My experience with these type of issues is that CT don't keep expectations in check. IT'S A COMMUNICATION ISSUE. When you start dumping people by the hundreds telling them shuttle buses will take them downtown, you sort of expect that those buses are waiting, or on their way. But, that is never the case, the response takes an hour. If that's what it takes to pull drivers off regular routes, etc, that's fine but leave the hundreds of customers with realistic expectations to alert their employers, family, etc.
Perhaps the messaging should be more like "We are implementing a plan to get you on your way, please be patient and we should have buses out to pick you up within an hour." Might sound shocking at first, but experience tells me that's realistic.
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