February 14, 2024

Group Provides Vital Feedback on Customer Experience

ATLANTA – The Metropolitan Atlanta Rapid Transit Authority (MARTA) is seeking people to serve on its Riders’ Advisory Council (RAC), an all-volunteer group that provides feedback on improving the overall transit experience for customers. The current council members are stepping down in May following a two-year term. 

The council is comprised of 25 members reflecting MARTA’s diverse customer base and hailing from its four service jurisdictions: City of Atlanta, and Clayton, DeKalb, and Fulton counties. Anyone is eligible to sit on the council except for MARTA employees, owners or employees of businesses with active MARTA contracts, elected officials, and those younger than 18.

“The RAC offers a forum for transit stakeholders to share their concerns and opinions, and members serve as an important link to the communities we serve,” said MARTA Chief Customer Experience Officer Rhonda Allen who presides over the council. “I encourage transit advocates and critics to apply so together we can ensure customer input is part of the decision-making process.”

Sitting RAC member Jason Hamilton of Fulton County said the experience has been informative and rewarding. “It allowed me to better understand how MARTA supports and serves the metro Atlanta area,” Hamilton said. “I like that MARTA wants to get our opinions and is interested in seeing things from the customers’ point of view.”

Debra Meadows of DeKalb County said being on the RAC has helped change her outlook about transit. “It's easy to be on the outside looking in, but if you participate in the RAC, you will find out what's really going on and how you can make a difference,” Meadows said. “The group is so diverse and it's good to find out all the ways that people use MARTA. It also inspired me to ride more and to share what I've learned with my community.” 

The council meetings are held on the first Wednesday of each month, beginning in June to provide input on various topics including helping MARTA improve mobile apps and our digital customer communication platforms, rail station appearance and amenities, and major transit expansion projects.

RAC members learn about the inner workings of the transit system, participate in behind-the-scenes tours of operating facilities, and receive briefings on proposed transit initiatives and MARTA’s governance and finance. They also have opportunities to interact directly with fellow customers while serving as transit ambassadors during special events such as sporting events and concerts.

Completed applications are due by March 29 and finalists will be announced by April 24. Interested candidates can apply online or pick up and return a printed application at MARTA headquarters, located at 2424 Piedmont Road NW in Atlanta as well as the following locations:

  • Five Points Station, Customer Information Kiosk
  • Five Points Station, Ride Store
  • Airport Station, Ride Store

Applications are available in Spanish.

To learn more about the RAC and apply to be a member, visit MARTA (itsmarta.com).



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