Unsuck DC Metro: Apologies, Apologies

Friday, March 22, 2013

Apologies, Apologies

The head of Toronto transit issued the above video apology to riders for some major delays recently experienced there.

Metro's GM Richard Sarles issued an apology after the Great Green Line Charlie Foxtrot of 2013 in the form of a Metro advisory. That advisory no longer exists on the Metro website, but here's a copy.

Which do you think is better, or is there any difference?

Other items:
Teen stabbed in Metrobus (WaPo)

Comments (31)

Logging you in...

Dashboard | Edit profile | Logout

Logged in as

+18 Vote up Vote down

anon · 626 weeks ago

Typical sneaky Metro crap letting their "apology" expire so that it was not part of the permanent record.

Creepy.

Hats off to the TTC. They shame Metro in every way.

4 replies · active 626 weeks ago

+12 Vote up Vote down

ddd · 626 weeks ago

Hadn't you heard? According to MEtro, they have no responsibility to actually get any passenger from any one point on their system, to any other point on their system, within any specified fiemframe.

+1 Vote up Vote down

Guest · 626 weeks ago

ddd-
You are sort of on target. Most of the bus drivers I know stay on their schedule unless traffic, construction or other emergencies deter the actual schedule.

What I saw the other day was a lady she said who rides as a secret rider to tell on drivers. Are these people hired by the counties or metro? Is this happening to all drivers or just certain ones?

+1 Vote up Vote down

anon · 626 weeks ago

This guy looks like an 'actor'. He plays the part and looks apologetic unlike
Mr. Sarles. I hear these uncouth tactics daily.

Why don't they put actors on buses and trains to see how the employees are going to react to incidents like stunts? This would be a great way to measure ones reactions do you think? It would be a good set-up for those employees they want to get rid of.

+1 Vote up Vote down

anon · 626 weeks ago

Maybe metro should hire or appoint people to ride on buses and trains and play out skits on the drivers to see how they are going to react.
Or better yet set up the driver by swerving in front of bus drivers just to see if they can react in sufficient time and not have accidents.

Or ride on the bus and talk loud and try and distract the driver to see if it they "take the bait".. or not.

I was told metro used to throw out dummies in front of the train driver to see if they could stop the train in time.

I think metro is using these games on drivers on the buses and maybe on trains.
Do you think this is a safe idea?

+12 Vote up Vote down

@chrisunwired · 626 weeks ago

WONDERFULLY done! (Even if it is a PR move)

WMATA doesn't believe they owe anyone an apology for anything. We should be thanking them for letting us ride when they operate. It's a damn shame.

1 reply · active 626 weeks ago

+8 Vote up Vote down

@chrisunwired · 626 weeks ago

So, obviously I meant the VIDEO is wonderfully done (not WMATA taking down their apology). Maybe I didn't make that clear?

+18 Vote up Vote down

karah 81p · 626 weeks ago

The first thing I noticed is Toronto actually subtitled their apology ... and did not make the strange typos you often see in them.

The second is they went into detail explaining what happened.

Third is they took full responsibility (rather than try to blame passengers) and of course actually appologized.

+14 Vote up Vote down

Ever n Anon · 626 weeks ago

Metro apologize? Really? Unsuck, you crack me up. ;)

+10 Vote up Vote down

matt · 626 weeks ago

This was a great video. Key was it was:

1) Short
2) Explained what actually happened
3) Stated investigations were ongoing for the issues
4) Apologized again and thanked customers

1 reply · active 626 weeks ago

+2 Vote up Vote down

Guest · 626 weeks ago

It does not matter if the GM apologizes or not.... nothing at metro will change until the middle managers are replaced and lets see it diverse with those internally who are experienced and of nationalities/genders.

+10 Vote up Vote down

NoNo · 626 weeks ago

Let's schedule a new fare increase this year so our dear Metro managers can have their balls grown... I heard stem cells biology can do miracles...

+10 Vote up Vote down

Andrew · 626 weeks ago

On the other hand, it's Canada, they'd probably apologize if the service were running great, for making other cities feel bad.

