BY MEETING THE CHALLENGE, INC. National Transportation Access Research Project: A Survey of Riders with Disabilities Introduction The passage of the Americans with Disabilities Act (ADA) in 1990 has led to dramatically increased physical accessibility of public transit nationwide. The requirement that every new fixed route bus be fitted with a lift or ramp, the establishment of the ADA complementary paratransit system, and the requirement that newly constructed or altered transit stops and stations be accessible have resulted in vastly increased accessibility for people with disabilities. Most transit agencies have devoted a significant amount of time, effort and expense to increasing accessibility. Nevertheless, barriers still remain that prevent full access for riders with disabilities (NCD, 2005). Twelve percent of people with disabilities have difficulty getting the transportation they need, compared to three percent of persons without disabilities (US DOT, 2003). While the fact that 97% of public transit buses are lift- or ramp-equipped suggests that paratransit use should be in decline, paratransit ridership has, instead, tripled to 45 million rides following passage of the ADA (NCD, 2005). Despite removal of many physical barriers within fixed-route systems, barriers to overall access to public transit systems are still being reported, including inadequate maintenance of accessibility features, failure to provide stop announcements and other equally effective communication, securement of mobility devices, architectural barriers in public rights-of-way, attitudinal barriers among transit personnel, and lack of reasonable modification of policies and procedures required under ADA Title II (NCD, 2005; US DOT, 2003). Lack of transportation access adversely impacts the ability of people with disabilities to fully participate in their communities. In fact, nearly two million people with disabilities never leave their homes (US DOT, 2003). Inaccessible transportation negatively impacts quality of life of people with disabilities by limiting access to employment, political participation, entertainment, religious activities, and other community participation (Harris, 2000). The barriers in public transit that impact riders with disabilities will also impact the U.S. senior population, a group that will increase by 80% over the next 15 years. As people age, they drive less and become more reliant on accessible public transportation. The U.S. is lagging in adequate transportation options for our aging population (Bailey, 2004). Despite an abundance of ADA-related transportation materials, there is still a lack of awareness, understanding, and implementation among transit providers and people with disabilities. This lack of awareness contributes to barriers in public transit (NCD, 2005). Project Description In an effort to determine which barriers people with disabilities experience on public transit and to increase awareness regarding those barriers, a nationwide survey was conducted of transit riders with disabilities. The survey’s goal was to collect information useful to transit agencies and other interested groups. Survey results were also used when creating new informational materials addressing identified accessibility barriers. Meeting the Challenge, Inc. (MTC) conducted the survey under a Federal Transit Administration cooperative agreement (Project #CO268001).Meeting the Challenge, Inc. is an information services consulting firm that provides technical assistance and information dissemination on disability laws in the form of consulting services, direct assistance, training, multimedia and print materials, mass communications and outreach, and research and development. MTC also operates the DBTAC Rocky Mountain ADA Center, one of ten regional centers providing information on the ADA to individuals and organizations. The DBTAC Rocky Mountain ADA Center provides information to Colorado, Wyoming, Utah, Montana, North Dakota, and South Dakota. After an extensive literature review of available publications related to accessibility in public transit, project researchers opted to create a survey instrument specific to this project. This review revealed several barriers to transit and areas needing additional data from transit users that were incorporated into the final survey tool (NCD, 2005; TCRP, 2005; Rogers, 2002; Denson, 2000). MTC also utilized 18 years of experience providing technical assistance to transit agencies and to people with disabilities on accessibility of public transit and utilized familiarity with transit barriers throughout the Rocky Mountain Region when developing the survey instrument. MTC’s Transit Advisory Committee provided feedback and suggestions which were incorporated into the final survey. This committee is composed of professionals involved with disability issues and public transit. It includes individuals providing ADA consulting services to transit agencies, individuals in disability organizations providing direct services to people with disabilities who are riding public transit, disability advocates, and individuals with disabilities. The resulting survey was a branched device. If respondents indicated that they have used public transit within the past 12 months, they were directed to questions specific to the current public transit user. If the respondent indicated they have not used public transit in the past 12 months, they were directed to questions for the non-user. For public transit users, the survey had yet another branch for individuals who have used complementary paratransit within the past 12 months. A total of 33 questions were included in the survey; however, the branch to which the respondent was directed determined the total number questions each respondent answered. Of those 33 questions, 29 were multiple -choice and four were open-ended. Categories of questions included transportation use, public transportation users, non-users of public transportation, fixed route barriers, paratransit riders, non- users of paratransit, paratransit barriers, descriptive experiences, access and demographics. The full survey can be found in Appendix A. Survey Procedure The paper and pen version of the survey was converted to an electronic version using Survey Gizmo, a comprehensive online survey software package. Survey Gizmo meets current accessibility and usability standards and was selected to allow the participation of public transit users who are blind and low vision and use assistive technology to access online content. Survey respondents were also invited to contact MTC via phone to participate in the survey if they were unable to access the online instrument. MTC staff either provided a paper copy of the survey or took responses over the phone. The survey was launched via email on March 11, 2009. The primary method of survey dissemination used the National Network of DBTAC ADA Centers. The ADA Centers are a national network of ten regional centers that provide information, referrals, resources, and training on the Americans with Disabilities Act (ADA) to businesses, employers, government entities, media and news reporters, and individuals with disabilities. Meeting the Challenge, Inc. operates one of those ten regional centers, the DBTAC Rocky Mountain ADA Center. Using this network allowed MTC to distribute the survey nationwide in an effort to collect data reflective of the state of transit for people with disabilities across the country. Each regional ADA Center distributed the survey invitation e-mail to community groups including disability, transit, and advocacy organizations, and service providers as well as to individuals with disabilities. E-mail recipients were encouraged to forward survey information to any individual with a disability or to any groups serving individuals with disabilities with interest in public transit accessibility issues. Responses to the survey were collected from March 11, 2009 through March 31, 2009. Overall, survey responses provide an interesting snapshot in time that is reflective of wider societal events. For example, the time of the survey encompasses a time of national economic decline. Increasing unemployment and increasing foreclosures characterized this time period (“Employment Crash,” 2008). Declines of sales tax revenues were making a significant impact on the operating budgets of many transit agencies. During the summer of 2008, gas prices were over $4 a gallon. This brought the operating budgets of many transit agencies to the breaking point. As a result, most transit agencies were in the middle of significant budget cuts that often included reducing the frequency of transit service as well as eliminating some routes all together. Right when many people were making the decision that they could no longer afford to drive and they needed to utilize their public transit system, those same public transit systems were making significant cuts in service (Cooper, 2009).These conditions were reflected in survey responses received from individuals across the country. Survey Results The survey generated extensive response and interest. Differing geographic areas, community sizes, and disability types were represented. Demographics Survey responses were received from 7035 individual participants. The research team anticipated responses in the 2000 range. Obviously, the number of responses far exceeded original estimates. Feedback from respondents indicates that accessible public transit is an area of great interest in communities across the country. Respondents were spread throughout the United States with representation from every geographical region and every state in the United States. Respondents from major metropolitan areas such as Los Angeles, New York City, Chicago, the San Francisco Bay area, Washington D.C., and Boston also participated. Respondents also live in suburbs, mid-size communities, and rural areas. Disability Type Survey respondents represented a cross-cutting of disability types including individuals with mobility impairments, individuals with psychiatric or cognitive conditions, people with sensory limitations like blindness, vision loss, or hearing loss, and individuals with speech limitations. Please note that respondents were allowed