Winnipeg's Handi-Transit service 'so frustrating,' says rider

Some Winnipeg Handi-Transit riders say they want changes to the service, with at least one passenger raising concerns about long wait times and what she says is a shortage of vehicles to meet the demand.

Issues with Handi-Transit was one of the topics discussed at a meeting of the city's access advisory committee late Tuesday afternoon.

"One of the biggest problems we're having right now with Handi-Transit is scheduling and co-ordination of rides," said Mynarski Coun. Ross Eadie, who chairs the committee.

Eadie said other concerns have been raised about safety inspections, improperly secured wheelchairs and a shortage of qualified drivers.

Among those with complaints about Handi-Transit is Terry McIntosh, who uses a wheelchair and works downtown at the Independent Living Resource Centre.

"Dealing with Handi-Transit is frustrating, so frustrating," she said.

McIntosh says she relies on Handi-Transit to move around the city, especially in the winter months, but her recent rides have been late.

"They get so busy, Handi-Transit gets behind. I'm sitting outside in the cold for 20, 25 minutes, waiting for a ride to come," she said.

McIntosh added that even on weekends, she cannot always get a ride home with Handi-Transit.

"Sometimes you can get a ride there but not back, so then you have to try and get to use the regular bus to maybe get your trip back," she said.

McIntosh said she also believes Handi-Transit vehicles are not being used efficiently, recalling one time when she and a friend could not share a ride home, even though they live two blocks apart.

As well, she said passengers who cancel a Handi-Transit ride face "no-show" fees that can add up over time.

Scheduling issues being looked at

Eadie said city officials are working with Handi-Transit to address the scheduling issues.

"Handi-Transit has some kind of software that is not very good, and they're supposed to be implementing a new software scheduling … program," he said.

In an email to CBC News, a City of Winnipeg spokesperson said Handi-Transit has not seen an increase in complaints related to late pick-ups.

Handi-Transit currently has a fleet of 15 buses, 30 modified low-floor vans and 20 cars, with an extra five cars added for the winter. As well, a taxi service is under contract to deal with overflow requests that the regular fleet can't handle, according to the city.

"Handi-Transit receives an average of 1,700 trips requests per weekday, with less than one per cent of those trips not being accommodated," the spokesperson said.

"Factors that impact Handi-Transit's ability to accommodate all requested trips include: cancellations after trips have been scheduled, cancellations at the pick-up locations and peak demand periods.  Handi-Transit's ability to meet trip requests has not varied significantly in the last five years."

The spokesperson added that a vehicle's ability to stay on schedule depends on weather, road conditions, traffic, mechanical issues and other factors.