Driver make own rules as they go.

Eric (May 31 2011)

Good Morning Mr. Johnston, I am so sorry for your inconvenience based on the delay of driver exchange on the Route 9 yesterday. If we know that the relief is going to be very late, we often do have the current driver continue driving. However, sometimes it turns out better just to have the driver wait. In your case it appears that was not the best choice. I have determined the problem and it was due to the relief driver’s error. I will be forwarding this complaint to the driver’s supervisor so that an appropriate action can be taken to ensure the driver understands the error of their ways. I will try to address some of your other concerns. First, when FAX recently raised our fares, it was not to increase or improve service. It was necessary to raise the fares, in order to maintain the current service. That being said, that does not mean that FAX is not dedicated to providing the best service possible. Second, you questioned our #5 rating. The transit industry typically has industry standards to evaluate service. Apparently our numbers look good, but you are right if the passengers do not agree it is an empty victory. I wanted to thank you for taking the time to make us aware of your concerns. Hearing from the public is one of our best sources of information about how to improve our service. If you have additional information for FAX you can use the method you used this time, it is very effective, or you can contact me using the information below. Sincerely, Alline Carlson, Transit Supervisor I Fresno Area Express 2223 G Street Fresno, CA 93706 559-621-1456 alline.carlson@fresno.gov Time for Change

Eric (May 31 2011)

Good Morning Mr. Johnston, I am so sorry for your inconvenience based on the delay of driver exchange on the Route 9 yesterday. If we know that the relief is going to be very late, we often do have the current driver continue driving. However, sometimes it turns out better just to have the driver wait. In your case it appears that was not the best choice. I have determined the problem and it was due to the relief driver’s error. I will be forwarding this complaint to the driver’s supervisor so that an appropriate action can be taken to ensure the driver understands the error of their ways. I will try to address some of your other concerns. First, when FAX recently raised our fares, it was not to increase or improve service. It was necessary to raise the fares, in order to maintain the current service. That being said, that does not mean that FAX is not dedicated to providing the best service possible. Second, you questioned our #5 rating. The transit industry typically has industry standards to evaluate service. Apparently our numbers look good, but you are right if the passengers do not agree it is an empty victory. I wanted to thank you for taking the time to make us aware of your concerns. Hearing from the public is one of our best sources of information about how to improve our service. If you have additional information for FAX you can use the method you used this time, it is very effective, or you can contact me using the information below. Sincerely, Alline Carlson, Transit Supervisor I Fresno Area Express 2223 G Street Fresno, CA 93706 559-621-1456 alline.carlson@fresno.gov Time for Change