"How To Complain About The Trains"

All that is necessary for the success of evil is that good men do nothing.

Now, this is no way to imply that the folks who run Metro-North are in any way evil. For the most party, I think they do an admirable job running our trains, given the decrepit equipment allocated them by the state. But when things do go wrong, if human error is at fault, it’s important that you complain. Otherwise, bad service is perpetuated.

Each week I get dozens of such complaints by phone and e-mail. Folks must think I’m the Michael Clayton of the commuting world… “the fixer”. Far from it, though I usually know where to send the aggrieved party for real help.

Here are six simple rules to follow to get your complaint heard:

RULE #1: Be sure you have all the facts. To fix a problem you need the date, time, location and name of employees involved (or a good description if they refuse to show you their badge). Gather the names and contact info from other eye-witnesses to corroborate your story.

RULE #2: Be sure to complain to the right party. If it’s a problem involving station parking, you probably have to talk to Town Hall. Same with the stations. But if it’s something that happened on the trains, take it to Metro-North.

RULE #3: Use the www.mta.info website complaint form to officially file your complaint. (Look under FAQ / Contact Us, then E-Mail). Fill out the template and print or make a copy for yourself.

RULE #4: Be patient. You will get a response. The folks in Customer Service have a truly thankless job, but they do it well. Your complaint can bring about real change including disciplinary hearings, changes in schedules and even refunds.

RULE #5: Be ready to follow-through. If a hearing is scheduled and you can’t or won’t appear, you’ve wasted everyone’s time. If the written response you get from Customer Service seems unresponsive or patronizing, fire back!

RULE #6: If all else fails, turn to the Commuter Council. Our job is to be your advocate. By raising an issue at our meetings, the potential media coverage alone often prompts the agencies to action.

Mind you, some complaints we get seem misplaced.

Like the rider last week who “complained” to me about new Naugahyde seats recently installed in an old rail-car. She thought this was a cosmetic tweak to lousy service and a warning sign that the new M8 cars would be delayed. Both her fears proved wrong.

Or my favorite complaint ever was from a woman who screamed at me on the phone that the railroad wouldn’t reimburse her. Seems that she had caught the last, late-night train from 125th Street to New Rochelle, but had mistakenly boarded the express that ran non-stop to Stamford… a unfortunately common occurrence which should be solved by better signage and PA announcements. (The local and express are only minutes apart).

So I assumed that, on arriving at Stamford, she had caught a cab back to New Rochelle and was asking the railroad to reimburse her for cab fare… a plausible and perhaps reasonable request given that she’d missed the last southbound local.

No, she said, when she got to Stamford she decided she was so far from home (in fact, just 16 miles) that she walked across the street and checked into a hotel for the night and wanted the railroad to pay for her $200 hotel room.

See what I mean when I say working in Customer Service is a thankless job?

The New Haven Rail Yard Budget Mess

Once again, our elected officials in Hartford have outdone themselves. At a time when mass transit seems the only alternative to high gas prices (ridership is soaring and trains are jammed), they are nickel and dime’ing our state’s transportation future.



The issue: the over-due rail yard maintenance facility in New Haven.



In 2005, lawmakers approved $300 million for these vital shops and repair facilities for our soon-to-be-delivered M8 rail cars. Now, everyone in Hartford seems shocked, stunned or amazed that the project has grown to $1.2 billion.



Mind you… the cost quadrupled partly because the project more than doubled in size, so let’s keep our apples and oranges straight.



At recent hearings, legislators have suggested that CDOT slash its plan, and indeed, the agency itself came up with $11 million in cost cuts. “That’s no more than a ‘rounding error’”, grumbled one lame-duck Senator.



At first, Governor Rell denied that she knew anything of these rising costs, sending her stalwart budget czar, Robert Genuario to fall on his sword by admitting that he had been told about the cost increase but neglected to tell the Governor. Good solider, bad boy.



Then a newspaper FOI suit found out that the Governor’s Chief of Staff, Lisa Moody (remember her… disciplined for soliciting campaign donations for Rell from state workers on ‘company time’?) knew about the price increase all along. And a CT-N videotape of a ribbon-cutting (which I personally attended), showed the Governor 10 feet away from CDOT officials when the media asked, and the agency disclosed, hard numbers about the necessary cost increases. Somebody wasn’t paying attention.

