HandyDART users frustrated, say it's getting harder to book rides in Victoria

People who use HandyDART in Greater Victoria say they are struggling to book rides they used to be able to get easily.

HandyDART is a door-to-door bus service available to people in B.C. who cannot use conventional public transit because of disabilities. 

In Greater Victoria, registered HandyDART users must make a phone call to book a ride — there's currently no online booking system — and need to do so two weeks in advance. 

But lately, users have said it is taking even longer to get through on the phone, and they are being told more often that the time they need is not available. 

While some have said they're worried it's because of service cuts, the operator said that was not the case, though they did acknowledged that there are fewer hours available now.

Marilyn Wolovick is a senior who uses the service to get to medical appointments, exercise classes and social events. 

She, like other users, said she has been unable to book standing rides for regular events — i.e. her choir practice which happens at the same time every week. 

So, instead, she uses a spreadsheet to track her activities and appointments, and calls every day to try to arrange the rides she needs two weeks ahead of time. 

But starting a few weeks ago, she said she's had no luck booking rides for some times that have always been available in the past — often after waiting 30 minutes on hold just to speak to a dispatcher. 

"It's just overwhelming," she said. "And every day I have to go through this."

She contacted CBC News because she said she was told she couldn't get a booking due to the number of rides being limited.

She was not the only one who said the same. 

Nancy Dombay, whose teenage son Isaac uses HandyDART to get to school, said she has to phone every morning to book his ride to and from school for a date two weeks in the future. 

Some days, she said she's told there are no rides. She told CBC News she has heard from operators recently that this is because service was being cut. 

"We already have a stressful life with a special needs child," said Dombay.

"The last thing we need is more stress."

B.C. Transit says service not being cut

When CBC asked B.C. Transit, which oversees HandyDART, if there were cuts to service, the initial response was "no."

Instead, it said there was a "misunderstanding" which "[led] to the belief that service hours were being reduced."

In a later statement to CBC News, a spokesperson acknowledged that there are fewer rides available now than there were at the start of the year. However, they again said it was not due to service cuts. 

The spokesperson said it was because there was a surplus of hours available at the end of the last fiscal year, which have now been used up.

They also said they are seeing an increase in registrations, which has put extra demand on the system. 

CBC News was not able to actually speak to anyone at B.C. Transit about HandyDART, but in an emailed statement, the operator apologized for the confusion some users had about the changes.  

"B.C. Transit is aware that some HandyDART customers in the Victoria Regional Transit System are experiencing challenges scheduling trips and we acknowledge the frustrations this is causing," reads the statement. 

"Unfortunately, a misunderstanding of information was communicated to some members of the public, leading to the belief that service hours were being reduced. Our organization apologizes for this, and we will work to improve communication with our operating partners going forward to minimize the chance of this happening again."

It also said it plans to expand service next year. 

Lack of equity 

To Craig McKinnon, it's just another sign that people with disabilities are not being treated equitably. 

He uses HandyDART to go to work, to medical appointments and places with his kids — when he's able to book rides. 

He pointed out that it is public transit and is therefore supposed to serve the same role as the bus does to people who are able to use standard options. 

"It's not a luxury, it's a lifeline," said McKinnon. 

For the past few years he's been pushing B.C. Transit to include HandyDART in the electronic payment system that was introduced for buses in 2023, improve its website and review the operating structure.

"I guess the biggest concern I have is that it's not equitable to regular transit," said McKinnon.