Akron's Metro ridership soars after significant improvements

In Akron, Ohio, significant changes to the public transit system have led to a remarkable increase in ridership. In 2023, Metro, the city’s bus service, underwent a comprehensive overhaul, strategically focusing on the needs of its passengers. This included discarding outdated maps and optimizing routes and service frequency. By reworking the schedule, buses began running every 15 minutes during peak demand, improving convenience for riders who depend on the service for their daily needs. The leadership of Dawn Distler, the CEO who climbed the ranks from a bus driver, has been a key factor in driver recruitment and service improvement. She emphasizes the importance of customer interaction, often riding different routes to engage with passengers directly. Metro's focus on understanding and meeting the needs of its customers has proved effective; in a year following these changes, ridership increased by 24%, significantly exceeding the national average and achieving this boost without additional budget allocation. This initiative has not only improved operational metrics but has also strengthened the community's reliance on public transit. Residents, like Tim Burton, who rely on these services for their daily commute and errands, have expressed satisfaction with the improvements, particularly the increased service frequency. Metro’s approach to hiring new drivers has also adapted, welcoming individuals without prior experience, thereby broadening its workforce and ensuring a customer-friendly service. As a recognition of its transformation and success, Metro earned the prestigious award of national mass transit system of the year in 2025. The improvements made are seen as vital steps toward enhancing public transportation as a civil right, allowing residents easier access to necessary locations and services in their daily lives.