So, what is the Governor’s answer to the soaring cost increase? Why, hire more consultants and spend more money, of course! That’s right… Governor Rell wants to pay $630,000 for another audit of the CDOT plan.



Mind you, CDOT itself just finished paying other consultants to “value engineer” their design, and they’re the ones who found only $11 million in potential cuts.

What’s going on here? Who’s to blame? Or is this just “business as usual in Hartford”?



In my view… Let’s not blame CDOT for designing the kind of rail facility we really do need. Instead, blame our elected officials for not having designed and built it a decade or two ago when we should have and could have done so for much less.

Playing catch-up in the expensive transportation business is, well, expensive.

Lawmakers were shocked to hear that the MBTA built a similar locomotive shop for $258 million. But that was in the 1990’s when Hartford was ignoring transportation under the Rowland administration. Rome was burning and we all danced a jig to Rowland’s fiddling with taxes.



More recently, George Bush’s $3 trillion war in Iraq is also costing us dearly. The US dollar has plummeted in value, oil is soaring and construction materials are doing likewise because of Pentagon demand.



Engineers told lawmakers they now must factor in 10% annual inflation, not 3% as in years past. And because the New Haven rail yard project continues to 2017, well, you do the math.



I have seen the CDOT plans for the New Haven shops and, while neither our lawmakers nor I am engineers, they seem to make sense to me. We need these facilities! They are not a Lexus… just a Chevy as outside consultants have confirmed.



CDOT was wrong to low-ball the costs at $300 million without having finished the necessary design work. And maybe $1.2 billion is a bit high. But CDOT has explained the added costs and the longer we dicker, or waste more money on more consultants (the only people making money on transportation these days), the higher the cost will ultimately be.



We should have made these investments in transportation decades ago. Now we are paying the price. Let’s not compound these problems with further delays and political posturing. Get on with it!

"Flying This Summer?"

My last column (“Doomsday: What Happens When Gas Hits $10 a Gallon”) seems to have struck a chord. Many of you said I was unduly pessimistic, while a few said “right on… we’re screwed”.

Little did I know that many of my worst fears were already coming true. Take air travel, for example.

I remember the good old days of flying when passengers would get dressed up for the adventure. Flights were roomy and the service was extravagant… not pretzels and soda, but filet and champagne. Getting there really was half the fun! Going “on the road” was almost enjoyable.

But no more. Now, even getting to the airport can be a challenge.

Most major cities in the civilized world have rail service to their airports, but not New York. That AirTrain to JFK is fun, if you can reach its northern terminus by subway or LIRR. But for those of us in Connecticut, the price of car service to Newark or JFK can be higher than the airfare to our destination… though not for long.

And when you arrive at the terminal, the fun really begins. Long lines to check bags (soon to be even longer!) and longer lines to go through security. And does anybody really think the TSA is keeping us safe? Not me!

First, no liquids. Now, three ounces or less. Then, no lighters. Now lighters are allowed again. And don’t you love the TSA agents barking at you as you strip down, almost to your skivvies, just to clear the metal detectors?

True, the TSA is experimenting with a Zen-like security area at BWI airport, complete with mood lighting and soft-music. I doubt that will help as you still have to take off your belt and shoes.

Then, there’s the airlines’ new policy of charging for even the first checked bag. That will doubtless mean more hassles on boarding as the cheapskates demand space for their two carry-on’s. And that will probably mean departure delays as airlines mismanage the turn-around times for in-coming aircraft.

Let’s face facts: Most airlines won’t survive the energy crunch. We’ve already lost Aloha, ATA, Skybus, Silverjet Maxjet and Eos, to name a few. Frontier has filed chapter eleven and US Air, American, United and Continental are rumored to be in trouble.

The merger of Delta and Northwest will just create one terrible airline out of two bad ones.

Most carriers still flying are already cutting back on capacity, grounding less fuel-efficient aircraft and laying off staff. That will mean fewer flights, each more crowded and expensive

So look for fewer scheduling options, more over-booking and a bidding war at the departure gate as airlines bid for who’s willing to take a later flight… if there’s room.

