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Blind resident tells commission of repeated paratransit customer‑service failures; requests meeting with RAPIDS leadership
Summary
Chester Falkowski, a legally blind 73‑year‑old resident, described multiple problems using GoBus and Bridal paratransit services and said email responses from RAPIDS staff lacked courtesy; he requested a meeting to resolve ongoing accessibility and reservation issues.
Chester Falkowski, a legally blind resident who said he has taken fewer than 25 one‑way trips on Grand Rapids’ paratransit service, told the City Commission he has experienced repeated customer‑service failures, unreturned calls and what he described as discourteous email responses from RAPIDS staff.
“I am legally blind, 73 years of age,” Falkowski said. He said that when he raised issues with Jason Prescott, RAPIDS director of paratransit, ADA and mobility services, Prescott replied in an email advising Falkowski to call during the week if his problems are concentrated on weekends. Falkowski said that response was inappropriate because advertised reservation hours include weekends and that he has followed the service’s reservation instructions.
Falkowski said a supervisor or other leadership at Bridal failed to return a promised call after he reported “excruciatingly bad experiences.” He asked the commission to press transit leadership to ensure paratransit riders receive courteous, reliable service and requested a meeting with RAPIDS leadership to review his concerns.
Commissioners acknowledged the complaint and asked staff to follow up. No formal action was taken at the meeting; the comment was part of the public comment period.
