /24/2016 The w indow s should be open during all of the time and days the trains are running /24/2016 I w ould use the mobile app more if I could use it for the metro link as w ell. What is the reason for no cash machines? /24/2016 only cash /24/2016 Just make it a TAP like system already. Simple as that. TAP cards w ork perfectly fine and they do not bend easily like paper tickets. TAP is the answ er /25/2016 Don't change how w e pay /25/2016 Better vending machines and more of them. Go stand around Fullerton to see the confusion /25/2016 The vending machines are very convenient to me. I do not like using my debit card for security reasons /25/2016 They need to expand corporate quick card ability to metrolink app as soon as possible The mobile app w ith corporate quick card integration w ould be extremely helpful - especially if it also doubles as an LA Metro tap card for LAUS ticket holders. The latter, I understand is currently in the w orks w ith LA metro & Metrolink. The mobile app has huge potential, yet in its current /25/2016 state, it leave much to be desired. As many have left feedback on the Google Play/Apple app stores, having the schedules and route information available in-app is a common complaint. Having rider alert notifications pushed out via the mobile app w ould also be great, rather than relying on Tw itter or the Metrolink w ebsite. I'm not sure w hy these w eren't addressed initially /25/2016 If you are going to force people to purchase tickets at the union station w indow, then you need to have it staffed more often. It w ould be nice to have the corporate card store ticket information so w e don't have to print the ticket out. Honestly even if the corporate card w orks on the mobile platform, I think I w ould still pull a ticket because I don't have to w orry about forgetting my phone or having a low battery. Besides no one seems to activate their ticket until the conductor comes by to check it /25/2016 I think e-passes or e tickets are just fine /25/2016 I really miss the 10 trip passes. 120

147 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /25/2016 Open-Ended Response The system w orks w ell right now by giving the options of cash, credit, or debit. A reloadable pass sounds like a good idea, but w ithout the fees /25/2016 preference w ould be to buy on line and pay w ith credit card /25/2016 The ticket vending machine that I use most often, Fullerton, is often out of order. The user interface on the machine is very antiquated and difficult to use, particularly if you make a mistake. They take a long time to make a simple ticket purchase, w hich causes long lines during peak times. I basically hate the ticket vending machines /25/2016 Do not remove the option of cash! /25/2016 The ticket vending machines are horrible design and usability needs to be improved. One cannot see the screen in the sun. Searching for the right station is difficult and the right ticket is difficult. The screen is either too low or too high. Depending on the height of the person. How should a person in a w heelchair for instants reach the buttons? I think it w ould be great if metro link w ould integrate into the tap system as w ell as using the app. Get rid of the paper tickets. Activate tap for the smart phone app /25/2016 Most of all, I w ant to be able to by a ticket from my smart phone, so I don't have to rush at the station, w ait behind slow tourists, or deal w ith broken machines at the local stations /26/2016 I just found out about the app. I'm excited. I never have to stress about missing my train because I'm trying to pay again /26/2016 Honestly the fact that there is not a viable option to purchase a ticket online by computer or smartphone is surprising. The app is kind of a joke, doesn't w ork half the time and no schedule? And the ticket vending machines often do not w ork, either they w ill not read a card or are just crashed. Also, more flexible ticket options w ould be nice. Like the old 7 round trip tickets... Sometimes I get a w eekly pass but end up driving one day for scheduling reasons. That basically negates any cost savings of buying a w eekly ticket under the current system /26/2016 KEEP THE CASH OPTION!!! /26/2016 PUSH ONE BUTTON ON MACHINE, HAVE CLEAR, COLORFUL MAP, NO FOGGY PLEXIGLASS, GOOD LIGHTING /26/2016 I w ant to be able to pay w ith cash. Myself and my w ife both ride Metrolink w eekly and use cash to pay /26/2016 Make it w ork. Make it quick. Make it easy /26/2016 On Line It absolutely needs to be an option to buy a ticket from the cash purse on my TAP card. I like that /26/2016 the current TVM's offer a w ay to purchase Amtrak tickets. I w ould w ant that functionality to remain. I w ant to buy a ticket for the next available train, no matter w ho runs it /26/2016 When I found out about the tap card to use for the yellow line, I w as amazed and a lot of people of all cultures use them, I thought cool if Metrolink w ould have because sometimes I am running right on the dot and running to buy a separate ticked made me lose a trip,the w ait w as 1 1./2 due to it being la to rialto, I w as coming from the yellow line from atlantic /27/2016 Smart phone app like the airlines that show time and date stamp so one can't just BUY it w hen asked for a ticket /27/2016 Stick to the easy app you have going. Allow the app to save your frequent stations to easily repurchase /27/ /27/2016 Cash is how I'd like to pay. I w ould LOVE to use the train more but it's too expensive!!! My 2 children and I drove to Oceanside and back today instead of the train because the fare w as $55 round trip!!! That's insane!!! /27/2016 The mobile app isn't accepted by all the bus systems /27/2016 Let me use my currency to pay for my ticket 121

148 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /27/2016 Open-Ended Response Strongly prefer purchasing pass/ticket from a vending machine. There should be more vending machines at LAUS. I am originally from NYC, w here ticket vending machines are w idely used in the subw ay and at Long Island Railroad Stations /27/2016 Tickets should be intergrated into the TAP system for ease of use /27/2016 I w ould like to be able to use the "cash purse" on my TAP card to buy a ticket, and have a Metro Day Pass then placed on said TAP card. Ticket to show conductor/lasd, TAP card to open turnstile at LAUS /28/2016 The app w ouldn't let me log in to my existing Metrolink account, ergo I couldn't use it to buy a ticket. It's been a couple months since I last tried, but for the times I have to go to San Bernardino, w ith its one functioning ticket machine, to catch the train, being able to use the app w ould REALLY help /28/2016 debit card /28/2016 The "cash" option at the vending machine is so convenient and fast. I'm not sure w hy you w ould take them aw ay /28/2016 I like using the Metrolink app - but IT NEEDS TO WORK AT THE REDLINE SUBWAY TURNSTILES - DUH! Why implement something that is not fully functional? /28/2016 I w ould like there to be a student discount option. Even if it is only valid for people w ith rail discounts etc. Some days I can't even afford to get to university in Bolton as I cannot afford the tram to get the train there. It costs me roughly 20 for 3 days of uni per w eek. Believe it or not but for a student on the low est university grant that 20 means I can barely afford to get enough food each w eek as I have to reduce w hat I can afford w hen I go food shopping /28/2016 Oceanside riders pay the highest fares and receive the w orst service /28/2016 google w allet, android pay, paypal, iphone w allet. Google Wallet is an excellent w ay to pay for your tickets since you can use it for everything /28/2016 Please keep existing options open w hile you add new /29/2016 I w ould enjoy purchasing my monthly pass on the mobile app, but have not done so because it requires an unnecessary step of "activating" it w hile boarding the train. Many riders w ho have purchased their tickets this w ay only activate their passes w hen asked by rhe conductor and I doubt this is the desired behavior. For a monthly pass, the act of purchasing the ticket should be sufficient for "activation" /29/2016 I w ould love for Metrolink to get rid of paper tickets entirely and just fully adopt the TAP card and mobile app /31/2016 I w ould purchase it on my phone app if there w as a w ay to use the tap because I transfer to the metro subw ay system. Also I need proof of purchase other than on my phone as my employer offers a subsidy for using mass transit /01/2016 It w ould be great if there w as an itunes and Google Play apps that w ould allow you to pay for tickets out of your itunes and Google Play accounts w ithout any extra fees tacked on /01/2016 If you do not let people pay cash they w ill not ride. Many people like cash at vending machines /01/2016 Make it simple w hatever it is. Just simplify it /02/2016 I w ould still like to have the option to use cash to pay for my ticket /02/2016 The options to buy passes and tickets needs to be extensively expanded - for reference look at the number of outlets in London w here it's possible to buy and/or top-up the 'Oyster' card. It's hard to w alk for more than 10 minutes w ithout finding a place to top up the card. In Los Angeles it's almost like a secret - there are so few places you can pay for your Metrolink ticket /02/2016 I w ould like the option to use the mobile app and somehow have it include the LA Metro day passcould it link to my TAP card somehow? 122

