Text-Only Version Prepared by: TranSystems Corp. Medford, ma and: Planners Collaborative Boston, ma august 24, 2007 contents

• 
  4 people commented on the lack of accessibility at many of the Green Line stations;
  
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  2 people noted problems with the platform gaps in rapid rail operations;
  
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  2 people said that riders often are occupying priority seating and that the signs on these seats need to be more obvious;
  
• 
  1 person said that the doors on rapid rail cars malfunction frequently (only one-half of the double door opens) and that he is unable to exit when this happens;
  
• 
  1 person noted that construction at or in stations can be a hazard when navigating the system;
  
• 
  1 person commented on heavy doors at rapid rail stations and suggested automatic doors;
  
• 
  1 person commented on the lack of curb-cuts where buses drop-off riders at the Airport Blue Line station;
  
• 
  1 person said that the step risers on Green Line cars are high and that she has difficulty negotiating the steps;
  
• 
  1 person commented on the lack of accessibility at some of the rapid rail stations;
  
• 
  1 person commented that a TTY was needed at the public phones at the Savin Hill station.
  

• 
  5 people comments on the very long distances that must be traveled at commuter rail stations to get to and from mini-high platforms. One person noted that she misses buses at the Salem Station because she can not get to the bus pull-in area before the buses leave. She said longer wait times for buses connecting with commuter rail trains are needed to serve riders with disabilities;
  
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  3 people comments on the lack of accessibility at certain commuter rail stations;
  
• 
  3 people commented on difficulty navigating the platform gaps at commuter rail stations;
  
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  1 person said more tactile warnings are needed on platform edges at commuter rail stations;
  
• 
  1 person said that the variable message signs on the commuter rail service often don’t work;
  
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  1 person noted issues with safety and security at some rail stations and suggested better surveillance might make people feel more comfortable with using fixed route services;
  
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  1 person said the commuter rail schedules do not accommodate reverse commutes;
  
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  1 person said that in off-peak hours most cars are closed-off and it is a long walk through the train to get to and from the one car that is open. He suggested also leaving a car open closer to the accessible entrance at the stations;
  
• 
  1 person with an ambulatory disability noted problems with standing in long lines for tickets at North Station. It was also noted that some conductors on trains did not appear to be familiar with the policy to not attach a surcharge for tickets purchased on-board if purchased by a rider with a disability.
  

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  3 people said that the stop announcements on commuter rail are inconsistent. More consistent use of the PA systems and the addition of variable message signs were suggested;
  
• 
  2 people said better in-station announcements are needed on the Red Line to alter people to the different branches being served;
  
• 
  2 people said that the automated stop announcements work well – they are accurate and clear;
  
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  2 people commented on the lack of external announcements at stops served by more than one route;
  
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  2 person said the announcements on rapid rail trains are inconsistent and often not clear;
  
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  1 person said he felt that the poor location of PA controls on some Red Line cars is one cause of announcements not being clear;
  
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  1 person noted that on-train announcements at some stations needed to let riders know which side of the train to exit to get to elevators;
  
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  1 person said that information about shuttles around areas under construction are not announced adequately;
  
• 
  1 person said that stop announcements on buses had been very good in her experience;
  
• 
  1 person said the tone/bell at the beginning of announcements on rapid rail trains was much too loud and when sitting next to a speaker was “painful;”
  
• 
  1 person indicated that when they ask drivers to announce specific stops the drivers often don’t know where those stops are on the route.
  

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  4 people commented on the lack of bus schedules at rail stations and said that staff at the stations are not always helpful in providing information about buses;
  
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  2 people suggested maps of the area/neighborhoods at bus stops;
  
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  2 people said there is too much “sign clutter” and said simpler signs would be easier to understand;
  
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  2 people commented that the lack of etiquette and consideration by other riders makes it difficulty and suggested that more public service announcements related to disability issues be included in on-board and in-station announcements as a way to educate the public to disability issues;
  
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  2 people said schedules in Braille and large print need to be more readily available;
  
• 
  1 person said that inaccessible sidewalks are a major barrier to use of the fixed route service;
  
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  1 person noted that the public information phone line is not staffed at all hours of operation;
  
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  1 person said more public information on the new fare system is needed;
  
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  1 person said it would be better for riders if head signs on rapid and light rail trains indicated the end points rather than “inbound” and “outbound;”
  
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  1 person said more on-board and in-station announcements service conditions and issues would be appreciated by riders;
  
• 
  1 person said better public information on service changes was needed;
  
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  1 person felt that more input from riders with disabilities was needed in station design.
  

