Users of the Société de transport de Saguenay were denied access to a Bay bus, even though they had their monthly pass. This is because they had not reserved their spot to use the on-demand shuttle service.
STS users who wish to take the bus in the evening or on weekends to La Baie must reserve their seat. This is the new on-demand transportation concept that was implemented as a pilot project this summer.
“People who arrive from Chicoutimi, for example, have paid their right of way, arrive here at La Baie, but if they have not reserved, they must reserve to be here for 30 minutes waiting for their transportation. Without this, 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. “They already rejected me once because I didn’t call. He had paid for my boat, but he denied me access. I find it normal and I would like the bus drivers to understand our situation better,” explained one user.
“Of course, it is preferable to book in advance. It arrives at the last minute, ok you’re lucky if you get on, but of course if you’ve paid, it’s still annoying when they tell you 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 could cause to customers, accustomed to the old model. However, he points out that users will have to get used to it.
“It’s difficult to make adaptations because there really is a way to work. All of our people who take paratransit have no other option, they must reserve in advance. There is a way to work and on-demand transportation is like that,” she stated.
Users would like the service to be more flexible and the online booking system to be better configured. “We must ensure that citizens reserve and ensure that their reservation is entered into the system. We have things to adjust, that’s for sure. I think citizens also have to make adjustments,” Bouchard continued.
What’s new to come?
This new concept of on-demand transportation will soon be implemented in other municipalities, in Saguenay. “In the coming months there are things that will change. We experienced it there in La Baie, but I’m sure we experienced it in other places, but we have to do it. We will adapt and we are convinced that little by little people will understand the system and 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 goal of improving service.