149 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /03/ /04/2016 Open-Ended Response /04/2016 Online and print pass. w ays you stated about are fine, I never really like using cash w hen so many people w ere w atching. I personally don't really think the method of payment is the biggest issue. The real issue is the reliability of the machines/services that more or less has an impact on the type of payment accepted /04/2016 Retain cash payment option /04/2016 Having the option of cash is great. I don't alw ays have my debit or credit cards w ith me sometimes I only have cash for the w ork w eek /04/2016 It should be free for all not just those w ho don't buy ticket T /04/2016 The machine does not alw ays read my credit card of choice. Sometimes I try tw o to three cards before payment is accepted. When w ill the machines be updated to use chip technology? /04/2016 do not eliminate the cash option in vending machines /04/2016 I just w ant the TVMs to w ork at the platform. The speed to make a single ticket purchase is very slow. Too many buttons to push and the machines are not like any other /04/2016 Love the mobile app but feel w e can't leave people behind w ho are not as fortunate as some of us /04/2016 Get the system properly set up for Amtrak to read Metrolink Monthly Passes /04/2016 The TAP card option should be made available for Metrolink monthly pass holders. I transfer to Metro subw ay trains and buses w here I am required to use my TAP card daily. If Metrolink started to use the TAP card for monthly passes, it w ould make things much easier /04/2016 When I first w anted to ride the train, I w as shocked that my only option w as to buy a ticket from a vending machine and that I w asn't able to buy a ticket from metrolinktrains.com. When the mobile app became available I completely stopped using the vending machine and sw itched to mobile app exclusively. The only issue w ith the mobile app is if I forget my phone at home, lose it, or battery dies, then I lose my train ticket /04/2016 Please do not remove vending machines! /04/2016 Offer Metrolink tickets to employers? /04/2016 Keep cash option at vending machines /04/2016 Keep the mobile available! /04/2016 Focus on and continue developing the mobile app and get rid of paper tickets /04/2016 I pull like a new affordable 3 day pass. I ride 3 days per w eek every w eek. But w ould ride more if it w as just a little more affordable. I've tried to find the Rail 2 Rail ticket but after searching at least 10 times- it's now here to be found. Believe me I w ould've bought it /04/2016 Mobile app is great! /04/2016 The app has made purchasing a ticket much easier and convenient. How ever, I'm concerned that people may take advantage of the fact that conductors rarely check tickets and therefore Metrolink could be losing money w hen people do not activate their tickets /04/2016 Make the mobile app user friendlier /04/2016 I've loved using the app /04/2016 I like to use the mobile app fir convenience but like to have the cash option in case i dont w ant to charge my card for a one day round trip or one-w ay pass /04/2016 Having a cash option makes it easier for non-frequent travelers to access tickets. No cash option availability limits accessibility for the non-tech savvy; those w ho don't have access to a credit card or bank-issues card; w alk-in (non-regular customer; to name a few 123

150 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /04/2016 Be able to use vouchers on app /04/2016 New, quicker machines w ould be fantastic /04/2016 Online /04/2016 I w as locked on a train at night and the company did nothing to help.i had to pick a lock.w orry about hiring competence not enforcing the new w orld order /04/2016 Reload card /04/2016 I like the mobile app. It has unleashed me from the machines. Again, that doesn't mean you should eliminate them unless you vastly improve the level of other alternatives for those w ho can only pay cash /04/2016 Thank you for the mobile app /04/2016 Don't take aw ay the cash option. It doesn't matter to me, but it matters to poor folks /04/2016 If it results in low er overhead and cheaper fares, get ride of the cash option /04/2016 A notice or agreement needs to show that fares are NOT refundable /04/2016 I w ould like to use tw o forms of payments on my corporate card and something else /04/2016 I saw the new actions for the 91 / Perris line the have TV to tell you w hich train is coming and Times, it w ill be nice to add TVs on the old stations /04/2016 Keep vending machines. Make coffee and beverages available on train or each station. Also WiFi and chargers /04/2016 Would love to use the app if it w orked as a TAP card on Metro Lines /04/2016 If I cannot purchased my ticket w ith cash at a ticket machine I w ill no longer ride the train. I have been riding w ith at group of 6 people for 10 years on metrolink, w e w ill no longer ride and drive in together /04/2016 Montly pass is so expensive and the machines only except so many bill, but not 100s. This is very inconvient. Unless I have a monthly pass, buying a ticket on public transit is usually something that happens right before a train ride. Having to be at a station w ith enough time to buy a ticket is not alw ays possible; I have missed a few connecting trains because I either needed to buy a ticket or needed to tap on (TAP pass) at a checkpoint not close to the train. I really prefer to do it on mobile/online /04/2016 I am an iphone user, so I prefer to pay w ith Apple Pay and store tickets w ith Apple Wallet, but the current metrolink implementation (in-app purchase + in-app ticket) is currently one of the best ticket purchasing experiences I've had to date, and I have lived in New York, San Francisco, and Seattle /04/2016 Don't remove cash option. It may be my only w ay home /04/2016 I w ould like to pay online and receive a digital ticket that can be placed in a passbook/w allet on my phone. This w ould also include metro rail pass like the paper ticket does /04/2016 Pass link or scan link on your phone w ould be nice /04/2016 Adding more ticket stations and/or a map show ing their locations. At Fullerton, only 6 ticket stations I know of /04/2016 If you get rid of the machines, the transfer to Metro function w ould need to be added to the Metrolink mobile app, only reason to buy hard copy ticket /04/2016 I w ish I can use the corperate card for purchasing monthly pass via iphone app /04/2016 Alw ays plan ahead and don't appreciate the restrictions on w hen a ticket can be purchased or used /04/2016 JUST LEAVE WELL ENOUGH ALONE /04/2016 The old w ay w ith a time card type system w as better for me. There are times that I don't ride the train and it w ould be nice to only pay w hen I use it /04/2016 Partner w ith US Postal offices and mailing service stores to offer Metrolink tickets for sale. 124

151 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /04/2016 Don't fix w hat doesn't need to be fixed /04/2016 I personally like the idea of the mobile app, how ever, I am using a phone that does not carry your app as it is a Blackberry (lol). It w ould be very convenient to be able to get a ticket anytime I need to, thus another accessible w ay w ould be online through a brow ser or at home w ith a credit/debit card /04/2016 CASH, CASH, CASH /04/2016 Please transition Corporate Quick Cards to MOBILE /04/2016 Save time, money and the environment w ith eticketing via purchasing through online methods /04/2016 Metrilink should consider providing the initial reloadable payment card to use for purchasing tickets at vending machines. For subsequent cards, the riders should pay a replacement fee /04/2016 The alerts at the station could be better. The marquee show s "Train Xyz is scheduled to arrive in 2 minutes" even w hen it is very late. It w ould be more informative if it could list the actual arrival time. In Paris, the RER train station marquees list the next 2 or 3 trains, their destination, and their estimated time of arrival. Also, it is nice that the marquee show s alerts w hen trains are late, but it w ould be even better if the w hole alert could be seen at the same time instead of scrolling. If I don't see the first part of the message all I know is something going somew here is late, but I have to w ait for the next cycle to see if it affects me. We riders can see that you are making steady progress and I appreciate it! Thank you! /04/2016 I w ould prefer to pay cash /04/2016 LOVE the online option to purchase via the app. It is much more convenient! /04/2016 I think now that people can buy their ticket online, too many of them w ait until the conductor asks for a ticket because they know they can just purchase it if it is asked for. I think you guys should raise the price if someone is purchasing a ticket 10 minutes or more after the trip has started. It w ould be a w ay to penalize those w ho think they can get aw ay w ith not paying for a trip /04/2016 Don't take aw ay cash..most ridiculous idea related to this train service I have ever heard /04/2016 Again the new train schedule sucks. Train #601 is alw ays late in arriving at LA Union Station. Making such a significant change in the schedule impacts a lot of people. Please change the schedule such that #601 arrives in LA at about 6:40AM /04/2016 For determining w hat pass is needed utilize an algorithm that sends the user dow n the correct path of options. For example, to determine w hether a w eekly or monthly pass is the better deal based on the number of days it w ill be used, w ill increase your ticket-buyer compliance rates. Have more outreach info on the train w hile people have nothing to do you could be educating them. But please no audio pollution /04/2016 The trains are late w ay too often /04/2016 Credit card is fine. Current machine displays could be easier to read /04/2016 I w ould like to pay less /04/2016 Metrolink should be adding w ays that riders can pay tickets not reduce /04/2016 I w ould use the metrolink app if it also w orked as a tap card for riding Metro /04/2016 I prefer cash and prefer that you do not change the vending machine system /04/2016 More intuitive displays on the ticket vending machines is a must. Touch screen displays w ould w ork best, and the ability to use the machines is multiple languages w ould be beneficial to customers /04/2016 Ticket Price is very High and i w ould like to see a reduction so i can ride every day /04/2016 Trains are consistently late 125

