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Riders report dial-a-ride notification delays; staff to open software work order
Summary
A committee member raised a rider complaint that automated pickup calls arrive after the driver has already passed; staff said the problem is sometimes driver error but will open a work ticket with TripMaster to investigate call timing and on-the-way alerts.
A committee member raised a complaint at the Jan. 23 meeting that dial-a-ride automated pickup calls sometimes arrive after the vehicle has already passed the rider’s location. Staff acknowledged both software lag and occasional driver misuse of the "on the way" button and said they will create a support ticket with the contractor (TripMaster) to investigate.
Complaint and staff response A committee member said her husband received an automated pickup notification after he had already passed the tunnel on the way home. Heidi, transit staff, said some cases stem from drivers pressing the automated "on the way" button before actually en route; other instances appear to be technical delays in the software.
Next steps Heidi said she will file a work order with the TripMaster vendor to diagnose latency in automated calls. Staff noted riders can opt to receive text-message notifications instead of voice calls; staff encouraged riders who experience problems to report them promptly so the agency can track recurring issues.
