I've been a passenger of Paratransit in Westchester, NY for over 8 years. I will soon get Access a Ride in the city as well.
The bus used to have some lateness, but it was rare for a bus to be more than an hour late. It happened, with a few times 2 hours late, but it was not normal. This issue almost completely resolved itself when they swapped to the 30 minute window system, which your pickup was a 30 minute window, rather than a set time. They were never more than an hour late with this system and most days they were within the window. I didn't like he system at first, as I thought 20 minutes would be better, but I've gotten used to it in time.
Recently, since September, the Beeline Paratransit system has been consistently late. I have been inquiring as to what was going on, I heard "new drivers", "too many trips", "bus broke down", etc. Yesterday, I finally received a foundational reason as to why the system is so messed up right now.
The person I was talking to estimated Paratransit's current capacity being 1000 trips a day. They are currently doing 1200-1300 trips a day. I knew they were overbooked, but I had no idea to what extent. The person also told me, as they are hiring new drivers, the clients are matching their hire rate, so they can't catch up. They even added 17 new buses and still cannot keep up with the demand. My pickup today was 6:51-7:21am. I was picked up at 7:50am.
I use paratransit in the morning, Lyft/Uber in the afternoon to the next job or class, then paratransit at night. If I had to use Uber 3 times a day, I would have no money left. Paratransit is not a choice for us. It is a necessity.
Well, I thought this was an interesting look behind the scenes at the route of the system's problems and wanted to share. I really hope they can fix this soon! I need it to be fixed soon...