As noted in the press, NYC Transit has been passing out “rider report cards” on its subway lines to gauge customer satisfaction. Most TSTC staffers happen to be NYC Transit customers as well. So how satisfied are we? The fifth in a series of answers to that question comes from staff analyst Michelle Ernst, who gives the E train a grade of C.
Home: Spring Street/SoHo
Work: 34th Street/Penn Station
4 Stops/15 minutes
I admit I have a relatively easy commute, especially in comparison to some of my colleagues who face long delays and torturous rides. I can take either the C or E train from Spring Street, though as Ryan noted in his report card, the E train runs much more frequently.
Because the E originates downtown, there are usually plenty of seats on my way to work, at least until we get to West 4th Street and pick up the flood of commuters from the F/V/B/D lines. Still, I listed “adequate room on board at rush hour” as my top priority, maybe as a show of solidarity to the riders who pack in the train at West 4th and 14th Street. And my return trip is usually standing-room-only, even after the bursting trains empty out at Penn Station.
My other primary complaints are about the poor communication to riders. Sometimes it seems as if the station managers maliciously wait until a train is pulling into the station to make an important announcement. You can almost see them laughing as they do it. But even when the announcements are audible, they are often not remotely helpful. I don’t think anyone really cares about the cause of a delay, whether it be a signal malfunction, a sick passenger, or police activity. Riders just want to know how long they will have to wait until the next train arrives so they can decide if they need to find an alternate way to get to work.
The rush hour station manager, at least at Spring Street, often seems as poorly informed as his passengers. I recall a grueling commute over the summer in which he repeatedly assured us that a train would be coming in 10 minutes. Thirty minutes later, even he wasn’t buying that line, and he finally herded us out of the station with transfer tickets and directions to walk over to the 1 train.
At least he was apologetic and courteous. I’ve had plenty of frustrating experiences with station managers. Last month, after a MetroCard machine ate my $20 (after refusing my credit card), the station manager I complained to told me the machines were not his job. He wouldn’t even post a sign warning people away from that particular thieving machine.
I’ve become keenly aware of the state of subway elevators in the last two and half years since becoming a mother. Elevators seem to be out of service just as often as they’re in service. And fixing them apparently isn’t a priority, with posted signs saying the repair will take months if not longer. Carrying a child in a stroller up and down stairs is just no fun. But at least I have that option. I can’t imagine what it must be like for people using a wheelchair or otherwise unable to climb the stairs.
Overall, I give the E train a C grade.