Peter D. Kramer|The Journal News
The state DOT is sorry if the start of the Hudson Link bus service between Rockland and Westchester was problematic.
And it's listening.
HUDSON LINK: Bells, whistles, glitches on day one of new bus service
FOUR COMMUTERS: Brother, can you spare a ride?
After day one saw delays and technical glitches — strandedriders left waiting at suddenly unused bus stops, angry commuters waiting for buses to Tarrytown, a new schedule that had buses leaving earlier than the previous schedule— state DOT spokesman Joseph Morrissey responded to a long list of questions from The Journal News/lohud, and noted that the operator of Hudson Link, a company called Transdev, experienced problems at the start.
First, a statement from Morrissey: “Hudson Link replaces a decaying fleet with new buses and introduces new stops and schedules based on local community input to provide commuters a faster and more convenient way to get to work. We anticipate making adjustments based on rider feedback and apologize for any inconvenience customers may have experienced this morning as we work with Transdev to ensure any first day glitches are fixed quickly.”
Here's the Q&A, conducted late Monday via email at the DOT's request:
Q: We spoke with riders who went to the website that said the app was “coming soon.” I showed them that I had used it this morning and that it was functional and I was ableto buy tickets and they were not happy. When will that be updated?
A: This has now been updated.
Q: I boarded the bus and saw that the app ticket reader was “temporarily out of service.” And yet somehow my ticket, purchased through the app, was read and credited. How did that happen? Neither driver — it happened twice — could explain.
A: Monday morning, Transdev experienced an issue with its real-time data feed. The scanners validate their location based on the feed, so the geo-location part was not functioning properly this morning. They are working on a resolution on that issue right now and hope to have it functional this afternoon.
Q: How many buses are on these routes daily: H05, H07, H07X?
A: For H05, between 4 a.m. and 10 a.m.,there were nine buses scheduled and all nine buses pulled out of the lot as scheduled. For H07, between 4 a.m. and 10 a.m., there were six buses scheduled and all six buses pulled out of the lot as scheduled. For H07X, between 5 a.m. and 9 a.m. (last express bus), there were five buses scheduled and all five buses pulled out of the lot as scheduled.
Q: How many were on these routes Monday morning?
A: All 25 buses that were expected to run today (Monday) left the yard on-time and were in service this morning.
Q: Every stop along the way, riders were asking for the Tarrytown bus. One told me she had been there for 45 minutes and had seen only buses to White Plains. (This would have been between 6:48 and about 7:20, when we reached the bridge.) Will the state monitor the demand for Tarrytown buses and adjust the schedule, adding more Tarrytown buses?
A: We are actively engaging with the community and collecting all available feedback in order to serve as many people as efficiently as possible.
Q: WiFi was not working on the bus.
A: We are looking into this.
Q:The driver could not figure out how to change the sign on the front of the bus. “It says westbound, but we’re going east,” he said. “Oh, well, as long as we know where we’re going.”
A: The driver doesn’t control the sign.This is connected to the issue that Transdev experienced(Monday)with its real-time data feed. They are working on a resolution on that issue right now and hope to have it functional by this afternoon.
Q: The driverwas ordered to drive by his regular commuters, because they were not at the new official stops. We passed a dozen people raising their hands to flag down the bus. Was there no thought to easing in the new routes, to picking up people at their usual stops and showing them, as the bus passed, where the new stops are?
A: Flagging or whistle stops are not allowed on this service — with a new set schedule and designated bus routes, this new service will get commuters where they need to go with minimal interruptions.
Q: I was on two buses Monday morning. The drivers said they had no way to contact the command center. The command center could see where the buses were, thanks to GPS, but the drivers could not get anyone from the command center to pick up. This raises a public safety issue.
A: Drivers should have access to communications with dispatch at all times. There is a button that they press, dispatch calls them and they pick up phone to speak to the dispatcher.We will investigate this right away to ensure good communication and will remind all drivers of the protocol for engaging dispatch.
Q: One man only had a $10 bill and was told it was exact change only. A fellow commuter gave him two $5 bills, but the fare was $2.75. Where will the (extra)$2.25 go? He won’t get it back. Does Transdev get it? Does the state?
A: The service is for exact change only as drivers have no ability to make change on the vehicles. If we get the contact information for the impacted person, we can issue a refund of the overpayment.
Q: Why is there no mechanism to make change?
A: The fare boxes are not set up to make change and exact cash fare is required. Other methods of payment include the GoMobile app, the Ticket Vending Machine, and SuperSaver/Hudson Saver ticket books.
Q: The driver said he was told that he could not use Route 119 from Tarrytown to White Plains in heavy traffic unless there is a major accident. Why, when 119 is faster in heavy traffic and when there are no stops on 119 anyway, would it matter which way he got there?
A: All bus routing and stops were carefully reviewed with the State and the LHTL (Lower Hudson Transit Link) working group after engagement with the communities they serve. The interactions with the communities determined the routing that would best serve the public. That said, we are always open to engaging further and ensuring that we offer the best solution possible to our communities.
This interview has been edited and condensed.
