TV/Radio XFINITY | WOW! | WBBM | WXRT | B96 + Dance | US99 | K-HITS CHICAGO

   *** SCORES: BEARS | BLACKHAWKS | BULLS | CUBS | FIRE | WHITE SOX ***
YoutubeTwitterFacebookArlingtoncardinalYahoo! Google Bing Aol.ArlingtoncardinalTMZ Rotten Tomatoes ET Online Box Office MojoArlingtoncardinal Channel 9 WGN Channel 7 Chicago ABC Channel 5 Chicago NBC Channel 2 Chicago CBS Daily HeraldChicago Tribune Breaking NewsArlingtoncardinal Chicago Gas PricesFloridaCardinal.comGLOBALCONFLICTMAPS.COM Arlingtoncards.com THE GUIDE

Metra Conductor Berates Passenger for Hearing Impairment?

Fri March 30 2012 12:59 pm  http://www.arlingtoncardinal.com/?p=51869
 Share The Cardinal -- Arlingtoncardinal.com Articles (E-Mail, Facebook, Twitter & More) 

CHICAGO BEARS RADIO -- WBBM Newsradio 780 "Traffic on the 8's"


Where’s the Customer Service? The steely, intense gaze of a Metra conductor that berated a customer for having a hearing impairment.

Find Out Why Customer Service Might Be the Least of Metra’s Concerns
Witnesses reported a Metra conductor unapproachable and on the verge of a fight with a customer on Wednesday, March 28, 2012 while passengers were boarding Metra UP/Northwest Line Train #651 just before 6:00 p.m. Two passengers noticed the conductor standing steely-eyed and unapproachable at the train car closest to the end of the tracks. One man asked the conductor if he thought there might be more seats available on a more forward car. The conductor ignored the question, and continued with an intense stare. A second man asked the conductor to confirm whether this was the train to Cary. The conductor barely replied, and only with a slightly affirmative nod — saying nothing.


The conductor climbed aboard about 6:01 p.m. as the train car doors closed and he began asking for tickets. The first man he faced pulled out his wallet and — in a friendly manner — said he needed to pay for a ticket to Arlington Heights. The conductor replied $8.25. The passenger replied, “Ooh, I thought it was $5.25 as he pulled out a $5 bill, and was getting ready to pull out another three dollars. Then the conductor aggressively and emphatically said, “$8.25! — I think you have a hearing problem.” The man replied, “I don’t have a hearing problem. I can hear you perfectly fine. The conductor then replied, “I’ve told you three times now, $8.25 … maybe you should take those headphones out of your ears.” The passenger replied, “There’s nothing playing through the headphones, I can hear just fine.” He said this as he was handing over the additional three dollars and 25 cents. The passenger also replied to the conductor, “The only problem here is that ‘the conductor’ is not being very polite.” The conductor then asked the passenger to take a seat and get out of his way in the train car vestibule.

The passenger found a seat in the same train car and sat down. About a minute later, the conductor entered the train car, and when he came to the same man that paid in the vestibule, the conductor acted as if he didn’t recognize the passenger and asked for his ticket. The passenger was a little flustered and said he was looking for it. The conductor said, “you’re supposed to have it out for display.” The passenger found the ticket and handed it to the conductor. The conductor then faced the customer and said, “Is that polite enough for you?”

Burnout?
The poor customer service and antagonizing mood might extend from the pressure that conductors are facing recently. Metra cracked down on conductors last year for lax fare collection. Metra has recently faced a tight budget; and when Metra conducted surveys about fare increases, they were surprised to learn that respondents reported fares weren’t always collected by conductors. Metra responded by putting spies on train cars to look for conductors that weren’t collecting fares. Metra also warned the conductor’s union that they were observing the conductors.

Conductors complain that there is not enough manpower to handle some trains’ fare collection because there can be hundreds or even more than one-thousand passengers.

