Hampton Roads Transit Customer Service
3400 Victoria Blvd
Hampton, VA 23661
Attn: Diane Watson or Paula F.
††††††††††† Hi, I have some complaints and questions about Handi-ride. Iíve sent an email before through the HRT site, but nobody replied. Iím emailing this directly through the ADA comment mailbox; Iíve also left a message on Diane Watsonís machine. Iím thinking of snail mailing this too. So with that being said, I expect somebody to contact me.
To make a long story shortÖI was approved a while ago and have only scheduled a ride four times. Two of those times, were no shows. So that gives Handi-ride a 50% score, not good.
††††††††††† Iím familiar with the 30-minute window and Iím careful to make a note of that when I make appointments. What angers me so much is when the window ends, and no bus is here, itís too late to do anything about it. What makes it really infuriating is that the phone operator asks if I still want a ride, they donít understand, Iím already late and have missed my appointment! When I call to schedule, Handi-ride asks me what time I need to arrive at my appointment. I donít understand why the window closing time is so close to the time I need to be there? Could you please explain this? Also, if the bus is running late, why canít there be a courtesy call, to let me know if theyíre running late? Once when the window was closed I called, and my bus was in Norfolk, and the driver seemed to not even know the location of my street?! Sounds like poor management to me.
††††††††††† I moved here to be more involved in my community. I was hoping Handi-ride would be a wonderful resource to me. So far, itís been nothing but disappointing and stressful. Iím tired of being stuck in my house and lonely! You have no idea how it effects me when I try to reach out to others and Iím struck down at the first stepÖmy transportation doesnít show.
††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††† A very unhappy HRT rider,
††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††††† Ivy K.
PS. Why am I even bothering? You are going to be paid regardlessÖthe quality of service probably means nothing to you!
Diane called me, I reiterated my problem. She told me sheíd forward my compliant to the correct department so they could better deal with it. I really canít tell if itís gotten any better because like I said, it was 50/50. Anyway, I have my Pas aide to drive me now.
UPDATE 4/8/08: I saw an article in the VA Board for People with Disabilities newsletter about a grant President Bush issued regarding transportation.
I wrote the Hampton Roads Planning District Commission:
ĎThank you for emailing me so quickly.
Iím not sure how much input the Va Board for People with Disabilities has giving you, but their newsletter is how I heard about the HRPDC. Iím not on the board but Iím familiar with what they do.
President Bush issued a grant involving transportation and low income and disadvantage citizens. (EO 13330) Virginia Department of Rail and Transportation (DRPT) is the agency helping the state comply with EO 13330. DRPT is assisting on 21 districts on these plans. I hope Virginia Beach is on of these 21. I was told by the newsletter to contact my local Planning District Commission for more information.
Hampton Roads ranks in the top worst for traffic problems. Just imagine what itís like for people with disabilities that have to depend on public transportation. We are at the bottom of the totem poll. We are supposed to be on time for work, for doctors appointments, etc with a transportation system that doesnít not work!
This is an email that explains the problem with HRTís Handi-ride. It seems like an impossible situation to fix. Please bring my issue up at the DRPT meeting. Donít forget about people with disabilities! (I attached this letter to Handi-ride)