Annual survey found improved opinions of TriMet service and safety among both riders and non-riders but large gap remains between those who use the system and those who do not

At TriMet, we’re making transit better, with service that comes more often and helps you reach your destinations faster. We’re adding safety and security personnel and expanding our Clean Team for a better experience when riding. We’re connecting more people to opportunities throughout our region, and riders are noticing that it’s getting better on board. That’s according to the results of our 2024 Attitude & Awareness Survey that show overall approval of the job TriMet increased five percentage points over last year, with approval of bus service, improved by the rollout of the Forward Together Service Concept, up by seven percentage points.

Measuring community sentiment

The purpose of TriMet’s annual Attitude & Awareness Survey is to help measure community perceptions among both those who ride and those who do not and gain insight into the opinions of our agency and the area we serve. More than 4,000 people participated in this year’s survey, which was done online and via phone from April 27 to May 31, 2024. Some 68% of those surveyed said transit is one of the primary ways they get around.

The 2024 report found opinions around TriMet service, safety and reliability holding steady or improving in most categories and perceptions of how things are going in the Portland metro area improving as well. Yet half of those surveyed said Portland is still on the wrong track. 

Approval higher among those who use TriMet’s service

The 2024 Attitude & Awareness Survey showed TriMet’s ongoing focus on safety, security and cleanliness is making a difference. The survey found that 73%, or nearly three out of four people, either strongly or somewhat approve of the job that TriMet is doing. That’s five percentage points higher than in 2023. 

TriMet’s surveys consistently show that our riders’ perception of our transit system is much higher than those whose opinions are based on what they have heard about it, and that was again reflected in the 2024 survey. Nearly eight out of 10 riders (77%) approved of the job that TriMet is doing; only 44% of non-riders shared that positive view. While the gap between the sentiment of those who use our transit service versus the opinions of what people have heard about it remains large, the approval of non-riders increased by 6% over last year. 

Is Portland on the right track?

In general, the 2024 survey found consensus around the idea that things are getting better – not only on TriMet but also in the City of Portland. For the first time in more than a decade, perceptions around Portland’s direction showed a positive trend. For 2024, about half of all respondents said the Portland area was on the wrong track, but that’s a marked drop from 64% just one year ago. Similarly, about a quarter of all respondents said the Portland area is headed in the right direction, an increase from 18%, in 2023.

The survey also provided a look at how and where people throughout the region are working. About 40% of people who responded have no option to work from home; they must report to a work site. Of those who said they could work from home, about 70% had a hybrid work schedule that allowed them to work from home at least several times per week. 

Forward Together helps drive bus system approval

TriMet’s bus service improvements coming out of our Forward Together Service Concept seem to be fueling optimism, especially among riders. 

Created with the community to address travel changes due to the COVID-19 pandemic, Forward Together has two primary goals: increasing ridership and improving connections for people with low and limited incomes. From expanding the number of lines that have buses arriving every 15 minutes for most of the day, every day, to adding midday and weekend service, and adjusting routes so they’re faster and more direct, Forward Together has been a game changer for bus service in recent years. 

Approval of the bus system increased by seven percentage points between 2023 and 2024, to 77%. Among riders only, the approval reached 81%, up from 74% last year. 

Opinions of the MAX system in 2024 remained unchanged but mostly positive at 76%. This comes amid the three-year-long A Better Red project. TriMet’s biggest light rail project in nearly a decade, it required sections of the MAX Blue, Green and Red lines to be disrupted for weeks at a time. The project was completed in late August 2024, with the opening of the 10-station extension of the Red Line into Hillsboro. This gives more people a one-seat ride to and from Portland International Airport and reduces wait times for trains to just 7-8 minutes during most of the day in a growing section of Washington County. The project also made track improvements between PDX and Gateway Transit Center that are keeping trains moving MAX systemwide. 

More than 2 out of 3 riders express satisfaction 

The 2024 Attitude & Awareness Survey found that most people who ride TriMet buses and trains – about 68% – are satisfied with their overall experience, with about 23% saying they are “very satisfied.” Overall rider satisfaction increased slightly from 2023. Regular and frequent riders appear to have the most favorable opinions, with nearly 40% saying they would “enthusiastically recommend” TriMet to friends and family.  

