Screwing our retirees is HOW WE ROLL

Screwing our retirees is HOW WE ROLL

Saturday, November 17, 2012

TRIMET SUPERVISORY REPORTS


Need to have RAIL personnel stationed at IRQ switches post game to allow trains clear access.  Cars parked on tracks.  Same issues PRE game at off ramp I-5 NB at RQTC.
Good deployment, could use a few more G4S directing patrons to entry/exit points AND on center platform to assist in keeping people off while it is closed.


Had to run out into off-ramp of I-5 to RQTC numerous times to clear cars of tracks, particularly westbound from OCC.  Becoming a big issue.
    We need personnel (TPD would be nice if at all possible, G4S more likely) for traffic control: PRE at the intersection coming off the ramp of I-5 north into RQTC.  Cars (and every other vehicle) blocking tracks and having nowhere to go.  EVEN OUR “OWN” VEHICLES!  TRIMET LIFT #9421 at 640 pm. Parked on the tracks, couldn’t get our train thru.  POST (Rail Sup) stationed at the switches at IRQ:  Cars blocking tracks not letting trains thru-causing major tie-ups for trains heading in four directions.
2)     Continue to explore the feasibility of Inspectors at OCC platforms.  Keep the Rail Sups handy at RQTC (in the event something happens with a train, it’s likely gonna happen there) but maybe send an Inspector detail to OCC to catch the ones jumping off to avoid us at RQTC?
3)     Add to the train order: POST EVENT: Wait for the Supervisors hand signal AT YOUR WINDOW  before selecting/proceeding.  (GREEN LINES should also expect to be delayed due to the infrequency of their schedule that late at night)

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Passengers walking up to O.C.C. Platform post event to avoid harden platform at R.Q. E.B.
Still seems a large number of people have not heard that fareless rail is gone.
E.B. Train coming into R.Q. was Red Knob while waiting to get into platform. I Was able to reset the Red Knob and the train continued into R.Q. 
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Gentlemen,
                Tonight for the Blazer’s Pre-Event/Pre-Sales our officers were on scene by 1715 they were located in the following areas; CPO X was at Sunset TC, CPO X was at 7th Ave, CPO X was at Lloyd Center and Myself along with CPOs were at Rose Quarter.  For their locations; CPO A ( at the request of Tri-Met ) moved from the customer service tent on the West Bound to the East end of the West Bound, CPO  was at the West end of the West Bound, CPO  ( at the request of Tri-Met ) moved from the customer service tent on the East bound to the East end of the East bound and at the request of Tri-Met I was at the West end of the East bound to assist with customers that needed to use the mobility device ramps.  CPO  reported that on the West bound platform, there were lots of customers jumping the railing and some right in front of the inspectors with no action taken.  The East Bound platform was very hectic when trains came in with a crushed load.  When East Bound trains came with a crushed load there was not enough personnel to keep the customers from jumping the railing.  When I would attempt to keep customers from jumping the rails, customers would skirt between the train and the bike rack to avoid the fare check area.  For the first 30 minutes of so, there was no signage posted on the bike racks and there was only 3 inspectors for the East bound.  This caused problems.  This was noticed by an inspector and at that point more inspectors were brought over to the East bound to assist.  There were no police on scene for the Pre-Event.  I also had Rail Supervisor 9516 tell me that there was not enough G4S personnel there to keep things calm and in control.  She also said that she would be putting that fact in her after action.  I told her that I was short one officer for the night and that we are doing all that we could to assist in any way possible.  She said she knows and that it isn’t my fault but there needs to be more of us.  We were on scene until 1933 when Lead Supervisor 9907 cleared us until 2100.  At that point our officers took their lunch breaks.

