My bus home the other day was 8 minutes early (which is actually before the route was supposed to start several stops earlier), and I was steamed. So I complained on Metro’s website. Kudos to them for this followup:
Thank you for your email concerning the 16F bus arriving early. We realize that our riders depend on our buses’ timely arrival, and we are sorry to learn that you experienced this problem with Metrobus service.
The information you have provided will help us in our investigation. I have sent a copy of your e-mail to the Metrobus division responsible for this route. A supervisor was dispatched to monitor the route, note any discrepancies from the proper schedule, and take appropriate steps to rectify the problem.
We apologize for the inconvenience you have experienced, and we appreciate your continued patience during this monitoring period. We hope your future travel experiences on Metro are positive ones.
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The service will only get better if we weed out the bad drivers and compliment the good ones. Thanks, WMATA, for the followup.