The good news is that fewer flights might mean less delays in air traffic control, but it still seems that a drop of rain in the NYC area translates into departure delays nationwide.

Then there are the fares. The big carriers have already gone through six rounds of fuel surcharge increases this year, but the best (or worst) is yet to come. As the carriers are facing billions in losses from soaring fuel costs, there’s every reason to expect massive fare hikes in the months ahead.

And so it should be. Airlines shouldn’t be expected to fly at a loss. Mobility of all sorts should come at a cost. And at some point the alternatives to flying -- Amtrak, the bus or even teleconferencing -- will find their market.

So next business trip, ask yourself: Is this trip really necessary, affordable… or tolerable?

"Doomsday: What Happens When Gas is $10 a Gallon"

For decades we’ve lived (and driven) in denial, somehow assuming we have the “right” to cheap gas, and therefore, low-cost transportation. Now it’s time to face reality and consider what will happen when (not if) gas hits $10 a gallon.

The following are my hypotheses. (Follow the embedded links for recent news coverage that contribute to my theories.) These things haven’t happened… yet:

AIR TRANSPORT: Following the demise of a dozen airlines and the shrinking of the remaining carriers, air fares soar and service is cut. Air travel becomes affordable to few. Airport congestion fades as business trips are replaced with tele-conferencing. Hotels are shuttered as “leisure travel” becomes unaffordable.

HIGHWAYS: Rush-hour on I-95 is a breeze as half of all motorists can no longer afford to drive. But the highways are a mess of potholes as the price of asphalt, made from petroleum, quintuples making it impossible to maintain the roads because gas tax revenues have dropped with decreased sales. With more people working from home or on flex-time, traffic congestion is a thing of the past. But with home heating oil at $12 a gallon, people close off rooms in their “McMansions” and huddle in the few remaining spaces they can afford to heat, usually with wood stoves which are also in short supply. Office buildings, by law, can heat to no more than 60 degrees in colder months.

MASS TRANSIT: Delivery delays in the long awaited M8 cars and fears their manufacturer Kawasaki may declare bankruptcy send rail commutation into a tail-spin. Seats are pulled out of cars to create standing room capacity and Metro-North offers cheaper fares to those who can’t get a seat. As in Tokyo, “pushers” (click here for video) are assigned at Grand Central to squeeze passengers into trains. Few can afford to drive and park at rail stations, so most spaces there are turned over to bike racks. Despite fare increases, ridership soars.

AROUND TOWN: Local traffic drops as people consolidate their few truly necessary shopping trips. Because they are so dependent on oil (for fertlizers, packaging and transport), food prices soar. Food imported out of season becomes an occasional treat. Few can afford to eat out at now-chilly restaurants dealing with the same food shortages. Wagons and carts, bikes with racks, mopeds and scooters replace the SUV. Kids take the school bus daily instead of being chauffeured by Mom. Suburban housing prices continue to fall as people flock to the walkable cities with good mass transit. Local taxes rise, encouraging further migration. Schools can’t afford good teachers who must still commute from far away due to lack of local affordable housing.

THE ENVIRONMENT: Oil drilling begins in the Alaskan wilderness, but no supply of oil will reach the lower-48 for three years. In a panic, Congress weakens clean air laws to permit increased use of coal in power plants. Air pollution worsens and acid rain decimates much of the Northeast. Increased CO2 emissions hasten global warming. The sea level rises and coastal communities risk greater flooding as more numerous and powerful hurricanes ravage the US.

THE ECONOMY: The recession becomes a Depression as the impact of decreased mobility and soaring energy costs hit home. China decides to stop buying US Treasury notes and the US dollar hits new lows, making imported oil even more expensive.

Will any of these predictions come true? Time will tell. What can we do to prevent this Doomsday scenario? Not much.

So enjoy what’s left of the era of cheap oil. We’ll all have a lot of explaining to do to our grandchildren.

For more, see www.lifeaftertheoilcrash.net and www.oilcrashmovie.com or just Google “peak oil”.

"The Folly of a Gas Tax Holiday"

Once again, politicians are pandering to our worst instincts. They’re suggesting a summer vacation for our 18.4 cent per gallon Federal gasoline tax, telling us it will make driving more affordable in the busy travel months again. Hogwash!