                For the Post-Event our officers were back on scene by 2100.  Our officers were located in the following locations;  CPOs X and X were in the cross walk with myself, CPO X was on the West end of the West Platform, CPO X was on the West end of the East Platform, CPO X was with customer service on the West bound, CPO X ( at Tri-Met’s request ) was at the East end of the East bound platform.  The post event began around 2210.  I talked with the lead and with customer service regarding our officer standing with the customers service reps on the East bound.  CPO X was told that he didn’t need to be there by an inspector but I had him there because the tent was 35-40 feet away from where the inspectors were.  I told 9907 and Ed from Customer Service that I would like our officer posted there for safety sake.   9907 told me that he would take care of it and to just have CPO X stand the East end of the East bound.  They them pushed the Customer Service tent closer to where the inspectors were.  Police only had to deal with 3 people and from what I gathered it was alcohol related.  Our officers were not involved in any incidents.   We were done with the Post-Event and cleared by Lead 9907 by 2258.  At that point our officers headed back towards their offices.
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The Customer Service Tent needs to be closer to the railing to make it easier, and more efficient, to sell tickets to passengers who need them. An Officer or Customer Service Rep. Is needed at the closed off ramp, to aid ADA passengers.
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I did have a supervisor after multiple requests couldn’t understand my reasoning for where they needed to be posted for train safety.  SD platform Westbound from pre and post departing passengers for safety reasons duty was the order of the day for them and not directing pedestrians across the street, that was G4S duties.  Some push back, but complied. 
A lot of folks still not understanding it’s no longer fareless square and that they are required to have fare while riding the entire system.  Not sure how long it will take.
The train order 06 had the center platform closed during the event, and the machines of course are on that closed platform, at the break I asked to suspend the train order and that probably was not the correct term to use.  We are not there from around 715-900pm or during the event.
And so folks were entering the closed location and since the train order was left in place the trains were not opening their doors, one operator called and let control know there were folks there and then control instructed them to open the doors if people were wanting on.

I spoke to X and asked him if two train orders could be used for pre and post times, he thought this might cause confusion with the operators, then I thought of placing bike racks along that side of the train and having signs up at either end stating the platform is closed (have not received those signs as of this writing), he agreed that might be better and would be a visible reminder to operators to keep their doors closed as at least one train operator opened them on the left side.  And also kicked around the G4S folks during the break two stay and then come back 45 min later and relieve the other two for their break time and then someone would be there insuring the platform remains free of passengers and then only one train order needs to be implemented and kept in place until the event it over completely.
I like the later of the solutions and should be no issue hopefully, I will pass it on to Will if I make it to staff on Wednesday.

We had a lot of folks getting off at OCC and walking down to RQ to get out of paying their fare, and this was the same for the eastbound trains leaving RQ folks would be seen getting off and walking past us to the game.

I also spoke with X about making the train order read “Make appropriate announcements on approach to Rose Quarter/ Holladay (not before) informing all passengers that they will be requested to show valid fare as they exit” This hopefully would reduce them jumping off to circumvent fare checks at RQ.

Is there anyway to have Mr. Fare Tech check the machines prior to game time (the day of)
To insure they work, I do know that one wet bill or butt could mess them up again.

Overall I believe it’s getting more routine in hardening RQ, and will hopefully be routine all so when the patrols and other platform hardening are in effect.

Good night otherwise

Lighter than normal crowd..
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Recap attached. Event went well.

Blazer consecutive sellout streak ended, and we noticed fewer riders than usual.

Still seeing a significant number of customers who did not know the Free Zone ended. Inspectors sent about 300 to us to buy Day tickets (in lieu of citation) as they arrived.
 RQTC: 
°     Fare inspection done pre- & post-event at RQTC w/ platforms hardened
·     Lloyd Center:
°     TVM glitches w/ both machines on WB platform.
°     Quite a few new/infrequent riders
°     At least 60 customers who chose to walk to RQ vs. buying a fare, and some who chose to board trains w/o fares despite our verbal messaging re: fares required
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Very good deployment of G4s resources; having a few more would have been nice for the heavy peak periods but what we had worked out.
1)     Quite a few folks on & off at OCC and walking to/from Rose Quarter to avoid platform hardening.  Not sure how to remedy this, but it is definitely an issue.
2)     Should explore the idea of “soft” hardening most of the platform on a fulltime basis.  With the frequency on games, leaving 60-75% platform swing gates closed and the bike racks that block the chains in place full time help to quicken the set up time. 
3)     The ENTER & EXIT signs need to be bigger and BOLDER.  The print is too small for the larger crowds to see, and consider putting it on a yellow background?

