Metro Transit’s Secure Platform Plan enhancements are nearing completion at all 38 MetroLink stations, while a phased rollout of the agency’s new fare collection system is set to begin July 6. To help riders prepare for these changes, Citizens for Modern Transit (CMT) hosted a virtual “Candid Conversation with Commuters” event on June 29, giving riders, employers, operators and other stakeholders an opportunity to hear directly from Metro Transit leaders about the Secure Platform Plan, fare collection upgrades, service reliability and other transit initiatives.
The panel featured Kevin Scott, executive vice president of public affairs and security for Bi-State Development; Ron Forrest, executive vice president and chief operating officer for Metro Transit; and Tom Curran, executive vice president of administration for Bi-State Development. Scott oversees security, public affairs and the Secure Platform Plan. Forrest oversees MetroBus, MetroLink, microtransit and Call-A-Ride service. Curran oversees procurement, IT and the new fare collection project. The panel was moderated by CMT’s CEO Kimberly Cella.
Below is a breakdown of the Q&A. Have additional questions or comments not addressed below? Submit your questions to CMT at info@cmt-stl.org.
The virtual event can be accessed in its entirety here:
The conversation can also be accessed via CMT’s podcast here.
Q: What is the Secure Platform Plan?
A: The Secure Platform Plan, or SPP, includes security upgrades at 38 existing MetroLink platforms, plus the new MidAmerica St. Louis Airport platform in St. Clair County. Improvements include platform gates, fencing enhancements and a major expansion of Metro’s closed-circuit television system. Metro has grown from about 800 cameras systemwide to about 2,000 cameras, all feeding into a 24/7 real-time camera center.
Q: Why are cameras such a major part of the project?
A: Kevin Scott described CCTV as one of Metro’s most important “security force multipliers.” The cameras support real-time monitoring of stations, platforms, buses and trains, allowing Metro to view activity across the system and respond more quickly to problems.
Q: When will the gates and new fare technology be activated?
A: Metro is rolling out the system in three phases. Phase one begins July 6, phase two is scheduled for July 27, and phase three is tentatively scheduled for Aug. 17. Metro said it is using a phased approach so staff can remain available to help riders transition and address operational or fare-related questions.
Q: Which stations are included in phase one?
A: Phase one includes 13 stations: East Riverfront, North Hanley, Central West End, Civic Center, Cortex, Grand, Union Station, Forest Park-DeBaliviere, Delmar Loop, Emerson Park, JJK Center, Washington Park and College. These include the original 11 Secure Platform Plan test stations, plus East Riverfront and North Hanley.
Q: Why were those stations selected first?
A: Metro said the phase one stations represent a significant share of fare activity. According to Tom Curran, those 13 stations accounted for 58% of ticket sales last year. By phase two, Metro expects 26 stations to be active, covering more than 91% of last year’s ticket sales locations.
Q: Will staff be available when the gates first go live?
A: Yes. Metro said security guards and ambassadors will be on-site during the initial transition period to help riders learn how to use the new ticket vending machines, validators and gates.
Q: What should riders do if their fare does not work or a gate will not open?
A: If security staff are nearby, riders should ask them for help. If no security staff are present, riders can use the public assist telephone at the station, which connects directly to Metro’s real-time camera center. Metro staff can assess the situation and has the ability to remotely open or close gates if needed.
Q: What is changing with Metro’s fare system?
A: Metro is modernizing its fare collection system with new ticket vending machines, validators, Ride On smart cards and updated fare media. Riders will be able to tap fare products at MetroLink gates and on MetroBus validators.
Q: Are weekly and monthly passes going away?
A: The traditional calendar-based weekly and monthly passes are being replaced by seven-day and 30-day passes. These passes are no longer tied to a calendar week or month. Instead, the time period begins when the rider first taps the pass.
Q: How does the new 30-day pass work?
A: If a rider buys a 30-day pass, the 30-day period begins the first time the pass is used — not on the first day of the month. For example, if someone buys a pass in the middle of the month, they still receive a full 30 days from the first tap.
Q: What fare products will be available from the new ticket vending machines?
A: Riders will be able to purchase one-ride tickets, two-hour passes, one-day passes, seven-day passes and 30-day passes. One-ride tickets will include a QR code to be scanned by the validator, while two-hour and one-day passes will use RFID (Radio Frequency Identification) technology and be tapped at validators.
Q: Will mobile tickets still work?
A: Yes. Riders using digital tickets through the Transit app or Metro’s Ride On app can continue using them. The key change is that riders will validate those tickets themselves at the validator rather than showing them to security guards.
Q: Is the Ride On app obsolete?
A: No. Metro said riders may continue using either the Transit app or the Ride On app. Tom Curran noted that the Transit app is widely used nationwide and can be easier for trip planning, but Metro is not requiring riders to switch from one app to another.