Some passengers and conductors complain that the technology or lack of technology in accounting for passengers, fare payment, and ticket taking onboard is the source of the problem. The conductors are given a task that realistically can’t be accomplished at times — especially when trains are packed for sporting events, or when a significant number of passengers are drunk or rowdy. Conductors have to police the train cars for safety and collect fares. If they have to respond to a safety issue or respond to numerous questions that require detailed answers; they’re going to miss out collecting fares. It’s a monumental task. It’s no wonder that conductors aren’t too pleased when situations occur that are out of the ordinary.

Arlington Heights police regularly respond to a few disturbances on arriving Metra trains — either to downtown Arlington Heights or the Arlington Park train station. Incidents usually involve a group of drunks ‘acting up’ on the train, or two or more people getting into a fight.

There’s all kinds of things that can happen on the train at any hour, but most incidents occur around midnight. Most experienced conductors have seen a lot — fights with bottles thrown, belligerent drunks accosting other passengers, ill passengers, loud passengers in the quiet car, stowaways, people who try to travel to a zone that is further than what their ticket is worth, and people taking up two seats when other passengers are having trouble finding a single seat.

Stress in The Transportation Sector
Are job tasks and customer service tasks overwhelming transportation employees, or are workers just not qualified for their jobs? The incident with the Metra conductor pales in comparison to incidents that have occurred recently during air travel. The demands of the job, inefficient organizational procedures, ineffective automation, pressure to keep flights and trains on time, and a history of exposure to stressed passengers might be causing some employees to snap. An incident occurred just this past Tuesday when a JetBlue captain had to be restrained and locked out of the cockpit at 30,000 feet during a flight from New York to Las Vegas. Witnesses report he was banging on the cockpit door while yelling, “Bring the throttle to idle! Bring it to idle! Bring it to idle! We’re going down, we’re all going to die! Pray to Jesus. Open this goddamn door!” The pilot, Capt. Clayton Osbon, 49, has since been charged with interfering with flight crew instructions. The charge is punishable by up to 20 years in prison.

On March 9, 2012 a female flight attendant on American Airlines Flight 2332 is reported to have disrupted a flight in the cabin using the public address system to announce words about the American Airline bankruptcy. She also said that it would not be her fault if the plane crashed. The flight attendant was surrounded, tackled, and subdued by passengers in the aircraft. The flight returned to the gate and was replenished with a fresh crew.

On August 9, 2010, JetBlue flight attendant Steven Slater announced over the aircraft’s public address system on a flight from Pittsburgh to New York, that he had been called an obscenity by a passenger and that he was quitting his job. He then sealed his fate when he deployed the evacuation slide at the terminal gate and slid down to the tarmac of John F. Kennedy Airport. After his arrest, and court proceedings, Slater agreed to a plea bargain on October 2010 to avoid prison. He would plead guilty to one of the lesser charges, be on probation, receive drug testing, and undergo counseling. He was also ordered to pay Jet Blue $10,000 for restitution with payments of $831.25 per month after an initial payment of $500. On October 19, 2011, Slater withdrew his guilty plea to a felony charge of attempted second-degree criminal mischief. He was sentenced to serve a year of probation on a misdemeanor charge of attempted fourth-degree criminal mischief.


Get updates from The Cardinal CRIME BLOG ‘Plus’ on Facebook. Just ‘LIKE’ the ‘Arlington Cardinal Crime & Forensics’ Page (become a fan of our page). The updates cover all posts in the 24/7 Crime Alerts! and sub-categories. See all of The Cardinal Facebook fan pages at Arlingtoncardinal.com/about/facebook …

CLEAR SKIES?  Weather Data for Friday, March 30th, 2012

Tags: , , , ,    

IMPORTANT NOTE: All persons referred to as subjects, defendants, offenders or suspects, etc. are presumed to be innocent unless and until proven guilty beyond a reasonable doubt in a court of law.

Try a more powerful search in the box below ... SEARCH BOX PRODUCES RESULTS FOR The Cardinal -- Arlingtoncardinal.com ...
(POWERFUL SEARCH for The Cardinal, which can be expanded on the results page.)

Where background Wikipedia info/photos are used, original work is modified and released under CC-BY-SA.

