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  • The end of the line: New York City’s iconic MetroCard is about to go out of service

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    For more than three decades, lifelong New Yorkers and tourists visiting the Big Apple have shared the experience of a MetroCard swipe gone wrong. Swiping the transit card too fast or too slow, with the stripe facing the wrong side, or having insufficient fare all led to the subsequent, seemingly judgmental thud of the turnstile slamming into you.”It’s embarrassing. You feel like you’re not an authentic New Yorker if you’re not swiping your MetroCard the right way,” said Mike Glenwick, 37, who has lived in the city most of his life and has been collecting limited-edition MetroCards since he was six.Now the days of swiping the blue and yellow plastic cards are numbered. Come January 1, the Metropolitan Transit Authority will no longer sell MetroCards, and riders will be required to use OMNY, a contactless fare payment system. (Existing MetroCards will continue to be accepted at terminals, though MTA said their “final acceptance date will be announced at a later time.”)Bidding farewell to the card has been a journey for New Yorkers and the MTA alike.From tokens to cardsNew York City subway’s iconic tokens were the default form of fare payment before the MetroCard was introduced. When tokens were initially rolled out in 1953, they were about the size of a dime and most had a hollowed-out Y between an engraved N and C, spelling out NYC.Though clunky to carry around, they were easy to use: all transit passengers had to do was drop the tokens into a turnstile or farebox. For the MTA, it overcame the issue of being able to increase fares without having to redesign fare collection systems to accept various kinds of coins.But in 1983 Richard Ravitch, then the commissioner of the MTA, began to envision a different fare payment system. Instead, he floated a magnetic stripe card with a stored value.”His argument was that New York is a very modern cosmopolitan city and there are other modern cosmopolitan cities that are using this as their fare payment system,” said Jodi Shapiro, curator of the FAREwell MetroCard exhibit at the New York Transit Museum. But as his idea gained traction, it quickly became about more than just keeping up with other cities. At one point the MTA considered integrating MetroCards with pay phones so callers didn’t have to use coins (that didn’t end up happening, though).The MTA initially thought the shift to MetroCards would “spell the death knell for fare evasion” since many riders were previously getting away with using various other kinds of coins and tokens, said Noah McClain, a sociology professor who has researched MetroCard technology and fare evasion trends. But that was hardly the case: “Fare evasion certainly endured, albeit often in different forms.”One famous one, “swipers,” as they came to be known, sold bent MetroCards that allowed riders to fraudulently bypass turnstiles. Separately, a group of hackers was able to successfully reverse engineer many parts of the MetroCard.But riders saw benefits, too. One of the biggest selling points for the MetroCard was that users could purchase different, more flexible fares. That included discounts for seniors, disabled people and students, as well as cards that offered unlimited rides throughout the month.Cards also came with a massive perk that tokens didn’t: free transfers. One swipe of a MetroCard on a bus or subway meant riders didn’t have to pay again if they transferred to another bus or subway train.A collector’s itemBut just as New York subway tokens became icons of the city, so did the MetroCard. And that was by design.”MetroCards were made to be collected,” Shapiro said. The year the MTA launched the MetroCard, 1994, was also when it released an inaugural limited edition card. Since then there have been around 400 commemorative MetroCards issued. Some of those have featured advertisements, a major source of revenue for the MTA, while others have commemorated historic events, such as Grand Central’s centennial anniversary and the first game between the Yankees and Mets in 1997, a tradition now known as the “Subway Series.”Other notable cards include the Supreme-branded ones and the David Bowie ones aimed at marketing a museum exhibit timed to the release of cards. New Yorkers reported hours-long lines to purchase these at stations.Glenwick has nearly 100 MetroCards in his collection, and his first featured members of the New York Rangers after the team won the Stanley Cup in 1994 for the first time in 54 years.The idea to collect MetroCards immediately clicked for him: “It was something that was accessible to collect. I didn’t spend extra money because we used the MetroCards anyway,” he said.An art mediumThomas McKean has lost track of how many MetroCards he’s accumulated over the past 25 years. It all started on a subway ride where he forgot to bring a newspaper or a book, something he’d typically do before the age of smartphones.In their absence, to pass the time, he stared at his MetroCard, idly wondering how many words he could wring from its letters. When he got off the subway, he grabbed a fistful of MetroCards lying around on the ground of the station, and once he got home, he started making MetroCards with different words.”And then without even realizing it, I got hooked because I love the material and aesthetic,” McKean told CNN. His designs were initially two-dimensional, using the front and back of MetroCards cut up and pieced together like a mosaic, but eventually he started experimenting with three-dimensional designs, too.McKean’s art has been featured at home goods store Fishs Eddy in Manhattan, as well as on the cover of a Time Out New York magazine. His art will also be featured at an upcoming exhibit at the Transit Museum’s Grand Central gallery. Over the years, he’s taken on several commissions. To his surprise, many of those customers aren’t based in New York and yet they exhibit the same admiration for the MetroCard as lifelong New Yorkers.McKean said he has several thousand untouched MetroCards left in his reserves in addition to all the scraps from prior projects. “I never throw anything away until it’s just too small to use.”A tap-and-go futureThe transit system going forward, OMNY, short for One Metro New York, replaces swipes with taps at turnstiles via smartphones or smartwatches with mobile wallets, credit cards or OMNY cards.For now, riders can still use cash to purchase OMNY cards for $1 at vending machines at subways and at retailers across the city. But many feel as though it’s a matter of time before the MTA stops accepting cash, like many retailers have, which has essentially excluded people who are unbanked and lack a credit or debit card. (The MTA didn’t respond to CNN’s request for comment.)”While there’s no doubt the MetroCard will remain an iconic New York City symbol, tap-and-go fare payment has been a game changer for everyday riders and visitors, saving them the guessing game on what fare package is most cost efficient for their travels and making using NYC’s transit system much easier,” MTA chief customer officer Shanifah Rieara said in a statement in March, when the phaseout of the MetroCard was announced.At the time, the MTA said the change will save the agency $20 million annually “in costs related to MetroCard production and distribution; vending machine repairs; and cash collection and handling.”But for all the benefits that the MTA has advertised OMNY contains, including unlimited rides after your 12th of the week, Glenwick is not ready to make the transition.”I feel like part of my childhood is disappearing… I don’t want to let it go until I have to.”

