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New Jersey Transit leaders are taking a proactive approach to addressing customer complaints and service issues through a series of public listening events. The latest session, part of the “We Are Listening” initiative, took place Thursday night at the Trenton Transit Station. The event provided riders with an opportunity to voice their concerns directly to NJ Transit leadership, including the agency’s new customer advocate, Franck Beaumin.

NJ Transit Engages Riders for Feedback

Franck Beaumin was hired in October to fill the role of customer advocate, a position that had been vacant for four years. His job is to represent the interests of NJ Transit riders before the agency’s board, ensuring that customer concerns are acknowledged and addressed. During the event, Beaumin emphasized the importance of public feedback in shaping service improvements.

"It's a great opportunity to collect feedback," Beaumin said. "The number one complaints are always reliability and delays." Beaumin is active on NJ Transit’s website and social media platforms, particularly X, where he encourages commuters to share their experiences. He stressed that his role depends on continuous input from riders. "I really understand the frustrations out there, and I'm trying to explain to them that we're working on a lot of projects to improve the experience," he said. "We don't want to make changes just to claim wins. We want to make meaningful improvements that truly benefit every customer in the long run."

Ongoing Challenges and Plans for Improvement

NJ Transit has faced a series of challenges in recent years, including frequent train delays, overcrowding, equipment malfunctions, and customer service concerns. Riders often express frustration over unpredictable schedules and disruptions that affect their daily commutes. The “We Are Listening” events are designed to foster direct communication between NJ Transit leadership and the public. Commuters who attended the session in Trenton raised issues such as inconsistent train service, outdated infrastructure, and the need for better real-time communication regarding delays. Many voiced concerns about how service disruptions impact their jobs and daily schedules.

NJ Transit has acknowledged these issues and has outlined several initiatives to enhance the commuting experience. The agency is investing in infrastructure upgrades, improving technology for more accurate scheduling updates, and increasing transparency regarding service disruptions. Beaumin and other transit officials at the event assured riders that their concerns are being taken seriously and that NJ Transit is committed to making long-term improvements. By gathering direct feedback, the agency hopes to better address the priorities of commuters and build a more reliable transit system.

For riders who were unable to attend the event, NJ Transit continues to accept feedback through its website and social media channels. Officials encourage commuters to report issues and suggest improvements to help guide future developments. As NJ Transit moves forward with its plans to improve reliability and customer satisfaction, these listening sessions serve as a crucial step in ensuring that commuter voices are heard and acted upon.