Blog: Service

Vineyard Fast Ferry survival guide & review

For those who can't or don't want to drive, it's not easy to travel from New York to Martha's Vineyard. Other than flying, which is pricey, the Vineyard Fast Ferry, which runs between Quonset Point, RI and Oak Bluffs, MA, is an appealing alternative.

The ferry advertises convenient connections to Amtrak, and even posts schedules showing the best connections. A taxi service, Little Rest Limo, takes passengers directly between the two. Unfortunately, the connection information is misleading, often leading to frustrated passengers who miss their trains or ferries.

I've taken this route several times in the past, usually without a hitch. But yesterday, the advertised train connection was too short to realistically make, and since it was a holiday weekend, we arrived at Kingston at 1 pm having just missed the 12:41 train and every Amtrak train to New York sold out until 10:41 pm that night. Fortunately, there were a few seats available as far as New Haven, where we could take the Metro-North commuter rail to Manhattan.

Therefore, if you are thinking about taking the Vineyard Fast Ferry, here are a few tips to keep in mind.

  1. The ferry is always a little late.

    The schedule shows the trip taking an hour and a half, but this isn't true. Even when the ferry leaves right on time and doesn't encounter any difficulties, it still really takes about an hour and 45 minutes. Going to the island this isn't a big deal, except tell your family or friends picking you up to save themselves the wait and show up 15 minutes later.

    But when trying to make a train, don't expect the ferry to dock when the schedule claims. Plus, it takes time to unload the ferry, check everyone in for the vans, etc.

  2. The taxi takes longer than they say.

    The Web site says that the station is only 15 minutes from the ferry. And some of the other passengers on my trip yesterday reported that the ferry personnel were claiming the trip could be made in 15 minutes. This might be true mid-week in the middle of the day. But there are many small roads and traffic lights along the way, and often traffic. Expect the trip to take 25 minutes, or more on holiday weekends.

  3. Pick a ferry with a 1½ hour connection time.

    The ferry's site lists the best connecting train to each ferry. Most of them leave 1½ hours to connection (for example, on the mid-summer schedule, 18 out of 22 northbound trips per week give 1½ hours or more, though only 11 of 21 southbound trips do), but unfortunately, the trips most likely to be crowded, like the Friday 4:30 ferry to the Vineyard or the Sunday 10:30 or 3:30 ferries back to the mainland, have the shortest connection times. (Northbound means from NYC to the Vineyard, though the ferry really travels east and slightly south. I'm using the terminology to match their train schedules.)

    Northbound, it's not uncommon for Amtrak to run an hour late. Southbound, the vans often sit at Quonset for up to half an hour just to wait for everyone to get off the ferry and get sorted out. An hour and a half connection time is pretty safe, though not 100% safe (Amtrak is occasionally more late, and the ferry sometimes runs into trouble).

    It's okay to book a shorter connection time, but just be aware. If it's an off-peak time, like mid-week, your chance of making it with an hour connection is pretty good. Just make sure you have a contingency option (see the next tip).

  4. Northbound, leave extra connection time if you're trying to make the last ferry.

    If you go up in the morning and miss your ferry, it's not great, but not so terrible - there's a building you can wait in for the four hours until the next ferry. You should be able to get on the next ferry since capacity isn't so tightly restricted.

    But if you're on the last ferry and miss it, then you're stuck paying $100+ for a taxi to New Bedford for the ferry there.

    If your train is really late and you're on the last ferry, ask the conductor if you can pay to stay on the train one more stop to Providence, which is a lot closer to New Bedford, or even just to Boston, where you could spend the night and then take the bus in the morning. This is a last-ditch contingency, but it's much better than being stuck in the middle of nowhere in Rhode Island.

  5. Southbound, consider booking the next later train on holiday weekends.

    If your connection time is tighter and/or it's a holiday weekend, it's not that terrible to miss the train because there's another one two hours later. Almost all of the time, there's room on that train - Amtrak trains don't usually sell out. But they do on holiday weekends, and you don't want to show up at Kingston station (a small building with nothing around it) and then find out the next train has no space.

    Therefore, during the busiest weekends, I recommend booking the next train two hours later instead. If you make it in plenty of time, you can change your ticket to the earlier train. You might have to wait longer while everybody else hops on the train, but it's insurance against the worst case scenario.

  6. The ferry occasionally doesn't run in bad weather.

    The ferry goes really fast, but can't travel in really choppy water. When this happens, the Vineyard Fast Ferry company will arrange alternate transport from Quonset, but it could take a few extra hours. So decide whether you'd rather try to stay on the train to Providence and get a taxi to New Bedford (but call and make sure the New Bedford ferry is running), or if you have family or friends in Boston, to continue all the way there and take the bus to Woods Hole, which is much less weather-prone (the main ferry from Woods Hole uses huge car ferries which don't feel the waves nearly so much).

