TransLink FlexiLink Reference Group Ipswich

[ozbob]

I have been invited to participate in the TransLink FlexiLink Reference Group  for Ipswich.

If anyone has comments, feedback, items they would like raised, please post on this thread or email me at admin@backontrack.org

First meeting is early next week.

[ozbob]

Feedback on FlexiLink (not bus) issues received so far:

1.  Limited booking window, unable to handle emergency bookings.

2.  Cost impacts, cost is additional to go card fare for continuation of travel.

3.  Costs of telephone calls and long waits when attempting to book.  A free call number is not free for mobile users.

4.  A number of former bus users do not have the means to easily book FlexiLink  (don't have phones).

5.  Failure of the stated FlexiLink bus substitution runs to actually occur as indicated in the Ministerial statement.

6.  Delays occurring in general taxi availability - already anecdotal reports of non public transport users already capitalising on the FlexiLink (this is their right but it will possibly lead to massive cost overruns - in excess of what maintenance of bus would have actually cost).

7.  Some pax have reported non service despite bookings.

8.  Community feeling of lack of certainty for time to travel.  Not sure when to book to ensure a connection or appointment.


I will table these issues at the meeting later today.  Some are sortable, others will require more work.

[#Metro]

Feedback on FlexiLink (not bus) issues received so far:

1.  Limited booking window, unable to handle emergency bookings.

If the taxi call centre is 24 hour, why can't flexilink bookings be taken 24 hours? You should be able to ring up and have a taxi guaranteed to arrive within 30 minutes- the same "basic standard" time it takes for a bus to arrive at a bus stop in the off peak. They way it seems, Flexilink will only run every 30 minutes/hourly and then only "if activated".

2.  Cost impacts, cost is additional to go card fare for continuation of travel.

Not sure what solution could be here. Maybe there isn't one. Previous suggestions were to integrate GoCard with taxis.
The taxis have smart card readers and paypass readers.

3.  Costs of telephone calls and long waits when attempting to book.  A free call number is not free for mobile users.

For some carriers, 13 numbers may be cheaper than 1800 numbers. IMHO, TL's 13 12 30 number should be the number to call.
"Press 1 or say "flexilink"".

4.  A number of former bus users do not have the means to easily book FlexiLink  (don't have phones).

Retain physical bus stops and convert them to flexilink stops by installing/hire taxi booking machines at these points. There will be a walk, but similar different
to catching the bus.

5.  Failure of the stated FlexiLink bus substitution runs to actually occur as indicated in the Ministerial statement.

Release more taxi licences for the area!

6.  Delays occurring in general taxi availability - already anecdotal reports of non public transport users already capitalising on the FlexiLink (this is their right but it will possibly lead to massive cost overruns - in excess of what maintenance of bus would have actually cost).

7.  Some pax have reported non service despite bookings.

8.  Community feeling of lack of certainty for time to travel.  Not sure when to book to ensure a connection or appointment.

The service needs to be more legible. At the moment it is not well signed. Needs to be more obvious. Flexilink stop needs a painted curb, big sign, a map of the roam zones.

[Stillwater]

Re magnetic signs on FlexiLink services, a local signwriter quotes $1000 approx. for three prominent signs (front and 2 sides).  That was for a one-off set.  May be able to get price down for multiple sets.

Also need for standard FlexiLink logo for SEQ.  Currently there are at least two logos being used.

[ozbob]

Attended the meeting, tabled the points above.  Was advised that the authorities are aware of the cost of a free call service for mobiles so discussions are ongoing as to the possibility of a free call service for mobile phones.  Other representatives confirmed these issues and raised particularly problems with some of the pick up points.

Last week around 560 pax total.

M 89, Tu 134, W 148, Th 116, Fri 78  all roam zones.

Also suggested that common FlexiLink signage be developed and implemented across the TransLink network.

Raised the possibility of some fixed FlexiLink runs (similar to the Prince Charles Hospital - Chermside service).  This will be looked at.

Under the Transport Operations Regulation 2009 Taxis are exempt from the requirement for approved child restraints.

It was noted that additional fare costs for some pax, and this will be looked at.  It is a difficult issue of course though, go cards are not able to practically implemented in cabs at this time.

[somebody]

Raised the possibility of some fixed FlexiLink runs (similar to the Prince Charles Hospital - Chermside service).  This will be looked at.

How utilised is this service?  I see strong grounds for doing something different here.