152 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /04/ /04/ /04/2016 Open-Ended Response I don't like the audit system of checking tickets. Am very annoyed w hen tickets are checked w hen I'm taking my nap. Turnstiles for ticketing possible? If the Metrolink App w as compatible w ith TAP, I w ould prefer to pay for my pass on my Smartphone. I'm glad you've asked questions about ease of use. The current systems and signage are very difficult /04/2016 pay online and be able to access ticket via w ebsite /04/2016 Each station must have at least tw o ticket vending machines in case one is out-of-order. The Pomona North station only has one ticket vending machine /04/2016 Clean the machines at the stations and keep them clean. In fact, the platform at Chatw orth is filthy. It needs a good steam w ash, and all the signs cleaned up /04/2016 I feel having both the mobile app and the ticket machines is a convenient w ay for most people /04/2016 I w ould like continue to have the ability to pay for my pass by credit card at train stations /04/2016 Mobile app if I could use it on Metro also /04/2016 The cash option needs to be available on location. Removing it w ould be a disservice to those w ho are poor and don't have access to computers and e-services, and may not have transportation to other locations to pay cash. I need the cash option w hen the machine is not w orking properly and w ill not accept my credit card. I do not w ant to travel to other locations to pay cash and w ant to do it on sight w hen needed. Thank you /04/2016 Consider Paypal as another payment method /04/2016 Please make sure w hatever new ticket machines you purchase w ork faster than the current ones /04/2016 See above. Paper-less incentives /04/2016 Debit/Credit is fine w ith me /04/2016 If some people don't like to buy tickets using internet or cell phones (for any w eird reason) you could have "Wireless POS" that could be used by your employees into the train. When they are validating the tickets they could charge the ticket's value using these devices because the most of the people have a debit/credit card, right now w hen the customer doesn't have the ticket they w ait for the customer to buy it online using your its cellphone or leave the train in the next station, but w e don't have an option to pay the ticket inside the train /04/2016 I w ould like to continue paying the w ay I have been paying as a loyal customer for over 15yrs /04/2016 Cash availability /04/2016 I hope they are able to keep the vending machines and I know there is not a ticket w indow at the San Bernardino Station open so w ithout vending machines w ould make if difficult to purchase for a person w ithout a debit card or cell phone /04/2016 Keep the kiosks. Many people w ill not purchase over the internet or I phone. I have internet at w ork and home, and I do not do financial transactions w ith them due to identity theft. I do not need an I phone and w ill not purchase one. How about a w ork monthly pas (Monday-Friday only) to low er the fare. Loving the Link.. Thank /04/2016 you /04/2016 I w ant a Metrolink mobile app that can also be used for the Metro /04/2016 I really w ish you w ould add the ability to pay w ith tw o forms a payment. I w ould use my corporate "Go card" and a personal credit card. The inconvenience arises w hen my Go Card does not cover the cost of my ticket. That requires me to travel to Union Station once a month to buy my ticket. Btw, I love the app. Bravo! But again please add the capability to pay using tw o forms a payment. For me my Go card and a credit card. That w ould be aw esome!!! Thanks /04/2016 Printing out tickets at home w ould be very convenient. 126

153 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? Q26. What else would you like to tell us about how you would like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /04/2016 Open-Ended Response I'd like to purchase my ticket through the app, ONLY if there's the option to use it interchangeably w ith metro & amtrak as w ell, just like I use my paper ticket currently. Otherw ise the app is useless to me since I utilize all 3 of these services regularly /04/2016 Lets keep everything relatively the same /04/2016 I like the corporate quick card. Also, being able to show on a phone w ould be good too (I think you have that already?) /04/2016 I prefer the mobile app. It's rather annoying and somew hat unfair to w atch people get aw ay w ithout having to pay for their ticket because the kiosk w as being used by someone else. Although, a draw back is that the app may be exclude many w ho don't have a bank account or credit cards /04/2016 I w ould like to be able to use the mobile app... it currently doesn't w ork on my Samsung 4... WTF! /04/2016 don't remove cash option for those folks w ho has no credit or bank account established /04/2016 I love the train and use the cash machines I don't like not having that option especially w hen the alternative w ill cost money to use and isn't an acceptable solution /04/2016 Nothing at this time but I w ould like to put in a w ord or tw o about the cars being short w hen it's time to go home after w aiting for half hour on a 4 car train and having to stand up until the train gets to the City of Industry, its not fair, its is not fair to cut cars and that's the only train in the evening that has 4 cars. That's the Montebello track/time 5:17 pm /04/2016 It w ould be very useful if riders could use TAP cards to pay for their Metrolink rides, as nearly all buses in Los Angeles along w ith all Metro light rail support the card /04/2016 I take the train to the beach w ith my kids only. I w ould be interested to know w hat other events or activities the train could take us to - like major sporting events, concerts, amusement parts, other big events that it w ould be easier to take the train to. Do you have an alert for special events i could take advantage of? If so add me at merrillmarlene@gmail.com Thanks /04/2016 quick trying to act like a communist country /04/2016 Please do not change the Metrolink Ticket vending machines. Poor people do not have access to credit cards debit cards etc. They mainly us cash. Lets keep Metrolink available to people of all social classes /04/2016 TVMs need to be a little more intuitive. Most people I've helped are confused because they think it's a touch screen machine /04/2016 I'm happy w ith my payment method /05/2016 Need a longer term pass /05/2016 Please get the app fully functional. The machines at the sylmar station are often not w orking, have glares from the sun that make it hard to see the screen, and have long lines on the first of the month. If the app still let me have the same tap functions that the paper ticket does, that w ould be heavenly!! /05/2016 I think for me metrolink app is fine but if in some people's case they need cash machine metrolink can also put universal payment method w hich w ill also w ork in octa /05/2016 I really like the ability to put my credit card in the machine and have it pull up my last transaction for me to choose. I can buy my pass in tw o minutes or less /05/2016 I'd really like to be able to use the corporate quick card w ith the mobile app /05/2016 Mobile app is great to buy tickets /05/2016 I really love the mobile app /05/2016 Nothing. I think that Metro is doing a good job in making transportation accessible to a w ide range of commuters /05/2016 Cash option should remain especially w hen vending machines don't w ork w ith credit card 127

154 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /05/2016 The w ay it currently is w orks perfect for me /05/2016 Give us a refund w hen the train seems to consistently make us 2 hours late in getting home. Saying "sorry for the inconvenience" just doesn't cut it. I tell people to avoid riding the trains if possible because you cannot count on the trains being on time /05/2016 Thank you for your service to all commuters /05/2016 Keep the cash machine. Cash is still king in this w orld /05/2016 Replace the second machine at Pomona North so w hen the one machine is dow n I can still buy a ticket /05/2016 Would like to be able to buy w ith my mobile phone and include MetroRail tap card because I connect to the Red Line /05/2016 the 684 train out of Union Station to Irvie at 2:11 pm..could u PLEASE PLEASE go back to departing at 2:15... the metro i take to Union Station is very often a few minutes behind and as a result i miss the 684 w ay to much. please change it back to 2:15 departure /05/2016 ChargING a fee to access tickets at alternate locationa or to recharge a card is not acceptable approach. Fare increases over the past 5 years should have compensated for that /05/2016 I like to see the conductor now checking the ticket every day in the train! /05/2016 I think there should be more than 1 line for Metrolink at the ticket w indow during end of month. Monthly pass holders can buy the ticket 5 days prior to end of month, but the lines can be very long w ith just 1 w indow open /05/2016 The start of 91 Metrolink at Perris is my first experience and I think it w as handled w onderfully. Plenty of information and plenty live assistance available. Thank you /05/2016 The NEW TVMs need to take 2 (or more) forms of payment for each transaction. Currently, I HAVE TO purchase my ML monthly pass from the ML w indow at Union Station because I have $255 on my Federal TranServe card and I pay the balance ($4) w ith cash. The current TVMs w on't let me do 2 credit cards for payment. If I could pay both parts w ith my credit cards at the TVM, I w ould do this; e.g. $255 w ith TranServe card and then $4 on my personal credit card /06/ /06/2016 US currency is legal tender for all debt, public and private. Metrolink should bear the responsibility of securing the payments for their services, and not pass additional burden onto their customers. Will appreciate being able to pay for a ticket on the train. On the LIRR on Long Island w e have the option to pay cash (costs more except for seniors and disabled) to help cover the increased labor costs. This makes it more convenient. I alw ays have to remember to buy my ticket before I board w hen in CA - please make this option available. New Union Station is w onderful - so much nicer. Thank you! /08/2016 Add new w ays to pay, that's fine, but don't take aw ay the basic w ay to pay (cash) /08/2016 With cash, there are no surprises. No hackers to steal credit cards or credit card numbers. For peace of mind and everyday ease, nothing beats cash. Maybe that's w hy it's still so popular, at least w ith me /09/2016 It w ill be nice w hen you get new vending machines that w ork consistently. The ones at my stop regularly experience technical difficulties /09/2016 fix the credit card readers!!! /09/2016 keep the vending machines /10/2016 Cash only /10/2016 its not me but my family members cash is still easy for them to use they do not carry card yet but still need to able to use the train w hen needed /10/2016 Just repeating that expecting riders to pay for the new $1.75 fares w ithout using cash w ould seem to discourage new ridership rather than increasing it. 128

155 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate /10/ /10/ /10/2016 Open-Ended Response The Perris Line is closer to my house, but it w ould be a 2-1/2 hour train ride. Not convenient. Also, there needs to be a one page statement for using the mobile app for companies w ho reimburse employees for rideshare. If I cannot pay cash for my ticket I w ill not use metrolink. You are obligated by law to accept US tender, i.e. cash. Can't do phone pass because need chip for subw ay. You could do a print at home pass, but show machine the bar code so you can get a pass w ith the chip /10/2016 Have one card that w orks for ALL LA area transit, metro rail, metro bus and Metrolink /10/2016 Cash should be an option. Electronic sometimes fails /11/2016 I w ould like to add that your current ticket machines are a nightmare. Even for those that use it daily or w eekly, there are far too many selections necessary to purchase a ticket. When you get new comers to your machine it slow s dow n the process to a craw l. Also it w ould be more convenient at Union Station to place one right outside the Gold Line track exit in the tunnel so people do not have to w alk all the w ay to one end or the other to transfer /11/2016 Metrolink's goal should be to make it convenient for travelers and taking aw ay the option to pay w ith cash w ill not accomplish that. Many individuals either lack the ability to get to alternate locations to purchase tickets or do not have credit cards. 129

