MBTA apologizes after CharlieCard Store customers waited hours for help

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On Tuesday, a long line of MBTA customers made up mostly of elderly people and passengers with disabilities wrapped around the Downtown Crossing station in Boston. Riders lined up for hours to transact at the MBTA’s CharlieCard store at the station. The store is where MBTA riders can apply for a senior, TAP or blind CharlieCard, can replace a lost, expired or damaged card and make deposits into their RIDE account. Some had to wait up to two hours to do their business. Some customers use walkers or are on oxygen and have to wait in line. A bright side is that he is indoors and not out in the elements. CharlieCard store opening hours are very limited, only operating for half a day for some customers from Tuesday to Friday. Due to limited hours, customers are forced to come all at once. The MBTA website says the issues are due to labor availability, which a spokesperson for the transit agency confirmed when WCVB contacted the transit agency. together for comment on Tuesday afternoon. “The pandemic has presented unprecedented challenges in hiring and training the people needed to process passes, and MBTA sincerely apologizes to its discounted customers for the delays they are experiencing,” said the spokesperson said in a statement. The spokesperson said pandemic-related supply chain issues have also made it difficult to purchase new equipment needed to process passes. The spokesperson said the MBTA continues to work to increase staffing levels to expedite service for walk-in customers. “The customer technology department is in the final stages of developing an online application that would make in-person visits to the store unnecessary,” the spokesperson said.

On Tuesday, a long line of MBTA customers made up mostly of elderly people and passengers with disabilities wrapped around the Downtown Crossing station in Boston.

Riders lined up for hours to transact at the MBTA’s CharlieCard store at the station.

The store is where MBTA riders can apply for a senior, TAP or blind CharlieCard, can replace a lost, expired or damaged card and make deposits into their RIDE account.

Some had to wait up to two hours to do their business. Some customers use walkers or are on oxygen and have to wait in line.

A bright side is that he is indoors and not out in the elements.

CharlieCard store opening hours are very limited, only operating for half a day for some customers from Tuesday to Friday.

Due to limited hours, customers are forced to come all at once.

The MBTA website says the issues are due to labor availability, which a spokesperson for the transit agency confirmed when WCVB contacted the transit agency. together for comment on Tuesday afternoon.

“The pandemic has presented unprecedented challenges in hiring and training the people needed to process passes, and MBTA sincerely apologizes to its discounted customers for the delays they are experiencing,” said the spokesperson said in a statement.

The spokesperson said pandemic-related supply chain issues have also made it difficult to purchase new equipment needed to process passes.

charliecard store downtown crossing limited hours

The spokesperson said the MBTA continues to work to increase staffing levels to expedite service for walk-in customers. “The customer technology department is in the final stages of developing an online application that would make in-person visits to the store unnecessary,” the spokesperson said.

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