Local
Metro operator’s Redskins celebration causes complaints
By: Taryn Luntz
Examiner Staff Writer
October 3, 2008
A Metro operator’s Monday morning attempt to celebrate the Redskins’ win over the Dallas Cowboys offended riders who heard him equate turban-wearers with terrorists over the train’s loudspeaker system.
“Don’t be afraid if you see a bunch of people wearing towels on their heads today,” the Orange Line operator said to a train full of people, according to riders. “They’re not terrorists; they’re with the Dallas Cowboys. Go Redskins.”
Athletes whose teams are nearing defeat can often be seen throwing towels over their heads as they slump on the bench. But the allusion to the derogatory term “towelhead” for people who wear turbans, and the implication that they are terrorists, offended at least two riders, who lodged complaints with Metro.
“Based on information received from customer complaints, the operator’s comments were inappropriate,” Metro spokesman Steven Taubenkibel said. “We take each and every complaint seriously at Metro, and we sincerely apologize to anyone who was offended by the comments.”
The transit agency has identified the operator in question and is investigating the incident, he said.
Metro officials are evaluating whether he violated the employee code of conduct and are reviewing his record to determine the appropriate punishment, Taubenkibel said.
Metro’s rules do not limit train operators to making scripted announcements or prohibit them from making jokes or speaking casually.
The transit agency has in fact been encouraging employees to be friendlier and more communicative as part of an effort to improve customer service.
“Over the last few years, operators have been given some leeway in how they communicate with customers during service disruptions,” Taubenkibel said.
Metro is in the process of updating its employee rulebook and will include information governing the type of announcements rail operators can make in the new edition, he said.
“Don’t be afraid if you see a bunch of people wearing towels on their heads today,” the Orange Line operator said to a train full of people, according to riders. “They’re not terrorists; they’re with the Dallas Cowboys. Go Redskins.”
Athletes whose teams are nearing defeat can often be seen throwing towels over their heads as they slump on the bench. But the allusion to the derogatory term “towelhead” for people who wear turbans, and the implication that they are terrorists, offended at least two riders, who lodged complaints with Metro.
“Based on information received from customer complaints, the operator’s comments were inappropriate,” Metro spokesman Steven Taubenkibel said. “We take each and every complaint seriously at Metro, and we sincerely apologize to anyone who was offended by the comments.”
The transit agency has identified the operator in question and is investigating the incident, he said.
Metro officials are evaluating whether he violated the employee code of conduct and are reviewing his record to determine the appropriate punishment, Taubenkibel said.
Metro’s rules do not limit train operators to making scripted announcements or prohibit them from making jokes or speaking casually.
The transit agency has in fact been encouraging employees to be friendlier and more communicative as part of an effort to improve customer service.
“Over the last few years, operators have been given some leeway in how they communicate with customers during service disruptions,” Taubenkibel said.
Metro is in the process of updating its employee rulebook and will include information governing the type of announcements rail operators can make in the new edition, he said.
