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January 31, 2011

Bus, Metro riders' top gripe is on-time performance

Lateness was the No. 1 concern of riders on the Maryland Transit Administration's local bus system and Metro subway -- whether they were satisfied with the service or not --  according to a survey conducted by the Central Maryland Transportation Alliance.

The group's interim  report on the first three months of its "Rate Your Ride" survey found that Metro customers are significantly more pleased with their service than bus riders. On a scale in which a 1 indicated excellence and a 4 "major problems," riders rated the Metro 2.0 and the bus service 2.8.

The alliance received more than 4,000 responses to its survey via its web page and text messages. While  it sought responses from riders of all the MTA's  services, the group said it did not have enough responses from riders of MARC commuter trains, the light rail system and Mobility cabs and vans to include them in their results in the interim report.

The survey found that 87 percent of Metro riders use the system, which runs from Owings  Mills to Johns Hopkins Hospital, to go to and from work, while the reasons for using the bus system are much more varied.

When asked to rate the reasons for their ratings of  the  system, bus riders overwhelmingly pointed to on-time performance as their chief concern whether they gave the MTA high ratings or low. Subway riders who were happy with the system cited on-time performance  at roughly five times the rate of those who were dissatisfied. Unhappy bus riders were twice as likely to point to on-time performance as a concern than the satisfied ones.

Other top concerns of the dissatisfied bus riders were rude drivers, skipped stops and a general  feeling of discomfort. Among satisfied riders, however, the second-leading reason given for the high rating was friendly drivers. The number of riders praising the friendly drivers outnumbered those complaining about their rude counterparts  by 241 to 172.

The survey also sought to identify the bus routes with the most and fewest problems, as rated by all riders and by city public school systems. The highest-rated routes among all riders were 310. 120 and 411 -- express lines from the outer suburbs. Students gave their  highest  ratings to Routes, 33, 22, 64, 35, 91, 51 and 54.

The worst-rated bus routes among all riders were Nos. 77, 55, 15 and 27.  Students gave their lowest marks to Routes 27, 36, 21, 15, 5, 19, 8 and 40.

Michelle L. Whelley, president of the transportation alliance, said her group will work with the MTA and the Citizens Planning and Housing Association to identify remedies for the problems of the most troubled routes. She said the alliance's survey responses have already prompted the MTA to take corrective measures on Route 77.

Whelley said the survey will continue through May and that the group will produce a final report in June. She said efforts are being made to increase the sample of users of other MTA services.

Posted by Michael Dresser at 12:01 AM | | Comments (13)
        

Comments

Hey MTA, how about checking into the drivers on the #7 route between Mondawmin and Canton. Seems a lot don't bother going the entire routes. Many times we have waited and waited for the # 7 and it doesn't show, even though we see it going the opposite direction. If the drivers don't feel like working, there are plenty of us out there who would gladly take the jobs.

The easiest way to improve on-time bus performance is simple: fix the timing of the traffic signals. Baltimore used to have well timed traffic signals along major streets - which typically are also bus routes. Today the timing on most streets is pathetic, almost as if the timing is intentionally designed to inhibit traffic flow. A fifth grader could design better signal timing. Fix the timing and fix the problem.
Question: How do you know when a traffic signal in Baltimore is about to turn green?

Answer: The signal at the next intersection just turned red.

To Mitch:
Actually the Baltimore traffic timing was optimized back in the early '60s if I remember correctly, by a very gifted fellow whose name now escapes me. Since then, it's just drifted further and further out of whack. It's proved to be impossible for the city to actually set up traffic-flow corridors, even though I'm sure they have tried. As a side-note, I suspect you haven't lived here long - the correct answer to your question is that you know the light is about to turn green when the pedestrians who have been chatting on the corner decide to start sauntering across the street in front of you. It's an old Baltimore tradition which I suspect dates back to the earliest tribal inhabitants of the area, who were presumably noted for delaying war parties and seasonal migrations by deciding, just as the group was about to get underway, to block the path in front of them.

Maryland public transportation is horrible!

1. It makes no sense if you leave your house early to catch an early bus and end up getting to your destination at the same time you would have had you not caught the early bus.

