As 2025 came to a close, we would like to share some of our commendations for December 2025.

• An internal customer reports that during her morning commute, the operator handled an extremely crowded bus with outstanding professionalism. She described the bus as "packed to the gills," noting that every seat was taken and every hand strap had a hand on it. Despite the challenging conditions, the operator remained clear, firm, and kind, directing passengers to move back and make room so that no one waiting in the cold would be left behind. She emphasized how impressed she was with the operator’s calm communication, situational awareness, and ability to maintain order while ensuring everyone could board safely. The internal customer expressed sincere appreciation for his actions and requested that he be recognized for a job exceptionally well done.
  
  
• The operator took proactive action to hail the connecting bus (RT. 16), which was already at the stop and preparing to depart. Their quick awareness and initiative ensured that the transferring customer could make their connection. GPS data also confirms the operator arrived on time, reinforcing the professionalism and reliability demonstrated. This reflects an excellent commitment to customer service.
  
  
• Observed the operator respond to an audible coordination request to hold a bus for a transferring customer. The operator demonstrated outstanding patience, professionalism, and courtesy, ensuring the customer could make their connection. This reflects excellent customer service and commitment to Metro’s standards.
  
  
• The customer states he was rushing for the bus, and the driver pulled over to pick him up, which allowed him to make it on time to where he had to go. The driver was very professional and kind.
  
  
• I would like to recognize and commend this Operator for going above and beyond in assisting a passenger in need. A customer approached the operator to ask about a purse that she had left on the bus. Despite the language barrier, the operator showed exceptional patience, empathy, and initiative. He used his own phone to contact Customer Service on the passenger's behalf. He then ensured she was connected to a bilingual representative who could communicate with her directly and provide the necessary lost-and-found information. His actions not only helped resolve the situation quickly but also made the customer feel supported and cared for. The passenger expressed her gratitude for his kindness and willingness to help.
  
  
• The customer states that the #26 operator went above and beyond to ensure he could make his #40 connection to Niagara Falls.
  
  
• The customer stated that the operator waited and went above and beyond to ensure that the transferring #19 passengers could make the connection.
  
  
• Very polite, very good driver, and very courteous. Really appreciates this bus operator's work ethic.
  
  
• Caller states driver is very punctual, friendly, and a great driver. She has every morning, and he has never missed. He is very reliable. 
  
  
• The passenger stated that when she was at Delaware Ave and Kenmore, the operator was very helpful and went above and beyond for passengers.
  
  
• Caller states operator was kind because they waited for her to get to the stop, even though she was not at the stop.