Text-Only Version Prepared by: TranSystems Corp. Medford, ma and: Planners Collaborative Boston, ma august 24, 2007 contents

(Editor’s note: Data in the figure is presented in the following order: Fiscal Year; Number of Trips Performed on-Time)

2005; 421,595

2006; 482,110

2007 Projected; 506,423
Figure 2.6. VTS Rider Complaints, FY2005 to FY2007

VTS Complaints

(Editor’s note: Data in the figure is presented in the following order)

Fiscal Year; Number of Complaints

2005; 817

2006; 782

2007 Projected; 715

(Editor’s note: Data in the figure is presented in the following order: Fiscal Year; Number of Trips Performed on-time)

2005; 342,833

2006; 390,773

2007 Projected; 430,916
Figure 2.8. GLSS Rider Complaints, Fiscal Year 2005 to Fiscal Year 2007

GLSS Complaints

(Editor’s note: Data in the figure is presented in the following order)

Fiscal Year; Number of Complaints

2005; 527

2006; 260

2007 Projected; 210

(Editor’s note: Data in the figure is presented in the following order: Fiscal Year; Number of Trips Performed on-time)

2005; 254,181

2006; 263,100

2007 Projected; 262,915
Figure 2.10. KTI Rider Complaints, Fiscal Year 2005 to Fiscal Year 2007

KTI Complaints

(Editor’s note: Data in the figure is presented in the following order: Fiscal Year; Number of Complaints)

2005; 416

2006;286

(Editor’s note: Data in the figure is presented in the following order: Fiscal Year; Number of Trips Performed on-Time)

2005; 190,149

2006; 206,570

2007 Projected; 219,519
Figure 2.12. JV Rider Complaints, Fiscal Year 2005 to Fiscal Year 2007

Joint Venture Complaints

(Editor’s note: Data in the figure is presented in the following order: Fiscal Year; Number of Complaints)

2005; 360

2006; 497

2007 Projected; 372

Attachment A
Inventory of Elevators in MBTA Rapid Rail, Light Rail and Silver Line Stations
Elevators at MBTA Rapid Rail, Light Rail, and Silver Line Stations

(Editor’s note: Data in the table is presented in the following order: RAIL LINE; STATION; MANUFACTURER; ID #; Year; Age. Abbreviations are used to indicate the rail lines, with “B” being the Blue Line, “G” being the Green Line, “O” being the Orange Line, “R” being the Red Line, and “S” being the Silver line)

