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Rail News: Passenger Rail

NJ Transit adopts a more passenger-friendly approach


To place passenger satisfaction at the forefront, New Jersey Transit plans to begin considering customer needs when making day-to-day decisions.

As part of a "Back to Basics" initiative, NJ Transit expects to improve customer service based on recommendations made by the agency’s Customer Service Task force, which recently surveyed 1,500 passengers and 100 employees.

"I am absolutely committed to achieving a new level of vigilance about service delivery," said NJ Transit Executive Director George Warrington in a prepared statement. "This is not a marketing program, nor is it an internal gimmick that will end in six months. This is about changes that have staying power."

Some services already in place include relaxed identification requirements for senior citizens, state-of-the-art signage, online monthly pass sales and a more user-friendly Web site.

On April 27, NJ Transit plans to add 11 weekday, three Saturday and 11 Sunday trains as the agency begins phasing in the Secaucus Transfer Station.

Other changes that might take longer to implement include overhauling the Transit Information Center’s automated phone itinerary planner, and adding other trains, seats, trips and parking spaces.

Contact Progressive Railroading editorial staff.

More News from 4/17/2003