News Summary

A Massachusetts Senate committee, led by Senator Mark Montigny, is investigating the South Coast Rail project due to numerous service complaints including delays and cancellations. Staffing shortages at the MBTA and Keolis are major contributors to these issues, prompting the committee to require detailed responses from officials by May 2. With fines already incurred and safety concerns raised, the MBTA is looking to improve service and ensure strategic planning for transit disruptions.

New Bedford, Massachusetts – A Massachusetts Senate committee, led by Senator Mark Montigny, has initiated an investigation into the operational challenges facing the South Coast Rail project, which began service on March 24, 2025. The inquiry comes in response to numerous complaints regarding delays and cancellations that have plagued the new transit line since its launch.

Montigny expressed dissatisfaction with the committee’s prior response to the operational issues, deeming it inadequate and lacking specific assurances for riders. The focus of the investigation centers on staffing shortages reported by the Massachusetts Bay Transportation Authority (MBTA) and Keolis, the company responsible for operating the commuter rail service. These shortages have been cited as significant contributors to the current service disruptions, with passengers frequently enduring delays of 20 minutes or longer. In some instances, trains have been replaced with buses, extending travel times up to three hours on weekends.

As part of the investigation, Montigny has set a deadline of May 2 at 5 p.m. for Keolis and MBTA officials to respond to 15 specific questions regarding their staffing and operational readiness. Among these inquiries is a request for clarification on when Keolis confirmed its preparedness to operate the Fall River/Bedford line prior to the service’s launch.

Observers have raised serious concerns about service interruptions, particularly instances where passengers found themselves stranded due to unexpected cancellations. This situation has been labeled an “unacceptable error” and has raised potential safety issues. In light of these challenges, the committee has the authority, under state law, to summon witnesses and demand documentation for review.

Earlier statements from MBTA General Manager Phil Eng indicated that the agency would hold Keolis accountable for its staffing deficiencies. Eng acknowledged that Keolis has struggled to meet federally mandated training requirements, which has contributed to the ongoing operational problems. In response to these challenges, Abdellah Chajai, CEO of Keolis Commuter Services, stated that efforts are being made to enhance staffing levels, projecting an increase from the current 54 qualified conductors to 65 by early June.

Since the South Coast Rail service began, Keolis has incurred fines exceeding $51,000 due to service disruptions attributed to staffing shortages. To help alleviate frustrations among riders, the MBTA has implemented free weekend rides on the new rail line. Furthermore, discussions among officials have spotlighted the complexity of the federally mandated training schedule as a leading factor in the current staffing shortfall.

Eng emphasized the critical need for effective strategic planning regarding bus services, which must be capable of complementing the train service, especially during peak disruption times. The South Coast Rail aims to connect southeastern Massachusetts directly to South Station in Boston, marking the first rail line serving the region in over 65 years. The line features two branches—one running from Fall River and the other from New Bedford—which converge at a new station in East Taunton before aligning with the existing Middleboro-Lakeville line.

The overall travel time for the new service is approximately 1.5 hours from end to end, with free service options designed to encourage usage. Local officials and riders have expressed a mix of anticipation for improved transit options and frustration regarding the ongoing operational hurdles that have accompanied the new service.