Keolis Commuter Services officially began operating the Massachusetts Bay Transportation Authority’s 14 commuter rail lines on July 1, 2014, with a pledge to increase on-time performance and improve safety, cleanliness and customer service.
It is the largest Keolis commuter rail contract in North America, serving the nation’s fifth-busiest rail system. MBTA commuter rail serves 127,000 passengers daily with 14 lines, 138 stations, and 500 daily trains in the Greater Boston region and Rhode Island. Future plans call for a commuter rail extension to New Hampshire.
MBTA passengers immediately began to see changes designed to improve the passenger experience, among them the launch of a staffed customer service center open seven days a week to provide assistance to customers. Passengers will also be encouraged to share suggestions or concerns via a dedicated customer service Twitter account @MBTA_CR and on Facebook.
Other improvements will include freshly cleaned trains and stations, new signage, and repairs to damaged seats. New pocket timetables, featuring larger, easier-to-read system maps, were distributed at the major stations beginning on July 1.
Keolis also introduced the first official MBTA Commuter Rail app, designed to make it easier for passengers to plan their journey. An enhanced version will provide the first real-time information about commuter rail travel times, a place to register lost or found items in trains and stations and other features designed to enhance the passenger experience.
Visit the Keolis Commuter Services website here.