    For more than three decades, lifelong New Yorkers and tourists visiting the Big Apple have shared the experience of a MetroCard swipe gone wrong. Swiping the transit card too fast or too slow, with the stripe facing the wrong side, or having insufficient fare all led to the subsequent, seemingly judgmental thud of the turnstile slamming into you.

    “It’s embarrassing. You feel like you’re not an authentic New Yorker if you’re not swiping your MetroCard the right way,” said Mike Glenwick, 37, who has lived in the city most of his life and has been collecting limited-edition MetroCards since he was six.

    Now the days of swiping the blue and yellow plastic cards are numbered. Come January 1, the Metropolitan Transit Authority will no longer sell MetroCards, and riders will be required to use OMNY, a contactless fare payment system. (Existing MetroCards will continue to be accepted at terminals, though MTA said their “final acceptance date will be announced at a later time.”)

    Bidding farewell to the card has been a journey for New Yorkers and the MTA alike.

    From tokens to cards

    New York City subway’s iconic tokens were the default form of fare payment before the MetroCard was introduced. When tokens were initially rolled out in 1953, they were about the size of a dime and most had a hollowed-out Y between an engraved N and C, spelling out NYC.

    Though clunky to carry around, they were easy to use: all transit passengers had to do was drop the tokens into a turnstile or farebox. For the MTA, it overcame the issue of being able to increase fares without having to redesign fare collection systems to accept various kinds of coins.

    But in 1983 Richard Ravitch, then the commissioner of the MTA, began to envision a different fare payment system. Instead, he floated a magnetic stripe card with a stored value.

    “His argument was that New York is a very modern cosmopolitan city and there are other modern cosmopolitan cities that are using this as their fare payment system,” said Jodi Shapiro, curator of the FAREwell MetroCard exhibit at the New York Transit Museum. But as his idea gained traction, it quickly became about more than just keeping up with other cities. At one point the MTA considered integrating MetroCards with pay phones so callers didn’t have to use coins (that didn’t end up happening, though).

