Metropolitan Transit System

The MTS in San Diego is "okay" but could b better. It gets you to where you need to go, but here are several improvements to make it better:

1.

Require passengers to have their fare ready when boarding. When they don't, it slows down the bus which then causes the driver, passengers on the bus, and passengers waiting for the bus to all be delayed. Some passengers need to make appointments, have refrigerated/frozen groceries, and other needs where timeliness is an important factor. MTS should at least have signage posted to have fares ready when boarding.

2.

Encourage handicapped passengers needing to be strapped in and out to take the free shuttle, etc. This causes huge delays. I understand their rights to the transportation, but there should be a better, faster, more convenient way to accommodate these passengers for the benefit of all involved.

3. Trolleys need more security personnel.

Passengers do some bad things, violate the rules, and the rules need to be enforced including no feet on seats, eating/drinking/littering onboard, disturbing other passengers, etc. Just the security personnel's presence on the trolley cars is a deterrent, and don't be afraid to give out fines or tickets. To not do so is disrespectful to the good passengers on the trolley, and emboldens the bad people to do the same or even more brazen acts, often with impunity and disrespect for the law.

4. The black boards showing trolley schedules remains broken after many months, is misleading as to arrival times, and should have been fixed a long time ago.

To not do this swiftly comes across as uncaring, lazy and even incompetent. Tighten this up.

5. I am often given misinformation and/or contradictory information when calling in for bus and trolley information (phone number ending in 3004). The supervisor has to get involved, provides me with the right information, and apologizes.

Happens way too often and can be costly in terms of making needed connections and getting to destinations on time. Supervisors should listen in on calls (more if already done), intervene when the agent is wrong, correct the situation and then correct the agent as needed. Some agents are good, and some are bad to very bad.

6. Bus drivers should wait until all passengers are seated before moving the bus for safety purposes.

This, again, is where signage - which MTS is sorely lacking - should be used for passengers to quickly take their seats so the bus can leave. A Rules of Conduct should also be included on all buses and trolleys - and enforced, with contact numbers clearly listed if customers have any concerns.

7. If bus routes change on weekends, or are delayed, or not available during certain times, MTS needs to inform customers and not just by electronic means. Post signage in conspicuous, appropriate places like the polls by the station as needed.

For example, the #11 bus stops at University and 4th heading downtown, but you wouldn't know it because there is not a bus sign there. Only recently did they put a "sandwich board" sign there but this can easily be removed. MTS needs to better think about transportation from the passengers' point of view. How about conducting focus groups?

When are those monthly MTS meetings the public can attend? Don't just rely on people to go the website to find out. Be proactive and tell them, including signage (there's that word again) on the buses and trolleys.

8. At the MTS store, there should be a separate section for schedules that have recently been updated, with 1 schedule for each in an encasement.

Then, customers will know which schedules have been affected instead of having to read the tiny print atop each schedule as part of a treasure hunt to find out.

I hope this helps MTS be better, as intended.

Overall, it is just okay and at times I have been very disgusted per the above. I would give it 5 stars if MTS fixes these problems, but first of all recognizes them.

I am a senior and went to the MTS Transit Store to renew my senior monthly pass for unlimited rides in August 2022 circa 10:30 a.m. I had $6.75 cash on my card which would get me 1 round-trip ride on the Coaster which is all I needed.

When I went to renew the card, the first rep (female) erroneously told me that I need $7.50 for the round-trip, not $6.50 as the Coaster rep told me on the phone. She might have assumed I wanted an all-day pass which I never said, she didn't ask me about, and I did not want. I corrected her but she insisted I need to put an additional $.75 on my card to make this trip. I asked her to check with the supervisor and she would not.

She further stated that I have to put a minimum $3.00 on my Pronto card, not the $.75, as $3.00 is the minimum charge. I reluctantly agreed. I then had trouble with my credit card in the slot so I was moved to another window where the second female rep said the same thing as the first about this charge, so I reluctantly paid it. She also asked for me ID despite my presenting the monthly Pronto card which I have had for 2 months now (a minor inconvenience but why ask when the first rep did not).

The situation got even worse. After I paid the $26 (instead of the $23 renewal for August), I asked for a manager to verify the additional $3.00 is accurate. He researched it and found that I was indeed correct, that the $6.75 cash I already had on my card would cover the $6.50 needed to make the one Coaster round-trip. I asked for a $3.00 refund either on the credit card or cash.

He would not give it to me stating this was not possible in the store! He stated I needed to call the Pronto Support Center. I asked to cancel the entire transaction. He stated that couldn't be done, either.

I said I will call my credit card company to block the additional $3.00 charged. He said this could not be done because the charge was for the full $26.00 and could not be separated, and that I could possibly incur a finance charge if I did this. I asked to speak to his supervisor or a representative there now who could remedy this situation. He said that wasn't possible, either.

I told him I felt "cheated" and I want this made right. He said he would note on my account that this additional $3.00 would be applied to my next transit card renewal at the end of August. I stated I might not be renewing the card and wanted the overcharge back now. He said no can do.

Hence, my complaint here. I find this whole situation unacceptable and possibly illegal. Despite this only being for a small amount, it is the principle of the thing, not the principal. Don't tell me you cannot refund me a measly $3.00 which you agree was an overcharge, either by credit card which I just gave you or cash.

This situation comes across as a scam and I will be alerting the regulators.

When I asked which agency the MTS transit system reports to, the supervisor wasn't sure (yeah, right). I will find out and lodge a complaint, but meanwhile I want readers on Pissed Consumer to know about this so it doesn't happen to you.