SunRail has one major responsibility: Provide safe,
reliable mass transportation.
SunRail is top notch when it comes to safety.
SunRail also deserve very high marks for reliability. But
sometimes things go wrong that are beyond its control, such as people and
vehicles on the tracks -- where they’re not supposed to be.
Granted SunRail is only 4 months old, but the railroading
is nearly 200 years old, so service interruptions aren’t new. That’s why
SunRail’s response to a service interruption on Friday morning was so
disappointing. Inadequate communications was the major problem.
Passengers arriving at SunRail stations at 6 a.m. were
greeted with a number of confusing messages on the public address system.
Initially riders were told all train service had been canceled for the morning.
That proved to be incorrect. To SunRail’s credit, service resumed around 7 a.m.
Some will say SunRail was being cautious when it said train
service was canceled for the morning. How many passengers heard that
announcement, threw up their hands and went home, or called in sick.
It would have been better if SunRail was more forthcoming
and said, “Service has been interrupted, but we’re working to restore it as
quickly as possible.”
SunRail kept playing recorded messages so it was
impossible to know if conditions had changed. During an emergency, people want
real-time updates, so it would be better to have live announcements, and to let
riders know the announcement is live. Begin it like this: “Good morning
passengers, the time is 7:10 a.m. and we now have a southbound train approaching
the Maitland station.”
You can’t communicate too much during an emergency.
SunRail also needs to do a better job keeping its
transportation partners in the loop. Lynx drivers bringing passengers to the
Sand Lake Road station had no idea SunRail service had been interrupted. There
are 2-way radios on the buses. Let the bus drivers know so they can alert their
passengers.
SunRail is an important part of the Central Florida
community. We count on SunRail to take care of us.
No comments:
Post a Comment