If anything, lowering gas prices will only drive up demand, and thus, lead to even higher prices.

And cutting the gas tax would mean $10 billion not collected to pay for long overdue road maintenance and repairs. Good for car repair shops, but bad for motorists.

This assumes, of course, that the oil companies won’t raise prices. And it doesn’t explain how to deal with the post-summer shock of reinstating that tax in the fall, just before the election.

The same gas tax scheme was floated last year on a state level in a plan that would have lost us $120 million in subsidies for mass transit. Fortunately, wiser minds prevailed in ‘07 and I hope the same will happen this year.

Even if the Federal tax holiday went through, it would save the average motorist, by most estimates, a whopping $1.83 per week. Oh yeah, that’ll help.

If this is how lawmakers respond to our energy crisis, God help us. McCain and Clinton must think we’re naïve and short-sighted… and maybe they’re right. (To his credit, Obama is standing alone in opposition to this idiocy).

If a patient is an alcoholic, you send them to rehab. You don’t just subsidize the price of booze hoping to postpone the inevitable.

The inevitable is ever-higher gasoline prices. For years I’ve been writing that gasoline is too cheap, and I still believe that. Americans are still spoiled with cheap fuel, even at $4 a gallon. Last week in London petrol sold for $8.20. (My daughter helped me with the math, converting pounds to dollars, Imperial gallons to US). Admittedly, some of that price is taxes used to subsidize mass transit. But consider the vast network of trains and buses available in the UK, and I think you’ll agree they’re funding some great alternatives to the single occupancy motor vehicle.

I only wish we had such choices. Sad old Metro-North is enjoying a huge surge in ridership, but because short-sighted lawmakers in Hartford didn’t act a decade ago to order more rail cars, we’ll have subway-like, standee-only conditions on most trains by the time the new M8 cars arrive next fall.

I’ll tell you how to save money on gas: drive less. Trade in your Hummer for a Prius. Be sure your tires are fully inflated. Drive at 55 mph instead of 70. Coast when possible. If you’re stopping for more than ten seconds, turn off your engine. Take unnecessary weight out of your car (unless it’s another passenger). Keep your engine tuned up. Ride a bike (but not on the train). Try walking.

Sure, take a vacation this summer. You can even do it by car if you’d like.

But first, check how much your next road-trip will cost at the AAA’s nifty website www.fuelcostcalculator.com . Then, price out your alternatives by mass transit. That train or bus is making the trip with or without you, so get onboard.

And while you’re traveling, drop a note to your elected officials and ask them why they still pay only lip-service to our nation’s energy strategy. Ask them why Congress is letting tax credits for solar and wind energy lapse just when we need them most. Lawmakers found time last week to vote for “National Watermelon Month” (really!), but they couldn’t agree on a long range plan to provide energy for our nation. Nero is fiddling while Rome burns.

A gas tax holiday this summer? Give me a break.

Bicycles on Trains ?

Much has been written in recent weeks about allowing bicyclists to bring their vehicles on board Metro North commuter trains, and I wanted to add my two cents just as a commuter and not as Chairman of the Commuter Council. (Never be confused when I write here as I am always and only speaking for myself and not the many groups on which I serve.)

What is it about “bikers” that they feel their rights trump those of other commuters? How can such a well organized and vocal lobby be so blind to the sad realities of commuting on Metro-North that they would ask commuters to straddle their two-wheelers in standee-filled vestibules in the name of personal liberties and “being green”?

Bikers have no more “right” to bring bicycles on crowded rush-hour trains than I have to haul aboard a steamer trunk. (At least you could sit on a steamer trunk). Yet, they rant against everyone in their personal strivings for two-wheeled freedom.

In the interest of personal disclosure: I do not ride a bike, but I do commute and often must stand for an hour or more due to lack of seats.

Bikers… here are the facts of life:

Fact #1, there’s no room for bikes at rush hours. Heck, we don’t have seats for paying passengers, let alone space for bicycles. And the new M8 cars that are coming won’t change that crowding for many, many years given annual ridership increases averaging 5%.

Fact #2, bikes are already allowed on non-rush hour trains. And they’re carried for free. So quit your whining.

