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Willow Overpass - Shuttle Service Plagued with Issues

From: domainremoved <Maureen>
Date: Tue, 19 Sep 2017 03:54:46 +0000 (UTC)

Monday, September 18, 2017
Dear City Council,
My son rides his bike to school and has to cross the 101 Freeway on Willow.  Since he started school after Labor Day, he has experienced the following issues over the past 2 weeks:
-  Shuttle has broken down at least twice, causing over an hour delay and making my son late to school and/or after school activities.-  On multiple occasions, when he called for the shuttle, he was told that they did not have a bike rack and therefore he could not use the shuttle-  There seems to be a new driver on most days - apparently there is significant turnover of personnel - no consistency-  Multiple delays - the shuttle should not take more than 10-15 min to get over the freeway during non-peak hours when my son is going to school (his school starts at 9:30 am and finishes at 3:10 pm).  When he has called for the shuttle, they don't come and he calls again, only to speak to a different person who doesn't know what's going on.-  If you are an elderly or disabled person and ride a bike, you cannot use the shuttle as the drivers say they are not allowed to help with lifting the bike onto the bike rack.  Therefore, elderly and disabled persons are prevented from crossing the freeway over Willow.  My son has low muscle tone and it is not easy for him to lift his bike and snap the straps which require considerable hand/finger strength. This seems like discrimination.
This poor level / lack of service is unacceptable, given bicyclists are not allowed to cross the freeway over Willow for this year and all of next year.  The service is advertised as available 24x7 and available to transport bikes.   Both my husband and I work, so it is not an option to drive our son to and from school. 
Going forward, I have instructed my son to keep a detailed log of these incidents for reference.
Please let me know ASAP what your plan is to resolve these issues and when we can expect them to be resolved, given the hardship this situation presents to our family and our son who needs to get to and from school.    

Regards,Maureen Dollente(650) 281-1099 mobile
Received on Mon Sep 18 2017 - 21:00:23 PDT

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