BIRMINGHAM, Alabama (WBRC) – Many people have come to us with concerns about delays or cancellations of BJCTA routes. Now, the agency’s executive director has informed members of the city council of his plans to improve the rider experience.
BJCTA Executive Director Charlotte Shaw updated members of the Transportation Commission on her strategic plans.
She said the agency’s strategic plan will be published online within the next two months, providing more information.
The plan shows company minutes. It includes details of the bus purchase and information about the new $40 million maintenance facility.
You can also find your master project schedule to see your company’s five-year plan.
When I spoke with the director last year about numerous complaints about bus route cancellations and delays, she said she was working on it. I explained my job title. That’s the Customer Experience Director.
“The person responsible for receiving all complaints. Whether it is on the operational side, such as a bus operator, or on the administrative side. Customer Service Representatives in the Customer Service Department. Wherever the complaint comes from, it will be tracked.” We will monitor the process until the complaint is resolved,” Shaw said.
Shaw acknowledges that there is room for improvement and will continue to communicate our efforts to that end.
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