The Herald of Everett, Washington
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Published: Wednesday, December 4, 2013, 12:01 a.m.
Community Transit

Customer service needs some work

I am Community Transit rider with disabilities. I have a service dog.
Several times, I have been treated with less than due respect by drivers because of my service dog.
CT has rules about service dogs and how they are to be placed, but many of their buses because of the way they are built, do not allow for this to even be possible.
Many times I have been treated with less than proper respect, even to the point of drivers breaking CT's own operator rule book in regards to how to treat passengers.
Recently I made a complaint about a driver who was very rude to me. I did not trust the answer I was given, so requested through public records to see the internal emails about the incident.
One very telling email written by the ADA coordinator herself states that ADA training was "not very good" and called CT riders "angry and unpleasant people." I was shocked.
I was also told in answer to my complaint that a "bus driver's job is to be on time ..." Nothing about customer service.
Community Transit has a lot to answer for in the way it really feels about and treats its riders. There needs to be more transparency in what is actually being done in regards to driver responsibility and customer service practice and training. They don't even follow their own operator's manual.
Mike Bergeson
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Herald Editorial Board

Jon Bauer, Opinion Editor:

Carol MacPherson, Editorial Writer:

Neal Pattison, Executive Editor:

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Feel strongly about something? Share it with the community by writing a letter to the editor. Send letters by e-mail to, by fax to 425-339-3458 or mail to The Herald - Letters, P.O. Box 930, Everett, WA 98206. Include your name, address and daytime phone number. (We'll only publish your name and hometown.) We reserve the right to edit letters, but if you keep yours to 250 words or less, we wonít ask you to shorten it. If your letter is published, please wait 30 days before submitting another. Have a question about letters? Contact Carol MacPherson at or 425-339-3472.