Metro Customer Relations

Let's get personal.

I had an incident this morning involving a negligent bus operator who bypassed me - after making eye contact and almost hitting me while I was waiting for him to slow down, no less, continuing to make his way down the street. Rather unfortunately, I ended up being fifteen minutes late to work. I felt seriously burned, until I remembered that Metro has a Customer Relations line (1-800-464-2111, available from 8:00 am - 4:15 pm) for one to make known virtually anything about their commuting experience, as well as an email address (CustomerRelations@metro.net). One thing I didn't know, however, is that "for safety purposes" the representatives will not address issues while you're on a bus of any kind, at any time of day or night - no matter who the driver. Even if it's a different one than the driver you're upset with, as I was this morning. Reasonable; aggravating while in the moment, but understandable and therefore good to know.

I don't mean to come down on any operator in any avenue of customer service. I myself am one. But this experience has truly shown me the value of good customer service - even if it's as basic as not dismissing the customer. I never used to wonder why patrons would say "thank you" or "have a good day" to bus drivers while exiting at their stop, but again - this experience has cemented why it's important (if not imperative) to thank where necessary. Life and all the seemingly insignificant things in it are made seamless by all those who actually contribute - aka do their jobs - accordingly. Ourselves included.

Just some food for thought.

Soon to come: directions to upcoming events, places to go, hangout & eat soon!


Photo via Metro.net

Increased Ridership Due to Gas Prices and the Economy

Has it really been three years since the Orange Line began regular operation in the San Fernando Valley? Per Metro.net, ridership on the Metro Orange Line has increased immensely from September 2007 to September 2008.

"At 27,987 average weekday boardings for September, the San Fernando Valley’s popular Metro Orange Line reached the highest boardings since the line opened in October 2005. Average weekday boardings on the Metro Gold Line reached 25,511 in September, which is more than a 30 percent increase compared with September 2007. Metro’s subway and Blue Line both experienced a nearly 10 percent increase in boardings, and Metro Green Line boardings grew by almost 12 percent. Metro directly operated bus boardings jumped 6.3 percent during the same year-over-year period."

While this is great news, I must address an issue concerning the amount of riders in comparison to the number and frequency of local buses in Los Angeles. Often times it is expected during certain times of the day (namely, rush hour) to not find a place to sit on the bus. However, at times whole buses are so full that buses need to pass on by, leaving crowds of people to wait on a street corner for the next bus to come - which often times isn't for another 15 or 30 minutes, if you're lucky.

Metro has gotten smart, allowing later and more frequent operation of trains and subways, making it less of a concern, say, if one is out past midnight and they're in need of getting home. But what about the local buses and their regular frequency - throughout the day? Apparently the argument revolves around three key elements: ridership, population, and availability. My opinion? If there are people around, especially in population-dense areas, there is a need for transport, no matter how late or how often. Practicality just isn't met when local lines are running every 30 minutes during rush hour. If you were one of the unfortunate people told that "the bus is too full; wait for the next one" - and you have to be at work in 10 minutes - it wouldn't be so convenient, would it? Say that you are the student whose night class ends at 9:45 pm and you have to wait for the next bus that will come an hour after the 9:41 you just missed. When local lines are ending their service at 8:00 and 9:00 pm, or running every hour (especially as the weather gets colder), it's just not good customer service.

This might just be my opinion, and my opinion only - but if it is shared by more than one, it begs to be addressed to the right person.

The End of Rideshare Week... Then What?

Today marks the end of Metro's Rideshare Week, but that doesn't mean that the good habits acquired should end for everyone who hopefully made an effort to take part in carpooling, bus-riding, vanpooling, cycling, etc. Per Metro.net:

California Rideshare Week is a statewide campaign to reduce solo driving that is causing congestion on the region’s roadways. [...]

According to the U.S. Census Bureau, solo drivers accounted for 70 percent of the work commutes made within Los Angeles County in 2000. Carpooling accounted for just 15 percent, while public transit represented nearly 7 percent of work commutes. Other means, including walking and bicycling comprised the remaining 8 percent of work trips.

I must admit to being a little peeved when seeing numerous solo drivers on the road. While I understand that we all have to be somewhere, the following question seems to beg constantly: can't you go solo on a bicycle? Or on a bus, perhaps? If you're able to, why not utilize the bus two or three days a week? With the introduction of more frequent bus and railway lines running in most directions, that's not as impossible an idea as it was considered to have been about five years ago. Due to input from Angelenos - perhaps by way of suggestion boxes such as this and general observations on the state of our environment and over-population - Los Angeles has been 'gifted' six railway lines connecting various points of the city, even recently to places where hope of getting there in a reasonable time was once slim to none. As mentioned in prior articles, there has been mention of construction of an extension to the Westside/Santa Monica - which these days can easily take an hour to an hour and a half to get to. One-way. This city is booming ... and for those who say that a suggestion doesn't make a difference, they might want to revisit the issue and ponder what high demand can produce.

My personal concern would be the amount of buses traveling north to south in the San Fernando Valley, as well as to areas beyond Calabasas. If you've a concern with services in your area, or would like to give your input on anything from roads to, for example, habitually incompetent operators, behold the power of email - Customer Relations @ metro dot net is a click away from addressing an issue.

And for more information on ridesharing in your area, call 1-800-COMMUTE (Option 3), or visit http://www.commutesmart.info online.

From Metro.net

Photo via greendioxide.com