to identify as having multiple disabilities so the total percentage represented in Table 1 is greater than 100%. Table 1. Disability Type Disability Percentage of Respondents Wheelchair/Scooter User 23 Trouble Walking/Mobility Limitation 21 Learning Disability 16 Blind 14 Mental Health/Psychiatric Disability 13 Low Vision 13 No Disability 11 Speech Impairment 10 Hard-of-Hearing Choose not to answer Deaf Don’t Speak 7 5 3 3 Socio-Economic Characteristics Survey respondents reported varying employment status. Nearly a third (32%) work full time and 18% work part time. Fourteen percent reported volunteer work as their primary employment status. Twelve percent were unemployed, but looking for work and another 12% were students. Only 15% of respondents reported being unable to work. Reasons for the inability to work were not solicited in the survey. Respondents also reported varying levels of education. Over one-fifth (21%) of the respondents reported having a bachelor’s degree and another 21% had graduate or professional degrees. Seven percent of participants hold associates degrees. Seventeen percent had attended college but not received a degree. Another 17% were high school graduates. The survey also asked respondents about total household income. Results for this question can be found below in Figure 1. The largest group of respondents reported income less than $25,000 annually. Nearly a quarter of respondents opted to not answer this inquiry. Transportation Use Survey respondents reported a variety of options as their primary means of transportation. Over a third of the participants (35.1%) rely on a personal vehicle for transportation. Over a fifth (21%) use public transportation as their primary means of transportation. Combined with respondents relying on paratransit (9.3%), survey respondents using public transportation as their primary means for mobility represent 30.3%. Other common responses included family member/friend (15.8%) and disability service providers (8.1%). The full responses can be seen below in Figure 2. Public Transportation Use The vast majority of survey respondents (65%) were public transportation users. Only 35% of respondents did not use public transit. Sixty-three percent of participants who were public transit riders have used transit for more than five years. Only 9% of these respondents have used public transportation less than one year. See Figure 3 for a complete breakout of public transportation usage. The 35% of survey respondents that indicated not using public transportation were asked why they opted to not use public transportation. A third of this group (30%) reported that public transportation was not available in their communities. Another third (28%) indicated that using public transportation was inconvenient. Twenty seven percent prefer using other modes of transportation. Twenty percent of respondents were unable to get to public transit stops and 9% feel the public transit system in their community is inaccessible. Seventeen percent of participants expressed concern about their safety on public transportation and 7% are made uncomfortable by other people on transit vehicles. Finally, 14% of participants expressed concern that public transportation is unreliable. Please note that respondents were invited to select all the applicable reasons for opting out of public transit use. Also, it is unclear if people with disabilities’ reasons for not using public transportation differ significantly from people without disabilities. Survey respondents who self-identified as public transit users were able to describe their use of public transportation. Over a third of survey participants (35%) reported relying on public transportation. Nearly a fifth of respondents (19%) frequently use public transit, while 18% occasionally use it. Similarly, 17% of respondents rarely used public transportation and only 6% only used public transportation when traveling. Respondents who use public transit also described all the different modes of public transportation used. The majority of these respondents who used public transportation (73%) reported using public bus systems. Thirty four percent indicated use of complementary paratransit services. Just under a third (29%) of respondents uses taxi service while 21% use light rail systems. A fifth of respondents (20%) use subways. Please note that over twice as many of our respondents who use public transit ride the fixed route bus than ride paratransit. There is a stereotype that people with disabilities mostly ride paratransit. Our results indicate that is not the case. However, our question directed respondents to check all that apply and it is likely that some respondents ride both the fixed route bus and paratransit. ADA Complementary Paratransit Two thirds of respondents who used public transportation (66%) reported not using complementary paratransit services within the last 12 months. Correspondingly, about one-third of respondents who utilize public transit (34%) use paratransit. However, please note that a significant number of telephone respondents were either unsure of what paratransit is or had misunderstandings as to what it is. Many telephone respondents thought that other specialized transit providers, such as medical and senior transit providers, are paratransit. If respondents who completed the survey on-line had the same type of misunderstanding, this data may not accurately reflect the true number of ADA complementary paratransit users. The 66% of respondents that reported not using paratransit services were asked about their eligibility for service. Nearly a third (27%) indicated they were not, and had never been, eligible for paratransit use. Nineteen percent of respondents were not sure what paratransit services are. Another 19% were unsure about their eligibility status. Fourteen percent of these respondents are eligible for paratransit, but chose not to use the service because it is very inconvenient. Ten percent of these respondents reported being eligible, but preferring to use regular fixed route transit system. Only 2% of respondents not using paratransit reported losing eligibility as the reason for them not using the service. It is significant that 10% of non-paratransit riders are eligible for paratransit but prefer not to use it. Many riders with disabilities appreciate the spontaneity that fixed route travel offers. Paratransit travel requires next day reservations. But if a person with a disability can use fixed route, they can be spontaneous and just jump on a bus. That is valuable. Only 2% of non-paratransit riders lost eligibility for paratransit. Many paratransit providers are tightening eligibility standards for paratransit riders as a result of budget concerns. Those providers had previously been allowing persons with disabilities who didn’t meet the ADA eligibility requirements for paratransit to ride. Once budgets were being cut, those agencies then restricted paratransit travel to riders who meet the eligibility requirements. We expected that the number of those riders who were no longer permitted to ride paratransit would be higher. This is, perhaps, not as big of an issue as we originally anticipated. Of the 34% of respondents that use paratransit services, the frequency of usage spans a wide range. Twenty eight percent report using paratransit more than two times for week. Twelve percent of these respondents ride paratransit one or two times per week. Nearly one fifth of respondents (18%) utilize paratransit services two to four times per month and another fifth (20%) use paratransit once a month or less. For those survey respondents who use paratransit transit, participants offered several reasons for using this service. Forty six percent of respondents use paratransit to access their community. Forty three percent are able to attend medical appointments. A third of paratransit users (32%) get to work using the service. Thirteen percent of users rely on paratransit for all their transportation needs and 9% use paratransit to get to school. Overall Accessibility of Transit System Researchers asked survey respondents who are public transit users to rate the overall accessibility of the public transportation system in their communities for people with disabilities. A total of 4641 respondents responded to this inquiry. Results from this rating can be seen in the Figure 4. Forty percent of respondents indicated that their system is pretty accessible or extremely accessible suggesting that transit providers have made quite a bit of progress to increase access for people with disabilities since the ADA’s passage. In fact, only 14% of respondents said their public transportation system is not very accessible or so inaccessible they cannot use it. Nevertheless, 41% of respondents indicate that although their system is usable, it needs work. In other words, more progress to increase accessibility of public transit for people with disabilities needs to be made. Respondents who use public transit were also given the opportunity to rate the overall improvement of the local transportation system. A total of 4640 participants responded to this inquiry. Results from this rating can be seen below in Figure 5. Half of the survey respondents (50%) indicated that the accessibility of their communities’ public transit systems is either completely accessible or has improved significantly or somewhat. About a third of respondents (27%) reported that accessibility is about the same. Only 14% indicated that accessibility has worsened. The survey also asked participants who use public transit to select two of the most important issues to address for increasing the accessibility of public transportation in their communities. This pre-determined list was gleaned from existing publications offering promising practices for increased access to public transit (NCD, 2005). A third of these respondents (30%) selected poor driver attitudes as a continuing accessibility barrier in public transit. Survey respondents felt strongly about this topic and offered numerous comments on experiences with drivers which are highlighted below. Twenty six percent of respondents indicated that drivers lack basic understanding about public transit providers’ obligations