Alameda Interagency Liaison Item 7
AC TRANSIT MCI TRANSBAY BUS ACCESSIBILITY FEEDBACK REPORT The following report details the background, comments, complaints, and AC Transit’s response to concerns heard to date regarding the new AC Transit 45’ Motor Coach Industries (MCI) over‐the‐road coaches used primarily for Transbay service.
BACKGROUND
Prior to the new MCIs, AC Transit had three types of Transbay buses:
40‐foot Gillig Commuter buses,
Old MCI buses from the early 2000s, and
New Double‐Decker buses.
Each vehicle type presented its own issues. The 40‐foot Gillig buses were the smallest and before the pandemic had trouble handling the large Transbay loads so were only used on lower‐ridership lines. The old MCIs had accessibility challenges for riders using mobility devices and were well past a typical bus operating life. The Double Decker buses were only approved on four lines in the northern service area with sufficient vertical clearance (none in Alameda or Oakland). Given these concerns and expectations that Transbay ridership demand would continue to grow pre‐pandemic, AC Transit worked with Motor Coach Industries on a new design that would resolve accessibility challenges for those with mobility devices or challenges that prevented them from climbing into the higher seating area on that type of coach.
The prototype was workshopped with AC Transit staff and field tested in 2017. It was also brought to what was then the AC Transit Accessibility Advisory Committee (AAC) in December 2017 and their comments were received. Adjustments were made to the design and the vehicles were delivered and put in service in 2023. In the interim, the pandemic resulted in workforce challenges that limited the amount of Transbay service that could be delivered and changed commute patterns to the extent AC Transit does not have enough regular Transbay‐only trips to which it can assign these vehicles and instead needs assign them to some lines with a mix of local and Transbay riders (like Lines F and O).
COMPLAINTS RECEIVED
AC Transit has received complaints regarding the new MCI that can be found in Exhibit 1 below. Many of the complaints focus on the difficulty in deploying the ramp, which is a different procedure for the operator than is used on other buses in the fleet. Other complaints mention the narrow aisle and the steep steps as well as the issue of standing on the bus if there’s crowding.
SOLUTIONS
AC Transit has been listening to rider feedback regarding the new MCI buses and has already taken the following steps:
Implemented additional training for operators and supervision regarding ramp deployment operations and stop procedures.
Alameda Interagency Liaison Item 7
Ramp deployment instructions were added to operator pouches. Ramp deployment instructions card was added to the interior of the bus. Currently working with the bus manufacturer to simplify the ramp deployment steps.
RESOURCES
The following resources are available regarding the new MCI bus:
1) New MCI Bus Brochure – Exhibit 2
2) AC Transit Accessible Services Brochure – Exhibit 3
3) New MCI webpage
4) Accessibility (bus basics) webpage
5) MCI Virtual Tour: https://actransit.wistia.com/projects/pr91ty3v8w Alameda Interagency Liaison Item 7
Exhibit 1 – Comments Received in 2024 (unedited)
Date Route Comments
1/11/24 O
This is a general complaint of your new bises. They are a liability & very poorly designed! I honestly wish you guys kept the old buses. The new buses are not designed for people of multiple sizes (tall or larger than a size 6) the entrance at the front is so narrow and steep that I often see elderly people struggle to get on. The bus is also not friendly to disable people. One time it took us 10mins to get a lady on a wheelchair on because the ramp wasn’t working properly. I currently have an injury on my leg and these buses make it so much harder to get on and off, they need to be taken out of the line. 1/13/24 F
The coach liner style of bus that the F line now uses is stupid. You realize the people that ride the buses have bum knees, children in strollers, luggage, and grocery bags? The entire population has to go up and down these narrow stairs? The entire layout of the seating is clearly for long distance trips, not multi stop city routes. Who the hell thought this coach style type of CITY BUS was a good idea, and why the hell did anyone listen to them? Clearly no one involved in that decision rides the bus or gives a damn about accessibility. 1/13/24 O
Caller states she is in a wheel chair and at this stop the driver let someone else on the bus but left her at the stop. Caller states on the way back at night it is almost impossible to see outside and see if any one is standing outside. The ride is also bumpy. Caller did not see the bus driver or number or badge. Caller states that her friends have had issues with this line before as well. 1/17/24 O
The O Transbay line that travels through alameda is overcrowded in the mornings. There are people having to stand on the stairs while they ride because there is limited standing room — this is dangerous. We really need a few extra morning buses to handle the morning commute
1/18/24
You blew it with these new MCI Transbay buses https://www.reddit.com/r/eastbay/comments/198ja2k/new_transbay_bus_design/ 1/19/24 O
The caller states the driver on the O could not let down the ramp for her to board the bus. The Caller states that bus 6238 is not a bus she can ride because of her condition. 1/19/24 G
Mr. Franklin asked the operator if he could board through the rear door, the operator said no and pointed at the clipper machine at the front door. Mr. Franklin has a disability and states that it is hard for him to climb the stairs. 1/22/24 F
