Disabled riders left waiting for hours

Posted at 6:25 PM, Apr 14, 2016
and last updated 2016-04-15 00:51:45-04

When Marybelle De Wandler gave up her car in 2014 she applied for and obtained a DART card.

DART which is an arm of PSTA, provides door to door service for people unable to walk to the nearest bus stop.

De Wandler called Action News claiming DART's contracted drivers either stood her up or showed up an hour and a half late three times in the past year.

According to PSTA, DART drivers have a "30 minute window" to pick up a scheduled ride. PSTA claims it's DART contractor Yellow Cab has a 95 percent on time rate.

This week we decided to see what happened when De Wandler made an advance appointment for a ride to the doctor. Pick up time was noon.

The driver showed up one hour and 13 minutes late.  He blamed a shortage of drivers and explained it was routine to run late due to that shortage.

It marked the fourth time, according to De Wandler, she had either missed or been late for a doctor's appointment due to DART’S tardiness.

PSTA did not want to go on camera and talk about their $6 million DART program.

A spokesperson emailed us this statement saying their contract with Yellow Cab would end later this year.

“We are a customer service organization first and foremost; we take these concerns from our customers very seriously, and have a strong action plan to ensure improvements are made. PSTA has issued an innovative Request for Proposals (RFP) for a new DART service provider that includes great incentives for on-time performance and strong penalties for non-compliance.”