BOSTON (MyFoxBoston.com) -- An apology from the company that runs the MBTA commuter rail service came after weeks of delayed service, no service and poor communication.
âWe recognize communications with our passengers during this difficult period has fallen short and for that reason we sincerely apologize," according to a statement from Keolis, the rail operator for the MBTA's commuter trains.
Governor Charlie Baker met with the top leaders of Keolis Wednesday, the French transit company which took over commuter rail operations in July.
âWhatever the service level is at night, it better be than the next morning,â Baker said. âThe public needs to be able to stand on the platform and know what the story is with respect with the trains.â
Now, Keolis is offering not just an apology but a plan.
They will put more people on tracks to clear snow from tracks and switch points, and get help from the state to get more snow removal equipment in place.
FOX25 asked why it took so long to get to this point and have a meeting with the governor.
âI don't think it was. I think we were in touch with the T for a very, very long time,â said Keolis spokesperson Mac Daniel. âThey're our conduit."
Daniel added that Keolis will be a better conduit of information to riders.
âOftentimes during the past week, we've had one person to relay all of the T alerts for the north and south side.â
Keolis, Daniel says, will now staff up those positions to ensure they're communicating accurate information more consistently.
âWhen you don't know if a train is going to be there and temperatures are below zero, that's an awesome responsibility,â said Paul Regan. âThey need to communicate better with their customers."
Regan says the communication component is crucial to restoring rider confidence â and the governor's.
âI'm sort of done with excuses,â said Baker. âI want to know what's being done.â
Said Keolis spokesman Daniel, âI think we're done with excuses, too. We agree with the governor.â
Keolis was fined in November and December, long before the big winter storms. And the MBTA hit them with a third fine for nearly half a million dollars in January. Paul Regan with the MBTA advisory board says performance issues have already cost Keolis nearly $2 million in fines, plus the latest fine of $434,000, the maximum monthly fine for missing on-time performance marks.