SunRail needs to stop blowing smoke when it comes to
improving the passenger experience for its most loyal riders.
During the past 2 weeks we’ve attended meetings where we’ve
heard frustrated riders complain about 2 major topics:
1. Several
morning and evening rush-hour trains are packed – many people are left standing.
Unlike subway cars – SunRail trains are not equipped with hand holds for
standing passengers.
Riders want a 3rd passenger car added to those
packed trains.
2. Passengers
continue to have problems with their reloadable SunRail SunCards that they use
to pay their fares. Due to these problems, some passengers have been
“hotlisted.” That means the fare system shows that their pre-paid fare accounts
have been overdrawn. Some riders have been kicked off trains because of this
problem.
Yet SunRail has turned these issues around to somehow be the
fault of riders.
On the crowded train issue, the
SunRail managers say they’ll monitor the situation, but blame some riders who put their bags or feet on seats displacing fellow passengers.
OK, some of that does go on. But we’ve been on trains when
dozens of people are standing – many more than the space occupied by seat hogs.
SunRail used to run a couple of rush-hour trains with a 3rd
passenger. But then it stopped. At the time they said some passenger cars were
temporarily taken out of service for maintenance.
OK that makes sense. They promised the 3rd cars
would be returned to those rush-hour trains. That was more than a year ago, and
the problem continues as SunRail ridership has gotten better than ever.
Privately SunRail insiders say the problem is SunRail does
not have enough rolling stock – passenger coaches. If that’s the case, admit it
but don’t keep stringing passengers along.
Adding a third car to a couple of trains is probably an
operational hassle, but passengers deserve better. No one wants to start or end
the day standing and swaying in a sardine can.
On the reloadable SunCard problem,
riders are fed up.
SunRail says if you have a problem with your SunCard (the
plastic card, not the daily paper ticket) to call customer service so they can
“investigate.”
The problem is that sometimes when people tap in with the
validator device on the station platform, the validator doesn’t indicate there
is a problem. If the validator doesn’t show you tapping off it will charge the
rider to the furthest destination on the direction they’re traveling. (Say you
were headed northbound to Winter Park it will charge your account as though you
rode to DeBary.) Then the next thing you know the next time you try to tap on
your account is overdrawn and your card is “hotlisted” – and you can’t use it.
It can take several days to investigate because they need
to figure out which platform validator you’re using and if there’s something
wrong with the device. Sounds like a hassle, but riders should not be
penalized. All conductors need to show some restraint and grace.
To make matters worse SunRail is urging all regular riders
to get a plastic SunCard.
Why encourage everybody to get a SunCard when you know the
system is flawed?
Several said they used to have SunCards, but they stopped
using them because of the problems. What a train wreck!
While we’re at it, the SunRail fare system has been jacked
up since the beginning of revenue service in 2014. It’s been a mixture of
problems with the ticket-vending machines to “hotlisting” SunCards.
And while we’re at it, SunRail never followed through on
one of its original selling points. SunRail said if you used the train you
could get a free transfer to the Lynx bus.
That only works however, if you are using a daily, paper
ticket you buy from the vending machines. SunCard users can’t take advantage of
that perk.
Seems upside down to us, shouldn’t your most loyal riders –
SunCard users – have that benefit?
These issues should have been resolved long ago.
Don’t get “hotlisted”! See you on The Rail.
