SunVan and the CSRs – making customers VERY unhappy

We received an e-mail tip that tomorrow’s meeting of the Paratransit Advisory Board

http://www.cabq.gov/transit/paratransit-service/paratransit-advisory-board

(10:30 am at the ATC) should be a real doozy with the Board and a growing majority of SunVan passengers in an “angry mob unpopular” state of mind.


There seems to be two things driving their outrage. For whatever reasons, Bruce Rizzieri changed the way SunVan passengers can book their rides. The first whiff of displeasure this change came in this February 26 story that aired on KOB TV: KOB.com - Riders complain about transit service for disabled

The second problem (which is mentioned in the KOB story) is the lack of customer service displayed by our Customer Service Representatives (CSRs). Our anonymous tipsters says SunVan passengers are so angry with how they’re being treated that they have been taping their phone conversations with the CSRs and plan to go public tomorrow with the results.

Look for the sparks to fly tomorrow morning at 10:30 am at the ATC!

Danny Gonzales promoted: what a shocker...NOT!

Well, it was bound to happen at some point. Annette's lap dog, Danny Gonzales, was recently promoted to Assistant Operations Manager, our eyes at the ATC tell us. Not a big surprise, coming from the fact that Annette Paez has him do everything for her, even pick up her kid and probably buy her groceries for her. She loves to have beta-males at her beck and call.

We thought Rizzieri might stand up and actually hire someone good, who would be good for the drivers and everyone else...but he just went with Annette's bidding, b/c Bruce doesn't do very well with confrontation unfortunately.

We'd like to hear your thoughts on this mis-hiring...