Meeting_Body
OPERATIONS, SAFETY, AND CUSTOMER EXPERIENCE
APRIL 16, 2026
Subject
SUBJECT: EMBRACING NEURODIVERSITY IN TRANSPORTATION
Action
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE the report of the Neurodiverse Rider Experience Survey & Engagement (Initiative) (Attachment A).
Issue
ISSUE
Metro is committed to providing a transportation system that is inclusive, accessible, and welcoming to all riders. In response to Board Motion #32.1, authored by Directors Mitchell, Yaroslavsky, Dupont-Walker, Butts, Sandoval, and Padilla (Attachment B), Metro initiated a comprehensive effort to gather feedback from neurodivergent individuals, including those with autism and other developmental disabilities, as well as their caregivers, on their experiences using public transit and opportunities for improvement. Through a systemwide survey, mystery rides, listening sessions, and peer agency research, Metro gathered input on barriers to using public transit and potential opportunities for improvement. The findings from this Initiative will help inform future service and customer experience enhancements.
Background
BACKGROUND
Metro strives to provide a safe, clean, reliable, and welcoming transit system for all riders. Delivering an inclusive and accessible system has long been central to Metro's mission and extends beyond meeting the minimum requirements of the Americans with Disabilities Act, reflecting Metro's commitment to serving the diverse needs of Los Angeles County.
As Metro continues to advance accessibility across the system, there is growing recognition that riders with non-apparent disabilities, including those who are neurodiverse, may experience barriers that are less visible but still significant when using the Metro system. These barriers can include sensitivity to noise, smells, and crowding; challenges navigating complex or unclear information; and difficulty adapting to unexpected service disruptions, such a...
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