customer service

BART board wants text-message rider hotline

May 16, 2011

The president of the BART (CA) board wants the agency to set up a text-messaging system for passengers to alert the agency about problems they encounter.

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MBTA introduces Commuter Connect

April 20, 2011

The MBTA announced Commuter Connect, a tool to allow developers to incorporate the functionality of the MBTA’s customer comment form into apps.

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Indian Facebook page sees little traffic

March 8, 2011

Two months after launching a Facebook page, the Pune Mahanagar Parivahan Mahamandal Limited has yet to see the kind of customer feedback it expected.

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MBTA wants to cut rider refunds to pay for countdown signs

February 23, 2011

The MBTA wants to run ads on its website and smart cards. To pay for countdown signs, the MBTA wants to cut a program that refunds fares for service delays.

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#WMATA #FAIL: Metro’s life in tweets

February 11, 2011

TBDOnFoot took a look at WMATA through the eyes of its Twitter followers, and the picture was not pretty

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GO Transit’s control center signals change

January 25, 2011

GO Transit’s (ON) new control center integrates operations and communications for the first time, resulting in better customer information about incidents.

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From token seller to customer service agent

October 10, 2010

The MBTA’s customer service agents, many of whom are former token sellers displaced by the switch to CharlieCards, dispense directions, answer questions, and help customers navigate the electronic fare system.

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Most calls to San Francisco’s 311 focus on Muni

June 20, 2010

Despite the availability of alternatives — including the regional 511 system and NextMuni arrival predictions — more than half of the calls to San Francisco’s municipal 311 customer service phone center focus on Muni.

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Back-seat drivers

April 12, 2010

The new New York City Taxi and Limousine Commissioner wants passengers to use the touchscreen in the back seat to provide feedback on their trip.

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Dayton uses software to connect with customers

February 11, 2010

The Greater Dayton Regional Transit Authority (OH) is using online customer service software to connect with customers who have comments or complaints.

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