RideKC Launches IRIS On-Demand Rideshare Service, Faces Customer Complaints Leading to FOX4 Investigation
Kansas City’s innovative IRIS on-demand rideshare service, launched in the spring of 2023, aimed to enhance transportation connectivity for residents in gaps where traditional services were lacking. Partnered with key organizations like zTrip and RideCo, the service was expected to provide a convenient and affordable mobility solution.
However, after receiving multiple complaints from dissatisfied customers, FOX4 investigated the apparent issues with the service. Passengers reported significant delays, frequent cancellations, and a lack of reliable service that resulted in missed appointments and job opportunities. Some customers even shared their distressing experiences of walking miles due to unfulfilled rides.
RideKC attributed the problems to new software and a possible driver shortage, promising to address the issues promptly. Despite the company’s assurance of a “no strand” policy and the availability of road supervisors, customers like Alyx Wenneker and Dustin Willoughby shared troubling encounters with drivers, including disputes over change and unprofessional behavior.
Incidents, captured on video, highlight the challenges faced by customers relying on the IRIS service, with accounts of confrontations and questionable conduct from drivers. Medi Coach, a subcontractor for IRIS, acknowledged the reported incidents and committed to addressing the situation with both drivers and passengers following their contract terms.
As RideKC encourages feedback from the public to improve the program, customers emphasize the need for reliable service and effective communication with dispatch. With ongoing concerns about the effectiveness of the IRIS rideshare service, it remains to be seen how stakeholders will address these issues to ensure a seamless and satisfactory transportation experience for Kansas City residents.
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Photo credit fox4kc.com
