Business ProfileforPittsburgh Regional Transit

The **** Flyer O1, 7:50 A.M. bus has not been running timely for MONTHS now. This morning it did not show up again and the next one at 8:10 did not show up. I called customer service, the individual I spoke with (who could have cared less) then also informed me that the 8:20 and 8:37 bus was not coming either. The 8:37 is the last bus into town for the morning commute. There was probably about 50 people waiting at the park n ride for the bus and I was the one who had to inform them the bus was not coming! Why is that my job, you should have someone from the company out at this stop informing people if you cancel 4 buses in a row at a large bus stop like a park n ride!!!! This is the most poorly run scheduling I have ever seen. The individual in customer service said he cannot help it and does not know until the day of if they will have a driver or not. He told me to check ******* for bus info! I do not have a ******* Account nor do I want one to checking each morning for a bus status. If you have a bus schedule, you should stick to it. I can understand one offs, but this on a daily basis! It is horrible how PRT treats their customers.

August 26, 2023 Please allow this correspondence to serve as Port Authority of Allegheny County d/b/a Pittsburgh Regional Transits (***s) response to Review ID #****** filed with the Better Business Bureau by the customer on or about August 16, 2023. The review as it relates to *** states the following: The **** Flyer O1, 7:50 A.M. bus has not been running timely for MONTHS now. This morning it did not show up again and the next one at 8:10 did not show up. I called customer service, the individual I spoke with (who could have cared less) then also informed me that the 8:20 and 8:37 bus was not coming either. The 8:37 is the last bus into town for the morning commute. There was probably about 50 people waiting at the park n ride for the bus and I was the one who had to inform them the bus was not coming! Why is that my job, you should have someone from the company out at this stop informing people if you cancel 4 buses in a row at a large bus stop like a park n ride!!!! This is the most poorly run scheduling I have ever seen. The individual in customer service said he cannot help it and does not know until the day of if they will have a driver or not. He told me to check ******* for bus info! I do not have a ******* Account nor do I want one to checking each morning for a bus status. If you have a bus schedule, you should stick to it. I can understand one offs, but this on a daily basis! It is horrible how *** treats their customers. Upon receipt of the notice of the review from the Better Business Bureau, *** investigated the circumstances of the customers contacts with ***. Below are ***s findings: ***s **************************** investigation confirmed that the customer had a discussion with a customer service representative the morning of August 16, 2023. While *** has no formal record of the customers conversation, **************** was able to confirm that the 8:37 A.M. bus into town was not cancelled. *** regrets if the customers interaction with the customer service representative was not to the customers satisfaction. Although *** cannot release specific information pertaining to personnel matters due to their confidential nature, *** can confirm that customer service best practices were reviewed and reiterated with the customer service representative who took the customers call. With respect to ******* (now known as X) notifications, *** regrets if the customer is dissatisfied with ******* as a notification method for bus route cancellations; however, this free to the public service, is currently the sole method of notifying the public of such cancellations. *** has other apps available for bus route tracking including the *** True Time app which can be found at: ********************************. ***s ******************* also investigated the issues with back-to-back service cancellations as noted in the customers review. As a result, Operations coordinated with its staff to focus on minimizing back-to-back service cancellations. Unfortunately, ***, like much of the nation, is still acutely affected by post-pandemic staffing shortages, and as a result, *** has had situations when a regularly assigned operator is off where there are no qualified operators qualified on the subject route available to operate the service in a back-up capacity. However, *** continues to aggressively recruit new operators and review and adjust its schedules and services to best align with its anticipated operator levels. *** regrets that the customer was unable to utilize ***s bus service as intended; however, it is noted that, of the buses that were scheduled on the **** Flyer 01 Route, the majority arrived on time with many delivering their passengers to their destination early. *** encourages the customer to continue to utilize the ********************** system, and to bring any additional concerns to ***s attention though ***s **************** Department, as the customer did in this instance. If the customer has further questions about this response or incurs additional issues with the transit system, they are encouraged to contact ***s **************** Department which can be reached at ************* Weekdays 6 a.m. 7 p.m.; weekends and holidays 8 a.m. 4:30 p.m.).