We have not been vigilant enough in monitoring fraud in the program. I think it's an important program to continue, to show good faith to our customers, but it's not going to be a giveaway.

164

We need to tighten up our procedures because there are a number of people out there scamming the system. But the first priority is improving performance. We'd love to be in a situation where we don't have to pay any refunds.

122

It is no secret that the MBTA is having financial difficulties, but what I do not want to do is have people that are cheating the system drive up the cost of that program to the point where I won't be able to afford it.

118