[mfromipswich]

The Flexi link service is a shambles. I have tried to use it on four separate occasions to get to my home in Basin Pocket from Ipswich, after travelling from Brisbane by train, at 4.05 pm and been deeply angered. Upon each occasion the taxi was not there.
The first time, I arrived a minute later than the 4.05 time and the taxi was gone. Upon enquiring, I was informed that the driver had picked up all the bookings and they could not give me another until 5.05. I walked home from the nearest train station, a 20-25 minute walk, in the rain.
The second time, I was there at 4.00 and no taxi, I had to telephone twice, before it finally arrived at 4.30.
The third time, my mother and I were there on time and no taxi. Telephoned at 4.20 and was informed that he had come and no-one was there. Apparently we must have been invisible. They would send another. No show. Rang again at 4.40, same story. We we tired of waiting and caught a normal cab home - so we had to pay for that.
Today a similar tale. I was waiting at 4.00 with 6 other people for the flexi cab and a maxi taxi one came. Not for our zone (Basin Pocket/Bundamba),but for a single person to Tivoli. We waited and cabs came and went at the rank. I rang at 4.20 and they said so sorry, we'll get one to you asap. One lady with two young school children gave up, cancelled hers and rang her husband. The other lady (with groceries and a baby) was very anxious, she was supposed to be meeting another of her children from school. Finally, at 4.35, a normal cab came with my name, but not this other lady. We both asked if he could take her, but no. The driver said he couldn't. Very strange, as they are supposed to take as many multiple users as possible.
This evening I tried to lodge a compliant on this one with Translink, but they wouldn't do it. The operator said that the service provider (i.e. Yellow cabs) were handling complaints. Why? Last week I did lodge one with Translink and no problem. Translink is supposed to be the authority.
My own examples are merely the tip of the ice-berg. People are frustrated and are resorting to normal cabs.
In addition, the whole cab system in Ipswich is clogged at the moment, in what is usually the deadest season for cabs. It seems to have something to do with the flood. Currently, a cab is delayed at least 20 minutes, if not half an hour. One driver said that they having to get cabs from Brisbane to cope.

[#Metro]

Thanks for sharing this- it sounds awful. Were you a previous bus user?

[ozbob]

TransLink has confirmed that a free call number for the FlexiLink service is now in place and taking calls.  The number is 1800 882 662.  All fixed line calls to this 1800 number will be free of charge, irrespective of a person's carrier.

TransLink have also advised that due to technological limitations, it is not possible to have a 1800 number that is free from charge for calls from mobiles. This means that calls to the 1800 number from mobile phones will be charged at the rates set by caller's individual service providers, so please check with your phone company.

Please note this number is only for people who wish to book a cab in the Ipswich FlexiLink roam zones.

[#Metro]

That's good news. Thanks TL!

[ozbob]

The Flexi link service is a shambles. I have tried to use it on four separate occasions to get to my home in Basin Pocket from Ipswich, after travelling from Brisbane by train, at 4.05 pm and been deeply angered. Upon each occasion the taxi was not there.
The first time, I arrived a minute later than the 4.05 time and the taxi was gone. Upon enquiring, I was informed that the driver had picked up all the bookings and they could not give me another until 5.05. I walked home from the nearest train station, a 20-25 minute walk, in the rain.
The second time, I was there at 4.00 and no taxi, I had to telephone twice, before it finally arrived at 4.30.
The third time, my mother and I were there on time and no taxi. Telephoned at 4.20 and was informed that he had come and no-one was there. Apparently we must have been invisible. They would send another. No show. Rang again at 4.40, same story. We we tired of waiting and caught a normal cab home - so we had to pay for that.
Today a similar tale. I was waiting at 4.00 with 6 other people for the flexi cab and a maxi taxi one came. Not for our zone (Basin Pocket/Bundamba),but for a single person to Tivoli. We waited and cabs came and went at the rank. I rang at 4.20 and they said so sorry, we'll get one to you asap. One lady with two young school children gave up, cancelled hers and rang her husband. The other lady (with groceries and a baby) was very anxious, she was supposed to be meeting another of her children from school. Finally, at 4.35, a normal cab came with my name, but not this other lady. We both asked if he could take her, but no. The driver said he couldn't. Very strange, as they are supposed to take as many multiple users as possible.
This evening I tried to lodge a compliant on this one with Translink, but they wouldn't do it. The operator said that the service provider (i.e. Yellow cabs) were handling complaints. Why? Last week I did lodge one with Translink and no problem. Translink is supposed to be the authority.
My own examples are merely the tip of the ice-berg. People are frustrated and are resorting to normal cabs.
In addition, the whole cab system in Ipswich is clogged at the moment, in what is usually the deadest season for cabs. It seems to have something to do with the flood. Currently, a cab is delayed at least 20 minutes, if not half an hour. One driver said that they having to get cabs from Brisbane to cope.