Overall, very nice job with the resources available. Good amount of staff; maybe a couple more but no less.  There are lulls in the action where there isn’t much going on but then when it does get busy, all hands on deck is very necessary.
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G4S officer’s helped with crowd control and transit police were present to help with potential problem.
Train 67 accidently opened the doors onto the center platform at 18:50pm after the train order was in effect. I phoned control and advised them of this and control made a reminder over the air that all trains eastbound needed to keep their doors on the left side closed.
I asked a man for his fare and he had an honored citizen fare. I then asked to see his H.C. card and he felt he was being harassed by this..
I did my best to draw passengers to my gate the east end of the eastbound; as many would clog up the west entry of the eastbound.
This event went a lot smoother than the last one. We had 3 code enforcement personnel at the west end of the eastbound platform, which worked out nice because they get the majority of the people. I was surprised by the number of people who still did not know that the free zone had gone away. When we go to hard enforcement, I have the feeling we will need more code people at each entry. Maybe 4 at each. Once you are busy with a person others just walk on past you.
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During pre-game fare inspection I observed passengers, with Blazer’s clothing on, de-boarding and then re-boarding when they saw the inspectors. They would then ride to OCC and walk back to Rose quarter. Other large groups of fans were walking from OCC to Rose Quarter as well.
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Concerned with Passengers deboarding at O.C.C. W. Bound when platforms are harden at R.Q. W. Bound.
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Pre-event
·     CS staffed Lloyd & 7th effort to continue “No Free Zone” education effort. Fair number of customers who chose to walk to the event instead
·     Signage at RQ wasn’t completely used: the tall signs need to have holes re-drilled to match up with the pole
·     Arrival sales at Rose Quarter were still substantial (360) but less than 10/31 game (490)
o     Combination of: more people know to have the fare, perhaps fewer people riding, some people used Conv Center to avoid the inspection
·     Had TVM issues at a variety of stations…need to have better performance on hardening nights
o     “If you’re going to insist I have a fare, you need to make sure your machines are working” was heard from several customers.
·     Still a fair number of people who didn’t fully understand end of Free Rail (e.g. vaguely knew it was going away, didn’t know when).
·     Most arriving people who were sent to buy Day tickets were understanding when we explained the alternative (i.e. $175 citation)
·     End of pre-event inspection was sudden. We had people in line who’d been sent to buy Day tickets, but no supervisors to observe that they did. Some just walked away.
Post-event
·     Middle platform issue during pre & post interval
o     If train order remains in effect between the pre & the post, we need to stagger staffing to have someone explain that they can’t board from the center platform
o     Also need to have a way for people to buy tix, as all eastbound machines are on the center platform
·     Post Sales were 336, about 100 fewer than on 10/31
·     Several upset customers re: 22:10 eastbound Green not holding long enough for Clackamas customers to get through the inspection effort.   Several customers who thus had to wait 35 more mins.
o     In general, will be good to have trains prepared to wait a bit. Only have two openings each direction and a bottleneck can develop.
·     Not as much acting out as 10/31, but still some arrests
·     Extra service trains were well used and deployed in a timely way
·     Platforms could use a cleaning…lots of leaves, trash  etc, Doesn’t leave a good impression. 
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Game attendance seemed lighter than for the previous two games, but we still had a good percentage of new/infrequent riders.

· 1st & Yamhill: Staffing was worthwhile, as there were at least 40 customers who legitimately did not know about fares now being required between there and RQ; the cash TVM was also malfunctioning off and on.

· Lloyd Center Patrol:

° Inspectors rode trains back and forth between Lloyd and RQTC. I didn’t hear feedback on how that went, or how many riders deboarded WB trains at OCC.

° There were TVM issues on both the EB & WB platforms. Brisker than normal fare
ost Blazer fans stayed until the game ended, around 9:20 pm.

· RQTC:

° The WB extra service train was well timed, and MAX service met customer needs.

° G4S Security and Transit Police presence kept things safe and orderly.

· IRQ:

° Our IC agreed to hold the NB Yellow Line from around 9:24 to 9:30 pm, which benefitted at least 40 customers who would otherwise have waited 35 minutes for the next NB to Expo

° The validator on the NB platform was out of service, and the TVM was acting up.

