A big complaint of Long Island Rail Road commuters is that railroad officials don’t communicate service issues with them in a “timely” fashion. Railroad officials say that isn’t the case.
But if the proof is in the pudding — or in the perception — then the communications problem between the railroad and its riders is well illustrated by the latest issue of the LIRR newsletter “Keeping Track.” That would be the August 2007 issue of “Keeping Track.” The issue was posted on-line on the Metropolitan Transportation Authority website — http://www.mta.info/ — on Wednesday, Aug. 29. The issue was distributed in hard-copy format on LIRR trains on Thursday, Aug. 30.
Right, with little more than one day left in August.
The lead item in the August issue of “Keeping Track” is the announcement of a new credit card-debit card program designed to make it easier for customers to purchase tickets. The program began Aug. 15 — more than two weeks before distribution of the newsletter.
“Starting August 15,” the item reads, “LIRR ticket agents began . . . “
Which begs the question: Why didn’t officials get this into the July newsletter — to make riders aware of a program meant to benefit them before it went into effect, not after?
Railroad officials will tell you one reason is that details surrounding the implementation of the program may not have been finalized in time for the previous newsletter. Fair enough. Also fair is that the railroad did announce the program — and post a press release regarding the program — the day it began, Aug. 15. They also argue the newsletter is not scheduled like a newstand magazine. That is, the August issue does not come out in late July or at the beginning of August. It comes out when it comes out, in this case with two days left in the month.
Last week, new LIRR president Helena Williams was forced to hold a news conference to defend the railroad on the issue of customer service after a New York State Department of Transportation bridge-installation project caused the railroad to cancel all weekend service between Mineola and Hicksville. Williams said the railroad had issued sufficient warning to its customers about the service disruptions. Customers said the warning wasn’t sufficient enough. Which forced Williams into a position of having to do damage control.
That was the case again on Monday, when the railroad was forced to defend itself after Amtrak work crews found a problem with tracks in one of the four East River Tunnels the LIRR uses to access Penn Station — and the LIRR was forced to delay, re-route or terminate a total of 11 morning rush-hour trains bound for Manhattan. The service disruption wasn’t the fault of the LIRR. In fact, it reinforced the old argument that Amtrak should relinquish ownership of the tunnels to the LIRR. But instead of seizing the moment, providing riders with timely information about service problems and using the issue to focus attention on how Amtrak’s shortcomings continue to hurt operation of the LIRR, railroad officials thoroughly bungled the chance.
Having learned about the tunnel track problem at 4:30 a.m., LIRR officials didn’t make riders aware of it until a “Service Alert” was issued at 7 a.m. — much too late for commuters on eight of the 11 trains.
Riders said they should have been told sooner. They’re right.
The August issue of “Keeping Track” features an item about train service to the U.S. Open Tennis Championships, which started last week and end Sept. 9, and a reminder about special “getaway trains” that will run at the start of Labor Day Weekend — Friday, Aug. 31.
Like we said, perception goes a long way towards proof. Especially, when it comes to the perception of disgruntled commuters regarding communications with the LIRR. The sad truth is that such faux pas continue to make the railroad look bad.
Time for railroad officials to listen. And learn.
