London Paratransit 'not able to keep up' with its riders

The London Transit Commission says steadily growing ridership on its Paratransit service means users must compete with each other in order to book a limited number of spaces.

It comes amid a growing chorus of concerns from riders, including long wait times to reach a dispatcher, limited service availability and the potential to be left behind despite making a reservation. 

LTC general manager Kelly Paleczny told CBC Radio One's London Morning Tuesday that demand for service is outstripping supply, as more than 8,000 registered customers scramble for limited spaces aboard the city's fleet of vehicles. 

Paleczny said requests for Paratransit rides have increased by 15 per cent a year over the last 5 years .

"We have recently, just this past year, replaced the phone system by expanding the number of incoming lines and expanded the number of call takers," Paleczny said.

"But again, that demand continues to grow, and we just haven't been able to keep up."

The acknowledgement comes after one rider spoke to CBC about her experience, including having to call as many as 138 times before getting through to a dispatcher and being forgotten twice after booking a ride. 

• 'They forgot me:' London woman says Paratransit system is broken

 "I feel that we're ignored. That we're treated as second-class citizens," Maria Markiton said. 

The Paratransit user had asked to speak at city hall to voice concerns in-person, but she was referred instead to the accessibility committee. 

Paleczy said anyone with a complaint should contact LTC management directly.

Other users have told CBC the complaint system is also broken. They say LTC will often refer callers to Voyager, the company contracted by the transit authority to deliver accessible transportation where calls go unanswered.