City of Fresno Department of
Transportation/Fresno Area Express
Title VI Fare Equity Analysis:
New Fare Structure
Original: August 2021
Updated: June 2022
Prepared By:
1 Overview
In compliance with Title VI of the Civil Rights Act of 1964, the Federal Transit Administration (FTA) requires all transit agencies that receive federal funding to monitor the performance of their systems, ensuring services are made available and/or distributed equitably. On e component of ensuring compliance is performing an equity analysis for all fare changes and any major service changes to determine its impact on minority (race, color, or national origin) and low-income populations.
Fresno Area Express (FAX) is the primary fixed -route transit operator in Fresno and is operated and administered by the City of Fresno, California. FAX has proposed a fare change, reducing the cost of a base fare from $1.25 to $1.00. Passes and Reduced Fares are also proposed to be reduced by a similar amount on both fixed route service and Handy Ride, FAX’s paratransit service . FAX is also considering removing restrictions from its transfer policy.
This Title VI analysis will:
• Evaluate how the proposed fare changes may impact low-income and minority populations, and • Identify strategies to avoid, minimize, or mitigate any disproportionate burdens, disparate impacts, or any potentially negative outcomes.
Relevant Policies
This fare equity analysis was completed in accordance with FTA regulations outlined in FTA Circular 4702.1B, “Title VI Requirements and Guidelines for Federal Transit Administration Recipients.” The circular requires this analysis to ensure or minimize any disparate impact on minority populations or disproportionate burden on low-income populations.
Disparate Impact Definition
Refers to a facially neutral policy or practice that disproportionately affects members of a group identified by race, color, or national origin, where the recipient’s policy or practice lacks a substantial legitimate justification and where there exists one or more alternatives that would serve the same legitimate objectives but with less disproportionate effect on the basis of race, color, or national origin. (FTA C 4702.1B, Chap. I-2)
Disproportionate Burden Definition
Refers to a neutral policy or practice that disproportionately affects low-income populations more than non-low-income populations. A finding of disproportionate burden requires the recipient to evaluate alternatives and mitigate burdens where practicable. (FTA C 4702.1B, Chap. I-2) The circular requires that there be a fare equity analysis completed for any change in fares or in fare media. Each transit agency is responsible for establishing what differential is considered a disparate impact or disproportionate burden.
Disparate Impact Policy
2 A disparate impact exists if a major service change, fare change, or fare media change requires a minority population to bear adverse effects by 20 percent or more than the adverse effects borne by the general population in the affected area.
Disproportionate Burden Policy
A disproportionate burden exists if a major service change, fare change, or fare media change requires a low-income population to bear adverse effects by 20 percent or more than the adverse effects borne by the general population in the affected area.
FAX’s Title VI Program was adopted in 2019. FAX has also recently completed three other Title VI analyses, one for the Faster FAX network in 2016, one for a p roposed smart card in 2018, and one for a series of service changes in 2020. This Title VI analysis will apply Title VI policies in a manner consistent with these earlier analyses.
Existing Conditions
Due to the COVID-19 pandemic FAX temporarily suspended the collection of fares for six months between March 1 and August 31, 2021. The fare structure prior to the suspension in fares is detailed in Table 1.
Table 1: Existing Fare Structure
Fare Price
Fixed-Route Buses
Base Fare $1.25
Reduced Fare* $0.60
Children Under 6 Free
10 Ride Card $11.25
10 Ride Card - Reduced Fare* $6.00
31-Day Pass $48.00
31-Day Pass - Reduced Fare * $24.00
Transfers Free**
Handy Ride
Base Fare (single ride) $1.50
Monthly Pass $48.00
* Reduced fare is available to seniors 65 and older with a valid ID, Medicare cardholders, and persons with disabilities with a valid ID.
** Transfers must be requested at time of purchase, permit up to 2 transfers, and are valid for 90 minutes.
Base Fares and Reduced Fares can be paid on the bus in cash or bought in advance as 1 Ride Cards for the same price. Up to two free transfers are included with a single paid fare (on any fare media), allowing passengers to utilize up to three buses/routes to complete their one-way trip. Transfers can only be made where routes intersect and are not valid for layovers or return trips. Transfers should be requested at the time of boarding and are valid for 90 minutes from the time issued.
