TO: AC Transit Board of Directors
FROM: Salvador Llamas, General Manager/Chief Executive Officer
SUBJECT: Realign Ridership and Customer feedback Summary
BRIEFING ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider receiving a report on ridership changes and customer comments resulting from the implementation of Realign.
Staff Contact:
Ramakrishna Pochiraju, Executive Director of Planning & Engineering
Claudia Burgos, Executive Director of External Affairs and Customer Experience
Body
STRATEGIC IMPORTANCE:
Goal - Convenient and Reliable Service
Initiative - Service Quality
??The Realign planning effort combined a comprehensive review of existing service, robust public and stakeholder engagement, and market research to craft a new service network with existing resources for the District that responds to the changing travel needs of the communities we serve. This report provides a general overview of the customer feedback received by the customer services department, as well as a preliminary review of three months of ridership after implementation.?
BUDGETARY/FISCAL IMPACT:
??There is no fiscal impact associated with this report. ?
BACKGROUND/RATIONALE:
?AC Transit Realign (Realign) was a comprehensive review of the existing service network to understand rider needs and travel patterns. The goal was to right-size AC Transit's bus network to directly respond to hybrid and remote work patterns, shifting ridership demand, and resulting fiscal challenges and constraints, while remaining flexible to meet the evolving travel needs of East Bay riders.
This report focuses on feedback received in Phase 5, which focused on rider education in the lead-up to the August 10, 2025 implementation date, as well as feedback received following implementation. The report will also provide an update on ridership changes, post Realign implementation.
?Pre and Post Launch Communications and Feedback
?Public-facing communications regardin...
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