Commuters report bus line has begun making strides
Service to downtown Manhattan remains focus for lawmakers
BY ERIN O. STATTEL Correspondent
Route 9 commuters filed into the Monmouth County Library Headquarters in Manalapan on Sept. 17 for a second meeting about the performance of Academy Bus Lines. The followup to an August forum was called by state Assemblywoman Jennifer Beck (R-Monmouth and Mercer) to further address problems on the Route 9-to-downtown- Manhattan bus line.

"At the last public meeting I held on Academy, I was shocked by the level of frustration the commuters expressed," Beck said. "Academy needs to be held accountable for their continually abysmal service and that is exactly why I am holding a second commuter forum."

Complaints of tardiness and lackluster performance on Academy's part still persist, but the general feeling at the meeting indicated slight improvement.

"I would consider [their performance] marginally better," said Steve Ferguson, a commuter from Freehold. "There are some minor improvements such as slightly more communication between the company and the customers and they seem to have added a dispatcher at one of the stops that did not have one in the past."

Additional radio equipment, more dispatchers and increased personnel to handle complaints and phone calls in the Toms River office are among the improvements Academy listed in its adjustments.

"I think it was a very positive meeting and some of the steps we have taken have worked," said Thomas Scullin, Academy vice president. "We will continue to work hard and will come back for another follow up."

Scullin explained that after the first sitdown with western Monmouth County commuters he set up meetings with agencies such as the New York City mayor's office and the New York Police Department to address the issue of cars, many times belonging to off-duty police officers, parking in the bus lanes outside the Holland Tunnel; and with the Port Authority to discuss timing the traffic lights accordingly.

As far as road construction projects go, Scullin said he has no control over that.

Commuters once again suggested that Academy use surveys to monitor customer satisfaction and they are still addressing the subject of having another bus company added to the route to increase the competition.

"Monopoly breeds complacency," said commuter Greg Speck of Freehold. "Competition will keep these guys on their toes a lot better than legislation will."

Beck addressed these ideas and informed the audience that she had been in contact with Congressman Chris Smith (R-N.J.) and Richard Sarles, the executive director of NJ Transit, to work on legislation aimed at alleviating some of these problems between private service providers and the public.

Beck had introduced at the last meeting a commuter's bill of rights that would require private carriers to adhere to published schedules and implement a toll-free telephone hotline for customers to directly contact the company. Legislation would also include fees for violations of performance standards and an amendment to the New Jersey Transportation Act of 1979 to bring NJ Transit back into competition with private entities.

"We wanted to work in concert with Assemblywoman Beck because we still believe working together through the American Bus Association, we can get the company to meet its minimum standards by itself," said Mary Noonan, chief of staff for Smith. "The consensus is that there has been change and it is because of Assemblywoman Beck."

Dave Kush, a legislative assistant to Smith, was also present at the forum and suggested monthly meetings with Scullin and his associates to monitor the company's commuter activity and progress.

Commuters seemed to be relieved that legislators have taken an interest in the matter, but remain skeptical of the bus company.

"I have seen an improvement, but I am still wary," said Claudia Salzberg of Old Bridge.

"This meeting was obviously calmer, but there is more to be done," Beck said. "Academy does deserve credit for returning, but I am not completely confident in them yet."