Riverside Line Letter

November 14, 2018

Dear Riverside Line riders,

RE:  September 28, 2018 Riverside Riders Letter

First, I would like to apologize that Metrolink has not met its commitment to provide reliable service. Thank you for sharing the concerns about your experiences while using the Riverside Line. I understand how the issues you’ve pointed out can be frustrating, given that you depend on Metrolink to provide safe, reliable service.

We received the letter from the Riverside riders, dated September 28, 2018, and have reviewed the concerns raised.   Below are responses to address your concerns. 

1. Discounted Fares: The current San Bernardino Line discount is a temporary promotion that is the result of a funding agreement between the Los Angeles County Metropolitan Transportation Authority (Metro) and San Bernardino County Transportation Authority (SBCTA) with the goal to increase ridership on that line. A similar discount for the Riverside Line would be more complex and require a funding agreement among the Riverside County Transportation Commission (RCTC), Metro, SBCTA, and possibly the Orange County Transportation Authority (OCTA). We will share your request with all of our partners, however we do not anticipate a fare reduction in the near future.  It is important to note that Metrolink has not increased fares in the last five years.
   
   
2. Riverside Switch: The hand throw switch at Riverside has been in place for many years and, as such, has not been causing any new delays.  The time necessary for trains to stop and crews to operate the hand throw switch is already built into the schedules.  However, this process can take several minutes and may represent an opportunity to enhance the infrastructure and improve service.  This would require the installation of a power operated switch.  This power operated switch would need to be connected to the signal system so it could be remotely controlled, allowing trains to pass without stopping.  This can be a fairly complex and expensive project.  SCRRA must work with RCTC, SBCTA and Metro to determine if funding is available to further advance this improvement to the tracks at the Riverside Station, which could reduce overall running times. 
    
3. Communication and PTC: As we operate on Union Pacific Railroad (UPPR)-owned tracks, there are times when we are informed of planned work at the last minute and are unable to provide notice (seat drops) in time. However we communicate on these issues through the website, social media, email alerts, blog posts, conductor announcements, and our call center. Recently, we received Board direction to prioritize resources to our field customer service program.  Customer service representatives will be deployed to impacted stations to notify passengers with as much advance communication as possible.
   
   
4. Station improvements: In Riverside County, the Riverside-Downtown Station has experienced significant ongoing improvements by RCTC to improve operations and safety.  Together with RCTC, we apologize for the inconveniences caused by these projects.  RCTC, in coordination with Metrolink, have used many tools to communicate with customers and minimize disruption, including fliers, electronic message boards, social media, website notices, and securing temporary parking locations.  We always strive to improve and welcome customer feedback on what methods of communication work best.
   
   
5. Parking: RCTC owns the Riverside – Downtown Station and any changes or additions to parking is determined and funded by them. RCTC has communicated to us that there are no near-term plans to add a parking garage to the Riverside-Downtown Station; however, RCTC is working on long-term plans to expand parking capacity.  In the meantime, RCTC monitors parking capacity on a daily basis and reports that parking is regularly available in the eastside parking lot.  Customers should plan additional time to park in the eastside lot in case the main lot is full.
   
   
6. Cleanliness: Trains are cleaned overnight to be ready for morning service and midday to be ready for evening service. Upon arrival at L.A. Union Station, some trains then “turn” into a different train. When this happens, there isn’t enough time for a full deep clean, but we do use a cleaning crew to conduct a quick sweep to make sure trains are still in acceptable condition. If you notice a cleanliness issue while on the train, please notify the conductor. If you are unable to locate the conductor, please report the issue to the Metrolink Customer Service Center at (800) 371-LINK (5465). The Customer Service Center is in direct contact with our Operations Center.  If you provide them with the train and car number (the car number is located above the doors at the ends of the car), we can act immediately.
   
   
7. Conductor communications: Conductors have many roles, primarily the safe operation of the train. Due to federal regulations, they are unable to monitor social media or stay on the phone with dispatch while attending to passengers. As such, we recommend using the Train Tracker and following our social media accounts to stay aware of what is happening when the train as the conductor may be focusing on other tasks.
   
   
8. Boarding issues: The conductor and engineer must complete safety briefings and operational procedures before passengers can board the train. At originating stations, trains should be ready for boarding at least 10 minutes prior to departure but the time it takes to perform the pre-departure safety/operational procedures varies among staff and also depends on train turn times (arrival then departure as a different train). When possible, conductors should make every effort to board passengers as expeditiously as possible and late departures are unacceptable. We have notified our conductors about this concern. 

I appreciate the time and effort you’ve taken to write this letter with your shared concerns. Your concerns are important to the Metrolink Board, Executive leadership and our staff. I will work with our operations and communications teams, rail partners and Board of Directors to determine appropriate solutions to make your experience better.

I thank you for your continued ridership and these concerns have been shared internally so that we can begin to make positive changes on the Riverside Line and look forward to continuing to work with you. 

Best Regards,

Andrew F. Kotyuk
Chair, Metrolink Board of Directors