Customer Satisfaction in Transit: How VIA Achieved the #1 National Ranking

In this episode of Beyond the Bite, host Eddie Aldrete sits down with VIA CEO Jon Gary Herrera and VIA Board Chair Laura Cabanilla to discuss major transformations taking place at VIA Transit in San Antonio. The conversation explores how the agency is accelerating service improvements, particularly focusing on increasing bus frequency and redesigning routes to better connect job and education centers in a rapidly growing city. Laura Cabanilla highlights the board’s emphasis on strategic accountability, operational rigor, and fostering a culture shift within the organization to retain and attract talent.Jon Gary Herrera explains how the agency prioritized hiring new bus operators (drivers) to enable more frequent and reliable service, resulting in record-breaking increased ridership and improved efficiency for current and future VIA customers. The discussion also touches on innovative solutions like VIA Link, an on-demand rideshare-style service tailored for San Antonio’s sprawling geography, and how this model has become a national example for other transit agencies seeking more flexible and cost-effective approaches.The episode delves into VIA’s pursuit of advanced rapid transit infrastructure, specifically the Green Line and Silver Line projects, and the significance of recent successful federal grants made possible by local voter support for dedicated transportation funding. Aldrete, Cabanilla, and Herrera also unpack the ongoing debate on free fares, agency funding, and San Antonio’s role as an economic driver, emphasizing the importance of customer satisfaction, community partnerships, and sustainable transit solutions to support the city’s growth and future mobility needs.https://www.viainfo.net/https://www.viainfo.net/via-team/https://www.linkedin.com/in/lauracabanilla/https://www.linkedin.com/in/jongaryherrera/