Access Lynx, the bus service for the disabled in Orlando, is a great ride idea but it FAILS miserably. (Sorry, but I’m going to use ALL CAPS in this because I’m ticked off.) HORRIBLE ONLINE PLATFORM! HORRIBLE PHONE WAIT! Though Shade has some brain damage from his stroke, he can use most web platforms without problem. He’d never be able to use Access Lynx though, so we have to do it for him and it’s difficult for us. I can’t imagine how many people who need the service have been stymied by the site. Here are a few issues.
1. The dated website is bulky and hard to use. It feels like it was built in the 90s. Not user friendly and very confusing. On the booking page, important information is missing like the place to add pick up and drop off locations with no clear explanation of where to do this. The place to add locations is on a completely different page and we had to call the office to figure this out. See next for why adding the locations is horrible.
2. Want to go somewhere? Well, you’re out of luck if you don’t plan THREE DAYS AHEAD. You have to email pick up and destination locations 72 HOURS BEFORE any trip! And each added location is a different email. Then you must hope the staff puts the locations into your profile (I’ve yet to see it added); otherwise, if not added, you cannot access those locations. My son wanted to book a trip to the movies for the next day. Too bad for him. He needed to plan that three days in advance. RIDICULOUS! Imagine if any other taxi service worked like this.
So you absolutely need to get a ride in under 72 hours? Just call Access Lynx offices. Yeah, right. See below why this is an issue.
3. I tried to book a ride multiple times online to the same pick up and drop off points Shade goes to weekly and, surprise, surprise, was told there was a PROBLEM with the booking. No explanation why it didn’t work even though it’s the same spots each time we book. A note popped up to call the help line. I was ON HOLD FOR 38 MINUTES! (See pic for proof. I took it as soon as someone picked up.) Who has that kind of time to wait? But with the website not working, I’m forced into this situation. Imagine if Shade had to wait that amount of time. He’d never be able to go anywhere.
Note: Once I got through, the assistant did help. I have nothing bad to say about the staff beyond the long hold wait.
Access Lynx is a much needed service but the website needs an overhaul and there needs to be more staff to handle the phones. IT’S NOT JUST BAD, IT’S CRUEL to the people who need this most. Please fix it, Access Lynx. #accesslynx
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