Helpful app, but routing decisions make it unreliable for time-sensitive trips
That said, I’ve had ongoing issues with being late to work, even though I live relatively close to my job. There have been multiple times when, after I’m already on the vehicle, the route changes to pick up another rider who is much farther away. This makes the trip significantly longer and unpredictable.
I understand this is an on-demand/shared service, but for riders who are using ACCESS to get to work or appointments, the routing choices can make the service unreliable. It would really help if the app:
• Provided clearer information about how routes are prioritized
• Allowed users to mark trips as time-sensitive (like work)
• Gave more accurate arrival estimates when additional pickups are added
I’m also curious whether routing decisions are made by a computer algorithm or a live dispatcher, because it sometimes feels random from a rider’s perspective. More transparency here would improve trust and understanding.
Overall, this is a good app with a lot of potential, but improvements to routing logic, communication, and time reliability would make a big difference for daily users.
Response from developer
Thank you for your feedback! We really appreciate you taking the time to share your thoughts. If you have suggestions or need help using a specific feature, feel free to reach out to us at support@spare.com — we’re always here to help and constantly working to improve.
Wrong Schedules
Response from developer
Hello there! We're sorry for the inconvenience caused. Can you please share the details of the issue at support@spare.com so that we can check and assist you better? Thanks!
Feature request
The app works but is missing a lot. No live chat or easy way to report issues, and sometimes dispatch is rude. Needs real-time driver tracking, push alerts when the ride is close, and the ability to save frequent or recurring trips. Accessibility features like larger text, voice support, and better contrast are also overdue. It does the basics, but riders deserve more.
Response from developer
Thank you for taking the time to share your feedback. We really appreciate your suggestions regarding destination changes, live chat, real-time driver tracking, alerts, saved trips, and accessibility features. Feedback like this helps us identify where we can improve and deliver a better experience for riders. In the meantime, if you need any immediate assistance, please don’t hesitate to reach out to us at support@spare.com. Our team will be happy to help.
Dispatch
Response from developer
Thank you for your feedback. We’ll make sure to share your comments with the Durham team, as they manage the service directly. If you ever experience any issues with the app itself, feel free to reach out to us at support@spare.com — we’re always happy to help.
Recommendation
Thank you for developing the GoDurham ACCESS app, which significantly streamlines the process for eligible riders in Durham to schedule, manage, and track their ADA paratransit and on-demand trips. Your efforts have made transportation reservations more accessible and convenient for many in our community.
To further enhance the user experience, consider the following suggestions:
1. Enhanced Technical Support: Users have noted the absence of in-app technical support or a chat feature, which can be particularly challenging for individuals with disabilities. Implementing a dedicated support channel within the app would provide immediate assistance and improve user satisfaction.
2. User Feedback Integration: Actively seeking and incorporating user feedback can lead to continuous improvements. Providing an easy way for users to submit suggestions or report issues directly through the app can foster a more user-centric development approach.
3. Regular Updates and Bug Fixes: Ensuring the app is regularly updated to address bugs and introduce new features will keep it running smoothly and maintain user trust.
We appreciate your commitment to making transportation more accessible in Durham and look forward to seeing the app’s continued evolution.