Justice Knox delegation tells Transportation Authority microtransit pilot "Can't Connect" is failing

A delegation from Justice Knox told the Transportation Authority during public comment that Knoxville’s microtransit pilot, called "Can't Connect," is not meeting riders' needs and requires significant changes.

Mary Alice Richardson, a Justice Knox representative, told the authority, "Reliable transit isn't a luxury. It's a lifeline." Richardson said more than 10,000 Knoxville households lack a car and that many others rely on shared or unreliable vehicles, which makes dependable connections essential for work, medical appointments and groceries.

Richardson traced the group's engagement with city leaders and “director Thorne,” saying Justice Knox researchers and volunteers provided information and expert presentations over several years. She said the city promised an August 2024 pilot rollout and a follow-up meeting within six months of that rollout; the group requested the promised follow-up in November and received no timely response, she said.

Joe Maddox, pastor emeritus of New Hope Missionary Baptist Church, echoed Richardson’s complaints and said the pilot was "not set up to succeed." "We have booked or tried to book trips on Knoxville's so called micro transit system that is limited to 3 apartment complexes and also only a short trip to a bus stop," Maddox said. He described app failures, two-hour waits for rides instead of the advertised 10–20 minutes, and a requirement to schedule return trips at the same time as pick-ups that makes appointments and work shifts impractical.

Maddox said the group found the pilot’s technology lacked features typical of microtransit systems and that riders sometimes could not complete bookings. He announced a Justice Knox delegation will visit Birmingham on March 30 to study that city’s microtransit operation and said the group will share what it learns with the authority.

Mia Denise Brown, a Knoxville resident and transit rider, said the pilot’s gaps have forced riders to use expensive ride-hail services and can lead to job loss. She also accused the transit system of infringing civil-rights protections, saying, verbatim, "You are in violation of our civil rights. Under title 6, you have disconnected the city." Brown also reported multiple missed connections and driver/passenger communication failures that left her late for work.

Speakers repeatedly framed the problems as practical barriers to employment and daily life rather than abstract inconveniences. Several asked the authority and city officials to commit to a working microtransit model and to meet with Justice Knox to evaluate fixes.

No formal action on the microtransit program was taken at the meeting. Public comment concluded with the chair noting the next meeting date and then adjourning. The delegation asked the authority to consider community visits to other cities and to provide a substantive response to Justice Knox’s November follow-up request.

The Transportation Authority's staff and director who oversee the pilot were referenced throughout the public comments; speakers said they sought a promised meeting with Director Thorne and additional technical fixes.

Community members who raised concerns emphasized reliance on on-demand transit options in areas where fixed-route buses do not reach or where walking conditions are unsafe.

Ending

Public commenters asked the authority to revisit the microtransit pilot’s technical design, scheduling rules and service area limits and to provide a prompt follow-up meeting with Justice Knox. Several said they would return with third-party examples and data from peer cities.