There are a few issues regarding the 6315 bus. Primarily it was the problems with accessibility. But, I must also mention that as the bus arrived at the stop, it looked lop-sided (lower on the right/"passenger" side). While waiting to enter the bus, I looked at the tires and it seemed the front right tire was not fully inflated. At the end of the trip the driver was aware of the issue of the bus seeming lopsided and thought that might've contributed to the accessibility problem which I will describe. I am disabled and use a power chair,. At the stop it took seven minutes for the driver to lower the ramp so that I could board the bus. She had to try the switches on the outside of the bus and go back to the driver seat to make some adjustments and come back down several times until eventually the ramp lowered and I could board. Once positioned w my chair, the securements were in place and we departed. On arrival at the salesforce transit Center in San Francisco, the driver attempted to lower the ramp so I could exit but it would not work. In addition, could not get the securement to release. Again, the driver tried unsuccessfully several times to make adjustments and try the switches to lower the ramp and release securements but nothing would happen. She made a call to the dispatcher or someone at AC Transit. And, after many minutes another AC Transit driver came over to assist her in fixing the problem. Initially he could not resolve it either and he could not how figure out how to manually pull out the ramp. Finally, he did something to the effect of pull the bus forward a little and "reboot" the vehicle. And then the ramp did move. However the securement still did not work. Fortunately, even with the securement in the closed position I could drive my chair forward and exit down the ramp. But I was stuck on the bus 20 minutes and was very late going to church (service was halfway through). I have previously in December reported problems with the securement on this 6315 bus. The problem did seem to be fixed because I rode it OK one or two weeks ago. But, it is once again not working properly. And now there is some issue with the ramp. 1/23/24 O
Please do away with the MCI-d445 buses on transbay routes!!!!!!! They are dangerous (I fell the first time I boarded this bus) and inconvenient and uncomfortable for anyone who is not young and skinny (most people). Everyone I've talked to (commuters) hates these. If I can not board and sit on the lower level, I am basically screwed. I am a senior and have a lot of trouble navigating the steep steeps and insanely narrow aisles. Whoever designed this bus is an idiot! 1/24/24 J
Just wanted to say the driver on the 4:45 J did a great job. There were some technical problems with the bus and she was really dedicated to us either getting a new bus or getting this one going. And once on the road since the call button wasn’t working well she made sure everyone got off at their stop 1/26/24 G
Caller is unable to go up the stairs at the front of the bus and requested to use back entrance and the driver refused to allow this. Caller has a disability. Caller did not get the badge number. Caller spoke to a supervisor about this at Salesforce and they said they submitted a complaint for caller. 2/2/24 F These stair coach busses you have on the F line are terrible City busses! We aren’t going on a group trip to a single destination. We are running our daily lives. We have grocery bags. We have small children. We have bad knees. We have school bags. We have luggage going to the airport. The walkways are narrow and the layout of the seats is awkward and difficult as people get on and off at different stops. Stairs for everyone who isn’t literally in a wheelchair is the opposite of accessibility. So many people have problems that are not severe enough for a wheelchair but make stairs, narrow curved stairs, a difficult thing. Coach busses are not city busses! They do different tasks! A coach bus is set up to take one group of people from A to B. It’s great for that. City bus lines have multiple stops and people going multiple directions at different times. They have boxes and bags and need space. People need more freedom of movement on Alameda Interagency Liaison Item 7
Exhibit 1 – Comments Received in 2024 (unedited)
Date Route Comments
city busses. Going over the bridge doesn’t make the F line an into a coach line It’s still a city bus line with the same needs. 2/2/24 F
I witnessed 4 people experiencing difficulties with bags, groceries, luggage, and physical limitations due to the stair coach bus that now runs on the F line, including myself. Bus drivers say many people complain to them about the stair buses but they can’t really pass on our concerns, and they recommend this type of feedback. Are you aware of the difficulties stair coach buses cause to individuals? 2/6/24 O
Bus full by Bay Street with about 10 to 20 people standing on the highway. This is so dangerous especially in the new bus type. Bus has so many local riders so with the influx of riders and having to stop every stop to let people out we’re constantly late. This line needs additional line added in the morning commute. 2/8/24 F
The ramp does not work on the bus and she states that multiple busses on the F line do not have functioning ramps.
The driver from another ride told the caller that the f busses were going to be disbursed to other lines as well. 2/8/24 F
The new F buses (charter bus style) are more difficult for people with disabilities and it causes delay in services. I ride the F line on weekdays, and three times over the past couple weeks there have been people with wheelchair users who have had difficulty entering the bus or haven’t been able to enter at all due to technical issues (the ramp doesn’t work or other features don’t work). The layout of the bus also creates more work for the driver because they have to exit the bus and go all the way around to support wheelchair users with strapping in. I don’t usually make comments but I feel these new buses are a major decrease in accessibility. 2/12/24 G
Customer states that the issue of operators not knowing how to operate the lift continues. See attached letter.
