1. Callers placed on very long hold times by underpaid, rude dispatchers working in understaffed offices.

2. Regular agency trip denials.

3. Lack of provision to make changes in a reservation after office hours.

4. Changes in schedule by the agency without notice to the rider that affect overall on-time performance.

5. Vehicles arriving after scheduled pickup time.

6. Uncertainty of ride duration.

​

Research Paper pdfs : 

​

​