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

Snohomish

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