Before it's a 311 call
Hear about the broken escalator
before it's a 311 call.
A filthy gate restroom, a dead escalator with no sign, a ticket machine that ate a card. The rider who hits it has no fast way to tell you, so it goes to a 311 line or nowhere. Put a code at the gate and the platform and you hear the exact spot, with a photo, while a crew can still handle it.
No app for riders to download. It works over text.
Rider at Gate 14
Concourse B · photo attached
“Down escalator to baggage is broken and there's no sign. People keep walking up to it with bags.”
Sign up by 6:40, escalator running by 8. 9 people who flagged it got a text back.
handled before the morning rush
What you'll actually hear
The facility stuff a rider would have called into a void.
“The restroom by Gate 14 is filthy and out of soap. Been like this since I got here.”
gate 14 restroom“Down escalator to baggage is broken and there is no sign. People keep walking up to it with bags.”
concourse B“Ticket machine at the north entrance ate my card and would not start. Had to buy a new one.”
machine 3“Bus shelter light is out and there is no schedule posted. Cannot read anything after dark.”
route 9 shelter“Elevator on platform 2 has been out all week. With a stroller there is no other way up.”
platform 2“Half the overhead signs at the transfer point are dead. No idea which track is which.”
central transferThis is for facilities and equipment only: restrooms, escalators and elevators, ticket machines, shelters, signage, lighting. Safety, security, civil-rights, ADA paratransit, and TSA matters go to the agency's official channel, not this tool. We route those out instead of absorbing them.
The gap
Right now the dead escalator waits for a work order someone files days later.
A rider who finds the broken machine has bad options. They call the 311 line and sit through a phone tree, file a form on the agency portal and hear nothing, or just give up and route around it. The facilities team finds out on the next walk-through, maybe a day late.
Give riders a code right at the spot and the report lands the same shift, pinned to the exact gate or platform, with a photo. A crew handles it and the rider who was about to dial 311 gets a text that it is back in service.
How it works
Three steps, reported to back in service.
- 01 6:18a
A rider taps the code at the spot
A small marker at the gate, the platform, the shelter, the ticket machine. No app, no 311 phone tree, no agency portal login. They type what is wrong, snap a photo, and leave a number if they want to hear back. Ten seconds, standing right there.
- 02 6:19a
It lands in one inbox, already pinned
Every report from every stop in the system feeds one place, sorted, with the exact location and a photo. Nine riders flagging the same dead escalator group into one job. A broken elevator on a platform jumps the queue.
- 03 Same shift
A crew handles it and texts them back
Mark the escalator fixed and everyone who flagged it gets one text. The rider who was about to leave a 311 call hears that a crew already cleared it.
A code at every stop
Not “something's broken at the station.” Gate 14, the down escalator, with a photo.
Put a marker at every gate, platform, shelter, and ticket machine. A rider taps the one in front of them, so the crew gets the exact location and a photo, not a vague note that sends someone walking the whole concourse to find which escalator is down. It beats the 311 phone tree on speed.
Every stop in the system rolls into one map, so you see at a glance which sites have open facility problems and which crew is closest. Safety, security, and civil-rights matters route to the agency's official channel, kept out of this queue.
Hear about the facility problem before it's a 311 call.
Start free, mark up your gates, platforms, and shelters, and let a rider pin the exact spot so a crew can handle it first.
Start free