(Editor’s note: Data in the table is presented in the following order: Issues Raised; # of Times Mentioned)

Late pick-ups (particularly on return trips);28

Late drop-offs for appointments;18

Insufficient time allowed for trip;1

Inadequate dispatch support from dispatch for drivers;1

Incorrect trip information (wrong day, wrong addresses, PCAs and companions) ;6

Driver manifests don’t include rider-specific special instructions;1

MBTA policy regarding late trips (>30 minutes) is too long;1

Notice of lateness not given by vendors;1

Early vehicle arrivals for pick-ups;6

Very early drop-offs;3

Vehicle no-shows;9

Already booked trip not on file when rider calls back;2

Pick-up times change without notice to riders;2

Missed connections at pick-ups (drivers not making effort to locate riders);3

Drivers not waiting when they arrive early;1

Policy that vehicles wait only 5 minutes is a problem;1

Miscommunications between drivers and dispatchers;1

Long ride times;10

Circuitous routing causing long rides and late arrivals;5

Illogical routing, multiple vehicles for similar trips;1

Overcrowded vehicles, particularly when three riders using wheelchairs on-board;2

Lack of coordination between vendors on transfer trips;1

Times negotiated more than an hour from requested times;1

Very early pick-up times negotiated;2

Trips not available at the times needed;2

Scheduled ride times given not compatible with appointments;2

Difficulty scheduling rides, placed on “stand-by”;2

Difficulty getting rides after 6:00 PM;1

Can’t get subscription service for regular trips made less than 3 times per week;1

Difficulty getting through on the phone with dispatchers;6

Long hold times to get reservationists;1

Rude treatment by vendor staff (dispatchers, reservationists, supervisors); 4

Driver performance/attitude/professionalism and inadequate training; 5

Drivers refusing to allow service animals; 2

Unsafe (fast) driving; 1

Dispatchers not giving accurate information about trip status; 2

Riders left unattended on vans; 1

Drivers not securing riders who use wheelchairs properly; 4

Unsafe boarding practices, riders dropped off in unsafe locations; 2

Accommodating individual rider needs; 1

Drivers leaving windows open in the winter; 1

Long driver shifts (10-12+ hours); 1

Driver turnover, inexperienced drivers, pay issues; 3

Drivers not familiar with areas served; 2

Vendors understaffed; 1

Get inconsistent information from vendor staff on service policies; 1

Vehicle condition; 2

Rough ride on vans; 1

Chemical sensitivities due to vehicle cleaners/fresheners used; 2

Missing or faulty or dirty wheelchair securement equipment; 3

No real changes made in response to complaints; 2

Policy of requiring full applications to be submitted again for recertification; 1

• 
  11 people said that when they schedule based on an appointment time they are given pick-up times that are very early (60-90 minutes before the appointment time was often cited as too far ahead);
  
• 
  11 people said that the routing is circuitous and that they often seem to way out of the way rather than somewhat direct to their destination;
  
• 
  5 people indicated problems with the new automated call-back system. Four said that they do not always receive the automated call-backs giving them their scheduled pick-up times. Several indicated a preference to have their names rather than ID number used in the call-backs. Problems with compatibility with answering machines were noted. One person said there is a long delay when the phone is answered and that other people answering for her sometimes hang-up. One person said they get call-backs very late at night. This person also said she has requested that she not get call-backs, but they continue anyway. One person said the automated system used previously by GLSS and VTS was better;
  
• 
  4 people said that special pick-up instructions they give to the reservationists doesn’t seem to make it to the drivers. Drivers have noted that the information is not provided on the MDTs;
  
• 
  3 people said that their rides times seem to change and that drivers have times that are different from what they were given;
  
• 
  2 people said that problems develop when subscription trips are automatically cancelled on holidays;
  
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  2 people said that the schedules do not appear to leave enough time for drivers to get from point A to point B;
  
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  2 people said they were given pick-up times that were too close to their appointment times and were late to their appointments;
  
• 
  2 people said that when they call to check on their rides they are sometimes given the appointment time rather than the scheduled pick-up time;
  
