Frustrations Mount for RideKC Rideshare Riders in Kansas City

New Service Sparked by Good Intentions

Kansas City, a vibrant hub for transportation innovation, launched a new rideshare service called IRIS in the spring of 2023. This app-based, on-demand rideshare service was launched in collaboration with the Kansas City Area Transportation Authority, zTrip, and RideCo. The goal was to enhance connectivity for residents, especially in areas where traditional bus services might fall short.

Growing Complaints from Passengers

Despite the good intentions behind IRIS, many users have voiced their frustrations. These complaints range from late rides to complete cancellations, leading some to feel that “you get what you pay for.” Passengers have taken to social media and other platforms to share their troubling experiences.

Late and Unreliable Service

The rideshare service operates in areas including Kansas City, Gladstone, Riverside, Liberty, and Raytown. However, riders like Alyx Wenneker have reported persistent issues with punctuality. “I have lost two jobs because I have been late so many times relying on IRIS,” Wenneker expressed, noting that she often schedules rides to ensure timely arrivals.

Passengers have noticed that the app notoriously cancels rides if they don’t arrive within a 30-minute window, adding to the anxiety of trying to make it on time.

App Updates and Staffing Issues

The difficulties seem to stem from both software updates and a potential lack of drivers. RideKC attributed some of these problems to new software that was implemented last month. However, customers suspect that the real issue lies in insufficient driver availability.

Incidents of Driver Disputes

Some riders have recorded their experiences, revealing heated disputes between passengers and drivers. One incident highlighted by passenger Dustin Willoughby showcased a driver appearing to speed while driving dangerously. “I’m getting it all too, you are driving crazy,” Willoughby noted as he filmed the driver.

In another troubling encounter, Willoughby recorded a disagreement over keeping change. The driver’s refusal to provide the $2 culminated in a tense standoff. “Where’s my $2?” Willoughby repeatedly asked, pointing out that the interaction was unprofessional.

Official Response and Looking Forward

In light of these ongoing issues, Medi Coach, a subcontractor for IRIS, stated, “We are dealing with this with both the driver and the passenger under the terms of our contract.” Despite this, many riders, including Wenneker, have felt unsupported during these chaotic situations.

Customer Service Concerns

Customers have also expressed frustration with the dispatch system, claiming it’s hard to get help or guidance when needed. While RideKC encourages feedback and aims to improve their service, many passengers are left wondering if their voices will be heard in a system marred by delays and heated disputes.

Conclusions and Future Actions

As the City works to fine-tune the IRIS rideshare service, customers are left hoping for a smoother experience moving forward. In a community where transportation is vital, ensuring reliable service is paramount. Customers continue to share their experiences on various platforms, advocating for improvements and accountability in their local rideshare options.