METROLift OnDemand switch stirs rider frustration

Challenges with METRO's New Ride-Booking System

A recent system change at METRO has caused some frustration among riders, particularly those who rely on the METROLift service. METROLift is a ride-share service designed for individuals with disabilities, and it now operates under a new platform called OnDemand. This transition has led to concerns from users about the efficiency and ease of use of the updated system.

User Complaints and Frustrations

Several METROLift riders have reached out to local media, expressing their dissatisfaction with the new booking system. They report that the process is slow and that customer service calls take over 40 minutes to be answered. One rider, Kevin Smith, shared his experience, stating, "Man, this is the worst. This is the worst. I hope METRO does better than what they're doing."

Smith noted that he has experienced increased issues with scheduling his pick-up for important doctor's appointments over the past week or two. He mentioned that he had to call multiple times, only to face long wait times. "I called, I called, I called," he said, highlighting the growing concern among users.

METRO's Response and Transition Details

METRO representatives confirmed that they have combined METROLift and curb2curb services into one platform called OnDemand. They explained that these changes are contributing to a higher volume of service calls, which is causing delays. The new OnDemand app is intended to make scheduling easier for riders, and they aim to transfer all information and profiles to the new system by Friday.

However, some users feel unprepared for the transition. Smith expressed his disappointment, saying, "We weren't informed. We weren't prepped for it. There's a lot of stuff that could've been done that they didn't do." He emphasized that many people depend on METRO for essential transportation needs.

Training and Support for Users

To help riders adapt to the new platform, METRO held a training session on Monday for people to learn how to use the OnDemand app. ABC13 is awaiting confirmation on whether additional trainings or informational videos will be created to assist users in booking necessary rides.

According to Anna Carpenter, the director of communications at METRO, the organization has already booked over 5,600 trips for Wednesday. Their team continues to book trips, and they have even extended reservation booking hours to accommodate customers calling after 5 p.m. While customers are being served, there are ongoing questions about the new OnDemand app that slow down the calls.

Important Information for Users

For those using the new OnDemand platform, several key details should be considered:

• EZ-Wallet Accounts: These accounts will be automatically transitioned to the new OnDemand platform over the next week and a half. No action is required by the customer.
• Email Address Requirement: A valid email address is needed to use the new OnDemand app. If you haven't provided one, please call 713-225-0119 for assistance setting up your account.
• Alternative Booking Options: METROLift customers can continue to book trips during normal business hours with a live Reservation staff member if they prefer. This can be done by calling 713-225-6716.
• Customer Service: Questions can be addressed by contacting customer service representatives at 713-225-0119.

Ongoing Updates and Support

As METRO works to complete the transition to the OnDemand app by Friday, they encourage users to stay informed and reach out for assistance. For updates on this story, follow Daniela Hurtado on Facebook, X, and Instagram.