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  2 people noted that vehicles still show up even after they call-in and cancel trips;
  
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  2 people said that when they call to check on scheduled rides they are only given the pick-up times and are not told the scheduled drop-off times. They felt it would be helpful to know when they are scheduled to arrive;
  
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  1 person said that common destinations need to be identified by their names as well as their addresses. He said many drivers may not recognize the address but now the name of the building or facility;
  
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  1 person noted that scheduled trips seem to sometimes “disappear from the manifest;”
  
• 
  1 person said scheduling seems to have improved in recent months;
  
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  1 person noted that there seems to be a problem with the automated system correctly handling 3-legged trips (i.e., scheduling from one appointment time to a second appointment time);
  
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  1 person complained about the compounding issues related to scheduling (i.e., a return trip being scheduled 30 minutes after the requested pick-up time then the vehicle showing up 30-45 minutes after the scheduled time, which means the pick-up actually takes place 60-75 minutes after what was requested);
  
• 
  1 person said that providers were sometimes exceeding vehicle capacities when scheduling rides;
  
• 
  1 person noted that her subscription trips worked well but individual rides were often unreliable;
  
• 
  1 person said she needs sedans and has requested only sedan service, but that vans will still sometimes be sent;
  
• 
  1 person said that multiple vans are sometimes sent to get people traveling between the same two points;
  
• 
  1 person said she liked the IVR system for checking on rides;
  
• 
  1 person said the on-line system for checking on ride times doesn’t seem to work;
  
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  1 person noted that the automated call-backs only give one time (pick-up time) and that the automated voice is not always clear;
  
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  1 person who uses multiple mobility aids said they had been told by the service provider that they had to chose one because they system could not accommodate them being listed with more than one type of mobility aid;
  
• 
  1 person complained that her trip requests were being negotiated by more than 30 minutes.
  

• 
  11 people said pick-ups were often very late. Very late pick-ups for afternoon return trips seemed to be a particular problem;
  
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  11 people said they were often late for appointments. Add-ons by dispatchers were cited as something that seemed to cause drop-offs to be late;
  
• 
  6 people said that very early drop-offs are a problem and that sometimes the facilities/programs where they are dropped off are not open at the time they arrive;
  
• 
  4 people said the on-board ride times were too long;
  
• 
  3 people said they had been stranded on return rides;
  
• 
  3 people said that phone hold times are very long when checking on late rides (afternoon) and when calling in the evening to check on pick-up times;
  
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  2 people said they have been made late for appointments by having to wait for other riders for a long time;
  
• 
  2 person felt that poor driver/dispatcher communications was a contributing factor to poor performance;
  
• 
  1 person complained about pick-ups being too early;
  
• 
  1 person said they sometimes miss rides because they are calling to check on the ride when it is late and the vehicle arrives while they are inside on the phone;
  
• 
  1 person said that last minute add-ons don’t give drivers time to plan-out changes to their routes;
  
• 
  1 person complained of very long waits at inter-region transfer sites.
  

• 
  10 people cited problems related to knowing their current balances. Five people said it would be very helpful to get periodic statements showing use and account balances;
  
• 
  3 people said they would like to be able to buy monthly passes like other fixed route riders. One person noted that because monthly passes are not provided to RIDE users their employers are not able to take advantage of federal and state commuter tax benefits;
  
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  2 people said it was not fair that two fares were charged when going a few communities away (across regions), while much longer trips within the region were only one fare);
  
• 
  2 people said that better public information on the new fare payment system was needed. One person questioned what happens to funds in an account when someone stops using the service or is not recertified as eligible;
  
• 
  2 people suggested that when trips show-up as being late in the automated scheduling system that the system automatically credit riders for the fares. One person added that a postcard telling the rider their account has been credited should then be sent;
  
• 
  1 person suggested that the MBTA should allow riders to pay by credit card (which indicated they were not aware that this was an option).
  