B;AIRPORT;KONE;931;2004;1

B;AIRPORT;KONE;932;2004;1

B;AQUARIUM;MONTGOMERY;913;2004;1

B;AQUARIUM;MONTGOMERY;914;2004;1

B;AQUARIUM;MONTGOMERY;915;2004;1

B;AQUARIUM;KONE;923;2004;1

B;AQUARIUM;KONE;924;2004;1

B;AQUARIUM;KONE;925;2004;1

B;BEACHMONT;CEMCO;886;1996;9

B;BEACHMONT;CEMCO;887;1996;9

B;REVERE;CEMCO;884;1996;9

B;REVERE;CEMCO;885;1996;9

B;WOOD ISLAND;CEMCO;889;2000;5

B;WOOD ISLAND;CEMCO;890;2000;5

G;NORTH STATION;MONTGOMERY/Delta Beckwith;941;2004;1

G;NORTH STATION;MONTGOMERY;895;1997;8

G;PARK STREET;OMARON;804;1991;14

G;PARK STREET;OMARON;812;1993;12

G;PARK STREET;OMARON;823;1993;12

G;PRUDENTIAL;OTIS;917;2002;3

G;PRUDENTIAL;OTIS;920;2003;2

G;PRUDENTIAL;OTIS;921;2003;2

O;BACK BAY;MONTGOMERY;853;1987;18

O;BACK BAY;MONTGOMERY;854;1987;18

O;BACK BAY;MONTGOMERY;855;1987;18

O;BACK BAY;MONTGOMERY;856;1987;18

O;CHINATOWN;OMARON;876;1996;9

O;CHINATOWN;KONE;922;2003;2

O;COMMUNITY COLLEGE;DELTA BECKWITH;933;2004;1

O;DOWNTOWN XING;SCHINDLER;892;1998;7

O;DOWNTOWN XING;SCHINDLER;891;1997;8

O;FOREST HILLS;MONTGOMERY;841;1987;18

O;FOREST HILLS;MONTGOMERY;842;1987;18

O;FOREST HILLS;MONTGOMERY;843;1987;18

O;GREEN STREET;MONTGOMERY;844;1987;18

O;HAYMARKET;MOTION;903;2000;5

O;HAYMARKET;MOTION;904;2000;5

O;HAYMARKET;MOTION;905;2000;5

O;HAYMARKET;MOTION;906;2000;5

O;HAYMARKET;MOTION;907;2000;5

O;HAYMARKET;MOTION;908;2000;5

O;JACKSON SQUARE;MONTGOMERY;846;1987;18

O;MALDEN;DELTA BECKWITH;944;2005;0

O;MALDEN;DELTA BECKWITH;945;2005;0

O;MASS. AVE.;MONTGOMERY;852;1987;18

O;NEW ENGLAND MED.;CEMCO;857;1987;18

O;NEW ENGLAND MED.;CEMCO;858;1987;18

O;NEW ENGLAND MED.;CEMCO;859;1987;18

O;NORTH STATION;MONTGOMERY;910;2001;4

O;NORTH STATION;MONTGOMERY;911;2001;4

O;NORTH STATION;MONTGOMERY;912;2001;4

O;NORTH STATION;MONTGOMERY;909;2001;4

O;OAK GROVE;S. EASTERN;800;1987;18

O;OAK GROVE;S. EASTERN;801;1987;18

O;ROXBURY XING;MONTGOMERY;847;1987;18

O;RUGGLES;MONTGOMERY;848;1987;18

O;RUGGLES;MONTGOMERY;849;1987;18

O;RUGGLES;MONTGOMERY;850;1987;18

O;RUGGLES;MONTGOMERY;851;1987;18

O;STATE STREET;TRACTION;802;1985;20

O;STATE STREET;DOVER;803;1985;20

O;STONY BROOK;MONTGOMERY;845;1987;18

O;SULLIVAN;MITSUBISHI;840;1991;14

O;SULLIVAN;MITSUBISHI;881;1991;14

O;WELLINGTON;CEMCO;864;1991;14

O;WELLINGTON;CEMCO;865;1991;14

R;ALEWIFE;MONTGOMERY;813;1980;25

R;ALEWIFE;MONTGOMERY;814;1980;25

R;ALEWIFE;MONTGOMERY;815;1980;25

R;ANDREW;OMARON;872;1994;11

R;ANDREW;OMARON;879;1994;11

R;ANDREW;OMARON;880;1994;11

R;BRAINTREE;CEMCO;811;1989;16

R;BROADWAY;CEMCO;867;1985;20

R;BROADWAY;CEMCO;868;1985;20

R;CENTRAL;MONTGOMERY;860;1985;20

R;CENTRAL;MONTGOMERY;861;1985;20

R;DAVIS SQUARE;MONTGOMERY;816;1979;26

R;DAVIS SQUARE;MONTGOMERY;817;1979;26

R;DOWNTOWN XING;MONTGOMERY;869;1985;20

R;DOWNTOWN XING;MONTGOMERY;870;1985;20

R;HARVARD;WESTINGHOUSE;821;1979;26

R;JFK;OMARON;830;1989;16

R;JFK;OMARON;831;1989;16

R;JFK;BAXCO;809;1992;13

R;KENDALL;MONTGOMERY;863;1984;21

R;KENDALL;MONTGOMERY;866;1984;21

R;NORTH QUINCY;CEMCO;897;1998;7

R;NORTH QUINCY;CEMCO;898;1998;7

R;NORTH QUINCY;CEMCO;899;1998;7

R;NORTH QUINCY;CEMCO;900;1998;7

R;PARK STREET;MONTGOMERY;808;1987;18

R;PORTER SQUARE;WESTINGHOUSE;818;1979;26

R;PORTER SQUARE;WESTINGHOUSE;819;1979;26

R;PORTER SQUARE;WESTINGHOUSE;820;1979;26

R;QUINCY ADAMS;OMARON;805;1989;16

R;QUINCY ADAMS;OMARON;806;1989;16

R;QUINCY ADAMS;OMARON;807;1989;16

R;QUINCY CENTER;OMARON;871;1991;14

R;QUINCY CENTER;OMARON;810;1991;14

R;QUINCY CENTER;OIL LIFT;896;1997;8

R;SOUTH STATION;MONTGOMERY;901;2000;5

R;SOUTH STATION;MONTGOMERY;918;2002;3

R;SOUTH STATION;MONTGOMERY;919;2002;3

S;COURTHOUSE;MONTGOMERY;937;2004;1

S;COURTHOUSE;MONTGOMERY;938;2004;1

S;COURTHOUSE;MONTGOMERY;939;2004;1

S;COURTHOUSE;MONTGOMERY;940;2004;1

S;SOUTH STATION;MONTGOMERY;926;2003;2

