Page 1 of 1 SIP # 276646 Service Improvement Process Event Date: Tuesday 5/19/2009 Time: 01:15 pm Reported: Tuesday 5/19/2009 Closed Status: 05/19/2009 Summary: Operator commendation Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: Claudeen Notes: wonderful bus operator very helpful goes above and beyond Equip. Class: Bus Train: Route: 54 License: Veh No: Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Code : 1.20 Non ADA related commendation Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 276676 Service Improvement Process Event Date: Friday 5/15/2009 Time: 07:00 pm Reported: Tuesday 5/19/2009 Closed Status: 06/19/2009 Summary: didn't like the way operator interacted w/family that had crying baby Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: BTC Equip. Class: Bus Train: Route: 76 License: E-211174 Veh No: 2318 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, older. Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: The customer said that a baby was crying. Said if she couldn't settle baby down that she'd have to get off of the bus. Opr. stopped bus for 7 mins. Customer said he talked to the bus driver that it was o.k. & they didn't mind the noise from the baby - it was minor. The driver said she couldn't deal with it. The customer said the driver scared the family, a lot of the other riders disputed the driver. The caller said it was a concern. Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 278105 Service Improvement Process Event Date: Wednesday 6/03/2009 Time: 09:30 pm Reported: Thursday 6/04/2009 Closed Status: 06/11/2009 Summary: Inappropriate behavior from operator Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Beaverton TC South Equip. Class: Bus Train: 7669 Route: 76 License: E235914 Veh No: 2909 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: I ride the 76 bus nightly, from Beaverton TC to Tigard... yonight, Wednesday 6/3/09, there was a driver who parked at Beaverton and closed the bus for boarding for a break. When a passenger informed her that the driver usually lets passengers board, she just said no and locked the bus. She acrtually returned aqnd left on time, which is rare. She made an unscheduled stop to purchase a drink from a convenience store, tqaking almost 5 minutes. Then she failed to stop at a scheduled stop for prople who had rung for the stop, and after they yelled for her to stop, she didn't until the next posted stop. The passengers did overreact, but they were somewhat justified... this bus idoes not have properly trained drivers. Al this week, schedules are either disregarded or modified upon the whim of the driver. GET YOUR DRIVERS TRAINED!!!!! Code : 5.30 Driving Behavior 5.40 Personal Behavior Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 279515 Service Improvement Process Event Date: Friday 6/19/2009 Time: 04:51 pm Reported: Friday 6/19/2009 Closed Status: 06/23/2009 Summary: pass up Org: TriMet County: Received Via: Telephone Answer Needed: Verbal Street: Direction: Stop: sunset tc Outbound Equip. Class: Bus Train: Route: 20 License: Veh No: Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: customer was running for the bus caller saw the bus coming, customer waved the bus down the caller was really close, the bus was stopped at the light the operator shook her head at the customer and drove off customer felt the operator should have waited for her Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Code : 5.60 Service Delivery Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 279550 Service Improvement Process Org: TriMet County: Received Via: Internet Answer Needed: E-Mail Direct Access Event Date: Friday 6/19/2009 Time: 08:50 pm Reported: Monday 6/22/2009 Closed Status: 08/02/2009 Summary: Re: "unauthorized re-route off Transit Mall," new fleet comments Street: Direction: Stop: 10491 - 5th NS Hall, South Equip. Class: Bus Train: 2069 Route: 12 License: E235942 Veh No: 2937 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: female Notes: subject: Employee Commendations and Complaints Feedback: Complaint Name: xxx Mailing address: xxx Daytime phone: xxx Email address: xxx Bus or rail line: 12-Barbur/Sandy Blvd Date of event: 06/19/2009 Time of event: 8:50 PM Location or boarding stop: Stop 10491, S.W. 5th & Hall Direction of travel: South Vehicle ID number: T i 2069 fl t 2937 Printed: Tuesday 11/15/2011 @ 15:20:19 Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Page 2 of 2 SIP # 279550 Service Improvement Process Org: TriMet County: Received Via: Internet Answer Needed: E-Mail Direct Access Event Date: Friday 6/19/2009 Time: 08:50 pm Reported: Monday 6/22/2009 Closed Status: 08/02/2009 Summary: Re: "unauthorized re-route off Transit Mall," new fleet comments Train 2069, fleet 2937 Gender of employee: Female Description of employee: Your message: Please see this YouTube video regarding the incident which was recorded by my camera phone: http://www.youtube.com/watch?v=trUr560SAks This bus made an unauthorized re-route off of the Transit Mall at 5th & Clay, turned onto Clay, onto Broadway, and proceeded on Broadway as per the pre-Mall route which hasn't been operated in several weeks. I EXPECT a formal reply from Fred Hansen (not a Station Manager, but Fred Hansen) regarding this matter in writing. While it is rather fortunate for me that I was already on the bus, this stop at 5th & Hall is my regular stop and needless to say, I would expect alternate transportation because this missed stop is the direct result of a TriMet's failure to perform their duties properly. Since TriMet felt it was necessary to purchase a new fleet of sport-utility vehicles (while cutting back on bus service) I fully expect that these five passenger SUVs will be used to transport inconvenienced passengers, and I want a report as to whether one of these vehicles was dispatched to pick up any passengers...and if not, these vehicles need to be disposed of immediately. Again, I expect a formal response from Fred Hansen in writing. My contact phone number and address are listed above. (Internal: See Actions/Comments) Code : 3.20 Off route operation 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 282188 Service Improvement Process Event Date: Unknown Time: Reported: Wednesday 7/15/2009 Closed Status: 07/15/2009 Summary: Commendation Org: TriMet County: Received Via: Person Answer Needed: Street: Direction: Stop: Recorder: #4328 Voneda G Musser Dept: Customer Satisfaction Equip. Class: Bus Train: Route: License: Veh No: Entered By: #4328 Voneda G Musser Dept: Customer Satisfaction Notes: Thank you for making internal and external stop announcements. These announcements help me navigate our transit system. Your efforts are greatly appreciated! Code : 1.30 ADA Commendation, ACE weighted Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 283029 Service Improvement Process Event Date: Wednesday 7/22/2009 Time: 09:00 pm Reported: Thursday 7/23/2009 Closed Status: 08/02/2009 Summary: Operator unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Equip. Class: Bus Train: 7868 Route: 78 License: E235918 Veh No: 2913 Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Customer said " The bus was late arriving at the stop and then when the driver got there she took a 10 to 15 min. break. Then we finally got out of there very late, and when we boarded the bus someone had a cell phone ring and she said for the bus to shut off all of their eloctronic devices. I told her she can't do that, and she actually pulled over and would not move until every one shut off their electronic devices. This is not the first time she has done. Then also when she shows up she will leave and then stop and go to the restroom, and then fill up a cup with soda." Code : 5.10 Customer Interactions 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 283399 Service Improvement Process Event Date: Tuesday 7/28/2009 Time: 03:03 pm Reported: Tuesday 7/28/2009 Closed Status: 08/02/2009 Summary: Operator impatient with customer boarding while talking on cell phone Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: 185th and farmington North Equip. Class: Bus Train: Route: 52 License: E-206622 Veh No: 2108 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: west union Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction customer got on the bus, the customer was getting ready to hang up the phone operator said maybe you should get off your phone before you get on the bus customer stated "the operator is always rude to me" customer needed a paper towel the operator said that the customer is not allowed to use the paper towels customer told the operator, "why are you always rude to me" when the customer got off the bus, the operator said, "next time I am not driving the bus I will show you what rude really is" Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 284532 Service Improvement Process Event Date: Monday 8/10/2009 Time: 02:00 pm Reported: Monday 8/10/2009 Closed Status: 08/10/2009 Summary: Operator unfriendly and unhelpful Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Stark,196th East Equip. Class: Bus Train: 2069 Route: 20 License: E235930 Veh No: 2925 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Caller said " My sister was standing behind the yellow line to ask the driver where the Kaiser was. The driver put on her brakes, and when she did it made my sister step over the yellow line. She is handicapped and I did not realize that she went over the yellow line. When the driver saw this she said in a very crude tone " I have to drive get back behind the yellow line." The woman was so rude and crude and needs to learn some etiquette." Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 285265 Service Improvement Process Event Date: Monday 8/17/2009 Time: 10:18 pm Reported: Tuesday 8/18/2009 Closed Status: 09/09/2009 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Customer interaction. Allegedly, Op. was "screaming" at passenger to "keep it down". Street: Direction: Stop: NE Sandy & 181st West Equip. Class: Bus Train: Route: 12 License: E235932 Veh No: 2927 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Female operator on vehicle id #2927 Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Customer comments, "I'm sure you have other complains about this driver. A bunch of my co workers got off work last night. The driver kept screaming 'Keep it down'. We just got off work and we were wound up but we weren't screaming. We were just talking normal but in a way so we could hear each other above the noise from the bus engine. At Parkrose, she had a Cop get on the bus and tell us to be quiet. Our Supervisor from work rides with us too and went up to the Cop and said that we just got off work and we weren't being that loud and we were being quieter than we normally are. The Cop walked back to us and said, 'Keep it down a bit, please'. She told the Cop that we were being louder than the automatic announcements on the bus. Which wasn't true. When she started the bus again, towards downtown, she threatened to kick us off if we weren't quiet. That was rude. We were not being noisy. We all could hear the automatic announcements in the back of the bus so I don't know why she was saying that we were louder than the announcements. She was rude about it all". Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 285267 Service Improvement Process Event Date: Monday 8/17/2009 Time: 10:20 pm Reported: Tuesday 8/18/2009 Closed Status: 09/09/2009 Summary: Operator does not interact well with the public Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: 181st and sandy West Equip. Class: Bus Train: 467 Route: 12 License: E235932 Veh No: 2927 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: This driver made her first impression by giving me a dirty look as I boarded and paid my fair. Physically hesitated when giving me my transfer receipt, and repeatedly singled out a group of passengers in the back of the bus for being "too noisy" although, I ride this bus every night, and felt that it was a rather quiet night for this part of the route at that hour. The driver was directly rude to the passengers and needlessly involved the Portland Police Bureau in the event. (The officer responding seems to think all was in proper order) I feel that this operator would do far better on Max or in some other capacity that does not directly interact with the public. She displays a lack of professinalism, a lack of courtesy for Tri-Met's paying customers, and simply has a very negative and unfriendly attitude. I was very put off by this driver's behavior, especially her treatment of the passengers aboard the bus. Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 285286 Service Improvement Process Event Date: Monday 8/17/2009 Time: 10:15 pm Reported: Tuesday 8/18/2009 Closed Status: 09/09/2009 Summary: Operator unprofessional Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: 181st & Sandy Equip. Class: Bus Train: 467 Route: 12 License: E235932 Veh No: 2927 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Message: The bus driver picked up our work crew at 181st & Sandy between 10:15 & 10:20 pm. We were just getting off work, and there were a few conversations going on, but nothing out of the ordinary. The driver asked everyone on the bus to be quiet; no one was loud, but she wanted the bus to be SILENT. After this, everyone went back to their normal conversation. The driver got on the mic again, and said "this is the last time that I am going to ask you to be quiet." When everyone went back to their conversation, the bus driver then called the police. An officer boarded the bus at the Parkrose Transit Center, but said the conversation on the bus was normal. He then left the bus. Please talk with this driver about how to deal with passengers on the bus. I have been on buses that were much louder than our bus, and the driver knew how to deal with the situation properly. Her actions were inappropriate, and un-warranted. She almost made me, and some of my co-workers miss our connecting b us, to get home. Please do something to fix this problem. Thank you. Code : 5.10 Customer Interactions 5.40 Personal Behavior Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 285289 Service Improvement Process Related Sip#: 285265 Org: TriMet County: Received Via: Internet Answer Needed: Event Date: Monday 8/17/2009 Time: 10:25 pm Reported: Tuesday 8/18/2009 Closed Status: 09/09/2009 Summary: Customer interaction. Operator "overreacted to sound levels on the bus". Street: Direction: Stop: 10318 - Sandy FS Airport Way, West Equip. Class: Bus Train: Route: 12 License: E235932 Veh No: 2927 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Female operator on vehicle id #2927. Per customer, "Early 60's, slender, blonde hair". Notes: Message: Please reevaluate this driver. She doe not seem to have the coping skills and/or exposure to the general public to survive as a Trimet Driver. She overreacted to the sound levels on the bus after the population on the bus went from two passengers to 20 in one stop. As someone who uses this bus five days a week I know it can be loud a times. People are excited to be off of work and enjoy each others company. Ironically the bus was uusually quiet which caught everyone one off guard when she made two announcements over the speaker and then had a police officier walk through the bus. I also ride the 72 and she would not survive that route. She either needs coping skill coaching or another form of employment. I am concerned that she might burnout n her current position. Respectfully, XXX XXXXXX subject: Employee Commendations and Complaints Feedback: Complaint Name: XXX XXXXXX Mailing address: XXX Daytime phone: XXX from: XXX Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 285289 Service Improvement Process Related Sip#: 285265 Org: TriMet County: Received Via: Internet Answer Needed: Event Date: Monday 8/17/2009 Time: 10:25 pm Reported: Tuesday 8/18/2009 Closed Status: 09/09/2009 Summary: Customer interaction. Operator "overreacted to sound levels on the bus". Bus or rail line: 12-Barbur/Sandy Blvd Date of event: 08/17/2009 Time of event: 10:25 PM Location or boarding stop: 10318 Direction of travel: West Vehicle ID number: 2927 Gender of employee: Female Description of employee: XXXX XXXX XXXX Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 288034 Service Improvement Process Event Date: Thursday 9/17/2009 Time: 02:15 pm Reported: Thursday 9/17/2009 Closed Status: 09/20/2009 Summary: operator uncourteous to customer boarding while talking on cell phone Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: hillsboro tc Inbound Equip. Class: Bus Train: Route: 67 License: E235940 Veh No: 2935 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: customer feels the driver is really rude operator told the customer to be quiet when she boarded while talking on her cell phone customer feels the operator really rude when she boarded customer feels the driver should be courteous to the customer Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 288492 Service Improvement Process Event Date: Saturday 9/19/2009 Time: 03:30 pm Reported: Tuesday 9/22/2009 Closed Status: 09/23/2009 Summary: Commendation Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: near Beaverton TC Outbound Equip. Class: Bus Train: Route: 52 License: E-193053 Veh No: 1820 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Female operator on vehicle id #1820 Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Customer states, "I want to call in about a nice driver we had on Saturday. Beaverton was a mess because of the buses were rerouted because of the parade. But this driver was very nice". Code : 1.20 Non ADA related commendation Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 288935 Service Improvement Process Event Date: Friday 9/25/2009 Time: 03:15 pm Reported: Friday 9/25/2009 Closed Status: 10/13/2009 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: driver tried to make customer remove toddler from stroller prior to boarding Street: Direction: Stop: TV Hwy by Goodwill East Equip. Class: Bus Train: Route: 57 License: E235931 Veh No: 2926 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, cauc, curly red hair just past shoulders. Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Not supposed to carry daughter - can lift but has bum hip. Has an HC card. Has a small limp, looks like a 'normal person.' Keeps having problems w/bus drivers. 1/2 of them are fine w/breaking down after she gets on bus. Driver yelled at her today. Customer said that she pointed it out to the driver that the signs says to break down stroller after boarding. On microphone, the opr said: "You need to take baby out of there, you can't board the bus until you do." Customer boarded w/toddler in stroller. Then customer sat down. Told her to call supervisor. Driver almost drove off when she was trying to get off the bus before she got her toddler back into her stroller. Either 2926 or 2629. Code : 41.00 Operating Policies & Procedure Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 289161 Service Improvement Process Event Date: Monday 9/28/2009 Time: 06:30 pm Reported: Tuesday 9/29/2009 Closed Status: 10/08/2009 Summary: Operator stopping at store on 222nd and hogan for soda and food Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: gresham tc Inbound Equip. Class: Bus Train: 2072 Route: 20 License: E-185453 Veh No: 1775 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, around 45, blond hair Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: customer and another woman the operator took a 20 minute break at the tc (caller understands operator do take breaks) the operator then stopped at 222nd and hogan the operator went in the store and purchased soda and food everybody on the bus was complaining because the bus operator stopped the operator had explained to another customer why she was not able to wait for customers that were deboarding the train at gresham tc, that when it is time for her to take off she takes off but then she has time to stop at the store for soda and food Code : 5.40 Personal Behavior Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 290796 Service Improvement Process Event Date: Thursday 10/15/2009 Time: 02:25 pm Reported: Thursday 10/15/2009 Closed Status: 10/22/2009 Summary: Operator unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Winco in Hillsboro Equip. Class: Bus Train: 5775 Route: 57 License: E235931 Veh No: 2926 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Caller said " Every Thursday after I get out of class I am talking to my lawyer and every day this driver is up on me saying that I can't be on my phone and get off the phone. I am trying to have a conversation with my lawyer, and I am not yelling, cussing or acting a fool. I don't appreciate her attitude or her yelling at me!" Code : 5.10 Customer Interactions 5.40 Personal Behavior Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 290809 Service Improvement Process Related Sip#: 290819 Org: TriMet County: Received Via: Telephone Answer Needed: Verbal Event Date: Thursday 10/15/2009 Time: 03:45 pm Reported: Thursday 10/15/2009 Closed Status: 12/01/2009 Summary: Opr. "unreasonbaly controlling" Street: Direction: Stop: TV Hwy & 198 West Equip. Class: Bus Train: 5775 Route: 57 License: E235931 Veh No: 2926 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: female Notes: Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction The customer said that this driver is "Unreasonably controlling." Passengers are not allowed to pop gum or talk on the cell phone. She is unreasonable. The customer sits in the HC seats & identified herself as an Hon. Citizen who is hearing disabled. 2 weeks ago when she rode with this opr, the opr needed to clear seats and got right in front of customer and yelled at her to clear the seat. Today, as the customer was about to board her bus, she said she was on her call phone getting a trip plan from TriMet. Opr. said to her in front of everyone: 'You need to hang up!' The customer said that she wasn't even on the bus yet, just boarding, pushing buttons & listening to her trip plan. She said that she told the operator that she is unreasonably controlling. customer called back at 4:03 pm the operator overheard the customer on the phone - the operator has something out for the customer others were on the phone on the bus and the operator said nothing to anyone else on the bus, the operator seemed to single out the customer, the operator is singling the customer out / customer stating that when the she got up to get off the bus the operator saw the customer get up and the operator slammed on the brakes and customer felt that the operator slammed on the brakes on purpose and caused the customer to fall - customer is considering filing a lawsuit customer stated that she was not injured - customer stated that the operator has a vendetta against the customer customer is afraid that the operator is going to deny her boarding in the future. Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 290819 Service Improvement Process Related Sip#: 290809 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Event Date: Thursday 10/15/2009 Time: 03:37 pm Reported: Thursday 10/15/2009 Closed Status: 10/22/2009 Summary: Commendation - Customer backs up the the operator, driver is wonderful Street: Direction: Stop: 153 & TV Hwy West Equip. Class: Bus Train: Route: 57 License: E219250 Veh No: 2629 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: The customer wishes to give this operator an "Outstanding and glowing commendation" and also to report a verbally abusive passenger who the driver handled politely at all times. The customer said that a female passenger on the bus who sat directly behind the bus operator and across from the customer/caller in the HC section was verbally abusive to the bus operator as she boarded and while she rode on the bus including telling the bus operator to "shut up" numerous times. The customer stated that this female passenger was "Very belligerent to driver before she even before she came on the bus." The driver was very polite to this woman despite the passenger's behavior toward the bus operator. The customer stated that "the driver was polite to the customer at all times." Woman was yelling at the driver before she even boarded the bus. Asked customer to leave the bus if you can't be polite. When the customer said that when the woman left she insulted the driver atgain. Told the driver that she was controlling & bossy & had no business talking to her. The driver was polite at all times the customer The woman was telling the driver to shut up. She said that this customer was being abusive to the bus driver. The customer really likes this driver, the customer has ridden several times with this driver. She is very helpful with customers who don't know where they're going, very kind to customers. Today she encouraged younger folks to sit in front like they are supposed to have. The customer said that she is so cheerful that she encourages people to talk together. She's very friendly & relaxed. The customer said she didn't say anything to the woman passenger because it would have riled her up. Its not fair that someone should abuse a public servant and to such a helpful driver. This woman was sitting directly across the from the offending passenger. The customer said that she's never seen anyone attack a driver before. The driver was very pleasant to the verbally abusive customer at all times. The customer said that the driver gives excellent customer service - OUTSTANDING! She puts out a really good feeling when she boards the bus, always so cheerful and happy - rubs off on customers. Until this lady came on - everyone was hushed from the female passenger's "outbursts." The customer wants the operator to know that she deserves a commendation. The customer said that Trimet is an outstanding service and that this particular operator is very special to her. Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 290819 Service Improvement Process Related Sip#: 290809 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Event Date: Thursday 10/15/2009 Time: 03:37 pm Reported: Thursday 10/15/2009 Closed Status: 10/22/2009 Summary: Commendation - Customer backs up the the operator, driver is wonderful Code : 1.20 Non ADA related commendation 46.00 Witness Comments Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 291887 Service Improvement Process Event Date: Unknown Time: Reported: Tuesday 10/27/2009 Closed Status: 10/27/2009 Summary: Commendation Org: TriMet County: Received Via: Person Answer Needed: Street: Direction: Stop: Recorder: #4328 Voneda G Musser Dept: Customer Satisfaction Equip. Class: Bus Train: Route: License: Veh No: Entered By: #4328 Voneda G Musser Dept: Customer Satisfaction Notes: Thank you for making internal and external stop announcements. These announcements help me navigate our transit system. Your efforts are greatly appreciated! Code : 1.30 ADA Commendation, ACE weighted Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 292230 Service Improvement Process Event Date: Friday 10/30/2009 Time: 01:30 pm Reported: Friday 10/30/2009 Closed Status: 11/03/2009 Summary: Operator very unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Century,TV HWY West Equip. Class: Bus Train: 5775 Route: 57 License: E235917 Veh No: 2912 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Caller stated " This driver always gives me dirty looks. Finally, today I figured she was doing this becaues I am a transgender female and she laughed in my face. This made me feel very bad. I told her I was going to report her. She said good do it because we need to know who the problem people are." Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 292290 Service Improvement Process Event Date: Friday 10/30/2009 Time: 04:05 pm Reported: Friday 10/30/2009 Closed Status: 11/03/2009 Summary: didn't like driver's manner Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Shute Park West Equip. Class: Bus Train: Route: 57 License: E235917 Veh No: 2912 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: female Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Caller described herself as a regular 57 rider. Has had problems w/driver in the past. Opr. tried to "herd" people to the back. Said "you, you, you get back get back." The customer said that she yelled at people, sounded completely stressed out. Customer said that she understands there are a lot of idiots out there. Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 292342 Service Improvement Process Event Date: Thursday 10/29/2009 Time: 04:15 pm Reported: Monday 11/02/2009 Closed Status: 11/03/2009 Summary: complaint: packed bus & rude opr. Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Hillsboro TC West Equip. Class: Bus Train: Route: 57 License: E235920 Veh No: 2915 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: female, Claudeen Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: The customer said she boarded the bus at 234 & TV Hwy A man was visitiing w/driver up front, bus pretty full. Everyone else she asked to step back. Kept picking up until they were crammed like sardines. There was a bus right behind hers. The caller said the driver could have been a 'Drop off only" bus. Picked up two customers in wheel chairs at 44th on already full bus. A lady w/stroller got on w/baby, lady asked driver if there was room, driver said no. Caller stated that the driver was rude. Customer said people were getting off because of her rude behavior. During the trip a cell phone was ringing & continued to ring, the driver kept asking whoever it was to turn it down. The person w/the cell phone did not respond to the driver's request. The customer figured that whoever it belonged to maybe didn't speak English. At Hills TC, opr. said 'I've asked you 3 times (to the person w/the cell phone - made announcement to all of the passengers) - "This is your stop.' The customer was irritated because the driver kept pulling over & said "I have room for 1 or 2 more.' At TC, customer noticed that the opr. put "drop-off only" on bus' overhead. Customer saw some of the people get off bus behind hers at HIllsboro TC who were on her same bus previously . The customer mentioned that it took her a few days to cool down before she felt comfortable calling in her complaint. Code : 5.10 Customer Interactions 5.60 Service Delivery 41.00 Operating Policies & Procedure Category: Bus Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 293119 Service Improvement Process Related Sip#: 293126 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Event Date: Sunday 11/08/2009 Time: 01:10 pm Reported: Tuesday 11/10/2009 Closed Status: 11/18/2009 Summary: caller believes that he was inappropriately singled out when he boarded with cell phone up to ear trying to make a call Street: Direction: Stop: eastman parrkway/division Inbound Equip. Class: Bus Train: 2067 Route: 12 License: E235931 Veh No: 2926 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: customer has a problem customer on a bus sunday afternoon the bus driver was out of line, rudeness and how she carried herself customer entered the bus, customer had cell phone up to his ear customer was trying to reach a friend (the call had not gone through) the operator said, "sir, you should not be talking loud on the phone when you enter the bus" customer stated he was not talking loud on the phone the customer sat down and ended up calling someone else (he was not able to get through on the first call) the operator was shushing the customer at the parkrose tc, the customer walked up to the front of the bus and told the operator that he was offended with what the operator said to him, the operator told the customer that he was interferring with the duties of the operator caller stated the operator did not ask the customer to sit down, she told him to sit down, the operator told the customer that he was planning to get off the bus and would not sit down when the customer refused to sit down the operator started punching something in the bds the customer stated he was not leaving until he talked to someone, customer flagged down another bus the number 71 veh 2596 the driver called dispatch and had a supervisor come out and talk to the customer - the driver of the 71 went out of her way to help the caller - the supervisor Chris Young showed up 20 minutes later gave the customer his card with customer service number to report the incident caller can understand if the caller is loud or using foul language the caller was doing neither caller was very offended by the way the operator treated him found it borderline racist Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 295585 Service Improvement Process Event Date: Friday 12/01/2000 Time: 04:25 pm Reported: Friday 12/04/2009 Closed Status: 12/08/2009 Summary: Bizarre behavior from bus driver Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: 19th & Hawthorne East Equip. Class: Bus Train: 5772 Route: 57 License: E235907 Veh No: 2902 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female. Cauc. Older 58-60. Curly blond hair. Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Bus 2902 Customer made the following comments about his experience with the bus operator. Driver was spiteful, gave him orders to get off phone immediately. The customer asked for an all zone pass & the operator told him he couldn't get one. Later she told him she was joking. Customer looked at ticket to make sure she did give him an all zone ticket which she had. The driver asked the customer 'Can't you take a joke?' Didn't say it w/a smile but w/a frown. Customer said the operator acted like she was "bi-polar" as he observed her bahavior was really nice to people as they de-boarded. Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 299407 Service Improvement Process Event Date: Friday 1/15/2010 Time: 07:20 pm Reported: Tuesday 1/19/2010 Closed Status: 01/27/2010 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Customer Interaction - Allegedly Op used an unprofessional tone when asking cust to "get off the phone". Street: Direction: Stop: Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Female Operator on vehicle id #2929 Equip. Class: Bus Train: Route: 57 License: E235934 Veh No: 2929 Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Customer reports, "The driver was real grouchy when she asked me to get off the phone. I wasn't even loud. There were people behind me that were talking loud but she put her fingers up to her mouth and said I had to get off my phone because she can hear me. She was rude about it, it was her tone". Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 299432 Service Improvement Process Event Date: Saturday 1/16/2010 Time: 06:00 pm Reported: Tuesday 1/19/2010 Closed Status: 01/19/2010 Summary: Operator Commendation Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: West Equip. Class: Bus Train: 2067 Route: 20 License: E235927 Veh No: 2922 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Message: I was astounded by this driver. She maintained order from the chaos that erupts routinely from route 20. I am a regular rider, and have never sent a compliment to a driver such as this. Her positive attitude to battle against the timetable was commendable, but what really struck me as handling her job above and beyond was dealing well with the less than desirable individuals that ride the number 20 (especially this time through). From calming a grumpy bicycle rider to trying to help an offended man who just seemed to be looking for trouble and to misunderstand her (or perhaps fare evasion was in the air), she had it all. The bus smelled horrible as well, most likely because of the "confused" people that were sitting on it. She gave them the extra caring time they needed to board and de board, despite ignoring her questions as to whether or not they wanted to get off. Still, she managed to wish everyone a great weekend... even amongst the cussing teenagers. These rowdy riders could have done nothing to make the trip enjoyable to her - and yet she did it all in a pleasant, timely, and courteous manner. Congrats to her on "Taming the Twenty," I was very pleased and felt very safe with her in charge. subject: Employee Commendations and Complaints Feedback: Commendation Bus or rail line: 20-Burnside/Stark Date of event: 01/16/10 Time of event: 1800 Location or boarding stop: Direction of travel: W t Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 299432 Service Improvement Process Event Date: Saturday 1/16/2010 Time: 06:00 pm Reported: Tuesday 1/19/2010 Closed Status: 01/19/2010 Summary: Operator Commendation Org: TriMet County: Received Via: Internet Answer Needed: No Answer West Vehicle ID number: 2922 Gender of employee: Female Description of employee: Code : 1.20 Non ADA related commendation Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 303545 Service Improvement Process Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Immediate! Event Date: Saturday 2/13/2010 Time: 05:50 pm Reported: Tuesday 2/23/2010 Closed Status: 03/04/2010 Summary: ACID 547 713 Operator got out of seat went to back of bus and told group to keep quiet Street: Direction: Stop: 158th,stark West Equip. Class: Bus Train: 2067 Route: 20 License: E235915 Veh No: 2910 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: pregnant daugher 19 year old daughter, her boyfriend, two year old granddaughter, husband and caller boarded the bus daughter on phone talking to advice nurse, the bus driver immediately requested the daughter get off the phone which she did -the group went all the way back to the back of the bus somebody in the back of the bus was asking directions, the caller was giving someone she did not even know directions the operator said, you guys need to be quiet back there and stop talking the operator got to 102nd stop got out of seat and put her finger in her daughters face and said, 'I told you guys once I am not going to tell you again to be quiet' caller said, 'those are my kids and I don't appreciate you putting your finger in my daughters face' the operator replied, I don't give a damn who they are I want you to get off my bus caller said, I want you to call security, the operator walked to the front of the bus caller walked to the front of the bus somebody tripped the caller which upset the caller caller said, 'it is okay for somebody to trip me but it is not okay for us to talk' group took the train to gateway tc, at gateway customer requested to talk to a bus supervisor who arrived and took the callers statement customer believes there was some prejudice involved the caller felt the group she was with were talking normally the operator made everyone get off the bus (in her group) customer felt that they were just talking, customer does not understand why she and her family were kicked off just for talking Code : 2.30 Confrontation/Empl left seat Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 304773 Service Improvement Process Event Date: Monday 3/08/2010 Time: 07:34 am Reported: Monday 3/08/2010 Closed Status: 03/08/2010 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Customer Interaction - cust alleges Op. 'yelled' at her & fellow passenger to "keep it down". Street: Direction: Stop: Hillsboro TC West Equip. Class: Bus Train: Route: 57 License: E235916 Veh No: 2911 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Female Op. on vehicle id #2911 per customer Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Customer states, "This morning we didn't have our regular driver. It was a female and she didn't want any noise on the bus. The bus number was #2911. In the morning there is usual chatter between people riding the bus. I was talking to the person sitting next to me and when the person laughed out loud. The driver yelled that for us to keep it down. We weren't being loud and no one around us was loud. I just think she should expect a little chatter on the bus. Generally, the divers allow for that. If she thought we were too loud, she didn't have to yell at us". Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 304787 Service Improvement Process Event Date: Monday 3/08/2010 Time: 09:10 am Reported: Monday 3/08/2010 Closed Status: 03/08/2010 Summary: commendation Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Hillsboro Esplanade Equip. Class: Bus Train: 5767 Route: 57 License: E235916 Veh No: 2911 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Customer wanted to let us know that they had a really great excellent driver this morning. He was just so nice and terrific!" Code : 1.20 Non ADA related commendation Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 306137 Service Improvement Process Event Date: Friday 3/19/2010 Time: 04:12 pm Reported: Friday 3/19/2010 Closed Status: 03/21/2010 Summary: operator stops with a full load to purchase a pop Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: adair and 10th Outbound Equip. Class: Bus Train: 5772 Route: 57 License: E235923 Veh No: 2918 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: the operator stopped the bus is totally loaded the operator said she was stopping for a pop if anyone else needs a pop Code : 5.40 Personal Behavior Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 306143 Service Improvement Process Event Date: Friday 3/19/2010 Time: 04:10 pm Reported: Friday 3/19/2010 Closed Status: 03/21/2010 Summary: Operator stops with a full bus for a pop Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Equip. Class: Bus Train: 5772 Route: 57 License: E235923 Veh No: 2918 Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: driver stopped at a union 76 to get a pop driver did not stop at a stop she just pulled over to the side of the rode the operator said if anybody wants to get a soda you have two minutes there was not an empty seat on the bus Code : 5.40 Personal Behavior Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 306192 Service Improvement Process Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Immediate! Event Date: Monday 3/22/2010 Time: 11:35 am Reported: Monday 3/22/2010 Closed Status: 04/21/2010 Summary: Alleged biased statement from bus operator about a Latino passenger ACID: 564871 Street: Direction: Stop: Cornelius Pass & TV Hwy East Equip. Class: Bus Train: 5767 Route: 57 License: E235941 Veh No: 2936 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, Caucasian, Grey hair, early 50's, bangs, petite Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: The caller phoned in about the operator is making racist comments about a Latino woman who boarded the bus She said she "ridiculed" the woman who didn't speak English (she spoke Spanish) . The woman paid her fare however didn't know how much to pay for her daughter. The caller who was on board the bus & observed the situation said that the operator continuously raised her voice in telling the correct fare to the woman. The caller said the Latino lady was visably upset by the way the operator kept raising her voice at her when she told her the fare to pay for her daughter. After the Latin woman deboarded, the bus operator began to talk about her to another female passenger (elderly) who was seated at the front of the bus. The comments the customer heard the driver say to the woman after the Latino lady deboarded were: "She should be able to speak English." "If I went to Mexico, I wouldn't expect them to speak English or get free health care." "If I see that woman again, I'm not going to pick her up." The caller said that the opr. made the derogatory comments once the Latino lady deboarded. Code : 2.40 Discriminatory Allegation 5.10 Customer Interactions 46.00 Witness Comments Category: Bus Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 306813 Service Improvement Process Event Date: Thursday 3/25/2010 Time: 10:45 pm Reported: Friday 3/26/2010 Closed Status: 03/29/2010 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Operator driving was not good & her attitude was very angry and unprofessional Street: Direction: Stop: 177th & TV Hwy West Equip. Class: Bus Train: 5772 Route: 57 License: E235917 Veh No: 2912 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Message: I started riding trimet as a 6th grade student at a private school in 1982. I have never had a worse experience with a bus driver than tonight. The first experience came at about 10:45 pm. At 177th Ave and TV highway in front of the 7-11, a car innappropriately started to turn left from the parking lot, pulled out and obstructed the bus's path. Yes, very inappropriate driving manuever, yet the bus driver reacted like it was the worst event in human history. The only thing that she didn't do was use obscenities. The car obstructed the right lane's path for about 90 seconds. She held the horn down for 5 second intervals at least 5 different times, flashed the high beam headlights and was shouting at this car. After that experience, she was rude to multiple different passengers that boarded the bus. One passenger flashed her his bus pass and she very rudely told him to get back up there so that she could personally inspect the pass. After the car obstruction incident , an older woman boarded the bus. She was on the bus in the honored citizen seats for a good 20 minutes. The driver conversed with this woman the whole time. The conversation was quite loud and annoying. Then, at the Hillsboro transit center, two people boarded the bus, one was speaking on her cell phone. She was seated 2 seats in front of the rear door. The driver out of anger admonished her 2 times for speaking on her cell phone (trying to insinuate that it was disturbing her driving). This passenger was not being belligerant nor was she speaking loudly. In fact I could barely hear her. For the driver to react such a way was ludicrous and outrageous(especially after having the loud conversation about 10 minutes earlier). I confronted the driver about her poor attitude and the safety of all of the passengers on the bus. Instead of calmly and rationally hearing what I had to say she argued with me raising her voice. She was angry and you could feel her driving wa s impacted by her bad attitude. I almost exited the bus for fear of my well being but didn't wish to walk 3-4 miles in the cold and rain. I had one other time that I rode her bus and had a bad experience as well, but nothing like tonight. She at first appeared to have a pleasant disposition but exploded way too easily and made my trip home feel dangerous and unpleasant. I don't typically ride the bus as I usually drive to work but usually about once or twice per month ride the bus. If you do not fire her or reassign her and she is driving, I will not ride the bus because I consider her a threat to get into an accident and also don't wish to have an unpleasant ride experience like this again. Please feel free to contact me if you may need additional clarification. Sincerely, subject: Employee Commendations and Complaints Feedback: Complaint Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 306813 Service Improvement Process Event Date: Thursday 3/25/2010 Time: 10:45 pm Reported: Friday 3/26/2010 Closed Status: 03/29/2010 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Operator driving was not good & her attitude was very angry and unprofessional Bus or rail line: 57-TV Hwy/Forest Grove Date of event: 03/25/2010 Time of event: 10:35 - 11:15 Location or boarding stop: multiple Direction of travel: West Vehicle ID number: not sure Gender of employee: Female Description of employee: mid 50's blonde caucasian woman Code : 5.10 Customer Interactions 5.40 Personal Behavior 5.60 Service Delivery Category: Bus Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 306925 Service Improvement Process Event Date: Saturday 3/27/2010 Time: 05:08 pm Reported: Monday 3/29/2010 Closed Status: 04/21/2010 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Customer Interaction - Allegedly Op responded to cust and passengers unprofessionally. Street: Direction: Stop: Beavertoin TC Outbound Equip. Class: Bus Train: Route: 88 License: E-193058 Veh No: 1825 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per customer - female Op on vehicle id #1825 Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Irate customer states, "I'm reporting a driver I had over the weekend. It was the #88 that was suppose to leave Beaverton Transit at 5:08p. The bus number was #1825. She didn't come to the Transit Center until 5:08pm. She refused to give me her name or her badge number. She said all I needed was her bus number. There were people waiting for the bus. I was the first to board with my 2 kids. I had to pay my fare. While I was getting my money out, a passenger walked behind me to get on the bus, she had earphones on. She held up her pass, walked around me and my kids and went down the aisle. She (driver) told that passenger, 'Until this lady gets it together and pays her money, I need to see your pass'. She was talking about me. I said, 'Whatever' and paid my money. That girl with the earphones told the driver that she didn't hear what the driver said because she had her earphones on. Then another passenger who had her baby in the stroller got on the bus. The driver was rude when telling her to take the baby out of the stroller. The young passenger was trying to tell the driver that she will take her baby out as soon as she gets on the bus. I think the driver thought the two lady passengers were together, but they weren't. She said that both those ladies were causing trouble. She told me that I was being rude. At this point, the arguments between us was escalating. She told the two ladies to get off the bus because she was not taking them anywhere. I said she was out of line and to call the Supervisor. The two ladies were Black. The driver didn't call the Supervisor, she called the police. 