156 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /12/2016 The vending machines seem to get hung up on the selection of the number of riders, causing confusion and delays /13/2016 Need more vending machines. People use cash. Some depend on it! /14/2016 I need to be able to use cash! /14/2016 I w ould like to continue paying cash for my metrolink ticket/pass, as I have for the past 22 years /15/ /16/2016 Train that picks up at 5:01 is extremely full that you can hardly find seats. You need to add more cars or add another line. Also need to add another machine. If that one is dow n you can't buy tickets. All location should have tw o machines. I need a printed official pass to show my employer to obtain a partial reimbursement each month /16/2016 I w ant to use cash at the station!!!! /17/2016 It seems that at All outdoor stations the ticket kiosk are alw ays very difficult to read because the sun makes it so you can't read the screen and there's been times I missed my train because I w asn't able to purchase a ticket /18/2016 Expand options w ithout eliminating options /18/2016 Please alw ays allow cash payments at ticket machines! /18/2016 The mobile app seems good, i just don't use it because it doesn't w ork on Metro. Which seems like a pretty big miss. Metrolink is supposed to Link to Metro, right? /18/2016 I w ould like to be able to split the payment betw een 2 credit or debit cards at ticket vending machines. I get $255 applied to my TranServe card each month, but my ticket is $273 w hich means I have to pay the balance myself. The only w ay to do that right now is by sending a check to the Pass by mail address /18/2016 As is done in most progressive, major cities (e.g., NYC), Metrolink should have in place many ticket/vending machines throughout the stations, especially at LAUS. I w ould prefer to use cash w hen and if I w anted to. oooo I bet my survey's /18/2016 already ex-cluded /19/2016 I just truly hope I can continue to pay cash /19/2016 Please consider 14 day (or variable period) passes or advance purchases of w eekly passes /19/2016 Keep the cash option. Many people do not have other options available. It is a p.i.t.a to have to find a w ay to add cash value to a payment card, ie... TAP /19/2016 Keep the option open to pay cash but I like the idea of having an app available too /19/2016 I w ould like to urge you to retain the cash payment option. We're not at a point in our financial evolution to eliminate it. We still use the penny! /19/2016 Make the prices cheaper, you thieves! /20/2016 Current vending machines are unreliable. I prefer machines that w ork; or buying on line and printing at home. This is not a cashless society for everyone and cash must remain an optioon /20/2016 I'll be able to pay it if all Metrolink stations had a station store and every staffed agent for Metrolink, amtrak, and OCTA 130

157 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /21/2016 Allow Tap cards to be used /21/2016 Once I obtain my passw ord on my phone I'm planning on getting the app on my phone to buy the monthly pass /22/2016 Having mobile apps w ith language options w ould make it much easier for people w ho do not know English to purchase tickets. In addition, I hope metrolink w ould not get rid of vending machines because first time riders may not know they have to buy tickets via phone and w ithout vending machines it is much more difficult for older generations to buy tickets since some are not good at technology (phones in particular) /22/2016 via a tablet/computer /23/2016 I w ould have no issues w ith going cashless at the stations if you w ould MAKE A WINDOWS PHONE APP for your tickets since you already did it for IOS AND ANDROID /23/2016 With cash at station vending machine Regardless of how I or other respondents can pay in w ays other than cash, cash is still essential for those w ithout bank accounts or too young to have a credit card. Even if only a small percentage of respondents can only use cash, it is still hundreds to thousands of people w ho w ould be left out to dry. I myself /23/2016 like the idea of having a reloadable card, but only if I can get the card itself for a one-time, nominal fee, and then reload it w ithout any further extra fees. Also buying a ticket online w ould be immensely helpful so I don't have to w orry about a long line or malfunctioning machine at the station /24/2016 Basically, to emphasize, I hope that Metrolink ticket vending machines WILL still accept cash. I am not going to be able to ride Metrolink then since I do not ow n a credit card. Please consider how there are people out there w ho do not ow n a credit card. What happens if someone rides Metrolink and he or she does not ow n a credit card? Thank you and I hope you'll understand /24/2016 Improve the usability of TVMs but keep the cash option. Thank you! /24/2016 it's discriminatory to exclude people w ho only have cash and no credit cards. dont metrolink a financial barrier to people w ithout a credit/debit cards /25/2016 Sell them at the gift shop at the station or at 7-11 stores near the Santa Ana station /25/2016 An app w ould be great, but unfortunately the app does not allow you to TAP (for use on MetroRail/subw ay) /25/2016 Keep the machines as is /26/2016 Please keep, and add more ticket machines at stations that also process cash customers /26/2016 Cash payment must be an option for those w ho do not have other means. Either at the station or on the train /26/2016 Cash option should continue to be available to all customers /26/2016 Just that I'm a fan of convenience, meaning pay the w ay that suits me /26/2016 I believe that the metrolink app. pass should w ork for metro such as the paper tickets /26/2016 I w ould like to be able to pay on my Window s Phone either on an app or via a mobile w ebsite /26/2016 Too expensive /26/2016 first choice: credit/debit card (if the vending machine w ill accept it) second choice: cash /27/2016 Coin 131

158 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /27/2016 The operating instructions / screen navigation for purchasing tickets on the vending machines is a bit daunting for some users. I have had to assist users w ho aren't familiar w ith the ticket-buying process /27/2016 The mobile app to buy tickets is sort of easy to use, but then you can't use those passes to transfer to other transit in LA. Also, it is not very w ell posted that your ticket expires 3 hours after you buy it /27/2016 I w ould like to buy it online if you could make the process easier than it currently is at the vending machines /29/2016 reloadable card w ithout extra fee at metrostation w ould sound resonable /29/2016 It has to be easy /30/2016 Having the ability to use Apple Pay or Android Pay at ticket vending machines w ould be aw esome. I w ould prefer to print at home. I am "legally blind" and it is hard to see the small /01/2016 print in your vending machines /01/2016 N/A - Make the w eekend pass good for Saturday and Sunday! /01/2016 Stop trying to get extra money out of us. Mobile App w orks great. Could this tool be enhanced to provide additional info? /01/2016 Schedules/delays/new s??? Off subject but it w ould be nice if the mobile app could w ork as a tap card. Just /01/2016 saying /01/2016 You need WiFi on the trains. Norw alk has tw o TVM's but needs more on busy mornings. Cash and credit /01/2016 card are my preferred methods of payment. I cannot use the mobile ticket app w ith a corporate card, and also have found that w hen I need to take an express bus around a delayed train, I needed an additional TAP card. Metrolink should enable mobile ticketing that allow s for /01/2016 additional payment to EZ pass partners w hen required. Critical that print at home option w orks w ith TAP system because I (and many riders) transition to the Red/Purple Line at Union Station in order to reach our /01/2016 final destination The train is late every single day. Seriously, if you expect to increase ridership you should increase the train frequency betw een 7 and 8 am at Glendale station and be on time. in addition to the existing train schedule maybe have trains that only travel from Santa Clarita to union station making all stops. Your plan needs to change as it is I am seriously considering not rising metro rail at all due to the /01/2016 stress your tardiness causes me in the morning. I like the metro mobile ticket but I can't use it for other type of transportation like /01/2016 the red line /01/ day pass doesn't give me 7 days of travel I can't tell if l am supposed to pay full price for my kids ages 12 and 9 or if I'm /01/2016 supposed to buy them the student tickets. It's confusing /01/ /01/2016 N/A Please keep cash as an option for payment at the machines. The credit card part doesn't alw ays process and cash is my backup plan, since that alw ays w orks /01/2016 I only buy from the ticket w indow because the TVM has double billed me before /01/2016 be able to buy on the train 132

159 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response While I like phone apps and generally prefer this method, I w ould like a backup method, such as having someone checking tickets being able to text a number or /01/2016 something in case my phone died /01/2016 Mobile app Perhaps let people pay by cash aboard the train. Occasionally the machines w ill not w ork at the Camarillo station. I tell the passengers to get aboard the train and /01/2016 let the conductor figure it out /01/2016 I feel cash is a very good option /02/2016 Cash is truly the easiest for non-college students like myself /02/2016 CASH OR CREDIT CARD. It w ould be nice to pay on the train w hen the vending machine is acting up as a /02/2016 backup /02/2016 I like getting dollar coins as change /02/2016 Ticket machines need to w ork quicker! /02/2016 Online or w ith an app on my smartphone I w ould prefer a reusable pass that I could pay online every month, and not use /02/2016 the ticket vending machines at all. I w ould like to be able to use ATM, Credit card, or cash. I w ould like for the vending machines to be more reliable, so that they are not out of order w hen it /02/2016 comes time to buy the monthly pass. This is a common occurrance that I I w ould like a TAP Card similar to (or the same as) that w hich Metro uses, so that I could load the value online. The ticket vending machines at multiple stations have not been accepting my credit card (w ith the security chip) so I have to pay /02/2016 at the Metrolink w indow at Union Station /02/2016 I like cash /02/2016 I just w ish it w as checked more often /02/2016 Needs to w ork on metro rail also This seems like another decrimitory practice by Art Leahy against passengers w ho may not be able to obtain credit or debit cards. Look forw ard to reading /02/2016 about the law suit in the LA times. I used the use the train a lot more often, but so many delays w ith trains have me /02/2016 driving more often now /02/2016 Na /03/2016 At vending machines that WORK We shouldn't be restricted to using non-cash forms of payment. There are many people w ho ride public transportation w ho have neither a bank account nor credit card. You w ould be doing them a serious disservice -- as these are the /03/2016 folks w ho need to avail themselves of puboic transport the most. I need a method to access metro stations w hich use the sensors. Options other than a metrolink-printed ticket w ill not allow for that. Work on your mobile app. It is useless other than to display a quick code for your ticket. At least add train /03/2016 arrival/departure times... Station alerts... something. Please /03/2016 Student Semester Pass. Like Metro's U-Pass. Thanks for the app. It makes it pretty easy to get a ticket if I'm in a rush. It w ould be nice if there w as a time w indow after the scheduled time to buy a ticket /03/2016 especially if the train is running late. 133

