Rerouting Houston Buses

Metro Gathers Feedback From Riders On Its New Bus Network

Transit officials are hearing both complaints and compliments as riders try the system for the first time.

Photo of Metro employees were on hand
Metro employees were on hand at the Texas Medical Center to answer questions about the new bus system.

Metro’s customer service representatives have been out in force, armed with big colorful maps showing Houston’s new bus network. They’ve been answering lots of questions at the busy Texas Medical Center transit hub.  Stephanie Lewis arrived on a bus from Missouri City, on the way to her job at Baylor College of Medicine. She says some of her co-workers ride even longer routes, but she hopes they’ll see a big improvement. “Because there will be some buses coming directly into the Medical Center, where before they probably had three or four legs to their route,” says Lewis. Metro rolled out its new bus routes early Sunday, and CEO Tom Lambert calls it a learning process. He says one thing they’re focused on right now is making sure people can get through on their telephone helpline. “We’re taking a little time, a longer time, making sure we’re walking people through, so we have seen some hiccups on the calls coming in there,” says Lambert. “But we think as that progresses, we’re going to see better calls and better information, and people not needing as much detail.” click here for more from this seriesTransit officials say the goal of the new bus network is to boost ridership. They hope to do that with more direct routes and more frequent service. Metro is also offering free rides through Saturday.

Photo of Metro employees help guide riders
Metro employees help guide riders through the new bus network.

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Gail Delaughter

Gail Delaughter

Transportation Reporter

From early-morning interviews with commuters to walks through muddy construction sites, Gail covers all aspects of getting around Houston. That includes walking, driving, cycling, taking the bus, and occasionally flying. Before she became transportation reporter in 2011, Gail hosted weekend programs for Houston Public Media. She's also covered courts in...

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