With all these contingencies, it might sound really scary to take the Vineyard Fast Ferry. It's not, and I'm going to continue using them. If you just choose ferries that have 1½ hour connection times, then you'll make the connection almost all of the time, and in the few other cases, you can simply take the next ferry or train.

Ideally, Vineyard Fast Ferry will adjust their schedule to eliminate the nasty 40-minute connection times on Saturdays and Sundays and other risky too-short connections. Or if they can't do that, they should at least recommend people book the next train to get an extra 2 hours of buffer time. Until then, consider linking to this post so that more people can find this survival guide and avoid the risk of being stranded in sleepy maritime Rhode Island.

posted on Jul 9, 2007 1:34 pm (comment)

Retail size insanity

Nordstrom is one of my favorite department stores, with some great long sleeve shirts in their "The Rail" department. Unfortunately, when a new set of shirts comes in, they seem to get about one small, three mediums, ten larges, and ten extra larges. Which means by the time I get to see them, there is probably not a small left, and frequently no medium either.

Yesterday, I had occasion to go there after driving to Paramus to buy some (ok, 60) glasses at IKEA. I then hit JC Penney, which was even worse: at one rack which was far from atypical, there were 17 shirts, of which 11 were large, and the rest medium and extra large (and the mediums in that brand were pretty big).

Retailers aren't dumb - they employ a host of techniques to entice a few more dollars from shoppers, from the appearance and layout of the store to the music and smell. I realize that most American men buy large or extra large. But still, if a store regularly has many larges available and no smalls, wouldn't that mean they are buying too many larges and not enough smalls?

Is this an intentional decision on the part of the store? Maybe people will buy a shirt that's too large but never too small (I sometimes buy a medium if I really love a shirt and that's the smallest available size). Maybe they are buying the same numbers at all stores, and in urban areas the people are thinner?

Interestingly, French Connection (fcuk) seems to have more plentiful small sizes. Are they buying for a more European size range? But that would suggest that the stores aren't planning effectively for their local clientele, which I find hard to believe. On the other hand, maybe retailers aren't as smart as we think - at one Urban Outfitters recently, the clerk had to call other stores by hand just to find out the price of one item which was missing a tag, because they had no computer inventory.

posted on Jun 9, 2007 3:59 pm (comment)

RIAA wins Worst Company in America

Whether you think downloading music online is destroying the musical arts or saving them, it's clear that the tactics of suing their customers has had major negative PR consequences for the recording industry. The Consumerist recently ran a "Worst Company in America" contest, RIAA was the big winner loser.

Beating out such customer service disasters as U-Haul and Verizon, and hated representatives of profiteering run amok like Wal-Mart and Halliburton, the RIAA entered the tournament as the top seed and won by the greatest margin in each round. In the past few years, the RIAA has managed to rise above a competitive field to become the most hated organization in the popular consciousness of savvy online consumers.

posted on Mar 20, 2007 9:31 am (comment)

American's problem

Airlines are regularly measured on their on-time performance - how many of their flights arrive on time - and various other metrics, but less often is there a discussion of failure modes, the ways in which the system most often breaks down. In software engineering this is a common thing to evaluate. It's great if a piece of software runs fine most of the time, but we need to look carefully at when it breaks down and why.

One terrible failure occurred on New Year's Eve in Austin, when bad weather at Dallas forced a flight from San Francisco to Dallas to redirect to Austin. The flight had already been delayed in San Francisco, and as it waited in Austin, American's managers decided to let flights from Austin take off ahead in order to keep more of the schedule on time. As a consequence, the passengers on the delayed Flight 1348 had to sit for eight hours with toilets overflowing, no food or water, and other nightmares.

This is an extreme example of American Airlines' most common failure mode. When a plane is delayed, factors often pile up more and more to make it even later. They have cut staff so close to the bone that any delay causes a shortage of the personnel needed to get the plane to its destination. Last week, I was on a flight from San Francisco to New York which had to wait about 30 minutes for a minor maintenance fix. This is common for flights, but then once we were ready we had to wait another 40 minutes just to get a crew to push the plane off the gate. Then when we arrived in New York an hour late, there was no gate crew ready for us on the other end either. This has happened to me countless times on American and much more rarely on other airlines.

In addition, the focus on on-time performance in the statistics leads managers at American to often prioritize delayed flights behind later flights that aren't delayed, as happened in Austin with Flight 1348. This improves the stats but often at the cost of very unhappy passengers who endure huge delays. A few years ago, I was on a flight from LA to JFK which had to wait three hours on the ground in New York due to no available ground crews. After we had waited an hour or so, the pilot announced that we would have to wait longer because international flights were landing and American was prioritizing them ahead of us since they had to turn around and take off again. A simple delay kept growing and growing.