under the ADA present a barrier when using public transportation. Survey respondents also indicated that lack of access to transit-related information presents barriers to access on public transportation. For example, 23% indicated that improved access to transit system information will increase accessibility of public transit in their communities. Nineteen percent selected communication access as a barrier. These categories include drivers calling out stops, visible displays of stop information, transit route information, etc. Also, 15% of participants indicated that improved rider education would increase accessibility. This bodes well as organizations continue to develop materials for people with disabilities to increase awareness of access rights. Of these respondents, 16% indicated that improved vehicle accessibility needs to be addressed. With 32% of respondents indicating that bus/transit stop accessibility is one of the two most important issues that need to be addressed and 24% of respondents indicating that no accessible route leading to their transit stop is one of the two most important issues that need to be addressed, we are reminded that continuing accessibility issues in public rights-of-way are impacting accessibility in public transit. A transit agency might spend a great deal of time, effort, and expense to address accessibility at their stops and stations. However, if there is no sidewalk or curb cut on the street leading to that stop or station, many people with disabilities will be unable to access that stop or station. An emphasis on addressing accessibility issues for public rights-of-way is needed. Access Barriers The survey asked respondents to identify all of the barriers encountered when using public transportation in the past 12 months. This list of barriers was compiled using data collected during the literature review for this project. These barriers are commonly identified as issues encountered by transit users with disabilities. A full list of barriers with response results can be found in Table 2. Table 2. Access Barriers to Public Transit Use for People with Disabilities Barrier Percent of Respondents Indicating Barrier Transit System Barriers Inadequate transit system 46 No accessible route to stops 25 Inaccessible stop or station 19 Inability to navigate system 19 Can’t use fixed route 8 Driver-Related Barriers Not calling stops 29 Attitude 25 Lack of knowledge 22 Refusal to stop 13 Securement Issues Service animal issues Vehicle-Related Barriers Gap or step to vehicle Problems with lifts Full vehicles/no designated seating Disability-Related Barriers Difficultly managing climate conditions Wheelchair too big/heavy 7 5 18 16 14 24 3 The most common barriers selected by survey respondents related to transit system barriers, driver-related barriers, vehicle-related issues, and issues specific to their disability. Top barriers included inadequate local transit systems, drivers not announcing upcoming stops, lack of accessible routes to transit stops, and poor attitudes of transit personnel. Further, participants who reported using public transit were invited to discuss how access or lack of access to public transportation impacts their lives. Responses were received from 4639 public transit users with disabilities. Several responses highlight the importance of transit access for people with disabilities: * “Transportation equals freedom and not having it limits ones liberty, autonomy, and dignity.” * “Can’t get to work if I can’t get transportation. I want to be a tax payer, not a tax user.” * “If I can’t get there – then nothing matters. No job, no school, no doctors, no shopping. Nothing matters if you can’t get there.” * “We live in a driving society. People who cannot drive due to their disability are unable to fully participate in society. It is that simple.” * “It’s wonderful to be able to know I can get on just about any bus that comes along! This is a great improvement over even five years ago. So I have a great deal of autonomy I didn’t have before and therefore more work and social opportunities. The difficult part remains driver and passenger attitudes. Yes, I can get where I want to go, but I’m reminded on almost every transit trip that I am an inconvenience to the driver and other passengers and the constant direct reminder does take a toll on a person.” * “To sum it up, lack of public transportation often leads to increased isolation, decreased income and decreased educational and social opportunities. If not careful, this isolation can lead to depression and associated health problems.” * “If I didn’t have access to public transportation, I literally would be a prisoner in my own home.” * “It affects what jobs I can consider, where I can live, what stores I can shop at, what doctors I can see. There are plenty of stores in the area, but very few I can get to easily, so I shop online. When I was looking for a job, there were many jobs I couldn’t consider because I couldn’t get to them. I pay higher rent than I can really afford in order to be near a station.” The survey also allowed respondents to describe best and worst experiences in public transit usage in narrative form. These stories provide insight into the impact of public transit access in the lives of real users with disabilities. The following discussion highlights some of the more poignant anecdotes from survey respondents. Transit Access Challenges One survey question invited participants to describe the worst experience they encountered when using public transit. Responses about these experiences are valuable for understanding the human impact of accessibility barriers. For example, why is it important that stops be called out? What happens to a rider if the lift doesn’t work? These stories illustrate the fundamental reasons why transit agency ADA compliance is so vital. Please note, respondents were not asked to describe their typical transit experience. Experiences offered in this section reflect only participants’ self-reported worst experiences, not their typical experience. As such MTC cannot provide data on the level of frequency for these access challenges. Also, respondents were not limited on a time frame for these occurrences. Therefore, these negative examples may have occurred recently or several years ago. Respondent experiences are grouped by reported transit access barriers. Inadequate Transit System Forty six percent of respondents reported barriers related to an inadequate public transit system in the local community. This can include lack of sufficient transit stops, route limitations, long wait times between pickups, or inadequate service at night or on weekends. Please note, this barrier is not disability specific, but can adversely impact any transit user. As such, the barrier most frequently selected by respondents is a barrier that is not ADA related. The ADA does not require that public transit exist. Instead it requires that where public transit does exist, it be accessible to people with disabilities. Paratransit service times must correspond to fixed route service times. If the fixed route cut its service hours and no longer provides service during weekends or evenings, the paratransit service can cut its service accordingly and that would still be ADA compliant. If the fixed route service cuts the geographic area it serves, corresponding cuts can be made by the paratransit service and those cuts are allowable under the ADA. A transit system could totally stop operating and that would still be ADA compliant because the ADA does not require that public transit exist. Even so, more respondents selected the barrier of an inadequate transit system (not enough stops, doesn’t go where I need it to go, long wait times in between vehicles, inadequate service at night or weekends) more than any other barrier. In fact, almost twice as many people selected an inadequate transit system compared to the next most frequently chosen barrier. This is likely to be reflective of the national economic decline occurring during the time of the survey. Many transit system cuts in routes and times of service related to budget restrictions were being put into place around the time respondents were completing the survey. In addition, many rural areas still are without adequate transit options for all of their residents. Even though the adequacy of a transit system is not an ADA issue, it still colors respondents’ attitudes toward their transit agency. If a person is unable to get to their employment because their transit system doesn’t go there, or their transit system is not running during the times it is needed, that is likely to be the biggest problem that individual is facing. Other accessibility issues don’t matter if there is no bus that goes where that person needs it to go, when they need it to go there. Some respondents reported: * “The recent reduction in public transportation in the rural area where I live may impact my ability to continue my employment. I love my job and want to work full time but I don’t have a way to get there if there is no public transportation on the weekend.” * “I received a summons to jury duty. Paratransit wouldn’t take me because their service didn’t start early enough in the morning to accommodate the time I needed to arrive for jury duty.” * “Having to cope with the local metro transit reduction plan causing me to be stuck without transportation for nine months until my lease is up and can then move to where public transportation still exists.” Access to Transit System A quarter of respondents, 25%, reported that the lack of an accessible path-of-travel to the transit stop creates barriers to the use of public transit. This barrier can include obstructions to sidewalks, lack of sidewalks, unsafe conditions along the path-of-travel, and lack of adequate pedestrian signage. A few specific examples include: * “Most places my problem is that there aren’t good sidewalk connections from where I am (or live) to the bus. I’d love to take the bus more frequently, but where I live now there’s no accessible connection between my house and the nearest bus stop.” * “Upon arriving at the destination station, I was unable to walk the couple of blocks to my final destination because it required a