Audit of the Skyline Operations

from Honolulu City Auditor, Feb 27, 2025 (excerpt)

We found that despite a favorable reliability rate of 99.2 percent, ridership on the Skyline rail system has fallen short of expectations, with a 77 percent decline from its opening in July 2023 to December 2023. This decline is attributed to several factors, including limited service area coverage, inadequate operating hours, and insufficient integration with other transportation modes. Additionally, public transportation commuters face disproportionately longer travel times compared to solo drivers, diminishing Skyline’s appeal as a commuting option. Lastly, marketing efforts, including social media campaigns, have been less effective compared to peer transit systems, resulting in missed opportunities for collaboration with  local events and businesses. Despite generally positive rider feedback on the overall experience, concerns persist regarding limited payment options, insufficient station amenities, and the need for extended operating hours. These challenges highlight the need for strategic changes to improve ridership and enhance the system’s overall performance.

We also found that Skyline stations provide accessible rail cars that meet design standards; however, the surrounding areas present safety and usability concerns that undermine the accessibility goals of the Americans with Disabilities Act (ADA) and local pedestrian access guidelines. Furthermore, DTS is responsible for the multimodal movement of people and goods on roadways which includes riders getting to and from surrounding areas including bus stops, pickup areas, and crosswalks. Observations conducted at Skyline stations revealed a variety of hazards, including trip hazards, poor sanitation, and insufficient infrastructure for individuals with disabilities. These issues not only pose safety risks but also increase potential liabilities for the city. To ensure equitable and safe transit access, the department should address the gaps in compliance and infrastructure surrounding these stations.

Lastly, we found that in its effort to create a multimodal system with Skyline, DTS did not include multilanguage information when changes were made to existing bus routes that were used by people with Limited English Proficiency (LEP). As the agency overseeing Honolulu’s multimodal transit system, DTS is obligated to ensure equitable access for LEP individuals. Despite this mandate, Skyline lags behind TheBus and TheHandi-Van in providing comprehensive multi-language resources. Barriers to riding Skyline increased as a result of not having multi-language resources and people with LEP may have difficulty using Skyline. Because other transit agencies such as TheBus and TheHandi-Van feature multilanguage tools, Skyline should also include multi-language resources for people with LEP.

The audit report makes ten recommendations to DTS to improve current Skyline operations.

DTS provided general comments in response to the findings and recommendations. DTS will review and take into consideration all recommendations in the report and strive towards implementation and improvement of Skyline operations….

read … Full Report

SA: City audit finds Honolulu’s Skyline falls short of expectations