London Transit’s new online booking system being utilized by 10% of paratransit riders

The new LTC paratransit online booking portal has seen a 10 per cent uptake since it started. CTV London’s Daryl Newcombe reports.

Months after its rollout, an online ride booking portal for paratransit is being used by just 10 per cent of passengers, but even that small change is having a big impact on wait times.

On Monday, the London Transit Commission (LTC) received an update about the implementation of an online booking portal for riders of Specialized Transit that serves people with disabilities.

According to the staff report, 447 individuals have registered to access the online portal, representing 10 per cent of active riders and 9 per cent of daily trip bookings.

LTC Chair Skylar Franke said those figures are in line with other cities offering online booking as an option.

“Based on the industry average, between 10 per cent to 20 per cent of riders who use specialized transit would get on to the online booking system. And we’re sitting about 10 per cent, which is really good,” Franke told CTV News.

The change is benefiting both paratransit riders who have adopted the online system and those who still book trips by telephone.

The initial surge of phone calls each morning to London Transit previously resulted in a 45-minute backlog for those waiting in the queue.

Passengers switching to the online portal have reduced the pressure on the telephone booking system, which is currently experiencing a 25-minute backlog each morning.

“That is relieving the pressure on the on the telephone line, so the people that are choosing to continue to use the telephone are also having a better experience,” explained Kelly Paleczny, general manager of London Transit.

“To me, that is a revolution in the service that fundamentally changes people’s lives,” said Dr. Jeff Preston, a professor at King’s University College. “We’re giving them back not just 20 minutes a day, but hours of life being given back to people on a week-to-week basis.”

Dr. Preston was among a group of paratransit riders who pushed for service improvements and an online booking system over two years ago.

“Now that it’s here, I have to say I’m happy!” he explained. “The portal is relatively smooth [and] it’s a modern design. I personally find it relatively easy to use.”

Preston urges London Transit to continue to encourage and educate riders about the online option—noting that adopting new technology can be challenging and intimidating for some people.

“This is why we pushed so hard for online booking, because the more users we’re able to get into the online portal, the easier it’s going to be for people who simply are not able to book their rides online,” he added.

Regardless of which booking system a rider uses, London Transit ensures fair and equal access to the available trips on paratransit.