Focus continues on safety and security investments, perceptions 

TriMet continues to focus on safety and security investments and the perception of safety on our transit system improved slightly in 2024, to 68% from 67% the previous year. Serious incidents are rare on our transit system, which provides more than 1.3 million rides per week—resulting in one call to police for every 13,580 trips taken on TriMet in 2023.

One of the starkest contrasts of the 2024 survey was around opinions of safety and security. The survey asked, “From what you know or may have heard, how safe would you feel riding TriMet buses or MAX trains?” While nearly 60% of bus riders said they would feel safe riding, only 20%, or one in five, non-riders perceived they would be safe. For MAX, 45% of riders said they would feel safe, with only 19% of non-riders feeling the same way, based on what they’ve heard.

About 46% of those surveyed said personal safety concerns have kept them from riding MAX at times, with about 37% saying they had opted out of a bus trip due to concerns. 

The primary reason people felt unsafe while riding was “other riders’ behavior.” The second reason was “lack of Transit Police” and the third was “time of day.” 

While riders are seeing and experiencing what non-riders are not, TriMet will continue adding personnel and efforts to advance safety on our system. We currently have more personnel dedicated to safety and security than ever before, with more than 460 field staff and contractors discouraging unwanted behavior, responding to incidents and educating people about our rules for riding. 

Riders also have a valuable resource that we’ve added in the past year: TriMet’s 24-hour security hotline: 503-238-7433 (RIDE). We strongly encourage riders to text or call the number to report non-urgent concerns. Dispatchers in our Security Operations Center then alert TriMet safety or security team members who are nearby to the issue. Emergencies will always be handled by the police, so for urgent matters, we urge riders to contact 911 and alert the operator.

Cleanliness is another area of emphasis. The latest survey results come on the heels of the introduction of TriMet’s enhanced cleaning efforts, spearheaded in late 2023, with a focus on sprucing up and deep cleaning MAX stations, transit centers and park and rides, along with more cleaning of our buses and trains.

About the survey

Communications, marketing and research firm, PRR, conducted TriMet’s 2024 Attitude & Awareness Survey between April 27 and May 31, 2024. They received more than 4,200 valid responses – our highest-ever level of participation. The survey was offered in six languages; however, the vast majority of responses – more than 98% – were in English. Participation was incentivized with an entry into a drawing for a $100 gift card. All three Portland metro counties were represented in the responses, with 63% coming from Multnomah County. The survey had a margin of error of +/- 1.27%. PRR is a certified Disadvantaged Business Enterprise (DBE) and Woman-owned Business Enterprise (WBE), based out of Seattle.

Erin Graham and JT Flowers join the Board and begin serving in new roles on Oct. 1

With confirmation by the Oregon Senate, TriMet’s Board of Directors welcomes two new members: Erin Graham and JT Flowers. Selected by Gov. Tina Kotek, the new members will fill seats vacated by former Board President and District 2 Director Ozzie Gonzalez and retiring District 5 Director Keith Edwards. In their current professional roles, Graham and Flowers hold high-level positions with local nonprofit organizations that have missions focused on engaging, educating and empowering the community. The new TriMet Board members are passionate about improving outcomes for youth and people who have been historically marginalized. Now, their volunteer roles with TriMet, which begin Oct. 1, 2024, will bring them together with the full seven-member TriMet Board, to carry out the important work that keeps our region moving.

Erin Graham, representing TriMet District 2

Erin Graham joins the TriMet Board of Directors as the representative of District 2, which covers a large swath of Portland, including neighborhoods in Northwest, South, Southwest and Downtown. Graham currently serves as President and CEO of OMSI. She has worked with the nonprofit in various roles, including COO, for more than a decade. She sees her role on the TriMet Board as a relationship-builder, engaging with and stewarding diverse partners and community relationships. Her vision for transit includes shared economic prosperity and environmental stewardship, driven by innovation.