Fact #3, if you’re heading for New York City, you don’t need a bike. Mass transit is plentiful in the city, so leave your Cannondale in Cannondale.

Fact #4… or maybe an opinion… I don’t think there’s any demand for bikes among city-bound commuters.

The pro-bike lobby is well organized, very vocal and relentless. But they’re also unreasonable in their demands that every Metro-North train accommodate a special car filled with bike racks.

They point to such services in the San Francisco bay area, but Caltrain has only 37,000 daily riders carried on 100 double-decker passenger cars compared to Metro-North’s Connecticut ridership of 110,000 each day crammed into cars with much less space. If Caltrain’s ridership continues to climb, I predict they’ll rip out the bike racks and add seats.

If bikers really wanted to build support for their cause, I have a suggestion. Rather than rant against those who reasonably argue against bikes on trains, the bikers should instead lobby for bike racks and lockers at rail stations. Attract more people to two-wheeled transportation to catch the train by persuading local towns which operate those stations that this would be a great way to cut parking permit waiting lists. Towns like Westport do a great job with bike racks. Why can’t the other towns use parking revenue to similarly serve their residents?

The bottom line: until every paying passenger gets a seat for their Metro-North ticket, let’s allocate room on the trains to people, not their bikes.

Going The "Green' Way

Earth Day is coming and with the reawakening of the planet, our thoughts turn to “going green”. We drink our overpriced lattes in cups made with recycled material, feeling pretty good about saving our planet as we drive away in our SUV, getting 12 miles to the gallon. We’re in denial and reluctant to change our selfish habits.

As the US dollar plummets in value, we wonder why lower gas consumption doesn’t lead to lower prices. And we shake our heads in amazement as the third world mimics us by embracing the automobile, adding to competition for this dwindling resource of energy.

Transportation is one of the biggest energy hogs in the US. And now that gas has reached more realistic levels compared the rest of the developed world, we’re all wondering what we can do to drive and spend less.

A few ideas:

Live Closer To Work: If we didn’t have to travel an hour to get to and from our jobs, the savings would be immense. Of course, this assumes we can find affordable housing… another topic altogether. But if you’re house-shopping, factor in transportation time and expense into the “total cost of ownership”.

Car Pool: Even if just occasionally, share the ride to work or the airport. Check out www.nuride.com for an incentives-based solution. Or for regular commutation, www.metropool.com or www.rideshare.com can help you find someone to share the ride with. Even soccer moms have their own network to get their kids from games to dance class: www.dividetheride.com

Try A Bike: For local trips in good weather, the exercise will do you good. And if you bike to or from the train station you can chuckle as you skip the four-year waiting line for a $300 annual parking permit. Not enough bike racks at the station? Call town hall and demand they spend that parking money on this simple, green amenity.

Take The Bus: Our region’s bus service is improving and is increasingly popular. “The Coastal Link” bus from Milford to Norwalk along Rt. 1 runs seven days a week and costs only $1.50 (vs. $3.50 on Metro-North). And the “I-Bus” from Stamford and Greenwich to White Plains has been running now for a decade and still costs only $2.50. Coming soon, BRT or “Bus Rapid Transit” offering faster speeds in cool new coaches.

Put Your Kids on the School Bus: Your tax dollars pay for them, so why do so many moms insist on driving their kids to school each morning in “the SUV parade”? What are you teaching your kids about avoiding mass transit?

Walk: Health officials say Manhattan dwellers are healthier than their suburban counterparts because they walk so much. Cars offer convenience, but going to the store for a quart of milk doesn’t have to involve moving two tons of steel with you to achieve the purchase.

Take The Train: Commuter rail is the most fuel efficient transportation alternative, far better than even the bus. On longer journeys, an Amtrak Acela uses a third less fuel per passenger than a jetliner and emits 3 times less CO2 . And by train, you don’t have to take off your shoes or enjoy a TSA-massage on your way to the boarding lounge.

If You Must Drive, Plan Your Itinerary: Don’t just drive roundtrip from home to the store. Save up errands and plan multiple stops along the way.

Clearly, there are alternatives to the single-occupancy, gas guzzling automobile. What’s your energy-saving transportation tip? Share it with me and I’ll include it in a future column.