MBTA Responds

To follow up on yesterday’s MBTA philippic, I received a response from the T’s customer service regarding my complaints. Although it doesn’t give me hope that things will improve, it’s nice that they have at least hired someone to write personalized, polished replies. At least they can do that right:

Dear Mr. Kessel,

Thank you for your email concerning service on the Needham Line.

The past couple of months have been difficult for our passengers, and I want you to know we are very sorry for the inconveniences this has been causing. The causes of these delays have ranged from signal and mechanical issues to long stops boarding passengers at stations, and even track work on other lines.

I know that it may seem odd that trains on other lines can impact your trains, but I assure you that is true. The Franklin, Needham, Providence, and Stoughton lines, as well as Amtrak all share the rail between Hyde Park and Boston. All it takes is one delayed train in this area to cause a cascading effect that delays other lines. There’s also the fact that trains may come in from one line to go out as another. For example, a train on the Worcester Line comes to Boston, and either the train set, or the crew (sometimes both) head out as an outbound Needham train. If the inbound is late from Worcester, then the outbound Needham will be late, which also means that its “turn,” the next inbound, will be delayed.

In response to your comment about the doors not all being opened, even with a full compliment of conductors, crews are not able to staff every door, and especially at ground level stations we want to ensure that all customers are able to board and detrain safely. This is why conductors do not open all doors to the train.

I contacted our Mechanical Department, asking that the PA system on train 625 be checked out to make sure everything is working properly.

Please know that delays in service are not something that we take lightly, and all departments are committed to working together to ensure that our customers receive timely, safe, and reliable service.

Once again, I am sorry for the inconvenience this has caused you. Thank you for writing.


Linda Dillon
MBCR Customer Service Manager

Hilarious Geek Comic of the Day

Via Steve:

Why didn’t I think of that for my kid?