As a CTA user (and former supporter), I have been keeping up with the letters written by its passengers, both those disgruntled by cutbacks and those enthralled with their new automated system.
Having moved here three years ago from Wichita, Kan., where not owning a car means either begging friends for rides or braving harassment from other drivers while plodding along in the gutters of the mostly sidewalkless streets, I was thrilled and relieved by the prospect of not having to own a car to get around. Even with its fare hikes, route cancellations and service cutbacks, I thought the CTA was cheaper, more efficient and safer than driving–here or in any other city. And I loved the idea of the new fare cards. Clean, quick, easier than tokens and cheaper than passes. A really great system.
If it worked. Since I bought my first fare card about six weeks ago, I twice have lost money in vending machines while attempting to recharge my card. Once for $40, and later, when I was very broke (and waiting for the promised refund), $4. On both occasions I reported the loss to attendants, filled out paperwork and waited. I was promised contact at work within a week; the week came and went. I made phone calls, receiving a case number and more promises, this time that a refund would be mailed in five to ten working days.
As a student with a summer job, this put a huge strain on my budget, but I thought for sure I could eke it out until my $40 worth of transportation came through the mail.
Three weeks passed, and I heard nothing. I began making phone calls again, each time with the same frustrating result–an automated phone system with no one answering any lines, endless ringing, this voice mail full, that voice mail not operating, this supervisor not at his desk–I couldn’t even leave a message!
The few times that I spoke to a real person (I always pretend I’m calling from a rotary phone), they were frustrated and helpless and could only transfer me right back to that uncooperative voice mail wasteland. This continued for nearly a week. One frazzled after-hours operator even suggested I bring my story to a local television station!
I finally received my refund, but not until I took time off from my job and physically went to the CTA offices at the Merchandise Mart, spending an hour there pleading my case to three different people. I got my $44, but I should have been given compensation for my inconvenience, frustration and time spent. A gift, maybe a bicycle. It’s the least they could do.