+6 Vote up Vote down

Heather · 626 weeks ago

The day Metro really offers a sincere apology, and stops trumpeting how wonderful, how safe, how caring they are, will be a cold day in hell. Which means never since I'm an atheist and don't believe in hell, LOL. :-P

+8 Vote up Vote down

Dezlboy · 626 weeks ago

Except for this line from Metro, "the two trains that lost power", the apology could apply to any situation. Thus, a bland, mean nothing, apology. And note how brightly lit the Toronto Station is......

+4 Vote up Vote down

jkuchen · 626 weeks ago

What? Regretting an inconvenience isn't good enough for people?

+5 Vote up Vote down

Ryan · 626 weeks ago

An apology means accepting responsibility. I'm actually stunned that Sarles went ahead with it in the first place. I'm sure they had a big "leadership" meeting about how the apology set "dangerous precident" and it was regarded as a no-brainer to take it down. The Metro Management team are all scumbags.

1 reply · active 626 weeks ago

+2 Vote up Vote down

bet · 626 weeks ago

Ryan you have hit the nail on the head. Management had not real interest in safety when they bring employees back to driving buses or trains after they have been out under a doctors care for over two years. Union and management seem to place their friends in other jobs or make jobs for them. Do you think this is real public safety?

+6 Vote up Vote down

@buzcajun · 626 weeks ago

I moving to Toronto.

+9 Vote up Vote down

Guest · 626 weeks ago

Can we hire that guy?

+7 Vote up Vote down

SammyDC · 626 weeks ago

Awesome apology! What I also noticed was the station he was standing in: clean, brightly lit, wide and spacious platform. I saw pictures of the London "Tube" earlier this week -- and for a system with some parts 100+ years old, it's another clean, bright system (although London platforms seem a bit narrow). And the London railcars -- amazing!

WMATA? Dark, dirty, and very often ...., well, are they not yet done with those stinky organic break pads yet? I heard tourists complaining at Metro Center yesterday how smelly the station was.

WMATA = emperor's new clothes.

+4 Vote up Vote down

Guest · 626 weeks ago

Wow. A transit service that treats customers like ... customers. That is so much nicer than Metro's "us versus them" mentality.

1 reply · active 626 weeks ago

+5 Vote up Vote down

Doctor Whom · 626 weeks ago

Maybe TTC has customers, but WMATA has subjects.

+4 Vote up Vote down

John · 626 weeks ago

NCTD's Sprinter was taken out of service for two to four months because of accelerated brake wear. If you check out their website (http://www.gonctd.com/sprinter), NCTD is completely honest and upfront about their issue. They even have a punny, WMATA-esque PR title, "Sprinter-Ruption." NCTD makes it clear---in bold AND caps---that SAFETY is the number one reason the trains are out of service. (SAFETY, which is unlike WMATA's "safety.")

Why isn't WMATA like this? WMATA needs to get their heads out of their asses, fix trains, be safe, give us transparent data, and tell us the truth!

+10 Vote up Vote down

Richard Sarles · 626 weeks ago

I tried to make a video, but the camera broke.

+5 Vote up Vote down

Hil · 626 weeks ago

http://www.wmata.com/about_metro/news/PressReleas...

Does WMATA "break" for blossoms or "brake"?

+5 Vote up Vote down

DCDC · 626 weeks ago

Canadians are famously polite, so this doesn't surprise me.
Maybe WMATA should hire a Canadian GM.
(And station managers.)
(And bus drivers.)

2 replies · active 626 weeks ago

+1 Vote up Vote down

Guest · 626 weeks ago

It would not matter who metro hired as GM as long as the middle managers promote their supervisor friends and keep the same old network of buddies-masons, in positions. These same masons are running the union for drivers-mechanics. When will you guys learn what the real problems is.

+1 Vote up Vote down

Guest · 626 weeks ago

HA! Is seems if your administrator does not like truthful comments, he then does not post! Ha!

I was censored on this blog and I thought it was for everybody and I did not say a foul word.

Thats ok the truth will get out soon enough.

+1 Vote up Vote down

JWC · 626 weeks ago

Did the commuters in Toronto get charged for their poor service?

0 Vote up Vote down

Malcom · 625 weeks ago

With a flat fare and free transfer among rail/streetcar/bus - Toronto's TTC unites the city in a way the Metro subway divides ours by income.

TTC is more sensitive to riders.