° We informed at least 2 dozen SB customers about the 9:47 pm Yellow Line not going to City Center. Most chose to walk over to RQTC and catch a train from there to City Center or PSU.
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Train 9060 held NB at IRQ for 10 min as crowd was just coming out. This train has a long recovery time at Expo and the next NB would normally be 25 to 30 minutes away. By holding this train the bulk of the crowd was accommodated.
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· CS staffed Lloyd & 7th effort to continue “No Free Zone” education effort. Fair number of customers who chose to walk to the event instead

· Signage at RQ wasn’t completely used: the tall signs need to have holes re-drilled to match up with the pole

· Arrival sales at Rose Quarter were still substantial (360) but less than 10/31 game (490)

o Combination of: more people know to have the fare, perhaps fewer people riding, some people used Conv Center to avoid the inspection

· Had TVM issues at a variety of stations…need to have better performance on hardening nights

o “If you’re going to insist I have a fare, you need to make sure your machines are working” was heard from several customers.

· Still a fair number of people who didn’t fully understand end of Free Rail (e.g. vaguely knew it was going away, didn’t know when).

· Most arriving people who were sent to buy Day tickets were understanding when we explained the alternative (i.e. $175 citation)

· End of pre-event inspection was sudden. We had people in line who’d been sent to buy Day tickets, but no supervisors to observe that they did. Some just walked away.

Post-event

· Middle platform issue during pre & post interval

o If train order remains in effect between the pre & the post, we need to stagger staffing to have someone explain that they can’t board from the center platform

o Also need to have a way for people to buy tix, as all eastbound machines are on the center platform

· Post Sales were 336, about 100 fewer than on 10/31

· Several upset customers re: 22:10 eastbound Green not holding long enough for Clackamas customers to get through the inspection effort. Several customers who thus had to wait 35 more mins.

o In general, will be good to have trains prepared to wait a bit. Only have two openings each direction and a bottleneck can develop.

· Not as much acting out as 10/31, but still some arrests

· Extra service trains were well used and deployed in a timely way

· Platforms could use a cleaning…lots of leaves, trash etc, Doesn’t leave a good impression.
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G4s personnel are not needed at the ticket booths for this event. The ticket booth is located only a few feet away from where several code enforcement officers are located. They are of better use at the east and west ends of the active platforms.
The need to have better control of the platforms is my biggest concern. We had enough people to accomplish this; I just feel that we need to utilize them a little better. My attempt to move personnel to a different location that I saw needed attention mostly was ignored. I was frustrated when I would see nine people at two gates on one platform and only three on the two on the other. I talked to the Rail Supervisor that was assigned to the E/B platform and explained the safety concerns that we had discussed at SETS and staff. This was concerning controlling train movement until passengers had enough room to be safe from a moving train. That Supervisor spent most of the night leaning at the exit gate at the center of the platform. Once again frustration.
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Attached is an Excel file of trip-level MAX activity at RQ and IRQ Wednesday night.  There were no trains with recorded loads above achievable capacity between 17:00 and end of service.

I happened to be on eastbound train 13, which arrived at RQ at about 19:10.  It had a crush load, with about 90% alighting at RQ.  Both vehicles were type 2s, and so they did not have APCs.  A few observations:

a.     The operator made three separate announcements between Old Town and RQ.  Unfortunately, I could only hear the initial tone indicating that a message was about to be made and not the content of the message.  I was in the 2nd car.
b.    As X reported, people did seem to have difficulty exiting the train as the platform filled up.  Some people even seemed to be squeezing between those waiting and the still stationary train.  The operator made at least one external announcement asking people to stay off the tactile strip while the train dwelled at RQ.  I was a little surprised that the train started to move even as people still seemed to be standing very close to it.
c.     I noticed no more than about 10 people getting off the train at the Convention Center and starting to walk westbound, presumably to avoid the inspection.  Ironically, if more passengers had heard the operator’s message, more may have done this.
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NEED Police at Pre and Post event PRIOD…

They were there for post and there were many issues with security and safety of our people.

Usually it’s the pre-game but since we were being light handed with just making them buy a ticket it wasn’t as bad.

But I’m sure tempers will flare up when they are given citation.

