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2011 Holiday Card | Message from our General Manager

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A Message from General Manager Joe Casey

The holiday season is always a time to reflect on the accomplishments of the past year and to prepare for the opportunities and challenges the New Year will bring.

In 2011 dozens of station and facility renovation projects were completed; we received new vehicles for our fleet; introduced new technology tools that provide enhanced access to system status and trip planning information; we reconfirmed SEPTA commitment to be a regional "green" partner with new innovations in sustainability and resource management; and we expanded our customer service outreach and programming.

The ARRA Stimulus program made it possible to advance 32 construction projects around the region. Many of these initiatives were completed this past year including the Darby Transportation Center; Croydon Station on the Trenton Line; station, track, power, and signal improvements on the Route 101 & 102 Trolleys; a new station building at Fox Chase - designed in accordance with Silver LEED (Leadership in Energy & Environmental Design) certification standards; rehabilitation of the Folcroft Station on the Wilmington/Newark Line; Bridge Rehabilitation Projects on the Lansdale/Doylestown Line; and Station Improvements on the Chestnut Hill East and West Regional Rail Lines. Construction is nearing completion on two Broad Street Line improvement projects at Spring Garden and Girard so we will usher in 2012 with new stations complete with elevators, vibrant permanent art installations, and other customer amenities.

Also during the year, we took delivery on additional buses including the energy efficient hybrid buses, buses for our CCT Connect service, and the first of the Silverliner V cars were welcomed into our regional rail fleet.

On the Sustainability front, we're demonstrating the being green is not just a slogan - it's a way of life and a way of doing business for SEPTA. We are extremely proud to have earned an Energy Star Award for our headquarters building at 1234 Market Street. We expanded our recycling program at stations, and invested in emission reducing technologies for the vehicles that serve our customers as well as for our maintenance locomotives.

A host of new technology tools, designed to make it easier for customers to get service and real time information, were introduced including TransitView, customized Twitter feeds for individual routes, and Transit schedules by SMS Text Messaging. With the growing popularity of Social Media, SEPTA launched a Facebook page that showcases the lighter side of the Company and our employees.

We welcomed a record breaking number of customers onto the SEPTA system and established new partnerships and strengthened existing relationships with stakeholders, community organizations, and elected officials committed to a vital regional public transit system. Just in time for Welcome America 2011, we launched a new Visitors on the Go program that highlights the wealth of sightseeing and leisure activities available in our great region and the ease of getting to these destinations using SEPTA.

In 2011, our employees and the system weathered many storms of all types and continued to deliver service during major events and celebrations.

Our employees have been working to make excellent customer service a daily experience for riders and I am pleased to say that you've noticed. Everyday we receive hundreds of calls, letters, and emails commending our staff and you've also read about SEPTA employees who delivered outstanding customer service, took brave actions to aid both riders and non-riders in emergency situations, and generously helped neighbors and community members in need including our heroes who saved a motorcyclist from a terrible crash in front of our Wyoming Avenue facility and one of our Operators and a Transportation Director who did incredible detective work to help return a large sum of money that a customer left on a SEPTA bus.

In the coming year we look forward to advancing new programs and initiatives that will enhance the value of SEPTA service for our customers and I look forward to introducing you to more employees who exemplify our model for excellent customer service. The new payment technology project will be advancing, we have some exciting changes planned for our website along with new real time tools, and I am pleased that SEPTA will be hosting a Sustainability Workshop for transit professions from around the country. Since our 2009 Customer Satisfaction Survey we've been working to raise the bar even higher to try and exceed the overall satisfaction rating - 7.9 (based on a scale of 1 to 10). In 2012 we will be conducting another survey and we look forward to reporting to you on these results.

I want to thank everyone who supported SEPTA in 2011. I wish you and your loved ones a joyous holiday and the best for 2012.