Proposed Changes
FAX is proposing to reduce fares across all fare types. The proposed fare structure is detailed in Table 2. 3 Table 2: Proposed Fare Structure
Fare Price Percent
Change
Fixed-Route Buses
Base Fare $1.00 -20%
Reduced Fare* $0.50 -17%
Children Under 6 Free 0%
Children 7-12 Free -100%
Military and Veterans, with valid ID Free -100%
10 Ride Card $9.00 -20%
10 Ride Card - Reduced Fare* $4.50 -25%
31-Day Pass $36.00 -25%
31-Day Pass - Reduced Fare* $18.00 -25%
Transfers Free** 0%
Handy Ride
Base Fare (single ride) $1.25 -17%
Monthly Pass $36.00 -25%
* Reduced fare is available to seniors 65 and older with a valid ID, Medicare cardholders, and persons with disabilities with a valid ID.
** Transfers must be requested at time of purchase, and permit unlimited transfers for up to 90 minutes.
The proposed f are changes bring base and reduced fares better in line, so that all reduced fare prices, regardless of pass type, is half the cost of the equivalent base fare, and establish new categories for free rides, including for children between 7 and 12 years old and for veterans and active members of the military. In order to ride free, veterans and active members of the military must show the driver an Active Military ID or Veteran ID prior to boarding the bus.
Fare Equity Analysis
At its core, a fare equity analysis demonstrates that a transit agency has considered the consequences of a proposed policy that is facially neutral but may result in a disparate impact on minority riders or a disproportionate burden for low-income riders. The FTA’s recommended methodology for performing a fare equity analysis begins with determining the number and percent of users of each fare type and evaluating the differences between minority users and non-minority users and low-income and non-low- income users. Next, the a nalysis should evaluate the impacts of the proposed changes to determine if there is a disparate impact or disproportionate burden. Finally, alternatives must be evaluated, and mitigation strategies offered to prevent or mitigate any potential burden.
Whereas either population (from the U.S. Census) or ridership data can be used for a service equity analysis, the FTA recommends using ridership survey data whenever possible for fare equity analyses. The customer survey data helps an agency determine if mino rity and/or low -income riders are disproportionately more likely to be burdened by changes in fares.
FAX is proposing to reduce fares. This may not seem like an obvious equity concern, and across-the-board fare reductions do benefit all riders. However, a fare equity analysis is necessary to ensure the benefits of the fare reduction are not going disproportionally to non-minority and non-low-income communities. 4 Fixed Route
The following questions from the 2018 Customer Satisfaction Survey were analyzed for the fixed route fare equity analysis:
• Fare Type: How do you normally pay your fare? (1) Cash, (2) 1-Ride Card Regular, (3) 1-Ride Card Reduced, (4) 10-Ride Card Regular, (5) 10-Ride Card Reduced, (6) 31-Day Pass Regular, (7) 31-Day Pass Reduced, (8) Other, please specify.
• Demographics, Ethnicity: Which of the following most closely describes your ethnic background? (1) Hispanic, (2) White/Caucasian, (3) African American/Black, (4) Asian/Southeast Asian - please specify national origin or Asian ethnic group, (5) American Indian, (6) Pacific Islander, (7) M iddle Easterner, (8) other/please specify.
• Demographics, Household Size : Including yourself, how many people live in your household? (Blank space for entering a number.)
• Demographics, Income: Which of the following categories best describes your total hous ehold income in 2013, before taxes? (1) less than $10,000 per year, (2) $10,000 to $19,999, (3) $20,000 to $29,999, (4) $30,000 to $39,999, (5) $40,000 to $49,999, (6) $50,000 to $74,999, (7) $75,000 to $99,999 per year, (8) $100,000 or more per year.
