July 15, 2018
"Getting There" - Metro-North's Quiet Car Debacle
“Train time is your own time” was the old marketing slogan of Metro-North, encouraging commuters to kick back and enjoy the ride while reading, working or taking a snooze.
But in reality, train time is shared time. They don’t call it “mass transit” for nothing as passengers much share their space with a hundred other commuters on each railcar.
Assuming you get a seat, this means you’re squeezed in next to one or two fellow riders.
Usually commuters are respectful of each other and don’t blare their radios or carry on loud conversations, with each other or on cell-phones. Or so we’d hope.
It was almost 20 years ago that Amtrak first introduced the concept of The Quiet Car, following suggestions of daily commuters riding to DC. It was such a success that quiet cars were soon added to other Northeast Corridor trains and Acela.
The concept was simple, as conductors reminded passengers on every trip: maintain a “library like atmosphere”. That meant no cell phone calls and only quiet, subdued conversation. You want to yuck it up over a beer, go to the Café Car. Got an important phone call… sit in any other coach.
Other commuter railroads picked up Amtrak’s cue… but not Metro-North. While serving on the CT Metro-North Commuter Council I regularly beseeched the railroad to give us a break and dedicate just one car to peace and quiet, convinced it would attract riders. Finally in 2011, the railroad took the hint and launched such a car, branded as a “Quiet CALMmute”.
Victory for the sonically overloaded? Not by a long shot. This is Metro-North and if anyone can screw up a good idea, they can.
First, they offered the worst car location on the train to their CALMmute: the last car in-bound and the first car out-bound from GCT. And there were no signs indicating which car was “quiet”. Worst of all, conductors all but refused to enforce the quiet rules, leading to altercations between passengers.
Conductors have no trouble enforcing other rules: luggage on the overhead racks, no feet on the seats, no smoking etc. But asking people to keep down the chatter was apparently too much. All they would do, at first, was hand “Shhh cards” to offenders.
In 2016 the quiet car program was expanded to two cars per train, peak and off-peak. But, still no signage (until just recently) and no enforcement.
Now, a major change. The railroad announced that effective immediately there would be only one quiet car per off-peak train. And the PR team at MNRR spun the story so well that some local media made it sound like the program was being expanded, not cut in half. Brilliant.
There was no explanation for the cut in quiet cars though one official told me “we have had no reports of quiet car demand exceeding availability in the off-peak”. In other words, people who ride off-peak just prefer to yap.
That’s an amazing PR “spin” on what is really an admission of failure. Metro-North never wanted quiet cars and clearly didn’t want to enforce the rules. The people have literally “spoken” and the Quiet CALMmute won’t be as accessible anymore.
This is what happens when you have a monopoly, answerable to nobody, especially its customers. I’d raise my voice in protest but… I’m in the quiet car.
Posted with permission of Hearst CT Media