Riders praise WeGo pass programs but urge earlier notice on price increases; residents seek shelters and better customer service

Four public commenters addressed the board during the public-comment period, praising WeGo’s discounted pass programs while urging changes related to pricing notice, bus shelters and customer service.

Wesley Smith, who identified himself as a Water Pike Nashville employee and a member of a newly formed advisory committee on transportation, thanked WeGo for continuing access to the WalkBike (also described as WalkBike Nashville) quick-ticket pass and said his organization helped arrange a renewal after WalkBike paused its program. Smith said the WalkBike program generated roughly 80,000 rides last year and that the program is highly public-facing and effective. He said his organization was notified of a 100% price increase three weeks before a contract renewal (from $25 to $50) and that the short notice created administrative headaches that nearly led to cancelling more than 800 quick-ticket passes. Smith asked the board to work with WeGo staff to provide at least 90 days’ notice for rate increases and to improve program sustainability.

Peter Robinson, who said he chairs the Vision Zero advisory committee, also praised the WeGo pass program and described it as life-changing for his family; he said his daughter uses the pass to travel to Middle Tennessee State University in Murfreesboro and that the pass encourages ridership over driving.

Peter O’Connor (public commenter) asked the board to install shelters at stops on Lebanon Pike near the water-department entrance where riders currently have nowhere to sit. He also asked that customer service be available from the time the first bus leaves Central to the time the last bus completes its run. O’Connor added a complaint that ride-hailing vehicles (Lyft and Uber) sometimes park at bus stops and that “high-rise” buses labeled for school pickups passed his stop and did not serve general riders.

Darius Knight urged staff to treat one another respectfully and asked that new bus operators receive stronger customer-service training. Knight recommended that senior customer-service staff assist in operator training because, he said, those staff “work magic” calming riders and de-escalating incidents; he also encouraged employees to report safety issues to supervisors or security. Knight thanked staff and urged everyone to “keep yourself safe.”

Ending: The chair closed public comment after those remarks and moved to the information items on the agenda. Board members did not take action on the specific public requests at this meeting; staff and board members referenced the concerns during later agenda items addressing service and customer operations.