Metrolink admits expanded service off to a 'bumpy start'

Metrolink's much-anticipated service expansion went into effect this week with updated train schedules across the entire passenger rail system. Public reaction to the schedule changes has been mixed, to say the least.

In June, Metrolink announced it would be expanding service by as high as 25% on some routes, including adding 32 weekday trains to its schedule. The expansion also significantly cut down the amount of wait time needed to transfer between Metrolink trains at Los Angeles Union Station, where some trips could involve multihour waits for the next train.

The expanded service is meant to capture more riders who are looking for easy connections to major city centers across Southern California during non-traditional commuter hours.

But for longtime Metrolink riders, commuters who have utilized the service to get them to their in-person jobs for years, the change in schedule, and in some cases the removal of trains, has caused major headaches.

Comments on Twitter, Reddit and emails to KTLA communicate the inconvenience for those riding in the early mornings, particularly having to catch later trains to their destinations due to some being shifted back in the schedule to accommodate the increased number of daytime trips.

Crowded train cars and delays due to conflicting schedules with BNSF freight trains have also been among the bugaboos by Metrolink commuters.

The issues were acknowledged by Metrolink CEO Darren Kittle in a letter to riders that was sent out Friday.

In the letter, Kettle admitted that the roll out of the service changes hadn't gone as smoothly as he had hoped and said he agreed it had "been a bumpy ride."

"Although it will understandably take some time for us all to adapt to the changes, including our maintenance and operations crews, many of our customers have experienced incredible delays and disruptions," Kettle said. "Please know that we hear you, and we are working hard behind the scenes to correct these issues."

He added that Metrolink was working to coordinate better with the freight companies that utilize the same rail corridor and said the operations team is looking for ways to improve performance.

"This isn't just a quick fix—we are putting in the effort to ensure a lasting improvement to the service you depend on," he continued.

Metrolink will also closely monitor trains that are experiencing high demand and crowded cars and will add additional cars as necessary, Kettle said.

Despite complaints by many riders, Kettle said there was plenty to celebrate about the new service changes, including strong ridership on the newly added trains.

On Monday, the first day of the new service alignment, Metrolink recorded 21,125 riders, the highest single-day figure since the COVID-19 pandemic derailed public transit numbers across the state.

The issues presented during the first week of the new service schedule highlight the challenges facing Metrolink as it attempts to shift from a commuter-focused rail service to one that provides options for riders of all walks of life.

In June, when Metrolink announced its ambitious expansion plans, Kettle called it the first step in the system's "transformation."

During the pandemic, Metrolink ridership took a nosedive to about 10% of its previous level. Ridership, for the most part in the years since, hasn't come close to reaching those previous levels.

Kettle said it would be hard to recapture the ridership levels Metrolink experienced before the world came to a standstill in 2020, but he said the dip in users provided a new baseline for the rail service going forward, with the only way to go being up.

As less and less of Metrolink's revenue comes from collecting fares, Kettle is betting that bold moves will propel it into its next stage of usefulness.

While the first step in that transformation didn't go off without a hitch, he said he hopes week one of the new service schedule will be the low point for the system, with the only way to be, again, being up.

"We appreciate your understanding as we work through these growing pains, and we are dedicated to making things right," his letter concluded.