I have noted your comments and will table at the next scheduled meeting.  If you have the specific dates this is also useful.

Also suggest you submit your feedback here --> https://forms.translink.com.au/site-information/contact-us-and-help/feedback

I would also contact your local state MP and indicate the above.

[mfromipswich]

Yes, I had regularly used the 510 Basin Pocket/Bundamba bus. Of more concern to me is the problems my mother has (she is 86), she used the bus almost every day. Last Friday she was travelling to Toowoomba by Greyhound bus at 3.45. She had to use the Flexilink service at 2.05 from our address to travel into Ipswich, as the next service was at 3.40. We tried to find out why there was this space of over an hour and a half between the services, but neither Yellow cabs nor Translink could explain it.
One of the other interesting facts about the Flexilink nonservice, is that it does not run on Sundays and public holidays. Apparently the Ipswich revamp gave this extra benefit to all the bus routes. The rationale is that Flexilink is allegedly replacing the old cut routes.

[ozbob]

There is a meeting for this CRG in a couple of weeks.  Any feedback/comments on the Ipswich area FlexiLink please email admin@backontrack.org or post here.

[mfromipswich]

I must say I am very amused that you suggest I contact my local MP. Rachel Nolan is our state representative. Yes, the dear author of our present situation, who basically has said 'too bad' and lost a good many votes in the process.
On Friday I was once more left stranded by Flexilink. I am no longer surprised. Just angry. Tired from being angry.
I booked the Flexilink service on Thursday afternoon, for 3.05 pm Friday in Bell Street, Ipswich to take me home to Basin Pocket. I was there at 3.02 pm. Nothing came. I rang them at 3.20 pm and was told they were very busy and would send one when possible. I was not alone in this situation. This time four ladies were sitting waiting for a service to take them to Tivoli at 2.05 pm. They also had telephoned asking what was going on and been told the same story.
Meanwhile taxi's were coming to the rank and picking people up. At least 6 in the time I waited.
Finally, the Tivoli ladies decided to give up and caught the next taxi that pulled into the rank at about 3.25.
I also gave up at 3.35, caught the 3.40 train to East Ipswich and walked home. Not something I enjoy in the 30 degree+ humid heat of Ipswich.
I don't know how Yellow cabs is running this show, but it's not doing it well. I had thought that having to book a day in advance meant that the Flexi service was guaranteed to come on time. Apparently the drivers can take the job or not. The latter seems to be what's happening. Is this drivers preferring immediate fares?
The Ipswich mayor late last year trumpeted about bringing in Jaime Oliver to help the fat people of Ipswich lose weight and eat better. Well, Translink and Rachel Nolan did it far more cheaply in our case, they cut out our bus and are forcing us walk.

[#Metro]

I must say I am very amused that you suggest I contact my local MP. Rachel Nolan is our state representative. Yes, the dear author of our present situation, who basically has said 'too bad' and lost a good many votes in the process.
On Friday I was once more left stranded by Flexilink. I am no longer surprised. Just angry. Tired from being angry.
I booked the Flexilink service on Thursday afternoon, for 3.05 pm Friday in Bell Street, Ipswich to take me home to Basin Pocket. I was there at 3.02 pm. Nothing came. I rang them at 3.20 pm and was told they were very busy and would send one when possible. I was not alone in this situation. This time four ladies were sitting waiting for a service to take them to Tivoli at 2.05 pm. They also had telephoned asking what was going on and been told the same story.
Meanwhile taxi's were coming to the rank and picking people up. At least 6 in the time I waited.
Finally, the Tivoli ladies decided to give up and caught the next taxi that pulled into the rank at about 3.25.
I also gave up at 3.35, caught the 3.40 train to East Ipswich and walked home. Not something I enjoy in the 30 degree+ humid heat of Ipswich.
I don't know how Yellow cabs is running this show, but it's not doing it well. I had thought that having to book a day in advance meant that the Flexi service was guaranteed to come on time. Apparently the drivers can take the job or not. The latter seems to be what's happening. Is this drivers preferring immediate fares?
The Ipswich mayor late last year trumpeted about bringing in Jaime Oliver to help the fat people of Ipswich lose weight and eat better. Well, Translink and Rachel Nolan did it far more cheaply in our case, they cut out our bus and are forcing us walk.