2. If I spend $64.00 a month on a bus pass I expect to swipe it. I don't like when bus drivers just say, 'go head'.

3. Some male bus drivers need to focus on their job. I don't appreciate getting on the bus and having a male driver stare me down.

4. Does the state not have cleaning crews to clean up the buses after they are turned in for the day?

5. CAN SOMEONE AT THE MTA PLEASE CHANGE THE TIMETABLE FOR THE #77? WOULDN'T IT BE EASIER IF THAT BUS CAME EVERY 15 MINUTES INSTEAD OF 30? THAT BUS IS ALWAYS LATE AND WITH IT COMING EVERY 30 MINUTES IT'S ALWAYS CROWDED!

6. Why is it that during certain times of the day the #44 only goes to Rogers Station? It makes no sense to ride the #44 to Rogers station and then have to get off and wait for another #44!

7. Why is it that a later scheduled #40 will arrive 15-20 minutes before it's scheduled time while the one that should have arrived 10-15 minutes before comes after? I don't appreciate having to sit on the bus for 15-20 minutes while the one that is 10-20 minutes late shows up and pulls off without stopping.

I would like to know who the genius is that set the schedule for the southbound light rail that always stops around 9:00 AM at North Ave. and makes everyone wait while they consolidate the riders from 2 or 3 trains. Couldn't they do that after 10:00 AM when the majority of work-bound traffic has presumably slowed down? And what is with all of my fellow passengers who seem to think I'd love to listen to all their cellphone conversations, from the mundane to the offensive? So rude.

Drivers are so rude. If you don't want to deal with the public find another job.

You all might be interested in this blog: http://www.baltimorebybus.com/

The woman who runs the blog has some good insites and contacts at the MTA.

Hey guys we are doing they best job that we can out here. All of us are not rude and disrespectful. Please remember that accidents, weather, traffic congestion, road construction, detours, and bus breakdowns all contribute to on time performance. Many passengers could use a lesson or two in manners and respect as well. One way the public can help us to better maintain our schedules is to have your money and passes ready when you board the bus and not digging in your pockets and purses and talking on a cell phone at the same time!

Nothing is worse than waiting 20 minutes+ for a bus only to have it roll on by without stopping. Even more frustrating is when they stop and let 3 people off but won't let more on. The #10 line is completely unreliable in the morning and only for the truly desperate.

My solution is to challenge any one of those higher uppers in MTA to ride the bus (specifically the 15) for a few days. They will then see how it feels to wait 40-60mins for a bus, or for multiple buses to skip the stops. The bus is inefficient.

Turn your car in and pick up a bus pass. I think that will get them to think of solutions...people aren't motivated until it is them in the situation.

Oh now really folks, come on now. Any survery that would rank the MTA bus service at 2.8 has to be delusional! I ride the No. 11 bus from my house to Penn Station and back every day and I can tell you it is not a walk in the park. Not only are some of the bus drivers rude but they seem to go out of their way to make things as inconvenient as they possilby can without getting fired. It's useless to complain becasue I am still waiting for a response to a complaint I made in early December regarding the bus being early. Sometimes on the bus going home the buses are in horrible shape with trash and sticky floors. Also people routinley eat food when there are signs prohibiting that and the bus driver is oblivious. I have also noticed that in the 20 or so years that I have been riding the MTA buses things never seem to change even though the administration seems to change with the season. This is shameful for a city the size of Baltimore to have such lousy public transportation and I know that this will never improve because the people who could turn things around are not the ones that ride the MTA and I can't see that ever changing.

Stop Complaining, and buy a car then you will be in control of your own transportation.

Its time for the MTA to treat their schedules like their riders jobs are at stake... because they are!!!

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About Michael Dresser
Michael Dresser has been an editor, reporter and columnist with The Sun longer than Baltimore's had a subway. He's covered retailing, telecommunications, state politics and wine. Since 2004, he's been The Sun's transportation writer. He lives in Ellicott City with his wife and travel companion, Cindy.

His Getting There column appears on Mondays. Mike's blog will be a forum for all who are interested in highways, transit and other transportation issues affecting Baltimore, Maryland and the region.
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