2-3 police cars showed up. One of the Officers talked to the driver. He asked her if she had contacted her Supervisor. She said, 'No'. The police told her to call the Supervisor so they (the police) could handle the call by TriMet. The police told us to keep it down and be peaceful so the driver could get on with her route. I said, 'Fine'. I didn't know why the driver was so upset. When the driver turned on Farmington & Lombard, I was talking to the two lady passengers about what happened and we discussed that we should each file a complaint against the driver. We exchanged names and phone numbers. When the bus got to SW 1st & Lombard, she pulls over about 15 feet from the stop, walks off the bus and calls for her Supervisor. She said that we were distracting and we were talking about her. The Supervisor came to the bus. They talked. He asked us to keep it down. I told the Supervisor that TriMet is a public service bus. He said, 'I understand. You have a point. Just please keep it down'. He turned to the driver and said, 'You can either drive the bus or walk off your job but you need to make decision so these passengers can get to where they need to go'. We did nothing wrong. We were talking about what happened. She told the Supervisor that we kept on talking out loud and laughing about her. She ended up driving the bus. I want to make sure that I don't have problems with her. I take the #88 bus a lot and she's the driver. I want to talk to her Supervisor to make sure I don't have problems with her in the future, not letting me get on the bus. The two Black ladies didn't do anything wrong". Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 306925 Service Improvement Process Event Date: Saturday 3/27/2010 Time: 05:08 pm Reported: Monday 3/29/2010 Closed Status: 04/21/2010 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Customer Interaction - Allegedly Op responded to cust and passengers unprofessionally. Code : 5.10 Customer Interactions Category: Tri-Met Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 308123 Service Improvement Process Event Date: Thursday 4/08/2010 Time: 06:18 pm Reported: Friday 4/09/2010 Closed Status: 04/28/2010 Summary: Operator not professional or following policy Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Tualatin Valley & Regal Cinema East Equip. Class: Bus Train: 5772 Route: 57 License: E235919 Veh No: 2914 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Caller stated " The bus driver opened the door for the bus about 65 ft. from the stop and made people run to the bus to get on. There were several cars stopped at the light so she wanted people to board where she stopped. I didn't run because I have a disability so I stayed at the stop, and when she started moving she wasn't going to stop at the actual stop for me. I waived vigorously at her she did stop, but it was in the middle of the street. Then when I got on she yelled at me that next time she would not stop for me and that I need to get on where she stops the bus and that she is late and doesn't have time to be stopping for passengers who will not run to catch the bus. I am very scared that she will not stop next time because she is mad at me. I have severe back issues, and I cannot run. She then passed up requested stops, and would stop very hard like she was mad because people wanted off the bus. Then she didn't open the back door for cusotmers that were trying to get out. She kept stopping also a long ways from the stops of there was a stop light and cars there and making people run for the bus." Code : 5.10 Customer Interactions 5.40 Personal Behavior 5.60 Service Delivery Category: Bus Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 308813 Service Improvement Process Event Date: Thursday 4/15/2010 Time: 08:20 pm Reported: Friday 4/16/2010 Closed Status: 04/16/2010 Summary: witnesses professional operator being abused by customers Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: beaverton tc Outbound Equip. Class: Bus Train: 5772 Route: 57 License: E235913 Veh No: 2908 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, mid 50's, glasses, henderson Notes: witness comments: Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction concerned about yesterday bus 57 2908 boarded at beaverton tc the operator was being very polite and professional customers (two woman and two kids) were being very rude to the operator and the caller one of the ladies had a stroller, they moved the stroller to the front of the bus and were insulting the operator left and right operator politely asked that they keep the stroller with them until they were ready to get off the bus they caused problems from the get go Code : 1.20 Non ADA related commendation 46.00 Witness Comments Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 310877 Service Improvement Process Event Date: Thursday 5/06/2010 Time: 08:57 pm Reported: Friday 5/07/2010 Closed Status: 05/17/2010 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Operator short with customer having a conversation with another passenger Street: Direction: Stop: hillsboro tc West Equip. Class: Bus Train: Route: 57 License: Veh No: Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: 50 year old woman blond Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: I had an incident several months ago with this same driver. I rode my motorcycle to work today and the battery died on me on my way home. I took the max from Willow Creek Transit Center and transferred to the 57 to Forest Grove at the Hillsbor transit center. I met a gentleman waiting for the bus and we were having a cordial conversation. We both boarded and sat near the front and the bus was on a 2-3 minute layover. This driver has the audacity of saying to us that we were speaking too loudly and that it was interfering with the driver operating the bus. I replied to her, we are stopped, the bus is not moving and you are on a layover and that she had an attitude problem. Once the bus got moving, we continued conversing (mildly and not shouting) and she once again rudely stated that we were talking too loudly. This driver exhibited the same poor people skills as several months prior and is overly sensitive of any conversation. I can completely understand if somebody is blaring their music or screaming or shouting. I was with a normal to low speaking voice with no fluctuations and no drastic changes in tone or pitch. My new found acquaintance looked at me in dismay trying to figure out what this driver's problem is. The difference tonight was that I didn't feel my life endangered as she was driving in control. I have ridden the bus probably 15-20 times since the bad experience with her several months ago and have seen the professionalism and courtesy of many different drivers. She is the only one that I can say I have ever had a problem with. I have been riding Tri-Met since 1983. Never have I seen an attitude this bad from a driver. Ridiculous. As a property tax payer with yearly taxes going to tri-met plus bus fare, I expect to have a more courteous riding experience. Because all the other drivers exhibit professionalism and courtesy, even under much more severe durress, I am astonished that she is still with Tri-Met and I am offended that her behaviour has not improved since our last encounter. I would greatly appreciate your feedback knowing that this employee is reprimanded/disciplined and have her behaviour corrected. It is unacceptable. Bus or rail line: 57-TV Hwy/Forest Grove Date of event: 5/6/2010 Time of event: 8:57 pm to 9:10 pm L ti b di t Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 310877 Service Improvement Process Event Date: Thursday 5/06/2010 Time: 08:57 pm Reported: Friday 5/07/2010 Closed Status: 05/17/2010 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Operator short with customer having a conversation with another passenger Location or boarding stop: Hillsboro Transit Center Direction of travel: West Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 310915 Service Improvement Process Event Date: Monday 5/10/2010 Time: 07:55 am Reported: Monday 5/10/2010 Closed Status: 06/03/2010 Summary: Operator unprofessional and unfrienly Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Equip. Class: Bus Train: 5767 Route: 57 License: E235906 Veh No: 2901 Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Customer said " This bus driver is very rude, and refused to stop for me to get off the bus. Today I got off the MAX at Hillsboro TC, and waiting at the crosswalk. I raced to the bus to see if she would let me on. Instead she honked at me and made a rude gesture to me and drove off. I had to run across to catch the bus, and before I had a chance to even talk the driver said to me Does that look like a bus stop. I have had experiences with her before and felt very direspected by her." Code : 5.10 Customer Interactions 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 311050 Service Improvement Process Event Date: Sunday 5/09/2010 Time: 05:00 pm Reported: Monday 5/10/2010 Closed Status: 06/03/2010 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Operator impatient with customer boarding while using cell phone ACID 573 466 Street: Direction: Stop: 178th and tv hwy Inbound Equip. Class: Bus Train: 5773 Route: 57 License: E235944 Veh No: 2939 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction customer was getting on the bus while on his cell phone the bus driver snapped at the customer for being on his phone as he was digging for his change the operator again snapped at the customer operator said, read the sign up there nobody else should be able to hear your conversation customer felt it was excessive at that point customer said to the operator, when you get to the beaverton tc I want to talk to a supervisor. the operator refused, customer ask why not, customer stated again he wanted to talk to a supervisor that day customer then stated she was stopping the bus, called the transit police, police told the customer to wait for the next bus suggests that the rules be standardized regarding the use of cell phones on the bus customer stated you cannot have these vague rules about what everybody is doing or not doing Code : 5.10 Customer Interactions 5.20 Policy Disputes Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 311665 Service Improvement Process Event Date: Friday 5/14/2010 Time: 10:32 pm Reported: Monday 5/17/2010 Closed Status: 05/19/2010 Summary: Op. not acting professional & running late Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Beaverton TC West Equip. Class: Bus Train: 5772 Route: 57 License: E235921 Veh No: 2916 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Message: I am a full time college student in Forest Grove who works in Gresham five days a week. When I go home via trimet I hope for a safe and courteous ride. I do not ever seem to get that when this woman drives me home. She always is late. Tonight she arrived at 10:31, one minute before we are suppose to depart. She spoke loudly to those on the bus to get off in the back and not the front. She then went into the employee area for five minutes. She finally came out and allowed us to get onto the bus. We left six minutes late from Beaverton Transit center on our way to Forest Grove. She was slow and barked at patrons according to rules that trimet has. Such as folding strollers and scooters. There were not many people on the bus, and I know at least for me, I would rather get home then have her barking at people to put away their stuff for around six stops. She talked with a person getting off while they were getting off. She argued with the person with the scooter. Each time she made the bus stand still, not allowing to get closer to home. Before the Hillsboro Transit Center she just sat there, waiting for a bit, until she finally turned her head towards us and shouted back. She was yelling at the person in the very back of the bus who was on their cell phone, who was NOT harming anyone. We all just wanted to get home. Finally right before the Forest Grove city limits when it was 11:22 which was two minutes after I was suppose to arrive at my destination, she stopped the bus and went into the Chervon to fill up her drink. I do not believe that this is acceptable behavior for a bus driver who has already made her patrons extremely late. If she was extremely early I could excuse her behavior. Once I finally arrived at College Way and Pacific Ave, it was 11:30, ten minutes after I was suppose to arrive. I made sure to get off at the front of the bus so I could thank her for making me so late. She smiled and said your welcome. I almost lost it. I have a final tomorrow morning at 9am. I do not believe I should be treated in this manner by a bus driver. I buy a monthly pass every month, take trimet often. And some of your drivers are very inconsiderate. I make sure to let you know whenever this happens IN HOPES that you will do something about it. This woman NEEDS to be talked to and told what your policies are, unless allowing your patrons to be home late is one of your goals of great customer service. The next time I ride with her with such horrible customer service, I'll make sure to let you know, in hopes that you will listen. call me if you want any more information. subject: Employee Commendations and Complaints Feedback: Complaint Bus or rail line: 57-TV Hwy/Forest Grove Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 311665 Service Improvement Process Event Date: Friday 5/14/2010 Time: 10:32 pm Reported: Monday 5/17/2010 Closed Status: 05/19/2010 Summary: Op. not acting professional & running late Org: TriMet County: Received Via: Internet Answer Needed: No Answer Date of event: 5/14/10 Time of event: 10:32/11:30 Location or boarding stop: Beaverton Transit Center Direction of travel: West Vehicle ID number: Gender of employee: Female Description of employee: Short, grayish blonde hair, older, sometimes might wear glasses, I believe Code : 5.20 Policy Disputes 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 312169 Service Improvement Process Event Date: Thursday 5/20/2010 Time: 11:11 pm Reported: Friday 5/21/2010 Closed Status: 06/03/2010 Summary: operator unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: hillsboro tc Outbound Equip. Class: Bus Train: 5772 Route: 57 License: E235932 Veh No: 2927 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, 60, blond hair Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: customer took this bus at 9 am with same operator all the way to hillsboro from forest grove wife and caller were in the back of the bus having a normal conversation the operator said, shut up later in the evening the couple boarded the same operator's bus going from hillsboro to Forest Grove the operator waits until they got to forest grove operator said, you guys have been talking since you boarded, shut up there was another customer on a cell phone the operator kept looking in the mirror at the gentleman when the gentleman got off the bus the operator said, have you not seen our policy on cell phones you are not to speak loudly caller was sitting near the man on the cell phone and did not feel the man was speaking loudly Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 314682 Service Improvement Process Event Date: Friday 6/18/2010 Time: 01:05 pm Reported: Friday 6/18/2010 Closed Status: 06/27/2010 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Driving Behavior - motorist alleges Op "squeezed" motorist in between bus and curb. Street: Direction: Stop: TV Hwy & Century West Equip. Class: Bus Train: Route: 57 License: E235944 Veh No: 2939 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per motorist: Female Op on vehicle id #2939 Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Motorist reports, "I want to report one of your drivers. It's bus number #2939. It says #57 on it and this was on TV Hwy & Century Blvd. The bus squeezed in between me and the curb. At the green light, I was taking off and she almost took me out. She refused to stop and kept on moving. She should've stopped or slowed down, not squeeze me out". Code : 5.30 Driving Behavior Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 314994 Service Improvement Process Event Date: Monday 6/21/2010 Time: 10:40 pm Reported: Tuesday 6/22/2010 Closed Status: 06/24/2010 Summary: Customer said the driver was complaining about everything Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: BHH South Equip. Class: Bus Train: 5471 Route: 56 License: E235910 Veh No: 2905 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, cauc, glasses. Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Caller said the opr. was rude & obnoxios. Told her friend to get off of his cell phone while he was riding the bus seated near the back. Caller stated: "She was very bitchy. She complained about everything." Caller said every little thing bugged the opr. even somebody chewing gum. Code : 5.10 Customer Interactions 41.00 Operating Policies & Procedure Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 316647 Service Improvement Process Event Date: Friday 7/09/2010 Time: 05:30 pm Reported: Friday 7/09/2010 Closed Status: 08/02/2010 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Operator enforcing the fare policy caller believes unfairly to non-white persons Street: Direction: Stop: hillsboro tc Equip. Class: Bus Train: 5768 Route: 57 License: E235920 Veh No: 2915 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: witness statements Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction it seems like the operator is very rude to people of other races when a hispanic person boards with a child she will ask the mother are you sure they are not 7 operator will sit for about 5 minutes while someone looks for fare Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 317216 Service Improvement Process Event Date: Friday 7/16/2010 Time: 01:44 pm Reported: Friday 7/16/2010 Closed Status: 07/18/2010 Org: TriMet County: Received Via: Telephone Answer Needed: Summary: Witness - cust alleges Op "complains out loud a lot" about issue with bus, smokers, riders talking too loud. Street: Direction: Stop: 19th & Hawthonre West Equip. Class: Bus Train: Route: 57 License: Veh No: Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per witness: female op on vehicle id #2927 Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Witness, "I want to report a driver who's always 'sour' to the passengers. She's sour by complaining out loud that something's wrong with the bus or complains about smokers and second hand smoke. She tells people that they are talking too loud when they aren't. I got off her bus a few minutes ago. She just complains out loud a lott". Code : 46.00 Witness Comments Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 318044 Service Improvement Process Event Date: Monday 7/26/2010 Time: Unknown Reported: Tuesday 7/27/2010 Closed Status: 08/30/2010 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Customer Interaction: cust alleges Operator "lectured" him on having fare ready at the time of boarding. Street: Direction: Stop: SW Broadway & Burnside Outbound Equip. Class: Bus Train: Route: 56 License: E235944 Veh No: 2939 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per Customer: Female operator on vehicle id #2939, older, Caucasian Notes: Message: Never have I been so lectured while riding a bus about boarding at the last stop vs the first and not having my fare ready (even though I was confused and had sprinted to the bus. I simply didn't know and was caught off guard when I saw the bus, and said so, but was still made to feel stupid and ignorant, even though it was the trip planner that told me to go there. How about some compassion and understanding rather than a lecture?? subject: Employee Commendations and Complaints Feedback: Complaint Name: XXX Mailing address: XXX Daytime phone: from: XXX Bus or rail line: 56-Scholls Ferry Rd Date of event: 7/26/10 Time of event: Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 318044 Service Improvement Process Event Date: Monday 7/26/2010 Time: Unknown Reported: Tuesday 7/27/2010 Closed Status: 08/30/2010 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Customer Interaction: cust alleges Operator "lectured" him on having fare ready at the time of boarding. Location or boarding stop: Sw broadway & w burnside Direction of travel: Select a direction Vehicle ID number: 2939 Gender of employee: Female Description of employee: XXX, XXX Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 318445 Service Improvement Process Event Date: Friday 7/30/2010 Time: 03:30 pm Reported: Friday 7/30/2010 Closed Status: 08/02/2010 Summary: Re-curring delays on line 57 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: 160 & TV Hwy East Equip. Class: Bus Train: Route: 57 License: Veh No: Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: The customer said that 'all the time' the bus is late. He waited for bus 57 at 160 & TV Hwy from 2:55pm until 3:30pm w/no bus coming. The customer said 'it happens all the time.' Code : 5.60 Service Delivery Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 318998 Service Improvement Process Event Date: Thursday 8/05/2010 Time: 06:33 pm Reported: Friday 8/06/2010 Closed Status: 08/30/2010 Org: TriMet County: Received Via: Telephone Answer Needed: Summary: Witness comment - customer suspected that Op made negative comments about signage written in Spanish. Street: Direction: Stop: TV Hwy & 185th West Equip. Class: Bus Train: Route: 57 License: E235919 Veh No: 2914 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per customer: Female operator on vehicle id #2914 Notes: Via Spanish Interpreter: Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Customer states, "Yesterday, at 6:33p, I ran to the bus. The driver had already closed the door because she had already picked up people. The light was red. Why does this driver only pick up White people". After interpreter translated clarifying questions, the customer was able to board the bus because the operator opened the doors for her to board. Customer then asks, "The driver only gave me a little over 1 hour on my ticket". Via the Interpreter, customer was quoted fare policy from the TriMet website. Then customer stated, "She (driver) was talking to a man on the bus, he was standing next to her and they were talking about why are some signs written in Spanish. It was insulting to me and other people on the bus". The Interpreter, when translating, stated that the customer could