Customer Advocate

I am committed to carrying your voice and defending your interests as passengers of NJ TRANSIT, whether you ride the bus, train, light rail, or Access Link.

I am constantly looking for opportunities to improve your experience at every step of your transit journey across all modes, and your concerns and suggestions are essential to this process. If you'd simply like to send me a message, click here. Otherwise, take some time to learn more about my approach:

Customer engagement and feedback collection

As a Customer Advocate, engaging with you is at the heart of my role. To ensure your concerns are heard and to help me identify as many opportunities for improvement as possible, I’ve established several channels through which you can reach me:

• You can send me a message directly via the Customer Advocate online form.

Please note that for very specific or personal matters, such as refund requests, employee complaints or commendations, claims, and other individual issues, the Customer Service team remains the best contact.

I am also available on social media. Follow me and tag me on:

• X/ formerly Twitter: @NJTransit_CA 
• Bluesky: @customeradvocate.bsky.social
• Facebook: NJ Transit Customer Advocate page

For customer assistance and passenger information on Social Media, The @NJTRANSIT account on X/former Twitter remains the best contact.

• I travel across the network to engage directly with customers, typically during the morning and evening rush hours. Every two months, I also invite NJ TRANSIT operational team members from the relevant modes so they can hear your concerns firsthand. 

My next in-person availability will be at:

• NJ TRANSIT Headquarter (Boardroom) on Wednesday, October 28^th at 1 PM for the 2026 Accessibility Forum
• NJ TRANSIT Headquarter (Boardroom) on Friday, October 30^th at 9 AM for the Operations & Customer Service Committee meeting

Finally, since I am a regular transit rider myself, don’t hesitate to come chat with me if you recognize me.

Coordination with operational teams

My goal is to identify opportunities for improvements and ensure they align with available resources. To achieve this, I work closely with operational teams across all modes, as well as Marketing, Customer Service, IT, and others. Together, we implement solutions that enhance the overall transit experience whenever possible.

Aside from new projects, my role often involves ensuring that the services, solutions, and products developed by NJ TRANSIT are designed with the customer interest in mind.

With the support of the NJ TRANSIT Board and NJ TRANSIT Teams, your feedback has driven many improvements, including:

• The re-introduction of the FLEXPASS 
• Improved wayfinding and safety signage at multiple transit facilities (Orange Street Light Rail Station, Trenton Transit Center, etc.)
• Better passenger information for planned disruptions (triangle warnings on the app and website, diversion diagrams, full diversion timetables, etc.)
• Enhanced service on select bus routes to accommodate increasing ridership (Routes 25, 119, etc.)
• A reduction in the number of closed cars on rush‑hour trains
• Improved accessibility at various locations (waiting room at Lindenwold train station, platform access at Long Branch station, etc.)
• Critical updates to the NJ TRANSIT app such as better display of train and bus departure times, track information, Light Rail schedule during disruptions, favorite trip management feature etc. 
• Reopening of escalators at Newark Penn Station

And many others.

Report to the Board of Directors

As a Customer Advocate I report directly to the NJ TRANSIT Board of Directors. My dashboard, presented during the Operations and Customer Service Committee meetings, gives me the opportunity to share your comments, describe your expectations, and advise on passenger‑experience improvement priorities.

For more information regarding Committee meetings and Board meetings, including registration for priority speaking during these public meetings visit NJTRANSIT.com/board

In a continuous effort toward transparency, and to mirror NJ TRANSIT’s commitment to sharing its operational performance data. I also publish Key Performance Indicators based on the complaints you submit to the Customer Service team.

I collect the concerns from the database and keep track of their evolution on a monthly basis. In order to keep track of trends both in terms of quantity I create a concern per 10,000 passengers ratio for:

• the concerns submitted for each month by mode
• the concerns submitted by Rail line, Bus division, Light Rail line, and Access Link
• the categories of concerns by mode

Here are the latest metrics for September 2026

Rail

 

After a challenging summer, the number of concerns per 10,000 customers fell by 28% between August and September.

The decline in concerns was observed across all lines except the Montclair–Boonton Line, which experienced an uptick driven by increased overcrowding concerns. 

While service‑related concerns decreased, along with complaints about station cleanliness and conditions, overcrowding and closed‑car concerns rose sharply, up 56%.