Contractors that provide King County Metro’s Access Paratransit Service experienced a network outage Thursday afternoon that affected their customer database and the ability to locate and pick up passengers. Metro is asking Access riders or residents who see Access customers in need of a ride to immediately call (206) 205-5000.
The outage occurred about 12:30 p.m. and affected the contractor’s dispatch center. Access vans were staged throughout King County to provide service as customers were located. Access staff also worked with partners in law enforcement and public health to get information to customers in need of transportation.
Access contractors have regained their Thursday afternoon customer schedules and contact information. We are contacting all customers that may not have received a ride home by the Access system.
It is unknown at this time when the network will be back online. Metro and its contractors are utilizing all tools available to ensure we address the system issues and restore service as fast as possible. Access customers can continue to contact the call center to book future reservations using a backup system.
We apologize to all of our customers and are committed to working with our contractors to put more safeguards in place to ensure this does not happen again.