In early 2008 many GO Transit riders became upset with winter delays, poor communication and an impending fare hike. Almost two years before the current TTC passenger revolt, GO’s “perfect storm” was focused in a petition of 10,000 virtual signatures.

The uproar was less widespread compared to what’s been hitting the TTC, and in 2008 GO downplayed the fuss.

However, a lot changed behind the scenes including shake-ups in senior management. Last year GO merged with the provincial planning agency Metrolinx .

Mary Proc became GO’s vice president for customer service — a new position. She says the 2008 petition was a wake-up call and an orientation toward customers is now “actually built into the job deliverables of every executive at GO.”

She says, “There will be very significant improvements that the public begins to see over the next year.”

The commuter agency is not saying much in advance, but look for more communication enhancements, some service increases as well as changes in operating procedures to address passenger peeves. New ticket vending machines are coming (I find the current ones user-unfriendly) and GO recently instituted a policy that almost eliminated complaints from riders bypassed at bus stops.

Although not officially announced, you can find GO Transit directions using Google Maps. TTC is testing its own trip planner that does not yet work on Google.

Metrolinx CEO Rob Prichard reiterates the transit system has made customer service a top priority, relying on private sector experts for advice as well as an advisory committee made up of riders.

Mary Proc reports overall satisfaction levels in the 80 per cent range, adding GO will survey its clientele more often than it used to.

One of the persistent complaints I hear from both TTC and GO riders is how each agency responds to complaints.

After getting response time down from 15 days to under four, GO is now studying the quality of these answers. For me, the key problems are formulaic replies, failing to understand complaints and local accountability during both small and large construction projects.

The TTC is even more out of touch. Complaints are received, but riders may never hear back in a meaningful way.

And yet give the TTC credit: The commission will this week debate a passenger “charter of rights.” It’s years overdue, but other GTA transit agencies should take note.