not understand what was said between the operator and the male passenger since it was in English. The customer could not recall any words that were said but she felt that it was negative. Code : 5.40 Personal Behavior Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 319618 Service Improvement Process Event Date: Thursday 8/12/2010 Time: 04:37 pm Reported: Thursday 8/12/2010 Closed Status: 08/30/2010 Summary: complaint Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Adair & 10 Equip. Class: Bus Train: Route: 57 License: E235943 Veh No: 2938 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Opr told the customer she needs to quiet down. The customer said she was just talking w/her friend in a normal tone of voice. Opr stated: "Yeah you're bothering me I have to drive." Driver stopped to get a drink at a gas staion. The customer said she's not talking loud. The customer said "ok" and respected that however started to talk to her friend again. The driver told her again to be quiet again. Code : 5.10 Customer Interactions 41.00 Operating Policies & Procedure Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 319651 Service Improvement Process Event Date: Thursday 8/12/2010 Time: 04:54 pm Reported: Friday 8/13/2010 Closed Status: 09/10/2010 Summary: Operator requests passenger move to back of bus to converse Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: forest grove West Equip. Class: Bus Train: 5768 Route: 57 License: E235943 Veh No: 2938 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: older femal, 5'6" tall, gray hair Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: I was riding from Hillsboro to Forest Grove. I was sitting in the second to front seat talking to a friend. The bus driver told us that our talking was annoying and to move to the back of the bus. We moved to the back but she kept on harassing us. She threatened to kick us off the bud if we didn't sit quiet. She stopped in the slow lane in front of the Chevron in Cornelius, not at a bus stop, and for 6 minutes we sat in the road while she filled up a big gulp soda drink. Once my friend got off she had to get her bike, but the driver was inching forward to intimidate my friend into hurrying up. I got off the bus at council street crying. I will never board the bus again with her driving. subject: Employee Commendations and Complaints Feedback: Complaint Bus or rail line: 57-TV Hwy/Forest Grove Date of event: 8/12/2010 Time of event: 1654 Location or boarding stop: forest grove Direction of travel: West Vehicle ID number: 2938 Gender of employee: Female Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 319651 Service Improvement Process Event Date: Thursday 8/12/2010 Time: 04:54 pm Reported: Friday 8/13/2010 Closed Status: 09/10/2010 Summary: Operator requests passenger move to back of bus to converse Org: TriMet County: Received Via: Internet Answer Needed: No Answer Description of employee: Older female, about 5'6", yellow vest, short grey hair Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 320445 Service Improvement Process Event Date: Monday 8/16/2010 Time: 12:45 am Reported: Monday 8/23/2010 Closed Status: 08/30/2010 Summary: Operator very untactful Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: East Equip. Class: Bus Train: 5471 Route: 54 License: E235914 Veh No: 2909 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: "My husband and I were sitting on the bus and were across from each other in the priority seating. We were talking and I guess we might have been being to loud. The driver turns around and snottily says for us to just sit next to each other and talk so we don't make everyone else miserable on the bus! How rude is that!"" Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 321419 Service Improvement Process Event Date: Monday 8/30/2010 Time: 08:30 pm Reported: Thursday 9/02/2010 Closed Status: 09/03/2010 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Operator very nasty to customers, and stopped to fill Soda made bus late Street: Direction: Stop: Washington Square TC Inbound Equip. Class: Bus Train: 5471 Route: 56 License: E235910 Veh No: 2905 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Message: When a bus finally arrived at Washington Square I got on the bus and watched as the driver let others on the bus. This is probably the rudest bus driver I have ever seen with the way she was talking to other people, and I have been riding Trimet buses for at least ten years. I understand there is probably rules she has to follow, but she doesn't have be to nasty about it. Plenty of other passengers traded looks at how she was acting. Then just outside of Washington Square Mall she stops in the middle of the road next to a Shell gas station, gets up and leaves the bus to go fill up her soda cup in the little mini mart attached to the gas station. She took a while doing so. While she was gone everyone started talking wondering is she was allowed to do that, and a lady chimed in that she does it "all the time". So now my bus was running late getting downtown after having had a long day at work. I had to RUN and jump inside my green line max when we finally got downtown , that unscheduled soda stop for the driver almost made me miss my max home, and I would have had to wait a long time for the next one, something I was not wanting to do. Overall I am just AMAZED that such a nasty woman is allowed to keep working and treating your customers the way she does. I do know that if I ever see her again I will refuse to ride her bus, I would rather wait another hour then have to put up with that again. subject: Employee Commendations and Complaints Feedback: Complaint Bus or rail line: 56-Scholls Ferry Rd Date of event: 08/30/2010 Time of event: 8;30PM Location or boarding stop: Direction of travel: Select a direction Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 321419 Service Improvement Process Event Date: Monday 8/30/2010 Time: 08:30 pm Reported: Thursday 9/02/2010 Closed Status: 09/03/2010 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Operator very nasty to customers, and stopped to fill Soda made bus late Vehicle ID number: 2905 Gender of employee: Female Description of employee: white woman in her 40's or 50's, greyish hair and wearing a bright vest as if she was doing construction. Code : 5.10 Customer Interactions 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 321486 Service Improvement Process Event Date: Thursday 9/02/2010 Time: 01:40 pm Reported: Thursday 9/02/2010 Closed Status: 10/01/2010 Summary: Operator not picking up & also she is very unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Equip. Class: Bus Train: 5768 Route: 57 License: E235912 Veh No: 2907 Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Customer stated that " The bus driver has only a 1/2 a bus load of people and has her sign on drop off only because she is lazy and doesn't want to pick anyone up! She is not running late at all, and is making the bus behind her pick up all her slack! She is extremely rude and I am sick and tired of her yelling at me for having a normal conversation at the back of the bus. I have complained about her before and I am really getting sick and tired of her and yet she is still on this bus line!" Code : 5.10 Customer Interactions 5.30 Driving Behavior 5.60 Service Delivery Category: Bus Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 321610 Service Improvement Process Event Date: Friday 9/03/2010 Time: 02:25 pm Reported: Friday 9/03/2010 Closed Status: 10/01/2010 Summary: Operator passed up stop for passenger on bus Org: TriMet County: Received Via: Telephone Answer Needed: Street: Direction: Stop: 4th & Adair West Equip. Class: Bus Train: 5768 Route: 57 License: E235934 Veh No: 2929 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Caller said " As soon as she shut the doors for one stop we pulled the cord immediately for the next stop. I am disabled, and now because the didn't stop I am having to walk back a long way for my stop on a fractured ankle. She said to me you need to pull it sooner thatn that. Well, you can't pull it any sooner than when the doors shut!" Code : 5.60 Service Delivery Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 321614 Service Improvement Process Event Date: Friday 9/03/2010 Time: 02:59 pm Reported: Friday 9/03/2010 Closed Status: 10/01/2010 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Service Delivery - alleges Op advised no seats avail (which led to a pass up) yet had seats in back of bus. Street: Direction: Stop: near Hillsboro TC Equip. Class: Bus Train: Route: 57 License: E235934 Veh No: 2929 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per customer - female operator on vehicle id #2929 Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Customer states, " I'm not exactly sure where this happened at but the driver was very rude. The bus number was #2929. I was somewhere on baseline by the Hillsboro TC. She didn't let me get on the bus. She said the bus was full but I saw some seats open in the back". Code : 5.10 Customer Interactions 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 321721 Service Improvement Process Event Date: Monday 8/30/2010 Time: 10:15 pm Reported: Tuesday 9/07/2010 Closed Status: 09/09/2010 Summary: late / unprofessional Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: 7300 sw beaverton hillsdale East Equip. Class: Bus Train: 5471 Route: 54 License: E235910 Veh No: 2905 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: older female, small woman, glasses Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: This particular driver is late almost every time she drives.She is also very confrontational with the passengers. On this occasion she pulled up the the 7300 block heading east 11 minutes late. This means it took her 18 minutes to drive from her origin to the 7300 block. That is just short of the total time it should take her to get downtown.Just before capital hill she stopped for no reason (not at a stop) for two minutes to eat. at this point the bus was getting later and people, including me, are missing connections. The passengers became agitated at her disregard and began to voice their feelings.At this point she decided,out of spite, to drive the bus even slower than before and then continues to tell the passengers that if they don't like being late they should catch the later bus. That line of thinking shows that she feels it is alright to double the travel time and if anyone has a problem with that, so what. We arrived downtown at 10:36pm(14 minutes late). There is no excuse to arrive that late at night with no traffic whatsoever.Because of that, I missed my connection and added 40 minutes plus a mile walk with two bags of groceries to my commute. Her childish, unprofessional behavior and obvious disregard for her passenger's time is disturbing at best. I do not feel that this driver represents the consistent quality of service provided by Tri-Met. Tri-Met is a fantastic transit authority, the best I have ever experienced, and i feel that this driver does not at all meet the expectations set by Tri-Met. You would do well as an organization to take complaints against this driver seriously. Thank you for your time lifetime rider) subject: Employee Commendations and Complaints Feedback: Complaint Bus or rail line: 54-Beaverton-Hillsdale Date of event: 8/30/10 Time of event: 10:15-10:40pm L ti b di t Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 321721 Service Improvement Process Event Date: Monday 8/30/2010 Time: 10:15 pm Reported: Tuesday 9/07/2010 Closed Status: 09/09/2010 Summary: late / unprofessional Org: TriMet County: Received Via: Internet Answer Needed: No Answer Location or boarding stop: 7300 block sw Beaverton-Hillsdale Direction of travel: East Vehicle ID number: 2905 Gender of employee: Female Description of employee: older, small woman. glasses Code : 5.10 Customer Interactions 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 322118 Service Improvement Process Event Date: Thursday 9/09/2010 Time: 03:00 pm Reported: Thursday 9/09/2010 Closed Status: 09/09/2010 Summary: Operator being unprofessional towards customers Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Murray & TV Hwy West Equip. Class: Bus Train: 5767 Route: 57 License: E235941 Veh No: 2936 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: "Myself and my girlfriend got on the bus, and we had just got done grocery shopping. The bus was packed with people so we moved as far back as we could, and set our bags down. Then we were getting ready to get off as our stop was next. She literally pulled over in the middle of the street and yelled at us that we needed to get out of her door and move our bags! She was so rude and mean about it. She didn't say please or anything. We later learned from another customer that she was like this to some other customers already." Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 322534 Service Improvement Process Event Date: Friday 9/03/2010 Time: 06:30 pm Reported: Tuesday 9/14/2010 Closed Status: 09/14/2010 Summary: opr 'rude...kept yelling at everybody' Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: TV Hwy & Murray North Equip. Class: Bus Train: 5768 Route: 57 License: E235934 Veh No: 2929 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, older, blond hair, glasses Notes: it was in the pm early evening your welcome Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Message: Really rude,kept yelling at everybody, stopped the bus on the side of the road not a bus stop "im not going to move this bus til everyone stops talking its your choice i dont want to hear about your kids or where your going to meet up later or you on your phone,"its your choice wether i move the bus i can wait"when bus was packed she kept telling people to move to a seat when there was no seats avalible and to move away from the exit doors she pulled over again to get up and come yell in someones face about how they were blocking the exit doors . the next max stop people were acually saying that they wish they took the max insted most of everybody got off the bus exept 4 people besides me..im only a concered citzen subject: Employee Commendations and Complaints Feedback: Complaint Bus or rail line: 57-TV Hwy/Forest Grove Date of event: september 3rd 2010 Time of event: 6;30ish L ti b di t Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 322534 Service Improvement Process Event Date: Friday 9/03/2010 Time: 06:30 pm Reported: Tuesday 9/14/2010 Closed Status: 09/14/2010 Summary: opr 'rude...kept yelling at everybody' Org: TriMet County: Received Via: Internet Answer Needed: No Answer Location or boarding stop: tv highway/murrey Direction of travel: North Vehicle ID number: bus 2929 Gender of employee: Female Description of employee: xxx Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 323591 Service Improvement Process Event Date: Thursday 9/23/2010 Time: 04:39 pm Reported: Thursday 9/23/2010 Closed Status: 10/01/2010 Summary: Operator impatient with boarding customers Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: forest grove Inbound Equip. Class: Bus Train: 5767 Route: 57 License: E235929 Veh No: 2924 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: driver was rude to anybody that got on the bus Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction woman did not have enough fare - operator kept trying to tell the woman she did not have enough money yelled at caller and boyfriend not to smoke in shelter a disabled man pulled the bell - the operator failed to stop would not let the gentleman off until the next stop the operator said the man was yelling at her, the operator was not yelling at her operator kept paying attention to the farebox which kept beeping farebox was not taking money Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 324292 Service Improvement Process Event Date: Thursday 9/30/2010 Time: 02:50 pm Reported: Thursday 9/30/2010 Closed Status: 09/30/2010 Summary: Operator requires customer put unlit cigarette away Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: tv hwy Outbound Equip. Class: Bus Train: Route: 57 License: E235937 Veh No: 2932 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female Notes: line 57 bus number 2932 boarding the bus with cigarette in ear operator said this is a smoke free zone told the caller that he needed to put cigarette away Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction caller stated the cigarette was unlit - he had not been smoking the cigarette operator also told the customer that he was talking too loud while on the phone this operator is weird - caller has two family members that are operators - Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 324538 Service Improvement Process Event Date: Friday 10/01/2010 Time: 09:50 pm Reported: Monday 10/04/2010 Closed Status: 10/06/2010 Summary: Operator being very unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: 198th & TV Hwy West Equip. Class: Bus Train: 5776 Route: 57 License: E235943 Veh No: 2938 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: "The driver is very rude to me every time I get on the bus. She has attitude with me no matter what. I had bought a Day Transfer at the beginning of the day and when she checked my fare she said that it was not a valid day ticket. She said that she was going to turn on her camera's because I needed to pay 2.30 cents. I told the driver that I was not going to pay for it because I had paid for an all day fare. She pressed some buttons and I don't know what she did but she had attitude with us the whole time. Then last night bus 2931 had the same driver and it was 10:57pm we got on at Winco Foods at stop 4119 and were going East and we had all our kids with us and had just gone grocery shopping. Well when we got on the bus the driver was already acting rude to us, and she kept making us move back and forth in the seats with all of our groceries. One passenger asked us why the driver kept making us move and we said we did not know? Then she said that we needed to be quiet and not talk because she did not want to hear any talking! I am really sick and tired of this driver treating me this way every time I get on her bus." Code : 5.10 Customer Interactions 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 324709 Service Improvement Process Event Date: Monday 10/04/2010 Time: 09:28 pm Reported: Tuesday 10/05/2010 Closed Status: 10/15/2010 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Operator stopping @ non-designated stop & also very unprofessional to customers, and not following open door policy. Street: Direction: Stop: Washington Square TC East Equip. Class: Bus Train: 5470 Route: 56 License: E235939 Veh No: 2934 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Subject Description: Female, Older, gray hair, very tan Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: "I have worked at the mall for 7 yrs. and I have never seen anyone like her in my 7 yrs. When we leave Wash. Sq. and there is a stop at the Shell Station that is just outside of the Square. When she does this she leaves 2-3 min. early from the mall and stops at this station to get water or food and takes 4-5 min. to do this. Also, she doesn't care about people at all, it doesn't matter if it is cold or hot. She keeps her door open but will not allow us to board the bus while she has her back turned or is adjusting her tickets or whatever. She won't let us on even though she is there. I got so tired of waiting last night to get on because a girl was getting her money out to pay and I have a pass, and so I just got on past her and showed her my pass. She called me back and said I needed to wait for the woman to pay before I get on. Then she told me that I had to come back and show her my pass again. I did this, but she is so awful!" Code : 5.10 Customer Interactions 5.20 Policy Disputes 5.60 Service Delivery Category: Bus Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 325035 Service Improvement Process Event Date: Thursday 10/07/2010 Time: 02:00 pm Reported: Thursday 10/07/2010 Closed Status: 10/08/2010 Summary: Operator requests three passengers to keep it down Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: 2nd and baseline Outbound Equip. Class: Bus Train: 5767 Route: 57 License: E235919 Veh No: 2914 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, middle aged, blondish Notes: caller lady and gentleman were near the front of the bus talking operator said you need to quiet down back there customer stated we were not talking loudly caller and others continued to talk the operator again said you need to quiet down the three looked at one another with surprise customer stated it was not like we were talking loud Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 325046 Service Improvement Process Event Date: Thursday 10/07/2010 Time: 03:30 pm Reported: Thursday 10/07/2010 Closed Status: 10/14/2010 Summary: Stroller policy Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Equip. Class: Bus Train: Route: 57 License: E235919 Veh No: 2914 Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: 1st in line, crowded group: Driver ordered passenger to take child out of stroller prior to boarding. The customer said she did oblige the driver & got on board after folding the stroller. However she knows that she is able to board w/the child in the stroller & wants the driver reminded of the policy. Operator would not allow the customer to speak operator said to the customer I don't speak to people like you customer tried to explain the policy to the operator and she continued to talk over the customer assured the operator three times that she would take her child out of stroller after boarding customer tried to explain what the policy actually is after having contacted customer service customer was trying to be civil - did not want conflict Code : 41.00 Operating Policies & Procedure Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 325436 Service Improvement Process Org: TriMet County: Received Via: Telephone Answer Needed: Verbal Direct Access Event Date: Monday 10/11/2010 Time: 09:14 pm Reported: Tuesday 10/12/2010 Closed Status: 10/21/2010 Summary: Alleges a Line #56 operator stopped at a gas station to get coffee Street: Direction: Stop: Washington Square Inbound Equip. Class: Bus Train: Route: 56 License: Veh No: Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per customer: female operator Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Irate customer statse, "I want to talk to a supervisor now. I had to call the cops on one of your buses last night. It was the #56. She (driver) pulled over on SW Scholls Ferry & Hall, went to the gas statoin to get a cup of cofee. She didn't say anything to us about it. I got on the bus back at Washington Square around 9:14p. When I got on the bus, she said that I would have to mute my headphones because not everyone might like my music. Maybe she said that to me because she thought I was listneing to rap music because I'm Black. I went sat in the back of the bus. I don't expect your drivers to tell me I have to cut off my music. She didn't leave for another 15 minutes. I want to know what's going to happen with this. I pay a lot of money for a pass and I don't feel I got my money's worth. I want to make sure a supervisor is going to know about this". Customer was assured that his complaint will be forwarded and any discussion about this complaint between a manager and the employee is a private matter. Customer responed, "I want them to call me when they get this then. Is she suppose to be stopping for coffee? She didn't say she was going to use the bathroom. If a supevisor doesn't call me then my only recourse is to call the news about what happened. I want to know this complaint is going to be read". Code : 3.20 Off route operation Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 325447 Service Improvement Process Event Date: Friday 10/08/2010 Time: 07:50 pm Reported: Tuesday 10/12/2010 Closed Status: 11/03/2010 Summary: Rude opr complaint, fare dispute Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Sunset