Disabled riders say Detroit’s new para-transit services are rife with problems

For disabled Detroit residents who can't use public buses, para-transit services are often the only other transportation option. (Creative Commons photo by wyliepoon via Flickr)

DETROIT — Disabled residents who use public transit and their advocates are concerned that new para-transit services recently contracted by the city are not safe.

Last month, the Detroit Department of Transportation started using Checker Cab and Enjoi Transportation Solutions (ETS) to provide transportation for citizens whose disabilities prevent them from using public bus services. Before then, all para-transit services were provided by one company, Veolia Transportation, which offered a unified Metro Lift service specializing in the needs of disabled passengers.

An estimated 1,200 riders use para-transit services daily in Detroit.

After nine months of the city missing payments, Veolia canceled its services to the city. As the transportation service and the city work to resolve their payment dispute in court, DDOT hired new para-transit providers, according to Mayor Dave Bing’s spokesman, Dan Lijana.

While it is unclear whether the change in para-transit service providers will become permanent, many are concerned about the levels of safety and professionalism provided by the new contractors. Some disabled passengers have complained that the providers, particularly Checker Cab, do not have sufficient training to meet their unique needs.

Hank Johnson, who leads the advocacy program ARC Detroit for people with developmental disabilities, is not happy with the city’s switch in transit providers. “My concern is that we have competent safe transit for riders in need,” Johnson told Michigan Messenger in an interview. “Competent training is provided for safe drivers and a driving history, criminal background checks and a history of criminal record needs to be maintained on a regular basis,” he said.

Johnson said Thursday that DDOT has not responded to his group’s inquiries about para-transit training methods required for Checker Cab and ETS drivers.

Lijana said the city only hires drivers qualified under state and federal laws. “All workers are trained and certified by [the Federal Transit Administration] and [Michigan Department of Transportation] guidelines to provide para-transit services in the city of Detroit,” Lijana told Michigan Messenger.

Still, some passengers who use public transit regularly say they have experienced poor service from cab drivers that made them feel uneasy, or made them miss their destination altogether.

One rider, Anthony Carter, 41, said he relies on the specialized transit to get around the city because he is blind.

“I don’t feel so safe in these cabs,” Carter told Michigan Messenger. “I feel very uncomfortable.” Carter described a recent situation where one cab driver asked questions that made him nervous. “He asked me personal questions like, ‘How much can you see?’ and ‘You live by yourself?’” Carter said. “The way he sounded, it wasn’t no conversation, he was straight out asking me these questions.”

Carter added that cab drivers often forget that he is blind and fail to honk their car horns to alert him that his ride is ready.

“They know I’m not able to see, they can blow, get out of the cab and say their name … just don’t sit there!” he said, not hiding his frustration. “A lot of them are across the street, down the street. What do I do?” he asked.

Carter said that while some drivers are courteous and helpful, others make getting to the right place difficult or make him feel nervous by speeding. He said he wanted the drivers to follow a standard protocol when dealing with blind passengers because he’s gotten into the wrong cab before and ended up in the wrong destination because the drivers aren’t used to to dealing with disabled passengers. “I’ve got in four different cabs that wasn’t the right cab,” he said. “To me it’s like they just threw us out to the dogs.”

David Bullock, president of the Highland Park NAACP, is calling on Bing to resolve issues with Veolia Transportation so that passengers can return to their regular familiar Metro Lift service. “This is something Bing can resolve and bring resolution to,” Bullock told Michigan Messenger. “The mayor could put this to bed tomorrow, but he’d have to give Veolia some money,” Bullock said.

But for cash-strapped Detroit, that’s easier said than done. With the city facing a severe financial crisis, the mayor’s office said that it needs to be frugal with what it does have. Bullock suggested a partial payment for Veolia in the short term could get things back on track.

Until then, disabled public transit riders can file service complaints with DDOT if they have issues. But Carter said he’s filed complaints with no results. “You have to be in my shoes to really see what’s going on,” he said.