dangerous crossing without any audible signals.” Nineteen percent of participants reported that their inability to navigate the transit system presents a barrier to accessing the public transit system. The stories below are reflective of transit system practices. However, what is unknown is how many of these 19% of respondents have navigation problems that might be addressed by travel training. Travel training is not required by the ADA but is a cost effective practice. Some riders will not be able to navigate the fixed route system regardless of how much travel training is provided. However, considering that a rider with a disability who is unable to navigate the fixed route system is eligible for ADA complementary paratransit and paratransit is significantly more expensive to provide in comparison to fixed route, it may behoove transit agencies to provide travel training in order to reduce that expense. And certainly transit agencies can reduce the need for paratransit services by developing practices that will address the problems illustrated by the worst experiences. Individual respondents had this to say: * “I am trying to catch a particular bus, but many different buses stop at my bus stop. I cannot identify which bus to take visually, so if I am alone, I have to ask the driver which bus he is driving as passengers load. This becomes problematic when two or three buses stop at the same time; at least one is bound to get away before I can inquire about its identity. Sometimes the bus I want to catch gets away before I get to it. Then I am forced to wait 30 minutes for the next bus.” * “The bus that goes from my home did not run on a particular day. Patrons were notified by a sign that was posted on the bus earlier in the week and no one told me about the sign. I waited in the cold for a half an hour. Drivers need to take responsibility for telling blind patrons about such signs.” * “The bus company is changing the bus routes too frequently.” Again, nineteen percent of survey respondents selected inaccessible stops or stations as an accessibility barrier to public transit use. This inaccessibility can include inoperable elevators or escalators. In fact, the stories shared by respondents often discussed elevators being out of order. * “It was a subzero winter’s day when I exited the light rail on my way to work. I took the elevator up to the pedestrian ramp and wheeled over the highway. On the other side, taped to both elevators were signs dated from the day before reading, “Out of Order: Maintenance Pending”. I was trapped and alone! I was getting extremely cold. Ten minutes had passed but the next train was still 20 minutes away. Luckily, two men walked by and noticed my situation. One carried me down the icy steps on his back while the other brought my wheelchair down.” * “I went into downtown using the subway and at my destination the elevator to the street did not work. I had to re-board the train and attempt another station. I had to do this eleven times before I found an elevator that functioned. The authorities told me that they’d be repaired that day. But in the evening, I had to try thirteen elevators before I came upon one that worked.” Eighteen percent of respondents reported that a gap or step into the transportation vehicle causes barriers to transit usage. Oftentimes, the personal stories involved the gap between the platform and the train or light rail. For example: * “In trying to step across the 18 inch gap between the train and the platform, my 95 pound guide dog fell into the gap and despite my screams for help, not one person helped me to pick him up.” * “The gap between the subway and the platform was too large. My two wheels got stuck in the gap. Luckily someone lifted my wheels out before the train moved. Very dangerous situation.” Driver-Related Barriers Nearly a third of respondents, 29%, indicated that drivers not calling out stops represented a major transit access issue. Here are a few personal stories indicating the impact of this action: * “The bus failed to let me off at the stop I requested and the driver did not announce the stops. This was during the winter with a huge amount of snow on the ground. The driver finally let me off blocks after my stop and I had to cross a horrible intersection, which sighted people are frightened to cross, and climb over four foot snow drifts to get back to where the driver should have dropped me off. In this process, I ended up falling and ripping a skirt to a very expensive suit. (I was coming home from work.)” * “A bus operator refused to announce stops, then got on the PA system and announced to passengers that he could no longer drive the bus safely because this blind lady was harassing him about calling out stops.” * “Especially on unfamiliar routes, where I can’t keep track of approximately where we are, and I have to rely on the drivers to remember to call my stop, I feel very anxious. I had several experiences of checking and asking a driver which stop we were at, and being given the response, ‘Don’t worry. I’ll call your stop.’ This is unhelpful, first because it doesn’t answer my question, second because there is no guarantee that a driver will remember a stop, and third because it leaves me without any information as to where we are. I’ve had numerous experiences over the years of drivers not remembering my stop and having to get off at a stop beyond my destination and having to navigate unfamiliar areas to find the stop for the bus heading back in the opposite direction.” A quarter of respondents, 25%, indicated that the attitudes of drivers and operators are a barrier to the accessibility of public transit. The impact of these negative attitudes is best highlighted with some of personal stories shared by survey respondents: * “The driver…stating that crippled people should not ride the bus, they should stay inside where people don’t have to look at them.” * “The driver refusing to (allow) me to board because she thought I was drunk. I have multiple sclerosis and have difficulty walking, seeing and speaking. She called the police and the police called a fire rescue that took me to the emergency room.” * “Driver tried to not accept me paying full fare and told people they had to move out of the seats they were in at the front of the bus when I wanted to go back and sit or stand like others. Then he kept talking to me over the intercom saying he was not going to call stops if I did not sit in the handicapped seating.” * “When the driver insists on asking me where I want to get off and won’t leave it alone when I say that I’ll let him know. And further, when the driver asks a co-worker that happens to be with me if they know where I want to get off, or when he asks other passengers. I consider myself capable enough to ring the bell when I want to get off, just like other ‘normal’ riders.” Similarly, 22% of respondents selected drivers’ lack of knowledge as a barrier. This lack of knowledge includes general unawareness of ADA rights and responsibilities for people with disabilities, ignorance of disability-related issues, and misinformation about drivers’ individual ADA compliance responsibilities. For example: * “I was told I have to ride paratransit because of my disability.” * “The driver refused to let me on the bus because I would not go on the lift backwards with my wheelchair. I can’t see well and it’s dangerous to be five feet up in the air and doing that. I nicely said I had to go on forward and that we are allowed to go on either way. He refused to move the bus. I called customer service but he wouldn’t talk to them. Some passengers got out and circled me and cursed and screamed at me. It was so scary. A supervisor came, another bus came and all the passengers fled to that bus, and the supervisor made the bus driver let me on forward. I was the only passenger left on the bus.” * “Driver would not let me use the lift, because I have a mobility issue but was not in a wheelchair. I had to crawl and drag myself up the stairs.” Thirteen percent of respondents indicated that drivers’ refusal to stop the transit vehicle to pick up riders with disabilities is an access barrier. For example: * “Repeatedly being left on the side of the road by buses with inoperable lifts. Once after three buses failed to pick me up, paratransit refused to send someone and I was left on the side of the road for six hours until 10:00 P.M. when a compassionate police officer offered to put my chair in his truck and drive me home.” * “I missed my college classes three times last year when a bus driver failed to pick me and my guide dog up three times in a row. Experiences in which the drivers pass me up made me miss very important things.” * “When I was late for work and three bus drivers kept on going without even making the attempt to pick me up in my wheelchair. They just pretended not to see me behind the people who got on board. They closed their doors as soon as the able-bodied people got on board even though I was saying “Excuse me; I need to get on board”. I asked passengers to tell the drivers but they just kept on driving without even looking at me.” Individuals using mobility devices like motorized scooters and wheelchairs reported that drivers often improperly secure their mobility devices, resulting in unsafe riding conditions. This improper securement is often rooted in lack of driver education about securement techniques or poor driver attitudes. Seven percent of respondents reported barriers related to securement issues. * “The driver failed to secure the front tie downs on my motorized wheelchair. Therefore, when the driver accelerated after stopping for a traffic light, my wheelchair with me in it flipped backwards. If it had not been for the backpack on the back of my wheelchair my head would have hit the floor of the van and I would have suffered serious head trauma. As it was I had to be transported to the emergency room by ambulance and treated for a lower back injury.” * “I was not properly secured on the bus. The driver had to make a sudden stop and I went flying and had to go to the hospital via ambulance. I ended up having to have dental work done due to having a few teeth knocked out in the fall.” * “Driver was rude, unknowledgeable about the lift and