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Stuck in a Bus Rut, But We Still Believe

Reconnect Rochester meets with the team at RTS on a regular basis. We listen and ask questions. We share feedback from transit riders and offer ideas. We seek to understand and strive to be a good community partner.

Many of you might be wondering what’s going on with all the service changes over the last few years. We want to share our latest understanding with the general riding public, and anyone else who cares about having reliable public transportation in our community. Read on for our take on what happened, what’s happening, and what to expect.

As an advocacy organization, it’s important for us to collect input and channel it to the ears of RTS leadership so they can better understand the impact of their decisions on transit users. To that end, we’ve constructed a survey to find out from RTS riders how your experience has changed (for better or worse) since the implementation of the Reimagine RTS system redesign last spring. We also want to hear from former RTS riders about why you have stopped riding and what it would take to get you back.

We’ll be collecting this input through the month of August online and in-person, and then we’ll collate it and pass it on to RTS leadership. Please help us out by sharing this survey with your friends!

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What’s the current situation and what can we expect?

We’ll give it to you straight first with no sugar added, and then add a dash of hope and sweetness later.

RTS ridership is still hovering around 65-70% of pre-pandemic levels with no sign of an upturn.

On-demand service in the mobility zones is exceeding demand, resulting in a service denial rate of 30-35%. The service management platform has been problematic. This combination has made service in the towns and suburbs of Monroe County often frustrating and unreliable.

Five (5) of the seven (7) 15-minute frequency routes in the core service area – the big promise of the Reimagine RTS system redesign – reverted back to 30-minute frequency. The result is worse service for some riders than they had before.

RTS doesn’t expect any of this to change or improve until at least January 2023, when new buses and vans arrive, enough drivers are hired, and a new on-demand technology platform is put in place. 

Who is impacted most?

The unfulfilled promise of Reimagine RTS of more frequent and robust service is a burden that falls squarely on transit dependent people in our community. It stands to reason that transit dependent folks make up most of the 70% of riders who are still on the bus. Unlike “choice riders” who were able to choose another way to get around, this group of folks don’t have another option than to rely on the bus. 

Bus Stop

With the system as it is, a commute time that was already long, is made longer. Those who live or need to get to work in the mobility zones are especially hard hit. Because demand is far outpacing service capacity, there is a new unreliability that is arguably worse than the service that existed before. At least then you knew a fixed route bus would be coming along at a set time, even if only every 60 minutes.

How did we get here?

The pandemic took a huge toll on RTS. In June 2020, the long-awaited Reimagine RTS system redesign launch was postponed as RTS focused on pandemic response, health safety on buses, and pitching in to meet emergency transportation needs. Reimagine RTS finally launched almost a year later in May 2021.

A few months later (Sept 2021), a shortage of private contract bus drivers created a crisis with RCSD school bus transportation. RTS stepped in and provided service so that kids could get to school. However, to free up buses and drivers, they rolled back the 15-minute frequent service that had been the hallmark of Reimagine RTS.

For the last year, RTS has been struggling to get the buses and drivers in place so they can add back the frequency in regular service and meet the unexpectedly high demand for on-demand service in the mobility zones. The good folks at RTS want to restore the frequent service as much as anyone and are working overtime to problem-solve the situation.

There are two things standing in the way: 1) Supply chain issues have prevented vans and buses, ordered more than a year ago, from arriving. 2) Steep competition in the labor market has made it more challenging to hire RTS drivers. In April 2022, due to ongoing equipment and staffing shortages, RTS announced service changes that included “pausing” the new Rt 42 crosstown, another rollback of the Reimagine RTS system redesign.

It’s little comfort, but we are not alone in this. Transit ridership is down everywhere in the wake of the pandemic. Equipment and bus driver shortages are plaguing transit systems across the country, and have led to even more severe service cuts in neighboring Buffalo and Syracuse over the past year. 

Bus Ridership
Dec 29 2019 – July 30 2022 National Data (APTA Ridership Trends dashboard)

Is there any good news?

Yes, there is plenty. 

A host of Reimagine RTS service improvements were successfully implemented and have made a big difference for many riders. Things like increased weekend service hours and frequency, the Rt 40 & 41 crosstown routes, newly added 30-minute frequency routes, and two 15-minute frequency routes (E. Main & Dewey Ave) that were reinstated.

This spring, the RGRTA Board approved a new service management platform in the mobility zones to replace the problematic one, so that fix is on its way.

Ridership data collected from the 15-minute routes has proved beyond a shadow of a doubt that frequency = increased ridership. Unexpectedly high ridership in the mobility zones shows there’s a strong demand for public transit in the towns and suburbs. What’s the takeaway? When we can restore the promises of Reimagine RTS, we will see huge gains in ridership.

Thanks to advocacy efforts led statewide by NYPTA and locally by Reconnect Rochester, as well as our Albany delegation’s support for public transportation, State Transit Operating Assistance funding for RGRTA will be increased by 15.17%. This removes funding as a barrier to service expansion & restoration (the problem is that money can’t solve the immediate problem of staffing and equipment shortages).

