Now
is the winter of our discontent. I’ve
been riding Metro-North for almost 25 years and I’ve never seen the railroad in
such bad shape.
Trains
are consistently late without explanation. Some cars have no heat. A couple of trains
were stranded for 2+ hours when wires were pulled down. And on one recent evening,
the entire railroad ground to a halt because some tech pulled the plug on a
vital computer at HQ.
Our
crumbling rail infrastructure is compounded by inexcusable human errors by the
people hired to run our trains.
And
now we hear that some of our new M8 cars are also in the shop, ingesting snow
that burns out their electronics, just like the older cars they replaced. That means trains are short of cars and it’s
standing room only on many rush hour trains.
What’s
a commuter to do? Why, turn on their
smartphone and use the power of the web to complain!
That’s
the idea behind The Commuter
Action Group, launched in late January, the fruits of my advocacy labors
for several months since leaving
the Commuter Council.
Our
website (www.CommuterActionGroup.org)
allows commuters to immediately report problems to Metro-North, giving them
needed details about where, when, what car number, etc. They can even take a picture and send it.
Step
two is to copy that complaint and send it to your State Representative, State
Senator, Congressman and US Senators.
They represent you and need to know how bad things are on the railroad
and how you will hold them accountable for getting things fixed. We will “remember in November” who helped us
and who didn’t.
Step
three is to use our Twitter feed (@CTRailCommuters)
and Facebook page to
discuss what’s wrong, share ideas, ask questions and get answers. As one rider
posted… “it’s like a virtual support group”.
The
response from commuters has been amazing and I clearly think lawmakers, both in
Connecticut and NY State) are getting the message that their constituents are
angry. But we need more than press
conferences and lip service: legislators need to pressure CDOT to hold
Metro-North accountable.
As
part of our launch of The Commuter Action Group, we also issued a “Commuter
Manifesto”, listing a few simple expectations (not demands) that riders
have as Metro-North customers paying the highest rail fares in the US…
Safety…
Fast, Accurate and Honest Communications… Responsive Customer Service… Open and
Transparent Operations… and Leadership that Listens. The Commuter Manifesto now hangs in most
station waiting rooms as we await a response.
A
new President arrives next week at Metro-North, Joe Giulietti. By all reports he’s smart, respected and a
good communicator. Whatever his skills,
they’ll certainly be put to the test in the coming weeks.
We
wish him success and pledge our cooperation.
As we wrote in our Commuter
Manifesto, “We will listen to you if you will listen to us: we’re in this
together”.
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JIM
CAMERON has been a Darien resident for 22 years. He was a member of the CT Rail Commuter
Council for 19 years and still serves on the Darien RTM. The opinions expressed in this column are only
his own. You can reach him at Jim@MediaTrainer.tv