Esplanade West Equip. Class: Bus Train: 5776 Route: License: E235928 Veh No: 2923 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, 'older,' wears glasses Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Customer boards w/2 kids. Opr tells customer that she needs to pay for her son. The customer said her son is big for his age however is 6 years old. The customer said she remided the driver that her child is 6 years old as she's told the driver the same thing before. Code : 5.10 Customer Interactions 41.00 Operating Policies & Procedure Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 325489 Service Improvement Process Event Date: Thursday 10/07/2010 Time: 01:15 pm Reported: Tuesday 10/12/2010 Closed Status: 11/07/2010 Summary: Felt op. was encroaching upon her freedom speech rights Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Subject Description: Female Equip. Class: Bus Train: 5767 Route: 57 License: E235919 Veh No: 2914 Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Message: I was riding the 57 bus Thursday Oct 7th from Beaverton to Forest grove the bus # was 2914this would have been about 1:15 pm. I was sitting up in the front of the bus and there were two women that were talking when the bus driver told these two women that they had to end their conversation as it was making people Uncomfortable At that point they did not end their conversation and I joined in. The conversation was not loud or threatening, The discussion was about how there seems to be so much Spanish spoken here in America? A second time the Driver said that we had to Shut up as it was making people Uncomfortable and was affecting My driving Again there was nothing loud, threatening or confrontational about this conversation. Since when is it Trimet policy to have your drivers declare my Constitutionally guaranteed and protected right of free speech null and void? Maybe if more people would have gotten "Uncomfortable" in the first place we wouldn't be in this mess? subject: Employee Commendations and Complaints Feedback: Complaint Name: Gale Mailing address: Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 325489 Service Improvement Process Event Date: Thursday 10/07/2010 Time: 01:15 pm Reported: Tuesday 10/12/2010 Closed Status: 11/07/2010 Summary: Felt op. was encroaching upon her freedom speech rights Org: TriMet County: Received Via: Internet Answer Needed: No Answer Daytime phone: from: Cleanwaiter@yahoo.com Bus or rail line: 57-TV Hwy/Forest Grove Date of event: 10/07/10 Time of event: About 1:15 pm Location or boarding stop: Direction of travel: West Vehicle ID number: 2914 Gender of employee: Female Description of employee: Slender female Code : 5.10 Customer Interactions 5.20 Policy Disputes Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 326754 Service Improvement Process Event Date: Monday 10/25/2010 Time: 10:30 pm Reported: Tuesday 10/26/2010 Closed Status: 10/29/2010 Summary: Operator far to carried away with people not talking Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Downtown Equip. Class: Bus Train: 5470 Route: 54 License: E235907 Veh No: 2902 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Subject Description: Female, elderly, curly hair, caucasian Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: "Last night I was riding the bus and we were in downtown, and the whole bus was as quiet as the grave, because any time anyone tried to say anything the driver would just yell at them. Someone needs to talk this woman and tell her that she is driving a bus and people are going to talk to each other. My friend and I were not being crude, or lude in any way. It was absolutely ridiculous!" Code : 5.10 Customer Interactions 5.40 Personal Behavior Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 327837 Service Improvement Process Event Date: Friday 11/05/2010 Time: 05:15 pm Reported: Friday 11/05/2010 Closed Status: 12/06/2010 Summary: Caller threatens to punch operator in the mouth if he sees her again Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: beaverton tc Outbound Equip. Class: Bus Train: 5776 Route: 57 License: E235936 Veh No: 2931 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: bus 2931 rudest bitch I have ever seen in my life had hands full of groceries / told the operator I will be right back operator stated the operator was a rude son of a bitch Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction when the customer came back the operator told the customer he needed to pay before he goes to the back of the bus customer stated that if he boards the bus again he will punch her in the mouth after asking for the caller's name caller stated I am not leaving my name caller said, have the bitch fired / do what I said fire the bitch cautioned the caller he should not threaten the operator caller hung up Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 330962 Service Improvement Process Event Date: Saturday 12/11/2010 Time: 06:30 pm Reported: Monday 12/13/2010 Closed Status: 12/13/2010 Summary: Operator unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: winco Outbound Equip. Class: Bus Train: 5773 Route: 57 License: E235925 Veh No: 2920 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: boarded the bus - there was another passenger smoking at the stop operator told the customer that she did not need to pick up when someone is smoking at the stop another person was riding the bus - the person did not pull the cord in a timely manner -operator told the customer she did not have to stop caller stated if she sees this operator she does not board her bus Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 331452 Service Improvement Process Event Date: Thursday 12/16/2010 Time: 10:00 pm Reported: Friday 12/17/2010 Closed Status: 12/28/2010 Summary: Operator not being helpful & unprofessional Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: TV Hwy. West Equip. Class: Bus Train: 5776 Route: 57 License: E235942 Veh No: 2937 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Message: Last night I was traveling alone on my way home from work in the Tanasbourne area. I just moved to Hillsboro, and am not familiar with this bus route, nor the stops or street names. The bus stopped at the Hillsboro Transit Center, so I stood up to ask the driver if she stopped on 331st. She said she didn't know the street names of her stops. I told her I thought it was past Winco, and she said she stopped at Winco. I told her I needed to get past Winco and she said I needed to give her plenty of notice to stop. So I asked her when she would like me to request my stop. She said "when we get to 17th street". I asked her what street 17th was, reminding her I had just moved here and she told me I had to sit down and stop talking to her. She did not tell me where 17th was. She was extremely rude and not helpful at all. I work in the customer service industry, and I would never, ever turn a customer away without doing everything I could to help. The bus was stopped when I stood u p to ask her a question, and she acted very 'put-out' and 'disgusted' that I stood up without the intention of getting off at the HTC. All I needed her to do was answer a question. I find it very unnerving that she is driving at night, and does not know her stops. Also, I was under the impression that if you are a female traveling alone at night, you can request the driver to stop anywhere along the route (as long as it is safe). She made me feel not safe at all, and I am wondering if I made the wrong choice in moving and having to rely on Tri-met for my safe commute to and from work. I felt like she did not have one ounce of concern for my safety. I hope this is a one-time event and will not happen again. I also hope that the driver was just filling in for someone else that night, and will not be the regular driver. Otherwise I will not feel at ease on my commute home at night. subject: Employee Commendations and Complaints Feedback: Complaint Bus or rail line: 57-TV Hwy/Forest Grove Date of event: 12/16/2010 Time of event: 10:00pm Location or boarding stop: Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 331452 Service Improvement Process Event Date: Thursday 12/16/2010 Time: 10:00 pm Reported: Friday 12/17/2010 Closed Status: 12/28/2010 Summary: Operator not being helpful & unprofessional Org: TriMet County: Received Via: Internet Answer Needed: No Answer Location or boarding stop: On bus travelling from TV Hwy to Forest Grove Direction of travel: West Vehicle ID number: 2937 Gender of employee: Female Description of employee: Older woman with a little shorter than shoulder length light brown/grey hair. Code : 5.10 Customer Interactions 5.20 Policy Disputes 5.60 Service Delivery Category: Bus Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 331553 Service Improvement Process Event Date: Sunday 12/19/2010 Time: 06:27 pm Reported: Monday 12/20/2010 Closed Status: 12/31/2010 Summary: Hard stop causes co worker to fall from seat - ACID 613163 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: washington square Inbound Equip. Class: Bus Train: 5467 Route: 56 License: E211530 Veh No: 2653 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, brown hair, 40ish Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: had a small incident on the bus half way to portland a truck pulled out in front of the bus caller riding along with a co-worker buddy was laying on the back set bus made a hard stop buddy flew off the seat - he got up - he thought he was okay - felt a little dizzy the vent was wide open - caller pulled the vent down because it was so cold operator pulled over - told the caller that she already told them the vent needs to be opened the caller then asked if they could fill out a comment card on the hard stop Operator handed out comment cards to everyone except the two operator called dispatch re the hard stop operator said supervisor was on the way customer stated operator was upset because they shut the vent the bus was sitting waiting for supervisor the two decided to get off the bus to have a smoke while waiting for the supervisor the bus pulled off leaving the two behind customers stayed at the stop for about an hour - supervisor did not arrive majority of operators are great - this operator must have been having a bad day Code : 5.10 Customer Interactions 5.30 Driving Behavior Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 331558 Service Improvement Process Event Date: Saturday 12/18/2010 Time: 10:00 pm Reported: Monday 12/20/2010 Closed Status: 12/30/2010 Summary: Operator fails to leave doors opened while laying over Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: beaverton tc Outbound Equip. Class: Bus Train: 5773 Route: 57 License: E235925 Veh No: 2920 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: blond haired female, late 50's early 60's Notes: bus driver boarded the bus - operator's usually leave bus opened kicked everyone off the bus and locked the doors there was a family unit with a very small baby Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction gone about 10 minutes - that was enough time to freeze everyone Code : 41.00 Operating Policies & Procedure Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 331591 Service Improvement Process Event Date: Saturday 12/18/2010 Time: 05:38 pm Reported: Monday 12/20/2010 Closed Status: 12/28/2010 Summary: Rude driver complaint Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: BTC Equip. Class: Bus Train: Route: 57 License: E235925 Veh No: 2920 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, cauc, 50-55, sandy hair. Notes: The customer said that this is one of the rudest drivers. Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction The driver told his girlfriend she was speaking too loud and that she couldn't concentrate. Then told a Mexican woman who was in the midst of stowing her cart underneath her seat to stow her cart. Caller said the driver was very rude to everyone on the bus. Caught same bus driver coming back. The driver told him to unfold his 1/2 folded transfer. Customer was upset becasue she didn't remember him from the trip he took out to deliver a christmas package to his girlfriend's mom. Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 331605 Service Improvement Process Event Date: Sunday 12/19/2010 Time: 01:37 am Reported: Monday 12/20/2010 Closed Status: 12/28/2010 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Alleges several times Op told hearing impaired cust to be quiet and threatened to kick cust off bus. Street: Direction: Stop: East Equip. Class: Bus Train: Route: 57 License: E235925 Veh No: 2920 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per cust: female op on vehicle id #2920 Notes: Customer sent below email on 12-19-10 at 1:55am: To: CS Subject: Unpleasent ride Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Hello. My name is XXX. I am writting this email on one of your busses. I am riding line 57 to beaerton TC the bus number is 2920. Its is about 1:37am on 12/19/2010. So I am having a conversation with my husband and your driver is being very rude. She is constantly telling me to be quiet when I'm not being loud at all. I am deaf and my hearing aids are very poor quality so sometimes my voice tends to be kind of loud. I tried to lower my voice but everytime I speak, she threatens to kick me off the bus. I do not like to be threatend in any way. I pay my fare just like all the other passengers so I deserve to be treated with respect. And not have my ride threatend. I ride trimet every day to run errands and go to work and I love the srevice trimet provides, however it is drivers like her that make me question the coustomer service skills that trimet provide their drivers. I would like to see this driver to be reprimanded for her behavor to the hearing impaid. Its fine if I was being to loud however there is a polite and respectful way of going about it. Thank you for reading my email. XXX Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 333618 Service Improvement Process Event Date: Thursday 1/13/2011 Time: 08:05 pm Reported: Friday 1/14/2011 Closed Status: 01/24/2011 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Alleges Op would not make a courtesy stop in an area where other operators have stopped. Street: Direction: Stop: 338th & Baseline West Equip. Class: Bus Train: Route: 57 License: Veh No: Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per customer: female operator, older, slender, straight gray hair, shoulder length, Caucasian Notes: Customer states, "Last night the driver wouldn't make a courtesy request for me at Baseline at 334th area. 19 out of 20 drivers have done this for me. The other drivers have never said it was unsafe. The driver last night didn't say that it was unsafe, she said that she doesn't stop at any stop other than a bus stop. That doesn't make any sense. Then why does your website say that you can request a courtesy stop after 8pm". Code : 5.60 Service Delivery Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 333819 Service Improvement Process Event Date: Sunday 1/16/2011 Time: 09:28 pm Reported: Wednesday 1/19/2011 Closed Status: 02/04/2011 Summary: Passed up customer Org: TriMet County: Received Via: Internet Answer Needed: E-Mail Street: Direction: Stop: North 6126 - Washington Square Rd AT #9050, North Equip. Class: Bus Train: 5467 Route: 56 License: E235929 Veh No: 2924 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Message: My wife and I just moved to SW Portland yesterday. She has been using TriMet for over a year now to get to and from work. Today she waited at stop ID 6126 to take the 56 bus to Portland City Center. She was there more than 10 minutes early and had reflective gear (she rode a bicycle there) on and the bus just drove right past her. She was waving her hands, and even banged her hand on the bus when she realized it was not stopping for her. She now has to wait over an hour for a taxi to come pick her up. This is going to be very expensive, and she will be late for work. I expect some kind of reimbursement for this, and would like to hear from an actual person, as opposed to an automated response. This is ridiculous, and should not happen! Code : 5.60 Service Delivery Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 333879 Service Improvement Process Event Date: Friday 1/14/2011 Time: 10:40 pm Reported: Wednesday 1/19/2011 Closed Status: 01/31/2011 Summary: complaint re: stroller policy Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: 19th Ave North Equip. Class: Bus Train: Route: 57 License: E235912 Veh No: 2907 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Message: this lady was very rude with me when i was getting on the bus i had my one year old daughter with me and she wouldnt let me get on the bus with her stroller and i know i have to take her out and what not but she said i have to take it down first and there was only 3 people on the bus and i had a duffle bag my purse the diaper bag and a small bag of shoes and the ground was wet and she wanted me to take the baby out of her stroller with all that in my arms then get on the bus and i told her i can not do all that and she told me she didnt care and i said "jesus christ" and picked up the stoller with my daughter inside and put it on the bus and shes like if ur gonna act like that i dont have to give you sevice and i said yes you do and some guy gets in it on her side and tells me she dont i said no one is talking to you and she tells me well your gonna talk like that in front of your daughter and i told her shes my daughter and im her mom and for her to do her own job so she t ells me we are not going enywhere till u come up here and pay fare and i said well if u were not being so rude i could have then she started in with my id cuz i payed a student fare cuz im only 17 and i was like really so i showed it to her and told her i wanted to go home and she said i didnt see it cuz u pushed it in my face i said thats ur problem and shes lke were not moving i said thats fine i did what u asked and i told her ur gonna be late not me but i payed my fare i took my duaghter out of her stroller and did what i do when i get on the bus eny other time and she didnt give me my transfer till i got off and showed her my id again cuz i needed to get on the max i jst thought i was rude and she didnt need to do and say what she did oh and also when in the begining when i got on when she was giving me attitude i asked for her name and her id number she didnt want to give it to me so i can report her subject: Employee Commendations and Complaints Feedback: Complaint Bus or rail line: 57-TV Hwy/Forest Grove Date of event: 1/14/11 Time of event: 10:40PM Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 333879 Service Improvement Process Event Date: Friday 1/14/2011 Time: 10:40 pm Reported: Wednesday 1/19/2011 Closed Status: 01/31/2011 Summary: complaint re: stroller policy Org: TriMet County: Received Via: Internet Answer Needed: No Answer Location or boarding stop: 19TH AVE Forest Grove OR Direction of travel: North Vehicle ID number: 2907 Gender of employee: Female Description of employee: she was a older lady with glasses i think and she had blonde hair and it was curly Code : 5.10 Customer Interactions 41.00 Operating Policies & Procedure Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 334426 Service Improvement Process Event Date: Saturday 1/22/2011 Time: 05:50 pm Reported: Tuesday 1/25/2011 Closed Status: 01/26/2011 Summary: Operator unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: 5599 - Tualatin Valley Hwy FS Murray, West Equip. Class: Bus Train: 5773 Route: 57 License: E235919 Veh No: 2914 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction got on the bus - standing near the back - driver looked through the mirror operator said sir take a seat operator said sir I need to you take a seat customer went ahead and sat down, there were others standing near the back door which the Operator did not address only a five minute bus ride customer near the back door to top it all off - the driver said to another passenger - I don't want him flying through a window if I stop quickly customer stated I am tall and kind of large - I set all day long - I would like to stand if I want to Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 335291 Service Improvement Process Event Date: Thursday 2/03/2011 Time: 11:21 am Reported: Thursday 2/03/2011 Closed Status: 02/09/2011 Summary: Operator inconsiderate Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, short blond hair, glasses, skinny, short Equip. Class: Bus Train: Route: 57 License: Veh No: Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: I am writing an e-mail to express how I feel about a certain bus driver, and how my experience was. I am uncertain of her name/bus number at this time, but it is #57/forest grove, there were multiple times where the driver had been extremely rude and inconsiderate to me, and others riding the bus. I believe that there were many complaints made also regarding her as well. The trips that I have had with her made me feel very displeased with Trimet's service. This certain bus driver makes me not want to use Trimet service at all! Thank you for giving me the time to send you my concerned complaint, and please follow up with any suggestions you have for me. Requested more information, customer responded: Hi, thank you for responding to my concern. The time that I usually take this bus is in the afternoon between 2 and 5 during the weekdays. Every single time that I get on, there is something wrong. For example; I will explain, there was one time where I was already on the bus, the bus was crowded and a hispanic lady got on the bus with a lot of groceries, and she yelled at her telling her that she can't have her bags next to her on the ground, or on top by the door (there was no where for her to sit down at, so the poor lady had no choice), and she didnt speak english, so the bus driver lady just demanded that she wasn't going to move any further until she got her bags off of the floor. I also had the experience with her as well, I was half way in the the bus towards the back, I was talking to my mom on my phone is a quiet manner, because I do not talk loud on the phone. She stops the bus and yells at me and tells me, YOU CANT TALK ON YOUR PHONE, IT SAYS RIGHT THERE ON THE SIGN THAT YOU CANT!! So i just calmly got off the phone and left it be... but there are a lot of complaints made to her. I am just asking that there be something done about it!! I don't even want to ride her bus anymore. I cant even afford to miss the bus, Its hard for me to even get bus passes... Thank you for your time and wanting to hear my feedback. subject: Service feedback Bus or rail lines: 57-TV Hwy/Forest Grove Days of the week: Weekdays Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 335291 Service Improvement Process Event Date: Thursday 2/03/2011 Time: 11:21 am Reported: Thursday 2/03/2011 Closed Status: 02/09/2011 Summary: Operator inconsiderate Org: TriMet County: Received Via: Internet Answer Needed: No Answer Time of day: 9 a.m.-3 p.m.3 p.m.