The MBTA comes in for a lot of criticism, and rightfully so. Understanding the agency’s fiscal bind and having some vague hope Daniel A. Grabauskas can fix the system as he did the motor vehicle registries doesn’t mean giving a pass on performance; if anything, the MBTA needs all the criticism it can get to help set goals and priorities.
But when it does something right, that should be mentioned, too.
And yesterday, when I noticed my monthly T pass hadn’t arrived and called to inquire, the MBTA really did something right.
A live person picked up the phone immediately. She found my information rapidly and, while noting that the card had been sent and should already be here, didn’t automatically reject my problem. In fact, she made a long-term fix — changing my address from the one I’d been at nearly a year ago — and sent out another card.
This was so far from the conflict and argument I expected that I was essentially stunned into joyous silence. This is to correct that silence, more or less.
UPDATE: A Federal Express package arrived this morning. Inside was an envelope holding my new T pass. I would never have guessed the MBTA would Fedex the pass to me. Incredible! Wonderful! Surprising!