Each day RTL receives emails and phone calls from people frustrated by the fact that they have not received a new pass and are unable to use the service, despite being able to do so previously. According to the Ministry of Mobility and Public Works, the reform has resulted in eligibility criteria becoming stricter.
Ministry managing director Annick Trmata explained that the actual criteria have not changed, but are being applied in a stricter fashion. She stressed that the main purpose of the Adapto service is to help people with physical disabilities get around. Other people, with signs of ageing or 'classic' ailments like arthritis, who need to use a cane to get around, could in theory use public transport.
As she said, the emphasis of the reform is to ensure that the right people are able to use the service, which explains the increased emphasis on disabilities. Previously, in cases of doubt, the ministry would allow people with ageing illnesses to use the service. However, post-reform applications will be reviewed in more detail.
The ministry's Adapto database counts around 11,000 people, yet last year less than half of that amount, namely 4,800, actually used the service. This means that some users are registered twice or even three times, whereas others have since passed away. All of this led the ministry to carry out the reform of the database and ask users to request new passes, which was not received favourably.
Trmata elaborated that there were other reasons for a reform too: "The minister did say we need to move away from the notion of taxis. But we should also ensure that the transport remains free under certain conditions. This is why we're looking to make it more bus-like, have journeys take small detours to collect other passengers who are en-route. I think it's more environmentally-friendly for buses to not drive through the country half empty."
So far, the ministry has received more than 3,000 applications, of which 400 have been refused. Taking the criteria into consideration, the ministry found these individuals were not eligible. Trmata could not say how many of those rejected had previously held passes.
Another issue is that the new system to request Adapto buses via Mobilitéitszentral - ie via the phone number 2465 2465 - has caused complaints, namely that the system is overburdened and inaccessible.
In response to these claims, Trmata admitted the ministry had likely slightly underestimated to call, including those who want to modify their already-reserved journeys. From now on, however, the service has been reinforced. There are now eight to ten operatives available to take calls.
Those rejected for Adapto passes can use the normal public transport, which will become more accessible. They can also ask their care insurance for help.
