Here's a letter I just sent to our wonderful transit agency after a run in i had last weekend. A little background - our commuter rail system braches out in 13 different directions. All the lines coming into Center City converge either in North Philly or in West Philly at 30th St. Station. For example, all trains coming in from the south or west would pass through 30th St., then Suburban Station, then Market East, then Temple U., then North Philly. Trains coming from the north would pass through the same stations in the opposite order. Like all other cities in the country with a commuter rail network the system was disjointed and trains terminated at either Suburban or Market East. Ed Bacon saw to it that a tunnel was built connecting the two stations. This is an all electric system and the overhead catenary between Suburban Station and 30th St. is 80 years old. This portion of track is being shutdown on the weekends for 8 months (2 months left to go)while crews are working. The agency is also in the process of restoring Suburban Station to it's original art deco design.
"I started my trip 2 blocks from home at the Ellsworth-Federal Station. I was heading up to Suburban with my bike. I planned on taking the R6 up to East Falls and riding back along the River. I wasn't sure what time the train came and wasn't really concerned. I was just out for a ride. No train, no big deal.
I arrived at the station at 7:23. 2 minutes before the train was scheduled to leave. I picked up my bike and hurried down the stairs and headed to the appropriate track location only to find the path blocked by a construction barrier. I assumed the train must be boarding from an adjusted location. I surveyed both sides of the platform and saw plenty of trains parked but none with any passengers or crew. Just then the R6 goes whizzing by. No big deal. I can still go for a bike ride, I'll just have to pick a different route.
As I went back up to the concourse a gentleman in an orange safety vest, jeans, work boots, and holding a two-way radio (who happened to be in the vicinity on my way down) was giving someone directions. He looked to me like someone involved either with the station work or perhaps the catenary work. I mentioned to him that, "For future reference you might want to put up a sign or something letting people know that they have to board on the other side of the construction for the R6."
He replied tersely: "That's what I'm standing here for."
Slightly confused, I said, "I didn't know why you were standing there."
He counters, "Well next time don't act like you know where you're going."
I shrugged it off as just another SEPTA moment (sad in its own right) but then as I was walking away he muttered under his breath "pssh, 'for future reference'".
I turned around and said, "listen, if you're there to direct people and you see people running for a train that's about to leave all you have to do is tell them where it is."
he said, "I've got four trains leaving."
I asked, "four trains leaving in two minutes?"
(with no crew or passengers)
he ends the exchange with, "sorry I didn't see the big neon sign!"
So the obvious question is, If you need customer service work done why do you have this guy doing it?
The next question is, If you need customer service work done why have those employees outfitted like track workers?
As if it weren't bad enough that weekend service is completely disrupted (when other agencies in the area managed to keep service at 20 minute intervals during longer and more complex projects), and then made worse by the fact that instead of bridging the gap by offering free vouchers for the el (introducing suburban riders to a wonderful asset) you are using confusing shuttle buses, which is made worse again by the fact that you overlapped two major projects that make Suburban Station even more of a maze than it already is - then you try to ameliorate the situation with surly employees.
I'm quite familiar with the SEPTA system. I use it daily. I work in capital programs at the DVRPC (where you get your federal funds from) so I'm about as up-to-date as a rider can be about the system and what's going on with SEPTA. All in all it's not a very difficult system to figure out (although, your signage and graphics could use some updating.) So when you make things temporarily confusing and you need to walk people through you should do it with someone who understands the meaning of customer service rather than someone who argues with your riders over a simple suggestion.
I've always defended SEPTA despite the horror stories i've heard because I can appreciate it for what it is. Lately that's become a lot harder to do. I don't live that far from my work. It's not necessary for me to spend $70 every month. Don't make the inconvenience of your service any worse.
James Resta
Transportation Planner
Delaware Valley Regional Planning Commission
111 South Independence Mall East
Philadelphia, PA 19106-2515
215.xxx.2940 phone
215.xxx.9125 fax
http://www.dvrpc.org