S;SOUTH STATION;MONTGOMERY/Kone;927;2004;1

S;WORLD TRADE CENTER;KONE;936;2004;1

S;WORLD TRADE CENTER;KONE;934;2004;1

1. 
   Summary of Information Contained in Affidavits
   
2. 
   Summary of Input Received at Public Meetings
   

• 
  37 people noted problems with elevators not working and being out of service for long periods;
  
• 
  27 people also cited issues with the elevators being very dirty and unsanitary;
  
• 
  11 people said that signage to the elevators was poor;
  
• 
  10 people said that the information on the elevator hotline was inaccurate;
  
• 
  9 people said it was difficult to get assistance at stations when elevators were broken: that intercoms were not answered or there were no attendants at the stations;
  
• 
  9 people commented on escalators being out of service frequently.
  
• 
  8 people said there was poor information about alternatives when elevators were out – either from the station attendants or on the hotline;
  
• 
  8 people cited incidents where elevators malfunctioned while they were using them, sometimes with dangerous outcomes;
  
• 
  5 people said that the paths of travel to the elevators were out of the way and hard to find. This was a common issue for riders with vision disabilities. Several people also noted that the isolated locations of elevators made them feel unsafe.
  
• 
  3 people said the elevators did not have adequate signals indicating each levels;
  
• 
  3 people also found the control buttons in the elevators hard to locate and confusing. It was suggested that the button locations and functions be more standardized;
  
• 
  2 people who were blind said that it was difficult when paths of travel in the stations were changed and there was no notice to riders;
  
• 
  2 people said that there was no information available about elevator outages once riders are in the system;
  
• 
  2 people noted that the on-line trip planner did not provide elevator outage information;
  
• 
  2 people said lights in the elevators were often out;
  
• 
  1 person who had limited fine motor skills and found it difficult to use a cell phone to get information while traveling suggested that the elevator hotline be voice activated to facilitate easier access to information;
  
• 
  1 person found the gate and fenced-in area at the elevator at Park Street to be difficult to manage.
  

• 
  20 people commented on rude, insensitive, and unprofessional treatment by drivers and system personnel. Three others noted that most drivers were helpful but that some were rude and insensitive;
  
• 
  18 people complained about lifts that were inoperable;
  
• 
  15 people noted that they were often passed-by by drivers – many describing situations where they were fairly certain drivers were aware that they were there;
  
• 
  9 people commented that they were often not secured or were secured inadequately (drivers putting securement belts through the wheels of their wheelchairs);
  
• 
  7 people described incidents where lifts malfunctioned as they were using them – sometimes causing injury;
  
• 
  6 people said that drivers do not kneel the buses when asked. Some felt drivers were not trained properly on how and when to use the kneelers. Lack of kneeler use was noted as a particular problem on low-floor buses because the angle of the ramp is too steep if the bus is not knelt;
  
• 
  6 people also complained that drivers do not curb the buses even when there appears to be room to do so;
  
• 
  4 people indicated problems with enforcement of the priority seating policy. Three people said drivers don’t ask others to vacate the seats even when they ask for assistance. One rider with an ambulatory disability said a driver had made her move from the priority seating (not aware she might have a disability);
  