The article explains, "After years of cutting staff, carriers are less capable of handling crises - from not having enough telephone reservationists to handle calls, or extra bodies to empty toilet tanks, to spare pilots and flight attendants to help out when delays stack up. Congestion in the air and at airports exacerbates the messes caused when storms hit." Again to compare to software engineering, computer science usually analyzes the worst case running time of an algorithm first and average running time second. It's too bad airlines don't do this. I'd like to see airlines publish statistics on the number of delays that compound into additional delays due to staffing problems. Maybe then they would have an incentive to be more flexible. In the meantime, I'll fly JetBlue over American, which at least in my anecdotal experience, seems much more able to mobilize to overcome problems rather than letting them spin out of control.

posted on Jan 23, 2007 12:32 pm (1 comment)

From New York to Martha's Vineyard, possibly via Warwick

Providence's T.F. Green airport is a 15 minute drive from downtown Providence, but it is directly adjacent to the Amtrak tracks where trains from New York to Boston pass every day. Imagine if there were a stop there, so train riders from the north and south could connect to flights to a variety of destinations, or rent cars to drive to the many seaside towns in Rhode Island and Cape Cod?

The State of Rhode Island has been thinking this for quite some time. For years, the T.F. Green airport Web page has said "until the Warwick station is built..." But no station had been built. Last month, Rhode Island broke ground on the station at long last. And having MBTA trains, which currently run to Providence, extended to the airport would make it easily accessible to millions from Boston and points south, relieving congestion at Logan.

But transit riders from New York and Connecticut may not be so lucky. According to the Providence Journal, Amtrak refuses to stop at the airport. Apparently, Amtrak wants the area around the station built with extra tracks so that Amtrak's trains don't get blocked behind other trains. It's not clear whether, absent the tracks, the Regional trains will still stop there, or no trains at all. Right now, Regional trains stop at many little tiny stations, like Kingston, RI, that certainly don't have four tracks.

If Regionals stop but Acela Expresses bypass the station, I can understand that - most customers are traveling between the major cities, and Amtrak needs to keep the running time as quick as possible. But if Regionals don't stop there, that is just ridiculously brain dead.

I found out about the station in the context of transferring at Providence en route from Martha's Vineyard to New York. The Vineyard is pretty easy to get to from Boston: a 1½ to 2 hour drive, or a 2 hour 20 minute bus ride, plus a 45-minute ferry. But how to get there from New York City?

Read more...

posted on Aug 10, 2006 8:26 pm (3 comments)

Central Parking sucks

Josh Marshall, author of Talking Points Memo, had his car stolen from a Central Parking lot recently. Apparently they left the key in the car, and simply allowed someone to get in the car and drive out without demanding the ticket.

Mistakes happen, and it's not necessarily cost-effective to install proximity card security gates at every lot. But Central Parking seems to have chosen to deal with their lapse by refusing to respond to calls. After repeated complaints by Josh and his wife, they decided to claim the car wasn't worth very much, partly because it had scratches on the side - only the scratches were there because Central Parking employees had hit it with another car a few months ago!

I have also had firsthand experience with Central Parking's customer non-service, though not nearly to the degree of Josh's. When I lived in Hoboken, the garage in my building was managed by Central. The month before I moved out, they accidentally charged me twice for one of the months. I called to get it reversed and to cancel (since I was moving out), but every time I would reach a human, they would transfer me to a voicemail box that had no name (the message would say "I'm sorry, is not available") and from which I would never receive a call back. Once I got a call from someone named Carmen, who left a message, and then never returned another call. After leaving repeated messages over the course of several weeks, none of which were returned, they automatically charged me for yet another month.

In desperation I tried opening a customer service ticket on their Web site, which got an immediate response - but just "someone in Accounts Payable will follow up and call you" which never happened. Fortunately, the person closing the ticket did include a contact person's name and phone number, Joe Mula, who did indeed answer the phone when I called. His assistant, the aforementioned Carmen, then followed up once, at which point I discovered she only had processed the refund for one of the two spurious charges. Carmen continued to not return phone calls as I tried to sort out the confusion, until one day magically the correct refund arrived in my mailbox.