“Investing in upgrading and electrifying public transportation and increasing ridership are critical to reaching our climate goals and reducing impacts on human health,” Graham said.

Before OMSI, Graham worked in nonprofit fundraising, operations and as in-house counsel for arts and technology industries. She holds a JD/MBA from the University of Wisconsin–Madison and a bachelor’s degree from the University of Oregon. Graham is a member of the American Leadership Forum of Oregon as well as the International Women’s Forum. 

JT Flowers, representing TriMet District 5

JT Flowers will represent District 5 on the TriMet Board of Directors, which covers large portions of North and Northeast Portland. An inner Northeast Portland native, Flowers currently serves as the Director of Government Affairs and Communications at Albina Vision Trust. His work centers around placemaking, economic development and generational wealth-building for Black and historically displaced Portlanders.

“Transit is inherently a question of equity,” Flowers said in his application to serve on the Board.

As someone who spent his childhood riding TriMet bus lines 6 and 72 and the MAX, Flowers vowed to center his decisions on the region’s “most marginalized communities.” He believes transit creates opportunities, not only through connectivity but also with technology and innovation.

“I’m extremely interested in working creatively to leverage expansion and fleet electrification as a generational workforce development opportunity for working-class and under-represented Oregonians,” he said.

Flowers also serves on the board of Williams & Russell CDC. He previously worked in the office of Rep. Earl Blumenauer as a field representative, consultant for the nonprofit Campaign Zero and as a public lands coordinator for a nature conservation nonprofit.

At 30 years of age, Flowers will be the youngest member of the TriMet Board. He is a first-generation graduate of Yale University, the first Black Rhodes Scholar in Oregon’s history, a Truman Scholar and holds master’s degrees in U.S. History and Music Performance from the University of Oxford.   

Graham and Flowers are fulfilling partial terms that run through May 31, 2026 and May 24, 2026 respectively. Board members serve at the pleasure of the governor and can be appointed for up to two, four-year terms.

About the Board of Directors

With Graham and Flowers’ appointments confirmed, all seven directors on TriMet’s Board have been seated:

• Thomas Kim, Vice President and District 1
• Erin Graham, District 2
• Robert Kellogg, District 3
• Tyler Frisbee, District 4
• JT Flowers, District 5
• Dr. LaVerne Lewis, President and District 6
• Kathy Wai, Secretary/Treasurer and District 7

TriMet’s Board of Directors provides financial stewardship of the agency’s annual budget, which totaled $1.9 billion for the 2025 Fiscal Year that began on July 1, 2024. In addition to fulfilling fiduciary responsibilities, Board members appoint the general manager, help set high-level agency policy, and implement legislation on transit operations. They also serve in liaison roles on special advisory groups and committees. For more information about the TriMet Board, visit trimet.org/board.

TriMet Board business meetings are typically held once per month. The next meeting – the first for the two new Board members in their official capacity – is scheduled for Wednesday, Oct. 23.

New four-year Working and Wage Agreement gives union employees a more than 13% wage hike and adds other benefits aimed at increasing retention and drawing new employees to TriMet to support service and customer experience improvements

TriMet’s new Working and Wage Agreement with union employees represented by the Amalgamated Transit Union (ATU) Local 757 takes effect Dec. 1, 2024. This after the TriMet Board of Directors approved the new contract at its business meeting on Sept. 25. TriMet’s ATU Local 757 members ratified the new agreement in August. The ATU represents the vast majority of TriMet employees — more than 2,700 people, including bus and MAX operators, dispatchers, mechanics, maintenance service workers and others.

TriMet and ATU leadership negotiated a four-year term for the new contract, instead of the usual three, to provide greater stability for everyone involved. That includes riders, as well as people who may be considering a career with TriMet.

The agreement boosts union employees’ wages by 4% in December 2024, followed by a 3% increase each year after that. That comes out to a 13.64% wage increase over four years. Hourly pay will also increase for maintenance shifts between 6 p.m. and 6 a.m.