• 
  3 people said drivers did not call dispatch after telling them that lifts were inoperable;
  
• 
  While most people felt the low-floor buses were an improvement, three commented on the limited interior space which made it difficult to turn around to get into the securement areas;
  
• 
  3 people said drivers pulled away from stops before riders were seated;
  
• 
  3 people who called the Call-A-Bus phone number to make sure functioning lifts were on the runs they planned to use reported that the extra effort to notify personnel did little to ensure working lifts on those runs;
  
• 
  2 people said more benches and shelters were needed at bus stops;
  
• 
  2 people said drivers refused to assist them up the ramp of the low-floor buses;
  
• 
  2 people noted a lack of grab-handles on the trolleys;
  
• 
  2 people commented on the general upkeep and maintenance of buses;
  
• 
  2 people said they observed inaccessible buses placed on designated accessible routes;
  
• 
  2 people commented that the rides on the buses were very jerky and that drivers sometimes drove too fast;
  
• 
  1 person indicated buses with inoperable lifts were kept in service for extended periods of time (much more than 3 days);
  
• 
  1 person complained that the flip-seats on buses sometimes fell down onto her;
  
• 
  1 person who was blind commented about being left off in a dangerous traffic situation;
  
• 
  1 person commented on a long wait (4 hours) for a supervisor van to assist them after a lift had malfunctioned;
  
• 
  1 rider with an ambulatory disability said a driver refused to let her use the lift to enter a bus;
  
• 
  1 person said the stop request strips on buses were hard to reach;
  
• 
  1 person with a vision disability said drivers don’t pull up to designated stop locations, making it difficult for her to locate the buses;
  
• 
  1 person who travels with a dog guide noted an incident where a driver closed the door too soon leaving her on the street and her dog still on the bus.
  

• 
  16 people noted problems with the gaps between platforms and trains in rapid rail operations;
  
• 
  10 people said they would use the service more if more stations were accessible. Many of these comments related to lack of Green Line accessibility;
  
• 
  8 people complained that train operators closed doors on riders. 5 people had experienced these problems on the Green Line, while 3 had problems on other rapid rail lines;
  
• 
  5 people had experienced difficulties with the wayside lifts on the Green Line. They said the lifts were sometimes inoperable and that they had encountered staff that did not appear to know how to operate the lifts. At North Station, they said the station staff did not seem to know about the lifts;
  
• 
  3 people described problems with snow banks at rapid rail and light rail stations;
  
• 
  2 people said Green Line operators passed them when they were waiting on mini-high platforms even though they felt certain the operators saw them waiting;
  
• 
  2 people described problems with the gaps along tracks in the street on the Green Line;
  
• 
  2 people said they had difficulty when only one door opens on rapid rail cars;
  
• 
  1 person said signage in general needed to be improved;
  
• 
  1 person said tactile edging was needed at the edges of platforms at some stations;
  
• 
  1 person said tactile edging was needed at track crossings on the Green Line;
  
• 
  1 person said the lighting in stations was poor;
  
• 
  1 person said better entrance rails were needed on the new Green Line cars;
  
• 
  1 person said the smooth tiles being installed in some rapid rail stations were very slippery when wet;
  
• 
  1 person with a vision disability found the platforms at some Green Line stations to be very narrow and felt unsafe being so close to moving trains;
  
• 
  1 person who is blind suggested tactile pathways in rapid raid stations;
  

• 
  1 person noted problems with platform gaps on the commuter rail service;
  
• 
  1 person said it was difficult to find the correct cars to board at North Station to then have access to platforms at outlying stations;
  
• 
  1 person said the long distances to mini-high platforms at commuter rail stations made it difficult to use the service.
  

• 
  5 people said on-board stop announcements on rapid rail trains was inconsistent;
  
• 
  4 people said stop announcements on buses were inconsistent;
  
• 
  2 people said the volume of the rapid rail announcements was too low for them to be audible;
  
• 
  2 people noted that announcements on rapid rail trains needed to indicate which side of the car the exit to get to elevators at certain stations;
  
• 
  2 people noted a lack of in-station platform announcements in rapid rail stations;
  
• 
  1 person said drivers were not using the PA systems to make announcements on buses;
  
• 
  1 person said on-board stop announcements on commuter rail trains were inconsistent;
  
• 
  1 person noted a lack of external announcements at bus stops.
  