-6 p.m. Specific concerns: Other concern/suggestion Current TriMet rider: Yes Primary purpose: School Type of fare: Honored Citizen Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 335318 Service Improvement Process Event Date: Sunday 1/30/2011 Time: 06:26 pm Reported: Thursday 2/03/2011 Closed Status: 02/09/2011 Summary: Operator acting an a professional manner Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: washington square Inbound Equip. Class: Bus Train: 5467 Route: 56 License: E235912 Veh No: 2907 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, blondish hair, 50ish Notes: mwitness comments Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction washington square line 56 operator told a passenger to sit down he had a loud boisterous voice he was standing near the front of the bus the gentleman got really upset with the Operator calling her a racist caller stated this had nothing to do with race operator only asking him to keep it down and not stand so near the Operator this gentleman said don't treat me like a child you are a racist it had nothing to do with race it was the fact that the gentleman was very loud the gentleman stated he was going to call and complain Code : 46.00 Witness Comments Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 335491 Service Improvement Process Event Date: Saturday 2/05/2011 Time: 08:10 pm Reported: Monday 2/07/2011 Closed Status: 02/08/2011 Summary: complaint - customer passed up (not at stop) Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Equip. Class: Bus Train: 5619 - Tualatin Valley Hwy NS Millikan Blvd, West Route: 57 License: E235936 Veh No: 2931 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Message: around 8:10pm I was at the at the cross walk on the opposite side off the bus stop, saw the bus at a distance coming to the light, her light turns red and my walk sign turns on I start jogging across to bus stop as well as flagging her down to show that I need to board the bus, all she did was point at the bus stop and continued to stop at the light as if there were no stop. I am complaining because I believe she was being very inconsiderate and rude, she had time and distance to pull over subject: Employee Commendations and Complaints Feedback: Commendation Bus or rail line: 57-TV Hwy/Forest Grove Date of event: 02/05/2011 Time of event: Location or boarding stop: 5619 Direction of travel: Select a direction Vehicle ID number: Gender of employee: Female Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 335491 Service Improvement Process Event Date: Saturday 2/05/2011 Time: 08:10 pm Reported: Monday 2/07/2011 Closed Status: 02/08/2011 Summary: complaint - customer passed up (not at stop) Org: TriMet County: Received Via: Internet Answer Needed: No Answer Description of employee: Older 50-60, white, shoulder length hair Code : 5.60 Service Delivery Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 335598 Service Improvement Process Event Date: Monday 2/07/2011 Time: 05:03 pm Reported: Monday 2/07/2011 Closed Status: 02/14/2011 Summary: Pass up (at stop) Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: 370 - Beaverton- Hillsdale OP 35th, West Equip. Class: Bus Train: Route: 54 License: E235945 Veh No: 2940 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: female Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: The customer said the bus passed her up. As soon as she saw the bus, she came out of the shelter. The customer is on her way to work. She said that this particular driver is "very rude." Whenever she's on her cell phone in the back of the bus, the opr. tells her to get off of the phone. She rides often w/the driver. Code : 5.40 Personal Behavior 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 337019 Service Improvement Process Event Date: Monday 2/21/2011 Time: 06:20 pm Reported: Tuesday 2/22/2011 Closed Status: 03/08/2011 Summary: operator unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: 6th and salmon North Equip. Class: Bus Train: 5668 Route: 56 License: E235922 Veh No: 2917 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, glasses, short, late 50's, white/blond hair Notes: witness comments Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction last night on bus about 6:30 pm bus was fairly empty - verified that the bus turns in to the line 56 upon boarding told the customer this is the drop off side your are supposed to board on 5th (in an unfriendly manner) couple stops later picked up 4 - 5 young men with skateboards they were very respectful - sat in front - having a conversation - no vulger language operator yelled cut out the chatter the operator then told the group they would either have to get off the bus or move to the back of the bus caller stated the operator was way over the top Code : 5.10 Customer Interactions 46.00 Witness Comments Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 337304 Service Improvement Process Event Date: Thursday 2/24/2011 Time: 04:28 pm Reported: Thursday 2/24/2011 Closed Status: 03/15/2011 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Opr made customers wait outside during bus' layover in freezing temperature Street: Direction: Stop: Beaverton TC Equip. Class: Bus Train: 5776 Route: 57 License: E235944 Veh No: 2939 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, short, cauc, blond hair, about 45 yrs old. Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: The customer said there are close to 20 people who wanted to wait on board the bus during the bus operator's layover. Bus operator exited via the back door & kept the bus doors shut. The operator told customers who wanted to be on the bus during layonver she had 10 minutes. Its 32 degrees or less outside. Customer was very upset about this. Code : 41.00 Operating Policies & Procedure Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 337322 Service Improvement Process Event Date: Thursday 2/24/2011 Time: 04:32 pm Reported: Friday 2/25/2011 Closed Status: 03/15/2011 Summary: Operator consistently condescending Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Equip. Class: Bus Train: 5776 Route: 57 License: E235944 Veh No: 2939 Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Message: I road on bus number 2939 at 4:32PM today 2/24. This driver is always rude, condescending and downright offensive with the way she talks to riders and treats them like they are worthless. I have never had a good experience with her, and I question if I should choose to ride TriMet in the future. Something needs to be done, and I think you guys should put undercover TriMet workers on routes and see what us customers have to go through on a daily basis. Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 337472 Service Improvement Process Event Date: Saturday 2/26/2011 Time: 02:30 am Reported: Monday 2/28/2011 Closed Status: 03/15/2011 Summary: Operator confrontational Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: hillsboro tc West Equip. Class: Bus Train: 5773 Route: 57 License: E-193052 Veh No: 1819 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: female, 50-60, wavy gray shoulder length hair, Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: This is the second or third time I've had this driver. She is aggressive and confrontational towards passengers, and tries to find anything she can pick at to start a fight with a passenger just so she can threaten to kick them off the bus and/or call the cops. This particular morning she was picking a fight with a gentleman who was having a phone conversation at a not unreasonable volume. She kept pointing back and screaming "You see that! You see that sign!" She was talking about the one that says not to disturb passengers, keep conversations at a reasonable level, etc. The driver was the only one disturbing anyone. I couldn't hear the guy at all over the noise of the bus, but I could certainly hear her. At one point she even stopped the bus and waited until the guy got off the phone while threatening to call the cops. The doors were wide open that whole time and it's 32 fucking degrees out. There's no reason for me to be exposed to the cold like that just because she has a complex. One of the last times I rode with her she had a complaint for almost every person that got on the bus. Almost everyone was doing something horribly wrong as far as she was concerned. And while she's never complained at/about me directly, dealing with her attitude makes my trips on the bus miserable. It's one thing when a driver puts their foot down with a passenger who is being legitimately problematic. It's a relief when said passenger is made to behave or is removed from the bus entirely. But when the driver starts looking to cause problems, it's another issue altogether. There's no reason a woman like this should be driving a bus when there are plenty of wonderful people are out of jobs due to the economy. All I want at 2:30 in the morning is to get home to my warm bed without listening to a crazed driver scream at passengers. It's bullshit, and I highly doubt she'll face a $250 fine for disturbing passengers as she did. subject: Employee Commendations and Complaints Feedback: Complaint Name: Matthew Trotter M ili dd Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 337472 Service Improvement Process Event Date: Saturday 2/26/2011 Time: 02:30 am Reported: Monday 2/28/2011 Closed Status: 03/15/2011 Summary: Operator confrontational Org: TriMet County: Received Via: Internet Answer Needed: No Answer Mailing address: 1819 Birch St., Apt. 2 Forest Grove, OR 97116 Daytime phone: 5033422495 from: trot5261@pacificu.edu Bus or rail line: 57-TV Hwy/Forest Grove Date of event: 2/27/2011 Time of event: 2:30am Location or boarding stop: Hillsboro Transit Center Direction of travel: West Vehicle ID number: 1819 Gender of employee: Female Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 337525 Service Improvement Process Event Date: Friday 2/25/2011 Time: 05:30 pm Reported: Monday 2/28/2011 Closed Status: 03/15/2011 Summary: Operator abusive & extremely unprofessional Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Hillsboro TC Equip. Class: Bus Train: Route: 57 License: Veh No: Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Subject Description: Smaller woman, older, shorter blonde hair, small glasses Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Message: While the majority of Tri-Met operators are very helpful and professional, one of the bus drivers acts abusively towards her riders. I have never been one of her victims but on a few occasions I have witnessed her act very rudely towards her riders for no apparent reason. What convinced me to write this comment is yesterday around 5:30 when her 57 bus arrived at the hillsboro transit center she got mad at an older woman who arrived late. She laid her hand down on the horn for an inappropriately long time, then when the lady wanted to board, she got on the intercom and screamed at her to get back to the curb before she drove off. I enjoy the tri met service but you cannot allow this lady to act like this because she will give an otherwise good organization a bad name. I do not know her name but she is the small, older bus driver with short blond hair and small glasses who was driving the 57 bus around 5:30 on Friday, the 25th of February. Thank you for taking my comment. Code : 5.10 Customer Interactions 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 338132 Service Improvement Process Event Date: Thursday 2/24/2011 Time: 05:30 pm Reported: Friday 3/04/2011 Closed Status: 03/21/2011 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Witness alleges Op, in an unprofessional/unkind manner told a passenger w/luggage that she couldn't board Street: Direction: Stop: near Baseline & Adams Equip. Class: Bus Train: Route: 57 License: E235944 Veh No: 2939 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per witness: female op on vehicle id #2939, blonde hair, wore glasses Notes: Witness sent the below email on 3-03-11 at 7:08pm: Message: Hello, The No. 57 bus, heading to Forest Grove, was full (with people standing) because it was late and because of the weather. I boarded OK, but the girl/ woman behind me was told she couldn't board because she had some luggage; a bag on wheels. It was only a standard size one, not huge. The driver said the bag would be a hazard. However, it was the way the driver said it - it was belittling to the girl. The driver was rude and impatient. The girl said she had been waiting a long time and was cold, etc. and pleaded with her to be let on. However, the driver wasn't budging. But she wasn't kind about it, just mean, which I thought was unnecessary. And I have seen this attitude before from Tri-Met bus drivers, unfortunately. They definitely need better customer service training. At the moment, they think they are the king of the road! Customers need to be treated better - without customers there is no Tri-Met! Please take this complaint seriously. I'm sure the girl complaine d about it herself also if she was able to. Sincerely, Janet subject: Employee Commendations and Complaints Feedback: Complaint Name: XXX Mailing address: Daytime phone: Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 338132 Service Improvement Process Event Date: Thursday 2/24/2011 Time: 05:30 pm Reported: Friday 3/04/2011 Closed Status: 03/21/2011 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Witness alleges Op, in an unprofessional/unkind manner told a passenger w/luggage that she couldn't board from: XXX Bus or rail line: 57-TV Hwy/Forest Grove Date of event: 2-24-11 Time of event: 5:30pm Location or boarding stop: Hillsboro - Baseline and Adams Direction of travel: West Vehicle ID number: 2939 Gender of employee: Female Description of employee: XXX, XXX Code : 5.10 Customer Interactions 46.00 Witness Comments Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 338244 Service Improvement Process Event Date: Friday 3/04/2011 Time: 07:30 pm Reported: Monday 3/07/2011 Closed Status: 03/21/2011 Summary: Operator requesting a child to be quiet or would kick of parents Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: TV Hwy & Barnes South Equip. Class: Bus Train: 5776 Route: 57 License: E235942 Veh No: 2937 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: Message: On bus 2937, bus driver advised mom and dad of child that if they didn't quiet child they would be removed. Bus driver has no right to threaten riders when children are present. Bus driver then stopped bus and demanded either the child be quieted or the bus wouldn't be moved. Parents of child demanded supervisor and bus driver stated no supervisors were available. Call was then placed to 911 and report was made with dispatcher who advised tri-met officer would be calling. Parents disembarked from bus on 174th and tv highway. Reason I'm sending is due to my own interactions were bus has physically pushed passenger back on bus, demanded others to move back when bus was already packed and her inabilities to handle driving bus at a consistent speed when no traffic existed. Expected outcome would be bus driver reassigned to bus that doesn't require interactions with young adults or children. Sincerely subject: Employee Commendations and Complaints Feedback: Complaint Bus or rail line: 57-TV Hwy/Forest Grove Date of event: 03/04/2011 Time of event: 7:30 on Location or boarding stop: Se tv highway and barnes Direction of travel: South Vehicle ID number: 2937 Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 338244 Service Improvement Process Event Date: Friday 3/04/2011 Time: 07:30 pm Reported: Monday 3/07/2011 Closed Status: 03/21/2011 Summary: Operator requesting a child to be quiet or would kick of parents Org: TriMet County: Received Via: Internet Answer Needed: No Answer 2937 Gender of employee: Female Description of employee: Glasses, elderly, short/petite Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 340255 Service Improvement Process Event Date: Sunday 3/27/2011 Time: 12:40 am Reported: Monday 3/28/2011 Closed Status: 03/29/2011 Summary: Rude driver complaint Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Hatfield Govn. Center West Equip. Class: Bus Train: Route: License: E211548 Veh No: 2612 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, short in stature, older, curly hair. Notes: Employee Commendation or Complaint ---------------------- Message ----------------------- Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction When I first boarded (after standing at my stop waiting for 50 minutes, which may or may not be normal) I tried to open a friendly dialogue, only for her to swiftly cut me off, asking me to sit down... which struck me as rude, but minor... but it seems that this was only the beginning of the trip. Only a few stops later another passenger boarded, and had some trouble with finding his change, though it was barely a moments delay, and she gave an exhasperated sigh, he immediately sat after paying and receiving his ticket, toward the back, where the rest of us had also decided to sit.... again, a rude, but minor event, however this was very shortly followed by a passenger pulling the stop signal, which went off, and the driver pulled the bus over at the stop, for the grand total of 3-5 seconds. I personally watched the passenger who requested the stop stand up IMMEDIATELY after she stopped, and just reach the door when she suddenly pulled back out onto the road and start driving .... only to pause at the light a few feet away. The passenger protested and requested she let him off, and the driver retorted back that she had pulled over, and he hadn't gotten off, even though she had barely given him ANY time to get to the door. The passenger was understandably irritated, and got off at the next stop... which was followed by another stop, not requested by any passenger. We had barely traveled a half block further when she suddenly pulled over, quite abruptly, and got out, apparently walking into a nearby gas station to get coffee, without a word to any of us. We waited for her to return, and after a few minutes she did... the rest of the trip was mostly uneventful, however I must remark that I have been riding tri-met for 15 years, and I have never had a driver rude as rude as she was... her behavior was completely unnecessary and unprofessional, and I promised to file a report for myself and some of the other passengers (all of whom agreed she was quit e rude). When I got off I double checked the identity of the bus, but should have though to ask her name (however, it was almost one, so I hope you can understand). I would respectfully request that something be done, it was a rather unpleasant way to deal with an already unpleasant evening. Thank you, and have a good night. ------------------ Employee Info --------------------Comment type: Complaint Gender: Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 340255 Service Improvement Process Event Date: Sunday 3/27/2011 Time: 12:40 am Reported: Monday 3/28/2011 Closed Status: 03/29/2011 Summary: Rude driver complaint Org: TriMet County: Received Via: Internet Answer Needed: No Answer Employee description: xxx ----------------- Time and Location -----------------Bus or rail line: Not applicable Date: 03-27-2011 Time: 12:40 Location: hatfield gov center Direction of travel: West Vehicle ID: 2612 --------------------------- Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 340384 Service Improvement Process Event Date: Monday 3/28/2011 Time: 05:38 pm Reported: Tuesday 3/29/2011 Closed Status: 04/06/2011 Summary: Operator will not adhere to open door policy Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Beaverton TC West Equip. Class: Bus Train: 5774 Route: 57 License: E235942 Veh No: 2937 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: ---------------------- Message ----------------------- Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction We, passengers, are tired of her. I have verified through Trimet that the Beaverton TC has an open door policy on the buses. This woman does not seem to understand this. I have been polite up till now. She has been informed of the policy on several occassions. She throws up her hand as to say, "Talk to the hand". Last week she got on her bus as a driver change. We understand that. But, hugging the other driver behind the closed doors is inappropriate. Then, she let him off, threw up her hand and said, "10 minutes". Then she closed the doors to the bus, and futzed around in her seat. Exactly one minute before she was to leave the transit center, she opened the doors to let us on. Of course, she has to hurry us along because now she is late. The same thing happened again yesterday, minus the hugging. She threw her hand up and said, "five minutes" then closed the doors to the bus an proceeded to futz in her chair until it came time to leave. I knocked on the door to get her attention, to explain to her that the open door policy applies to every bus at the TC. She ignored me. As it happens, after 5:30 PM, we have nobody to call. Nor, are there Supervisors to contact at the TC. We just have to sit on our hands and wait till the next day. I strongly suggest there be a Supervisor available at the TC after 5:30. At least until the rush is over, (5:30 - 6:30) so we have someone to police your bus drivers. They know that there is nobody to complain to at that time of day. And, have no problem treating Trimet passengers rudely. We pay for this service and deserve to be treated with respect. ------------------ Employee Info --------------------Comment type: Complaint Gender: Female Employee description: 5'.4" (Approx.) Blonde, with glasses, about 50 years old, slight build, white. ----------------- Time and Location -----------------Bus or rail line: Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 340384 Service Improvement Process Event Date: Monday 3/28/2011 Time: 05:38 pm Reported: Tuesday 3/29/2011 Closed Status: 04/06/2011 Summary: Operator will not adhere to open door policy Org: TriMet County: Received Via: Internet Answer Needed: No Answer 57-TV Hwy/Forest Grove Date: 03-28-2011 Time: 5:38 PM Location: Beaverton TC Direction of travel: West Vehicle ID: 5774 Code : 5.10 Customer Interactions 5.20 Policy Disputes 5.60 Service Delivery Category: Bus Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 340426 Service Improvement Process Event Date: Monday 3/28/2011 Time: 06:23 pm Reported: Tuesday 3/29/2011 Closed Status: 04/06/2011 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Witness: Op used an insulting and condescending tone when telling a passenger to get off his cell phone. Street: Direction: Stop: 24th & TV Hwy West Equip. Class: Bus Train: Route: 57 License: Veh No: Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per witness: female op Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Witness states, "I was on the #57 yesterday. The driver was absolutely horrible to a guy about talking on his cell phone. She (driver) has done this before to other people on the phone. I was sitting up front by the driver and the guy was a couple of seats away. I could hardly hear him talk and he wasn't saying anything vulgar or swearing. He was just talking to someone. I felt bad for him, the way she was talking to him. She was insulting and condescending (her tone). I didn't get her bus number". Code : 5.10 Customer Interactions 46.00 Witness Comments Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 341450 Service Improvement Process Event Date: Saturday 4/02/2011 Time: 10:00 pm Reported: Thursday 4/07/2011 Closed Status: 04/11/2011 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Summary: Alleges op used an unprofessional tone when responding to the customer's question Street: Direction: Stop: Hillsboro TC Equip. Class: Bus Train: Route: 57 License: E235906 Veh No: 2901 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: per cust: female op on vehicle id #2901, blonde hair Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Cust called on 4-07-11 to report incident that took place on 4-02-11 Customer states, "The driver made a derogatory comment. A bus was due at 9:54p and 10:17p. At 10pm, I didn't know if the bus was late or early. A bus came and I didn't know if it was the 9:54p bus or not. I paused my I-POD and asked the lady driver which bus she was. She said, 'Why don't you look at a schedule' in a real mean and snotty way. I told her I heard what she said. She thought I didn't hear her because of my I-POD but I paused it so I heard her. I politely asked her what her name was. She looked at me real crazy. When I went to get off the bus, she said, "Have a good night" with a real mean tone, like she was saying 'Get the hell off my bus'. That kind of tone". Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 343450 Service Improvement Process Event Date: Tuesday 4/26/2011 Time: 11:37 pm Reported: Wednesday 4/27/2011 Closed Status: 05/03/2011 Summary: Operator consistenly acting unprofessionaly towards customers Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Subject Description: Female Notes: To Whom It May Concern, Equip. Class: Bus Train: Route: 57 License: E235920 Veh No: 2915 Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction I am a frequent rider of line 57 and have frequently encountered a thoroughly rude and condescending driver. Last night (Monday April 26 11:37 pm) after a long and frustrating night at work, I confronted her about her behavior towards my fellow passengers asking if she felt it was necessary to be so consistently rude. She pulled the bus over several blocks from my stop and had me exit the bus. When I asked for her name she would not give it and referred me to the bus ID # (2915) and to you. I do regret that my temper got the best of me. When she said that she could call the police, I replied that she "Could, and I could tell them what a condescending bitch she is." My response was inappropriate and I should have restrained, however her cumulative behavior over the years in some ways does warrant such a reaction. I only hope that her attitude improves. Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 343866 Service Improvement Process Event Date: Saturday 4/30/2011 Time: 12:06 am Reported: Monday 5/02/2011 Closed Status: 05/02/2011 Summary: Alleges opr used an unprofessional tone and was argumentative Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Beaverton TC West Equip. Class: Bus Train: 5774 Route: 57 License: Veh No: Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per cust: female opr on line/train #5774, light blonde hair Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Customer states, "I got on the bus Saturday night going into Sunday morning. The bus was leaving the Beaverton Transit Center. I was with my husband who is my attendant. I wrote everything down while I was on the bus. I showed the driver my disabled pass with the 'A' on it. When we got on the bus with a 22" TV, the driver said we couldn't bring it on. My husband said that he knew that we could because we are carrying it, it's not blocking the aisle, it's a lot smaller than some of the big strollers that drivers let on the bus. The driver had no problem letting a small wheelchair on the bus. As the bus took off, she (driver) continued to dispute the fact that we had a TV on the bus. She was disparaging. She said that the bus was not a "moving company". We've never had a problem before when we bring things on the bus. The bus is what we take to get to places. We found the TV on CraigsList and was taking it home. Before getting on the #57, we brought in on the #19 bus and on the MAX and no one at TriMet said anything about it. The bus was not crowded. The TV was in our full control, the cord was taped and wrapped, we were blocking the aisle. I've seen drivers let huge strollers not be folded. What was the difference? Her treatment of us was unacceptable. She's been rude to us before. We've reported her before. She's still the same, she still gives people crap. She needs a harsher punishment. When we got off the bus, we looked at the front of the bus so I could write down the numbers on the front. She yelled, 'I can't believe you're looking at the number and gonna call in again'. Her bus number was #5774". Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 343975 Service Improvement Process Event Date: Monday 5/02/2011 Time: 11:05 pm Reported: Tuesday 5/03/2011 Closed Status: 07/01/2011 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Witness alleges opr stopped bus until all passengers were off their cell phones. Street: Direction: Stop: Beaverton TC West Equip. Class: Bus Train: Route: 57 License: Veh No: Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per witness: female opr, Caucasian, dirty blondish hair color, Caucasian Notes: ** Witness sent below email on 5-03-11 at 12:16am ** ------------------- Customer Info -------------------XXX ---------------------- Message ----------------------This bus driver, right as she was driving the bus away from the station told everybody they were not allowed to use their cell phones or any devices on the bus at all. She even stopped the bus until she was sure everybody was off their phones. This is the same bus driver who a few months back honked at a handicapped older woman and almost ran her over and said over the intercom to "Get out of my way". This driver does not represent Trimet in a professional manner and deserves to lose their job. ------------------ Employee Info --------------------Comment type: Complaint Gender: Female Employee description: XXX, XXX, XXX ----------------- Time and Location -----------------Bus or rail line: 57-TV Hwy/Forest Grove Date: 05-02-2011 Time: 11:05p Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 343975 Service Improvement Process Event Date: Monday 5/02/2011 Time: 11:05 pm Reported: Tuesday 5/03/2011 Closed Status: 07/01/2011 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Witness alleges opr stopped bus until all passengers were off their cell phones. Location: Beaverton Transit Center Direction of travel: West Vehicle ID: ------------------------------------------------------ Code : 5.10 Customer Interactions 46.00 Witness Comments Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 345266 Service Improvement Process Event Date: Friday 5/13/2011 Time: 11:15 pm Reported: Monday 5/16/2011 Closed Status: 05/16/2011 Summary: Operator not recognizing a month pass from TVM Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: hillsboro tc East Equip. Class: Bus Train: 5769 Route: 57 License: E235906 Veh No: 2901 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: slender female, curly bleach blond hair, glasses, mid 40's Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: When I boarded the 57 on my way home after work tonight I got on the bus and routinely showed the driver my bus pass. Feeling as though I gave her adamant time to view and acknowledge it I went ahead and sat down near the back of the bus. After everyone else had boarded and paid apparently she tried to call me back up to the front which I did not hear because I was wearing headphone as many people on the bus do. Since I couldn't hear her another passenger that could signaled to me visually that she was attempting to get my attention. I knew that my fare was good so I wasn't really sure what the issue was but I took my bus pass up with me anyway because I just figured she didn't see it or something. At first she started to tell me that I needed to pay the fare. Then mid sentence she took a closer look at my bus pass and asked me "Is that a monthly pass?" To that I replied yes, she said okay and I went and sat back down. Now I know it seems fairly insignificant that the driver didn't recognize the bus pass but there were a lot of factors that made it inconvenient as well as irritating for me. First of all the bus pass that I have for this month was purchased out of a machine at the Willow Creek transit center and I will admit it does look a bit different than the passes I've gotten out of the machines in the past. However this pass specifically says end of month May '11 at the top. It also says on the bottom that it's a monthly pass and it even has the $77 price printed on the bottom as well. I find it ridiculous that a Tri Met driver could look at that and think it was anything other than a monthly pass when it blatantly says it multiple times on the ticket itself that that's what it is. So that was one of the problems that she couldn't identify it the first time and the second time she still had to ask me. The bigger problem to me though was the way that she tried to handle it. She just sat at the front of the bus saying something like I was go ing to hear her although as I mentioned before I was wearing headphones so I didn't hear it. In turn that put the responsibility on another passenger to have to get my attention. At this point everyone was on the bus, sitting down, and ready to leave. If she was that worried about my fare in this situation i don't understand why she couldn't get up and come back to where I was sitting in order to talk to me. I have a job where I stand on my feet all day and by the time I'm getting on the bus to go home they hurt a lot so I was pretty perturbed that a bus driver that sits on their behind for their whole shift couldn't make the slightest effort to get up and come to me since she felt the need to verify my fare. I work in customer service myself so I understand that it's the little things you do for people that really make all the difference. I've personally had no choice but to rely on Tri Met for transportation purposes for close to thirteen years now. I've been a very good customer for those thirteen years and paid you people a whole lot of money. I still am a good customer and still pay you a decent amount of money every month so I would really like to see more positive changes with the service and drivers. It would be nice to feel appreciated by a company that I have been so loyal to for so long. ------------------ Employee Info --------------------- Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 345266 Service Improvement Process Event Date: Friday 5/13/2011 Time: 11:15 pm Reported: Monday 5/16/2011 Closed Status: 05/16/2011 Summary: Operator not recognizing a month pass from TVM Org: TriMet County: Received Via: Internet Answer Needed: No Answer Comment type: Complaint Gender: Female Employee description: A slender female with curly bleach blond hair and glasses. I'd say probably mid 40's. ----------------- Time and Location -----------------Bus or rail line: 57-TV Hwy/Forest Grove Date: 05-13-2011 Time: 11:15 PM Location: Hillsboro Tansit center Direction of travel: East Vehicle ID: 5769 Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 346925 Service Improvement Process Event Date: Thursday 6/02/2011 Time: 08:50 pm Reported: Friday 6/03/2011 Closed Status: 07/01/2011 Org: TriMet County: Received Via: Internet Answer Needed: No Answer Summary: Operator commendation: Operator handled situation professionally with difficult rider (in support of bus driver/witness to verbal passenger) Street: Direction: Stop: Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Bus #2921 to beaveton tc approx 8:50pm 6-2-11 Equip. Class: Bus Train: 5773 Route: 57 License: E235925 Veh No: 2921 Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction There was a women who got on the 57 with children, the bus driver told her she couldn't bring an item on the bus, so the women put it in her bag. Then the women tried to use an expired ticket and was asked to pay her fare. This caused the women to become rude and disrepectful to the driver. The women finally sat down and started a conversation on her cell phone that was able to be heard at the front of the bus. The bus driver stopped the bus and pointed out the sign on the bus about being respectful of those around you. This women stated the bus driver was discriminating against the women and swearing. The driver pulled over at 10th and walnut and asked the lady to vacate the bus as she was being a distraction to the driver. The women told her to call the cops. The driver called dispatch and reported the situation. After the lady was off the bus everything calmed down. I am writing this to tell you how professional the driver was during this situation. This driver should be commended for her calmness in the face a a rude rider. xxx Code : 1.20 Non ADA related commendation 46.00 Witness Comments Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 347022 Service Improvement Process Related Sip#: 346925 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Event Date: Thursday 6/02/2011 Time: 08:30 pm Reported: Friday 6/03/2011 Closed Status: 07/05/2011 Summary: Operator unprofessional Street: Direction: Stop: walnut and baseline Inbound Equip. Class: Bus Train: Route: 57 License: E234118 Veh No: 2821 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, white hair, thin build Notes: boarded two stops before walnut and baseline Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction boarded the bus with bus ticket - caller told by operator that she could not accept the ticket caller put money in the farebox callers phone rang - caller said hello bus stopped two stops later operator asked the caller to come forward operator said you see that sign up there - caller said yes what about it - operator said it says do not disturb operator said talking on the phone was distracting her - caller had said no more than hello at that point customer said, what I only said hello customer asked those on the bus was I being too loud when I answered the phone, everyone said no caller wanted the trimet number to call and complain - asking other passengers for the number the operator yelled out the phone number caller told the operator I am not talking to you customer said I am going to call in a complaint Operator said, that is fine do you want a quarter for that Operator then said at the next stop you can get off the bus customer said what did I do, I didn't do anything wrong Operator stated she was going to call the police caller got her kids and got off the bus caller tried to get operator name not realizing that operators do not give out their name Operator kicked the caller and her two young kids off the bus late at night Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 347022 Service Improvement Process Related Sip#: 346925 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Event Date: Thursday 6/02/2011 Time: 08:30 pm Reported: Friday 6/03/2011 Closed Status: 07/05/2011 Summary: Operator unprofessional Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 347184 Service Improvement Process Event Date: Saturday 6/04/2011 Time: 07:46 pm Reported: Monday 6/06/2011 Closed Status: 06/06/2011 Summary: Operator unprofessional Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: West Equip. Class: Bus Train: 5774 Route: 57 License: E235909 Veh No: 2904 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: suzy - blond hair with glasses female Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: Suzy has got to be the rudest driver in your employ, a passenger accidentally popped his gum, she stated there would be no popping of gum on her bus, or the bus wouldn't move. A large group of teenagers got on the bus, not rowdy, just talking, she again stated the bus would not be in motion if they were talking. She also blew past a stop when a rider requested a stop with the bell, was rude to the lady. I will avoid this driver at all costs, her complaining is way more distracting than an accidental gum popping, chatting teens, plus there is no excuse for out and out rude behavior to the other passengers. ------------------ Employee Info --------------------Comment type: Complaint Gender: Female Employee description: Blonde haired driver with glasses ----------------- Time and Location -----------------Bus or rail line: Not applicable Date: 06-04-2011 Time: 1946 Location: Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 347184 Service Improvement Process Event Date: Saturday 6/04/2011 Time: 07:46 pm Reported: Monday 6/06/2011 Closed Status: 06/06/2011 Summary: Operator unprofessional Org: TriMet County: Received Via: Internet Answer Needed: No Answer Direction of travel: West Vehicle ID: 2904 Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 347314 Service Improvement Process Event Date: Monday 6/06/2011 Time: 10:38 pm Reported: Tuesday 6/07/2011 Closed Status: 06/10/2011 Summary: Operator yelling when on phone or talking on her bus Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Baseline St. & 26th West Equip. Class: Bus Train: Route: 57 License: E235922 Veh No: 2917 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Subject Description: Female Operator Notes: --------------------- Message ----------------------- Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction hi, my brother and i were waiting for the bus by the cornelius movie theater and the west bound 57 bus almost most drove past us. when we got on the lady who was driving told us she almost missed us but saw my white sweat shirt at the last minute, and that we should wear more visable clothing next time so we can be seen. then later on during the ride a couple people were talking and she yelled at them to keep it down. once we reached cedar everyone but my brother and i got off and he received a phone call and answered it. not even 10 sec. into his conversation the driver yelled at him that her bus wasnt a telephone booth and that we should only be using the bus for a ride not a social center, and said we were very disrespectful. he wasnt talking loud he was talking with a normal voice and i dont know if she was having a bad day or something but it never should of happened. she was out of line. ---------- Specific Incident or Event Info ----------Bus or rail line: 57-TV Hwy/Forest Grove Date: 06-06-2011 Time: 10:38pm Location: between cedar & end of line Direction of travel: West Vehicle ID: 2917 Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 347314 Service Improvement Process Event Date: Monday 6/06/2011 Time: 10:38 pm Reported: Tuesday 6/07/2011 Closed Status: 06/10/2011 Summary: Operator yelling when on phone or talking on her bus Org: TriMet County: Received Via: Internet Answer Needed: No Answer Code : 5.10 Customer Interactions 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 348431 Service Improvement Process Event Date: Friday 6/17/2011 Time: 09:17 pm Reported: Monday 6/20/2011 Closed Status: 06/24/2011 Summary: Alleges opr unkind and a pass up on the bus. Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: SW Capitol & Sunset Outbound Equip. Class: Bus Train: Route: 54 License: E235928 Veh No: 2923 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per cust: female opr on vehicle id #2923, first name could be 'Dina' Notes: Customer states, "We were on the #54 bus #2923 at 9:17p. It was a female diver, older. My boyfriend got her name, I think he said it was XXX. We got on her bus and stood towards the front, talking to other passengers. The driver wasn't very nice to people on the bus. People on the bus call her the 'monster'. A lady was afraid to ask her where to get off because the driver had been yelling at people. We rang to get off the bus at SW 36th. She went past our stop, we started telling her to stop. She yelled, 'Stop yelling at me. Do you want me to stop so you two would hit the windshield (from stopping too fast)'. I've seen her on the #56 and she has a wicked tongue. She's an equal opportunity rude driver, it doesn't matter who you are, she always had a rude attitude towards people". Code : 5.10 Customer Interactions 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 349950 Service Improvement Process Event Date: Thursday 7/07/2011 Time: 11:34 am Reported: Thursday 7/07/2011 Closed Status: 07/12/2011 Summary: Operator unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: 158th and blueridge South Equip. Class: Bus Train: 6767 Route: 67 License: E-185409 Veh No: 1731 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, middle aged sandy blond hair Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: relief operator at merlo at 11:34 am customer already on the bus - there is always a quick transfer between the two operators it took about 10 minutes for the relief Operator to get set up Caller politely asked when will the bus be leaving Operator ignored the question Caller again asked when will the bus be leaving Operator replied didn't you hear me the first time caller responded no Operator said, we leave when the bus is set up caller responded, keep in mind people are trying to make transfers bus got a block down the road - the bus broke down a block later caller had to walk back to take another bus Code : 5.10 Customer Interactions 41.00 Operating Policies & Procedure Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 350984 Service Improvement Process Event Date: Friday 7/15/2011 Time: 04:55 pm Reported: Monday 7/18/2011 Closed Status: 07/26/2011 Summary: No show again Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: 6126 - Washington Square Rd AT #9050, North Equip. Class: Bus Train: 5471 Route: 56 License: Veh No: Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: ---------------------- Message ----------------------- Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Dear Sir: I need to call your attention AGAIN regarding the time arrivals of Bus #56. I was waiting for this bus going to Portland, at stop ID 6126, which is the next stop from Washington Square TC (leaving at 4:55 p.m.) I was already at the stop at 4:44, the bus never came, I am certain because I was forced to board the 5:15 Bus #62 going to Sunset TC. I wouldn't have minded if the bus was late for ten minutes but more than that, unless the act of the heavens, I believe it's unacceptable. I am so disappointed lately with Bus 56, because with ALL your Bus Lines, this one has almost always been on time and with the MOST courteous, sensitive drivers you ever have. I cannot always spare two hours to wait for the bus, especially when there IS a schedule to travel less and still get to work on time. I would appreciate your time looking in to this matter. Code : 5.60 Service Delivery Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 351864 Service Improvement Process Event Date: Sunday 7/24/2011 Time: 11:20 pm Reported: Monday 7/25/2011 Closed Status: 07/29/2011 Summary: Alleges opr speaks to cust in an unprofessional manner Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: Hillsboro TC East Equip. Class: Bus Train: Route: 57 License: E235930 Veh No: 2925 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per cust: female op on vehicle id #2925 Notes: Via Spanish Interpreter: Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Customer states, "I have a complaint about a driver I had last night. It was around 11:20p, it was bus #2925. It was late. There was 5 on the bus including me and my friend. We were talking, we were talking at a decent volume. The driver told us we were speaking too loud. She told us we have to respect other people on the bus and not talk loud. It is not the first time this lady (bus operator) treated me bad. She has screamed at me before. I don't deserve to be treated like that. I pay for the service. I ride her bus all the time. I can't take it anymore. I wasn't talking loud. She told us if I didn't talk quiet she was going to kick me off the bus. I don't speak good English. How could she kick me off late at night. When we got to Beaverton transit, I went up front and asked her how she can say I was speaking too loud, why would she say that? She screamed, 'Get off my bus'. Earlier when she told me to get off, I refused to get off, the bus was in the middle of nowhere. I told her I wasn't going to speak anymore. But I wasn't speaking loud. Now I am afraid that she won't let me get on the bus at all. I understand if I was talking too loud to my friend but we weren't talking loud. I just don't want any more trouble from the driver". Code : 5.10 Customer Interactions Category: Tri-Met Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 352677 Service Improvement Process Event Date: Tuesday 8/02/2011 Time: 02:00 am Reported: Tuesday 8/02/2011 Closed Status: 08/17/2011 Summary: Operator accuses customer of stealing bike ACID 649 341 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Street: Direction: Stop: beaverton tc Outbound Equip. Class: Bus Train: 5769 Route: 57 License: E235935 Veh No: 2930 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white blond female, over 60 years old petite (short) Notes: Used interpreter service (Spanish) Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction customer boarded last line 57 from beaverton tc on service day 8/1/2011 at 2 am (8/2) got off the bus at 10th and walnut (2:25am) operator accused customer of taking someone's else's bike off the bus when he deboarded operator told the customer the bike did not belong to the caller operator stated the callers bike was at the bus garage (interpreter had a hard time translating this portion of the call) Operator said, if you take this bike off the bus you are stealing this bike - operator told the customer that the police would