Contact

Reaching the Wilmington Metro Authority with a clear, well-structured message reduces resolution time and ensures inquiries are directed to the correct department on the first attempt. This page outlines what information to include in a message, what response timelines are typical for different inquiry types, and which channels are appropriate for specific situations. Riders, vendors, journalists, and members of the public each have distinct pathways depending on the nature of their request.

What to include in your message

The completeness of an initial inquiry is the single largest factor determining how quickly a response can be issued. Incomplete submissions — those missing key identifiers or context — require at least one follow-up exchange before substantive work begins, effectively doubling handling time.

Every message should include the following, regardless of topic:

1. Full name — First and last name as they appear on any associated account, permit, or application.
2. Contact information — A reply email address and, for time-sensitive matters, a daytime phone number.
3. Subject category — A brief statement of the topic: fare dispute, accessibility accommodation request, lost and found item, public records request, employment inquiry, or other.
4. Date and location of the incident or transaction — For service complaints, provide the specific station name, route number, and approximate time. The routes and lines reference and station directory can help identify correct names.
5. Supporting documentation — Attach fare receipts, trip confirmation numbers, photos, or any correspondence already exchanged. File attachments under 10 MB are accepted through the standard web form.
6. Desired outcome — State explicitly what resolution is sought: a refund, a callback, a formal record, or a policy clarification.

Messages that omit items 1 through 4 will be returned to the sender for completion before routing.

Lost property versus stolen property — These are handled through separate channels. Items left on vehicles or at stations route through the lost and found process. Incidents involving theft or assault must be filed through incident reporting, which triggers a separate security review under the safety and security protocol.

Response expectations

Response windows vary by inquiry category. The following breakdown reflects standard processing targets:

Requests submitted on Fridays after 3:00 p.m. Eastern Time, or on federal holidays, begin processing on the next standard business day. Volume surges following major service disruptions or fare structure changes may extend general inquiry response times by 2 to 3 additional business days; affected riders can monitor real-time alerts for status updates.

Matters requiring escalation to the Board of Directors — such as formal complaints about agency policy or governance concerns — follow a separate acknowledgment timeline documented in the governance and authority structure overview.

Additional contact options

Different situations call for different contact pathways. Using the wrong channel is the most common cause of delayed resolution.

• Rider service and fare issues — Use the online contact form or the rider services phone line for fastest handling. Detailed guidance is also available through the how to get help resource.
• Reduced fare and accessibility programs — Inquiries related to reduced fare eligibility or paratransit options should specify the relevant program by name to avoid routing delays.
• Public comment on active proceedings — Formal comments on proposed fare changes, service modifications, or capital projects are submitted through the public comment and hearings process, not through the general contact form.
• Employment — Open positions and application procedures are listed under employment and careers.
• Contracting and procurement — Firms seeking to work with the authority should begin with the contractor and vendor opportunities page before submitting any inquiry.
• Federal compliance matters — Questions related to Title VI, ADA, or other federally mandated programs route through the federal compliance channel.

How to reach this office

The Wilmington Metro Authority maintains a central administrative office for in-person, postal, and direct phone inquiries. Operating hours for public-facing windows are Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time, excluding federal and Delaware state holidays.

Web form — The primary intake mechanism for non-urgent inquiries. Submissions are logged automatically, generating a confirmation number within 15 minutes. Retain this number for follow-up reference.

Phone — The rider services line handles general questions, trip planning, and fare account issues. The administrative main line handles media, vendor, and governance matters. Callers should have their confirmation number, trip date, and route information available before calling to reduce call handling time.

Postal mail — Physical correspondence, including formal legal notices, public records requests submitted by mail, and written appeals, should be addressed to the authority's administrative offices. Use certified mail with return receipt for any submission where delivery confirmation is legally or procedurally significant.

In-person — Walk-in assistance at the administrative office is available during standard business hours for matters that cannot be resolved through written or phone channels, including document review and formal accommodation consultations under the accessibility services framework.

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