Q: Do riders have to register their Ride On smart card?
A: No. Riders can buy and use a Ride On smart card anonymously without registering it. However, registering the card allows Metro to turn it off and replace it if it is lost.
Q: Are Ride On smart cards reusable?
A: Yes. Metro emphasized that Ride On smart cards are reusable, reloadable and durable. Riders do not need to purchase a new card each month and can continue reloading the same card.
Q: Will fare capping be available?
A: Metro said fare capping is part of the plan, particularly through account-based ticketing. The system should track a rider’s spending over a period of time so they can benefit from fare capping when eligible.
Q: Where can riders purchase the new Ride On cards and fare products?
A: Most riders will purchase fare products at new ticket vending machines, through mobile apps or from Metro’s passenger revenue office. The sale of products through ticket vending machines will be phased in by station segment. Riders who want a Ride On card before their regular station is activated will need to visit one of the stations included in the earlier phases.
Q: Will Schnucks continue selling Metro fare products?
A: No. Metro said Schnucks has not agreed to continue selling Metro fare products under the new system. Metro is looking for other local grocery or retail partners.
Q: Are any retail locations currently selling the new fare media?
A: Metro identified two current retail locations: Kingshighway and Page Currency at 1315 Kingshighway and Veterans Currency Exchange at 900 North Grand. Metro acknowledged this is more limited than the previous Schnucks network and said it is seeking additional retail partners.
Q: Do Gateway Card holders need a new card?
A: Yes. Gateway Card holders, including reduced-fare and ADA paratransit customers, will need to transition to new fare media because existing cards are not integrated with the new system. Metro is asking customers to complete the contact form on https://www.metrostlouis.org/nextgenfare/ so the Transit Assistance Center can follow up with next steps.
Q: Do ADA Gateway Cards that expire in 2027 remain valid?
A: Metro said those cards still need to be upgraded because the existing passes are not integrated with the new system. Customers should contact Metro through https://www.metrostlouis.org/nextgenfare/ to trade in or replace their current pass.
Q: How should Missouri-side senior reduced-fare riders get their new cards?
A: Metro encouraged riders to complete the form at https://www.metrostlouis.org/nextgenfare/. If someone cannot access the website, they can call customer service or contact the Transit Access Center. The Transit Access Center can be reached at 314-982-1510, and ADA-related questions can be emailed to ADAservices@metrostlouis.org.
Q: What should St. Clair County senior pass or Benefit Access Pass holders do?
A: St. Clair County Transit District has prepared replacement passes for senior pass and Benefit Access Pass customers. Riders can go to the office at the Belleville MetroLink Station on Tuesdays or Thursdays between 9 a.m. and noon to receive their new pass.
Q: How will university passes work under the new system?
A: Metro is replacing institution-specific university passes with a new universal university pass. The card will identify participating institutions and will be valid for the appropriate semester or employee time period. Metro said all existing university fare products will need to be replaced with new fare media.
Q: Will riders still need to show a staff or student ID?
A: Riders only need to show an ID if they are using a fare product tied to an entitlement or reduction. Otherwise, the new pass itself will serve as the fare product.
Q: What changes should MetroBus riders expect?
A: MetroBus riders will see fewer immediate changes. Riders using Ride On smart cards or other new fare products will tap them on the bus validator. Cash-paying customers can continue paying cash at the farebox.
Q: Are bus fareboxes being replaced?
A: Yes, but not immediately. Metro said new bus fareboxes are expected next year. The agency noted that much of its current fare collection equipment has outlived its useful life and needs to be replaced regardless of the Secure Platform Plan.
Q: Will riders eventually be able to tap a credit or debit card to pay?
A: Yes. Metro is pursuing open-loop payments, also known as tap-and-pay, which would allow riders to tap a debit or credit card directly on a validator without purchasing a separate fare product.
Q: When could tap-and-pay be available?
A: Metro said the validators already have the hardware capability to accept open-loop payments, but back-office system work is still needed. Metro expects tap-and-pay could be available in early 2027.
Q: How will fare checking work under the new system?
A: Metro said the gates will become the primary point of fare validation. However, security will continue to conduct onboard fare checks and ticket validation. Metro also expects to shift security resources to increase visibility across the MetroLink system, transit centers and other locations.
Q: Will security have mobile validators?
A: Metro indicated that onboard fare checking will continue, but the main focus of fare engagement will be at the gates once the system is fully integrated.
Q: What is Metro doing about smoking, littering, loud music and other nuisance behavior?
A: Metro said it is increasing security visibility and fluidity across the system, particularly as staff are freed from gate-post assignments. Security teams and law enforcement will respond to code-of-conduct issues, nuisance behavior and criminal violations. Depending on the situation, enforcement can include removal from the system, citations or administrative suspensions.
Q: What should riders do if they see smoking or other issues on the system?