    The MTA initially thought the shift to MetroCards would “spell the death knell for fare evasion” since many riders were previously getting away with using various other kinds of coins and tokens, said Noah McClain, a sociology professor who has researched MetroCard technology and fare evasion trends. But that was hardly the case: “Fare evasion certainly endured, albeit often in different forms.”

    One famous one, “swipers,” as they came to be known, sold bent MetroCards that allowed riders to fraudulently bypass turnstiles. Separately, a group of hackers was able to successfully reverse engineer many parts of the MetroCard.

    But riders saw benefits, too. One of the biggest selling points for the MetroCard was that users could purchase different, more flexible fares. That included discounts for seniors, disabled people and students, as well as cards that offered unlimited rides throughout the month.

    Cards also came with a massive perk that tokens didn’t: free transfers. One swipe of a MetroCard on a bus or subway meant riders didn’t have to pay again if they transferred to another bus or subway train.

    A collector’s item

    But just as New York subway tokens became icons of the city, so did the MetroCard. And that was by design.

    “MetroCards were made to be collected,” Shapiro said. The year the MTA launched the MetroCard, 1994, was also when it released an inaugural limited edition card. Since then there have been around 400 commemorative MetroCards issued. Some of those have featured advertisements, a major source of revenue for the MTA, while others have commemorated historic events, such as Grand Central’s centennial anniversary and the first game between the Yankees and Mets in 1997, a tradition now known as the “Subway Series.”

    Other notable cards include the Supreme-branded ones and the David Bowie ones aimed at marketing a museum exhibit timed to the release of cards. New Yorkers reported hours-long lines to purchase these at stations.

    Glenwick has nearly 100 MetroCards in his collection, and his first featured members of the New York Rangers after the team won the Stanley Cup in 1994 for the first time in 54 years.

    The idea to collect MetroCards immediately clicked for him: “It was something that was accessible to collect. I didn’t spend extra money because we used the MetroCards anyway,” he said.

    An art medium

    Thomas McKean has lost track of how many MetroCards he’s accumulated over the past 25 years. It all started on a subway ride where he forgot to bring a newspaper or a book, something he’d typically do before the age of smartphones.

    In their absence, to pass the time, he stared at his MetroCard, idly wondering how many words he could wring from its letters. When he got off the subway, he grabbed a fistful of MetroCards lying around on the ground of the station, and once he got home, he started making MetroCards with different words.

    “And then without even realizing it, I got hooked because I love the material and aesthetic,” McKean told CNN. His designs were initially two-dimensional, using the front and back of MetroCards cut up and pieced together like a mosaic, but eventually he started experimenting with three-dimensional designs, too.

    McKean’s art has been featured at home goods store Fishs Eddy in Manhattan, as well as on the cover of a Time Out New York magazine. His art will also be featured at an upcoming exhibit at the Transit Museum’s Grand Central gallery. Over the years, he’s taken on several commissions. To his surprise, many of those customers aren’t based in New York and yet they exhibit the same admiration for the MetroCard as lifelong New Yorkers.

    McKean said he has several thousand untouched MetroCards left in his reserves in addition to all the scraps from prior projects. “I never throw anything away until it’s just too small to use.”

    A tap-and-go future

    The transit system going forward, OMNY, short for One Metro New York, replaces swipes with taps at turnstiles via smartphones or smartwatches with mobile wallets, credit cards or OMNY cards.

    For now, riders can still use cash to purchase OMNY cards for $1 at vending machines at subways and at retailers across the city. But many feel as though it’s a matter of time before the MTA stops accepting cash, like many retailers have, which has essentially excluded people who are unbanked and lack a credit or debit card. (The MTA didn’t respond to CNN’s request for comment.)

    “While there’s no doubt the MetroCard will remain an iconic New York City symbol, tap-and-go fare payment has been a game changer for everyday riders and visitors, saving them the guessing game on what fare package is most cost efficient for their travels and making using NYC’s transit system much easier,” MTA chief customer officer Shanifah Rieara said in a statement in March, when the phaseout of the MetroCard was announced.

    At the time, the MTA said the change will save the agency $20 million annually “in costs related to MetroCard production and distribution; vending machine repairs; and cash collection and handling.”

    But for all the benefits that the MTA has advertised OMNY contains, including unlimited rides after your 12th of the week, Glenwick is not ready to make the transition.