! MORE NEWS FAST!!! MOST RECENT: CRIMEBLOG | MOST RECENT: FIREBLOG | SUBMIT NEWS TIPS
::: Health, wellness and fitness gifts! CoolFitnessGifts.com ::: Cubs, Sox caps at ChicagoFanfare.com :::

ARLINGTON HEIGHTS BREAKING NEWS --The Cardinal -- Arlingtoncardinal.com is a breaking news blog with Arlington Heights & Chicagoland emphasis. Early breaking reports may prove to be inaccurate after follow-up investigation, which may or may not be updated in The Cardinal -- Arlingtoncardinal.com. For in-depth coverage, please also check the following links for network television, cable news networks and Chicago local media coverage ...

Daily Herald | Daily Herald -- Arlington Heights | YouTube.com/DailyHeraldClips
Today's headline videos: FOXNews Video | YouTube.com/FoxNews | Associated Press | The Cardinal
Chicago Area Newspapers
CNN Arlington Heights  FOXNEWS  BREITBART.COM  cbs2chicago  NBC 5 Chicago  abc7chicago   WGNTV      WGNRADIO720  NEWSRADIO 78  CHICAGO BREAKING NEW  Daily Herald Arlington Heights  Chicago Tribune   Seed Newsvine
 
Video LOGO youtube Twitter Arlingtoncards facebook battery status Cardinal Calendar Search Batteries Plus RSS Help ...
All Headlines
crimeblog | fireblog
« EARLIER | SEARCH ARTICLES BY DATE -- Arlingtoncardinal.com/searchdate | LATER »

2 Responses to “Metra Conductor Berates Passenger for Hearing Impairment?”

  1. Kml30 says:

    Whatever the reason why conductors r rude, they still should treat customers politely and respectfully!

  2. Coppington says:

    People who work with the public are under a lot of pressure to be polite even to abusive customers. Typically management doesn’t support a worker who has to put up with mistreatment from customers and will likely put you on probation or fire you, dumping you into a bad job market. The guy profiled in this story will catch hell for this expose if his bosses find out.

    The story switches from saying how negative his performance was to all the garbage workers like him have to put up with. Public contact can make you nuts, making it hard to be nice to people that don’t deserve rude retorts and steely glances. Since I’ve dealt with the public for many years, I cut people in this guy’s job a lot of slack…I know how bad it can be.

Trackbacks/Pingbacks


Leave Arlington Cardinal Reply Here

COMMENTS are not always posted immediately because a moderator checks each comment to prevent posts of hateful language, obscene language, commercial or irrelevant messages (spam), and outrageous attacks. Thank you for your comments. Most comments are approved within 12 hours. Some comments are approved within minutes -- depending on workload.

REMEMBER: All persons referred to as subjects, defendants, offenders or suspects, etc. are presumed to be innocent unless and until proven guilty beyond a reasonable doubt in a court of law.

SUBMIT CRIME TIPS ...
Anyone having information about serious crime in Arlington Heights should register on CitizenObserver.com and look for the anonymous TIP411 feature, or call Arlington Heights Crime Stoppers at 847-590-STOP (847-590-7867). Callers are guaranteed anonymity and may qualify for a cash reward of up to $1,000. Not a resident of Arlington Heights? Check CitizenObserver.com for availability for your community.

REFERENCE TOOLS & CALCULATORS ...
Fitness Calculators -- FitnessMath.com | Unit Convertor from FitnessMath.com | Calculator | Stopwatch
World Health, Epidemic, Pandemic, & Flu Map -- WorldwideHealthMap.com
Military & Terror Conflict Regions -- GLOBALCONFLICTMAP.COM

STREETS OF ARLINGTON ...
Arlington Heights Street Map | Distance & Size Calculator | Chicago Sports & Entertainment Locations
United States Map | World Map

CHICAGOLAND RADAR


Weather radar map is provided by ZoomRadar.com
Arlington Heights Weather | FULL SCREEN RADAR

RSS Cardinal Weather Center

CHICAGOFIREMAP.NET TWITTER

Top News Video …

digital-lifestyle.com

TMZ Plus …