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# Big Blue’s track record speaks for itself
- URL: https://www.smdp.com/big-blues-track-record-speaks-for-itself-editor/
- Published: 2006-09-25T15:00:00.000Z
- Updated: 2026-10-23T21:25:51.000Z
- Author: Guest Author
- Tags: Opinion, Santa Monica, #archive-import

*By Stephanie Negriff Director of transit services, Big Blue Bus*

I want to correct a misleading picture of the Big Blue Bus drawn by Bob Bates’ “Elder abuse on wheels” (SMDP, Sept. 19, page 5) with factual information about our commitment to safety and service quality, the primary reasons we receive a 98 percent customer satisfaction rating from our riders, including seniors.

We regret any accident that happens, but Mr. Bates’ blanket statements do not reflect our remarkable safety record. The Big Blue Bus safety record is outstanding and carefully monitored. Drivers go through a comprehensive training course, logging in more hours of training than most other transit organizations in LA County. Last year the Big Blue Bus had only 27 on-board falls out of an estimated 22 million passenger trips, a decrease of this type of incident of 36 percent from the year before. That said, when moving close to 80,000 people every day some accidents will occur regardless of the level of training provided.

Our employees are dedicated to providing high quality customer service and for protecting their passengers. The very incident that Mr. Bates refers to shows that our Motor Coach Operators (MCOs) are trained and invested in helping when an accident occurs. The MCO in this particular case stopped the bus, called for medical help, and assisted in getting other passengers to another bus as soon as possible. All of our MCOs are committed to a set of values and behaviors that reflect the highest of customer service standards.

The Big Blue Bus values our senior passengers and encourages them to ride as an alternative to driving or being home-bound. National studies demonstrate that 50 percent of non-drivers age 65 and older stay home on any given day because they lack transit options. This results in a decreased ability to participate in the community and economy and promotes isolation and loneliness. In Santa Monica that does not have to be the case.

The very design of our buses takes into account our senior passengers. They are constructed with low floors and have the ability to kneel to make boarding easier. The first seats on each bus are specially marked as available to seniors, and bright yellow-colored handrails are located in the bus for extra security.

The Big Blue Bus assists seniors in riding by offering a special fare of only 25 cents a ride, and reaches out to them at many community events. In addition, the city offers seniors 65 and over curb-to-curb transportation in smaller vehicles. This is a great opportunity for those not as stable on their feet or with other special needs. Some seniors say that riding the Big Blue Bus during non-peak hours when traffic and passenger loads are lighter makes it easier for them to board and find seats.

Finally, Mr. Bates or anyone who has comments or concerns can find the customer service phone number on all printed material, including the schedules found in all Big Blue Buses, on eye-level signs at most bus stops, on the Big Blue Bus and city Web sites.

While I regret every accident that occurs on board a Big Blue Bus, I believe that the majority of our customers find our service to be of highest quality. With studies showing that we have a 98 percent customer satisfaction rating, I feel confident that our passengers experience our dedication to safety and customer service on a daily basis.

*Originally published in the Santa Monica Daily Press print edition on September 25, 2006.* [Read the original PDF.](https://s3.us-east-1.amazonaws.com/smdp%5Fbackissues/092506.pdf?ref=smdp.com)