"As I mentioned to you in an earlier conversation this week, we reached out to Academy for an explanation of the missed #119 trips and directed them to take corrective action to ensure more reliable service. In addition to some labor issues, we have been advised that an individual bus operator was responsible for failing to make the trips into the PABT for the scheduled departures that our customers reported as missing. The operator has been terminated. NJ TRANSIT also became aware of the notice that was posted near the Academy gate at the PABT advising customers that certain trips are cancelled. Academy claims they did not post the notice. However NJ TRANSIT informed Academy that this notice is unacceptable and must be removed ASAP.

In light of the service issues, our Private Carrier Affairs Division has also taken the following first steps in an effort to improve reliability of service, accountability by Academy and communications with customers. This is a work in progress, and modifications and improvements will be made as needed.

Reliability
Private Carrier Affairs (PCA) Staff is reviewing GPS data daily to monitor trip reliability.

Academy was advised that beginning Monday, September 28, NJT will require a dispatcher at the PABT departure and arrival gate supporting the #119 service.
Accountability

PCA will reconcile dispatch sheets, which much show all arrival and departure trips along with passenger loads, with the tracking system to ensure that all trips are reported and correctly identified on the dispatch sheet.

Academy has been directed to report any known missed trips based on operators not reporting or completing an assignment directly to NJ TRANSIT and identify which trips will be effected. Any trips that cannot be identified would result in a notice being forwarded to Academy immediately for an explanation.

NJ TRANSIT imposes penalties beginning at $150 for a missed trip and reduces the monthly contract payment by the number of hours and miles attributed to the missed trip.

Communications
The presence of a dispatcher at the gates will enable up- to- date information to be shared with customers.
With the overcrowding issues we are experiencing with the #119 service, any missed trip compounds the problem and creates a snowball effect on the balance of the peak rush hour service. I want you to know that we are committed to finding a long-term solution to the overcrowding problem within the limitations of the PABT and our own constrained resources. Going forward, we will step up monitoring of Academy to ensure its compliance with the terms and conditions of its contract. Academy Senior Management has ensured us they will cooperate to in seeing that all service issues are appropriately addressed and service is provided at the level maintained several months ago. Academy has also assured us that the driver issues have been corrected and all trips moving forward will be covered.

I apologize for the inconvenience the #119 customers have experienced the last few weeks and ask your patience as we attempt to address both the short and long-term challenges on the #119 service. Once again, I would remind you that travel on all NJ TRANSIT buses, rail and light rail lines is subject to delays and interruptions through Monday due to heavier ridership and congestion resulting from the Papal visit."