The survey, encompassing feedback from nearly 200 participants, highlighted significant dissatisfaction with various aspects of the ADAPTO service. More than three-quarters of respondents reported encountering difficulties when attempting to book ADAPTO trips, while over 70% experienced issues during their journeys. Additionally, approximately 80% of respondents reported instances of delayed arrival attributed to the service.
Christine Zimmer, Director of Info-Handicap, stressed that these issues are not new, stating that these figures underscore ongoing concerns previously raised, indicating systemic challenges rather than isolated incidents.
Following the survey’s release, representatives from Info-Handicap on Monday held discussions with Minister for Mobility Yuriko Backes to present the survey findings and outline their demands. Among their requests are a comprehensive audit of the service, improved recognition and support for ADAPTO drivers, and enhancements to customer service. Info-Handicap also stressed the need for accessibility improvements to the ADAPTO mobile app.
Responding to these concerns, the team of Minister Backes assured that updates to the app, particularly focusing on accessibility features for visually impaired users and enhancing driver scheduling capabilities, are forthcoming by mid-May. Additionally, plans to increase staffing levels at the ADAPTO call centre were announced, with immediate measures set to address user grievances.
The latter measure was also confirmed by the Public Transport Administration in a statement released on Tuesday, alongside an announcement for a follow-up survey to gather additional feedback from ADAPTO users, available as of this week.
Info-Handicap facilitated survey participation through its network of 58 members, disseminating the survey via its newsletter and a post on Facebook. A total of 197 individuals participated. 66% of respondents opt to book ADAPTO trips via phone and 59% use the mobile app.