All respondents who indicated a race/ethnicity other than Non -Hispanic White/Caucasian were considered a minority for purposes of this analysis. If a respondent indicated more than one race/ethnicity, they were considered a minority. Furthermore, if a respond ent indicated “other,” they were considered a minority. Records where the respondent did not answer the race/ethnicity question were excluded from the disparate impact analysis, as their minority status could not be determined. 1 FAX’s definition of low-income is any person whose median household income is at or below 150 percent of the federal poverty line. The federal poverty guidelines issued by the U.S. Department of Health and Human Services were used as the basis for determining low -income status. See Table 3. Utilizing the survey questions related to household income and number of persons per household, each survey respondent was coded as low-income (below 150 percent of the poverty line) or non-low-income (above 150 percent of the poverty line) according to Table 4, below. For ranges where a significant portion of the range fell below 150 percent poverty line, the entire range was classified as low- income/”below” to ensure no low-income individuals were mistakenly classified as non -low-income. Households with 13 or more members making more than $100,000 were considered low-income for the same reason.
1 If these respondents did not answer the race/ethnicity question but did answer the questions related to household size and income, they were still included in the disproportionate burden analysis. The FTA directs recipients to analyze disparate impact and disproportionate burden separately. 5 Table 3: 2018 Poverty Guidelines for the 48 Contiguous States and D.C.
Persons in
Family/Household
Poverty
Guideline
150 Percent of
Poverty Guideline
1 $12,140 $18,210
2 $16,460 $24,690
3 $20,780 $31,170
4 $25,100 $37,650
5 $29,420 $44,130
6 $33,740 $50,610
7 $38,060 $57,090
8 $42,380 $63,570
9 $46,700 $70,050
10 $51,020 $76,530
11 $55,340 $83,010
12 $59,660 $89,480
Table 4: Low-Income Status by 2018 FAX Customer Satisfaction Survey Categories (Below or Above 150 Percent of Federal Poverty Guideline)
Reported Annual Household Income in 2018
Persons in
Household
Less than
$10,000
$10,000 -
$19,999
$20,000 -
$29,999
$30,000 -
$39,999
$40,000 -
$49,999
$50,000 -
$74,999
$75,000 -
$99,999
$100,000
or More
1 Below Below Above Above Above Above Above Above
2 Below Below Below Above Above Above Above Above
3 Below Below Below Above Above Above Above Above
4 Below Below Below Below Above Above Above Above
5 Below Below Below Below Below Above Above Above
6 Below Below Below Below Below Above Above Above
7 Below Below Below Below Below Below Above Above
8 Below Below Below Below Below Below Above Above
9 Below Below Below Below Below Below Above Above
10 Below Below Below Below Below Below Above Above
11 Below Below Below Below Below Below Below Above
12 Below Below Below Below Below Below Below Above
13+ Below Below Below Below Below Below Below Below2
The breakdown of fare type by minority and non-minority populations are in Table 5.
2 Only one survey record fell in this category. Even if the household has an income over 150 percent of the poverty line, since the exact income is not known, the person was categorized as low-income to ensure no low- income respondents were not counted.
6 Table 5: Breakdown of Fare Type by Minority/Non-Minority Fare Percent
Minority
Percent
Non-
Minority
Minority
Burden
Cash 82% 18% 0%
1-Ride Card Regular 85% 15% 3%
1-Ride Card Reduced 75% 25% -7%
10-Ride Card Regular 78% 23% -4%
10-Ride Card Reduced 86% 14% 4%
31-Day Pass Regular 81% 19% -1%
31-Day Pass Reduced 71% 29% -11%
Other 85% 15% 3%
All Riders 82% 18%
The breakdown of fare type by low-income and non-low-income populations are in Table 6.