tie downs, refused to take direction on how to secure my chair, and drove off with me relying on a traveling companion to be a ‘human tie down’.” Transit users that utilize service animals also report problems with drivers refusing to allow access on transit vehicles. Five percent of survey respondents indicated this was an access barrier. Specific stories include: * “Bus drivers refuse to allow a service dog on the bus. I have also had a driver refuse to move the bus once I got on. Many of the other riders were getting angry. Some of the riders tried to tell her that service dogs are allowed.” * “I have been refused access to the bus due to the fact that I have a service dog and the bus driver was uneducated about service dogs.” * “Walk up to the bus at a bus station, in the rain, and the driver refused to allow me to board with my service animal. The driver called into his dispatch who told him that he did not have to allow us to board the bus.” Vehicle-Related Barriers Despite the fact that 98% of transit vehicles currently in use are fitted with lifts or ramps, survey respondents still indicate that barriers exist related to transit vehicles. For example, 16% of transit users reported problems with vehicles lifts. * “The lift on the bus didn’t work and I missed an appointment for a job interview.” * “Due to a faulty wheelchair lift, the lift free fell while I was on it from its full height of four feet. The momentum caused me to come out of the wheelchair, landing face first onto the asphalt from that height. “ * “Below zero temperatures and three buses went by with broken/frozen lifts.” Further, 14% of respondents indicated that encountering capacity limitations on the vehicles create barriers. Specifically, transit vehicles are too full and wheelchair designated areas and priority seating areas are occupied. * “Because I have an invisible disability (rheumatoid arthritis), I often have trouble getting people to give me a seat in the disabled section when the bus is full. One time, a bus driver refused to help and I was forced to stand. I was jerked around quite a bit and my joints couldn’t take it. In addition, I don’t have the grip strength to hold on to the rail. I fell down and much to my surprise people walked over me to get out instead of helping me up! Even after seeing that, no one gave up their seat in the disabled section for me.” * “It was a rainy day. There were a number of able-bodied riders waiting along with me at the stop. When the coach arrived the driver allowed all able-bodied riders on to the coach and then declared the coach too full for me to access the vehicle. Without further comment he closed the doors and took off. The next coach arrived and the driver could not get the lift to work. The next coach arrived packed to capacity. At this point in time my clothing was soaked and I was very cold. After checking the time I discovered I had no way of making my appointment, so I went home and phoned to notify them that I could not make my appointment.” Complementary Paratransit Barriers The survey instrument also allowed respondents who utilize paratransit services to identify barriers they encountered during the last 12 months. A total of 1590 respondents, or 34% of public transit users, indicated they used paratransit services in the past 12 months. Of these users, respondents indicated barriers involving scheduling, wait time, driver attitudes, among others. A full list of responses can be found in Table 3. Table 3. Complementary Paratransit Barriers for People with Disabilities Barrier Percentage of Paratransit Users Reporting Barrier Schedule-Related Barriers Reservations 49 Long waits due to window 44 Pick up window missed 32 On the bus too long 31 Times of service No show policy 29 17 Driver-Related Barriers Driver attitudes Eligibility-Related Barriers 27 Lost eligibility 4 When asked to describe their worst experiences using public transit, a significant number of respondents shared stories related to paratransit. These anecdotes are used below. Schedule-Related Barriers Nearly half of all paratransit users reported problems with scheduling rides or negotiating reservations. The ADA allows paratransit providers to negotiate pickup times with passengers. In fact, paratransit providers can negotiate pickup times to be an hour before the requested time to an hour after. This negotiation process, as well as other practices such as conditional eligibility, can lead to problems for paratransit riders. * “The worst experience…that still continues is the delay. Having to tell my employer that I might be late or not have a pick up from work until an hour after my shift has ended is ridiculous.” * “I am on conditional service with paratransit. This requires uncertainty every day of whether or not I will be able to utilize one mode of transportation to get to work, or if I am going to have to waste time transferring between paratransit busses and light rail just to get to and from work.” * “Long hold times on the phone. Can call ahead a week ahead only during work hours so have to make reservations while I’m at work most the time.” Forty-four percent of paratransit users reported barriers related to long waits associated with reservation windows. Most ADA complementary paratransit providers have an established paratransit pick-up window, and a 30 minute window is typical in the transit industry. In other words, the paratransit provider can pick up a rider anywhere from 15 minutes before the scheduled time to 15 minutes after the scheduled time. As such that rider may be waiting at the curb for up to 30 minutes. That can be a problem for many people with disabilities who have difficulty with waiting outside in cold or hot weather. Over a third of paratransit users, 32%, indicated that missed pick up windows present access barriers. Some personal stories about this issue illustrate the impact this situation has on users with disabilities: * “I had two interviews for the same job. My pick-up was more than four hours late both times. Needless to say, I did not get the job.” * “Paratransit did not show up to get me from a job interview and I was stuck outside of the storefront for over four hours. The employer saw this and felt I did not have reliable transportation.” * “Having to rely on a service that can be 45 minutes early to 45 minutes late when I need to be on time for my job.” * “Picking me up early from work and getting mad when I don’t come out. I have to clock out and can’t (leave) until my job is over.” A third of paratransit users, 31%, also reported barriers about being on the paratransit vehicle for too long. For example: * “Was picked up at 7:00 am to be dropped off for a 10:30 am work schedule. Was picked up at 5:00 pm and dropped off at 8:30 pm at my home. A very long and tiring day.” * “I was picked up 3 ½ hours before it was necessary to go to the airport and the airport was 15 miles from my pickup point. I missed my flight because they said they had to drop the ‘regulars’ off first.” * “I had been picked up to go home in the evening at around 6:30, and while on the way to the side of town I live on, others were picked up and dropped off. We were even within two blocks of my house on three different occasions, but yet the driver would not go to my house. By the time I got home, it was 9:50 and my CNA (certified nursing assistant) was ready to leave. If my CNA had left, I wouldn’t have been able to get to bed. I also had told the driver several times that I needed to get home to go to the bathroom because I have an overactive bladder disorder. I, unfortunately, had an accident and made a mess under my wheelchair. When the driver finally stopped to let me out, he yelled at me and made me feel even worse than I already did.” * “The (paratransit) rides were frequently late. I was frequently late to work due to their lateness and often had rides home from work that lasted over three hours. I complained frequently and was just told that my employer should understand. I actually had to retire a five-year-old guide dog because he became too stressed and sick from the overly long rides on the vans. My days were often 13 to 14 hours long due to late and long rides. I came near to losing my job over it.” Nearly a third of paratransit user respondents, 29%, indicated that the times of paratransit service in their communities create barriers to public transit access. This is another barrier that is related to an inadequate public transit system and is not ADA related. Inadequate service on nights and weekends can adversely impact any user, not just riders with disabilities. Seventeen percent of respondents who use complementary paratransit services selected transit providers’ no show policies as a barrier to the use of public transit. * “The driver arrived and left before my window of time even started and marked me as a no-show. Meanwhile, I didn’t know he was there and gone so I waited until my window was up only to call and learn he had left before my window began. “ * “Paratransit failed to show up at my apartment on the date I had a doctor’s appointment scheduled. I was outside on time within the ready window and it was cold outside and for some reason the driver had failed to read the right address and apartment number. Another paratransit bus came by but told me I wasn’t on their route. They had even radioed in and the dispatcher also said I wasn’t’ scheduled on their route and she couldn’t change it. I called again and waited on hold for a really long time and then they told me I had received a no show.” Transit Access Successes While the past sections have discussed barriers experienced by survey respondents, participants were also invited to share positive stories about access to public transit across the country. It is important to note that 14% of respondents reported no barriers encountered in the past 12 months of transit usage. Further, 15% of paratransit users encountered no barriers. One survey question invited participants to describe the best experience they encountered when using public transit. Again, responses about these experiences are valuable for understanding the human impact of access to public transit for people with disabilities. Calling Stops The ADA requires that for buses, light