MetroRiders.Org

FYI, Here's a complaint I recently sent to the Regional VP for First Transit, Inc., the company that runs the DC Circulator:

Wednesday afternoon, Nov. 16, 2005

Kenneth Gordon

Senior Region Vice President Kenneth Gordon

First Transit Inc.

Mr. Gordon:

I am writing to notify you of the consistently poor performance of many of your drivers operating the DC "Circulator Service" in Washington, D.C.

This morning provided a particularly bad example of your drivers' behaviour as well as their supervisors' response to such problem.

As you are aware the Circulator service as only two lines - one going East-West across town from Georgetown to Union Station (mainly along K Street and Massachusetts Ave.) and the second going North-South from the new Convention Center to Maine Ave. in SW Washington (traveling mainly along 7th & 9th Streets.

These two main E/W and N/S lines intersect every run at stops in the general vicinity of the the Convention Center - riders traversing DC frequently transfer at these intersections to reach their ultimate destinations.

This morning - Wednesday, Nov. 15, 2005, at approximately 9:30 AM I boarded a East/West line Circulator on K St. going east towards Union Station. My ultimate destination was the HUD Bldg. in SW Washington so I needed to transfer at the Convention Center in order to complete my trip on the next available North/South Circulator going south towards Maine Avenue, SW.

Accordingly, I disembarked from the E/W route Circulator at the Circulator stop located on the south side of Massachusetts Ave just across the intersection of Massashusetts Ave. and 9th St.

And, in order to catch the next N/S route Circulator going towards Maine Ave. (along which would be my destination at HUD near L'Enfant Plaza), I had to cross back over 9th St. and then cross Massachusetts Ave. to it's north side in order to get to your N/S route stop located there just a few steps north of the main intersection of Mass and 9th, NW.

As I was crossing 9th St. I looked and saw the next N/S route Circulator pulling up to the stop across Mass Ave. It was Circulator Bus #1107 and the driver was female. As I was walking hurriedly across Mass. Ave. I waved and hailed the driver - who was looking directly at me - that I was approaching to board her bus as she was sitting there at the 9th & Mass stop.

But as soon as I reached the sidewalk curb, the driver starting closing her door closed - which had been sitting open as she was sitting at the stop - (only a few steps away) watching me cross Mass. Ave. towards her.

I hailed her again - she clearly saw me - and she just plain choose to ignore, close her door, and proceeded to drive away right past me across Mass. Ave and down 9th St. - laughing and talking on a cellphone. Indeed she passed me so closely and so deliberately that I could reach out and knock on the bus door - but she still completely and deliberately ignored me and nearly ran over my foot at the curb!

Her bus was completely empty!

This entire episode was witnessed by the two DC Metro policemen directly the heavy congested traffice there at the intersection of Mass and 9th St.

Since this is not the first time I have encountered this kind of overt and just plain mean discourtesy on the part of one of your drivers I got my cell phone and immediately called your dispatching office at 301-925-2472. I was asked my name, telephone number, exact location and personal description and told that a supervisor was on location at the Convention Center (there right at Mass. & 9th) and would be coming to discuss my complaint immediately.

I waited 15 minutes - no supervisor anywhere around. I called 301-925-2472, I was told by the same male dispatcher than the supervisor was "caught in the traffic", but was coming.

I waited another 30 minutes - it is now going on 10:30 AM - I called 301-925-2472. The same male dispatcher now tells me that I should call 962-1423 and he gets surly when I ask him where's the supervisor that was supposed to show up and he starts talking over me and just repeating the 962-1423 number in this droning voice.

I called 962-1423 - on my cellphone, still standing at Mass & 9th St. w. the two DC policemen who witnessed you Bus No. 1107 driver's reckless behavior - and went through over 5 full minutes of voicemail, pre-recorded transfers and messages until I was disconnected without ever reaching a "live" operator.

I called the male dispatcher at 301-925-2472 again - now I'm late for my meeting, I've spent nearly twenty minutes of cellphone time and charges and I'm needless to say upset and frustrated.

However, the male dispatcher now apparently finds now finds my frustration entertainig and starts baiting me with remarks like "Lady, don't holler at me" - remember, I'm on a cellphone on the street with all sort of traffic around me and I've waiting for the promised appearance of a supervisor for over one hour at this point - and then refuses to give me his name or an office address where I can go and make a personal complaint about this entire incident.

Needless to say I was forced to just give up on the whole thing and proceed to my work appointment.

But you need to know - your people - many of the drivers and obviously office support staff like the supervisors and dispatchers not to mention the non-existent "Customer Service" operators at the posted 962-1423 "Circulator" customer office line - are just plain rude, unprofessional and generally unmanaged and inappropriate.

Please let me know I can further formally pursue my complaint with you. This matter was time-consuming and upsetting and it is not right that the Circulator Driver of Bus No. 1107 (on the North/South Circulator route - "Maine Avenue" on the during the morning shift of Wed., Nov. 16, 2005) as well as the Dispatcher involved in this incident can presume they can behave in this intolerable manner without accountablity.

Thank you.