Rider says Special Transit taking issue with his use of service
By Gillian Slade on October 31, 2017.
gslade@medicinehatnews.com @MHNGillianSlade Phone calls to passengers about how often they are booking Special Transit and the number of times they make changes to a booking has one rider concerned. Sean Macoon says he’s been told by a Special Transit manager who called him that he is being monitored. “That is ridiculous,” said Macoon, a quadriplegic who depends on the service to get out and about. Howard Snodgrass, general manager community development with the city, says passengers are contacted from time to time to discuss Special Transit matters. “Calls could be related to their system usage and or booking protocols. It is not necessary to limit individual trips,” said Snodgrass noting monitoring of the system is necessary to evaluate and improve operational planning. Special Transit requires bookings be made during working hours Monday to Friday. They must also be made at least 24 hours in advance. “Due to the nature of a shared ride system, same-day changes are not typically permitted due to the routes being planned in advance,” said Snodgrass. “Same-day changes if permitted create a domino effect and disrupt the pickup and drop-off times of other passengers.” Changes are not only being made by passengers though. Sometimes it is Special Transit that changes a booking, said Macoon. Trips are booked and confirmed then he will get a phone call to say Special Transit cannot pick him up as arranged. “Return trips are booked as close as possible to the requested time. Due to the nature of a shared ride system this is not always as close as the passenger would prefer,” said Snodgrass. The monitoring and changes to booked trips are not the result of cuts to the service. “There have been no cuts to the special transit service hours, buses or drivers,” said Snodgrass. 13
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