In an attempt to placate what I will only describe mildly as ‘irate’ customers, NJ Transit put out a Customer Notice yesterday describing the circumstances around the cancellation of many trains on July 6th, 2010 as weather related mechanical difficulties (http://www.njtransit.com/sa/sa_servlet.srv?hdnPageAction=CustomerNoticeTo&NoticeId=2223). One of many issues related to this statement is that these so called issues carried on throughout the night and into the July 7th morning commute when it was neither that hot or humid. How long does it take to reset these overheat sensors? More than 10 minutes, 2 hours, 6 hours?
This statement is once again a clear and distinct acknowledgement that NJ Transit’s infrastructure, communication both internal and external, and customer care are horrendous at best. I won’t even get into the types within the notice.
In order to get a jump on what could be a rough commute yesterday July 7th my wife and I decided to leave the house at 640 to take the 656am train at the Watchung station in Montclair. The first announcement over the PA said the train was 8 minutes delayed, next announcement said 16 minutes delayed, then the Hoboken train pulled in and the conductor told everyone on the platform that the NY train was right on the tail of this train and would be here in 2 minutes. Then more time goes by so I check the NJ Transit website train advisories on my Blackberry where it says the train is 30 minutes delayed but on the move. The next announcement comes over the PA alerting us the train has been cancelled and we should get on the 738 train. Ironically the train advisory alert on NJ Transit’s website was still telling me the train is running and on them move. Next announcement the 738 train is 18 minutes delayed. Next move – we get on a DeCamp bus. So a commute that started at 640 ended up with us at work in midtown Manhattan at 920am, for a 2 hour a 40 minute commute. I would like to be compensated for the time I will never get back but know that asking for that pound of flesh is too much. I would simply like all customers to be compensated for these delays and cancellations as well as the money for the bus tickets I had to purchase, as well as wish oh do I ever wish, someone who knows what they are doing could run NJ Transit.
A few lessons learned…NJ Transit is and will probably always reactive rather than proactive. Their lines of communication within as well as external with their customers is as poor as it gets. I will never ever listen or follow the instructions of another conductor regardless of the situation. I will never again rely on them for any sort of information and always go with my intellect and instinct.
Living in the Northeast and specifically in the Tri-State area, we’re always going to be prone to snow and ice in the winter, prone to heavy rains in the spring and leaves in fall, prone to the 3 H’s in the summer with temps in the 90s and higher with a heat wave or two. These are not new weather patterns. They have existed for years and years and cannot and should not be used as excuses for poor service. These are trains were talking about, not glass slippers.
Stop blaming the weather and take responsibility for the service you provide. After violating us with an outrageous fare increase and service cutbacks, the least you could do is maintain your subpar service and bureaucratic nonsense, yet this period of cancellations is proof that just when customers think it can’t get any worse, NJ Transit proves that they can sink even further.
This statement is once again a clear and distinct acknowledgement that NJ Transit’s infrastructure, communication both internal and external, and customer care are horrendous at best. I won’t even get into the types within the notice.
In order to get a jump on what could be a rough commute yesterday July 7th my wife and I decided to leave the house at 640 to take the 656am train at the Watchung station in Montclair. The first announcement over the PA said the train was 8 minutes delayed, next announcement said 16 minutes delayed, then the Hoboken train pulled in and the conductor told everyone on the platform that the NY train was right on the tail of this train and would be here in 2 minutes. Then more time goes by so I check the NJ Transit website train advisories on my Blackberry where it says the train is 30 minutes delayed but on the move. The next announcement comes over the PA alerting us the train has been cancelled and we should get on the 738 train. Ironically the train advisory alert on NJ Transit’s website was still telling me the train is running and on them move. Next announcement the 738 train is 18 minutes delayed. Next move – we get on a DeCamp bus. So a commute that started at 640 ended up with us at work in midtown Manhattan at 920am, for a 2 hour a 40 minute commute. I would like to be compensated for the time I will never get back but know that asking for that pound of flesh is too much. I would simply like all customers to be compensated for these delays and cancellations as well as the money for the bus tickets I had to purchase, as well as wish oh do I ever wish, someone who knows what they are doing could run NJ Transit.
A few lessons learned…NJ Transit is and will probably always reactive rather than proactive. Their lines of communication within as well as external with their customers is as poor as it gets. I will never ever listen or follow the instructions of another conductor regardless of the situation. I will never again rely on them for any sort of information and always go with my intellect and instinct.
Living in the Northeast and specifically in the Tri-State area, we’re always going to be prone to snow and ice in the winter, prone to heavy rains in the spring and leaves in fall, prone to the 3 H’s in the summer with temps in the 90s and higher with a heat wave or two. These are not new weather patterns. They have existed for years and years and cannot and should not be used as excuses for poor service. These are trains were talking about, not glass slippers.
Stop blaming the weather and take responsibility for the service you provide. After violating us with an outrageous fare increase and service cutbacks, the least you could do is maintain your subpar service and bureaucratic nonsense, yet this period of cancellations is proof that just when customers think it can’t get any worse, NJ Transit proves that they can sink even further.
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