Editor's note: If you have had issues while aboard a Double Decker bus, or have a story about a Double Decker experience, drop me a line at firstname.lastname@example.org.
Special to This Crazy Train
by GO Voyageur
In November 2015, TCT exposed the filthy state of GO Transit’s double-decker buses. That story spawned two others, namely, the official reply from Customer Relations, and an analysis of said response.
In the first comment to the original story, Anonymous asked, “And also has anyone written to GO directly to complain or is putting it on the internet the norm now?”
Valid question, Anonymous. I undertook to continue the dialogue with GO Transit in an effort to champion a cleaner, tidier fleet of DDs for passengers and drivers. I kept mum until spring, because no one can run spic and span buses during our winters. In June I sent the following e-mail.
Date: Mon, 27 Jun 2016 17:22:32 -0400
To: GO Transit Customer Relations
CC: Greg Percy, Cj Smith
Subject: Re: GO Transit, a Division of Metrolinx EM0119002913
Dear Ms. Supervisor, Customer Relations, (Name withheld for confidentiality reasons)
Thank you for your e-mail in which you identify faulty cabin filters as the reason for the black soot inside double decker buses.
I don't understand how that can be the root cause of the black particulate, though. If the airborne dust is similar to light coloured dirt that we see on so many vehicles, e.g. like the one below, can you explain the metamorphosis that occurs within the HVAC system to produce the dark crud that is deposited inside the buses, please?
You wrote you "are working with the manufacturer to solve the problem as quickly as possible". Sadly, after more than half a year, that is not the case. Here is a snapshot of #8199 on June 8.
And here is #8173 on June 23.
You wrote that you "investigated all of the double decker buses" and this problem is limited to "a small number of buses". Every bus that services Route 12 exhibits the black residue. I chatted with a driver in Oshawa on the weekend, and he told me he sees the soot "everywhere". He pointed to the black stains in the cockpit of #8121. I'm sure you can understand why I'm having a problem with your assertion — it just doesn't correlate to what we see in the field.
Ms. Supervisor, Customer Relations, when will GO Transit deliver on its promise of clean buses? Passengers and drivers alike are tired of waiting.
What response did I receive from GO Transit? Nothing … Crickets … More evidence to support the black hole theory.
But don’t worry; there is more to this story. Stay tuned for my follow-up article in which I ask figuratively, “WTH is up with your Customer Care group, Mr. Percy?”