How can I give effective service feedback to MARTA?

(scroll to end for how to get a response…)

Email: custserv@itsmarta.com

WWW: a formal service survey

Telephone: (404) 848-5000 or TTY (hearing impaired) (404) 848-5665*

*Note that all MARTA customer functions have been consolidated under this number. Old numbers (such as 404-848-4711 for scheduling) will continue to work. The only exception is the emergency (MARTA Police) which remains at 404-848-4911 emergency or 404-848-4900 non-emergency.

Mail: MARTA
ATTN: Customer Service
2424 Piedmont Road, NE
Atlanta, GA 30324-3311



H.E.A.T. gets results

When making a comment, complaint, or commendation for which you want a follow-up, be sure to request something called a H.E.A.T. number from MARTA Customer Service. You can later request the status of a comment, complaint, or commendation using the H.E.A.T. number.

How to make an effective comment:

If you would like to comment, commend or complain about a specific trip, be sure and note the time, location and route. If possible note the following information as well:

Bus
§ The bus route number (i.e. route #23 Peachtree) and direction of travel (i.e. headed towards the Arts Center Station)
§ The bus vehicle number (4 digit number painted inside and outside the bus, i.e. 2866)
§ The schedule "block" or "run" number (1 or 2 digit number in lighted indicator in lower front door-side windshield) note that you should confirm this with the operator since they are frequently not updated
§ The operator (driver) name and badge number
§ The specific schedule time of the trip (i.e. 9:20 am departure from Lenox Station)
§ The location with cross street, if applicable

Bus Stop
§ The location of the stop including bus route(s), direction of travel, street, cross street, etc.
§ Stop type, including shelter, type of shelter (advertising or non-advertising), bench, park & ride, etc.

Rail
§ The route (i.e. North Springs train)
§ The railcar number (3 digit number painted inside and outside the railcar and posted above the operator intercom, i.e. 662)
§ The train number (on older trains this alternates with the destination on the front electronic sign, on newer trains there are separate destination and train number electronic signs on the front, i.e. North Springs - 201)

Stations
§ Station Name
§ Location (i.e. north bus bay, lower fare gate array, northeast entrance, Trinity Street entrance, etc.)
§ Escalator number, if applicable
§ Elevator number, if applicable
§ Fare gate number and location, if applicable
§ Token Vending Machine (TVM) location, if applicable
§ Platform (i.e. eastbound or westbound side) if station with side platforms, if applicable

Personnel
§ All personnel have an employee ID # and name on their MARTA ID card which must be displayed at all times on the system. This is a card with the MARTA logo and colors, with the employee picture, name and ID # on it. Additionally, bus and rail operators have a badge number. MARTA contractors have the word CONTRACTOR in boldface on their IDs. MARTA police also have police identification and badge numbers.

Fare Collection
§ MARTA Revenue Agents, who can collect fares at stations or assist with Token Vending Machines, will always be in MARTA uniform and have a badge displayed. No MARTA employees other than RideStore clerks are authorized to collect or handle cash from a customer by hand for any reason. If a non-uniform individual attempts to sell you a token or holds a fare gate open for you, call MARTA police at 404-848-4911 to report it. You can also use the white, blue, or red phones in the stations.