Wednesday, June 1, 2011

It Could Have Been Handled Much Better

Hampton Roads Transit's (HRT) move from the temporary garage at the former Ford plant to the new permanent facility on 18th Street in Norfolk disrupted service among Norfolk garage buses for 1 1/2 days, but everything is suppose to be back to normal now. However, I have two points for HRT in the wake of this snafu.

First, since the move to the Ford plant from 18th Street didn't cause a disruption, why did the move back trigger one?

Second, why wasn't specific information provided to bus riders during this period? Had they been told exactly which routes would be disrupted and how, they could have planned around the temporary gaps in service. Instead, there was simply an announcement about "limited service" with bus riders left to guess where the holes were.

As with the Nor'easter in November, 2009, this should be a lesson to HRT that it needs to improve getting information to passengers in the event of a service disruption.

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