The Metropolitan Transportation Authority on Wednesday unveiled new survey results touting improvements in on-time performance and customer satisfaction on its Access-a-Ride paratransit service, but riders with disabilities say the survey findings fail to tell the real story.
On-time performance for Access-a-Ride’s primary “blue-and-white” vans climbed from 90% in September 2021 to 98% last month, said MTA Chair Janno Lieber on Wednesday, while performance in its fleet of for-hire “broker” services went from a nadir of 84% in November 2021 to 95% last year, according to the MTA’s January “Pulse” survey of paratransit riders. Customer satisfaction is at an all-time high of 76%, the chair said.