160 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response My employer provides us w ith a monthly Commuter Check. It w ould be nice if the vending machines w ould accept these checks so I didn't have to use the ticket w indow each month to buy my monthly pass, plus stand in the long line. I only /03/2016 have one option w hen purchasing a ticket, ticketing w indow at Union Station. Comment: We like to take the Angels Express and because of the time w e are buying tickets, w e and others have great difficulty seeing the screen to purchase tickets because the sun is glaring on it. Shade w ould help greatly as /03/2016 this slow s the ticket buying process considerably /03/2016 i am especially against debit cards as these offer less fraud protection /03/2016 Pay onboard exact change to cunductors like old days travel. Having more than one machine available as machines sometimes don't w ork /03/2016 Print at home w ould be great. What is really needed is a convenient w ay to and dow n 101 corridor/lax from /03/2016 the West Side of LA/VTA County, not VIA dow ntow n /03/2016 Cash less is good. Mass transit w as Tom Bradley's dream but it's being destroyed by the arrogant clow ns w ho run it and don't care as long as they get paid w hile the facilities and /03/2016 services deteriorate /03/2016 No Will there be an option to purchase tickets a day in advance if people have to go to a location other than the station to purchase tickets w ith cash? Are you having trouble w ith the machines and that's w hy you are considering eliminating the use of cash? Are you planning to put this survey questionnaire on board trains for customers to fill out w ho may not be aw are of the online link? Will you give people enough notice if and w hen a decision is made about their choices so they don't arrive at a station and realize they have lost an option for purchasing /03/2016 tickets? /03/2016 Would like to make future one day tickets using the app /03/2016 make more earlier morning routes /03/2016 Nothing...thanks for creating a survey :-) As someone w ho w ould like to ride it more frequently but can't afford buying full prices for the family, I'd love to see discount tickets for families that w ould allow /03/2016 several trips a year into Los Angeles. We love riding w hen w e can. :) Keep all options open. To discriminate against cash tickets w hen metrolink has barely a presence in w est Ventura county is outrageous. In Oxnard, w e have no speakers. No electric sign. No staff and you w ant to cut more? We barely /03/2016 have options for trains all the w ay to Oxnard /03/2016 Should be able to buy one day tickets in advance - often the machine is not w orking/over crow ded w hen the day of travel - also just one machine in Oxnard /03/2016 Payment is fine. It is the facilities that need improvement! Seats and internet /04/2016 Apple Pay, Android Pay and other major mobile payment /04/2016 I think the riders should have the option to use cash at the vending machines /04/2016 Bring back the ten-trip ticket /04/2016 I like to pay it in cash /05/2016 Apple pay as w ell as Google w allet and Samsung pay 134

161 Q26. What else w ould you like to tell us about how you w ould like to be able to pay for your Metrolink pass or ticket? RespondentID StartDate Open-Ended Response /06/2016 None /06/2016 Use my phone for payment on metrolink and on local transportation /06/2016 Tap card for everything /06/2016 None I like the option of cash and credit card, other payments. Public transportation should be easy for everyone to use. To assume that everyone has a credit card /06/2016 is a mistake. w e need 'you' I use you to travel from Camarillo to Burbank airport. Teaming /06/2016 w ith Amtrak /06/2016 I'm totally fine w ith using a debit or credit card /06/2016 Nothing One of the main problems I've experienced is the line-up of people w aiting to buy a ticket at the machine as the train is arriving in the station. Why not put a /06/2016 machine on the train, so I can buy it after I get on the train. I w ish that passenger train service of all types served Ventura County better /06/2016 As it stands, it really isn't very useful. I am just grateful to have Metrolink train service from Ventura! You guys are /07/2016 pretty damn good, thank you very much! /07/2016 n/a I w ould like to buy tickets in advance as I can on Amtrak over the internet w ith a /07/2016 ticket that the conductor can scan. I w ould like to use my acces pass and cash if my family members w here to /07/2016 come w ith me Cash. I w ant you to take cash. The only better alternative w ould be to not /07/2016 charge fares at all. I really like using the app to purchase tickets how ever so E people are not comfortable w ith the technology. Vending machines need to have both a cash /07/2016 and credit/debit card option for purchasing tickets. Have a kiosk in addition to ada at a regular height, hard to bend dow n and see, /07/2016 Make it simpler /07/2016 I love the idea of the vending machines accepting TAP card payments. TAP is accepted by everyone except Metrolink. Buying my passes by mail is convenient but it is limited since it only offers monthly passes. If I'm on vacation for a w eek, then I don't buy the monthly and I'll have to go to union station to purchase w eekly or daily passes, w hich takes me more than 1 hour out of my w ay. 135

162 A.2 Platform Interview Responses and Comments Metrolink Platform Survey Q1. How o fte n d o yo u rid e Me tro link? (Se le ct o ne ) Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt 4 or more days a week 46.7% or 3 days a week 16.8% 102 Once a week 6.9% times a month 11.2% 68 Less than once a month 17.3% 105 I no longer ride Metrolink 1.2% 7 a nswe re d q ue stio n skip p e d q ue stio n How often do you ride Metrolink? (Select one) or more days a week 2 or 3 days a week Once a week 1-3 times a month Less than once a month 136

163 A.2 Platform Interview Responses and Comments (Cont d) Q2. W he re d id yo u b uy / d o yo u usua lly b uy yo ur ticke t? Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Ticket vending machine 76.9% 464 Metrolink mobile app 10.3% 62 Metrolink ticket window 5.1% 31 My employer 1.8% 11 Other (please specify) 5.8% 35 a nswe re d q ue stio n skip p e d q ue stio n W here did you buy / do you usually buy your ticket? Ticket vending machine Metrolink mobile app Metrolink ticket window My employer Other (please specify) 137

164 A.2 Platform Interview Responses and Comments (Cont d) Q3. How d id yo u p a y / d o yo u usua lly p a y fo r yo ur ticke t? Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Credit/debit card 50.5% 304 Cash 36.9% 222 Corporate quick card 7.6% 46 Personal Check or voucher 0.2% 1 Other (please specify) 4.8% 29 a nswe re d q ue stio n skip p e d q ue stio n How did you pay / do you usually pay for your ticket? Credit/debit card Cash Corporate quick card Personal Check or voucher 138

165 A.2 Platform Interview Responses and Comments (Cont d) Q4. In the future, Me tro link s T icke t Ve nd ing Ma chine s ma y no lo ng e r a cce p t ca sh fo r p urcha sing ticke ts. W ha t wo uld yo u d o if yo u co uld no t p a y with ca sh fo r yo ur ticke t a t the ticke t ve nd ing ma chine? Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Use credit/debit card 75.3% 455 Pay with cash at a ticket window 8.6% 52 Use TAP, EBT, corporate card if this were available 10.9% 66 Pay with cash at a retail outlet if this were available 4.6% 28 Wouldn t ride Metrolink 6.0% 36 Other (please specify) 8.9% 54 a nswe re d q ue stio n skip p e d q ue stio n In the future, Metrolink s Ticket Vending Machines may no longer a ccept cash for purchasing tickets. W hat would you do if you could no t pay with cash for your ticket at the ticket vending machine? % 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% Use credit/debit card Pay with cash at a ticket window Use TAP, EBT, corporate card if this were available Pay with cash at a retail outlet if this were available Wouldn t ride Metrolink Other (please specify) 139

166 A.2 Platform Interview Responses and Comments (Cont d) Q5. Are yo u fa milia r with the Me tro link mo b ile a p p a s a wa y to b uy yo ur ticke t? Answe r Op tio ns Resp o nse Pe rce nt Resp o nse Co unt Yes - I like it and will continue to use it 21.6% 129 Yes - But I did not like it and will not use it in the future 7.0% 42 Yes - But I have not used it to purchase a ticket 21.2% 127 No - But I would consider using it in the future 29.3% 175 No - And I would not consider using it in the future 20.9% 125 a nswe re d q ue stio n skip p e d q ue stio n Are you familiar with the Metrolink mobile app as a way to buy your tic ket? Yes - I like it and will continue to use it Yes - But I did not like it and will not use it in the future Yes - But I have not used it to purchase a ticket No - But I would consider using it in the future No - And I would not consider using it in the future 140

