Addressing Difficult Customer Situations (2017)

Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

66 1. Drew, K., “Pierce Transit Cracking Down on Disruptive Behavior on Buses,” Komo News, Sept. 6, 2013 [Online]. Available: http://komonews.com/archive/pierce-transit-cracking-down- on-disruptive-behavior-on-buses. 2. Szpaller, K., “Don’t Be a Stinky Passenger, and Other Rules for Riding Missoula’s Buses,” Missoulian, Jan. 2, 2015 [Online]. Available: http://missoulian.com/news/local/don-t-be-a-stinky- passenger-and-other-rules-for/article_effdd5e8-ac1d-5eb0-92aa-225ddc619ea3.html. 3. Bizjak, T., “Sacramento RT Considers Rules to Limit ‘Noxious Odors,’ Other Objectionable Rider Traits,” Sacramento Bee, Oct. 25, 2015 [Online]. Available: http://www.sacbee.com/news/ local/transportation/article41386842.html. 4. Higgs, L., “NJ Transit Is Recording the Conversations of Thousands of Its Riders,” NJ Advance Media, April 10, 2016 [Online]. Available: http://www.nj.com/traffic/index.ssf/2016/04/nj_ transit_is_recording_the_conversations_of_thousands_of_its_riders.html. 5. Cuff, D., “Bill Would Allow BART to Keep Out Those Who Repeatedly Break the Law,” The Mercury News, Sept. 19, 2011 [Online]. Available: http://www.mercurynews.com/breaking-news/ ci_18929792?nclick_check=1. 6. Cabanatuan, M., “BART Can Begin Banning Unruly Next Week,” The Mercury News, April 29, 2013 [Online]. Available: http://www.sfgate.com/bayarea/article/BART-can-begin-banning-unruly- next-week-4474073.php. 7. Rosenberg, M., “Bathroom Behavior Will Earn You a Ban on BART Starting Next Week,” The Mercury News, April 30, 2013 [Online]. Available: http://www.insidebayarea.com/breaking- news/ci_23133458/bathroom-behavior-bart-will-earn-you-ban-starting. 8. Cribs, J., “Will New MARTA Code Lure You to Public Transit?” Brookhaven Patch, Sept. 10, 2013 [Online]. Available: http://brookhaven.patch.com/groups/politics-and-elections/p/will-new- marta-code-lure-you-to-public-transit. 9. Thomas, T., “New Plan by MARTA Would Stiffen Penalties for Nuisance Riders,” News 95.5, Sept. 5, 2013 [Online]. Available: http://www.wsbradio.com/news/news/local/new-plan-marta- would-stiffen-penalties-nuisance-ri/nZn7n/. 10. Great Britain Department of Transport, Anti-social Behavior on Public Transport: Safety Measures, Oct. 9, 2012 [Online]. Available: https://www.gov.uk/guidance/anti-social-behaviour- on-public-transport-safety-measures. 11. Coxon, S., “Design Strategies for the Amelioration of Anti-social Behavior on Public Transit,” presented at the 29th Conference of Australian Institutes of Transport Research (CAITR), Adelaide, South Australia, Australia, 2007. 12. Redfern, H., “Passenger Etiquette: Taking Rudeness Out of the Ride,” Metro Magazine.com, June 15, 2015 [Online]. Available: http://www.metro-magazine.com/blogpost/411511/passenger- etiquette-taking-rudeness-out-of-the-ride?ref=Transit-Dispatches-NEW-20151214&utm_ campaign=Transit-Dispatches-NEW-20151214&utm_campaign=Transit-Dispatches-NEW- 20151214&utm_source=E-mail&utm_medium=Enewsletter. 13. “New CTA Courtesy Campaign Shames Inconsiderate Rider Behavior,” Metro Magazine, May 27, 2015 [Online]. Available: http://www.metro-magazine.com/management-operations/ news/294342/new-cta-courtesy-campaign-shames-inconsiderate-rider-behavior. 14. Jardin, X., “Hong Kong Anti-litter Campaign Swipes DNA from Trash, Uses it to Create Mugshots of Suspected Litterers,” Boingboing, April 24, 2015 [Online]. Available: http://boingboing.net/ 2015/04/24/hong-kong-anti-litter-campaign.html. 15. “Metro Launches Anti-sexual Harassment Campaign,” WMATA Metro News Release, April 2, 2012 [Online]. Available: http://www.wmata.com/about_metro/news/PressReleaseDetail.cfm? ReleaseID=5190. 16. Rivadeneyra, A., S. Dodero, S. Mehndiratta, B. Alves, and E. Deakin, TRB Monograph— Socioeconomics, Sustainability, Health and Human Factors, Transportation Research Board of the National Academies, Washington, D.C., p. 201, 2015. 17. Moore, S., “Understanding and Managing Anti-social Behavior on Public Transport Through Value Change: The Considerate Traveler Campaign,” Transport Policy, Jan. 2011. RefeRences