Table 6: Breakdown of Fare Type by Low-Income/Non-Low-Income Fare Percent
Low-Income
Percent
Non-Low-
Income
Low-Income
Burden
Cash 88% 12% 0%
1-Ride Card Regular 90% 10% 2%
1-Ride Card Reduced 94% 6% 6%
10-Ride Card Regular 87% 13% -1%
10-Ride Card Reduced 95% 5% 7%
31-Day Pass Regular 89% 11% 1%
31-Day Pass Reduced 89% 11% 1%
Other 86% 14% -2%
All Riders 88% 12%
Across all fare types, the minority burden and low -income burden are below 20 percent, meaning the fare equity changes does not meet the disparate impact or disproportionate burden thresholds set by FAX. Additionally, the proposed fare changes are all relatively similar, ranging between 17 and 25 percent decreases. The difference between the largest and smallest fare change is 8 pe rcent, considerably less than the 20 percent threshold.
The expansion of free fares to children between 7 and 12 and to veterans and active members of the military is a 100 percent fare decrease, which could potentially result in a disparate impact or disproportionate burden.
Children: The expansion of the free fares for children is not a Title VI issue , as they can be assumed to follow the same demographic patterns as riders as a whole.
Veterans: The expansion of free fares to veterans and active-duty military is also not a Title VI issue; per correspondence with the FTA, equity analyses are not required for veterans and active duty -military.
Demographic data for veterans from the US Census and the 2022 On -Board Survey is included here for monitoring purposes. In the City of Fresno, 54.4 percent of veterans are non-minority, versus 31.9 percent of all city residents. 11.2 percent of veterans fall below the federal poverty line, compared to 22.5 percent of all city residents.
7 In the Spring of 2022, FAX conducted a survey of riders that included a question on veteran and military status. The findings from that survey reflect the findings from the analysis of demographic data. Veterans that use FAX are much less likely to be a minority; 42.5 percent of veteran riders are non -minority, compared to 25.4 percent of non-veteran riders. There is a similar disparity in income, with 54.5 percent of veteran riders above 150 percent of federal poverty guidelines, compared to just 20.9 percent of riders as a whole.
Tr ansfers : Regarding the potential transfer policy change, FAX is considering simplifying its transfer policy by removing the limit of the number of buses a rider can transfer to, as well as the ability to back ride or continue traveling on the same route, and instead, allowing unlimited transfers within 90 minutes. Under both the current policy and the proposed policy, transfers will remain free and must be requested when the rider purchases a ticket. Transfers also must be made within 90 minutes.
As both the current and proposed policy have a 90-minute time limit, all trips currently made using a single fare will still be able be made under a single fare. In addition, riders will be able to use a single fare for return trips on the same route made within the 90 -minute time limit. This will benefit all riders making shorter trips . The proposed transfer policy change will also not result in a disparate impact or disproportionate burden, as it benefits all riders.
In summary, the fare changes for the fixed route services do not result in a disparate impact or disproportionate burden, and mitigation measures do not need to be considered for these changes.
Handy Ride
The data for Handy Ride is less comprehensive than the data for fixed route service. Alt hough there was a customer satisfaction survey conducted in 2018, there is not enough data to properly divide respondents into low-income and non-low income groups, due to inexact household sizes and a limited number of income brackets. Nonetheless, there are some conclusions that can be drawn from looking at the demographic data collected as part of the survey. The following questions from the 2018 Customer Satisfaction Survey were analyzed for the Handy Ride fare equity analysis:
• Demographics, Ethnicity: Which of the following most closely describes your ethnic background? (1) Hispanic, (2) White/Caucasian, (3) African American/Black, (4) Asian/Southeast Asian - please specify national origin or Asian ethnic group, (5) American Indian, (6) Pacific Islander, (7) Middle Easterner, (8) other/please specify.
• Demographics, Household Size : Including yourself, how many people live in your household? (Blank space for entering a number.)
• Demographics, Income: Which of the following categories best describes your total household income in 2013, before taxes? (1) less than $10,000 per year, (2) $10,000 to $19,999, (3) $20,000 to $29,999, (4) $30,000 to $39,999, (5) $40,000 to $49,999, (6) $50,000 or more. 61 percent of Handy Ride customers are a minority, compared to 82 percent of fixed route riders. This is greater than a 20 percent difference, and means that there could potentially be a disparate impact.
