Ottawa’s worst commute: Para Transpo users say system not meeting their needs

What could be a 10-minute trip could turn into a two-hour commitment for Para Transpo users. CTV’s Katelyn Wilson took a trip to see why.

Ottawa’s Worst Commute: CTV News Ottawa travels with viewers on OC Transpo buses, the O-Train and Para Transpo to see what’s happening on the transit system. Visit our special Worst Commute page for more coverage.

David Humphries is waiting for Para Transpo.

It’s a wait he knows well.

On this day, he’s travelling from Somerset West to Bank Street to run a quick errand for a gala he’s planning. The task itself will take about 10 minutes.

The round trip? Roughly two hours.

“You always have to book 24 hours in advance,” Humphries said. “You can try and get a sit-in, but that’s only if they have the vehicles. And right now, they don’t have all those vehicles.”

Para Transpo, like the rest of the city’s bus fleet, is in the process of replacing aging vehicles as ridership increases 3.4 per cent year over year. To manage demand, the service uses both its own buses and contracted taxis.

Humphries says the difference matters.

“The buses seem to do a better job,” he said. “The cabs are very stressful because they overload them and then it’s difficult.”

Using a new app launched last year, Humphries watches as his 10:45 a.m. ride arrives at 10:55.

Technically, it’s on time.

Para Transpo considers a trip punctual if it arrives within a 30-minute pickup window.

“They have a half-hour lenience,” Humphries said. “In normal terms, yes, it would be 10 minutes late. But in Para terms, they’re not late for another 20 minutes.”

He arrives at his destination at 11:20 a.m.

Even though his errand is quick, he cannot be picked up until 12:15 p.m. Para Transpo requires at least 45 minutes between trips.

On the ride home, there’s another pickup and drop-off along the way.

He’s back at his door at 1 p.m.

“Today was interesting,” he said. “I had drivers who (got out of the vehicle and) helped me, but 80 per cent of the time, I don’t.”

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And without 24-hour or full on-demand service, Humphries says he often relies on ridesharing for last-minute trips.

“If I get called to an event quickly, I take an Uber because you can’t get same day unless you really, really push it,” he said. “It’s expensive.”

Data provided by the City of Ottawa shows 93 per cent of trips arrived within the 30-minute pickup window last year.

But another rider, John Redins, says while the system may be meeting its performance target, it’s not keeping up with demand.

“Right now, we have both the old and the new fleet on together, but there is no increase in numbers,” Redins said. “There’s still going to be the same number of buses, give or take five buses, and that’s not enough. The ones that are using it are feeling the effect of it and the drivers. The operators are feeling the effect of it as well.”

“It just frustrates the lives of people with disabilities in Ottawa to get around the city accurately.”

He also says anything outside of the transit boundary within the city is subject to an $11 fee.

“Once you go to a certain limit, anything south of the airport is subject to $11 one-way fee. Which doesn’t make sense, that’s 13 kilometres east of me. But my doctor, which is in Stittsville, 24 kilometres away, is on a regular fare.”

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“There is one gentleman in Metcalfe, he volunteers at an organization, and he is subject to the $11 fee and he’s on Ontario Disability. Is that fair to him because he can’t drive, he’s in a wheelchair?”

Councillor Marty Carr says the city plans to dedicate 10 buses to on-demand service later this year and is also looking at expanding hours.

“I do think a number of improvements have been made over the last several years,” Carr said. “But I understand that people are dissatisfied with the service often.”

Asked to give the system a grade, Redins doesn’t hesitate.

“D-plus. C-minus. Needs improvement.”

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