New Jersey Commuters Still Struggle to Recognize the Advocate Working Behind the Scenes to Improve Their Daily Travel
New Jersey commuters still have the same daily frustrations, but many don’t realize that the person hired to represent them has quietly been improving their travel experience across the state. Since becoming NJ Transit’s customer advocate a year ago, Franck Beaumin has ridden trains, buses, and light rail lines to talk to riders and investigate their issues. He moved to Hoboken shortly after taking the job to use the transit system he now works to improve. He experiences the same delays, disruptions, and service issues as riders due to his daily commute to Newark and frequent statewide trips.
Beaumin, who worked with major transit systems in Paris, Asia, and Boston, said riders’ concerns in New Jersey are similar to those abroad. He says transit customers everywhere want reliable service, on-time performance, and comfort. His biggest challenge is that most travelers don’t know his role. Riders across Hoboken Terminal said they had never heard of a NJ Transit customer advocate, even after a year of public outreach. The position seemed helpful, but some wondered how much it would affect people if they didn’t know about it.
Beaumin is vocal about his efforts. He is active on social media and encourages riders to use NJ Transit’s feedback form to contact him. He has been surprisingly responsive and hands-on behind the scenes, say commuter advocacy groups. He listens carefully, provides detailed explanations, and pushes for solutions, even when dealing with long-standing issues that have frustrated riders for years, according to prominent North Jersey rail coalition members. Long-term Newark Light Rail escalator outages and PATH-NJ Transit ticketing confusion during cross-honoring periods are examples. They say he investigated and communicated the solution in each case.
When an issue is reported, Beaumin rides the system himself, which is unusual for large agencies. He said verifying complaints in person helps him determine if a problem is widespread or specific. From Dunellen to Wood-Ridge and even Summit and the Port Authority Bus Terminal, his weekly commute takes him across the state. After confirming an issue, he meets with the affected division’s operations teams to brainstorm solutions.
Some solutions are obvious. He made his mark by listening to riders who said they often learned about construction delays late. In response, NJ Transit added a clear yellow warning symbol to its trip search features when planned work could affect a route. Already on the website, this change is coming to the mobile app. Riders no longer need to read pages of advisories to gauge trip impacts. He also simplified station posters about service disruptions, reducing text so passengers can understand updates faster, like social media.
Technology upgrades are underway. Beaumin confirmed that Newark and Hudson-Bergen Light Rail will soon offer real-time tracking, as requested by riders. Updates to the “My Bus” app will clarify vehicle locations. He also improved late-night access to Newark Penn Station during cleaning operations, fixed signage issues in Atlantic City and Trenton, and helped Lindenwold riders transfer between PATCO and NJ Transit trains. Under his leadership, riders’ long-standing complaint about closed rail cars is getting more attention.
These incremental efforts reflect a shift in commuter concerns management. He communicates transparently and takes issues seriously, even with an agency known for slow response, according to riders. Although reshaping a system as large as NJ Transit is a long-term challenge, Beaumin’s first year of advocacy shows that behind-the-scenes progress is being made. Many riders are unaware of his role. His role may become more familiar and essential to thousands of New Jersey commuters with more visibility and improvements.
