Customer Experience Progress Report

We’re turbocharging hiring…

Hiring for Bus and Metro operators is up 42% in 2025 compared to 2024 – that jump (literally) drives the success of our transit system. Nobody likes reading or hearing “delays due to operator unavailability” (especially us), and more operators means more reliable service for our customers. Every month, we’re graduating new classes of operators, conductors and engineers to deliver the service you need. Want to help? Learn more about how to find a rewarding career at SEPTA.

…and that is leading to better service for riders.

Thanks to increased operator staffing, our riders are seeing real improvements in service reliability. In the third quarter of 2025, missed bus trips dropped by an impressive 48% compared to the same period in 2024. Trolley service also saw a significant boost, with missed trips down 29% year-over-year. More operators on the road means fewer disruptions—and a smoother, more dependable ride for everyone.

We’ve expanded our team of cleaners by 100+ people…

Since the start of 2023, we’ve added more than 100 additional cleaners to our ranks, significantly accelerating our pace of hiring. Just as our ridership continues to grow, our new cleaners are ensuring stations and vehicles can be cleaned more frequently, supporting the improved customer experience for all riders.

…And we’re making data-driven decisions to make the most of them.

We’re being smarter about where to allocate our limited resources, leveraging data to deploy staff where and when they’re most needed.

We’ve achieved significant reductions in crime.

We’re building on last year’s record-setting 33% drop in serious crime—and in 2025, it’s down another 10%.

The size of our Transit Police force is bigger than ever before…

SEPTA has made major investments in safety and security, growing our Transit Police force by 23% since the start of FY 2023. More officers on patrol means a safer system for everyone.

…And they’re increasing enforcement across the board.

SEPTA Transit Police have also stepped-up enforcement of fare evasion. During the first three quarters of 2025, SEPTA Transit Police issued more than 6,300 citations for fare evasion, a 47% increase over the same period in 2024.

We’re making using SEPTA easier than ever…

From entrances and exits, to maps and safety signage, it’s getting a lot easier to find your way around SEPTA safely and confidently. New wayfinding and signage throughout the SEPTA Metro network is making sure you can find your way around the city and region no matter where you’re from, what language you speak, or your disability status.

Paying your fare more convenient…

In 2025, SEPTA became the first commuter rail system in the United States to accept contactless payment. The era of converting cash to tickets and transit cards is over, and SEPTA is leading the way. Now, all riders can just simply tap to pay with any credit, debit, and mobile payment option across our three networks: Bus, Metro and Regional Rail.

And providing information in real time.

We’ve significantly improved the availability of accurate information about bus and train arrivals for riders on apps, websites and on the platform. For the first time, L stations are piloting countdown clocks, and you’re much less likely to be “ghosted” by a cancelled bus thanks to the SEPTA employee-led “Ghost Busters” project. We also began showing improved detour information on the SEPTA website and at stops.

No matter what, we’re here to help.

This spring you gave us the highest score in employee courtesy since the survey began in 2023. Our customers are why we do this job, and we’re happy when you’re happy.