rail and rapid rail, at minimum, all transfer points, major intersections, and destination points be announced either by the operator or by an automated system. In addition, other stops should be announced sufficient to permit individuals with visual or cognitive disabilities to be oriented to their location and any time an individual with a disability requests a stop announcement that should also be made. Respondents had these comments: * “The buses in my town actually announce all of the stops, not just the major ones, and that is extremely helpful.” * “I appreciate the automated announcements of stops, because I don’t have to rely on whether the driver will remember to call all stops; the automated announcements also help me learn routes.” Driver Successes Overall, responses indicate that bus drivers are the front line for transit customer service. When evaluating survey responses, it becomes apparent that driver behavior plays a major part in the experience of people with disabilities. If drivers are friendly, pleasant, helpful and considerate, riders with disabilities report more positive transit experiences. It boils down to customer service. Improving customer service for people with disabilities means an improvement for all riders. Several respondents offered stories of superior service offered by transit drivers: * “Bus drivers are very accommodating when we have extreme weather conditions. This winter a driver was dropping me off at my destination instead of one block away where the stop is located. He was concerned that my friend and I would not be able to walk over the snow piles to keep a safe distance from the traffic.” * “I like that the bus drivers actually say ‘thank you’ for using the service.” * “Bus driver was happy to get me situated on the bus and tied down. He acted like it was a pleasure to serve me. Made me feel good.” * “I was once picked up by a driver who went out of his way to make sure I got where I was going by calling another driver to ask that he wait for me so I could transfer. The driver walked me to the waiting bus.” * “Bus operators who honor my request to lower the ramp without question, even though I have hidden disabilities.” * “Because of my visual impairment, I appreciate it when drivers help me locate the bus I need at transfer points.” * “Friendly driver allowed me on a crowded bus that other drivers would have (and have) denied me passage. Driver used humor to obtain passenger cooperation to make wheelchair spot available, secured chair without complaint, and provided safe and comfortable transit to destination while calling out stops…Other passengers were supportive and friendly rather than upset at time taken to get me in and secured or at being asked to crowd together. I attribute that to the driver’s attitude and actions.” Navigation Respondents with sensory and cognitive disabilities often have navigation challenges, especially when trying to access a large system with many routes and vehicles. * “I’m hard of hearing and usually have difficulty hearing and/or understanding the conductors on the commuter rail and subways announcing the train destination and the stops. The best experience I had was on the subway when the train destination was clearly written on the train as well as on electronic displays in the station. In addition, once on the train the stops were announced early in an automated voice as well as being written on the electronic displays. It was very efficient and I didn’t have to worry about missing my stop or getting on the wrong train.” Accessible Stops and Stations Maintenance of accessible features, drivers’ willingness to provide reasonable assistance, and modifications to policies when accessibility problems arise all contributes to the overall accessibility of a transit system. * “The subway line was fantastic. The elevators always worked and were reasonably clean, the gap between the platform and subway car was small enough, etc. The one time I encountered a broken elevator, the employees arranged for a bus to meet me at the next station and take me directly to my destination (thus helping me recover the time lost due to the detour).” * “The ramp to exit the light rail near my house was a little steep which made it hard for me to exit using a wheelchair. I really appreciated that the drivers would always get up and help me. No matter which driver it was they all helped, so it must have been a policy. It’s great to know that they had been trained to be aware for people in need!” Lifts The ADA requires regular and frequent checks of lifts sufficient to determine they are operative. This type of maintenance program has a big impact on lift function. Nevertheless, it is again the drivers’ willingness to modify policies, practices and procedures that creates full accessibility. Survey respondents offer these examples: * “The best experience was when the new management company made a rule that no bus was allowed to leave the yard if the lift did not work and meant it!” * “Recently the wind chill was minus 20 degrees, and the lift would not raise the weight of me and my power chair because the hydraulic fluid had thickened from the cold. After I asked him to, the driver brought my chair up first, and then me, because I can walk a little bit. I was able to get to work on time because of his extra effort.” Paratransit Good customer service makes a difference in paratransit services as well: * “On paratransit, the bus arrived when expected and the driver explained what he was doing (i.e. what was the order of drop-offs, additional pickups) as soon as a rider entered the bus. The driver was friendly and asked passengers if the temperature was adequate/comfortable. The driver did not make me feel like I was making him late.” * “The driver had a smile on his face, he talked with me and joked around. He said hi and bye and gave other greetings to me, my family and my day staff.” * “Good, well-trained, knowledgeable staff and personnel, in helping me get to my destination. Staff that are available to respect my disability enough and ask for me to guide them in helping me rather than assuming they ‘know what to do’.” Just For Fun Two respondents offer these examples of equal opportunity: * “In 1996, the first year the bus route in my neighborhood started using buses with lifts, I got on the bus in my wheelchair and ran away from home. (I was 12.)” * “I was riding two or three years ago and no one would stand up and let this cute young lady sit down so I offered her to sit on my lap. I’ll be damned, she agreed. Boy, did I enjoy that trip to the doctor that day…” Research Limitations This study is limited by several factors related to the research team, instrument, population, and methodology. Specifically, the research team is comprised of people with disabilities who use public transit on a regular basis within their local community and while traveling. Several members are also active with transit issues in their local communities. However, inherent biases based on these characteristics were mitigated through the use of quantitative data collection methods and automated data analysis. Also, researcher interaction with survey participants needs to be identified and mitigated so not to affect responses. Because participants were allowed to contact MTC to respond to the survey via telephone, in depth personal interaction occurred between the data collectors and survey respondents. However, this contact did not compromise the anonymity of survey responses when data analysis was completed. While the survey instrument used in this project was developed by the research based on extensive literature reviews and experience working with accessible transit issues, it should be noted that it was tested in only a limited fashion. Also, many of the survey’s multiple choice questions included an “other” option. This choice was intended to provide a selection for those respondents whose answers didn’t fit in any other listed category and it included an open text box. Unfortunately, many respondents selected the “other” choice in order to utilize the text box to include more details, when in reality, their response fit into one of the listed categories. At this time, the research team has not tabulated the “other” responses which actually fit into a listed category. In some cases, those responses may slightly modify the percentage for the corresponding listed category. In this report, only responses given by at least 1% of respondents for each multiple choice question are discussed. For a full report of the data, contact Meeting the Challenge, Inc. Additionally, all participants were volunteers that could have chose to participate because of interest in the topic or a desire to learn more about the ADA and transit accessibility, contributing to a self-selection bias. Therefore, those people with disabilities who opted not to complete the survey may have significantly different opinions of public transit accessibility in their communities. Their participation could have yielded significantly different results. Unfortunately, the overall response rate for the survey is unknown because of the dissemination method used. The research team was unable to track the overall number of individuals who received information about the survey opportunity because of the viral nature of the survey dissemination. However, the overall number of survey responses received (N = 7035) indicates the value of this project. Despite these limitations, the results of this project still yield promising results with implications for transit providers across the country. Discussion Using this rich source of quantitative and anecdotal information from over 7000 people with disabilities across the country, several key issues emerge. This information is useful for transit providers, disability service providers, and people with disabilities in the United States as accessibility issues are continually addressed. Access to public transportation continues to be important in the lives of people with disabilities. This is indicated by the strong response MTC received to the survey solicitations and self-reported information of respondents. For example, when no accessible transportation was available to respondents, individuals were