    “I feel like part of my childhood is disappearing… I don’t want to let it go until I have to.”

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  • 7-year-old snowboarder aims for sixth 100-day season

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    With Killington Resort officially open in Vermont, skiers and riders were excited to kick off their season on Thursday. Among them was Harley Ruffle, a 7-year-old who has gained thousands of followers on social media with his journey on a snowboard.Harley Ruffle is only 7 years old, but he has already completed five seasons of snowboarding for at least 100 days. His quick progress already has him riding with professionals. He first picked up a snowboard at only 2 years old. His family was at a ski shop for his older brother, but ended up leaving with another rider. Harley’s mom, Jill Ruffle, said she turned around and Harley had strapped himself into a mini snowboard. “We brought him into the store in a stroller and he’s on snow, balancing on a snowboard with absolutely zero problems,” she said. From then on, snowboarding was all he wanted to do. Harley is homeschooled and started going to the mountain as much as possible to practice. His mom said that while he began riding with the Killington Mountain School last season, he started with no formal training. She said right away she noticed Harley’s ability to quickly pick up new skills. He landed his first front flip at just 4 years old. “I just try it, and most of the time I get it,” Harley said. Since he began snowboarding, Harley has made it to the mountain a total of 678 days. One season, he was out for 172 days. Now, he is hoping for his sixth 100-day season this year. “That wasn’t something we set out to happen. It was just, again, his passion led to that,” said Jill Ruffle. Harley’s mom began posting videos of him riding several years ago to document his snowboarding journey. Since then, he’s gained over 26,000 followers and sponsors who have supported his progress, providing him with equipment and more. “He’s a goofy, happy little snowboarder,” she said. “I think they want to end up where — you know, see where he ends up on his journey.”Harley’s family has built a community through his snowboarding. He became family friends with professional snowboarders who enjoy riding with him. “Ever since I’ve known him, I swear it was before he could even talk, he was on a snowboard, you know, just smiling, doing his thing,” said professional rider Zeb Powell. Harley said he is happy to begin another season on the slopes. He said he has been waiting to get in his first runs for weeks, and with another year starting, he’s aiming for another 100 days on the mountain.

    With Killington Resort officially open in Vermont, skiers and riders were excited to kick off their season on Thursday. Among them was Harley Ruffle, a 7-year-old who has gained thousands of followers on social media with his journey on a snowboard.

    Harley Ruffle is only 7 years old, but he has already completed five seasons of snowboarding for at least 100 days. His quick progress already has him riding with professionals.

    He first picked up a snowboard at only 2 years old. His family was at a ski shop for his older brother, but ended up leaving with another rider. Harley’s mom, Jill Ruffle, said she turned around and Harley had strapped himself into a mini snowboard.

    “We brought him into the store in a stroller and he’s on snow, balancing on a snowboard with absolutely zero problems,” she said.

    From then on, snowboarding was all he wanted to do. Harley is homeschooled and started going to the mountain as much as possible to practice. His mom said that while he began riding with the Killington Mountain School last season, he started with no formal training. She said right away she noticed Harley’s ability to quickly pick up new skills. He landed his first front flip at just 4 years old.

    “I just try it, and most of the time I get it,” Harley said.

    Since he began snowboarding, Harley has made it to the mountain a total of 678 days. One season, he was out for 172 days. Now, he is hoping for his sixth 100-day season this year.

    “That wasn’t something we set out to happen. It was just, again, his passion led to that,” said Jill Ruffle.

    Harley’s mom began posting videos of him riding several years ago to document his snowboarding journey. Since then, he’s gained over 26,000 followers and sponsors who have supported his progress, providing him with equipment and more.

    “He’s a goofy, happy little snowboarder,” she said. “I think they want to end up where — you know, see where he ends up on his journey.”

    Harley’s family has built a community through his snowboarding. He became family friends with professional snowboarders who enjoy riding with him.

    “Ever since I’ve known him, I swear it was before he could even talk, he was on a snowboard, you know, just smiling, doing his thing,” said professional rider Zeb Powell.

    Harley said he is happy to begin another season on the slopes. He said he has been waiting to get in his first runs for weeks, and with another year starting, he’s aiming for another 100 days on the mountain.

