Thursday, January 23, 2014

Open Letter to Ventra

Having been in a community manager role for a Fortune 50 insurer for a few years, I've seen some really angry people. The "Hurricane Katrina, annihilated my home and all my worldly possessions and you refuse to pay my claims" kind of angry. Trust me - That's really angry. In managing these communities, I told myself I wouldn't be the person who "likes" an organization's Facebook page simply to complain and troll. Then along came Ventra. You have been "liked." And this is for you.

Cubic Transportation Systems, the CTA's contractor for Ventra, boasts the line "Intelligent Travel Made Real." What a lofty selling proposition from our good friends in San Diego. What's "real" in San Diego?
What is real is that you really need to address all of these issues and more. Really quickly.
Meanwhile, in Ventraland, I liked the Facebook page to find the angriest people I've ever seen. Louder, believe it or not, than "lost all worldly possessions" angry. Irate paying customers voice their service issues or, in many cases, outright rage on deaf ears (eyes?). Ventra used to occasionally respond, but they've since given up, posting happy updates and refusing to acknowledge the pervasive issues:

There is also an app and several Facebook pages and Twitter accounts dedicated to the Ventra failure. And let's not forget the many, many halloween costumes last fall. Do you know what it takes for skanky ladies traipsing around Wrigleyville to dress up in a cardboard box with stiletto heals instead of slutty Little Miss Muppet? Blind anger. That's what.

That is not me. I was a slutty American Gladiator,
who had happily not yet transferred to Ventra.

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