WMATA Bus Stop Skipping Follow-Up
Two weeks ago, while waiting for the S4 bus with six other riders, a bus drove right past our stop. As is my usual reaction when this happens, I chased the bus down and confronted the driver.
Not getting a satisfactory response from him, a very curt, "You riding this bus or the next one?" said more as a challenge than a question, I took my complaint to the WMATA Customer Comment Form.
From there, I received an unsatisfactory form email with this vague promise of action
The information you have provided will help us to identify the driver so that we can take proper disciplinary action. The driver will be interviewed and re instructed to service each bus stop along the route. Safe and courteous service is the responsibility of every employee, and Metro will not tolerate conduct that falls short of that standard.
Still pissed off but resigned to the arrogance of WMATA, imagine my surprise when I received a call from William Porter, a supervisor at WMATA's Northern Bus Division.
He called not only to apologize for the bus driver's actions; he also told me that they identified the driver and are taking disciplinary actions. Mr. Porter could not say the degree of discipline, WMATA bus driver's union contract keeps such information confidential, but he assured me that the driver was getting a demerit of some sort.
Past the specifics of my incident, I am amazed that I received a call at all. This is not the first complaint I've made to WMATA, but it is the first call back I've had. I wonder why? Could it be my association with LFt3R? Or maybe my public castigations of Metro on Metroblogging DC?
Or, and this is my sincerest hope, WMATA's new-found customer complaint follow-up was the influence of Dan, "Our Man", Tangherlini, WMATA's Interim ex-General Manager, and it will survive his departure.
Post Author:
wayan | 10:06 AM |
Link
|
TrackBacks
