Twin Cities Light Rail Sees Fare Compliance Improve Amid System Overhaul

Metro Transit intensifies efforts to improve light rail safety and ridership

Minneapolis — Transit ridership in the Twin Cities remains below pre-pandemic levels, hovering at about two-thirds of peak volumes seen before COVID-19. While multiple factors contribute to the decline, Metro Transit officials say a layered approach to security and customer service is beginning to shift the atmosphere on light rail trains.

Since 2023, Metro Transit has expanded its presence on the Green and Blue lines, deploying more officers, community service personnel, fare enforcement teams, and maintenance staff. The goal is to make trains feel safer and more predictable while maintaining fare compliance.

Among the most visible changes are the TRIP agents—Transit Rider Investment Program personnel who ride trains from 5 a.m. to midnight, checking fares and engaging with riders. These teams, often working in groups of three, are part of a legislative initiative funded through a 2023 transportation sales tax increase that allocated roughly $20 million to security and fare enforcement.

Fare compliance has improved since TRIP agents became a regular presence. According to Metro Transit communications manager Jeremy Zoss, fare evasion rates have dropped significantly since he joined the agency two years ago, when evasion hovered around 35%. The exact current rate was not provided.

Lesley Kandaras, Metro Transit’s general manager, describes the effort as creating “layers of presence.” At the top are 129 Metro Transit police officers, up from previous years due to aggressive recruitment. Below them are 49 community service officers—police in training who provide a uniformed but less armed presence. TRIP agents form the next layer, followed by supplemental security teams—private contractors in red and black shirts who patrol stations. Cleaners and maintenance staff complete the network.

Tuan Dinh, a TRIP agent, described his role as a mix of fare verification and public interaction. He said most regular riders pay their fares, but some face repeated ejections. While most interactions are routine, Dinh and others occasionally encounter individuals in distress, requiring de-escalation or referrals to support services.

Mohamed Sahardid, a supplemental security contractor, recounted using Somali language skills to assist a rider in navigating the system. He carries pepper spray but said he has not needed to use it.

Despite the visible enforcement, Metro Transit emphasizes that fare checking is just one part of a broader strategy to improve rider experience. Kandaras said the agency is committed to continuous improvement, adapting strategies as conditions change.

Still, increased security comes at a cost. Funds directed toward enforcement reduce resources available for service expansion. Kandaras acknowledged this trade-off but said the investment is necessary to rebuild rider confidence.

Riders like the changes. Regular passengers report fewer incidents of disorder and smoking compared to previous years. While full ridership recovery remains uncertain, Metro Transit officials believe the layered approach is making a difference.

“Every day is different,” Dinh said. “You learn something new every day.”