Massachusetts Bay Transportation Authority (MBTA) Customer Service Issues

I commute daily on the orange line for work. Lately, I've noticed a decline in service quality despite the fare price remaining the same. Yesterday, there was an 18-minute gap between trains during rush hour at 7:45 a.m. Evening delays are frequent, with waits up to two hours at times. The overcrowding due to 20-minute wait times between trains is unacceptable. Today, I witnessed a crowded platform with a stationary train that wasn't boarding passengers. It's frustrating having to rely on Lyft or Uber due to broken trains causing disruptions. I hope for a prompt resolution to these issues, as continued poor service is disappointing. I seek a response and further action may be taken if these problems persist.

This is the fifth time I've had an issue boarding bus #91 to Sullivan Station. The driver keeps telling me to get off, but the first time it happened, I thought he was speaking to someone else. Unfortunately, he meant me and said I couldn't board the bus. I can only take the 91 bus as I need to go to Union Square, Somerville. I have a $30.00 monthly pass. Currently, I'm at the corner of Broadway and Prospect St. in Cambridge, trying to go inbound to Sullivan Station, but the driver of bus #[redacted], who also denied me boarding, is the same. I asked the driver at Central Square to explain the problem but got no answer. I'm hoping to find a mediator who can help me communicate with the driver to understand the issue and resolve this ongoing inconvenience respectfully in the future.

I am frustrated with the train operators on the red line to Alwife closing the doors right in front of me. As a person with a disability, having the doors shut in my face is disrespectful. This has happened four times already, and while I understand there are rules, I have witnessed other operators reopening the doors for individuals. This time, even though the operator apologized, I was right there when the doors closed. I would appreciate a response explaining why the doors couldn't be reopened in this situation. Thank you.

On June 4th, I rode the [redacted] MBTA bus in Woburn, MA with my senior Charlie Card that needed funds. I inserted $20 into the fare box, but the fare wasn't added to my card. Despite the driver's attempt to report the issue, the transit master was broken. I called the provided number and explained my situation, expecting the credit to reflect my senior card discount. However, the $20 refund went to a full fare Charlie Card instead. I submitted an online customer service report (Incident [redacted]) to request transferring the $20 to my senior card for the correct fare. They want me to visit the Boston Downtown Crossing office with both cards, which is inconvenient and costly for me. I believe this process is unfair due to their malfunctioning equipment causing the initial problem. I proposed receiving a new $20 Charlie Card to avoid the trip to Boston, but they insist on an in-person transfer. Your assistance would be greatly appreciated with this matter.

I was at the City Point Bus terminal at 5:21 pm on Friday to catch the Otis Street bus, specifically bus #7. While waiting, buses #10 and #9 passed by, offering me a ride which I declined. When bus #7, number [redacted] arrived, I signaled for it to stop. The driver commented, "EVERYDAY" which caught me off guard. I mentioned that I was waiting for the #7 bus as I boarded, to which she responded with a simple "OKAY". I have noticed this behavior from the same bus driver before. Even though she is aware that I ride her bus daily around the same time, I still have to flag her down and deal with her attitude each time. Unfortunately, the intercom does not provide her identification number.

On Wednesday, July 26, [redacted], at around 11:10 a.m., I inserted $20.00 into the Charlie Card machine at the Alewife (Russell Field side) Red Line station. After waiting for several minutes, the screen indicated it couldn't process the transaction to update the card or issue a new one, and it canceled the transaction without returning my $20.00 bill. I searched for a station employee in a red shirt but couldn't find one. I then spoke to a "motor" employee named Orlando wearing a blue shirt and vest on the platform, who suggested seeking assistance at my destination stop, Park Street. Unfortunately, I couldn't locate any red-shirted employee at Park Street nor at my final destination, Arlington St (Green Line). I kindly request a refund of the $20.00 or for a new Charlie Card preloaded with $20.00 to be sent to me. Thank you, Carolyn Callender.