METROLift's New OnDemand Booking System Sparks Customer Service Nightmare: 40-Minute Wait Times and Frustrated Riders

METROLift's System Switch Causes Major Headaches for Riders

A recent system change at METRO has led to significant frustration among METROLift riders, with many reporting slow service and excessive wait times when trying to book essential rides.

The New OnDemand Platform

METRO has confirmed it is now using a new ride-booking platform called OnDemand for its METROLift service. METROLift is a ride-share service for individuals with disabilities, making reliable booking crucial for accessing medical appointments and daily needs.

Customer Complaints and Delays

Viewers have reached out to express concerns, stating that the new system is slow and takes over 40 minutes to get answers when calling customer service. Kevin Smith, a METROLift rider, shared his experience: "Man, this is the worst. This is the worst. I hope METRO does better than what they're doing."

Smith noted that for the past one to two weeks, he has faced increased problems scheduling pick-ups for important doctors' appointments. "I had to call. It took me almost 40 minutes to get through. I called, I called, I called," he said.

METRO's Response and Transition

METRO representatives explained that they have combined METROLift and curb2curb services into the single OnDemand platform. These changes have contributed to a higher-than-usual volume of service calls, resulting in delays.

The new OnDemand app is intended to make scheduling easier for riders, with METRO aiming to transfer all user information and profiles to the new system by Friday. However, Smith criticized the lack of preparation: "We (weren't) informed. We (weren't) prepped for it. There's a lot of stuff that could've been done that they didn't do. A lot of people depend on METRO."

Training and Support Efforts

METRO held a training session on Monday to help users learn how to use the new OnDemand app. The organization is considering additional trainings or creating an informational video to assist riders in booking their necessary rides.

Anna Carpenter, METRO's Director of Communications, stated: "We have over 5600 trips booked for Wednesday already, and our team is still booking. We have even extended our reservation booking to accommodate customers when they call our Dispatch line after 5 p.m. Customers are being served, but as we discussed, there are questions about the New OnDemand App that slows down the calls."

Key Information for Riders

METRO advises users to keep the following in mind during the transition:

• EZ-Wallet Accounts: These accounts will be automatically transitioned to the new OnDemand platform over the next week and a half. No action is required by the customer.
• Email Address Requirement: A valid email address is required to use METRO's New OnDemand app. If you have not provided one, please call 713-225-0119 for assistance setting up your account.
• Booking Options: METROLift customers can continue to book trips during normal business hours with a live Reservation staff member at 713-225-6716.
• Customer Service: Questions can be directed to customer service representatives at 713-225-0119.

The transition to the OnDemand app is expected to be completed by Friday, with METRO working to resolve the ongoing issues and improve the customer experience.