asked how lack of accessible transportation impacts their lives. Of these individuals, only 405 respondents indicated they would not use public transit if it was available. Some examples of responses included: * “Must rely on family member, which works if we want to do things together, but for true independence it doesn't exist. If a family member or friend doesn't provide transportation there isn't any. Paratransit service was available when we first moved in to our home, but then was discontinued.” * “Makes it difficult finding and keeping a job.” * “I gave up on trying to get work and went on disability.” * “Medicaid funded transportation is available, but not convenient. Only transports if on a waiver program even if you have Medicaid. Very expensive to use - $3.00 first mile and 50¢ every mile after. Also must schedule 72 hours in advance. Difficult to deal with and not very helpful. Hope I don't get bad sick and have to go to the doctor immediately because I would have to wait three days before I could go with them.” * “I am always having to depend on others for rides, even for work and basic needs. I don't have the option of setting my own schedule as I please. I am less independent here then when I was living in a city with mass transit. Everybody used it there, and I felt less different. I considered it safe because everyone used it...not just those in the most 'downtown' parts of the city. It was everywhere and not a big deal. I was just able to live my life and take care of my own needs. I knew coming back here for family would be a huge sacrifice in this way, and it's a shame to me that the transportation issue here has to be so complicated and my whole lifestyle had to adjust at the expense of my independence.” * “Means that I have to pay about $400 every two weeks for taxi commute to/from work.” * “I have to rely on paid caregivers to go anywhere.” * “Have to take wheelchairs on the highway from low cost housing, which is two miles from town (there are no sidewalks most of the way into town).” Specific words used by some respondents to this question to be very descriptive of life without transportation options: * “…isolated…” * “…prisoner…” * “… limited…” * “…trapped…” * “…homebound…” Overall, great progress has been made in the removal of access barriers as indicated by survey respondents. However, there is still much to be done. Barriers riders are currently experiencing are more specific and are accentuated by reductions in overall service of transit entities. While much focus and attention has, in the past, been focused on barriers experienced by wheelchair users (NCD, 2005), the results of this survey indicate that a lack of stop announcements is the largest ADA compliance barrier still experienced by people with disabilities. This barrier is most frequently identified by people who are blind or have low vision. This group also reported problems with navigating their transit system and problems related to service animals. Researchers are planning further analysis of survey data to explore relationships between disability type and identified barriers. A person who uses a wheelchair can now generally get on a bus but they are still facing attitudinal issues, drivers passing them up, and maintenance problems resulting in lifts not working. Poor attitudes of transit personnel continue to present significant access barriers for people with disabilities. Personal anecdotes offered by respondents indicate that when riders are passed up and not given the opportunity to board, when riders are not getting stops called out, and when riders are receiving poor customer service, it is a dehumanizing process resulting in riders with disabilities feeling like second class citizens. The greatest barrier experienced by people with disabilities in accessing public transit is not related to the ADA at all. The greatest barrier is a lack of an adequate transit systems and lack of service. Rural access to transportation is so limited that the ADA does not matter at that point. If there is no transportation system, there is nothing there to be made accessible. Conversely, a significant concern is that there are riders with disabilities who do not have a sufficient knowledge of the ADA to fully understand their rights and responsibilities. Most riders understand some parts of the ADA. But not fully understanding the entire scope of the ADA and transit limits the ability of some riders to successfully use public transportation. A lack of complete understanding of the ADA can result in riders expecting privileges and services that the ADA does not require and that can result in problems for transit agencies. Fifty three percent of respondents indicated that they feel they understand the ADA completely or fairly well. Full results from the survey inquiry related to awareness of transit access rights and responsibilities can be seen in Figure 6. However, interaction with telephone respondents indicated that many did not have an accurate understanding of the ADA. For example, these respondents were unclear about the definition of ADA complementary paratransit and many telephone respondents were inaccurately counting their other specialized transportation providers, such as medical or senior transportation providers, as paratransit. This misunderstanding is significant. The ADA requirements for ADA complementary paratransit and for other specialized transportation providers are entirely different, and if a rider does not understand this difference, they do not understand their rights. Further, 15% of respondents acknowledge that lack of rider education and information presents a barrier to transit access. Part of the problem is that at the time of the survey, complete information on the ADA and transit access rights was limited for people with disabilities. Materials available to riders at that time only presented part of the ADA picture. For a rider to develop a complete understanding of the ADA, they would have to delve into the regulations, a sometimes daunting and confusing task for anyone. Fortunately, materials targeted toward transit users with disabilities are in development. Transit agencies can also play a role in educating their users with disabilities. Transit agencies should develop programs to educate their riders with disabilities about the ADA. If a rider fully understands the ADA, they will not be requesting services that are beyond the scope of the ADA, possibly cutting down on time and expenses related to grievances and other accessibility complaints. In conclusion, transit agencies would do well to reevaluate their policies, practices, and procedures in light of this information. Transit agencies are well advised to work with a third party to survey their customers with disabilities to determine what barriers might still be occurring within their own system. Open communication should be established between transit providers and their riders with disabilities. Passenger advisory committees that include riders with disabilities are a valuable asset for transit agencies. Also open lines of communication with the local independent living center and other disability organizations can provide a conduit for information for transit agencies. Transit agencies should also renew their emphasis on training, including refresher training, for drivers, dispatchers, and reservationists. Special emphasis should be placed on attitudinal concerns, calling out stops, maintenance requirements, securement use, and other continuing barriers identified by survey respondents. Please note that it is not enough to train drivers only when they are new hires. Training must be ongoing. Transit agencies are both invited and encouraged to share the anecdotal data collected during this project (the stories related to riders’ best and worst experiences) with their drivers, dispatchers and reservationists. These stories add the human element to the legal requirements of the ADA. Drivers, dispatchers and reservationists must know the human consequences of accessibility barriers. Transit agencies should not just address the percentage of time they are successful with ADA compliance. They should also address the consequences of failure, even when failure is infrequent. A fully accessible fixed route system will reduce costs because it will reduce reliance on paratransit. (NCD, 2005, TRCP Report 24) If stops aren’t being called out, and a rider who is blind then applies for paratransit as a result, a transit agency has a choice. They can provide rides to that individual on paratransit, at greater expense or they can call out stops and ensure the fixed route is fully accessible to that individual. For additional information regarding transit agencies’ responsibilities and rights under the ADA, contact your regional ADA center at 800/949-4232 (V,TTY) or visit the Transit Access Project website at www.transitaccessproject.org. The bottom line is that improving customer service for riders with disabilities will improve customer service for everyone. The transit industry is a customer service industry and quality service makes a difference. References Bailey, L. (2004). Aging Americans: Stranded Without Options. Washington, D.C.: Surface Transportation Policy Project. Cooper, M. (2009, February 4). Rider Paradox: Surge in Mass, Drop in Transit. New York Times. Retrieved May 18, 2010 from http://www.nytimes.com/2009/02/04/us/04transit.html?scp=5&sq=2009%20transit%20cuts&st=Search Denson, C.R. (2000). Public Sector Transportation for People with Disabilities: A Satisfaction Survey. Journal of Rehabilitation, 66, 3, 29-37. The Employment Crash. (2008, December 7). The New York Times. Retrieved May 18, 2010 from http://www.nytimes.com/2008/12/07/opinion/07sun1.html?scp=1&sq=The%20Employment%20Crash&st =cse Harris, L. & Associates. (2000). Key Findings: 2000 N.O.D./Harris Survey of Americans with Disabilities. Retrieved May 18, 2010, from http://www.nod.org National Council on Disability. (2005). The Current State of Transportation for People with Disabilities in the United States, June 13, 2005. Washington, D.C.: Author. Rogers, D. (2002, December 1). Balancing act: Stabilizing paratransit costs, American City & County. Retrieved May 18, 2010 from