For everyone who uses public transit regularly, this story should hit home. The following is a transcript of the e-mails I had with The Hamilton Street Railway. This is the bus company here in Hamilton,Ontario.
This is no means a slag on the whole company and the usually reliable service they provide, but as the old adage goes one rotten apple can spoil the whole barrel.
22/07/06
From me to the HSR
Today was the first time I used your brand new "trip finder". According to your schedules I should have gotten on the 5C Deleware at Ewen Rd tonight at 7:15pm. In fact it arrived at 7:25pm. That was fine it's Saturday, it only took 10 minutes to arrive at McNab. Here is where the problem starts. I should have been able to catch the 7:45pm Barton. No 7:45pm, no 8:00pm. In fact your driver never showed up until 8:15pm. A gentlemen boarding in front of me beat me to the question "How often do the Barton buses run on Saturday? Your driver answered what I already knew, "15 minutes". This man had been waiting since 7:30! The kicker came when your arrogant driver answered the mans lengthy wait concern with an "Oh really"
Even better when an obviously intoxicated man smelling of booze got on your driver had the time to great his buddy with a handshake. It makes me wonder where your driver was.
I don't expect much to be done as the HSR seems to take a rather arrogant approach to their "customers" and main source of revenue as evident by many of your drivers, especially on these routes.
24/07/06
Reply from the HSR.
Hi Kendall,
There were two buses that should have arrived at Main/MacNab at the times you specified. There should have been a 7:45pm bus as you indicated and unfortunately I am unable to see any tracking for that bus so I will file a complaint with our operations team on your behalf listing a "No Show" so they can investigate that bus' whereabouts.
The 8:00 pm bus was running 13 minutes late as per our tracking and didn't arrive at Main/MacNab until 8:13 pm. The tracking reading on this bus was accurate which means the bus passed the bus stop pole node at that time and the system registered the late arrival at that location. Not sure what caused this delay so I will ask operations to investigate that as well.
The 8:15 pm bus arrived there at 8:17 pm and was running two minutes late. This is also an accurate reading as per our tracking. Buses are permitted to run one minute early or 3 minutes late and still be considered on time.
The process at HSR dictates that our operations team investigate and respond to a complaint within 10 business days at which I will let you know the outcome.
Thank you for bringing this matter to our attention.
27/07/06
Final word from the HSR.
Good Morning:
Our operations team has now completed this investigation. They report that appropriate action was taken at the time they interviewed the operator.
Yes my letter had a very harsh tone, but for good reason. I grew up taking the Barton 2 route and have watched it go from the bus that hustled to pick up every rain soaked passenger and when you got on you where met with a sympathetic courteous driver. Unfortunately, drunks, users and gang punks have fried the nerves of this routes drivers to the point everyone is taking the heat. These are the good drivers, this one; probably once sat amongst these sad souls and shared their stories.
Hopefully some more Provincial money can come Hamilton's way so they can hire better drivers.
Later,
Kenaz
