Matt Nowak e-mailed the CTA transit board and cced "Going Public" about complaints with the Orange Line. His letter continues after the jump. Information about specific CTA employees has been redacted.
"This is to inform the board of the experiences that a regular patron of the CTA has to overcome because of horrible service. For the last three months, the elevated Orange Line has been abhorrent.
I take the Orange Line from Midway each morning and depart at the Adams and Wabash stop each night. Last night, for example, I watched as six nearly empty trains (two Green Line, two Pink Line and two Purple Line) passed the Adams and Wabash stop.
Where was the Orange Line that is supposed to arrive every '6 to 10 minutes' as claimed on your Web site? Where was an announcement that the Orange Line trains were delayed? ...
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CTA rider: Orange Line service 'abhorrent'
When a Orange Line train actually arrived, more than 20 minutes late, there
was enough room on the entire train to fit another 10-12 people (I
counted!).
Then the train operator exclaims over the load speaker that, 'Another Orange Line is directly behind this train...doors are closing.' Did a Orange Line follow? Absolutely not. It was not until another Pink and Green Line passed that another packed Orange Line arrived.
The time, fewer than the 10-12 lucky customers were able to get on this sardine can on tracks. Finally, after another Purple and Green Line passed, was I able to depart at 5:40 pm.
I arrived at the station at 4:49 p.m. Again, this was the train that was supposed to be 'right behind' the previous Orange Line. Yes, that would be two separate train operators stating that Orange Line trains are directly behind their train... which was a lie.
I left a message with [redacted] during the horrible experience. I had complained to the CTA previously and was contacted by [redacted].
This will be confirmation for the board of the actual problems. So what is my point? The point is that you cannot raise fares and decrease service for an organization that is already suffering.
I could tell the board of many, more stories, of CTA employees at Midway that simply sit and talk, eating donuts, when they are supposed to be cleaning the trains.
I can tell you of the countless times I have been forced to sit in filth because the trains are disgusting. I can tell you this, if you raise fares you will lose countless numbers of patrons.
One more suggestion: If you cannot afford to pay workers, keep fares reasonable and maintain a working and service-orientated institution, then sell the flat screen televisions that are being installed all over the Loop.
We see enough advertising, there is not need for this here. Further, if you choose to keep the TVs, then at least put an accurate train schedule on them, that is, if the CTA actually knows where the trains are at any given time."
Then the train operator exclaims over the load speaker that, 'Another Orange Line is directly behind this train...doors are closing.' Did a Orange Line follow? Absolutely not. It was not until another Pink and Green Line passed that another packed Orange Line arrived.
The time, fewer than the 10-12 lucky customers were able to get on this sardine can on tracks. Finally, after another Purple and Green Line passed, was I able to depart at 5:40 pm.
I arrived at the station at 4:49 p.m. Again, this was the train that was supposed to be 'right behind' the previous Orange Line. Yes, that would be two separate train operators stating that Orange Line trains are directly behind their train... which was a lie.
I left a message with [redacted] during the horrible experience. I had complained to the CTA previously and was contacted by [redacted].
This will be confirmation for the board of the actual problems. So what is my point? The point is that you cannot raise fares and decrease service for an organization that is already suffering.
I could tell the board of many, more stories, of CTA employees at Midway that simply sit and talk, eating donuts, when they are supposed to be cleaning the trains.
I can tell you of the countless times I have been forced to sit in filth because the trains are disgusting. I can tell you this, if you raise fares you will lose countless numbers of patrons.
One more suggestion: If you cannot afford to pay workers, keep fares reasonable and maintain a working and service-orientated institution, then sell the flat screen televisions that are being installed all over the Loop.
We see enough advertising, there is not need for this here. Further, if you choose to keep the TVs, then at least put an accurate train schedule on them, that is, if the CTA actually knows where the trains are at any given time."
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3 Comments
esajbew said:
#1: Welcome to the heart of Union-land. Unions are necessary in private sector industries, but they have no place in a public service industry like transit. Try firing a CTA worker for being lazy, and see what happens.
#2: The CTA does not own the flat-screens - they are owned and maintained by Titan Outdoor Advertising and, in fact, they are generating revenue for the CTA.
mattnowak said:
To: esajbew
Well those are minor problems. How about decent service...answer me that.
MN
esajbew said:
While there are certainly exceptions, customer service is far from being Chicagoan's strong point. Add bad customer service culture, an overly powerful and stubborn union, and minuscule government funding (slow zones, underpaid and therefore jaded management and executive employees, etc.) all together and the result will be your experience.
In addition to complaining to the CTA, write a letter to your political representatives, both local and in Washington. They need to know that transit is a necessary service that deserves priority over anti-American, wasteful forms of spending (unnecessary wars, corporate tax cuts, etc.).
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