come and arrest him for taking the bike off the bus - operator claimed she put the camera on the caller and was recording him taking the bike off the bus there are two passengers that take the bus every night caller claiming that when he boarded at beaveton tc he boarded his bike on the bike rack when the customer went to deboad the bus at 10th & walnut the operator told the customer you are stealing this bike operator said no that is not your bike your bike is in the garage - caller said that is my bike that is my helmet operator said, that is fine if you want to take the bike you can - if you take that bike I will have the police arrest you caller rides the bus every night with this same lady (operator) - caller was confused not understanding what the Operator was talking about why she was telling him this was not his bike customer plans to report this to the Hillsboro Police - provided line and train number to customer customer wanted to know what will happen tonight - caller concerned that the Operator will call the police and will have him arrested at the beginning of the call customer stated he has paperwork for the bike - suggested to the caller that he carry proof of purchase with him and if the police are called he can show proof of purchase Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 352677 Service Improvement Process Event Date: Tuesday 8/02/2011 Time: 02:00 am Reported: Tuesday 8/02/2011 Closed Status: 08/17/2011 Summary: Operator accuses customer of stealing bike ACID 649 341 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 353423 Service Improvement Process Event Date: Thursday 8/04/2011 Time: 09:05 pm Reported: Tuesday 8/09/2011 Closed Status: 08/22/2011 Summary: Operator snappy & unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: Street: Direction: Stop: Beaverton TC West Equip. Class: Bus Train: 6767 Route: 67 License: Veh No: Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Subject Description: Female Notes: ---------------------- Message ----------------------- Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction I am writing in regards to the driver who runs the last route of the night on weeknights for the number 67 bus line leaving the Beaverton transit center. I have observed this driver treating her passengers rudely on many occasions. In addition, there have been evenings when I have waited several minutes at the transit center for her to return from her break when the bus was already scheduled to leave. This driver seems to be having some difficulty with working with the public, and often will snap at passengers and make them uncomfortable. I do understand it is not a drivers responsibility to make friends and present a charming demeanor. I am sure you can understand, however, how disconcerting it can be as a passenger when the person behind the wheel displays hostile and volatile personality. I understand that personal circumstances can affect ones behavior, and I am certain this driver would like to provide the best possible service but perhaps could benefit from some feedback and assistance. If it would be possible for someone to observe this driver, or even speak with her, I think I speak for several regular passengers (I have heard these concerns from some of them myself) when I say we would like to see some improvement in this drivers professionalism. Thank you for taking the time to read my concerns, and I sincerely hope something can be done to improve this situation. ------------------ Employee Info --------------------Comment type: Complaint Gender: Female Employee description: Female, long blonde hair Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 353423 Service Improvement Process Event Date: Thursday 8/04/2011 Time: 09:05 pm Reported: Tuesday 8/09/2011 Closed Status: 08/22/2011 Summary: Operator snappy & unprofessional Org: TriMet County: Received Via: Telephone Answer Needed: ----------------- Time and Location -----------------Bus or rail line: 67-Jenkins/158th Ave Date: Time: 9:05 pm Location: Beaverton TC Direction of travel: North Vehicle ID: Code : 5.10 Customer Interactions 5.60 Service Delivery Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 353486 Service Improvement Process Event Date: Monday 8/08/2011 Time: 02:05 am Reported: Tuesday 8/09/2011 Closed Status: 08/17/2011 Summary: Operator unprofessional Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: beaverton tc Outbound Equip. Class: Bus Train: 5769 Route: 57 License: Veh No: Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: female, 5'2" slim build, grayish hair 40-50 years old Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: As I boarded the 57 bus line to go home this morning I simply asked the bus driver a question about taking pictures of another commuters bike on the rack, she then gave me a sarcastic remark to which I replied "well maam there is really no reason to be rude to me" which she had already started to be before I boarded. As she continued to be rude I got up to look for the number for the complaint hotline in which at that point she said to me "either sit down or get off my bus." To that I said "all I'm doing is looking for a number really quickly." She then again was rude to me saying "i know what your doing, your looking for the complaint hotline # because you didn't get your way." Very rudely and sarcastically she delivered all her comments towards me for no apparent reason at all but the clear fact that she loves power battles and getting her way. At that point after she had said the last above quoted remark she decided to kick me off the bus with no way home at that late hour which I had tried to tell her about. I had paid to board the bus to get home, not be disrespected by a bus driver for what seemed to be no reason at all. ------------------ Employee Info --------------------Comment type: Complaint Gender: Female Employee description: Around five foot two, grayish hair,slim build, women in her late forties early fifties. ----------------- Time and Location -----------------Bus or rail line: 57-TV Hwy/Forest Grove Date: 08-09-2011 Ti Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 353486 Service Improvement Process Event Date: Monday 8/08/2011 Time: 02:05 am Reported: Tuesday 8/09/2011 Closed Status: 08/17/2011 Summary: Operator unprofessional Org: TriMet County: Received Via: Internet Answer Needed: No Answer Time: 2:05 am Location: beaverton transit center Direction of travel: West Vehicle ID: Code : 5.10 Customer Interactions Category: Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 353869 Service Improvement Process Event Date: Thursday 8/11/2011 Time: 07:45 pm Reported: Friday 8/12/2011 Closed Status: 08/12/2011 Summary: No show, upset about no info re: no show Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: Beaverton TC West Equip. Class: Bus Train: 6767 Route: 67 License: E-193072 Veh No: 1840 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: ---------------------- Message ----------------------- Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction that 67 bus was suppose to leave Beaverton TC at 7:45pm heading to PCC rock creek, but it never showed up. No officers came and explained it, there is a trimet office at Beaverton TC and why there was no one help to solve the problem. We paid our fares to board the bus, not waited 20min or more like idiots when the due time's already passed. During the waiting time, one thing pissed me off even more. There was a "merlo garage" parked at 67 bus location and loaded some passengers at about 8:00pm. We inpatient passengers felt relieved and thought that bus might be the one replacing the late 67. we gathered around the bus gate and waited to board. the lady who drove that bus closed the door and went to do some cleaning which we thought she just needed to finish that before letting us board. finally she opened the door and the first words came out her mouth was "the bus is out of service" Are you fucking kidding me, why didn't she tell us before starting to clean the bus? Couldn' t she figure out why we gathered around the door? After we explained our situation that the 67 was suppose to leave at 7:45pm never showed up and the next bus which was also the last one wouldn't show up until 9:05pm, she did something, something that was so useless and I even wanted to "cry" for that. She didn't know what was going on but she showed how bad she felt for us and pointed to the office direction and told us to find and talk to the supervisor. How the heck could we find the supervisor and explain our situation? Isn't the driver's job to report any problems in their shifts even though she's in a different department? What we needed wasn't how sorry she felt, do something, something that could really help us. My complaint wasn't just about bus 67 never showed up as scheduled, I was angry and upset that no one couldn't really help when something goes wrong. I would feel a little bit better even trimet couldn't muster another bus but sent someone to comfort us and explain what was going on. There are hundreds buses and I know it's very difficult to take care all the situations, but the employees have to work as a whole at least which really disappointed me today. ------------------ Employee Info --------------------Comment type: Complaint Gender: Employee description: the bus driver didn't show up Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 353869 Service Improvement Process Event Date: Thursday 8/11/2011 Time: 07:45 pm Reported: Friday 8/12/2011 Closed Status: 08/12/2011 Summary: No show, upset about no info re: no show Org: TriMet County: Received Via: Internet Answer Needed: No Answer ----------------- Time and Location -----------------Bus or rail line: Not applicable Date: 08-11-2011 Time: 7:45pm Location: Beaverton TC Direction of travel: West Vehicle ID: Code : 5.60 Service Delivery 61.30 Info about disruptions Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 358533 Service Improvement Process Related Sip#: 358551 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Immediate! Event Date: Thursday 9/29/2011 Time: 08:00 pm Reported: Friday 9/30/2011 Closed Status: 10/18/2011 Summary: Operator has issues with mother with crying baby ACID 659046 Street: Direction: Stop: hillsboro tc West Equip. Class: Bus Train: 5769 Route: 57 License: E235938 Veh No: 2933 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Subject Description: white female, older, short hair Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: yesterday around 8 pm there was a woman in back whose baby was crying mother doing everything she could to keep the crying baby from crying mother was in the very back of the bus operator said I can't drive with out all that noise operator pulled over and made an announcement over the loud speaker if you don't control your baby you will have to get off the bus operator got up and went back and talked to the woman - caller does not know what was said to the woman, caller was sitting in the front of the bus passengers stood up for the mother with crying baby operator said if you don't like it you can get off the bus caller said this is inexcusable and got off the bus more and more people started getting off the bus people were very offended by what was done by the operator operator emptied an entire bus with her offensive actions hispanic woman did not speak a lot of english, caller talked to the hispanic woman - woman did not really understand what was going on - hispanic woman was going to have husband come and pick her up caller said it was very upsetting - the operator was very abrasive to the woman caller did not think the crying was disturbing enough to kick the woman off the bus people on board the bus started cussing at the Operator (caller did not think that was right) Operator kept saying get off my bus get off my bus if you don't like it get off bus bus sat for about 5 minutes - with empty bus - bus pulled off - next bus 2939 arrived and picked everyone up Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 358533 Service Improvement Process Related Sip#: 358551 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Immediate! Event Date: Thursday 9/29/2011 Time: 08:00 pm Reported: Friday 9/30/2011 Closed Status: 10/18/2011 Summary: Operator has issues with mother with crying baby ACID 659046 Code : 2.30 Confrontation/Empl left seat 5.10 Customer Interactions 46.00 Witness Comments Category: Bus Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 358541 Service Improvement Process Related Sip#: 358551 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Event Date: Thursday 9/29/2011 Time: 07:30 pm Reported: Friday 9/30/2011 Closed Status: 10/18/2011 Summary: Opr. refused to move bus & kicked several customers off of a bus after baby didn't stop crying - baby & mother were all the way in the back of the bus (ACID 659046, 9/29/11), follower was overloaded because so many deboarded per driver's instructions Street: Direction: Stop: Washington County Jail Equip. Class: Bus Train: 5769 Route: 57 License: E235938 Veh No: 2933 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, blond, cauc, elderly, smaller build. Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: The customer called in to make a complaint about a bus driver who he felt "wasted his time." A baby was crying in the back of the bus. The mother tried to quiet the baby. The bus opr stopped the bus & said she wouldn't move unless the baby stopped crying. By the Washington County jail, the driver told the mother w/ baby to get off of the bus. Another lady stood up to the bys driver in the mother's defense. A customer told the driver that if the baby had an off button they'd push it. The caller felt disrespected by the driver. Since the driver refused to move the bus, customers deboarded and waited for another bus. Several of them said that "this driver does this all of the time." The customer was especially shocked due to the fact that the mom & baby were all the way in the back of the bus. They thought the bus opr. should have maintained composure & done her job. Once off of the bus, the customer tried to call his brother to pick him up however ended up catching the next bus. He wasted 30 minutes because of this driver. Next bus was packed because everyone got off of this woman's bus. Customers talked amongst themselves and said the driver did this all of the time. Code : 5.10 Customer Interactions 41.00 Operating Policies & Procedure Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 358551 Service Improvement Process Related Sip#: 358533 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Immediate! Event Date: Thursday 9/29/2011 Time: 08:00 pm Reported: Friday 9/30/2011 Closed Status: 10/18/2011 Summary: Driver left seat to confront family in back of bus about crying baby, driver was aggressive & scowling at family (ACID 659046) Street: Direction: Stop: Hatfield Govn Center East Equip. Class: Bus Train: 5769 Route: 57 License: E235938 Veh No: 2933 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, cauc, grey hair, 50's - 60's, slender build. Notes: Location: just after Hatfield Government Center Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Customer stated that the bus there was a crying baby in the back of the bus with her family on bus 2933, line 57 at 8pm The driver initially got onto the intercom & asked them to quiet the baby. Shortly thereafter, the driver got out of her seat & came back, leaned over the mother who was holding the baby and was talking to her in a little bit of an aggressive manner, she was scowling at the mother and the family. The driver remained in the back of the bus for about 5 minutes. The customer thought this was inappropriate. Other customers told the driver they didn't mind the baby crying and that she should kick off a mother and baby at 8pm at night. The driver refused to drive the bus. People ended up deboarding including the mother & her baby and many of them called for rides. The follower was crowded. Code : 2.30 Confrontation/Empl left seat 5.10 Customer Interactions Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 358571 Service Improvement Process Related Sip#: 358551 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Event Date: Thursday 9/29/2011 Time: 08:13 pm Reported: Friday 9/30/2011 Closed Status: 10/18/2011 Summary: Operator kicked off mother & 2yr. old baby. (ACID 659046) Street: Direction: Stop: Baseline & Adams West Equip. Class: Bus Train: 5769 Route: 57 License: E235938 Veh No: 2933 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: The driver in Hillsboro stopped the bus and complained about a crying child in the back of the bus. Eventually ejecting the person & child along with their companions. I beleive that this driver needs counseling or support of some kind from TriMet. There was great distress over this incident. This driver needs to be counseled & support. I heard afterwards that this driver is a bit awkward, and she obviously isn't getting some sort of support or counseling that she needs. Entirely inappropriate behavior for the job that she is in and it needs to be corrected. Don't want her fired but help given to her so that she can better serve the public. Code : 5.10 Customer Interactions 5.40 Personal Behavior Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 358591 Service Improvement Process Related Sip#: 358551 Org: TriMet County: Received Via: Telephone Answer Needed: No Answer Event Date: Thursday 9/29/2011 Time: 08:00 pm Reported: Friday 9/30/2011 Closed Status: 10/18/2011 Summary: Witness alleges opr didn't move bus until passenger quieted her crying infant Street: Direction: Stop: near Washington Cnty Jail West Equip. Class: Bus Train: Route: 57 License: E235938 Veh No: 2933 Recorder: #4437 June Keinath-mcclell Dept: Customer Satisfaction Subject Description: Per witness: female opr on vehicle id #2933 Entered By: #4437 June Keinath-mcclell Dept: Customer Satisfaction Notes: Witness states, "I want to report a driver from last night. It was the #57, bus #2933 and it was at 8pm. There was a lady on the bus with a baby. The baby was crying and wouldn't stop crying. The driver got rude about it and stopped the bus. She (bus operator) told the lady she wasn't going to move until the baby stopped crying. The baby never stopped. The lady and baby got off the bus, the driver basically kicked her off. We got off the bus too because we were upset at the driver for being rude to the lady. The next bus came a few minutes later but the driver should still be reported". Code : 5.10 Customer Interactions 46.00 Witness Comments Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 1 SIP # 358650 Service Improvement Process Related Sip#: 358551 Org: TriMet County: Received Via: Telephone Answer Needed: Verbal Event Date: Thursday 9/29/2011 Time: 08:00 pm Reported: Friday 9/30/2011 Closed Status: 10/18/2011 Summary: Driver put mother & baby off bus in the cold, uncalled for Street: Direction: Stop: Hillsboro TC Equip. Class: Bus Train: Route: 57 License: E235938 Veh No: 2933 Recorder: #4768 Tauna L Magness Dept: Customer Satisfaction Subject Description: Female, older, short, white/blond hair. Entered By: #4768 Tauna L Magness Dept: Customer Satisfaction Notes: Customer was on the bus last night, there was crying baby, driver kicked lady off of the bus because the baby wouldn't stop crying. Bus opr pulled bus over and said until everyone quieted down, she wasn't moving the bus. She sat there for 10 mins. The customer has been a rider for 6 years and has never seen anything like this. He was just off work. Full bus, 8pm at night. Caller waited for 2 buses, caller had to walk home because his transfer had expired. The driver pulled the bus over at the Washington county jail. The driver put the poor lady off in the cold. No blanket for the baby. Uncalled for. Caller said she understands the driver has a job to do. Why didn't she continue driving the rest of the customer. Why? Caller had an hour to walk home. Code : 5.10 Customer Interactions 41.00 Operating Policies & Procedure Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 358732 Service Improvement Process Org: TriMet County: Received Via: Internet Answer Needed: No Answer Immediate! Event Date: Thursday 9/29/2011 Time: 08:00 pm Reported: Monday 10/03/2011 Closed Status: 10/18/2011 Summary: Says op. harrassed a mother about her crying baby until she got off. Report of possible Discrimination Street: Direction: Stop: Baseline & 1st Ave West Equip. Class: Bus Train: 5769 Route: 57 License: E235938 Veh No: 2933 Recorder: #4454 Jamie M Smothers Dept: Customer Satisfaction Notes: ---------------------- Message ----------------------- Entered By: #4454 Jamie M Smothers Dept: Customer Satisfaction The bus driver stopped the bus and was verbally abusive to a woman whose baby was crying. The driver harassed the mother until she got off. When other passengers protested on the mother's behalf, the bus driver kicked them off as well. Every single passenger of a full bus was kicked off or left the bus in response to her belligerent behavior. The passenger with the baby was Hispanic, and other passenger, who are regular riders, reported that this same driver has treated Hispanic passengers similarly in the past. I was extremely upset by her abuse of a mother with a young child and her apparent racism. Her abrasive attitude towards the rest of the passengers shows poor judgment and poor people skills as well. ------------------ Employee Info --------------------Comment type: Complaint Gender: Female Employee description: Older female, short grayish hair. ----------------- Time and Location -----------------Bus or rail line: 57-TV Hwy/Forest Grove Date: 09-29-2011 Time: 8 PM Location: Baseline & 1st ave Hillsboro Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 358732 Service Improvement Process Org: TriMet County: Received Via: Internet Answer Needed: No Answer Immediate! Event Date: Thursday 9/29/2011 Time: 08:00 pm Reported: Monday 10/03/2011 Closed Status: 10/18/2011 Summary: Says op. harrassed a mother about her crying baby until she got off. Report of possible Discrimination Direction of travel: West Vehicle ID: 2933 Code : 2.40 Discriminatory Allegation 5.10 Customer Interactions Category: Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19 Page 1 of 2 SIP # 359009 Service Improvement Process Event Date: Thursday 9/29/2011 Time: 08:00 pm Reported: Wednesday 10/05/2011 Closed Status: 10/18/2011 Summary: Operator kicks people with children off bus all the time Org: TriMet County: Received Via: Internet Answer Needed: No Answer Street: Direction: Stop: hillsboro tc Equip. Class: Bus Train: 5769 Route: 57 License: E235938 Veh No: 2933 Recorder: #4755 Jenny L Jones Dept: Customer Satisfaction Entered By: #4755 Jenny L Jones Dept: Customer Satisfaction Notes: The lady im complaining about always kicks mothers with children off the bus.i ride the 57 daily&she is never pleasent to be around she is very rude and I feel she should be fired immediately On Oct 4, 2011 9:15 AM, "TriMet Customer Service" wrote: > > She always cakes birmingham children of the bus and 57 bus lines daily and she is never pleasant to be around she's very rude inconsiderate and grumpy > > > ------------------ Employee Info --------------------> > Comment type: > Complaint > > Gender: > Female > > Employee description: > Short blonde hair older w/glasses > > > ----------------- Time and Location -----------------> > Bus or rail line: > Not applicable > > Date: > 09-29-2011 > > Time: > 8:00pm > > Location: > Hillsboro transit center > > Direction of travel: > Select a direction Printed: Tuesday 11/15/2011 @ 15:20:19 Page 2 of 2 SIP # 359009 Service Improvement Process Event Date: Thursday 9/29/2011 Time: 08:00 pm Reported: Wednesday 10/05/2011 Closed Status: 10/18/2011 Summary: Operator kicks people with children off bus all the time Org: TriMet County: Received Via: Internet Answer Needed: No Answer > Select a direction > > Vehicle ID: > 2933 Code : 5.10 Customer Interactions 41.00 Operating Policies & Procedure 83.00 Responses to media stories Category: Bus Bus Bus Printed: Tuesday 11/15/2011 @ 15:20:19