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  • Riders at Disney California Adventure evacuated from stopped roller coaster

    Riders at Disney California Adventure evacuated from stopped roller coaster

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    A group of Disney California Adventure guests may not have had the most incredible time on Sunday after they needed to be rescued from an “Incredibles”-themed roller coaster amid sweltering heat.

    The riders were stuck on the Incredicoaster, a roller coaster styled after the Pixar superhero movie “The Incredibles,” around 1:30 p.m., according to the independent news agency OC Hawk.

    Park employees wearing safety harnesses made their way to the stranded guests and handed them umbrellas before they were escorted down from the ride. Temperatures in Anaheim reached 86 degrees on Sunday, according to the National Weather Service.

    A Disneyland spokesperson said the ride was stalled for about 30 minutes and park employees followed their standard procedures to help the guests safely exit the ride.

    A park guest who was staying at a nearby hotel with his family and said he had a front-row view of the ride from his room told KNBC-TV that the ride also stalled on Saturday.

    “I thought maybe the ride was closed,” Vince Crandon said. “I was really concerned for the heat and obviously for the people. … It was not moving and was on top of the apex.”

    It’s unclear what prompted the ride to stall or how long riders were stranded, but several videos shared on TikTok show that this is not the first time riders were forced to descend the ride after mechanical issues. Previous videos show riders descend several flights of stairs while being escorted by park employees.

    The Incredicoaster, previously known as California Screaming, opened in June 2018 and stands 120 feet tall and has a top speed of 55 mph, according to the ride description.

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    Nathan Solis

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  • Universal Studios tram tossed “multiple” riders to the ground, accident investigators say

    Universal Studios tram tossed “multiple” riders to the ground, accident investigators say

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    A tram vehicle at Universal Studios Hollywood threw “multiple” riders to the ground after it struck a guardrail near props from the “Jurassic Park” film franchise in an accident that is under investigation by the California Highway Patrol.

    Details of the accident that took place Saturday night — amid the 60th anniversary of the attraction — remain sketchy, but the CHP said the agency has determined that drugs and alcohol were not a factor in the crash that injured 15 park visitors.

    For the record:

    3:01 p.m. April 22, 2024An earlier version of this article said 15 riders on the Universal Studios Hollywood tram attraction were thrown to the ground. The California Highway Patrol said “multiple” riders were thrown to the ground and that a total of 15 were injured.

    The tram was driving through the storied Universal Studios back lot shortly after 9 p.m. when the crash occurred, according to authorities.

    The linked tram cars passed by a set of props from the “Jurassic Park” film franchise when the tram driver turned onto Avenue M and for some unknown reason the last car in the procession collided with the metal guardrail on the right side, the CHP said. This caused the tram to “tilt and eject multiple passengers from the tram,” authorities said in a news release.

    The Los Angeles County Fire Department received a call for service shortly after 9 p.m. for the crash and 15 passengers were transported to a hospital with minor to moderate injuries.

    The Los Angeles County Sheriff’s Department also responded to the scene but the CHP is the lead agency, a Universal Studios spokesperson said.

    “Our thoughts continue to be with the guests who were involved, and we are thankful that based on agency reports, the injuries sustained were minor,” Universal Studios said in a statement.

    The theme park is working closely with authorities as Universal Studios continues its “review of the incident and safety remains a top priority.”

    The Studio Tour tram ride, which is celebrating its 60th anniversary this week, will continue to operate with a modified route and the theme park will reinforce its “operational and safety protocols.”

    The status of the injured passengers was unclear as of Monday.

    In many ways, the tram ride came to define the theme park.

    Over the years, countless riders have enjoyed close encounters with a robotic shark depicting the blood-thirsty animal in the movie “Jaws,” a terrifying stop outside the Bates Motel from the film classic “Psycho” and a harrowing escape from the clutches of King Kong.

    Newer film franchises have joined the tour, including a stroll through a suburban neighborhood wasted by aliens from the 2005 film “War of the Worlds” to a western-themed sideshow from Jordan Peele’s 2022 movie “Nope.”

    The tram tour got its start in 1964 when Universal Studios executives noticed that food sales at the studio commissary shot up after local tour buses were allowed past the studio gates to let fans get a glimpse of the back lot movie sets and props.

