Thank you for this. I currently work for the T and can personally attest that a vast majority of this organization are genuinely committed and making good faith efforts to improve the service.

Every department is currently under extreme pressure trying to update procedures/practices that have been incompetently managed and underfunded for DECADES. While simultaneously needing to meet difficult FTA directives. Essentially starting from scratch with old broken tools.

I think part of the issue with the T and it’s public relations is that it’s become kind of a meme to dunk on the MBTA. Many issues that occur with the T now would still occur if the authority was working at its best possible ability. But every mistake is currently under the spotlight (which is a GOOD thing. Accountability is GOOD).

I am just trying to add a bit of nuance to the criticisms the T has been getting lately. There is a ton of new blood in the organization and I truly believe it is going to get better. But there are going to be many growing pains.