167 A.2 Platform Interview Responses and Comments (Cont d) Q6. (Fo r limite d Eng lish sp e a ke rs): Do yo u ha ve d ifficulty und e rsta nd ing Me tro link info rma tio n, such a s fa re s, sche d ule s, a nd se rvice info rma tio n? Answe r Op tio ns Yes No N/A Resp o nse Pe rce nt Resp o nse Co unt 9.1% % % 234 a nswe re d q ue stio n skip p e d q ue stio n (Fo r limited English speakers): Do you have difficulty understanding Me trolink information, such as fares, schedules, and service info rmation? Yes No N/A 141

168 A.2 Platform Interview Responses and Comments (Cont d) Q7. Is the re a nything e lse yo u wa nt to sha re with me a b o ut ho w yo u wo uld like to p a y fo r yo ur Me tro link ticke t, o r a b o ut Answe r Op tio ns a nswe re d q ue stio n No Charts Available See Comments Re sp o nse Co unt

169 A.2 Platform Interview Responses and Comments (Cont d) Is there anything else you w ant to share w ith me about how you w ould like to pay for your Metrolink ticket, or about Metrolink service in general? RespondentID StartDate Open-Ended Response /19/2016 Wish the mobile app w orked a little better /19/2016 Conductor Scott is great /19/2016 Extremely unreliable tvms /19/2016 Love the conductors.. Very courteous /19/2016 Complicated for first time compared to nyc and Chicago /19/2016 More mid-day trains to OC /19/2016 Excited about the replacement /19/2016 More Spanish language options. Need help now w ith screens /19/2016 Would like the option to scan ticket purchased on mobile app rather than printing it out /19/2016 Usually buy a ticket the day before /19/2016 Credit card machines often don't w ork /19/2016 Communication /19/2016 More information on w eekends /19/2016 Tickets should be cheaper /19/2016 Trains are late. Some employees are rude /19/2016 Cards may not w ork at the machine and I may be in a hurry. Going cashless is risky in that w ay /19/2016 The machines need a better credit card slot. Also it w ould help if mobile tickets scanned /19/2016 Need a better mobile app. Would prefer to use that more /19/2016 Can I get a free ride? Machines are very complicated and need to provide more helpful information. Machines should /19/2016 provide additional information about your my trip if it involves multiple lines /19/2016 App w ouldn't accept my commuter credit card /19/2016 Sometimes the tvms go dow n /19/2016 It's ok Mentioned glitch in the app, couldn't buy ticket for remaining portion of trip after purchasing only a /19/2016 portion of trip; rancho to union station and then union station to Burbank Don't like limitations of mobile app, w ant info about train delays other than the Tw itter feed, still buy /19/2016 mostly paper tickets as it offers additional transfer benefits (ez-pass) over the mobile ticket /19/2016 Trains need to run on time, /19/2016 Ok service /19/2016 Would like option that buy on the train /19/2016 Customer is a veteran and w ould like to continue benefits through any future changes Sometimes the system crashes and taking a picture of the transaction as proof is not the best w ay /19/2016 to solve the problem /19/2016 Don't w ant to use mobile app because of phone storage space /19/2016 Sometimes buy multiple tickets from tvms due to poor customer experience /19/2016 Wants corporate quick card to be eligible for frequ mt rider program /19/2016 Machine reliability, don't w ant to miss your train; trains don't run on Saturday /19/2016 Want to be able to use the mobile app ticket for other transit partners Mentioned limited number of resets (4?) allow ed w ith mobile app. Wants this to go aw ay, be able /19/2016 to retrieve tickets from anyw here, including ticket vending machines /20/2016 Be able to by a ticket on the train /20/2016 Process w as easy, staff w as helpful in purchasing ticket /20/2016 Reliability of machines Like to be able to see recent transactions w hen inserting cards, w ould like to get better /20/2016 notifications in train delays Bring back 10 ride ticket, w ould like to have some sort of frequent buyer discount of incentive to /20/2016 buy tickets 143

170 A.2 Platform Interview Responses and Comments (Cont d) Is there anything else you w ant to share w ith me about how you w ould like to pay for your Metrolink ticket, or about Metrolink service in general? RespondentID StartDate Open-Ended Response /20/2016 Infrequent service /20/2016 Intergrate w ith mobile app, corporate quick card /20/2016 Like the app, but doesn't give address to metro; w ould like pro-rated monthly pass Bought the w rong ticket and there w asn't a w ay fix it and w as w orried she w as going to get kicked off the train. Build more nice stations like ARTIC. Build a transportation system so that /20/2016 w ealthy communities also get to take and is reliable /20/2016 Want to be able to transfer to metro using app /20/2016 Worried about kinks in app /20/2016 Want to add metro transfer to app /20/2016 This station has issues. No parking. Liked the old station /20/2016 Want to be able to transfer to metro /20/2016 Want to be able to transfer to metro w ith app Bought the w rong ticket and there w asn't a w ay fix it and w as w orried she w as going to get kicked off the train. Build more nice stations like ARTIC. Build a transportation system so that /20/2016 w ealthy communities also get to take and is reliable /20/2016 First time rider /20/2016 Monthly pass on app /20/2016 Can't find train schedules and maps at the stations /20/2016 Trains running on time /20/2016 Machine reliability /20/2016 Like trains /20/2016 Machines not printing tickets /20/2016 Parking at Anaheim is terrible, trains are late, fatalities /20/2016 Likes Metrolink. Like 10 w eekend pass. Wishes more people. Best w ay to see LA /20/2016 Can't read screens in the sun, w ant a machine on the train /20/2016 Stopping is good /20/2016 I like the train a lot! Been riding for 5 years! /20/2016 The new vending machines don't w ork most of the time. And the security is alw ay asleep /20/2016 TVM KLUNKY /20/2016 Schedules on app? /20/2016 TVM KLUNKY /20/2016 Lines are too long, no restrooms, no seating, new schedule times, not convenient /20/2016 Service is good /20/2016 Provide schedule of trains at tvm /20/2016 Schedule more trains, cleaner bathrooms /20/2016 Tvm seems not to w ork at times /20/2016 No bathrooms /20/2016 Love the train. Don't take aw ay the cab option. Senior citizen and don't have a credit card /20/2016 Sometimes trains break dow n and personal seems to not understand. Add more schedules /20/2016 Need security at Burbank. No security at all /20/2016 More frequent trains /20/2016 Language preferences on tvms /20/2016 Times inconsistent, mechanical issue doors 144

171 A.2 Platform Interview Responses and Comments (Cont d) Is there anything else you w ant to share w ith me about how you w ould like to pay for your Metrolink ticket, or about Metrolink service in general? RespondentID StartDate Open-Ended Response /21/2016 Good service /21/2016 Should pay on train and TVM App didn't w ork: took more than usual /21/2016 Make sure TVM w orks /21/2016 Tvms at Rialto w ere broken and made it late /21/2016 Conductor not making announcement appropriately. Lack of communication /21/2016 Fumes in car /21/2016 Would like updates on service delays quicker /21/2016 Santa Ana station TVM is broken and doesn't read card sensor /21/2016 OC 6:05 line is alw ays late and unreliable /21/2016 Reloadable fare instead of purchasing new tix /21/2016 Add disclosure about monthly passes on app (doesn't roll over) /21/2016 More trains to LA, too few, too crow ded /21/2016 Very enjoyable /21/2016 Good service! /21/2016 More train times /21/2016 Summertime from LAUS it's too crow ded - more trains? More schedule times? /21/2016 Worst ticket interface, not organized in an easy w ay, /21/2016 Machines sometimes don't w ork /21/2016 First time riding /21/2016 Slow trains, not on time. Fix app so you can see full schedules /21/2016 TVM didn't accept debit cards /21/2016 More schedule times /21/2016 Going cashless w ould alienate folks /21/2016 Schedule of trains, frequency /21/2016 Mobile app - annoying to enter everything all over again /21/2016 Ticket w indow at union station never open, maybe have a refillable card? /21/2016 TVM are not intuitive and screen is too hard to see. Very frustrating /21/2016 TVM at Santa Ana alw ays malfunctioning /21/2016 I prefer using cash and it is easier /21/2016 The train smells good /21/2016 More frequent service /21/2016 Change w ould mainly affect young riders w ho don't ow n cards /21/2016 Superb! /21/2016 Work on refunds. Too much time getting response /21/2016 On time trains to make connections /21/2016 No restrooms at slymar /21/2016 Issues w ith purchasing tickets via machine, sees many people struggle w ith sylmar TVMs /21/2016 Saturday service is not convenient /21/2016 Have a vending machine at stations, indoor w aiting areas /21/2016 Enforce quiet cars /21/2016 Trains are often late. No up to date information. Voice alerts are not accurate. Quiet car is a joke /21/2016 Train schedule more consistent /21/2016 Put the schedules and real time info on the app itself /21/2016 If you are asking to see tickets, ask everybody don't target people 145