See also linked tickets.
2/14/24 P
The 4:30 p.m. P bus has become ridiculously overcrowded. Not one single bus line at 4:30 is longer than the P bus line. The past few Tuesdays, people have been denied entry since the new commuter buses have limited capacity. Please provide longer buses on Tues/Wed/Thursdays. Or even better, please consider a 4 p.m. or 4:15 p.m. bus. I was hoping the March 3rd schedule revision would include more P buses in the early afternoon and before 8 a.m, but alas, this doesn't seem to be the case. There is a need, why is there such a reluctance to provide? Thank you. 2/15/24 E
the bike rack closest to the front of the coach does not work. 2/15/24 F
I have already complained about thr coach liner busses on the F line and I will continue to do so as they CONTINUE to negatively impact all riders, this time, especially those with ambulatory conditions needing the ramp. The ramp is unreliable - causing the bus to be held up at 1 stop for 5-10 minutes as the bus cycles power several times to overcome the fault, and a chronically injured individual is trapped on the bus, feeling guilty about holding everyone up, in severe pain from the bus jerking back and forth during power cycles, feeling excluded and othered and unheard in the separate lower landing. This is not an isolated incident! I have witnessed the same 2 other times with these coach buses. These LOVELY individuals never want to complain! But you must hear their experience. These coach buses do not meet the community needs!!. 2/28/24 F
The new coaches on the line that the ramp on these coaches does not work. Caller has noticed this time and time again. Caller has noticed a lack of benches at stops. 2/28/24 F
The new charter buses for the F Line are much slower than the old buses, and they are difficult for me to walk up. The stairs are steep and the aisle is very very narrow. 3/2/24 F
I HATE the double-decker buses. They're an awful choice for our community. The steep stairs are a barrier for anyone who's not young & fit. I use a walker, so I have to use the ADA space that feels like being in a dog kennel. The only way to communicate with the driver is to yell. The drivers don't like having to get off the bus to operate the ramp, a real bummer in bad weather. Today I waved at the driver as he pulled up, then stood so he could see I use a walker, but I had to stand in the cold while he fumbled with the dashboard for a long time. Then went we got to my stop, I pushed the stop button & heard it ring, but I had to yell to the driver that I needed off. He was really unpleasant when he finally came to put out the ramp and said he didn't know I needed off. I told him I rang the button, and he just acted bothered about the whole thing. That's what I hate about that ADA compartment—you can't communicate with the driver. Older & disabled riders don't like those buses, and the drivers don't either. 3/4/24 O
Could you please not assign double-decker buses to the O since the line serves so many local riders? It is so hard to get on and off these buses for such a relatively short trip. The narrow staircases are hard to navigate. A friend of mine traveled from SF to Berkeley in the F and compared the experience to an airplane. Narrow seats, narrow aisles, and everyone hits each other with their bags.
Alameda Interagency Liaison Item 7
Exhibit 1 – Comments Received in 2024 (unedited)
Date Route Comments
3/5/24 W
please show the drivers how to operate the ventilation on the new buses - that when they get full, riders will be left behind. 3/14/24 O
Hi I just wanted to give feedback on the new O buses. Today and like many days I see people struggling to get on and through and off the bus because the alley is so narrow. Today a man had a backpack and almost fell backwards down the buses front stairs as his backpack got stuck. I am not sure who designed these buses but they are not designed well in regards to passengers safety and comfort. I feel sorry for elderly people who have to walk up curved staircases and for anyone who has a bag as the alley is so narrow. 3/19/24 F
The new buses are exceedingly difficult to navigate bordering on dangerous given the narrowness of the aisle and walkway right next to a drop. I’ve hit my head trying to sit down (while holding on) multiple times and I am an able bodied person in my 30s. I have an average frame, but I struggle to fit through the gaps when the bus is standing still. I’ve watched senior folks knocked back and forth as the bus pulls off because the walkway is so difficult to navigate. It makes me wonder how the bus was tested before so many were manufactured and released, because it’s both over engineered(stop buttons above every seat, but you have to awkwardly crouch to reach them) and inaccesible(difficult to navigate, balance in, and sit down in because all the seats are angled to shove in capacity) It feels wasteful and insulting. Thank you for your time, good luck out there.
Alameda Interagency Liaison Item 7
Exhibit 2 – New MCI Bus Brochure
Alameda Interagency Liaison Item 7
Alameda Interagency Liaison Item 7
Exhibit 3 – AC Transit Accessible Services Brochure
Alameda Interagency Liaison Item
7