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Kudos II - MTA Bridges and Tunnels

Back on May 20, 2009 I posted an open letter to the relevant authorities of New York about an unpleasant encounter with one of their toll booth agents. The hard copy was finally dispatched on August 16th. On 9/19/2009 I received a response indicating that my comments had been forwarded to the correct department for review. Today, the matter has been resolved. Brilliantly.

I received a letter from a Mr. Frank Pascual, director of the Special Projects Unit for the MTA Bridges and Tunnels Special Operations Division. His letter was forthright and professional, addressed my concerns instead of blowing them off, and assured me that steps had been taken to provide their personnel with additional training. You can't ask for better than that.

I was especially gratified to learn that:


  1. Paying a toll for those behind is a common occurrence, in such events as weddings, funerals, etc. They do have a policy about accepting things to pass out, which I mentioned in my earlier post would not have been surprising, and I understand their policy completely. Despite this, I was given to understand that the agent handled the situation poorly, which was my feeling in the first place.
  2. The officer involved made a bad judgment call about my automotive signage, ostensibly assuming that my car was illegally operating as a commercial vehicle - which are prohibited on the parkway.


The letter ended with a sincere apology and an expression that such incidents are not the standard that they expect from their personnel.

That is the New York that I grew up in, and that I still cherish - rough and gritty in spots, but with a good heart.

Abundant kudos to Mr. Pascual and his department - he'll also get a hard copy of this, or a reasonable facsimile, expressing my gratitude.


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Comments

bayliss
Nov. 10th, 2009 07:16 pm (UTC)
YAYS!

I went back and looked for the link to your "random acts of brightness" Cards, But unfortunately the link no longer is there. :(

we had a "Pay it forward" happen the other day at work and it was very cool. Somebody paid for somebdy elses grocries. I love seeing that happen.
ccdesan
Nov. 10th, 2009 07:32 pm (UTC)
http://randomactsofbrightness.com/



I love seeing things like that happen as well...
bayliss
Nov. 10th, 2009 08:15 pm (UTC)
thanks for the link.
I've bookmarked it.

I've actually helped a few people out in my line. One didn't have enough change to pay for her whole purchase and I paid the rest of it with some change I had in my pocket. I did tell her to "pay it forward".

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