Yesterday, I had to take LA Metro from El Segundo (El Segundo Green Line Station) to the Pantages (Hollywood/Vine Red Line Station) for a rescheduled show. I’ve done this many times with no problems. I’m a long time Metro support, following all you do for my highway pages, as well as being a participant in the Metro Vanpool Program. But this time, there was a customer service problem. Below is the message I wrote to LA Metro this morning about it:
I had tickets at the Pantages theatre last night, so after taking the van to work, I planned to take Metro (Green to Blue Line Shuttle to Blue to Red) to the Pantages. All was good until we hit the Grand/LATTC stop… where we stopped. We were told to get off the train due to a mechanical problem ahead, and the train was going to go back the other direction. This left those of us completely unsure how to continue our journey.
I’m 59, out of shape, dealing with a poor back. I ended up having to walk to the 7th and Flower station to get the Red Line, where (due to the distance) I got to pay for the privilege as continuing on the red line wasn’t seen as a transfer. I made it, and got my walk for the day (unintended), but was exhausted all evening.
But what about all of those riding Metro who couldn’t walk that distance? Those who didn’t know the city or where to go? What about those that couldn’t afford to pay that extra $1.75?
Trains and stations have problems — I understand and recognize this. It is how we respond to those problems that matters, and this is poor customer service. When a train breaks down, there needs to be clear and repeated customer service and communication, a bus needs to be provided to get the passengers on the train speedily to their next destination, and the driver must take the lead on doing this (instead of walking off to take the train in the other direction). If we fail to do this, what does it say about Los Angeles? What does it say about Metro customer service?