2023-09-18 22:34:23
Users of the Société de transport de Saguenay were refused access to a Bay bus, even though they had their monthly pass. This is because they had not reserved their place to use the on-demand transport service.
STS users who wish to take the bus in the evening or on weekends to La Baie must reserve their place. This is the new concept of on-demand transportation that was implemented as a pilot project this summer.
“People who arrive from Chicoutimi for example, they have paid their right of passage, they arrive here at La Baie, but if they have not reserved, they must reserve so they can be here 30 minutes waiting their transportation. Without that, they cannot be returned to their destination,” explained an STS driver.
It has happened that customers who had paid for their STS card were unable to board. “I already got turned away once because I didn’t call. I had paid for my boat, but he refused me access. I find it ordinary and I would like bus drivers to understand our situation more,” explained a user.
“Of course, booking in advance is preferable. Arrive at the last minute, ok you’re lucky if you get on board, but of course if you’ve paid, it’s still annoying to be told no, you can’t get on,” mentioned another user.
Culture change
The president of the STS, Claude Bouchard, understands the inconvenience that this new project might cause for customers, accustomed to the old model. He specifies that users will, however, have to get used to it.
“It’s hard to make accommodations because there really is a way to work. All our people who take paratransit have no choice, they must book in advance. There is a way of working and on-demand transportation is like that,” he said.
Users would like the service to be more accommodating and the online reservation system to be better configured. “We must ensure that the citizen reserves and ensures that his reservation is entered into the system. We have things to adjust, that’s for sure. I think that citizens also have adjustments to make,” continued Mr. Bouchard.
What’s new to come
This new on-demand transportation concept will soon be implemented in other boroughs, in Saguenay. “In the coming months, there are things that will change. There, we experience it in La Baie, but we are sure to experience it elsewhere, but we have to do it. We will adjust and we are convinced that people will gradually understand the system and that things will get better and better,” concluded the president of the STS.
Members of management and staff will meet on Thursday to discuss issues with the aim of improving service.
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