London Transit Commission aims to launch online booking for paratransit in 6 months

The London Transit Commission (LTC) has set itself a six month deadline to launch an online booking system for paratransit users, four years after it first said it would study its feasibility.

General Manager Kelly Paleczny said Tuesday in an interview on London Morning that she anticipated it wold be in place by the summer. 

"We're hoping within the first six months of 2024, but that obviously depends on the availability of the whatever software provider we go with, and that schedule. But we're hoping to have it done within the first six," Paleczny said.

Users currently book trips over the phone, a process that has repeatedly been criticized as ineffective and unreliable.

The public transit commission said in its 5-year accessibility plan released in 2020 that it would look at the impacts and the issues noting that it had received "significant feedback...with respect to dissatisfaction with the ability to book trips and the time spent waiting in the queue when calling to book a trip."

Paleczny said there have been delays setting up an online booking system because the initial software company chosen was sold twice and is no longer being supported.

"They're no longer providing enhancements to that software. The online booking piece, as well as the live vehicle tracking were two components that we were waiting for to be implemented. That's not possible now, so we're in the process of replacing it," Paleczny said. 

The LTC is asking for an additional $42 million over the next four years to improve service, including adding electric buses to the fleet. Paleczny said if approved, it would mean a 34 per cent increase in service for paratransit.

"Paratransit is broken," said Courtney Patrick, operations coordinator with PHSS, an organization that works with approximately 300 Londoners with disabilities and high care needs. 

"There's a constant worry that they're not going to make it to where they need to go. They also need to get up very, very early to make bookings, which is also needs to be made three days ahead. So very little spontaneity," Patrick said.

CBC News has spoken to numerous Londoners over the years about their concerns with paratransit services, including a man who was hit by a car crossing Southdale Road to get to his bus stop. Others have also detailed having to take taxis or being left stranded when the bus doesn't arrive. 

"I don't disagree that we're still not able to meet meet the demand that's in the community," Paleczny said.

She notes there are now 49 paratransit vehicles on the road, contracted out to Voyago, up from 39 in 2019.