What Metro Learned From Today
Early this morning, MetroLink experienced a failure in the overhead power system. Unlike most failures, this one caused power outages at a number of locations between Grand and Emerson Park Stations. As a result, MetroLink service was delayed, and bus bridges from Emerson Park Station to Grand Station were used to move customers. This occurred during the morning rush hour, and many people traveling the system were affected. All available Metro resources were deployed to work through the problem. Thank you to all of the employees who worked together to keep the system going and fix the problems as quickly as possible.
Delays due to mechanical problems will occasionally happen despite the most aggressive preventative maintenance efforts. However, we heard from many of you that our communication to the customer should be better, especially to those on the ground who are trying to figure out what is going on. We received letters, phone calls and online communications from many customers, some positive, but many more expressing frustration with our response to today’s incident.
We want you to know that we are listening. We hope to take the concerns and experiences that you have shared with us to improve the process of getting information to you, especially during unexpected problems. We heard that you wanted to know more about the problem more quickly, specifically the cause and extent of the delay. We also heard that you wanted more information from the Metro operators and security guards on your bus and at transit centers. We know that you these situations can be confusing and chaotic, and we know we must work to better communicate the situation with our customers.
We sincerely apologize for all of our customers who experienced frustration today, and we appreciate all of the honest feedback. Please know that many people will be working to learn from today, and trying to incorporate those lessons into future solutions.
St. Louis Metro Transit