An Unusually Detailed And Frank Apology From SEPTA

[fairviewroad]

http://www.septa.org/service/2013-11-04-disabled-train.html

Sounds as though some folks on a Newark DE bound regional rail train were stuck just north of Wilmington for about 4 hours on Friday evening. SEPTA issued a public apology, which is notable in and of itself...but this apology (while diverting some of the blame to Amtrak) is remarkable in its level of detail and candor.

My favorite line:

We were sending service news out on our Wilmington/Newark Line Twitter feed, and announcements were being made at stations. On one hand we know that you want to be kept informed when something happens to service on the other hand getting this information when you're stuck on the affected train is probably more like poking the bear than calming nerves.

:help:

 

[SarahZ]

They would be wrong. I want info. No info = angry bear.

 

[trainman74]

Metra has long had good "apology notices" when necessary -- here's a recent example.

 

[Acela150]

Septa has issued apologies in the past for things like this. But at least they offer an apology, Amtrak just says... "Sorry for any convenience"

 

[NW cannonball]

The cited "apologies" aint just apologies. The links provided by trainman74 and the OP fairviewroad show clearly that being honest about the problem and giving technical details and understanding the riders needs - goes a long way. Builds trust - yeah - honesty builds trust. Imagine.

For some transit authorities, even admitting that there was a delay -- they couldn't do it. Admit a problem. Name no names.

What every commuter hates, is - delayed an hour or two, no explanation, and a transit authority that feels no need to explain. Might apply to some national railroads also. Name no names.

So -- hats off to transit agencies that are honest about delays - there are too few of them.