Metro plans to start cracking down on riders who don’t show up for their MetroAccess rides, hoping to streamline the pricey transit service for those with disabilities.
Starting Friday, the transit agency will begin cutting off service to those who repeatedly cancel rides within less than two hours of the scheduled trip — or those who don’t show up at all. As a penalty, riders can be suspended from using the service for up to four weeks.
The change is worrying disability rights advocates and the riders who rely on the service. Sharon Moore, a staffer at the nonprofit Equal Rights Center who monitors MetroAccess as part of a court-ordered settlement, said she has been flooded with e-mails from MetroAccess riders. “They have a lot of concerns about the changes,” she said.
She has been asking questions about the policy since it was brought to an advisory group in the spring. She’s worried the agency will punish the rider when sometimes the rider and driver fail to connect at the right place. And she’s worried about what happens when riders appeal Metro’s penalties.
“Frankly, I’m not satisfied with their answers,” she said.
The new policy comes as the transit agency is struggling with how to reel in costs for its most expensive service, which is required by the Americans With Disabilities Act. The average trip costs the agency about $38, while the base fare is $2.50 a ride. Ridership has risen 20 percent in a year, Metro says, making it a growing expense.
Metro revised its policy to be more efficient and more fair for riders, spokeswoman Angela Gates said. A letter to approximately 22,000 registered users said “adherence to the policy benefits all customers since no shows and late cancellations prevent other customers from receiving timely service.”
This fiscal year, an average of 14 percent of trips have been no-shows or cancellations each month. In March, the system reported 26,110 late cancellations or no-shows.
The new policy is aimed at what Metro calls “habitual offenders.” It will penalize those who missed or canceled at least 10 percent of their trips if they book at least 10 trips a month.
A rider will be considered a no-show if he doesn’t board the vehicle within five minutes of the vehicle’s arrival.
“What do they mean by five minutes?” Moore asked. “Even if riders are at their door waiting, it could take them five minutes in a wheelchair to travel 125 feet.”
Gates said customers will have five minutes “to present themselves to the driver” and show they are ready.
“There is some leeway involved here,” Gates said. “It’s not like the driver just leaves after five minutes.”
