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Building a Better Community Through Public Transportation

Customer Experience Pop Up Event

GBT is assisting the Connecticut Department of Transportation (CTDOT) in the development of a Customer Experience (CX) Action Plan for public transportation. The intent of the plan is to collect information and feedback from passengers regarding their experiences with public transportation.

CT DOT Customer Experience Action Plan - Putting Customers First

Wednesday, May 18, 2022
GBT Bus Station • 710 Water Street
11 AM – 3 PM

The information collected will be the center of the CX Action Plan. It will be used to identify and prioritize areas for improvement and outline future programs and investments. Read the details in CTDOT’s Press Release.

“Building a good customer experience does not happen by accident. It happens by design.”
Clare Muscutt

Other Ways to Share Your Thoughts with GBT


Go to the GBT website Customer Service page. Use the “Your Ideas” or the “Report It” form to submit your thoughts.


By Phone:


Monday – Friday: 6:00am – 6:00pm

Weekends & Holidays: 8:30am – 4:30pm

“Until you understand your customers — deeply and genuinely — you cannot truly serve them.”
Rasheed Ogunlaru

What Happens Next?

Here at GBT we take customer complaints seriously. An internal team meets weekly to review any complaints filed. In some cases, we may need to review video and audio surveillance from buses or the bus station. We may also contact the person who filed the complaint to get more information.

Once the complaint is reviewed it is categorized, as follows:

A complaint that needs action

  • Service disruption due to external circumstance (extreme weather, unanticipated road closure, etc.)
  • Mechanical failure
  • A late bus

A need for more or better bus service

  • More frequent bus service needed
  • The bus needs to run earlier or later
  • The bus doesn’t go where people need it

After we categorize the type of complaint, we contact the person who filed the complaint to let them know the outcome.

All complaints are databased so that we can utilize the information to help us understand and fix recurring problems and inform our training programs.

"We Weed out Problems Before They Grow." - Bernie Bausch, GBT Manager of Transportation Operations

We’re Listening. We’re Taking Action.

The majority of the feedback we receive leads us to make changes to improve service.

Engage, Interact, Improve.

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