    The first iteration of the attraction were the pink-and-white Glamour Trams, which carried about 38,200 riders in the first year. Passengers paid $2.50 for a two-and-a-half hour tour that included stops to see a stunt show and a movie makeup exhibition.

    Later renamed the Universal Studios Studio Tour, the trams have since endured real life fires, labor strife, a series of expansions and at least one fatal accident.

    The theme park launched a renovation project in 2022 to begin converting the diesel-hydraulic powered vehicles to run on electricity to reduce emissions. It is not clear if the tram that struck the guard rail was a newer electric vehicle or an older version.

    This is not the first time an accident happened at the theme park. In 1986, a park employee was run over by the tram during a special Halloween “Fright Nights” show. Paul Rebalde, 20, was stationed on a parked tram filled with mannequins dressed to look like corpses, the Sheriff’s Department said at the time.

    While in costume, Rebalde was to leap from among the mannequins on the parked tram and frighten people passing on moving trams, but was trapped between the third and fourth sections of one of the four-section moving trams and was run over and dragged to his death, according to authorities. The Halloween-themed attraction was paused for several years and later rebranded “Halloween Horror Nights.”

    More recently, a stunt performer was hospitalized after performing in the “Waterworld” show in January 2023. The performer was set on fire shortly before taking a leap off a tower in the show’s finale. The “Waterworld: A Live Sea War Spectacular” show is inspired by the 1995 Kevin Costner film and opened months after the movie’s debut.

    Times editor Hugo Martin contributed to this report.

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    Nathan Solis

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  • Universal Studios tram crashes, injuring 14 riders

    Universal Studios tram crashes, injuring 14 riders

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    More than a dozen people were injured when a four-car tram crashed at Universal Studios Hollywood on Saturday night, authorities said.

    The last car of the tram struck a rail when it was traveling down a hill of a parking structure, Los Angeles County Sheriff’s Lt. Maria Abal said.

    “There was some type of issue with the brakes,” Abal said. “We don’t exactly know what yet.”

    The Los Angeles County Fire Department received a call at 9:04 p.m. and responded to the scene.

    A total of 14 people were injured, including one who had moderate injuries, according to Fredrick Fielding, a public information officer for the county Fire Department.

    At least four passengers were transported to the hospital with injuries that did not appear to be life-threatening, Abal said.

    In a statement late Saturday, the theme park confirmed that an incident took place “that resulted in multiple minor injuries.”

    “We are working to support our guests and understand the circumstances that led to the accident,” Universal Studios Hollywood said in a statement to The Times.

    The park’s tram can hold more than 100 people, Abal said, but it was unclear how many were on board at the time of the incident.

    The crash will be investigated by the California Highway Patrol.

    The Universal Studios tram tour, called the World-Famous Studio Tour, is a signature attraction at the theme park. The park is celebrating the 60th anniversary of the ride beginning next week.

    The tour goes behind the scenes of movie sets, from “Jaws” to Jordan Peele’s “Nope,” and offers a look into the last 50 years of Universal films.

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    Taryn Luna

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  • Rider dies in horse training incident at Los Alamitos Race Course

    Rider dies in horse training incident at Los Alamitos Race Course

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    A professional horse rider was killed Friday while training a filly at Cypress’ Los Alamitos Race Course.

    Alfredo Luevano, 53, was found on the ground early Friday morning near the back of the track where he had been conducting training exercises with a 2-year-old horse, according to a release from the race course. Luevano was rushed to a Long Beach hospital, where he was pronounced dead.

    The course said in a statement there were no eyewitnesses to the fall. The filly Luevano was training— named Fly From The Fire —was uninjured but would be removed from the next race “as a precaution,” the course said.

    “On behalf of the Los Alamitos Race Course family, we express our deepest condolences to Mr. Luevano’s family members and friends,” said Los Alamitos Race Course spokesperson Orlando Gutierrez.

    Luevano, a native of Zacatecas, Mexico, was an experienced rider, spending most of his professional career in Mexico and Colorado, according to the course. He was a licensed exercise rider, riding horses to condition them for racing.

    Luevano is survived by his wife, five children and six grandchildren.

    The course‘s release said it planned to hold a moment of silence for him before Sunday’s race.

