In a recent survey carried out by Info-Handicap, Adapto users said that they were still experiencing problems, whether it was with bookings, journeys or delays.
Following a serious road accident almost 22 years ago, Rigobert Rink is paraplegic and sits in a wheelchair. He uses his head, chin and mouth to control his electrical devices, which give him a certain degree of autonomy - just like the Adapto service, which he uses regularly.
Adapto’s name comes from the vision the service is supposed to adapt to people. Unfortunately, this is not always the case, says Mr Rink. He once fell against a window on an Adapto bus because the stressed bus driver was driving erratically. Two of his housemates also had problems with the service when they returned from holiday.
Other dysfunctions had previously been reported to Info-Handicap: of the 197 people who took part in the survey, 76% stated that they had experienced problems with reservations. 72% reported problems during the journey. Around 77% of respondents have experienced delays, and 40% have had problems with drivers.
All this was reported to the Ministry of Mobility, accompanied by a request for an audit and a demand for refunds if they had to call a taxi because of Adapto problems. Drivers should also be better trained. Finally, Info-Handicap also demands an update of the app, which the Ministry is planning for mid-May anyway.
Mr Rink, who attended the meeting at the Ministry himself, had the feeling that he had met with a sympathetic ear. The ministry will be carrying out a major survey of Adapto users by the end of May: after all, over 8,600 people in Luxembourg have access to the service and around 5,000 are actively using it.
