For many years, I have used the Metro, Washington, DC's subway system. Until my current job, I rode the Metro everyday and complained about it everyday. A couple of months ago, it was reported that the Metro Board of Directors did not ride the Metro. One was even quoted saying something like if she did, she wouldn't make her meetings on time, etc.
Metro has serious problems with its service and customer service. These problems have been well documented. As the system approached 30 years of age, it finally dawned on the metro Board to have an advisory panel of people who actually ride the subway. Duh!!!
"The focus on riders follows a similar pledge by transit officials in November to get "back to basics" and reconnect with users who ride crowded trains and who have suffered through a series of breakdowns, accidents and other service problems."
The funny thing about the Metro system is that it makes terrific money, probably on the scale of tens of millions of dollars a day. But the managers of the system can't seem to get their head out of their butts long enough to realize that many serious problems exist. Put this way, if Metro were a real business, it would have replaced its management about 20 times in the past 10 years.
Rider Panel to Advise Metro on Service (washingtonpost.com)
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