Many would say the Transit App has been a bright spot. Anyone who uses it can attest to the awesome design and functionality to guide transit riders in moving around.

RTS is leading New York State in the conversion to electric buses and also just got State funding to add hydrogen fuel cell buses to its fleet in the coming years. That’s a great thing for the environment and the quality of the air we breathe.

Finally, there’s also hope for expansion of bus amenities to improve the riding experience. Reconnect Rochester just got 23 more bus stop cubes on the ground, bringing the total to 54 bus stops around the city. Even more exciting, the City of Rochester with support from RTS, is applying for a $2M State funding grant to make a sweeping investment in bus stop amenities. This could mean shelters, benches, and bus stop cubes installed at hundreds of stops in the city that currently have no seating. Keep your fingers and toes crossed!

Rochester Bus

What can RTS do?

We wouldn’t be a very worthwhile advocacy organization if we didn’t point out some ways that RTS can do better even under the current constraints.

We challenge RTS to acknowledge what its customers are really experiencing minus any positive spin. Be transparent and communicate what’s happening. As transit riders, we’d like to know what’s going on. Share ridership statistics and denial rates with the community and explain why. Tell us what you’re doing to resolve the service issues. How many drivers are in the pipeline? How many buses are on order? What’s the timeline for the new user management system for the mobility zones? You get the idea.

What can we/YOU do?

Fill out our survey to share your experience.

Whether you’re a current rider or a former rider that has stopped riding the bus, we want to hear from you. We promise to deliver your thoughts to RTS leadership in the hope that your voice will impact future decision making.

If you ride RTS regularly, keep sending them your feedback.

They might not be able to make major changes happen, but they have been responsive to small improvements when they hear a sensible adjustment that can be made. Positive feedback is important, too. If RTS does something that improves your situation, let them know! Also, driving a bus can be a difficult and stressful job. A friendly greeting to the driver when you enter the bus, and thanking them for getting you to your destination safely can make a difference. You can play a part in driver retention!

Ditch the car and ride RTS whenever it works for your schedule.

Mary at Reconnect talking here. My own personal commute improved significantly thanks to the new Route 41 crosstown, which gets me to the office in 17 minutes door-to-door. In those 17 minutes, I get to enjoy some fresh air and a little exercise, check my inbox, give and take smiles (even if only with the eyes) with fellow passengers, and save gas money leaving the car at home.

Bus Arriving

Wondering what your bus commute would look like? Visit myrts.com or download the Transit App to find out!

We still believe

Reconnect Rochester has long advocated for a public transit system that delivers frequency. We still believe that the Reimagine RTS plan – when fully implemented – will set us on a path to a more frequent and robust system. There are tradeoffs, yes, but it will be a net positive overall.

At Reconnect Rochester, we look forward to when we will see the full promise of the new system fulfilled, and can truly welcome in a new day for public transportation in Rochester. We look forward to bringing back our Roc Transit Day event to showcase the changes and attract busloads of new choice riders – because choice ridership enriches the whole system, making it better for everyone. We look forward to the day when public transportation can serve as an integrating, rather than segregating, force in our community.

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Blocking Walking: When Pedestrians are Forced to Find Another Way

Blog by Arian Horbovetz. Arian is a Reconnect board member and the creator of The Urban Phoenix, a blog focused on conversations around the elements that create healthy cities, neighborhoods and communities today. Arian covers walkability, public transit, financial solvency, bike infrastructure, smart development, public space, public pride and ownership of our futures. While he discusses issues of public policy, legislation, statistics and money, The UP specializes in addressing public perceptions and how they affect the way we see our cities.


Your heart sinks when you see that orange symbol of uncertainty. You grip the wheel tighter, curse, and check your watch to see if the impending redirection will inevitably make you late to your destination. We’ve all experienced this frustrating dilemma, brought about by that never-welcomed sign that reads “DETOUR.”

While detours encountered on the road may be frustrating, fear not! The Department of Transportation has outlined the most convenient alternative navigation for you to traverse instead. Abundant signage will guide your new direction, showing you exactly where to go in order to continue along your new route. Your safety on this detour has been considered. The new route will accommodate all vehicles, from small cars to big trucks. While inconvenienced, a tremendous amount of thought has gone into ensuring that your detour will be as impact-free as possible.

But what happens when you’re walking down a city sidewalk and you see a sign like the one below?

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What happens when you’re rolling down an urban bike trail and you encounter a piece of construction equipment blocking your path?

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This piece of machinery was blocking a trail in Buffalo, NY while the operators were on a lunch break. “Oh sorry, I was about to move that” one of the workers said as I snapped a photo…

Or maybe you’re making the trek home from the bar on foot, only to encounter this blocking your path…

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Finally, you and your family are taking a winter evening stroll in your neighborhood. While the street you’re on is perfectly plowed, you can’t help but notice that your children are struggling to stay on their feet while traversing the icy sidewalk.

