Para Transpo weighs pros, cons of move to online booking

Aproposal to bring Para Transpo'sride booking systeminto the digital age is being met with both excitement and trepidation among users who continue to struggle with long wait times.

Currently, Para Transpo users can spend hours waiting on the phone, even after calling as early as 7 a.m. to booka ride for the followingday.

At a public consultation Tuesday evening, many riders called foran online booking system to replace the outdated phone queue.

"At least you will be wasting less time to get limited service," said Anne MarieTodkill, who routinely books rides for her brother, who has developmental disability.

Serious concerns

But OC Transpo saysit needs to overcome some serious concerns before movingahead with an online booking system.

If there aren't the rides available, it's just the same problem as we're having all the time.- Brenda Cardillo, Para Transpouser

The transit service is concerned that if it moves to an online system, users who continue to book by phone will be left out in the cold. The agency needs to make sure available Para Transpospots aren't immediately snapped up by people using the more efficient online system, leaving those who are unable to access oruse a computerwithout a ride.

"We know that in some cases, customers who are reliant on Para Transpomay have those potential barriers that are compounded in a way other customers may not have," said David Pepper, manager of customer services for OC Transpo.

Frequent Para TranspouserJaquesQuesnel said he'sworried the existing phone service will suffer once an online system is introduced.

But OC Transpo officials at Tuesday's meeting vowed they won't sacrifice one service for another.

"We wouldn't let one suffer for the other," said Danielle Ritz, a team leader with OC Transpo's customer serviceand planning division.

More buses needed, users say

Regular Para Transpo users at Tuesday's meeting described being tethered to their phones every morning starting at 7 a.m.

Catherine Gardner, who uses a wheelchair and hasa service dog, said she had to upgradeher phone plan because she was spending so much time on hold.

Others said updating the booking system won't necessarily solve that problem, and urged Para Transpo to add more buses to its existing fleet.

"If there aren't the rides available, it's just the same problem as we're having all the time," said Brenda Cardillo, who has used Para Transpofor 26 years.

'Refusal rate' improved'

The city has improved its "refusal rate"on Para Transpo, which measures how often disabled transit riders are turned down for a ride. The rate dropped from 4.7 per cent in 2016 to 1.2 per cent in 2017.

But users said more buses and drivers are needed to keep up with growing demand for Para Transpo, and until the city makes a serious investment in the service it's not likely to improve.

The 2018 city budget was approved last month with $74.3 million set aside to replace and maintain mainstream buses, but no new investments for Para Transpo.

City staff have not decided to move ahead with anonline booking system yet, and there's no clear timeline for when they'll make that decision.