Paratransit problems in London are well-known. What about solutions?

Paratransit riders and advocates in London are calling for reform to an overloaded system — but a timeline for change is unclear.

London Transit Commission (LTC) confirmed it has no set timeline for launching online trip bookings for the phone-based system, even though it committed to assessing the impacts and issues in its accessibility plan three years ago. 

"This initiative has not started, nor is there a timeline associated with it at this time," wrote Kelly Paleczny, general manager of LTC.

"Many initiatives were deferred over the past few years due to resource limitations related to the pandemic."

CBC News has been reporting on chronic issues paratransit users in London are facing, many saying they spend hours on the phone trying to book rides only to find they aren't available. Some have said they feel they're missing out on life, unable to attending appointments or get to the grocery store. 

The problems concern David Ferreira, London's new ward 13 councillor and LTC board member. He's been meeting with paratransit riders, family members and caretakers to hear about the challenges. 

"If we have shortfalls in the service and we have people being impacted by it, I feel like the city should be prioritizing this," Ferreira said. 

Booking a paratransit ride is currently done over the phone through the LTC with Voyago, the company contracted to run the service, doing the driving. While the LTC had planned to assess the online option, other Ontario cities, including Barrie, Hamilton and Ottawa, have moved ahead with adoption of a web-based system. 

App could improve efficiency

Ferreira believes an app could improve efficiency and could reduce the number of phone calls needed for booking rides along with shortening wait times for riders, he said. 

"I feel like that would be the most cost-effective and lowest barrier that we could overcome that would solve a lot of the grievances for people who use the service."

LTC currently uses the Amble App for paratransit users to cancel and review scheduled trips. The app has the capacity to book trips, according to the App Store. 

Driver shortage leads to reduced service

The LTC's Paleczny said the aim is to have 32 specialized service vehicles out on weekdays, but due to driver shortages, service has been reduced.

"We are actively recruiting within the London area people who might consider Paratransit services as a career option," said Voyago president Corey Jarvis, noting the driver shortage extends across the country. 

Shelly Parnell was a bus driver for Voyago for more than 16 years, leaving her job last year. She believes a more competitive wage and better benefits would help keep employees. 

She made just over $19 per hour, in what she described as a mentally and physically demanding job. Still, Parnell said it was satisfying.  

"It was just good to get help people get out of their houses to go do what they needed to do to live an independent life," she said. "The drivers who are there give their most and they're all. They're very compassionate."

CBC News spoke to three other former and current paratransit drivers who said the new scheduling system that has inflexible hours was also leading to drivers leaving. 

"This is something that we're dealing with across the board. Resource issues are a problem. I don't think I've talked to anybody recently that isn't having difficulty hiring," Paleczny said. 

'Make their voices heard' 

Ferreira wants to hear from more paratransit users about their experiences — as city council is now moving into budget discussions, he said. 

"We're in a position that something potentially could be done," he said. "The more people [means] the more pressure and the more influence we can have to actually make some changes."

"If riders, paratransit and family members who know what's going on, they want to speak up and they want to kind of make their voices heard," he said. 

The LTC asked paratransit users for their input on service for the first time in 2018. At that time, 93 per cent of the 151 respondents said they wanted shorter booking windows.