However, the Handy Ride fare reductions are in line with the fare reductions on the fixed route service, at 17 percent for a basic fare and 25 percent for a 31-day pass. As a result, there is no disparate impact because the cost burden on Handy Ride customers is similar to fixed-route customers.
Although the data limitations prevent an accurate breakdown of low-income and non-low-income Handy Ride customers, there is enough information to compare Handy Ride service to fixed route service. 70 percent of Handy Ride customers have a household income of $19,999 or below, which is classified as 8 low-income regardless of household size. Although the percentage of low -income Handy Ride users is likely much greater, the difference between 70 percent and the 82 percent of fixed route riders, meaning there is not a disproportionate burden. Regardless, there is no disproportionate burden as the Handy Ride fare reductions are in line with fixed route service.
Public Participation and Outreach
FAX conducted public outreach throughout the month of August 2021 to inform riders of the proposed fare changes and solicit feedback. A virtual workshop was held on August 25th at 5 pm. on the Fresno FAX Facebook and YouTube pages. In addition, FAX held 14 pop-up events at the highest ridership stops in the FAX system in order to reach the greatest number of people. The 14 pop-ups were scheduled at different days and times, and include:
Friday, August 13, 2021
• Inspiration Park: 10:30 a.m. to 12 noon,
served by Route 12
• Riverside-El Paseo: 1 to 2:30 p.m., served by
Routes 3 and 20
• Brawley-Walmart: 2:30 to 4 p.m., served by
Routes 9, 12, and 20
Monday, August 16, 2021
• Walnut-California: 2 to 3:30 p.m., served by
Route 38
Tuesday, August 17, 2021
• Cedar-Ventura BRT Station: 9 to 11 a.m.,
served by Routes 1 and 38
• Weldon-Blackstone BRT Station: 1 – 2:30 p.m., served by Routes 1 and 20 Thursday, August 19, 2021
• Cedar-Shaw: 12 noon to 1:30 p.m., served by Routes 9 and 38 Monday, August 23, 2021
• Manchester Transit Center: 10 a.m. to 12 noon, served by Routes 1, 28, 41 Tuesday, August 24, 2021
• A & B Shelters at Courthouse Park & Van Ness BRT Station: 9 to 11 a.m., served by Routes 1, 22, 26, 28, 32, and 34
• El Paso-Blackstone BRT Station: 12:30 to 2 p.m., served by Routes 1, 26, 32, 38, and 58 Wednesday, August 25, 2021
• Shaw-Blackstone BRT Station: 10 a.m. – 12 noon, served by Routes 1 and 9 Thursday, August 26, 2021
• L Shelter at Courthouse Park: 9 to 11 a.m., served by Routes 22, 26, 32, 34, and 38 Figure 1 - FAX Pop - Up Event
9 Monday, August 30, 2021
• Clovis-Kings Canyon BRT Station: 8:30 to 10 a.m., served by Routes 1 and 22 • Chestnut-Kings Canyon BRT Station: 10:30 a.m. to 12 noon, served by Routes 1 and 41
Both the virtual workshop and series of pop-up events were held in both English and Spanish, and a sign- language interpreter provided interpretation at the virtual workshop.
In addition to the workshop and pop-up events, FAX undertook an extensive advertising effort in English and Spanish to inform riders about the fare changes as well as info rm them about the workshop and events. This advertising effort included distribution of flyers, audio and visual announcements onboard buses, decals on fareboxes and on FAX’s schedul e guide, newspaper advertisements, information at bus rapid transit stops, information at transit center kiosks, social media posts, the FAX newsletter, and information on the FAX webpage. FAX provided opportunities for input by providing comment cards and pencils at the pop-up events and by promoting the [email protected] e-mail address, in addition to the regular FAX phone number (559 -621-RIDE) and fillable PDF compliment and complaint forms on the “Contact Us” page of the FAX web site ( www.fresno.gov/fax). FAX’s detailed marketing campaign is included in Appendix A.
