GOP Lawmakers Survey NJ Transit Riders, Here are the Results

August 27, 2024

NJ GOP Assembly

A business card with a QR code has been leading NJ Transit commuters this summer to a survey spearheaded by Monmouth County Republicans Assemblywoman Victoria Flynn and Assemblyman Gerry Scharfenberger. They say it is giving everyday riders a voice and providing important feedback, which could be more impactful than Gov. Phil Murphy’s fare holiday.  

“Our survey data clearly shows that New Jersey’s commuters are struggling with a transit system that is increasingly unreliable and unresponsive. Rather than offering a one-week fare holiday, the customers need a detailed and actionable plan to address the persistent issues with service and communication,” Flynn said.

The legislators and their district office interns spoke to people at local NJ Transit train stations, including Aberdeen, Hazlet, Little Silver and Middletown, and engaged social media followers to solicit 113 unique responses to the online survey since July. Here are some of the results:

  • 95.6% of respondents commute daily using NJ Transit. 
  • 71.7% use the NJ Transit daily pass.
  • 64.6% are now more likely to seek alternative transportation methods.
  • 73.5% would not recommend NJ Transit to others.
  • More than 20% have filed a complaint with NJ Transit that has yet to be remedied.
  • 31.3% experience service disruptions between five and 10 times a month and 7% are delayed 20 or more times a month. 
  • Over 30% of riders’ jobs have been adversely impacted by NJ Transit operations. 

“If any other business had as many negative reviews as we have received through our survey, it would be out of business. Commuters have been subjected to consistent delays, poor service, and a recent fare increase that only exacerbates their hardships. The fare holiday is a mere Band-Aid that fails to tackle the deep-rooted issues within NJ Transit,” Scharfenberger said. 

Before commuters submitted their responses to the survey, they were asked to share their experiences and observations. Here’s what they said:

  • “The level of quality service has deteriorated with zero emphasis on real-time communication. We need responsiveness to understand what is going on and how long delays will affect us.” — Middletown resident
  • “NJ Transit is horrible. They raised their prices for even worse service. There are more delays and cancellations than the train is on time. Compared to the trains in Europe, this is laughable and disgraceful.” — Atlantic Highlands resident
  • “I admit I am baffled and irritated with the constant excuses and deflection. Commuters rely on the public transportation system for their livelihood.” — Rumson resident
  • “The rate hike during a time when service is least reliable is the most disrespectful thing I’ve experienced as a New Jersey resident. What has been done regarding pricing and service feels utterly unfair and unjust.” — Middletown resident
  • “NJ Transit has been pretty tough to work with lately. They raised ticket prices and got rid of the flex pass that used to give a pretty good discount for bulk purchasing of tickets. On top of raising prices, it’s been very delayed lately and my commute time is fairly unpredictable or just late.” — Holmdel resident
  • “It is ridiculous with all the service issues that they would eliminate the flex pass. It has increased my commute by $10 per day.” — Aberdeen resident
  • “The rate has gone higher and the service is worse! Terrible!” — Union Beach resident

In a letter to NJ Transit’s President and CEO Kevin Corbett, Flynn and Scharfenberger summarized the survey’s findings and called for an immediate, in-depth investigation into the agency’s operational failures. They also urged leaders to implement corrective and customer-focused measures to improve quality and reliability. 

“Our constituents deserve more than temporary fixes—they need meaningful, long-term solutions,” Scharfenberger said. “I hope the administration takes the feedback seriously and makes real changes the people want to see.”

The fare holiday is expected to cost NJ Transit $19 million and comes after the agency hiked fares by 15% on July 1. 

“How is there suddenly an extra $19 million in the budget? This is one of the reasons why we need an investigation. If there is extra money, it should be used to fix the significant problems at NJ Transit or given back to the taxpayers,” Flynn said. “The governor’s fare holiday is a short-sighted attempt to distract from the fundamental problems plaguing NJ Transit.”