SF BART Leaders Ride Trains to Rebuild Trust
BART managers ride trains with passengers to gather feedback on service quality
BART Managers Ride Trains for Rider Feedback
BART managers are riding trains alongside passengers to gather direct feedback about their daily commute experiences. The transit agency launched the Managers on Board initiative in December, officials said. Robert Powers, General Manager, said the program allows leadership to see firsthand what riders experience every day. The initiative covers BART's 50-station system serving the San Francisco Bay Area, though officials haven't specified how many managers are participating.
Building Trust Through Direct Engagement
The program represents BART's effort to rebuild ridership and improve customer service following pandemic-related declines that saw ridership drop to as low as 5% of pre-pandemic levels in March 2020. Transit agencies nationwide are increasingly emphasizing direct customer engagement as part of ridership recovery strategies, according to the American Public Transportation Association. Ian Griffiths, Policy Director at Seamless Bay Area, said direct engagement between transit leadership and riders is essential for building trust and understanding real needs. Officials haven't detailed specific metrics for how feedback will be collected or tracked.
Managers Observe Real-Time Conditions
Alicia Trost, Chief Communications Officer, said the agency wants riders to know their voices matter and that having managers ride trains creates opportunities for real conversations about what's working and what needs improvement. Managers will ride during various times to observe conditions and engage with passengers, though officials didn't specify the frequency of rides or which routes will be prioritized. The initiative allows management to experience the same conditions riders face daily, from crowding and cleanliness to safety and service reliability. BART operates 131 miles of track across the Bay Area with average weekday ridership that reached 411,000 before the pandemic.
Program Follows Industry Best Practices
The Managers on Board initiative follows similar programs at other major transit agencies, including New York's MTA leadership rides program launched in 2019 and Washington's Metro Forward customer engagement efforts that began in 2021. BART announced the program December 2, though officials haven't said whether it's a pilot initiative or permanent program. The agency didn't provide a timeline for how long managers will continue the rides or when results from the feedback will be implemented.
Riders Can Share Concerns Directly
The program gives riders direct access to decision-makers who can address concerns about service quality, safety, and system improvements. Transit advocates said this kind of direct engagement is exactly what transit agencies need to be doing to improve customer experience. Riders can share feedback during these encounters or through regular channels. Moovit provides real-time updates and service information for BART routes throughout the Bay Area.
