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WILTON, Conn. The criticisms that commuters have voiced over the years are finally being heard. After months of negotiations, we finally have a "Customer Service Pledge." This pledge was a unified team effort by local officials, first responders, the CT Rail Commuter Council and the Department of Transportation to ensure a clean, comfortable and safe commute for all passengers.
DOT Commissioner James Redeker deserves credit for the level of attention he brought to this matter, often taking phone calls from commuters personally and always taking their point of view seriously. Most of all, this pledge is a credit to those passengers who expressed their frustrations with the state of rail service in Connecticut by writing, emailing, calling or testifying at our public hearing in Westport.
One woman, who had experienced severe panic while seven months pregnant in a closed 105-degree stranded train, emailed her testimony to us just after she delivered her baby. From this strong feedback, I was able to develop a document that served as a template for our commuter council and the MTA. It evolved into a new customer service pledge from the MTA, not only in Connecticut, but on all their railways.
After years of complaint fatigue, passengers should take solace in the renewed commitment by rail management that they will be treated as paying customers that deserve good service.
To read the full pledge, click here.
State Sen. Toni Boucher
Boucher, a Wilton Republican, also represents parts of New Canaan, Weston and Westport.
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