172 A.2 Platform Interview Responses and Comments (Cont d) Is there anything else you w ant to share w ith me about how you w ould like to pay for your Metrolink ticket, or about Metrolink service in general? RespondentID StartDate Open-Ended Response /21/2016 Consistently late /21/2016 Like service overall and like focus on timeliness and safety /21/2016 Cash is best option. TVM fails often /21/2016 More security on trains /21/2016 I have to buy a 7 day pass but I only need 4 days /21/2016 Be on time /22/2016 More human presence /22/2016 Tvms are very hard to understand /22/ train is alw ays late in the morning. Not ok. Wish there w as more midday trains /22/2016 Better Saturday bus connections /22/2016 Trains being late /22/2016 Need more options, some people don't know how to use phone /22/2016 Delayed, no communication /22/2016 Palmdale buses no longer match train schedules. Like the price and that they check tickets /22/2016 Ride alerts are not very accurate. Need to know w hen train is coming /22/2016 Delays Prefer keeping cash options. The dollar coins are problematic. Incentives to use dollar coin /22/2016 Screens too dim. Are slow and unreliable /22/2016 Some Seats need to be redone. The older cars have better seats /22/2016 Bathrooms at Sylmar /22/2016 All payment options should be available /22/2016 Understanding disability circumstance /22/2016 This is a test. Do not use /22/2016 Late night services more frequently w ould be amazing! /26/2016 You w ill see an increase in fare evasion and people riding w ithout a ticket /26/2016 Low er the prices /26/2016 It w ould be safer at the machines if cash w as not an option /27/2016 The track for my train changes frequently, w hich is confusing /27/2016 I like service. It w orks for me. Seniors should ride free They need to keep taking cash. Need a disabled day pass. Need more early morning and w eekend /27/2016 services. Need w heelchair access over tracks /27/2016 More frequent service. More midday service /27/2016 Machines are broken and need to be fixed /27/2016 Weekend service to Norco /27/2016 I enjoy the service. People are polite /27/2016 The AC on the trains need to be fixed. Wifi enabled trains. Low er prices /27/2016 Trains are late. Out of their control sometimes but still difficult /27/2016 Why does the riverside train come so early? Need later options /27/2016 Get the app to do the transfer to metro rail. Needs to be on time more /27/2016 Fix the broken machines /27/2016 Longer hours w ould be nicer. More evening hours, like for Dodgers /27/2016 Please don't eliminate cash systems /27/2016 Would like to see corporate quick card function in mobile app /27/2016 Invest in more stops /27/2016 Mobile app through the rail faregate 146

173 A.2 Platform Interview Responses and Comments (Cont d) Is there anything else you w ant to share w ith me about how you w ould like to pay for your Metrolink ticket, or about Metrolink service in general? RespondentID StartDate Open-Ended Response /27/2016 More trains that go further out /27/2016 Service is good More ticket machines at the stations. No smoking signs on platforms. More train alerts. Better /27/2016 contingency plans for delays /27/2016 Ticket machines don't alw ays print w ell. No plan b for delays /27/2016 App should have native schedules /27/2016 Very helpful staff. Very easy to use /27/2016 I like the Tw itter feed for delays /27/2016 Will use mobile once it gets through subw ay. Need new TVMs /27/2016 Don't announce doors are closing w hen people are still w aiting to get off /27/2016 Service is not bad. The suicides are very difficult to deal w ith the delays Need the mobile ticket to go through the subw ay. Lots of mechanical issues causing delays /27/2016 Need greater reliability /27/2016 Service is w orking for me /27/2016 Would like the mobile app to get me through the red line /28/2016 Please fix the machines /28/2016 Need to get app to go to red line. Need new ticket machines /28/2016 Needs to be on time more /28/2016 Need trains on time more. Better job letting me know about late trains /28/2016 Have mobile accept corporate card. Trains are not on time, /28/2016 More midday service /28/2016 Need mobile to be accepted on red line. Need cell or w ifi in Union station No reason for late service, no air conditioning, random stops. Need express stops. Figure out the /28/2016 schedule and fix it /28/2016 Late trains are an issue /28/2016 Late trains are an issue /28/2016 More updates from conductors /28/2016 Cheaper tickets /28/2016 Trains are cold /28/2016 I like the old mobile app better. I need to plug in station pairs every time /28/2016 Trains need to be I time /28/2016 Bus drivers aren't recognizing mobile ticket as valid for transfer /28/2016 Feel the cost should be reduced 10% /28/2016 Would use the online tool if it w ere compatible w ith metro /28/2016 In the event of train delays the info is confusing /28/2016 Current machines are slow. New machines w ould need to be fast /28/2016 Sounds great! Remove cash! /28/2016 Wish app had schedule applied to it /28/2016 Train delay due to mechanical error/strike late to w ork. Would w ant plan for delays /28/2016 Don't go cashless. It is a federal law to accept cash /28/ train alw ays stalls due to single track /28/2016 Pretty content w ith content /28/2016 Train stalled due to single tracking, alw ays late /28/2016 If it goes cashless then he w ouldn't ride it. Cash is his only form of pay /28/2016 TVM are hard to pay /28/2016 Prices are getting too high. 147

174 A.2 Platform Interview Responses and Comments (Cont d) Is there anything else you w ant to share w ith me about how you w ould like to pay for your Metrolink ticket, or about Metrolink service in general? RespondentID StartDate Open-Ended Response /28/2016 Ow e me $400 for TVM malfunctions /28/2016 Why 4 cars /28/2016 TVM are confusing /28/2016 Joining the TAP card to the TVM /28/2016 Needs more TVMs at station in Fontana /28/2016 TVM is hard to use /28/2016 Activation of ticket is a problem - little confusion /28/2016 For seniors the monthly pay is not feasible, so he does daily because in the long run it is cheaper /28/2016 TVM DOESNT WORK /28/2016 App isn't user friendly /28/2016 Clearer instruction for car doors /28/2016 Mobile app specifics /29/2016 If you cancel your trip, provide a refund option. No w eekends in riverside. More times need to be added for Moreno Valley to LA. Provide a faster /29/2016 alternatives for elderly and disabled /29/2016 The machine screens are not visible /29/2016 Have more support to help w ith ticket purchases /29/2016 Need an information booth in riverside /29/2016 Machines run very slow. I'm alw ays in a rush and sometimes i miss my train /29/2016 Get touch screens like at the perris station /29/2016 I don't like the dollar coins /29/2016 The train needs to w ait a little longer before it leaves /29/2016 Cheaper ticket prices, please /02/2016 Can't read machine at Baldw in park /02/2016 Sometimes the trains are delayed /02/2016 For a lot of folks the loss of cash w ould be tough. A lot of the people here only use cash /04/2016 Cash is convenient but I usually use my debit card /04/2016 I prefer cash and w ould not support the removal of the option of cash Going cashless is a bad idea. People need this. Bathrooms need to be cleaned up. Not sanitary /05/2016 and smelly. 148

175 A.2 Platform Interview Responses and Comments (Cont d) Is there anything else you w ant to share w ith me about how you w ould like to pay for your Metrolink ticket, or about Metrolink service in general? RespondentID StartDate Open-Ended Response /05/2016 Likes service /05/2016 Want Ventura county fair train again /05/2016 Wants tap access on mobile app Machines at Simi Valley alw ays broken. Wants Ventura county line service on w eekends. Loves /05/2016 $10 w eekend pass /05/2016 Very relaxed /05/2016 Ride amrra /05/2016 Think it's bad to get rid of cash. Not everyone has a card /05/2016 More electrical outlets /05/2016 Crack dow n on free riders /05/2016 Easier to buy from machine by using cash. Would make it more difficult as senior to purchase ticket /05/2016 Don't think it's a good idea to get rid of cash not convenient to take aw ay cash /05/2016 It w ould good to have cash option since the credit often does not w ork Replace tvms. Conductors need to be courteous w ith seniors getting off the train. The stops are /05/2016 too short /05/2016 Need cash as an option Wish you could buy ticket on train. Wish there w as bathroom and coffee at each station for w hen /05/2016 there are delays /05/2016 The machines are not reliable and does not read credit card. Want to keep cash as an option /05/2016 Machines are aw ful. Alw ays broken dow n. App is great as backup /05/2016 Later train going north w ould hep riders coming into this area /05/2016 Why are machines dow n on 1st of month. Turned off on w eekends during peak pass period /05/2016 Like train but need more connectivity. 149

176 A.2 Platform Interview Responses and Comments (Cont d) Q7. Is there anything else you w ant to share w ith me about how you w ould like to pay for your Metrolink ticket, or about Metrolink service in general? RespondentID StartDate Open-Ended Response /31/2016 Clearer instruction for car doors /31/2016 Outdated Keep the cash - riverside /01/2016 More schedule times - riverside /01/2016 App not easy to access on train /01/2016 Likes cashless, w e live in paperless w orld - Montclair /01/2016 The TVM is slow /01/2016 Don't go cashless Saturday/Sunday's are a mess w ith people on train. People are hostile. Not enough /01/2016 supervision /01/2016 Leave the system as is so I can pay w ith cash Convenient for her to use cash payments. Very familiar w ith schedule and times for /01/2016 moving around to Cal State LA. (Spanish speaker) /01/2016 Add more machines /01/2016 Service is good /01/2016 They should have more security on trains, almost had backpack stolen /01/2016 Consider using disability card (LACTOA Disabled transit access card). Would consider using the app but w onders w hat w ould happen if her phone w eren't /01/2016 charged /01/2016 Put ticket machines in train. Difficult to get w hen in a hurry /01/2016 Better connection to the beach /01/2016 Keep the cash option /01/2016 Oxnard - can't see interface due to sun /01/2016 Online, hard time trying to find parking options and discourages going cashless /01/2016 Enjoys the Metrolink service /01/2016 Need to improve maintance /01/2016 Tvm are usually too busy to be used /01/2016 "I'm glad the Oxnard track platform has lighting." /02/2016 Concerns w ith passenger services w hen services are being cancelled/rerouted due to traffic accident. Would like to see better accommodations for stranded passengers /02/2016 Don't get rid of the cash option No credit card/ depit card to use. Keep cash payment option. Many people don't have /02/2016 any other option /02/2016 Everything good, w hen updating furniture? Need more plugs, w ant w ifi 150

