London Transit launches online paratransit booking, but not soon enough for some users

London Transit Commission (LTC) has started rolling out its long-awaited online booking system for paratransit users. 

After months of delay, at least 70 paratransit riders have received access to test out the online portal as weekly letters go out to more users to sign up, according to a staff report from May 9.  

"I think it's been helpful. There's definitely room for improvement, but it's a big step that we've waited a very, very long time to get, and this system is well overdue," said Londoner Natalie Judges, who is one of the testers for the system and has used it daily since April. 

"This kind of eases the pressure of not having to call in, as I know from personal experience of redialing multiple times to get through because the line drops and you get disconnected or just too many people trying to use the system."

The May 9 staff report said the organization anticipates "all letters will be mailed to existing registrants by the end of May," but the LTC's general manager Kelly Paleczny wasn't available to provide comment on Monday or share how close the transit service is to meeting the goal.  

The online program was supposed to launch in February but was delayed due to technical issues, which led LTC to open it up to users in batches while it continues testing out any glitches. There are more than 7,000 people registered with paratransit as of last fall. 

The email-based portal allows users to submit and modify booking requests, receiving a confirmation within 15 minutes if a ride is available or not. The new system also aims to accommodate more trips and passengers, allowing riders to check the status of their trips or make cancellations even if they booked over the phone. 

Similar to the telephone booking line, online paratransit rides are also booked up to three days in advance, including the day of. Judges said this is a "big flaw" and is disappointed that a three-day window doesn't allow users to plan ahead. 

"I thought they would bring priority to medical appointments that are booked months or years ahead," she said. "It would be nice to be able to book that trip in advance, just to ensure that you're not left without a ride or stranded."

Judges acknowledged it's a brand new system which will likely have issues that can be resolved over time, and she appreciates the ability to access it from anywhere through various devices. 

'We haven't been told anything,' other riders say 

However, some other paratransit riders said they haven't received any communication from LTC about when the online system will be ready to use. 

"We haven't been told anything. I haven't gotten any information on it," said Penny Moore, 61, who uses an electric wheelchair. "There's a lot of delays, a lot of communication breakdowns and confusion. Other users don't know anything about it either and they're not sure how it's going to work."

Although LTC has sent out an instruction package to riders signed up for the online system, Moore said there should also be information sessions where users who need additional face-to-face support understand the portal can ask questions.

Valerie Hembruff has been waiting for months with no update on the online portal and said the current system is time consuming. She said LTC needs to honour the deadlines they commit to, especially with this virtual service which has been in the works for years. 

"It's difficult because in the meantime, the only option for us riders is to phone in and sometimes that can be really quick, but sometimes you'll be on hold for a while. It's like I need to put aside time just to see if I can request a ride for three days from now," said Hembruff.

"[The online system] would eliminate that time commitment of calling in and waiting through a queue to get an employee to pick up the phone."

LTC said data from other transit system indicates that approximately 10 per cent of users prefer online bookings compared to over the phone and the organization will provide regular updates as to how many paratransit users are booking trips online and via telephone.