TriMet will also increase the employer contribution to union employees’ 401(a) retirement plan by 1% now and another 1% in the final year of the contract. This will bring TriMet’s contribution for union employees to 10%.

The agreement includes several other benefits for new and existing TriMet union employees, including:

• A new tuition reimbursement of up to $5,250 per year, intended to support employees who are taking higher and continuing education courses.
• A new child care subsidy of up to $150 per month, helping to allay the increased cost of child care.
• Two additional floating holidays, plus more vacation time for employees who have spent at least 15 years with TriMet.

Under the agreement, TriMet will also rework some schedules and add new cleaning positions. Riders will see the benefits! These changes should mean more regular cleaning at TriMet facilities and fewer canceled trips.

TriMet is hiring!

Reaching a negotiated four-year agreement with the ATU Local 757 supports TriMet’s efforts to attract and retain employees in key positions, including operators, maintenance and other union staff.

Filling these jobs is vital to our plans, as we look to further increase service, bolster safety and security, and improve the cleanliness and reliability of our system. That means a better experience for riders — including those who rely on transit to access services and opportunities, including jobs, schools and health care.

TriMet is currently offering a $7,500 hiring bonus for new operators and a $2,500 hiring bonus for several other positions, including diesel mechanics and maintainers. Visit trimet.org/careers to learn more and apply.

The Working and Wage Agreement applies to current and future union employees. Some provisions depend on seniority, rewarding longtime employees with additional benefits.

Recognizing the potential dangers is the first step in being safe around train tracks

TriMet is asking everyone to pledge to make safe decisions around rail tracks, as we observe See Tracks? Think Train® rail safety week, Sept. 23-29. This is an opportunity to educate the public and raise awareness to reduce the number of rail incidents, which result in more than 2,000 deaths annually in North America.

Across the Portland metro region, TriMet’s MAX and WES tracks run like a thread through the community, allowing trains to roll over city streets and zip through dedicated rail areas. They’re an important part of daily life, getting thousands of people to work, school, recreation and other opportunities.

But it’s important for the public to remember that a single MAX train, with two cars combined, weighs nearly 100 tons, and it can take several times longer than an auto to come to a stop while operating at the same speed. Light rail operators also need to account for passenger safety and stability, which can influence a train’s braking distance.

Safety requires everyone, looking out for ourselves and others, to stay safe around the tracks.

Six tips for rail safety

Ditch the distractions: Crossing train tracks might seem routine, but distractions can make them a gamble. A moment of awareness will make all the difference. Look up from your phone when walking through station areas or crossing the tracks. If you’re listening to something with headphones, remove an earbud or lower the volume so you can hear the train’s horn.

Stay in your lane: Don’t linger on the tracks when walking, biking or driving. Stick to designated crossings and intersections. At stations, make sure you’re well behind the white bumpy safety strips. And never walk along the tracks.

Stay alert: Treat the tracks like an active intersection. Always look both ways, and don’t forget: trains can come from either direction! Keep your eyes peeled for the possibility of a second train as you make your way across.

Make yourself seen: As daylight fades, amp up your visibility. Wear bright or reflective clothing, or consider bringing a light with you. If you’re driving, always use your headlights and take your time, especially when you’re in areas where trains share the road with autos and visibility is low. 

Slow down: We’ve all run late for something! But a missed train is not worth the risk. Running across tracks or through station areas can be dangerous, especially if you trip and fall. 

Clear your view: Hooded jackets or hoodies are practically required clothing in Portland, but they can also obscure your vision. Make sure you move them out of your view when you’re walking around or over tracks. The same goes for umbrellas. If you’re driving, ensure your mirrors are positioned correctly and your windshield wipers are working.

See Tracks? Think Train

For another year, TriMet is joining in a national effort to raise awareness around rail safety. Every three hours in the United States, a person or vehicle is struck by a train. Coordinated through Operation Lifesaver, Inc., the national rail safety education nonprofit, along with the U.S. Department of Transportation and other organizations, this year’s See Tracks? Think Train® initiative (formerly known as Rail Safety Week) focuses on the importance of making safe choices when walking or driving near railroad tracks and trains. TriMet is proud to have supported the cause since it began in 2017.