177 A.2 Platform Interview Responses and Comments (Cont d) Q7. Is there anything else you w ant to share w ith me about how you w ould like to pay for your Metrolink ticket, or about Metrolink service in general? RespondentID StartDate Open-Ended Response /02/2016 Add another machine - Oxnard Add w ifi Difficult to pay w ithout cash. Maybe a voucher system to purchase monthly like bus /02/2016 passes. Does app w ork for corporate monthly accounts? I have never heard of a transportation agency in a major American city denying people w ho pay cash. There's a w hole economic part of society that do not have credit cards. It's denying access to /02/2016 a significant part of our society, the poor, and I'm against it /02/2016 Doesn't understand the interface and directions of the TVM - Oxnard /02/2016 Enjoyed the ride. It's a good service /06/2016 Often inaccessible and lights don't w ork w ith bad w eather /06/2016 Want more machines, very hard to buy tickets and if can't buy tickets the conductor may or may let them on, can't buy tickets on the w eekend for Monday. Very frustrating /06/2016 Not commuter friendly, very dirty bathrooms, don't get rid of cash option for TVM /06/2016 Still need cash option /06/2016 Not an option to buy at the w indow in oxnard /06/2016 Cash holds up the line prefer credit, Oxnard /06/2016 Monthly pass should get prorated for the month if purchased later in the month /06/2016 Cash, don't change it /06/2016 Add Window s phone support /06/2016 Ticket vending machine in Baldw in Park is very difficult to read. Long overdue but it's a great system. Fantastic service. Glad it's here in Southern /06/2016 California /06/2016 Sometimes the machine does not accept my credit card /06/2016 I w ish it w ould be on time More announcements should be made about using headphones to keep sound to self /06/2016 and not bother other passengers /06/2016 Sometimes trains get canceled and w e aren't told More train services in the late evening w ould be helpful. Machines are convenient /06/2016 Payment cash at machines are preferable. 151

178 Appendix A.3 Public Workshop Summaries and Comments 152

179 Appendix A.3 Public Workshop Summaries and Comments (Cont d) 153

180 Appendix A.3 Public Workshop Summaries and Comments (Cont d) 154

181 Appendix A.3 Public Workshop Summaries and Comments (Cont d) 155

182 156

183 Appendix A.3 Public Workshop Summaries and Comments (Cont d) 157

184 Appendix A.3 Public Workshop Summaries and Comments (Cont d) 158

185 Appendix A.3 Public Workshop Summaries and Comments (Cont d) 159

186 Appendix A.3 Public Workshop Summaries and Comments (Cont d) 160

187 Appendix A.4 Public Hearing Minutes Available on 09/16 161

188 Appendix A.5 Additional Comments Comment Comment 162

189 Appendix A.5 Additional Comments (Cont d) Comment Comment 163

190 Appendix A.5 Additional Comments (Cont d) Comment 164

191 Appendix A.5 Additional Comments (Cont d) Mail Delivered Comment 165

192 Appendix A.5 Additional Comments (Cont d) Mail Delivered Comment 166

193 Appendix B.1 Public Communications Public Hearing Notice (English) 167

194 Appendix B.1 Public Communications Public Hearing Notice (Spanish) 168

195 Appendix B.1 Public Communications Public Hearing Notice (Chinese-Simplified 简体中文 ) 169

196 Appendix B.1 Public Communications Public Hearing Notice (Chinese-Traditional 繁體中文 ) 170

197 Appendix B.1 Public Communications Public Hearing Notice (Japanese ( 日本語 )) 171

198 Appendix B.1 Public Communications Public Hearing Notice (Tagalog) 172

199 Appendix B.1 Public Communications Public Hearing Notice (Armenian (Հայերեն)) 173

200 Appendix B.1 Public Communications Public Hearing Notice (Korean ( 한국어 )) 174

201 Appendix B. 1 Public Communications Public Hearing Notice (Vietnamese (Tiếng Việt)) 175

202 ((عربي) Appendix B. 1 Public Communications Public Hearing Notice (Arabic 176

203 Appendix B. 1 Public Communications Public Hearing Notice (Russian Pg. 1) 177

204 Appendix B. 1 Public Communications Public Hearing Notice (Russian Pg.2) 178

205 Appendix B.2 Public Communications Website Information 179

206 Appendix B.2 Public Communications (Cont d) Website Information 180

207 Appendix B.2 Public Communications (Cont d) Website Information 181

208 Appendix B.2 Public Communications (Cont d) Website Information 182

209 Appendix B.2 Public Communications (Cont d) General Notice: Seat Drop 183

210 Appendix B.2 Public Communications (Cont d) General Notice: E-Blast 184

211 Appendix B.2 Public Communications (Cont d) General Notice: Social Media 185

212 Appendix B.3 Public Communications Community Meeting Materials 186

213 Appendix B.3 Public Communications Community Meeting Materials (Cont d) 187

214 Appendix B.3 Public Communications Community Meeting Materials (Cont d) 188

215 Appendix C.1 Survey Instrument - Title VI Online Survey (Pg. 1) 189

216 Appendix C.1 Survey Instrument - Title VI Online Survey (Pg. 2) 190

217 Appendix C.2 Survey Instrument - Station Interview Questions Introduction Metrolink New Fare System Study Station Interview Guide July 2016 Hi there, I am working for Metrolink. We are gathering opinions from our riders about how they buy their Metrolink tickets. May I ask you a few brief questions while you wait for the train? If YES, proceed to Prompts below on the Survey Monkey online survey: If English is limited, ask if you can give them information in a language they prefer, then proceed to Closing. If NO, or if interview is cut short, proceed to Closing. Prompts 1. How often do you ride Metrolink? A. 4 or more days a week B. 2 or 3 days a week C. Once a week D. 1-3 times a month E. Less than once a month F. This is my first time G. I no longer ride Metrolink 2. Where did you buy / do you usually buy your ticket? A. Ticket vending machine B. Metrolink mobile app C. Metrolink ticket window D. My employer E. Other (specify) 3. How did you pay / do you usually pay for your ticket? A. Credit/debit card B. Cash C. Corporate quick card D. Personal check/voucher E. Other (specify) 4. In the future, Metrolink s Ticket Vending Machines may no longer accept cash for purchasing tickets. What would you do if you could not pay with cash for your ticket at the ticket vending machine? A. Use credit/debit card B. Pay with cash at a ticket window C. Use TAP, EBT, corporate card if this were available D. Pay with cash at a retail outlet if this were available E. Wouldn t ride Metrolink F. Other (specify) 191

218 Appendix C.2 Survey Instrument - Station Interview Questions (cont d) 5. Are you familiar with the Metrolink mobile app as a way to buy your ticket? A. Yes, I am familiar. I like it and will use it to buy tickets in the future. B. Yes, I am familiar. I did not like it and will not use it to buy tickets in the future. C. Yes, I am familiar. I have not used it to buy a ticket. D. No, I am not familiar. I would consider using it in the future. E. No, I am not familiar. I would not consider using it in the future. 6. (For limited English speakers): Do you have difficulty understand Metrolink information, such as fares, schedules, and service information? A. Yes B. No C. N/A 7. Is there anything else you want to share with me about how you would like to pay for your Metrolink ticket, or about Metrolink service in general? <Open entry> Closing Hand them an information card. Thank you for your time. Please consider following this link to find out more about Metrolink s plans for new payment options and take our online survey. We also invite you to share your opinion at one of the public information sessions we will be hosting. Have a great day! 192

219 Appendix D.1 Disparate Impact/ Disproportionate Burden Policy Adoption 193

220 Appendix D.1 Disparate Impact/ Disproportionate Burden Policy Adoption (Cont d) 194

221 Appendix D.1 Disparate Impact/ Disproportionate Burden Policy Adoption (Cont d) 195

222 Appendix D.1 Disparate Impact/ Disproportionate Burden Policy Adoption (Cont d) 196

223 Appendix D.1 Disparate Impact/ Disproportionate Burden Policy Adoption (Cont d) 197

224 Appendix D.2 Public Participation Plan Adoption 198

225 Appendix D.2 Public Participation Plan Adoption 199

226 Appendix D.2 Public Participation Plan Adoption 200

227 Appendix D.2 Public Participation Plan Adoption 201

228 Appendix D.2 Public Participation Plan Adoption (Cont d) 202

229 Appendix D.2 Public Participation Plan Adoption (Cont d) 203