Comments collected from riders and the general public on the proposed fare changes are included in Appendix B. In conversation with FAX staff, riders expressed appreciation for the six months of free fares and understood why fares needed to be reinstated. The lower fares, and the decreased prices for 10-day and 31-day passes were popular, with the free fares for active military members and veterans especially popular. Comments received via comment cards were very similar, expressing support for the lower fares.
In addition to comments on the fare changes, riders also expressed appreciation for FAX service more broadly, and for FAX staff for providing information on the fare changes in both English and Spanish.
Conclusion and Mitigation Measures
FAX has proposed reducing fares by 17 to 25 percent across all fare types on both fixed route and Handy Ride services, as well as expanding free fares to children under 12 and to active military members and veterans. Due to the consistency of fare reductions across all fare types and due to the relatively similar rates at which low-income and non-low-income and minority and non-minority individuals use different fare types, no disparate impact or disproportionate burden was found on fixed route service due to the fare reduction. There was also no disparate impact or disproportionate burden found for Handy Ride services, for similar reasons. Proposed changes to the transfer policy were also found not to have a disparate impact or disproportionate burden, as no existing trips will cost extra, and all riders will benefit from the less restrictive transfer rules. Extending free fares to children under 12 and to veterans and active-duty military members is not considered a Title VI issue, and as such, mitigation measures do not need to be considered. Nonetheless, FAX should continue to conduct outreach to minority and low - income riders to ensure that minority and low-income know that these programs are available to them. i
Appendix A: Informational and Outreach Materials
Flyers in English and Spanish posted onto the FAX web site home page informing passengers of new fares and promoting the virtual workshop and the pop-up events:
ii
Additional flyers in English and Spanish posted onto the FAX web site home page:
Clicking on the flyers led to the following information on the Plans, Reports, & Notices page:
iii
Advertisement run in The Advocate Newspaper on July 30, 2021:
iv
Advertisement run in “La Vida en el Valle” Newspaper on August 4, 2021:
v
Flyers in English and Spanish distributed at the 14 Pop-Up Events at Heavily Used Transit Stops:
vi
Flyers with New Fare rates in English and Spanish distributed at the 14 Pop- Up Events at Heavily Used Transit Stops, posted onto the FAX web site, and posted onto the buses:
Comment Cards provided at Pop-Up Events:
vii
Banner hung at Manchester Transit Center:
Placard posted on all buses informing transit riders of rate reinstatement in English and Spanish:
viii
BRT Poster Patch in English and Spanish added to system map stanchions at all BRT stations:
Text of Bus Audio Announcements played in buses in English and Spanish; played from 8/1/21 to 9/18/21:
English: Starting September 1, 2021, FAX will reinstate fares. For details, visit fresno.gov/lower-fares.
Spanish: A partir del 1 de septiembre de 2021, FAX restablecerá las tarifas. Para obtener más detalles, visite fresno.gov/lower-fares.
Flyer posted onto Handy Ride vehicles in English and Spanish:
ix
Kiosk insert placed at Manchester Transit Center kiosk in English and Spanish:
x
Kiosk insert placed at A, B, and L Shelters at Courthouse Park in Downtown Fresno in English and Spanish:
xi
July 2021 – “What’s New At FAX” newsletter announcing Fare Reinstatement and Title VI Outreach in English:
Posted on the FAX website in English and Spanish and sent to subscribers of the FAX email newsletter containing 322 subscribers.
xii
July 2021 – “What’s New At FAX” newsletter announcing Fare Reinstatement and Title VI Outreach in Spanish:
Posted on the FAX website in English and Spanish and sent to subscribers of the FAX email newsletter containing 322 subscribers.
xiii
August 2021 – “What’s New At FAX” newsletter announcing Fare Reinstatement and Title VI Outreach in English:
xiv
August 2021 – “What’s New At FAX” newsletter announcing Fare Reinstatement and Title VI Outreach in Spanish:
xv
Advertisement run in The Advocate Newspaper on August 27, 2021:
xvi
Advertisement run in “La Vida en el Valle” Newspaper on August 25, 2021:
xvii
Targeted E-mail:
A special message was sent on August 12, 2021, to FAX newsletter subscribers announcing the rate restructuring and the Title VI Outreach. There are 322 names contained on the email list.
