SF BART Leaders Ride Trains to Rebuild Trust

BART managers ride trains during commute hours to gather passenger feedback directly

BART Managers Ride Trains for Rider Feedback

BART managers are riding trains during commute hours to hear directly from passengers about their daily experiences, the transit agency announced Monday. The "Ride with a Manager" program puts senior leadership on trains across the system's 50 stations to gather unfiltered feedback and observe service conditions firsthand. Pamela Herhold, Assistant General Manager for Operations, said there's no substitute for being out on the trains and having real conversations with riders.

Building Trust Through Direct Engagement

The initiative reflects BART's broader effort to rebuild ridership and improve service quality following the pandemic, which saw average weekday ridership plummet from over 400,000 to under 30,000 in March 2020. Transit industry best practices emphasize the importance of leadership regularly using their own systems to understand customer experience, according to the American Public Transportation Association. Officials didn't specify how many managers are participating or how frequently they'll ride. The program aligns with similar efforts at other major transit agencies including New York's MTA, where leadership has regularly ridden subway trains to demonstrate commitment to rider experience.

Program Details and Scope

Chris Simi, Manager of Government and Community Relations, told reporters the program is about building trust and showing riders that BART is listening. "When managers take the time to ride the system regularly, it sends a clear message that we care about the rider experience and are committed to making improvements based on what we learn," Simi said. The agency didn't provide details about which routes managers will ride or specific schedules for the visits. Officials said the initiative allows them to see what customers see and identify areas for improvement across BART's 131-mile system.

Ongoing Initiative Launched This Month

The program launched December 2 and appears to be an ongoing initiative rather than a limited pilot, though officials haven't specified an end date. BART didn't release information about program costs or budget allocation. The agency said managers will ride during regular work hours as part of their operational responsibilities. Specific outcomes or rider feedback collected through the program weren't available, as the initiative just began.

What Riders Should Know

Riders may encounter BART managers on trains throughout the system during commute hours in coming weeks and months. The agency encourages passengers to share their experiences and suggestions directly with managers they meet on trains. Additional details about the program are available on BART's website at bart.gov. Moovit provides real-time service information for all BART routes and automatically updates when schedule or service changes occur.