NJ TRANSIT Rail Riders Not Happy, Survey Finds

NEWARK, NJ (CBSNewYork/AP) — Customers on NJ TRANSIT trains are not happy commuters.

The agency’s second customer satisfaction survey shows rail passengers giving an overall grade of 4.2 out of 10. That’s down from 4.5 in April.

The survey was conducted in August when a derailment outside New York Penn Station delayed riders.

Handling service disruptions was the biggest gripe.

1010 WINS’ Steve Sandberg with disappointed riders

1010 WINS’ Steve Sandberg spoke with some riders who had nothing nice to say about NJ TRANSIT.

“It’s constantly late, it’s always signal problems,” one woman said. “They don’t come on the intercom and tell us what’s going on.”

“Most of all the employees are the nastiest ever created on God’s green Earth,” another woman said.

NJT Executive Director Jim Weinstein says, “We hear what you’re saying, we’re listening, and we’re doing our damnedest to fix what’s broken.”

Earlier this week, there were several service disruptions of NJ TRANSIT trains.

On Monday, the Northeast Corridor, North Jersey Coast Line and Raritan Valley Line trains were delayed up to 30 minutes into and out of Newark Penn Station because of Amtrak signal and switch problems.

Then on Tuesday, Midtown Direct trains were either delayed or cancelled at the start of the evening commute because of Amtrak power problems in Kearny.

NJ TRANSIT officials are working on ways to get information to train crews so they can pass it on to passengers during delays.

Bus riders gave a score of 5.6, up one-tenth of one percentage point.

Some 68 of those surveyed said they would recommend NJ TRANSIT to a friend or relative.

Do you commute on NJ TRANSIT? What do you think of its service? Sound off below in our comments section…

(TM and Copyright 2011 CBS Radio Inc. and its relevant subsidiaries. CBS RADIO and EYE Logo TM and Copyright 2011 CBS Broadcasting Inc. Used under license. All Rights Reserved. This material may not be published, broadcast, rewritten, or redistributed. The Associated Press contributed to this report.)

  • aaa

    NJT had big pictures and large headlines on its website to justify the delays they had after hurricane Irene. You never see large pics or ads on all the other days that the trains are late. Not even a apology. The governor of NJT (Who is on the board) is responsible for the fare hike on NJT and PATH. He didn’t say 1 word against the hike. Doesn’t have to, he probably never uses public transportation. He uses the state’s helicopter probably. Both NJT and PATH are full of overpaid employees making ridiculous amounts of overtime which in turn they pass onto so they can live comfortably. NJT IS PATHETIC AND INCOMPETENT WITH THE RUDEST CONDUCTORS.

    • Walt Smith

      U ought to try & work for a railroad..ANY railroad. They’ve all cut back on employees & try & get along with the least amount they can. THATS why they get overtime….there’s nobody to cover the jobs so u have to work hours longer than 8 hrs.

  • Meme Meyagi

    what is done about 7 million mooslime terrorists living in usa?

  • Peter

    the bus service out of port authority is terrible as well!!!!!

  • kat

    It’s not always the fault of NJ Transit. Amtrak owns the tracks so any problem they have affects NJ Transit. Then Amtrak trains move first when the situation improves. My issues are with DISRESPECTFUL COMMUTERS on the Northeast Corridor line – they sit in “quiet cars” talking on phones or with buddies when they have five other regular cars they could sit in – and people from other countries have habits like picking their nose or feet. It’s changed drastically in the past 10 years.

    • Peter

      I love the ones that get on the bus and smell at 8:00am in the morning please take a shower !!!!

    • Charles

      Kat – sound like you drank the kool-aide. Every time that I encountered a problem while riding NJ Transit in/out of Penn Station/NYC…the first words out of the customer service person’s mounth was to blame AMTRAK…and this is before I was even able to explain the problem.

      I cannot tell you how many times, during a disruption, that the conductors say NOTHING after a train enters Secaucus Junction. The signs are wrong or displaying some advertisement. The train doors close with no announcement as to where the train is going…next thing you know…you are on the wrong train. I should not have to ask, “Where is this train going?” What if I was blind?

      NJ Transit’s main problem is their poor ability of information transfer. Commuters need information to make decisions…not excuses. Sadly, commuters get excuses, not information.

      • jeff

        Right – How much did it cost NJT to replace the perfectly good mechanical signs for the digital ones so they could sell ad space, which typically isn’t there anyway? This morning, the sign for Track 1 showed a test pattern. It was a major boondoggle. How many other brilliant spending decisions were made by NJT on the backs of commuters, who also are taxpayers, subsidizing the railroad’s incompetence!

      • Amused but not misled

        You seriously believe NJT’s main problem is not announcing today’s delay reason? My favorite lame excuse is the tracks are wet so the train slides too much (just today) so we must go slow.

        You seriously don’t think phenominal NJT mismanagement? The 2009 25% rail fare increase resulted in less rush hour trains, poorer connections. They are financially dying. Their financial lie is revealed- as they coyly announce they bought 1000 shiny new cars (we did not need) and a dozen more new engines. Who buys a 1000 new car when they are unable to pay their bills? These geniuses do.

        Nothing spent on redundant transformers( no more low Voltage issues), better signaling relay devices (evertime it rains they stop), and more feeders so if one line dies they can swap with out all the drama.

        Communications problems is the tail wagging the dog.

    • Amused but not misled

      There are many lines that AMTRAK does not own. Jersey Shore, Bergen line, Main Line, Montclair, Port Jervis, etc.. is all NJT’s boondogle.

      Talk about incompetence. The poor slobs that had Irene Wash out Port Jervis had to pic up the train in northern Bergen/Main lines. They trains were packed. Tiy would think with this going on for weeks they would have simply added cars so they could sit. NOT NJT.

      Nope, they are fixing the Port Jervis problem(I wrote them). And something as simple as putting a car or two more on the line for rush hour is NOT in their plans.

      This year is by far the NJT’s poorest in the 12 years I use both bus and train to commute to work every day.


  • Ed Hendricks

    I take NJT 190 bus out of Penn Station. I have to say that its horrible we always have lines about 4 days out of the week the buses are old and the seats are broken. I have suggested changing the gate bacause there are three main lines at this one gate but no one at NJT cares to listen which makes no sense because after 10:00pm the gate changes over to gate 413 for the 190 anyway..

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