Light Rail in OKC Metro: Let’s get ‘er done

A DART train in downtown Dallas

Almost a decade ago, my family and I were visiting friends in Irving, Texas, when it was decided that we would all go to downtown Dallas to visit the Sixth Floor Museum.

The most likely route would have taken us on busy, congested freeways into downtown, and then hunt for parking.

So, we found a better alternative.

We took a train into Big D on the Dallas Area Rapid Transit — DART — light rail line. The station was much closer than downtown and offered a large park-and-ride lot.

The Green Line DART train delivered us to the downtown West End Station in a matter of minutes without the frustration and stress of negotiating traffic and looking for parking. Fare was roughly $6 per person for a day pass, which allowed us to hop on and hop off at will.

We spent much of the afternoon exploring downtown Dallas, then took the train back to our car.

It was nirvana for me, because I love all things rail and mass transit in general.

I’ve written all of this because of an article I read in The Oklahoman last week that outlined the vision for OKC metro light rail. The article said that ONE Transit, the agency responsible for developing a light rail line from Edmond through downtown OKC and south to Norman, has hired a consultant for the project. Read it here.

Here are some key stats from The Oklahoman article: “The system would run 38 miles along the BNSF railroad corridor, with board members estimating capital costs between $700-$800 million.”

ONE Transit is led by former Gov. Brad Henry, which to me adds credibility to the ambitious plan. I’ve always seen Gov. Henry as a go-getter who gets things done.

However, the ONE Transit rail project faces some gigantic hurdles. No. 1 will be figuring out how to finance nearly $1 billion to upgrade rail lines, buy equipment, set up stations, etc.

As I see it, No. 2 hurdle will be getting buy-in from communities like Edmond, Moore and Norman that would have to contribute dollars to participate in the plan.

The No. 3 hurdle is convincing car-loving Oklahomans across the OKC metro to support the concept of rail — and mass transit in general. (Side note: someone once told me that the average Edmond resident would rather be seen coming out of Christie’s Toy Box than waiting at a bus stop.)

It’s an immense task, but one that I think is do-able, because they got it done in the DFW metro during the 1980s. DART overcame opposition from a large minority of residents who were resistant to rail and wanted instead to build more highways.

More highways and toll roads were also built, but DFW roads are just as congested today, from what I’ve experienced.

Meanwhile, DART operates four separate rail lines and covers 93 miles of the DFW metro. It is part of a DFW system that also includes a separate line from downtown Dallas to Fort Worth and another light rail line from Fort Worth to DFW Airport.

Despite operating successfully for more than 30 years, DART still faces criticism from participating communities about the ongoing financial burden. Some towns threatened or held ballot initiatives to exit the DART system this spring, although I think Highland Park was the only one that voted to end relationship with the transit system.

DART officials promised to add more board members from suburban communities.

Anyway, I’m all in on regional rail in the OKC metro. I would love to be able to some day park my car near Edmond’s downtown, board a ONE Transit train and ride it into downtown OKC before exiting and walking into the new arena to watch a Thunder game.

I can dream!

I hope that my fellow OKC citizens and our Edmond neighbors, as well as our central Oklahoma neighboring communities will support it.  Studies have shown that economic development flourishes near rail transit stations.

As my friend Steve Buck said after reading The Oklahoman’s story on ONE Transit’s regional rail vision, “I still believe this is the way.”

It can happen.

BONUS CONTENT: The Oklahoman story reported that a group of ONE Transit officials recently visited Salt Lake City to tour that metro’s light rail system, which apparently has been super successful.

From the article: “The system, which runs from Provo through Salt Lake City, to Ogden, has generated more than 40 million annual riders and attracted $10 billion in private investment around transit stations since 1999.”

DOUBLE BONUS CONTENT: In a related topic, I wrote this blog post a couple years ago after reading Jeff Speck’s book, “The Walkable City.” The book focuses on building a vibrant downtown and neighborhoods that offer access to mass transit and encourage biking and walking. Read it here.

Customer service without the ‘service’

The tail of an American Airlines jet

UPDATE: American Airlines responded to this post and has put us back on track to receive a refund for the canceled portion of our daughter’s flight. Customer service lives to see another day! Thank you, American Air.

Call me an entitled American, if you like, but there seems to be a wide gulf these days between the words “customer” and “service” in our society.

I’m talking about when you call the “customer service” line of a major corporation and have to work through 15 AI bots that can’t help with any of your issues before a human finally comes on the line.

And when you finally connect to a human, there’s little help and even less empathy. Try talking to the “loyalty” department at the phone company known as the Death Star.

But I’m not here to rage on AT&T today. I’ll save that for another time.

Today, I’m ranting about a recent experience with the customer service department at American Airlines. Here’s the story:

My daughter, who lives in Florida, flew home for a few days the second week of January. She was to fly out of OKC Will Rogers International Airport at 4 p.m. Saturday on the return trip.

We were planning on taking her to the airport mid-afternoon until … she got a text about noon that her flight to DFW had been canceled. Canceled!

And Sarah had a connecting flight that evening to Fort Lauderdale with a 7 p.m. departure.

My wife and I were about to jump in the car and drive her to Terminal C at DFW when Sarah received yet another text from the airline. She had been rebooked for a Sunday flight — with no input from her.