Specific incidents (if any) and actions taken in response

Had several folks jump over the railings I actually stopped two young men and told them they needed to wait, and they did have a fare when asked, they stated they didn’t need to wait in the long line to catch the train, I told them the indeed did and will in the future..
Several Custodies by TPD for post event, with the Blazer and Winter Hawks and Halloween event had about 25,000 folk in the area..Many folks were still not aware of the free zone going away
For the west trains coming from OCC, when you saw a Cyclops coming into RQ there were a stream of passengers who got off at that location and walked to the RQ to avoid fare check hardened platform, this was each time the train left OCC.



The passengers that did get off at RQ many didn’t ride other than during Blazer events and that this was the first one since last season, but they were given a opportunity to buy a $5.00 day ticket and most were thankful for the chance, some grumbled about having to by a round trip ticket, to get back on.. The explanation was your rode here and will ride back and that is after the two hour limit, so the choice was buy the ticket or get a $175.00 citation, all complied and purchased the day ticket..
The west end on the westbound was very heavy, I think it’s a natural thing to head that direction but that made exiting take longer at the “A” check point..
Remedy would be to move the “B” gate closer to the “A” gate and put the blue sales tent between, Inessa suggested change the exit and entrance to the west end of platform this would be a safety issue and have folks more packed and after the game they would be into the roadway trying to get back on the trains of their choice. By moving them closer this might help.
And another suggestion was to punch the tickets after they pass the fare inspector’s this would take more time and yes you might catch a couple of cheaters, but most don’t do that and are honest.
And I hope it will take hold in the next few games, and when we start actually ticketing the evaders you will see some complaints that will be a guarantee. The Timbers fan most understand the way it works, but the Blazer folks have never had to deal with the closed platform regimen.
Enough said..
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Access for wheel chair/walker, etc. – Ridiculous trying to funnel so many people thru 2 small openings. – Tri Met must really need to make a buck.
I worked the eastbound platform, at the west end, checking fares of both boarding as well as debarking passengers. This was utter chaos; I was working with Mr. X and a G4S officer. There was another G4S officer and Mr. X right at the very west end of the platform trying to keep people from entering the closed platform and helping those passengers using the ramp to get onto the platform. Mr. X and Mr. X were at the opening on the eastbound platform at the east end. It was impossible to check everyone’s fares and this only made the people who were getting checked, mad. (How come you let those people go)! When I had to ask for I.D. and an honored citizen card from someone. That left all the checking to the other person. People were just pushing past us even though we tried to get them to stop and wait until we had checked their fare. At first we had two transit officers’ there, but then they left, (They must have gotten a call with more priority), and we had no kind of enforcement help after that. I needed help with a man that had an honored citizen fare but, had an expired H.C. card with the name X on it. Clearly, not him. 9524 encountered a twice over excluded individual, with no TPD to help. There were 4 TPD on the westbound platform, but they were busy with an out of control loud male. There were a lot of people who did not have fares and many of them just walked because we were just too overwhelmed. This always makes the ones we do check, mad! A lot of people exited the train and then saw that they would have to come by us to exit the platform; they would either just get back on, or wait for another train. Lots of people would walk down from O.C.C. just to avoid getting checked altogether. We tried our best.
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Thanks for the report, X A lot of hard work that happened last night!!! (And I don’t just mean by the Blazers!) A huge thank you to everyone who helped pull this off for the first time at a Blazer game. You all are incredible. IDP and Creative Services have been working hard on the new signs and they should be ready for the next home game.
I was (lucky enough to be) in attendance of the game last night. I rode a Red Line train from Beaverton TC that arrived at the Rose Quarter about 715p… as a customer I have some comments on the experience. These are in order of experience, not importance. #6 is by far my biggest concern, followed closely by #2.

1. The Operator did make an announcement for riders to be ready to show their fare as they exited the train. I heard it because I was listening for it, but Keith didn’t even notice it until I asked him if he heard it. The train is loud and full by the time you get to RQ.

2. Getting off the train was difficult, because the fare check exit was lined up with the door I was exiting from… as people “lined” up to show their fare I couldn’t get off the train (because they were lining up back onto the train). When the train pulled away, Keith barely had his heels inside the curb of the white tactile strip.

3. I could hear X making announcements on the bullhorn, but couldn’t understand them very well between the echo under the overpass and the noise of all the riders complaining and asking questions randomly around me.