Is this a co-incidence or a possible alleged way to get more full-fare paying customers?

[ozbob]

I must say I am very amused that you suggest I contact my local MP.

I don't find it amusing.  If Ms Nolan is your local MP more the reason to give direct feedback.  Unless there is constant feedback on the issues to the elected representatives it is going to be difficult to get buses back.

[ozbob]

I can remember using some cab charge vouchers once.  Some drivers were very reluctant to take them because they didn't get cash straight away.  I wonder if this is an issue with Flexi-Link.  Casual drivers preferring cash fares rather than going through a process with Flexi-Link reimbursement?

[ozbob]

From the Queensland Times click here!

Mixed reviews of taxi service

Mixed reviews of taxi service

Zane Jackson | 2nd February 2011

USERS of the much-maligned FlexiLink taxi service that replaced a number of dumped Ipswich bus routes will have their first formal meeting of the year this month.

TransLink says its figures show the service is running well with nearly 90 per cent of booked taxis arriving on time, but some residents complain the service is not a suitable bus replacement.

North Ipswich resident Louise Fullarton, who helped organise the commuter protest meetings against the introduction of the taxi plan, said feedback she heard was overwhelmingly negative.

"People just want their buses back. The FlexiLink system just isn't working," she said.

A meeting for commuters will be held on February 26, with the idea of taking a bus to parliament to protest the system just one of the items to be mooted.

Numerous commuter meetings were held last year before the changes were introduced on December 13.

Ipswich MP and Transport Minister Rachel Nolan fronted a meeting for affected seniors later that month, and said commuter feedback would be listened to.

Regular FlexiLink user Travis Burrell, 86, from Tivoli, said the taxis he booked were late about "eight out of 10 times".

"I always allow 10 minutes because I know they have other customers and traffic, but when it gets to being 30 minutes, an hour, or an hour and 20 minutes late, it does get frustrating," he said.

A TransLink spokesperson said in its first two weeks, more than 1500 people used the FlexiLink service with 86 per cent of services running within 10 minutes of the booked time.

They said the number for bookings and enquiries was now a free number (1800 882 662).

"TransLink will continue to monitor the uptake and work with the Community Reference Group to provide the best service possible," a statement said.

"Since FlexiLink's inception in Ipswich, there have been 74 calls regarding the service to the TransLink call centre, including positive feedback about improvements to services."

The 505, 510 and 523 routes were scrapped in the bus timetable shake up last year while a number of other routes were merged.

More bus routes were added and weekend services expanded on other services as part of the timetable changes.

A meeting for commuters to discuss the FlexiLink system will be held on Saturday, February 26, at Banjo's Bar and Function Centre on Bell Street from 2pm.

[ozbob]

http://www.translink.com.au/travel-information/services-and-timetables/buses/flexilink-ipswich

Updated information.

[ozbob]

From the Brisbanetimes click here!

FlexiLink taxi service under fire

FlexiLink taxi service under fire

Josephine Gillespie | 28th February 2011

THE much-maligned FlexiLink taxi service has come under fire once again at a protest rally held in Ipswich on Saturday.

Under former Transport Minister and Ipswich MP Rachel Nolan, bus routes 505, 510 and 523 were axed in December last year and replaced with a taxi service, FlexiLink, which in most cases has to be booked a day in advance.

A rally at the Ipswich Workers Club on Saturday was attended by about 80 people.

The meeting was chaired by retired Tivoli businessman John Turner, who said the FlexiLink service was failing residents.

"We are stuck with a new service which is totally unreliable," Mr Turner said.

"A lot of times they either turn up late or don't turn up at all, and then I have to turn to private taxis and pay full fare, which is hard when you are on the pension."

The 70-year-old said the government had looked at the economics and forgotten their obligation to the people they represented to provide them with a public transport service.

Among those also voicing their concerns was Basin Pocket resident Lyn Kelly. On Friday she had organised to be picked up at Riverlink, only to have her FlexiLink taxi go to Bell Street by mistake.

She said the error left her waiting for more than an hour, and it wasn't the first time she had been left waiting.

"When it was first introduced and there were hiccups they said it would be ironed out," Ms Kelly said.

"It has been three months and the problems have not been ironed out."

