Granted it does not look like a cookie-cutter reply, but they evade my most serious concern.
Anyway, this has been dragged on for far longer than I like. Next up you’ll see something more exciting. :)

November 14, 2008
Fax: (416) 869-1662

Reference No: 2008010974
Mr. Michael Lam
Dear Mr. Lam:
Thank you for your comments about the changes to recent boarding procedures at Richmond Hill GO.
Earlier this year, we lengthened Richmond Hill trains to ten cars; however, the platform at Richmond Hill GO is only eight cars long. While extending the platform to accommodate ten cars would be the ideal solution, we face major restrictions due to the bridge on the south end and curvature of the track at the north end. As a result, Bombardier had a second Customer Service Ambassador on board the trains for training purposes who would monitor the boarding and prevent the off-platform doors from opening.

With Bombardier’s takeover of Conductor and Assistant Conductor positions, effective October 27th, we no longer have this second person available to assist with door operations. Subsequently, it was necessary to change the door operation to protect the safety of our passengers. Thus the reason for the five door procedure initiation. Overwhelming complaints from customers surfaced regarding the five car procedure, and in the interest of customer satisfaction, a new operating procedure was established and implemented (announcements made on all trains) and eight car boarding was reinstated as of Thursday October 30th.

The revised agreement was reached by both CN and Bombardier and the procedure implemented was as follows: The train stops at the south end of the platform dropping the Commuter Train Operator on the platform. The train then pulls ahead to its normal stopping location, the operator is now able to operate the doors from the eighth car, which allows cars one through eight to open, previously only one through five due to the reduced crew member. The Customer Service Ambassador remains at the accessible car to address the lowering and raising of the disabled ramp.

Admittedly, this procedure has a tendency to delay the trains arrival minimally while the operator is being dropped off on the platform, (approximately a minute) but it was chosen as the best possible procedure to address the reduction in crew.

As with all new procedure implementation, fine tuning is required and necessary adjustments made. Complaints regarding the process are forwarded to Rail Operations to address. Recently, our Supervisor in Rail Operations followed up with Bombardier as a result of your email to ensure all crews are following proper procedures. As GO Transit continues to evaluate its service, input from passengers is both essential and welcomed. We appreciate you taking the time to share your concerns, and, we thank you for your patience and continued support.

Sincerely,
Jill Lamont
Customer Service Representative
GO Transit