Years-long A Better Red project to improve MAX light rail reliability and extend MAX Red Line into Hillsboro completed on time, on budget

TriMet’s A Better Red project came to a celebrated close Wednesday, Aug. 28, 2024, with the official opening ceremony of the MAX Red Line extension into Hillsboro, marking the conclusion of TriMet’s biggest light rail project in nearly a decade.

The U.S. Department of Transportation’s Federal Transit Administration (FTA) joined TriMet and local partners on Wednesday to celebrate the extension of the MAX Red Line 10 stations west into Hillsboro. It’s the final piece of A Better Red—a three-year, two-phased project to increase the light rail system’s reliability and extend the Red Line to serve MAX stations in a growing job center of Washington County as well as give more people a one-seat ride to and from Portland International Airport. Following the ceremony, attendees took a ceremonial ‘first ride’ through the new area being served by Red Line trains.

“I take great pride and am honored to host the celebration today—marking this exciting milestone for TriMet and the entire region,” TriMet General Manager Sam Desue Jr. said. “This project would not have been possible without the dedication and commitment of so many individuals and organizations. A Better Red isn’t just about extending the line—it’s about making our entire MAX system better. It’s a testament to what we can achieve when we all come together, and together, we are building a brighter, more connected future for the people of this region.”

FTA Acting Administrator Veronica Vanterpool and local partners joined TriMet General Manager Sam Desue Jr. at the Hillsboro Airport/Fairgrounds MAX Station on Wednesday, which now serves as the western end of the MAX Red Line. A Better Red would not have been possible without the support of local and federal partners, including the FTA, which covered a substantial portion of the $215 million budget with a $99.9 million Small Starts grant. The project was completed on time and on budget.

“Congratulations to the people of Portland and the TriMet team for completing the ambitious ‘A Better Red’ project, which will improve service and result in smoother, faster travel, allowing people throughout the Portland region to leave their cars behind,” FTA Acting Administrator Veronica Vanterpool said. “We appreciate that this project—like all transit projects—has supported so many jobs in the area and will continue to do so. In fact, 44% of the subcontracting firms are certified disadvantaged business enterprises in Oregon, demonstrating our shared commitment to equity and ensuring everyone has a chance to  benefit from federal transit investment.”

A Better Red also received financial support from Metro, allocating nearly $9 million in funding, and the Port of Portland, which contributed about $2.3 million.

While Metro Council President Lynn Peterson was not able to attend the A Better Red official opening ceremony, she said, “Thinking regionally means helping people move regionally. TriMet’s Red Line extension makes it easier than ever to use MAX to move around our region, supporting the thousands of Oregonians who have chosen to live in the communities along our rail system. Faster commutes, shorter waits and fewer transfers are all great news for our region’s commuters.”

The Port of Portland has played a vital role in the MAX Red Line from the very beginning, part of the public-private partnership that led to the creation of the line—the first train-to-plane connection on the west coast when it opened in September 2001. Port of Portland Executive Director Curtis Robinhold was not able to be at the ceremony but shared this:

“Extending the MAX Red Line into Hillsboro gives people who live here, visitors and employees a faster, car-free way to get to and from PDX,” Robinhold said. “I love that we’re celebrating the completion of A Better Red the same month we opened PDX’s new main terminal because both projects were part of an overall plan to better serve our community for decades to come.”

Washington County applauds A Better Red

Washington County officials, along with business and community leaders, turned out for Wednesday’s ceremony and applauded A Better Red and the opportunities additional MAX light rail service brings to people living in this growing area. 

“Smart transit infrastructure does more than reduce traffic congestion; it drives economic growth by making our region more attractive for investment,” Westside Economic Alliance Executive Director Elizabeth Mazzara Myers said. “By investing in projects like A Better Red, TriMet, the Federal Transit Administration and the jurisdictional partners are not just placing track and adding stops—they are laying the groundwork for economic prosperity, community resilience and long-term sustainability.”

