Bus riders are saying a recent report from the Memphis Area Transit Authority (MATA) reads like a “fairytale” as it fails to reflect the reality of public transit users and workers.
The comments come in the aftermath of the release of the agency’s report “MATA Rebuilding Transit For Memphis.”
The four-page fact sheet touts “meaningful progress” the agency has made in the progress of restructuring and finalizing the agency. Highlights include the procurement of $30 million in federal grants, 12 new fixed-route buses for the summer, and a reported 71 percent peak on-time performance.
MATA said since implementing the trusteeship of Rodrick Holmes they have paid more than $12 million in maintenance, insurance, and technology. They have also “successfully reconciled” five state grants, which totaled “approximately $2 million.”
“The work is not finished,” the report said. “The agency continues to face significant challenges, including an aging fleet, reliability concerns, and years of deferred investment.”
Officials said their data reflects “measurable progress” and their commitment to restoring trust and accountability.
Though MATA boasted of their reported growth with room for improvement, bus riders and advocacy groups claim the report was written to make the agency look good.
“[B]us riders are losing jobs, family time, doctor’s appointments, school/college time as a result of poor bus service,” a letter from Citizens for Better Service and the Memphis Bus Riders Union said.
“If everything in this report were true, bus riders would not be experiencing unearned pains and sufferings as a result of poor bus and customer service.”
The letter, sent to Rae Lyn Hartley, public affairs officer at MATA, said public trust could not be gained by results, but rebuilt through “transparency, empathy, delivering reliable service, and sharing truthful information.”
Transit advocates detailed accounts from riders facing no-show buses, and neglected bus terminals.
“MATA need[s] to spend time being truthful and as good citizens of Memphis and Shelby County, not writing a good fairytale,” the letter said.
Riders shared similar sentiments during Tuesday’s Memphis City Council meeting as the council considered a resolution to allocate a minimum of $10 million from auto registration fee revenue to public transportation.
“We deserve a MATA administration that will tell us the hard truths about the service that we use everyday to get to work, school, [and] all of the wonderful social activities that make Memphis, Memphis,” Allison Donald said.
Donald said riders rely on “sparse communication” from the agency and asked the City Council to hold MATA accountable for serving the city.
“We’re asking that you hold transit committee meetings so you can ask the hard questions that so many Memphians deserve truthful answers to,” Donald said.
Kelsey Huse, local transit advocate and urbanist, condemned the council for supporting the appointment of a trustee and said the decision led to less transparency and accountability.
“Hire a real CEO, reinstate the board, define what stabilization means, and publish progress every month,” Huse said.
