I arrived at the corner of Paca and Saratoga Streets at 8:40 a.m. with the intention of catching the No. 40 "Quick" bus that was due to arrive at 8:51. 
 
It did not show up.
 
Nor did the one that was due at 9:03.
 
Nor did the one that was due at 9:15.
 
I called the MTA's 800 number and was connected with a very nice woman who said that she was showing no problems with the No. 40 line and that the service was running on time.  When a bus finally arrived at 9:27, she asked me to read the bus number to her, and she confirmed that it was the one that was due at 9:27.  So even though the three prior buses were mysteriously nowhere to be found (perhaps there is some sort of Bermuda Triangle phenomenon somewhere along Fayette Street?), things were still, according to the MTA, on time, hunky dory, ship-shape, running smoothly.
 
The call center representative did apologize profusely for my troubles and promised that I would get a call back with an explanation.  Since I haven't received one yet, I am writing this letter.
 
Anyway, I arrived at work at 10, a full half-hour late.  My boss wasn't pleased, and I was not either because I had to use a half-hour of my vacation time to compensate for the lateness. 
 
I logged into my computer and checked the MTA website.  The status of the local buses?  "Service on Schedule."
 
Tell that to my boss. 
 
The fact that the MTA does not count buses that are cut from service in their on-time statistics is nothing short of creative math to make themselves look better.  This customer is fed up with it.

This sounds like a legitimate gripe to me. What counts is not whether the bus is late in the MTA's terms but whether the customer encounters a bus that doesn't  show up on time.  A bus that breaks down is by any real world a late bus for every passenger who ends up cooling their heels at a stop as a result.

MTA, the ball's in your court. Any reply?