67 18. Hetrick, C. and C. Stansbury, “NJ Transit Program Seeks to Keep Homeless Moving,” Press of Atlantic City, Nov, 30, 2015 [Online]. Available: http://www.pressofatlanticcity.com/communities/ atlantic-city_pleasantville_brigantine/nj-transit-program-seeks-to-keep-homeless-moving/article_ a9d3658e-9607-11e5-b3d0-e73490468f33.html. 19. Boyle, D., TCRP Synthesis 121: Transit Agency Practices in Interacting with People Who Are Homeless, Transportation Research Board of the National Academies, Washington, D.C., 2016 [Online]. Available: http://onlinepubs.trb.org/Onlinepubs/tcrp/tcrp_syn_121.pdf. 20. Laughlin, J., “How SEPTA Deals with Disruptive Passengers,” Philly.com, Mar. 8, 2016 [Online]. Available: http://articles.philly.com/2016-03-08/news/71279801_1_septa-police-nestel- media-elwyn-line. 21. Zervakis, P., “Milwaukee County Transit System Drivers Trained to Deal with Unruly Riders,” TMJ4, Mar. 15, 2016 [Online]. Available: http://www.tmj4.com/news/local-news/mcts-drivers- trained-to-deal-with-unruly-riders. 22. Diebert, L. and M. Ness, “Dealing with Difficult Passengers,” Kansas RTAP Fact Sheet No. 1, July 2001, University of Kansas Transportation Center for Rural Transit Providers, Lawrence [Online]. Available: https://www2.ku.edu/~kutc/pdffiles/diffpass.pdf. 23. Sinoski, K., “TransLink Uses ‘Defusers’ to Help Bus Drivers Cope with Tragic Accidents, Assaults,” Vancouver Sun, June 12, 2016 [Online]. Available: http://vancouversun.com/news/ local-news/translink-uses-defusers-to-help-bus-drivers-cope-with-tragic-accidents-assaults. 24. Salomonson, N. and M. Fellesson, “Tricks and Tactics Used Against Troublesome Travelers— Frontline Staff’s Experiences from Swedish Buses and Trains,” Research in Transportation Business and Management, Vol. 10, April 2010, pp. 53–59. 25. Nakanishi, Y., TCRP Synthesis 93: Practices to Protect Bus Operators from Passenger Assaults, Transportation Research Board of the National Academies, Washington, D.C., 2011 [Online]. Available: http://onlinepubs.trb.org/onlinepubs/tcrp/tcrp_syn_93.pdf. 26. Preventing and Mitigating Transit Worker Assaults in the Bus and Rail Transit Industry, Transit Advisory Committee for Safety, Report 14-01, FTA, Washington, D.C., July 6, 2015. 27. WMATA website [Online]. Available: http://www.wmata.com/about_metro/transit_police/. 28. Metcalfe, J., “China Rolls Out the ‘World’s First Driverless Bus,’ ” The Atlantic CitiLab, Oct. 5, 2015 [Online]. Available: http://www.citylab.com/tech/2015/10/china-rolls-out-the- worlds-first-driverless-bus/408826/. 29. Gatopoulos, D., “Greek Town Eyes Mass Transit Future: Driverless Buses,” The Salt Lake Tribune, Aug. 26, 2016 [Online]. Available: http://www.sltrib.com/home/3042721-155/greek- town-eyes-mass-transit-future. 30. Smith, C., “Elon Musk’s Vision of the Tesla Electric Self-driving Bus of the Future Sounds Amazing,” BGR, July 21, 2016 [Online]. Available: http://bgr.com/2016/07/21/tesla-self- driving-bus-features/.