Bostonians voiced concerns over Massachusetts Bay Transportation Authority’s bus system and other issues they have with public transportation at an open forum on Thursday.
As part of the MBTA’s continuing efforts to improve customer service, General Manager Richard Davey met with MBTA customers at Downtown Crossing to hear their concerns and answer any questions they had about the T.
About 12 MBTA customers attended the forum, the first of which was conducted last April. The forums, known as “Join the GM Sessions,” have been held every two to four weeks since.
“Join the GM Sessions” are a chance for customers and MBTA officials to get together and see what needs be done to improve the service, said Laura Brelsford, an MBTA spokeswoman.
“It’s a great opportunity to find out from the customers what’s going on, what we need to be doing a better job at,” Brelsford said.
The sessions are also important because there is a good chance that not every frustrated T user voices their concern over the phone or through MBTA’s website, Brelsford said.
“I think not everybody calls into the customer communications department with either feedback or complaints, so this is a great chance to catch customers out here using the system,” Brelsford said.
Some of the most frequent complaints the MBTA receives concern buses, Brelsford said.
“We hear a lot about buses bunching up, people waiting a long time for a bus,” she said.
Many Bostonians came to the forum with concerns about the MBTA’s bus service.
“[I came] to voice my opinion,” said John Predgo, a resident of Everett. “I am not happy with the way the T has been running. We seem to be paying a lot for lousy service.”
Predgo said he noticed certain buses running more frequently than others.
“I see a lot more buses that take the 116 or 117 route…they seem to run a lot more frequently than the 110,” he said. “The 110 they always tell me there’s a lot of heavy traffic. There’s hardly any traffic…where’s the 110?”
A disgruntled fruit vendor, Said Bennani, attended the forum in order to voice his frustration.
Vendors, promoters and musical performers are allowed to occupy a designated space within T stations if their applications are accepted by the MBTA, according to the MBTA’s website.
Bennani, whose application for a space in Downtown Cross had been approved, said MBTA officials wrongfully terminated his business.
“The MBTA lawyer terminated my business for no reason,” said Bennani, as he held up his termination papers for Davey to see. “I lost my home in Newton, everything, everything I lost.”
The MBTA’s Manager of Passenger, Vehicle and Roadway Safety, Richard DeStefano, was behind his “wrongful” termination, Bennani said.
“Richard DeStefano is a criminal! Richard DeStefano destroyed my business…he’s responsible!” Bennani said.
“This doesn’t usually happen,” Brelsford said.
Daley said Bennani’s situation was unfortunate and that the MBTA would look into his claim.
Aside from being an outlet for frustrated customers, each “Join the GM Session” is an opportunity for T users to get their questions answered, Davey said.
“[It’s] an opportunity to get our Senior Management out…to answer questions for customers…seeing if we can be responsive to them,” he said.
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