Things got tense at our house as Sarah told us how important it was to her to get back to Florida on Saturday night. She still had what I assumed to be a valid boarding pass for the 7 p.m. flight.

So, I got on the phone, called the American Airlines customer service line and actually got a human on the line with not much delay. When I told him about our dilemma, he took the flight information from me and said, “oh, she’s been rebooked for tomorrow.”

Yes, I know, but we are driving her down to DFW this afternoon to make the 7 p.m. flight to Fort Lauderdale.

“She won’t be able board that flight because she’s now booked for tomorrow. And the 7 p.m. Fort Lauderdale flight is completely full. anyway.”

We went back and forth for a few minutes, but he was clear that her boarding pass was no longer valid.

So, I hung up and walked back into our living room where I found my daughter talking to another American Airlines customer service person who was far more accommodating. This person told her that she could still use her Fort Lauderdale boarding pass for the 7 p.m. flight, although she might not have the same seat assignment.

Two customer service folks from the same airline with two different outcomes. A rain-on-our-parade from one and a ray of hope from the other.

So, I can’t call out everyone in their customer service department. Sometimes there are unexpected pleasant surprises.

We all piled into the car and headed south, made it to DFW and dropped her off at Terminal C at 5:15. Sarah’s boarding pass DID get her on the plane and she made the 7 p.m. flight without issue.

But then… I got to thinking. Hey, American, how about a little something for the effort? Like a refund for the canceled OKC-DFW portion of the flight.

We were out gas money and time to make the drive to Dallas and back.

The next day, I got back on the American Airlines website, clicked on the “refund” button and filled in our flight numbers. The website told me that we had no canceled flights for which we deserved a refund.

What? I’m assuming the airline decided that we had a boarding pass for the Sunday flight that we didn’t use. So we were owed nothing.

I immediately found the page where you can file a complaint and wrote out this entire scenario in the space provided.

The next day I receive an email with this message:

“Please accept my sincere apologies for the experience you’ve described. We’re committed to prioritizing our customers in everything we do, and your feedback highlights this commitment. Your valuable insights will be made available to our leadership team to explore necessary improvements and deliver the world-class customer experience you expect from us.

“I appreciate your willingness to share your feedback with us. From everyone at American Airlines, thank you for choosing to fly with us. We look forward to the opportunity to welcome you on board again soon.”

Arrgh! The email addressed nothing that I wrote in the complaint form.

American, where’s my #@%$ check? Stay tuned.

Flight delay and an airport reunion

Our daughter, Sarah, is reunited with her son, Solomon, at DFW airport

I was sitting in an OKC coffee shop this past Wednesday, getting some work done and anticipating picking my daughter up at Will Rogers World Airport later that night.

Sarah was flying in from South Florida to celebrate a late Christmas with us and her 3 -year-old son, Solomon.

We had our evening planned for a big OKC airport reunion between mother-and-child before a short drive home.

Then my phone dinged with an alert.

I looked down and saw that it was from American Airlines. It said ‘your flight is delayed.’

Oh great.

Sarah was scheduled for a 7:37 EST flight from West Palm Beach Airport to DFW. It was now scheduled for an 8:20 departure.

So that made for an incredibly short connection window at DFW.

American flight 2640 originally was scheduled to land about 9:30ish at DFW with only an hour to navigate the airport before catching a 10:40 flight to OKC. To add yet another layer of panic, a change of terminals was required to find the departure gate.

That appeared to be the Impossible Challenge now. So I called my wife, Paula, to see what she thought.

Sarah also received the text and had already called her mom.

We weighed our options and decided we needed to head to Dallas just in case. Sarah had WiFi on her plane, so she could update us on the odds of making her OKC connection.

I headed home so we could hit the highway.

Then we got another text. The flight was back to 7:37 departure.

Great, we could stand down. Back to the original plan of meeting Sarah at roughly 11:40 in OKC.

delay alert2Meanwhile, Sarah was headed to the airport in Florida, but got yet another text alert that said departure time was now 8:03 pm. This one added a tag line: “Possible missed connection to OKC.”

We headed south.

Sarah arrived at the airport, but didn’t go directly to the security line because of the apparent delay.

Then the airline dropped the ultimate hammer. Yet another alert. The flight was back to a 7:37 departure.

Sarah and several of her fellow passengers had to hustle through security.

We drove on.

Sarah made the flight and it departed the gate, but sat another 30 minutes or so on the tarmac.

Meanwhile, the pilot made an announcement that the flight would take additional time because they would be forced to fly around thunderstorms looming to the west.

The flight took off, and we drove on to DFW, expecting to get there a full hour before it landed. We arrived about 10 pm and looked on the flight board. Flight 2640 from West Palm Beach was arriving at 10:25.

Whoa! As the flight pulled up to its gate in Terminal C, we got a text alert telling her she had 15 minutes to make the OKC flight at its gate in Terminal A.

Paula and I had gone back and forth as to whether we really needed to make this rushed trip to DFW. But the text confirmed the wisdom of our decision.

It was another 5 minutes or so before Sarah emerged from the plane and walked to the baggage area where we waited.

The lesson we learned: don’t rely on the airlines’ squishy updates. Get to your gate on time and be prepared.

We were tired and frazzled. But the mother-and-child reunion at DFW Airport made it all worthwhile.

We all piled into the car and headed north, back to OKC.