NJ TRANSIT Customer Advocate

I am sorry about your experience. NJ TRANSIT is always working to improve the app and customer information is still one of my priorities. Feel free to share your concerns to the Customer Service team as well: njtransit.com/contact/customer-service

Sorry to hear this. We can definitely do better to communicate last minute bus detours.
Do not hesitate to report that type of issues to the Customer Service team: njtransit.com/contact/customer-service

I’m sorry to hear this. I’ll share your comment with the rail team. Hope your next experience will be better.

Like I said, more to come soon on the fare side 😉

It’s not “one instead of the other” — both go hand in hand, and NJ TRANSIT is working on both fronts. That said, with the current funding situation, maximizing revenue has become time-sensitive.

The NJ TRANSIT management team is reviewing various options to maximize revenue, including improvements to fare collection. All options are being considered, and the team is working closely with train crews to enhance fare collection compliance.

Thank you for your feedback, Matt. This is being considered as part of NJ TRANSIT Fare Modernization program.

Thank you for your feedback, James. We’re reviewing fare rationalization plans and exploring potential new fare options. Hopefully, we’ll have some updates to share soon.

One major positive news came out of the Board meeting last night: As part of its fleet modernization effort, and after the order of 374 new rail cars, NJ TRANSIT Board of Directors authorized $917 million to overhaul its existing fleet of 429 Multilevel railcars.

ℹ️More info👉 bit.ly/4qYgmd5

Hi Jimmy — sorry to hear about your frustrating experience with Route #80. I don’t see a specific reason for these cancellations. I recommend sharing the details with our Customer Service team so they can forward it to Operations for review: bit.ly/3IjG1Lp

🛎️Have you already been asked to show your ticket before boarding the train? 🚆

What do you think of these random fare checks?

I'd love to hear your feedback! 💬

Was on the Atlantic City Line this morning — lots of leaves on the roads & tracks in green rural areas. After the rough service some experienced yesterday, especially on the M&E, a reminder that slippery rail is a common issue across the Northeast & beyond.

Learn more ℹ️👉 www.njtransit.com/aquatrack

🗓️ Join us this Wednesday, November 12 at 6 PM for the next NJ TRANSIT Board Meeting!

Want to share your thoughts? You can register to comment live — in person or by phone.

ℹ️👉 njtransit.com/board

I’ll be there too — always happy to hear your feedback and meet you at NJ TRANSIT HQ.

Good morning folks! 👋
I’ll be at Summit Station until 9:00 AM — come say hi!

Quick field trip to Dunellen this morning — Raritan Valley Line + trip back with Route 113 bus to PABT.

Anyone traveled this line/route recently? Would love your thoughts on the station or the trip experience!

🚍👂Hudson County heard rider feedback about boarding at bus stops affected by the new bike lane along River Rd.

They’ll make adjustments to ensure riders can board safely & accessibly. I’ll share photos of the new layout soon!

❓Any other spots I should check out❓

I have spotted some of the new buses in the wild since last week. Did you too?

Hi Cia — this sums up general concerns shared via my online form (bit.ly/433UBOR) and social media. You’re likely referring to Customer Service comments. I don’t review each one of those, but share monthly trends: bit.ly/4ogyhde. Feel free to share HBLR concerns & suggestions with me as well.

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I’ll be presenting:
• Rider concerns submitted in September
• Customer service metrics from last month
• Key updates

ℹ️ For more info or to register to make comments 👇
www.njtransit.com/board

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📢 The Operations & Customer Service Committee Meeting is Friday, Oct 31 at 9 AM.

It's a great chance to hear about service performance, operational updates, and what we’re doing to improve the passenger experience.

Open to the public: attend at NJ TRANSIT HQ in Newark or watch via livestream.

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🚐Access link

We saw a noticeable increase in concerns, particularly in Region 3 due to scheduling errors & in Region 6 where the new provider handled a high volume of trips for the 1st time. Most concern topics increased except technology issues & vehicle maintenance.

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🚌Bus

Bus concerns per 10k riders increased in September, similar to the spike seen last year partly due to heavy road congestion. Service-related issues rose above the annual average & overcrowding returned to the top 7. Cleanliness & vehicle condition concerns declined.

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🚋Light Rail

Light rail concerns per passenger dropped in September: down 5% from August and 2% year over year. Both HBLR & the River Line improved despite the operator transition. Newark LR saw a small rise in early departure complaints which have already been addressed.

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🚆Rail

The seasonal increase in concerns mirrors what we saw last year. This rise was primarily driven by the disruptions on the M&E following the derailment of a work train. The top 7 topics did not change much, although each category stayed below its annual average.

Ahead of the Operations & Customer Service Committee meeting on October 31, I’m sharing the Key Performance Indicators I present to the board—one for each mode 🧵👇

When you share your feedback with me on social or through the online form (NJTRANSIT.com/advocate), it does not sit on a shelf. I include it in my Customer Advocate dashboard so the Board sees what matters to riders.

I’ll be presenting the comments below at the CS Committee Meeting on Oct 31. 👇

If you need to escalate a personal issue or get help with a specific trip, please reach out to Customer Service — they’re best equipped to assist:

njtransit.com/contact/customer-service

🔹 By email: customeradvocate@njtransit.com

🔹 At public meetings & events: Committee and Board Meetings, Safety Blitzes, etc.

🔹 On the transit network: besides my daily train and light rail commute, I also ride all modes across the state — don’t hesitate to say hi if you see me!

Hi!

Aside from Bluesky, here are the best ways to share your feedback with me: 🧵👇

🔹 Online form: njtransit.com/advocate

I read & respond to all non–customer service comments (though it may take some time). Relevant feedback is included in my monthly report to the NJ TRANSIT Board of Directors.

River Line Light Rail vehicle arriving at Riverside Station in front of the Philadelphia Watch Case Company Building.

Thanks to all the River Line passengers who stopped by to chat at Riverside this morning!

Philly riders — it’s your turn tonight. I’ll be at 30th Street Station starting at 4 PM for the Listening Forum. Come share your feedback!