By Robert Gillis
Published in the Boston City Paper 8/2007

“During the dog days of last summer, Commuter Rail riders were boiling mad. Trains broke down, rail cars were crowded and the air conditioning was regularly failing. It got so bad, the general of the Massachusetts Bay Commuter Railroad, which operates the system, resigned. The number of "hot coaches," according to service statistics, has been cut dramatically this summer. But riders on some lines said overcrowding is still a problem. ”

--“A year later on the rails: No sweat, but riders still cramped on some lines" by Galen Moore, BostonNow 7/31/07

Well, here it is, six months after my last complaints about the MBTA commuter rail. Since January I’ve filed, I believe, five “On Time Guarantee refunds” and I’ve received exactly one.

One.

Monday 7/31 the 7:30 train out of Sharon arrived at 8:10, so crowded that no one could board the train—although many still managed to squeeze into the sardine can anyway. The 8:16 arrived around 8:45 or so, a single level train, not a double, so most of us stood for the extra slow ride to Boston. Apparently the passing storms had knocked out the signals and the conductor had to go extra slow in case there were any tree branches (or trains) ahead of us. I understand the need for caution but 45 minutes delayed? Because of RAIN?

Monday night I boarded the 5:40 Providence to home, in one of the “No AC” cars. Yep, despite what the T says about the number of air conditioning failures decreasing, I assure you there was no AC in my car last night.

South Station, Monday August 6 – I have a “Charlie Card” with $3.00 in value. I insert it into the kiosk and try to add some money. The machine ignores ALL my credit cards and cash and then says “Transaction canceled.” Do you think the machine returned my $3.00 Charlie Card? It didn’t. I was so frustrated I decided not to pursue it. Then a group of tourists asked for my help to use the Charlie system. This time I was successful and was able to walk them through getting their tickets. “[The Charlie system] is very confusing,” they told me. “We could never have done it without you.”

What can we do?

Nothing, really, it’s not like we can boycott the T (DRIVE into Boston, are you kidding?) and refusing to pay your fare can get you arrested.

But—we CAN complain. And I encourage you to do so. If you’re frustrated with the MBTA, let people know. Write a letter to the editor of the Globe, Herald, Boston City Paper or your local newspaper. Call the T to complain. File for your refund request (http://www.mbta.com/customer_support/on_time_service_guarantee/) every single time you are delayed.

But please, don’t yell at the people who collect fares and tickets. It’s not their fault and they don’t deserve to be yelled at by you. Vent your frustration where it will do some good – A call or letter to the MBTA, a letter to the editor. Maybe call the TV stations.

The T advises us, “If you see something, say something.” That should go for bad service as well. Say something!

---

Going forward, I’m going to note each instance of a refund request, and I will update this post if I ever receive the refund.

7/30/2007 Refund Request Sent -- Response: Received refund 9/19
7/31/2007 Refund Request Sent -- Response: Received refund 11/27
8/8/2007 Refund Request Sent -- Response: Received refund 1/12/2008
8/16/2007 Refund Request Sent -- Response: Received refund 1/12/2008
10/2/2007 Refund Request Sent -- Response: Received refund 1/12/2008
11/9/2007 Refund Request Sent -- Response: Received refund 1/12/2008
11/2?/2007 Refund Request Sent -- Response: Received refund 1/30/2008
12/13/2007 Refund Request Sent -- Response: Received refund 2/20/2008