Connections at Secaucus Junction must be protected!
This afternoon [April 15] I was seated aboard Train #3247, which was scheduled to depart from NY Penn Station at 1:43 PM. This is the “scheduled connection” for Pascack Valley Line Train #1621, the 2:00 PM departure from Secaucus Jct. Almost immediately, the conductor announced that due to a mechanical problem the train would be delayed in leaving, however “mechanical” was on the scene.
I immediately proceeded to where the conductor was standing on the platform and asked whether the connection at Secaucus Jct. would be protected. He said that he did not know, but within a minute, a man who informed me that he was a supervisor told me that it would be protected. It is my fault that I did not get his name, but unfortunately I trusted his response. Train #3247’s conductor then made a PA announcement that the connection would be held. I overheard the crew talking to each other and saying that the problem was known before they got to the train.
The train finally departed at 1:59 PM and I called Secaucus Jct. Customer Service, and was told that they could only hold the train for five minutes. I related what the supervisor had told me and asked that they hold the train, as the following train would result in a two-hour wait.
Upon arrival at Secaucus Jct., I checked the departure board and found that the train had already departed. The only thing that I could do was to go to Customer Service to inquire why the train had not been held when I was assured that it would be held. There were a number of personnel in the office and all that I kept hearing is that they cannot hold trains for more than five minutes and that I should make my complaint to customer service. There was one woman who I felt treated me rudely.
As I turned to leave, I noticed that there were two NJ Transit Sergeants and a police officer in the office. I believe that this was an over the top response for them to have been summoned.
To say that the 2-hour delay caused a great inconvenience to me is to understate how important maintaining connections are, especially when a there is a two-hour headway. In my opinion, maintaining connections is the weak link when there are delays on trains departing New York.
As a transit professional with over 40 years of experience, it is my recommendation that the “5-minute” hold policy needs to be revisited and exceptions must be made for cases where customers would be forced to wait for an inordinate amount of time. I have been a commuter for many years and can remember a few occasions when connecting trains were held for more than five minutes. Today, certainly would have qualified for that exception. That would have been GOOD CUSTOMER SERVICE!
Thank you.
Randy Glucksman
