A safer, cleaner, more welcoming ride: How Sound Transit is improving the passenger experience

Sound Transit became the busiest light rail agency in the United States this year with ridership jumping nearly 40% following the opening of the Crosslake Connection in March. The system now regularly sees more than 200,000 weekday light rail boardings, and the numbers continue to steadily increase. 

The record numbers have made two things clear. First, while we’re still busy planning and building the largest transit expansion in the country, we’ve become a customer service agency as much as we are a capital construction agency. Second, we have an opportunity to deliver an outstanding rider experience to many more people than before.  

There are a lot of moving pieces when it comes to operating 51 light rail stations — a near-65% increase from just three years ago — with our 1 and 2 Lines stretching from Redmond to Lynnwood to Downtown Seattle to Federal Way.  

But despite the complexity, we know that how riders experience our system comes down to a few basics: clean stations, working elevators and escalators, visible staff, accessible facilities, clear signage and information, and the ability to get direct help when it’s needed. 

That's the idea behind Sound Transit’s Safe, Clean, and Welcoming Ride initiative, an agencywide effort that brings together a cross-section of teams responsible for safety, security, maintenance, customer service, and operations to focus on one shared job: creating the best possible experience for passengers. 

Since launching within the agency last year, the initiative has helped strengthen agencywide coordination to focus resources on improvements that riders can see and feel every day.  

Investing in safer infrastructure 

Across the system, Sound Transit continues to invest in projects that improve safety, accessibility, and reliability. 

Recent improvements include: 

• A second elevator at SeaTac/Airport Station to improve accessibility. 
• Upgraded lighting at Auburn Station to enhance visibility and security. 
• New security cameras and emergency communication equipment at South Tacoma Station. 
• Improved passenger information systems at Tacoma Dome Station. 
• Additional security measures along the 2 Line guideway to help deter trespassing and theft. 
• Protective bollards at Judkins Park Station designed to reduce the risk of vehicles striking station infrastructure or pedestrians.  

The agency also continues to partner with cities, law enforcement agencies, and community organizations throughout the region to address safety challenges and support riders. 

Cleaner stations and a better environment 

Cleanliness plays a major role in how passengers experience transit. 

Sound Transit crews perform comprehensive station cleaning, graffiti removal, facility maintenance, and regularly scheduled repairs to offset wear and tear.  

Dedicated custodial staff also work in the busiest Link stations, doing deep cleaning, machine scrubbing, and pressure washing to help maintain stations across the network.  

The agency is also exploring the effectiveness of new technologies, including autonomous applications.  

More help where passengers need it 

One of the most visible changes we’ve made is increasing the presence of staff at our stations and facilities. 

For example, in July 2026 we opened a Customer Information Booth at Westlake Station on the mezzanine level, giving passengers another place to get information and support. Retail partnerships activate Lynnwood City Center and Federal Way Downtown stations.  

Lynnwood includes leased space to Ciao Caffe coffee shop and additional plans to add a farmers' market. At Federal Way, the Whatzz Up Dogg hot dog stand has opened. These businesses create even more of a community environment and encourage further activation around transit.  

Progress that can be measured 

The initiative is already producing encouraging results. 

Year-to-date, Sound Transit has seen: 

• A 32% reduction in passenger injuries. 
• A 21% reduction in transit worker assaults. 
• A 10% reduction in at-grade crossing collisions.  
• Fare Engagement teams have assisted more than 25,000 passengers during 32 service disruptions. 
• Security Operations Center staff connected riders to help through more than 4,000 calls and text messages. 
• Contracted security teams performed dozens of life-saving interventions involving CPR and Narcan administration. 

Looking ahead 

The Safe, Clean, Welcoming Ride initiative is about continuous improvement. 

In the coming years, Sound Transit will continue investing in facility upgrades, expanding public awareness campaigns, understanding passenger experiences, and developing performance measures to capture how riders are responding to our investments and actions. The agency is also partnering with the University of Washington on research examining perceptions of disorder and the factors that influence how people experience public transit.  

The plan also involves measuring its success. We’ve identified five categories as part of the Safe, Clean, Welcoming Ride on which we’ll focus in driving improvement:  

• Facilities and vehicles. 
• Data and standards. 
• Frontline operations. 
• Passenger experience. 
• Regional collaboration. 

By understanding how riders experience our system through these discrete reference points, we can better hold ourselves accountable by gauging our progress using hard metrics.   

Each improvement—whether it's cleaner stations, more visible staff, safer infrastructure or better customer support—contributes to the same goal: making all trips on Sound Transit feel safe, clean, and welcoming for everyone. It’s work we relish.