xviii
Virtual public meeting broadcast on Facebook and YouTube live on August 25, 2021 at 5 p.m. Recording available for viewing at www.facebook.com/FresnoFAX/. Script used for the virtual meeting is below.
xix
Poster Board for Bus Drivers:
xx
Driver’s Alert Bulletin issued to every FAX bus driver:
xxi
Fares and Passes Web Page Updates:
xxii
Decals installed onto Fareboxes on August 30, 2021:
xxiii
Updated Schedule Guides posted onto FAX Web site in English and Spanish:
Decals placed onto Schedule Guide Covers:
xxiv
Multiple Social Media posts throughout Pop-up Campaign advertising Pop-Up events in real time:
xxv
Appendix B
Summary of Feedback Received at the “New Fare Structure” Pop-Up Tents August 13 through August 30, 2021
General feedback received during conversations with passengers:
• Appreciation for the 6 months of free fares
• General understanding of and acceptance toward the reinstatement of fares (only two people stated that FAX should keep free fares)
• Appreciation and excitement for the lower fares and added discounts for the 10-day and 31-day passes • Excitement about the free rides for military/veterans • Appreciation for FAX staff conducting outreach on the extremely hot days • Interest in learning about the recent service changes • Excitement and appreciation for the recent service changes, especially along Route 3 providing access to the medical facilities along Herndon
• Interest in learning more about the network (showing the need for more educational efforts) • Appreciation for the promotional items (in particular, the FAX pens and the ID holders) • Appreciation for being able to communicate in Spanish with Spanish-speaking staff • Interest in hearing from FAX staff directly; learning and clarification opportunities • From multiple passengers: Suggestion to add phone charging ports onto the buses.
Comments submitted via Comment Cards in writing:
English:
• Petra Yáñez: Very respectful & compassionate drivers. Handy Ride is also exceptional as drivers safe & caring & respectful!
• Vantaza Dennis: Love FAX. Safe, clean, no smoke.
• Lois Ryan: Thank you for the free rides, great service, drivers are polite and considerate. Bus routes gets me to where I need to go.
• Richie Venegas: I like how the bus is going to be $1 it’s awesome & I love how veterans can ride for free. • Eliacar Alex Valladares: Doing good lowering prices.
• Shanon Lee: I like riding FAX to get to where you going. I remember that the bus was 75 cents back in the day. • Sara: Bus 22 route needs better safer stop between Millbrook & Cedar or 8/9th street. • Tuong (Vietnamese): Sometimes drivers do not stop.
• Alesha Sanchez: Does an outstanding job every day.
• Sharron Young: West side, new benches new love, don’t be so intrusive on west with 28 bus. Dollar Tree on the west side. Pay it Forward. Thank you for free fare. Free vet. • Peter Tan: Bus 22 seem to be skip one bus a lot of times. • Linda: FAX workers they’re great, very nice. Very organized, knowledgeable. • Connie: FAX staff awesome. Well-informed. Very nice people. • Gloria: FAX workers are great. Very knowledgeable. Informed me very well. • Anonymous: FAX staff really helpful on answering questions. Also very friendly.
xxvi
Spanish:
• Aurelia Ramirez: Tienen un excelente servicio yo siempre viajo en FAX. Estoy contenta con su servicio y sus amables conductores. (They have excellent service I always travel with FAX. I am happy with their service and their friendly drivers.)
• Lucilia Rubio: Gracias por su ayuda e información con nuevos precios y rutas de transporte. Me fue de mucha utilidad. Gracias. (Thank you for your help and information with new prices and routes. It was very useful to me.
Thank you.)
• Fatima: Me gustó mucho la información que recibí hoy con lo del FAX. Estoy alegre, gracias. Dios les bendiga. (I really liked the information I received today with everything having to do with FAX. I am happy, thank you. God bless you.)
• Eila Santingo: Es una buena ayuda gracias. (It's a good help thank you.)