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A frequent ACE commuter says last week's glitch doesn't mean the rail system isn't the best bet for workday travelers.
It’s easy to criticize the handling of the situation that resulted in a more-than-three-hour delay on the July 8 evening commute on ACE — and I did just that.
I complained to the Stacey Mortensen, the executive director of Altamont Commuter Express, and her reply surprised me. Rather than cite the company line, she took responsibility for the mishandling of the event.
In a lengthy and detailed personal response, she covered the points that led to the situation getting as bad as it did. She covered issues of incorrect information coming from Union Pacific regarding the timeframe for the repair to the track and service issues with the backup buses for a "bus-bridge."
But what I felt was most important was her acknowledgement of the poor communication between ACE and its passengers. She said ACE handled the situation with its "railroad" hat on, with a focus on the track, trains and security issues — and not the passenger. She said she thought that is where ACE failed the most.
And I agree.
Mortensen went on to say that they could have backed up the trains to street locations where friends or family could have picked up the passengers, or all the way back to a local station where passengers could eat and use the facilities and make other arrangements if they wanted.
This is key, and if it had happened, it would have been much better for all involved.
In every business, mistakes will be made. ACE made mistakes last week and acknowledged the mistakes with a commitment to correct them. The vast majority of the delays that occur on the ACE train are out of its control, as it doesn’t own the tracks. (Union Pacific Railroad does.) I can think of only one time I was delayed because of an ACE equipment failure.
I have been a monthly pass holder every month since the ACE passenger service started in October 1998. I would rate the overall service as excellent. There are things that could be better, like better seats, six cars on all commute-time trains and a working WiFi system, but overall, it sure beats the alternative.
My commute from Tracy to Great America and back is about $7.50 a day, with a free month’s pass for every 11 months paid. I couldn’t beat that, even if I commuted with someone else in a used Prius. Nor would I want to.
Besides the economics, I can work or read or sleep on the train. Whenever I drive, or even if I’m a passenger, I’m stressed out every time. My hair is gray, but it’s not from riding the train!
• Bob Gularte is a 14-year resident of Tracy and a 10-year rider of Altamont Commuter Express. He is a sales manager for PSC Electronics.
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I hope they fix that problem quickly! Three hours is a long time, but I remember several years ago, while driving to Santa Cruz, I got caught in a traffic jam on 680. If I remember correctly there was a truck overturned with a ladder. We were all stuck there for a lot more than three hours. So long that people were out of their cars shaking hands and sharing stories with other.
The ACE Transit sounds like a great way to save on fuel costs! Do they sell food and drinks on the train? How about bicycles?
I wonder if the ACE will stop at Tracy's NEW Downtown Transit Station, next year?
http://tracypress.com/content/view/15205/2242/
Good things are happening for Tracyites!
More great reasons to live in Tracy!