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Walkability is something we talk about with regard to healthy communities and neighborhoods these days. And for good reason… areas that are more walkable have higher property value, and have shown to be better for business growth and proliferation. But even with all the positives that come from strong pedestrian connectivity, construction projects, infrastructure maintenance and good old fashioned Mother Nature can lead to sidewalk closures and/or unsafe walking environments. Most of these can be remedied with proper planning and foresight, but that foresight is often lacking. Developers and workers don’t always understand the importance of pedestrian prioritization, and this is, to some extent, understandable. It is only just now that we are beginning to realize the importance of giving pedestrians welcoming, connected, comfortable and safe environments to traverse neighborhoods on foot.

When sidewalks are closed due to nearby construction, pedestrians must find a way around. This either means backtracking to the last crosswalk, or worse, venturing out into the a potentially busy street in order to cross, or walk in the road along the blocked sidewalk until they pass the construction area. It is important for everyone to understand that people on foot, like drivers, will often choose the most convenient option, even if it is not the best or safest.

This cement truck was not only parked in a crosswalk leading from Rochester’s Genesee Riverway Trail, it completely blinded pedestrians from being able to see oncoming traffic on South Avenue

Construction companies should do everything in their power to ensure that a pedestrian right-of-way is not impeded by their work. Actions should be taken to ensure that pedestrians don’t have to find an alternate route. Sidewalk sheds and scaffolding, much like the ones we see in larger cities, should be built to keep the sidewalk functional and protect those on foot.

Furthermore, construction site and maintenance workers should be trained to ensure that equipment, machinery and other barriers never block a sidewalk or path. Workers may not realize that blocking a sidewalk, even for a short while, could put pedestrians in an inconvenient, or even dangerous situation.

Even plow companies need to appreciate the negative impact of moving snow out of our streets and into the direct path of our pedestrians.

This sidewalk leading to Rochester’s new Amtrak station is completely blocked by
plowed snow

Failing to mind these amenities is even more detrimental to the safety of persons with disabilities. A closed sidewalk can make for a precarious situation for those in our community with mobility issues, and/or folks in wheelchairs or motorized scooters.

Finally, blocking sidewalks is not just inconvenient and unsafe for pedestrians, it sends a message that this vital piece of infrastructure is not important. When car traffic is moving smoothly while the adjacent sidewalk has been blocked, torn up or interrupted, it clearly signals that those who choose to walk or have to walk are not welcome, and seen as less important.

While Rochester’s Nathaniel Apartments were being constructed, pedestrian access was accommodated on the building’s north side with a pedestrian tunnel. The East side of the building, however, did not effectively accommodate foot traffic during construction.

Meaningful accommodations for pedestrians and cyclists are out there. In our most dense urban areas where walkability is more appreciated, these accommodations are plentiful. But even in our smaller cities, there are excellent examples of developers making every attempt to ensure sidewalk use is unaffected during construction.

This construction project not only accounts for pedestrians and cyclists, the circled signage clearly instructs both on the appropriate path to use while traversing this stretch

Sidewalks are the connective tissue in our urban communities. They are the final link between homes and public transit. They are the needle the weaves the fabric of our neighborhoods together. They are are the highway for those who cannot afford a car, or make the choice not to own one. In our cities, sidewalks have a level of importance that often goes unrealized and under appreciated in our car-centric world.  Accommodating and maintaining their convenience, their appeal and their safety is of paramount importance to creating a healthy, walkable environment for all of our citizens.  

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Transportation and Poverty (Part 3): The Long Bus Commute and the Value of Time

The Connection Between Transportation in Rochester, NY.Posted by: Pete Nabozny, Associate Principal at CGR and co-owner of Tru Yoga

Here in Rochester, most middle class households own a car or two and think nothing of driving to their place of employment. For these individuals, public transportation needs to be a competitive alternative to driving for them to ditch their cars.  If a bus stops near a person’s home frequently and reliably, and drops that person off near their place of work within 10 minutes or so of what it would take them to drive, they may opt to commute by bus. Read more

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Using Passenger Rail to Create a New Economic Zone

Posted by: Carlos Mercado

The populations of Syracuse, Rochester, Buffalo and Toronto are closer than we realize. With good, high speed transportation links we become an economic powerhouse. [Flickr Photo: Calori & Vanden-Eynden]

Rochester, NY has about 1,035,000 population in its metro area; Buffalo is slightly larger with 1,124,000; and Syracuse has about 646,000. The combined metro population for the three major cities along the old New York Central Water Level Route is 2,804,000.

In terms of rank, Buffalo is 50th, Rochester is 51st, and Syracuse is 81st. As a combined area, we would become 19th largest, edging out Tampa, St. Petersburg, Clearwater, FL and just behind St. Louis. Nice, eh?

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