Passenger Complaint and Commendation Intake Form

Standardized intake form for riders to submit complaints or compliments about service, personnel, or trip experience, with routing for supervisor follow-up and trend tracking.

Submission Notice

• What would you like to submit?
• Submit anonymously
  If selected, do not collect your name or contact details. Anonymous submissions may limit our ability to follow up.
• Consent to use the information you provide for investigation, follow-up, and trend tracking
  We will use your submission only for service review, follow-up, recognition, and internal trend tracking. Do not include sensitive personal data unless it is necessary to explain the issue.
• What happens after I submit?

Passenger and Trip Details

• Date of service
  Select the date of the trip or service event.
• Approximate time of service
  Approximate time helps us locate the correct trip or shift.
• Service location
  For example: route number, station, terminal, stop, gate, or vehicle identifier.
• Trip, route, or booking reference
  Enter a trip number, route name, reservation code, or other reference if available.
• Type of service

Issue or Recognition Details

• What is this about?
• Brief summary
  One short sentence describing the complaint or commendation.
• Detailed description
  Describe what happened, including observable facts such as actions, timing, and location. If this is a commendation, explain what the person or team did well.
• Was a specific employee or team involved?
• Employee name, badge number, or vehicle identifier
  Provide only what you know. Do not guess.
• How did this affect your experience?

Accessibility and Safety Follow-Up

• Describe the accessibility barrier or accommodation issue
  For example: ramp unavailable, priority seating issue, audio/visual announcement problem, or assistance request not met.
• Was immediate action taken?
• Did anyone experience injury or harm?
• Additional safety details
  Include only necessary facts. Do not include medical details unless essential for the report.

Contact and Follow-Up Preferences

• Your name
• Email address
  Used only for follow-up on this submission.
• Phone number
  Optional. Provide only if you want a call back.
• Preferred contact method

Attachments and Submission

• Upload supporting files
  Optional photos, screenshots, tickets, or receipts that help document the submission.
• If this is a commendation, may we share your comments with the employee or team?
  This helps us recognize staff while respecting your privacy.
• I confirm the information provided is accurate to the best of my knowledge