Dear Editor:
Re: HandyDART changes are hurting vulnerable citizens (Burnaby NOW opinion, online, Nov. 21)
TransLink works hard to effectively serve the transportation needs of our custom transit users, while operating efficiently within our means. Attempting to achieve a clear understanding of custom trip denials, TransLink tracks them rigorously. Our studies indicate that customer-initiated trip cancellations and customer denials in 2012 were 22,000 and 37,000, respectively. Respecting our customer needs and feedback, we continue to work with our customers on reducing these occurrences in order to best meet service demand based on available funding.
Using taxis for some HandyDART trips is one example of addressing customer requirements and is a practice already used successfully here and by many other North American cities. Taxi services are only provided to customers whose needs can be met by taxis. Others, who require the specialized service of a HandyDART vehicle, receive their trip with one of our regular vehicles.
A pilot project is underway on four routes with low ridership that moves 10,000 service hours (less than two per cent in total) to taxis. To be clear, these trips are still a HandyDART service and do not represent a cut to HandyDART service hours. We expect to deliver 7,000 more trips to HandyDART customers as a result. As it is a pilot, we continue to monitor this program closely. TransLink is currently conducting a custom transit service review to better meet the needs of our customers. We initiated consultation sessions with the public, key stakeholders and other North American service providers this year to gain more insight on specific transit needs
What we are hearing will help us develop a custom transit strategy that, along with being sustainable, still offers our customers an effective reliable and enhanced service.
Doug Kelsey, chief operating officer, TransLink
