There are essentially two kinds of people who ride transit on a regular basis: the “choice riders” like me, and the “obligate riders,” those who lack another means to get to where they need to go.
Why do I choose public transit? Yes, it take a bit longer to get to work each day, but unlike driving, I spend my time on transit as I choose, catching up on e-mail, connecting with friends on Facebook or simply relaxing as the world slips past my window. In case it’s not clear, I really like transit.
As much as I prefer using public transportation, it’s getting more difficult for me to like it. The reason boils down to two words: customer service.
Last week I was caught in a service outage on the Orange Line after work. I boarded the train at 5th and C that arrived 20 minutes late. No announcement was made, and no mention of the outage was listed on the new light boards MTS installed at the station where I boarded. After pulling out of 12th and Imperial, the train announced a track closure and our next stop would be our last. An impromptu “bridge-bus” was waiting to take passengers to the 47th Street station.
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