BOSTON — Following a wave of customer complaints, the Massachusetts Bay Transportation Authority is planning to end a contract with a company hired to manage its service for disabled riders.
The Boston Globe reports that an agreement was reached to end the $38.5 million deal with North Carolina-based Global Contact Services by June. The 2016 contract was originally set to run through 2020.
The company was brought in to consolidate scheduling and dispatching for The Ride, the MBTA’s point-to-point service for disabled riders who are unable to access regular transit services.
Global Contact had reportedly been penalized $100,000 through June amid complaints of delayed pickups and missed trips. Costs for The Ride were running $13 million over budget.
Chief operating officer Bryan Overcash said the company had worked “tirelessly” to serve customers.