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    Rebecca Ellis

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  • Metro wants riders back. Those green-shirted ‘transit ambassadors’ are part of the plan

    Metro wants riders back. Those green-shirted ‘transit ambassadors’ are part of the plan

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    Aiming to bring Angelenos back to a public transportation system that has struggled with safety concerns and declining ridership, Metro officials say they have a success story with so-called transit ambassadors, who have spent the last year riding trains and buses in bright green shirts to offer a helping hand.

    Metro’s public safety committee voted unanimously Thursday for the ambassador pilot program to become a permanent part of the transit system. The full Los Angeles County Metropolitan Transportation Authority board of directors will vote on the proposal Oct. 26.

    Since Metro launched the pilot program in September 2022, about 350 transit ambassadors have had more than 500,000 interactions with riders, according to a staff report presented to a Metro committee Thursday.

    The unarmed ambassadors ride the transit system and help riders on train platforms or Metro hubs, pointing them in the right direction during major disruptions or helping elderly people navigate when an escalator is broken. They do not issue citations, but they report problems to law enforcement and document vandalism or other crimes.

    Los Angeles County Supervisor Holly Mitchell, who chairs Metro’s Operations, Safety and Customer Experience Committee, championed the program’s success. At the committee meeting Thursday, she said the ambassadors not only provide operational help to riders but are also a means to make public transportation more personal.

    “They’re the human touch,” Mitchell said. “They are also the ambassadors of our culture, of how we want to be perceived as a transit agency and how we want people to experience riding public transit. I am glad that the statistics are bearing the fruit that we anticipated and hoped for.”

    Over the last six months, ambassadors used naloxone to reverse 52 opioid overdoses, Metro said. During that same time period, ambassadors helped 20 people by performing CPR, intervening during a suicide attempt and other events, according to the staff report.

    One of the most critical roles the ambassadors play, chief customer experience officer Jennifer Vides said, is making riders feel safer.

    Last year, a survey of more than 12,000 bus and train riders showed a decline in ridership among women compared with 2019 ridership numbers. Women made up 53% of bus riders pre-pandemic, and just 49% in 2022. Women were more likely to cite safety as the top issue on which they wanted Metro to make improvements.

    Recent attempts to increase safety on the transit system included a proposal by the Los Angeles Police Department to arm officers with lasso-like weapons to subdue citizens, but the Metro board said that plan was premature. Metro’s own attempts have focused on the ambassador program and other measures.

    Metro announced Thursday that ridership jumped 10% over the last year, marking a steady increase over the previous 10 months, climbing back to nearly 80% of its 2019 pre-pandemic level.

    In a recent rider survey, 63% of people polled felt ambassadors made their ride on a Metro train feel safer; among low income communities, women and people of color, that rate was even higher. And 61% of those surveyed said they would want to see more ambassadors on Metro.

    Some riders surveyed said they were unclear on what the ambassadors could do, and others were unsure why ambassadors often appeared to be looking down at their phones on the job. That doesn’t mean they’re distracted — using the phone is part of reporting necessary maintenance and other services needed, Vides said.

    If the ambassadors were a permanent part of Metro, they would receive better employee benefits, according to the staff report. Retention, administration, training and collaboration among other Metro departments would improve, according to the staff report.

    Los Angeles City Councilman and Metro board member Paul Krekorian asked if the Metro staff looked into any alternatives to bringing the program in-house. If approved by the full board, the ambassador program could stay under its $20 million annual budget, according to Metro staff.

    “Instinctively, I feel like it would be better, just because of command and control and efficiency,” Krekorian said at Thursday’s meeting. “This is a big program. This is a big, very expensive program that we’re making it permanent after a trial period.”

    The initial goal was to start the program as a pilot, outsource it and then bring it in-house if it proved successful, Metro CEO Stephanie Wiggins said. Currently, the program is managed by third-party vendors.

    There’s also concern about a high turnover rate among those employees compared with others in the Metro transit system, Wiggins said.

    The ambassador program was first proposed as L.A. County reevaluated its approach to public safety and how Black and brown riders felt when approached by law enforcement. Integrating the program into Metro would signal to the police agencies that patrol the trains and buses that the ambassadors are not just a temporary strategy but part of a “reimagined public safety network,” Wiggins said.

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    Nathan Solis

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