I now park with Icon Parking, another company with hundreds of garages around the city. So far they've been better. Though now it makes me think: how easy would it be for a thief to steal my car?

posted on Jul 28, 2006 11:52 am (4 comments)

Evite annoyance #92

Sending out Evites where the name of the hosts is something that gives little to no clue as to who is throwing the party, like "Joe, Bill, and Dave" or "Super Dude and the Amazing Princess". It's hard to decide whether to come to your party if I can't figure out who you are!

posted on May 1, 2006 11:49 pm (comment)

Evite, why art thou so annoying?

Email. It has a To: line, a From: line, a Subject:, some other headers, and a message body. Inside the message body is where the information goes that the sender wishes to convey.

Except when that email is sent by Evite. When Evite sends an invitation on behalf of an individual, it deliberately omits the actual details of the event, I presume specifically for the purpose of forcing the recipient to go to the Evite page, where they can be assailed by Evite's advertising.

It would be far more useful to both the sender and recipient of the invitation if the invite simply contained the pertinent details. Yet it does not. This may be rational behavior on Evite's part, though it's too bad no real competitor has emerged since then able to offer this most obvious of improvements.

Friendster is even worse, actually, when someone leaves a message for you on their service: Friendster then sends you an email saying "You have received a Friendster message from " with a link to the message. If I have a message from that person, why oh why can't you simply send it to me?

posted on Feb 22, 2006 11:34 pm (1 comment)

Unexpected vindication by mail

When I lived in Mountain View, California, Mike and I shared a corporate apartment owned by AvalonBay, a large national real estate owning company, and run by some very greedy management. Upon the second renewal of our lease in 2001, the real estate market was on the verge of collapsing; rents were stagnant had not yet fallen. It was against this backdrop that the leasing office decided to insist on a rent increase to a level that seemed unsustainably high. But with the hassle of moving, Mike and I decided to pay it anyway, until we discovered that the company was also slipping a new provision into the lease, a clause that would make it much harder, and far more expensive, should we need to break the lease. Clearly, they were trying to lock as many residents into high rents before prices came down (and down they indeed came - later renters in the same apartment compex paid two-thirds as much less than a year later, prices which persist even today).

When we moved out, the management office delivered the third and worst greedy act: they kept a substantial portion of our security deposit, claming that they were entitled to deduct the cost of cleaning the apartment and restoring it to top condition for the next renter. We hadn't inflicted any unusual damage, just normal wear and tear, but they kept the money nonetheless. In fact, the renewal contract we ultimately refused to sign, the one with the abhorrent lease-breaking penalties, also had a provision stating that cleaning and repainting upon move-out would not count as "normal wear and tear."

It was wrong, and illegal, to keep the deposit, but we were so tired of dealing with the greedy management and the sum relatively small that we did not push the issue.

Five years and four apartments later, I receive a notice in the mail that another resident, a Julie Ko, filed and fought a class action lawsuit against AvalonBay for this very same illegal practice in apartments throughout California during a period of several years. (Pretty impressive that they managed to track me down!) According to the notice, AvalonBay and Ko reached a settlement deal in which all of us get a small amount of compensation. The money isn't all that much - it doesn't equal what AvalonBay originally withheld and in any case was not a huge amount in the first place - but it is really nice to see a big, greedy, company, which implemented rules to screw their tenants unethically and illegally, taken to account and forced to make restitution. Class action lawsuits really can work!

posted on Feb 17, 2006 11:28 pm (8 comments)

Hotel alarm clocks and other annoying things

You check into a hotel after a long flight. You've been traveling all day and want nothing more than to crawl into bed. The last thing you want is to encounter an inscrutable alarm clock that requires at least six different buttons to set the alarm, and of course the hotel doesn't include the instructions.

Yes, there's the wakeup call, but I've answered the phone and fallen asleep again in the past, so I want the extra alarm. But for some reason some hotels don't think it's important that they select an alarm clock that's easy to operate. The most common IQ test masquerading as alarm clock I've encountered is the Sony CD Dream Machine.

At the hotel where I stayed in San Francisco this past week, there was an even worse one, but magically they replaced it with something else during my stay! But this clock took me 10 minutes to figure out how to set the alarm, and then it never went off after all - even though it had gone off the previous day at 6 am when I *didn't* try to set it, it had no obvious indication of whether it was on or off.

Runner-up dishonorable mention for user experience of the day goes to Evite. When someone sends me an invite, I get a completely useless email whose only function is to get me to click to the Evite page so they can show me ads. It doesn't put any of the details of the party in the email, so in order to find the Evite later I can't search for the date or location or anything like that, only the first name of the person who sent me the invite (but not their email address, since Evite uses info@evite.com as its From address). And then Evite actually goes down from time to time, making it completely impossible to get any party details whatsoever. It seems like someone should be able to build a better invite system (it's not exactly complicated) and find a better way to pay for it.

posted on Apr 22, 2005 12:51 pm (comment)

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