http://americancityandcounty.com/mag/government_balancing_act_stabilizing/ Transit Cooperative Research Program. (2005). TCRP Synthesis 60: Practices in No-Show and Late Cancellation Policies for ADA Paratransit. Washington, D.C.: Author. U.S. Department of Transportation, Bureau of Transportation Statistics. (2003). Freedom to Travel, BTS03- 08. Washington, D.C.: Author. The National Transportation Access Research Project: A Survey of Riders with Disabilities was developed by Meeting the Challenge, Inc. (719-444-0252) with funding provided through a cooperative agreement (Project #CO268001) with the Federal Transit Administration. www.transitaccessproject.org 719-444-0252? APPENDIX A Accessible Public Transportation Survey Transportation Use 1. What is your primary means of transportation? ( ) Personal vehicle ( ) Carpool ( ) Family member/friend ( ) Service provider (receives funding to provide low cost transportation for people with disabilities) ( ) Public transportation ( ) Paid service (such as taxis) ( ) Bike ( ) Walk/Wheelchair/Scooter ( ) Paratransit ( ) Other 2. Have you used public transportation in the last 12 months? ( ) Yes (If yes proceed to Question 6) ( ) No (If no, proceed to Question 3) Don't use public transportation 3. Why don’t you use public transportation? (Check all that apply.) ( ) I prefer other modes of transportation ( ) I do not feel safe using public transportation ( ) Other people on the vehicles make me nervous ( ) The transit service is unreliable ( ) Our transit system is inconvenient ( ) The transit vehicles are inaccessible ( ) There is no public transportation available ( ) I am unable to get to transit stops ( ) I lost paratransit eligibility and cannot use the regular transportation system ( ) Other ___________________________________________ 4. If no accessible public transportation is available, how does the lack of accessible transportation impact your life? _______________________________________________________________ 5. How likely are you to use public transportation if it were made available or improved? ( ) I would not use it. ( ) I would consider using it. ( ) I would probably use it. ( ) I would definitely use it. (Please continue to Question 24) Public Transportation User 6. How would you describe your use of public transportation? ( ) I rely on public transportation ( ) I frequently use public transportation (a few times a week) ( ) I occasionally use public transportation (a few times a month) ( ) I rarely use public transportation (a few times a year) ( ) I only use public transportation when traveling ( ) Other ________________________________________________________ 7. What modes of public transportation do you use? (check all that apply) ( ) Bus ( ) Subway ( ) Taxis ( ) Light rail ( ) Paratransit ( ) Other ________________________________________________________ Fixed Route Barriers 8. What barriers have you encountered in your use of public transportation in the last 12 months? (Check all that apply.) ( ) Drivers not calling out stop ( ) Problems with lifts ( ) Gap or step to transportation vehicle ( ) Drivers refusing to stop ( ) No accessible route to the public transportation stop ( ) Inaccessible public transportation stop/station ( ) Difficultly managing climate conditions (can’t take the heat or cold) ( ) Securement issues (I am unable to secure my wheelchair and the drivers either won't help or don't know how) ( ) Public transportation vehicle is too full/wheelchair areas are occupied ( ) Wheelchair too big/too heavy ( ) Can’t use fixed route, not eligible for paratransit ( ) Drivers lack knowledge ( ) Inability to navigate system (figuring out route, schedule or service) ( ) Inadequate transit system (not enough stops, doesn’t go where I need it to go, long wait times in between public transportation vehicles, inadequate service at night or on weekends) ( ) Service animal issues ( ) Inappropriate driver attitude ( ) Other ________________________________________________________ ( ) I have encountered no barriers 9. Have you used complementary paratransit services within the last 12 months? ( ) Yes (If yes, please proceed to Question 11) ( ) No (If no, please proceed to Question 10) Don't use paratransit 10. Are you eligible to use paratransit? ( ) No, I have never been eligible ( ) No, I lost eligibility ( ) Yes, but it is very inconvenient ( ) Yes, but I prefer using the regular transit system ( ) I don't know what paratransit is ( ) I don't know if I am eligible Paratransit rider 11. How often do you use paratransit services? ( ) I use it once a month or less ( ) I use it 2 - 4 times a month ( ) I use it 1 - 2 times a week ( ) I use it more than two times a week ( ) Other __________________________________ 12. For what purposes do you use paratransit? ( ) I use it exclusively ( ) I use it to get to work ( ) I use it for medical appointments ( ) I use it for access to my community ( ) I use it to get to school ( ) Other _________________________________ Paratransit Barriers 13. What barriers have you encountered in using paratransit services in the last 12 months? (check all that apply) ( ) Scheduling/negotiating reservations ( ) Pickup window missed ( ) No-show policy ( ) Inappropriate driver attitude ( ) Removed from eligibility ( ) Times of service ( ) Long waits due to window of availability ( ) On the bus too long ( ) Other ________________________________ ( ) I have encountered no barriers Descriptive experiences 14. Describe the best experience you have had using public transportation. _______________________________________________________________ _______________________________________________________________ 15. Describe the worst experience you have had using public transportation. _______________________________________________________________ _______________________________________________________________ Access 16. How would you rate the overall accessibility of your public transportation system for people with disabilities? ( ) It is so inaccessible that I cannot use it ( ) It is not very accessible at all ( ) It is usable but needs work ( ) It is pretty accessible ( ) It is extremely accessible ( ) Don't know 17. How long have you been using public transportation? ( ) Less than one year ( ) 1 - 2 years ( ) 2 - 5 years ( ) More than 5 years 18. How would you rate the overall improvement of your local public transportation system? ( ) It has gotten worse ( ) It is about the same ( ) It has improved somewhat ( ) It has improved significantly ( ) It is completely accessible ( ) Don't know 19. From the list below, please select the two most important issues that you believe need to be addressed to increase accessibility in public transportation. ( ) Driver attitude toward people with disabilities ( ) Driver understanding of their obligations ( ) Access to effective communication ( ) Bus/transit stop accessibility ( ) No accessible route leading to the transportation stop ( ) Transit vehicle accessibility ( ) Transit rider education ( ) Access to transit system information (schedules, routes, etc) 20. How does access or lack of access to public transportation impact your life? _______________________________________________________________ _______________________________________________________________ 21. How would you rate your understanding of your rights and responsibilities, in regard to access to public transportation, under the Americans with Disabilities Act? ( ) Not at all ( ) I have only a limited understanding of them ( ) I have some understanding of them ( ) I understand them fairly well ( ) I understand them completely 22. Which ways do you prefer to receive information? (check all that apply) ( ) Print (brochures, pamphlets, etc.) ( ) Newspaper ( ) Internet ( ) Television ( ) Radio ( ) Telephone ( ) Email ( ) Regular mail ( ) Other ____________________________________________ 23. Do you have Internet access in your home? ( ) Yes, dial-up ( ) Yes, high speed ( ) No Demographics 24. What is your disability? (Check all that apply) ( ) I am blind ( ) I have low vision ( ) I am deaf ( ) I am hard of hearing ( ) I don’t speak ( ) People have trouble understanding me ( ) I use a wheelchair or scooter ( ) I have trouble walking, use a cane or am limited in mobility ( ) I have a learning disability ( ) I have a mental health or psychiatric disability ( ) I have some other type of disability ( ) I choose not to answer ( ) I have no disability 25. What is your sex? ( ) Female ( ) Male 26. Race/ethnicity ( ) American Indian or Alaska Native ( ) Asian ( ) Black/African American ( ) Caucasian ( ) Hawaiian/Pacific Islander ( ) Hispanic/Latino ( ) Other ____________________________________ ( ) I choose not to answer 27. What year were you born? 28. Family status: (optional) ( ) Married ( ) Living with partner ( ) Single ( ) Live with other family ( ) Have children ( ) Live in an assistive living type center ( ) Live with roommates or other adults ( ) Other ____________________________________ 29. Employment status: ( ) I am unemployed but looking for work ( ) I am unable to work ( ) I volunteer in my community ( ) I work part time ( ) I work full time ( ) I am self employed ( ) I am a student ( ) I am retired 30. Education: ( ) Less than 9th grade ( ) 9th - 12th grade (no diploma) ( ) High school graduate (includes equivalency) ( ) Some college (no degree) ( ) Associate’s degree ( ) Bachelor’s degree ( ) Graduate or professional degree ( ) Other ________________________________ 31. Household income: (optional) ( ) <$25,000 ( ) $25,000 - $50,000 ( ) $50,000 - $75,000 ( ) $75,000 - $100,000 ( ) $100,000+ ( ) I choose not to answer 32. City size ( ) <50,000 ( ) 50,000 - 100,000 ( ) 100,001 - 250,000 ( ) 250,001 - 1,000,000 ( ) 1,000,000+ ( ) Don't know 33. Zip code Thank you for taking our survey. Your response is very important to us. If you have any further questions about your rights or responsibilities under the ADA for accessible public transportation please call your local DBTAC: ADA Center at (800) 949-4232 (V, TTY) or check out www.adata.org. You may return the survey by faxing to (719) 444-0269 or mailing it to Cristi Harris FTA Project Meeting the Challenge, Inc 3630 Sinton Rd. Ste 103 Colorado Springs, CO 80907 Or by emailing as an attachment to charris@mtc-inc.com. Thank you. 1