A: Metro encouraged riders to notify public safety so security can respond. Kevin Scott said Metro is using security rotations, platform presence, train checks and real-time camera monitoring to respond to issues and identify hotspots.
Q: Why do some riders feel they are seeing fewer police officers?
A: Metro said law enforcement visibility has not decreased in St. Clair County or St. Louis County, but the agency continues to face police staffing challenges in the City of St. Louis. Metro contracts law enforcement services because of its federal compact structure, and partner agencies can adjust staffing based on their broader public-safety needs.
Q: Will Metro increase security on the bus system?
A: Yes. Metro said that once gate staffing needs are reduced, security hours will be reallocated to increase bus-focused patrols. Metro expects bus security coverage to grow from about 1,490 hours per week to roughly 2,000 hours per week.
Q: Is Metro adding more security hours overall?
A: Metro said it is not necessarily adding more contract hours; rather, it is reallocating resources as the Secure Platform Plan moves toward more autonomous gate operations. The goal is to increase visibility and engagement on bus routes, at transit centers and at other priority locations.
Q: Will Metro increase service on high-ridership bus routes, such as the Grand line?
A: Metro said it wants to provide more frequent service where demand is highest, but workforce availability remains the biggest challenge. The agency’s current focus is improving reliability before expanding service.
Q: Is Metro still short on operators?
A: Yes, particularly part-time operators. Ron Forrest said Metro’s current schedule requires about 619 full-time operators and 63 part-time operators each day. As of the webinar, Metro had 615 full-time operators and about 20 part-time operators. That gap can affect Metro’s ability to cover every scheduled trip, especially when employees are out due to illness, vacation or other reasons.
Q: What is Metro doing to address the operator shortage?
A: Metro is increasing operator training class sizes, increasing the frequency of training, lowering barriers in the recruiting and hiring process, improving onboarding and mentorship, reviewing workplace policies and working with labor partners to improve retention.
Q: Will any routes cut during the pandemic be restored?
A: Yes. Metro said a new version of Route 71 will return to North County as part of the November service change. The restored route is expected to operate in a more impactful way and will also expand Call-A-Ride service in areas that lost access.
Q: When will the new Route 71 map be available?
A: Metro said route maps and details are typically released about two weeks before a service change. For a November service change, that would likely mean late October or early November.
Q: Is the Route 71 restoration dependent on hiring more operators?
A: Metro said it expects to incorporate the restored Route 71 into the November service plan using existing budgeted staffing levels, while continuing to increase training volume and work toward hiring more operators.
Q: Will Call-A-Ride service expand?
A: Metro said the return of Route 71 will expand Call-A-Ride service in parts of North County. The agency also noted that it needs additional Call-A-Ride operators, with a goal of reaching 200 full-time operators and about 20 part-time operators on the Call-A-Ride side.
Q: What is Metro doing to improve bus stops?
A: Metro said bus stops are a priority because they are often a rider’s first impression of the system. The agency is focusing limited resources on critical ADA locations, transfer points, high-ridership stops and stops serving vulnerable populations.
Q: Will riders see more benches and shelters?
A: Yes. Metro said riders should see an expansion of benches and shelters in the coming months. Ron Forrest also noted that Metro is reviewing about 40 bus stop locations in St. Louis County for improvements.
Q: How can riders report bus stops that need attention?
A: Metro encouraged riders to report specific locations that need improvements through customer service. CMT also invited riders to share bus stop locations that may need attention so they can be passed along to Metro or considered for CMT’s bus bench placemaking program.
Q: Has Metro worked with riders with disabilities on the new equipment?
A: Yes. Metro said its ADA team worked with members of the disability community to test the new machines and provide feedback. Metro said some modifications were made based on those comments, including changes related to the sequence of events for using ADA-accessible features.
Q: What should riders do if they experience accessibility issues with the new machines or gates?
A: Metro asked riders to submit concerns through the “My Concerns” channel at Bi-State Development or through the NextGen Fare feedback process so the agency can continue collecting and addressing accessibility-related input.
Q: What is the best way to provide feedback about the new fare system or gates?
A: Metro recommended that riders submit comments through https://www.metrostlouis.org/nextgenfare/. Comments related to fare collection are coded internally so Metro can track and review them.
Q: What if riders still have questions after the seminar?
A: CMT said it will continue collecting questions from riders and stakeholders, seek answers from Metro and share follow-up information on its website and social media channels.
Q: What final message did Metro share with riders?
A: Metro emphasized that rider feedback is critical during this transition. Ron Forrest thanked riders and said Metro’s goal is to earn public trust. Tom Curran encouraged riders to ask ambassadors and security guards for help during the transition. Kevin Scott emphasized that the Secure Platform Plan and fare system upgrade are major undertakings designed to create a stronger security buffer and modernize outdated fare technology.
