Rail operator: Full service to be restored by Mar. 30
With its customers hampered by prolonged train delays and cancellations that began during the recent wave of snowstorms, the company that runs the Massachusetts commuter rail system said Thursday it will operate at full service by March 30.
Keolis International CEO Bernard Tabary announced that under a plan approved by Gov. Charlie Baker, the commuter rail system, which feeds into suburbs that include communities in Central Massachusetts, will be operating at 78 percent passenger capacity by Friday.
In a statement, Tabary said the company, which is at the start of an eight-year contract with the MBTA, has brought in experts from around the world to assist with recovery efforts and said "we will do everything we can" to accelerate full restoration of train services.
"We feel confident about this plan and were pleased to receive the governor's endorsement of our strategy," Tabary said. "He did a deep dive into the recovery plan and asked tough questions. We appreciate his support and the support of his team."
Tabary also apologized to MBTA riders.
"To our passengers, we know this has been an incredibly frustrating time. You have endured cancelled or delayed trains, information snafus, and mechanical issues like doors that don't open," he said. "We know you've waited on cold platforms and been late to work or had a difficult time getting home at night. We know we haven't performed up to the high standards you have a right to demand - and that we demand of ourselves. On behalf of the entire Keolis team, I want to express our sincere apologies. We are dedicated to providing our passengers on the MBTA commuter rail system with outstanding service each and every day. In recent weeks, we have fallen short of that goal. I give him my personal commitment that we won't rest until MBTA commuter rail is once again operating as it should."
Confirming earlier reports, Keolis announced Thursday its general manager resigned "earlier this week for personal reasons."
Keolis has faced commuter anger and frustration from the Baker administration over unreliable service and what the governor deemed insufficient communication with riders.
The French company announced Gerald Francis will take over as general manager for Tom Mulligan. Franck Dubourdieu was named deputy GM.
Francis has held leadership positions at the Washington Metropolitan Transit Authority and Herzog Transit Services and joined Keolis in January 2014 as deputy general manager. Dubourdieu has worked for Eurostar, which runs between Paris and London, and the French national railroad.
The announcement said the recent series of winter storms "crippled the service, blanketing rails and stations with snow, freezing switches and causing locomotive engines to fail, creating tremendous hardships for Boston area commuters."
Keolis operates in 15 countries and describes itself as "the largest light rail operator in the world."
Incoming interim MBTA General Manager Frank DePaola on Thursday suggested "discounts" as an alternative to refunds for riders whose commutes were disrupted by spotty service.
"I realize we have to restore value. I'm not sure refunds is the way to go. There are other options we can use that people get some value back," DePaola said on his way to speak at a Senate oversight hearing Thursday.
"One of the issues is every dollar I give back is a dollar I can't invest in the system," DePaola told reporters.
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