Customer Support

Hampton Roads Transit Customer Feedback Policy

Hampton Roads Transit is committed to providing reliable, safe and satisfying transportation services to the citizens of Hampton Roads. Customer feedback is critical toward fulfilling this challenge.

It is the policy of HRT to respond to every customer complaint, comment, suggestion, or concern in a manner that directly addresses the issue.  When customer feedback arrives, acknowledgement will be sent to that customer by the next business day, providing the customer supplies telephone or e-mail contact information. HRT will issue a response to the customer with a final resolution to the original feedback no later than 12 business days after receiving it.

We welcome your feedback and encourage you to contact us with your thoughts and opinions.

Customer Support/Feedback Form

You can also reach HRT Customer Service in the following ways:

Route and Schedule Information
Call: (757) 222-6100 TDD: (757) 722-8427
New – Hours: 6:30am – 9pm (M-F); 7am – 9pm (Sat); 9am – 5pm (Sun); and 9am – 4pm (Holidays)

Compliments and Complaints
Call: (757) 222-6100 TDD: (757) 722-8427
Write: Hampton Roads Transit
Attention Customer Service
3400 Victoria Blvd.
Hampton, VA 23661

Media and Press Inquiries
Call: Tom Holden, Public Affairs Manager (757) 222-6183
E-Mail: tholden@hrtransit.org

Access the Right of Way

Any individual or group, including HRT employees and Non-HRT personnel, who need to access the Right of Way of the Tide Light Rail System must successfully complete a free Track Access training facilitated by HRT Light Rail Operations. To schedule yourself or your personnel for Track Access Training, please contact Derrick Snowden at (757) 222-6000  or by email: dsnowden@hrtransit.org. Click here for more information on this training (pdf).

FOIA Policy

FOIA Policy As a political subdivision of the Commonwealth of Virginia, Hampton Roads Transit is a public agency that strives to keep the public informed about its work. The Virginia Freedom of Information Act is an important tool for citizens to obtain information about the affairs of government. HRT’s policy, which is based on one developed by the Virginia Attorney General’s office, is listed here. It spells out in clear language how the law works and what your rights and responsibilities are, as well as those of HRT. If you want information about HRT, try calling first. Usually, you can get what you want that way. But there is always the freedom of information act. Click here to view the FOIA Policy (pdf)

Title VI Program

Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of race, color, or national origin in programs and activities receiving Federal financial assistance. Specifically, Title VI provides that “no person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance” (42 U.S.C. Section 2000d).

If you believe you have been subjected to discrimination prohibited under Title VI and the related statutes, you may file a complaint by completing the complaint form and mailing it to the below address:

For more information about the Title VI Program, click here.

TRAC

Help keep HRT informed about issues affecting our customers by joining the Transit Riders Advisory Committee (TRAC). Click here for more information