Quiet Car Enforcement

Dear Editor:

So once again here I sit on a New Jersey transit train on my evening commute from New York City's Penn Station to Rahway, NJ via NJ Transit's 521pm South Amboy local in car 6516. I pay $248 a month or $2976 annually for what should be a relaxing ride. I and many fellow passengers attempt to enjoy the peace and solitude of the new "quiet commute" cars NJ transit has instituted in the past year or so. We ride NJ and entrust our safety to the employees of NJ Transit and the state of NJ.

Why is it that lately the conductor on this train, and many other quiet commute trains as reported by friends, is stating that the "quiet commute" car policy is a passenger enforced policy? Why should I or my fellow passengers have to put our safety on the line and tell fellow rude passengers how to behave in the "quiet commute" cars? In these times one never knows who is packing a gun, knife or other weapon. The NJ Transit signs in these cars clearly state "Our train crew is protected by the law of the state of New Jersey. Assault on a train crew member carries a prison term up to 5 years, and a fine up to $7,500." I and my fellow passengers do not see any guarantee of the safety of fellow passengers who "enforce the quiet commute car" policy.

Shouldn't this enforcement be the responsibility of the men and women of NJ Transit trains who are paid by taxpayers and commuters? As if this is not enough, friends and I occasionally witness rogue conductors who do not even practice this policy but instead engage in loud obnoxious conversations in these quiet cars with passengers and fellow NJ Transit employees alike. Is it me or shouldn't these public servants step and perform the services they are paid to perform?

Sincerely,

Bob Bresenhan,Jr.

Rahway, NJ 

(The author has commuted between NYC and NJ on NJ Transit buses and trains since 1986 and is also a Rahway City Councilman)

Dear Mr. Bresenhan:

Thank you for contacting NJ TRANSIT’s Board of Directors regarding our “Quiet Commute” policy enforcement. I have been asked to respond on the Board’s behalf.

I apologize for any negative experience you have had due to the circumstances described in your correspondence. I shared your information with the appropriate Rail Operations Management to ensure that the proper on-board announcements and protocols are being followed.

Train crewmembers are equipped with “Shhh” cards, which are essentially business-cards outlining the “Quiet Commute” etiquette. As a gentle reminder, a crewmember is supposed to dispense these cards to a customer who may be unaware they are on a quiet car, or may not be conforming to the outlined etiquette. If you believe a crewmember has not performed his or her responsibilities, I respectfully encourage you to contact us directly. Please note the details of your trip, including whether you were in the first or last train car and any identifying information concerning a particular employee, so that we may initiate the necessary corrective action. As we continue to increase the effectiveness of the Quiet Commute initiative, we ask for our customers’ cooperation and courtesy. Your efforts, along with those of our crewmembers, will ensure the success of this program.

Once again, thank you for writing and for your continued support of NJ TRANSIT and public transportation.

Yours truly,

Anthony M. Grieco
Senior Director, Customer Service and Transit Information

Dear Mr. Grieco

Thanks so much for the response.

I am sending this picture from this evenings 523pm South Amboy local ex NYC Penn in last car #5340.

The conductor in here is wonderful, always courteous and smiles and friendly to your guests.

The conductor expressed to me this evening, as I entered the train, that she was trying to remind the loud passengers that this is a quiet car. I told her she needs the quiet commute car business cards and the signs other conductors hang in their cars. How can she get these? Aren't each quiet car conductor or equipment supplied with the quiet card paraphernalia to support this program? If not I highly recommend that this would be a good idea/policy.

Sincerely,

Bob Bresenhan Jr.

On Jul 30, 2013, at 5:55 PM, "Bob Bresenhan Jr." wrote:

Thank you, thank you, thank you!!!

I am on the 523pm Perth Amboy local ex NY Penn car 6028 and was very happy to hear the new standardized "Quiet commute car" announcements as we departed NY Penn, Secaucus, Newark Penn, EWR, and so on.

This is wonderful and leaves room for no interpretation or discretion from a conductor!!!!

Thanks so much for instating these new announcements!

Sincerely,

Bob Bresenhan

Mr. Bresenhan,

You're quite welcome! We appreciate your feedback, which allows us to make improvements to the customer experience. I'm glad we were able to make a positive difference in your commute. Thank you again for writing and enjoy the rest of your week.

Sincerely,

Anthony M. Grieco

Sr. Director, Customer Service

NJ TRANSIT

Dear Editor:

I am following up my recent letter to the editor you published that was directed to NJ Transit and their efforts to operate the "quiet commute cars" in an effective manner.

Since publishing this letter, I am happy to announce that effective this week NJ Transit has instituted new automated "Quiet Commute Car policy announcements" on trains operated within the morning and evening rush hour. These new automated announcements are played at each stop and make boarding customers aware of the policy in place. These new automated announcements offer a consistent message that offers no room for human error, misinterpretation in delivery, or lack of clarity.

Thank you to the NJ Transit Board of Directors, Mr. Anthony Grieco and the NJT and administration for their swift action in addressing this matter.

Sincerely,

Bob Bresenhan, Jr.
Rahway, NJ 

(NJ Transit Rail and bus commuter since 1986 and member of NJ Association of Rail Passengers)