Our Chat With Muni, Part 3: ‘We need to do a better job of communicating’
Ever feel stuck in the dark with Muni? Like, somehow the problem your bus or LRV has encountered pales in comparison to a lack of knowledge of what’s wrong, when it will be fixed, and what your alternatives are? For the third part of our conversation with SFMTA spokesperson Judson True, he and Tara talk about the system’s communication shortcomings, and the frustrations facing the agency, its personnel, and we, the riding public. (This and all posts in this weeklong series are cross-posted at SF Appeal.)
Muni Diaries: There was another reader who had some suggestions to improve the rider experience: In the tunnel, if a train is stuck. One of his main wish-list items was that the operator provide information clearly and quickly as to when there’s a delay and when it’s expected to be resolved. I think part of the problem is that a lot of us feel left in the dark, like, “Oh, we’re going to be here X amount of time. I’m not sure why or when. Hold tight.” What are drivers supposed to do in that case? How do we get that information, and are drivers already told to be giving us this information?
Judson True: Yes. Whenever one of our light-rail vehicles is stopped under Market Street, our operators should be asking people to remain patient, and they’ll update them with information as soon as they have it. Our Central Control staff can make announcements directly. I’ve made them myself. That should happen once there’s about a 3-minute wait. And then every two to three minutes thereafter.