July 23, 2014

To the Editor:

As the operator of the MBTAs commuter rail network for the last 11 years before it was turned
over the Keolis this year, we at Massachusetts Bay Commuter Railroad were surprised and
disappointed to read the July 21 article in BostInno, Keolis to Crack Down on Commuter Rail
Conductors for Not Collecting Tickets. As it has done in previous start-ups, Keolis blames its
predecessor for the problems it has, this time with getting fares collected.

The truth is that MBCR received high marks in its customer service surveys for ticket collection.
We are proud of that record in Boston as well as for our on-time record and our ability to keep
the MBTAs aging fleet available and in service every day.

During the proposal stage, then Keolis - CEO Steve Townsend was quoted by New England
Cable News on May 21, as saying, We dont make excuses about whose fault it is, because the
rider doesnt care whose fault it is.

If Keolis is truly the world-class company they led the Massachusetts Bay Transportation
Authority to believe, then they should focus on delivering on their promises as opposed to
presenting unfounded excuses as to why they cannot.

Sincerely,

Ronald J. Hartman
Director, Massachusetts Bay Commuter Railroad