“A Better Red demonstrates and fulfills our collective regional commitment to providing reliable, convenient access to jobs, homes, recreation and services,” Washington County Commissioner Nafisa Fia said. “It also supports our regional commitment to climate-friendly initiatives by allowing more people to reach their destinations without cars.”

“I’m thrilled to celebrate A Better Red today because it offers Beaverton residents a reliable, climate-friendly alternative to driving, connecting them to Portland, Hillsboro, and beyond,” Beaverton Mayor Lacey Beaty said. “Good transit is essential to our community’s growth, and this project will make life easier for so many, especially the 30% of our residents who can’t drive.”

“MAX light rail does more than just move people; it moves people closer to their dreams,” Hillsboro Mayor Steve Callaway said . “This extension is another rung helping individuals climb the socioeconomic ladder. Each trip—whether it be for education, healthcare, or employment—carries people on their journey towards a better purposeful life.”

“From improved access to jobs to more convenient and affordable transportation, A Better Red will help bridge the gaps that too often hold people back,” Centro Cultural Policy Director Nansi Lopez said.

A Better Red keeps trains and transit moving forward

TriMet’s A Better Red project doubled MAX light rail service between Beaverton Transit Center, the previous western end of the MAX Red Line, and the new Hillsboro Airport/Fairgrounds Station, renamed from the Fair Complex/Hillsboro Airport Station.

The project’s reliability improvements were made on the east side of the line, between Portland International Airport and Gateway Transit Center, and went into operation in March. They included installing a second set of tracks in two sections—near PDX and Gateway Transit Center—where originally there were just a single set of tracks. This improved train movement and keeps trains running on time throughout the MAX Red Line as well as on the other lines in our interconnected light rail system.

The reliability improvements led to TriMet’s first new MAX station in nine years, Gateway North, to serve trains coming from PDX toward Downtown Portland and Washington County. Crews constructed two new bridges and pathways to carry the new sections of track and improve connections for pedestrians, cyclists and people in mobility devices. This includes  two new multi-use paths: one connecting 82nd Avenue to Portland International Airport and another providing new access to Gateway Green Park. The work required three short closures of all or part of I-84 in the Gateway area. TriMet thanks the Oregon Department of Transportation (ODOT) for its support in making A Better Red possible.

“TriMet’s partnership in the Portland region helps us deliver on our mission to provide a safe and reliable multimodal transportation system for Oregon,” ODOT’s Public Transportation Division Administrator Suzanne Carlson said. “We are excited to see A Better Red expand transportation options for the community.”

A project of A Better Red’s size, on an active light rail line, required eight disruptions to MAX service. TriMet and our partners thank riders and employees for their patience and understanding as this project improved transit service and all the benefits that brings.

“The City of Portland appreciates this federal investment and TriMet’s leadership on the A Better Red project, which will improve light rail service downtown and for neighborhoods on the eastside of Portland,” said Portland Bureau of Transportation Director Millicent Williams. “Continued transit investments are critical to meeting the City of Portland goals around carbon emissions reduction, improving livability and helping people get where they need to go affordably and safely.”

Building A Better Red

Construction of A Better Red was led by Construction Manager/General Contractor Stacy Witbeck, with the design completed by Parametrix. The project  supported 1,051 jobs and paid out over $18.9 million in salaries and wages to date. In line with TriMet’s nationally recognized program promoting opportunities for women and people of color through transit construction projects, disadvantaged business enterprises (DBEs) played a substantial role in A Better Red, with 62 of the 139 subcontracting firms being certified DBEs. The project also emphasized workforce training and hiring initiatives. Approximately 21% of the total trade labor hours have been dedicated to on-the-job training for apprentices, setting them up for future success in the construction industry.

Funding

$104 m      TriMet
 $99.9 m     FTA Small Starts / SYGA
 $8.9 m       Regional Flexible Funds administered by Metro
 $2.2 m       Port of Portland
 $215 m      Current total project cost

A Better Red at a glance

The new MAX Red Line is just one of the changes TriMet made in August to improve our overall light rail system and bring bus service to more people, especially those with limited incomes, so they have more access to reach jobs and opportunities.