4. I heard many people call the hardened platforms many things: a sting, TriMet trying to screw them, stupid, and other less nice things. As a side note, all of these people were adults varying in age from about 25-60yrs. I say this, because I sort of expect kids/teenagers to say things like that, but not grown adults.

5. I heard the classic: “I wanted to buy a ticket, but the machine didn’t work” comment from one woman who had got on with three friends in the CBD and sat near us. However, two of her friends had paid fare…. Which, once their fare was checked, they proceeded to hand their tickets over the bike racks to the woman and her partner who were waiting in line. Two fares for four people.

6. When the train pulled away, people started running across the tracks to try to avoid showing fare. I saw about 5-6 people do this (again ADULTS).

7. I heard lots of people around me giving each other incorrect information (like: how long and why fareless went away, that TriMet is only checking fares for the first game, how much fare costs). When it was feasible I tried to interject correct information.

Here are some of my quick thoughts on how we might address some of these items.

1. Make the Operator announcement louder and/or make it more firm. The operator can open with “Attention Riders” and say it a couple times, then deliver the rest of the message. Bu the time you realize the Operator is speaking, you’ve missed the announcement.

2. Move the fare check exit to the end of the platform or have more than one. Make an announcement about lining up to show fare, so people don’t continue to just push each other around on the platform. This has potential to become a serious safety issue. It could also incite panic for someone trying to get off the train.

3. No suggestions-Ed does the best job, this is just a product of the underpass cavern and an observation.

4. Continued education on fare and fare inspections will help address this over time

5. See #4. Also, the fare inspector could punch a hole in the fare instrument (if it’s print on demand or a day pass), which would prohibit it from being used twice, at least on arrivals.

6. Serious safety concern. Station a supervisor(s) on the center platform and immediately ticket people who run across the tracks. This is unacceptable behavior and has to be enforced.

7. See #4

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Strong TPD presence during post-event. Was helpful as some customers misbehaved, became belligerent during inspection process
Objected to the end of Free Zone

· Felt inspection was heavy-handed, disorganized


Pre-event

· First Blazer game with formal inspection since end of Free Zone; pre-game inspection began @ 18:00

· Significant number of arriving fans who did not have fares. Seems most from traveling from former Free Zone stations (e.g. CBD and Lloyd/NE 7th)

o As with other Lakers games, a portion of customers were from out of area and unfamiliar with our system

o Surprisingly large number of customers who did know that the Free Zone ended in September

§ Many of them live locally but only ride TriMet for Blazer games and hadn’t ridden since April

o Also a portion of customers who likely knew Free Zone ended, but chose to take a chance and ride

o Some grumbling, but most customers were thankful that we gave them the opportunity to buy the Day ticket instead of getting the citation

§ As a result, I feel we educated hundreds of people who now clearly understand their responsibility and will be prepared with fare in the future

o Some veteran customers were happy to see we were enforcing the fare system.

· Inspectors were kept very busy handling crowd.

· Set up of the gate openings meant that the gates closet to arena handled 90% of the crowd

o Should consider adjusting to better match crowd movement (i.e. shift west to match flow of crowd to the arena), and space better to balance the workload amongst available code enforcement staff (i.e. the ones who had the western-most openings were exceptionally busy)

· Look forward to having the special signage to make it easier for crowd to understand where to exit and enter platforms.



Post-event

· Blazer game lasted 2 hours 24 minutes. Typical with the 19:30 national TV starts, game goes about 15 mins. longer than usual.

· Winterhawks (and some Frighttown attendees) crowd exited before Blazers. Inspection effort was set up before they reached the platforms

· Portion of Blazer fans began exiting mid-way through the 4th Quarter.

o Was helpful as it gave us a chance to get several hundred fans through the inspecting and on their way before we rec’d the full exit

· Most eastbound customers already had fares, but westbound platform had long lines at TVM and Ticket Booth.