• 
  10 people commented that the drivers are good;
  
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  9 people complained that dispatchers give incorrect information when they call to check on late rides (e.g., “the vehicle will be there in 5 minutes”);
  
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  7 people said that most drivers are good but that new drivers don’t seem to know the area and get lost;
  
• 
  6 people complained about rude, insensitive and unprofessional drivers;
  
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  4 people said that drivers drive too fast or drive unsafe;
  
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  4 people said some drivers will not provide assistance to and from vehicles or with packages;
  
• 
  4 people complained of inappropriate securement of their wheelchairs. Three people felt that wheelchair securement was too loose or not done correctly, and one person said the securement had been done so tight that it damaged his wheelchair;
  
• 
  4 people said that some drivers speak very little English;
  
• 
  4 people said provider staff or drivers often give misinformation about service policies – two people noted being told there was no policy for fare reimbursement for late trips, while another person indicated they were told door-to-door assistance was not required;
  
• 
  3 people said drivers refuse to deviate from the schedule even if the schedule seems to make no sense. One person noted that drivers seem hesitant to request routing changes from dispatchers and suggested more guidance to drivers on how to best utilize dispatch;
  
• 
  2 people complained that drivers play radios loudly;
  
• 
  2 people said drivers sometimes leave the vehicles with no explanation of what they are doing and leave the doors open, which makes then feel unsafe;
  
• 
  1 person said that the dispatchers are sometimes rude;
  
• 
  1 person complained that a driver dropped them off and left them in an unsafe situation;
  
• 
  1 person said that drivers sometimes refuse to turn on the air conditioning because it makes them too cold.
  

• 
  3 people complained about securement straps being left on the floor and felt that was an unsafe practice;
  
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  3 people said that torso belts were missing from vehicles and also said that some of the torso belts in use were of poor quality;
  
• 
  2 people said that late ride cards were often not on the vehicles;
  
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  1 person said the seat backs on vans were not high enough to provide neck and head support;
  
• 
  1 person complained of heavy scents from cleaners on the vehicles;
  
• 
  1 person said the vans provided a very rough ride;
  
• 
  1 person felt that seats were too small for very large riders;
  
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  1 person complained that lifts sometimes malfunctioned on vans;
  
• 
  1 person said the flip-up seats sometimes fall down and hit her in transit.
  

• 
  3 people said that same day requests are often not accommodated, that same day changes to scheduled trips are sometimes not allowed, and felt that more same day service was needed;
  
• 
  2 people said that coordination with the Merrimack valley RTA was needed to allow for travel between the MBTA area and the Merrimack Valley. They cited similar arrangements with the Lowell and Brockton RTAs;
  
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  2 people said that designated pick-up spots needed to be created at large facilities to minimize missed connections;
  
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  2 people said that THE RIDE needed to be extended to other communities. North Reading and Wrentham were mentioned specifically;
  
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  1 person said additional same day flexibility was needed and said he would like to see a supplemental taxi program implemented;
  
• 
  1 person suggested giving same day service priority to medical trips;
  
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  1 person said it would be helpful if subscription service was allowed for trips made twice each week;
  
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  1 person had concerns with recent eligibility recertification efforts. Some riders reportedly were seeing their eligibility lapse because recertification applications were not submitted far enough in advance and reviews of the applications were not completed. It was noted that getting appointments with medical professionals to assist with completing applications can take a long time. It was suggested that recertification notices be sent out farther in advance and that postcards acknowledging receipt of applications be sent out;
  
• 
  1 person said the service should be expanded to include seniors and that seniors without disabilities could be served at a premium fare;
  
• 
  1 person suggested a premium service with a higher fare for more direct service for people traveling to and from work.
  

• 
  12 people said the service was good. Four of these people specifically said service was better in recent months;
  
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  7 people said that they do not receive responses to complaints, that they responses are not adequate, or that staff taking the complaints are rude;
  
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  2 people said that better public information and ongoing communications with riders was needed;
  
• 
  1 person expressed concern about emergency evacuation from vans;
  
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  1 person noted that they had been told that the phone lines to dispatch were not recorded;
  
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  1 person said that driver pay seemed to be very low;
  
• 
  1 person noted long delays in getting fare credits for late trips;
  
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  1 person said alternate times for AACT meetings were needed to allow people who work to provide input;
  
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  1 person suggested ID cards for THE RIDE with the ID number and other useful information;
  
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  1 person said that on weekends when the OTA central office is closed, providers are not able to get approval to override the computer system and that sometimes this is necessary. She said an OTA contact should be available 7 days a week. She also said public information on how to contact OTA was needed;
  
• 
  1 person said that many people were not aware of THE RIDE service and that the service needed to be advertised better;
  
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  1 person said that comment cards and late ride fare reimbursement cards are often missing from vehicles.