Save Our Buses spokeswoman Patricia Petersen said she was delighted so many pensioners were in attendance, however, extremely disappointed that others who wanted to attend couldn't because they didn't have access to public transport and couldn't afford to pay a taxi fare of around $100.

She said attendees had unanimously voted to not stop fighting for their buses and to storm Parliament House if they don't get the buses back.

Guest speaker, Queensland Party leader Aidan McLindon, said he viewed the axing of bus routes as a slap in the face of the community.

"At a time when so many people every week are moving to Queensland, they should be increasing public transport services, not decreasing them," he said.

New Transport Minister Annastacia Palaszczuk told The Queensland Times last week that she would follow up on residents' complaints.

Ms Palaszczuk said FlexiLink was on trial and its effectiveness would be evaluated once the trial is over.

[Golliwog]

http://translink.com.au/travel-information/services-and-timetables/buses/flexilink/flexilink-september-update

Review of FlexiLink

On 3 May 2011, TransLink reintroduced bus services in areas of the Ipswich region formerly referred to as FlexiLink Roam Zones A and B, which had been serviced by a trial of the FlexiLink service since December 10, 2010.

At this time two other roam zones (i.e. roam zones C & D) were offered a revised and improved FlexiLink service offering.

A commitment was given to the community that after three months of this revised service that a review would be conducted as to customer satisfaction with the new service offering.

Service review

The following is an outline of the approach to be employed to review the performance of the FlexiLink Service in roam zones C and D since 3 May 2011.
Review Stage 1:

User Satisfaction Survey TransLink will commission a written satisfaction survey, which will be distributed in coming weeks to individuals who have used the FlexiLink service in Roam Zones C & D since May.

An analysis of the responses to this Satisfaction Survey will identify issues and satisfaction with the service in each of the roam zones.

Each roam zone's performance and satisfaction will be reviewed separately.

A report will be produced to include recommendations and summary report for each roam zone.
Review Stage 2:

Implementation of Recommendations

An implementation plan will be developed to respond to the approved recommendations, which have flowed out of the survey process.

These recommendations may include such actions as:
   

• Revision of service elements in either or both roam zones
• Delivery of further consultation in either roam zone

   
The FlexiLink service will continue to provide services in Roam Zones C & D throughout the review.

As always TransLink values your comments and feedback.

[ozbob]

From the Queensland Times click here!

TransLink owns up to bus shake-up

TransLink owns up to bus shake-up

Zane Jackson | 30th September 2011

OFFICIALS behind the decision to introduce the bungled FlexiLink taxi service to parts of Ipswich have admitted their community consultation was not effective.

The service was introduced last year to replace axed bus routes, but a 12-month trial was cut short in some suburbs after patrons widely-condemned the service.

TransLink identified community consultation problems in its 2010-2011 annual report, which also revealed a year-on-year drop in train patronage across south-east Queensland.

TransLink's Director of Strategy and Planning Sally Stannard said in the report that "it's fair to say that we learnt a lot about how we could improve our consultation processes from this experience".

"While overall the changes were welcomed by the community, some customers did identify concerns about the new FlexiLink services introduced in parts of Ipswich," she said.

"Unfortunately our consultation on this service change did not identify these concerns until shortly before the implementation."

North Ipswich resident Louise Fullarton, who helped organise public meetings protesting against FlexiLink, said public feedback before the service's introduction should have carried more weight.

"They don't have any consideration for people. Why does it take them so long to figure these things out?" she said.

The service continues in other Ipswich suburbs.

It has been well received by Karalee residents, who didn't have a bus service before hand, while its effectiveness in Goodna and other eastern suburbs is under review. The report also showed public transport patronage dropped from 181.8 million in 2009-10, down to 178.6 million last financial year.

January's floodswere pinpointed by TransLink as a reason for the drop in patronage.

But the LNP and Robert Dow, from commuter advocate group Rail Back on Track, said increasing fares were also driving people away. Mr Dow said better incentives are needed to increase public transport use, particularly out of peak periods.

Stats that count

    178.6 million used public transport in the 2010-2011 financial year.
    That was down from 181.8 million from the previous financial year.
    Trains were on time 93.07% of the time, with buses running at 98.09%.

[#Metro]

OFFICIALS behind the decision to introduce the bungled FlexiLink taxi service to parts of Ipswich have admitted their community consultation was not effective.

Oh I am laughing at this. This is a NON-admission! They put in flexilink and it didn't work. Sometimes things don't work.
This idea that we can be right all the time every time is nonsense...