· Several episodes on westbound platform where customers became unruly and required police intervention.

o Police presence was essential to keeping the post-event inspection orderly

· Trains were instructed to hold a bit longer than normal to allow customers to make it through the inspection gates

o WB Train 50 came in ‘out of service’ with a very full platform (apparently had a mechanical problem). Fortunately our WB extra (92?) was directly behind it. When we informed the crowd, they kept patient

o EB extra was unable to be put into the mix in a timely way: was caught behind a Red @ Old Town, then delayed by a SB Yellow/Ruby Blue, then delayed again by a Green leaving downtown, then delayed by a Blue @ Old Town.

o Most Red Line customers made it on the last one of the night (scheduled 22:40). Those who didn’t (about six) were advised to go to Gateway and call cab/hotel shuttle.



Summary

A very busy and challenging evening that generally went well. Significantly more customers now know that fares are required.
Likely that some groups of customers (e.g. people who’ve boarded at Lloyd or NE 7th) will now opt to not use our service.
Was surprising that so many legitimately did not know the Free Rail Zone has ended. Raises question re: what we can do (e.g. operator announcements, strategic placing of staff in former Free Zone on game nights) to more fully help customers understand the change and their options.
The inspection effort will eventually become easier when a high percentage of customers know their responsibility (e.g. as with Timbers fans at Jeld-Wen).
But we should be prepared for an educational effort that will take several more games/weeks before it fully penetrates.
And given the nature of Blazer attendance, throughout the season (and the playoffs J) we will encounter fans who only attend a game a year, and don’t otherwise ride TriMet.
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TVM next to gate was out of order upsetting several passengers trying to buy tickets post event.
Several passengers caught without fare during pregame checking. Many said they thought it was still a free zone. Others claimed the TVM’s were not working at various locations. When the one sitting right next to you is not working, it is hard to argue about whether the others were working or not. Many customers trying to buy a fare with cash were also complaining about the card only machine. Since the cash machines also take cards it seems the card only machines are unnecessary.
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· Lloyd Center:

° Well worth staffing, with quite a few customers traveling from this location.

° None of the TVMs (EB or WB) were accepting bills; our G4S Security Officer reported this to Control just as I was arriving.

° Only about a dozen customers were unaware that the Free Rail Zone had ended; those were mainly folks heading to Disney on Ice.

° Had just a few folks grumble about the cost of fares. One couple chose to walk to Rose Quarter, and one family of four chose to drive/park.

° MAX frequency was great, and all customers had room to board trains.

· A bit of confusion re: G4S assigned to Gateway TC when we weren’t staffing there.
Had solid staffing with Field Supervisors, Transit Police, G4S Security and us.

· Game ended in a tie around 5:40 pm.

· MAX service kept up with demand.

· Crowd was manageable. Less drinking and quite a few young kids with parents this time.

· Despite our path-finding signs, there were still a fair number of folks needing to be directed from WB to EB platform and vice versa.
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Everything went smoothly during post game activities. The platform did not get overcrowded waiting for trains on the Westbound side. Most people had their fares out and ready to show as they approached the platform. One “Out of Service” train did come through that probably could have been held up in the 11th avenue turnaround while the platform had a lot of waiting passengers. Many passengers did get upset about an empty train passing them by. Even though the reasons for the empty train were valid, it is still hard to explain to waiting customers. Had the train been held up in the turnaround we would not have had to explain anything as customers would not even have known about the train. The train could have been brought out later and turned back towards Elmonica somewhere else along the alignment. The train was in good working order, it just had biohazard on it. I realize this creates work for the controllers, but it would helped our public image. All people see is an empty train going there direction and not picking anybody up at a crowded platform. They do not see the biohazard. When you explain it to them they understand. Try explaining it to 200 people spread out across the platform, some of them still running to catch the train that is not going to pick them up.
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2 comments:

Erik H. said...

What is truly amazing is the level and amount of detail, over ONE incident, for a MAX situation.

Imagine, just if for a moment, if TriMet actually took the time to analyze a bus service incident with even 1/10th of the level of detail shown here.

It just goes, once again, to show that when MAX craps out, TriMet is out in full force trying to fix it. When it's a bus problem...well...screw those bus riders. They don't need reliable transit service. They don't need help, or decent bus stops, or reliable vehicles.

Jason McHuff said...

I believe these are multiple events. And how many passengers did it involve compared to a single, planned bus service event? Do you normally have that many people getting off and then on at a single place in such a short amount of time on a bus line?