NJ TRANSIT Customer Advocate

🛎️ Tomorrow, 3/10, I’ll be at Newark Penn Station 4:30–6:30 PM.

Spot the yellow vest & come chat about service improvement and share your concerns.

See you there!

I’m sorry to hear this. Could you share more details regarding the situation? Thank you.

👋 Good morning! I’m at Summit Station until 9 AM today. If you’re passing through, stop by to say hi and share your concerns.

Thank you CC, I’ll share your feedback with the bus team.

Great day connecting with South Jersey customers (& check on the new MyBus screens you asked for)! Had meaningful conversations along Route 554, including with passengers impacted by the midday rail disruption.

Tomorrow (3/5), I’ll be at Summit Station for the morning rush!

Hi CC. I am sorry about your frustrating experience on NJ TRANSIT buses. Could you confirm which route on are on? Pretty much all of our buses and drivers are already on routes throughout the state so it is challenging to provide additional services.

I’ll be at Hoboken Terminal until 7 PM — stop by and say hi before catching your bus, train, or tram!

Hi again Cia. The issue should have been resolved now. Let me know if you experience it again. Have a good day.

I got it! Thank you!

That is odd, I cannot either... Would you mind sending me an email directly: customeradvocate@njtransit.com

Have a good day!

Franck

4/4

🔶 Finally, I highlighted examples of how your feedback is directly shaping NJ TRANSIT passenger information improvement projects:

🔹 The new bus route status search bar
🔹 The new wayfinding signage plan for NY Penn
🔹 The upcoming NJ TRANSIT app update
🔹 The bus departure time display pilot

3/4

I also:

🔶Presented KPIs from the Customer Service database showing that all modes saw an increase in concerns per passenger in January

🔶Shared the feedback I collected in station before and during the Portal Bridge Cutover — including overcrowding, cross-honoring options, and closed cars

2/4

🔹 The suggestion to extend train station waiting room hours, when and where possible, during severe weather events

🔹 The lack of information during unplanned disruptions on the HBLR — the appropriate teams are addressing this, and we’re already seeing improvements

🛎️ Missed last Friday’s Operations & Customer Service Committee? Here’s what I reported 🧵👇

🔶Your concerns from the online form & social media including:

🔹The issues you experienced during the last 2 snowstorms

🔹The ongoing bus tracking information quality problems

Hi again, Cia. Would you mind sharing — via DM — the email address associated with your NJ TRANSIT account? I need it to investigate your issue. Thank you!

Hello Cia! Thank you for flagging this. I shared your comment and the screenshots with the IT team for their review. Have a great day!

🛎️ Regular PATH service in and out of Hoboken has resumed with delays!

🛎️🎫Customers with Main-Bergen & Pascack Valley Line tickets to/from Hoboken will also have their tickets cross-honored for travel from PSNY to Secaucus for further connections.

NJ TRANSIT trains making stops at Secaucus will be denoted with "SEC" on station monitors.

⚠️NJ TRANSIT M&E & Montclair Line Riders

PATH service to/from Hoboken will remain suspended through the evening. Consider these alternate options 👇

🚆Train: PSNY → Newark Penn → 🚊Newark LR to Broad St
🚆Train: PSNY → Secaucus → Hoboken
🚍Bus 126: PABT → Hoboken
⛴️NY Waterway Ferry: Midtown → Hoboken

🚋Taking a train from NY Penn to Newark Penn and connect to Newark Broad Street via Newark Light Rail is also is also an option for M&E, Gladstone and Montclair Line customers.

⚠️Your attention NJ TRANSIT riders

PATH service in and out of Hoboken is suspended until further notice. If you have to connect to that terminal please consider:

🚍Bus Route #126
🚆A train between NY & Secaucus and a connection with a train to Hoboken
⛴️NY Water Ferry service after 4pm

5/5

🚍Access Link

First, a correction: the overall number of concerns per passenger did not decline in December but remained stable. It stayed stable in January as well, down 1% compared to December. Service-related concerns & complaints about service providers slightly increased.

4/5

🚍Bus

Similar to the other modes, concerns per passenger increased strongly compared to December. The rise affected all categories and was largely driven by weather conditions — including salt used to address slippery conditions — impacting access to stops & bus cleanliness.

3/5

🚋Light Rail

After a relatively strong month December, the concerns-per-rider ratio increased again in January, rising above target. Station cleanliness and condition drove most of the increase, with seasonal issues affecting many exposed stations.

2/5

🚆Rail

After a modest decline in December, rail concerns per 10,000 passengers rose 35% in January. The increase across all lines was driven by severe weather, with extreme cold and a snowstorm causing delays, cancellations, and overcrowding.

1/5

🛎️ The Operations & Customer Service Committee meets tomorrow, 2/27, so I wanted to share January’s customer concern metrics.

Last month was definitely rough across all modes — and you made that clear to Customer Service. 🧵👇

👋 I’ll be at Secaucus Junction station from 5–7 PM today, 2/25.

Come say hello and share your thoughts on the recent storm and your experience during the Portal Bridge Cutover.

ℹ️ NJTRANSIT.com/portalcutover

🛎️❄️ Freezing temperatures overnight and light snowfall early tomorrow morning could make for a slippery commute.

Please take care when accessing stations or stops, and when boarding or exiting vehicles.

🔔 NJ TRANSIT update

Tomorrow, 2/25, train, bus, light rail & Access Link service will operate on a weekday schedule.

🔹All train lines (except ACRL) will operate on the Portal Cutover Schedule effective since 2/15

🔹The mid-day diversion will be in effect on the Atlantic City Line

ℹ️ bit.ly/4avpP5J

🛎️ On Friday, I’ll present your January feedback from my online form and social media to the Operations & Customer Service Committee.

Join us Feb 27 at 9:00 AM for updates.

You can also register to provide public comments:
ℹ️ NJTRANSIT.com/board