• 
  5 people indicated no responses or inadequate responses to complaints they had filed;
  
• 
  2 people said their wheelchairs had been seriously damaged and that they had experienced difficulty working with legal department staff to receive reimbursement for the damage;
  
• 
  1 person said more system maps were needed: they were not available when requested;
  
• 
  1 person said the new Charlie Card system was difficult for blind travelers to use. It was hard to know where to insert the cards.
  
• 
  1 person was concerned that the new automated fare system would result in fewer station personnel, which would mean fewer people at stations to assist travelers with disabilities;
  

• 
  11 people commented on elevators being out of service and certain elevators being out of service for long periods of time;
  
• 
  5 people commented on escalators often being out of service. A couple people also suggested that repairs should be made at off-hours;
  
• 
  2 people noted that the intercoms at elevators are linked to the MBTA police, which is not appropriate since they are typically only looking for basic assistance from station personnel;
  
• 
  1 person noted that elevators are dirty and have strong and offensive odors;
  
• 
  1 person said that elevator outage information on the hotline was inaccurate;
  
• 
  1 person said signage directing people to elevators was poor;
  
• 
  1 person indicated that elevator reliability had improved in recent months.
  

• 
  6 people commented on rude, insensitive and unprofessional treatment by drivers;
  
• 
  5 people noted that bus stop signs are often missing at stops, which makes it hard to know where to wait;
  
• 
  5 people said that drivers don’t pull buses to the curb even when there seems to be space to do so;
  
• 
  4 people commented that lifts on buses are often not working;
  
• 
  4 people also noted that cars often are blocking bus stops which makes it impossible for drivers to pull to the curb;
  
• 
  4 people said some drivers don’t kneel buses when requested and that other drivers seem reluctant to use the kneelers;
  
• 
  4 people commented on bus schedules being “uncoordinated” and not facilitating timely transfers;
  
• 
  4 people said that they find it difficult to use buses because they cannot get to the door to exit when there are a lot of other riders. One person noted baby strollers blocking the aisles as a particular problem;
  
• 
  3 people with vision disabilities said that locating bus stops is a significant problem. The idea of a unique material that can be attached to bus stop poles at a standardized height to help people find bus stops was suggested;
  
• 
  3 people commented on the LED signs on buses and said they were not easy to read. One person said they were too far forward on the sides of the buses and would prefer to see them more toward the middle of the bus;
  
• 
  2 people said that bus drivers are very helpful and courteous;
  
• 
  2 people said that drivers pull away before they are seated;
  
• 
  2 people commented on the need for more fixed route service and for bus stops at more places;
  
• 
  1 person indicated a need for more benches and shelters at fixed route bus stops;
  
• 
  1 person noted that wheelchair securement systems are sometimes broken and that flip-seats sometimes don’t work;
  
• 
  1 person comments on problems with snow removal at bus stops;
  
• 
  1 person said that better on-board hand-holds are needed on the new low-floor buses;
  
• 
  1 person said they find it difficult to reach and use the stop request strips on buses;
  
• 
  1 person said that the outer edges of ramps on the new low-floor buses are not detectable by persons who are blind;
  
• 
  1 person said that bus drivers pass-by riders who use wheelchairs and are waiting at stops;
  
• 
  1 person indicated that drivers do not properly secure riders who use wheelchairs;
  
• 
  1 person said that buses needed to pull into certain rapid rail and commuter rail stations. Wonderland and the Swampscott commuter rail stations were noted in particular;
  
• 
  1 person said bus drivers drive too fast making it hard for them to maintain their balance;
  
• 
  1 person indicated that the new low-floor buses were much easier to use;
  
• 
  1 person cited safety and security on buses as an issue and suggested that surveillance cameras on buses;
  
• 
  1 person complained about the condition of the buses on routes served by the Albany Street garage and said that garage seems to get the oldest vehicles;