Wheelchair user stranded without a ride home after Montreal's REM shuts down

Christophe Rudyj, who uses a motorized wheelchair to get around, says he was excited about the launch of Montreal's new light-rail network as itpromised to be accessible to those with reduced mobility.

He even attended the inauguration of the Rseau express mtropolitain (REM) last year.

Butthe South Shore resident found himself stuck in downtown Montreal during a Saturday evening service disruption, and now he's sounding the alarm over what he says is a lack of adequate support and planning for passengers with reduced mobility.

Stranded at Gare Centrale station, aREM employee told Rudyjthat shuttle buses are not accessible, and encouraged him to instead call the localadaptive transportation service, known as transport adapt, to come pick him up.

But transport adapt requires reservations 24 hours in advance.

Rudyj calledExo, the transit agency that runs commuter trains in greater Montreal, for help. He soon learned there were no quick solutions. He was worrying about his wheelchair's waning battery life.

"The REM doesn't have any protocol on what to do with disabled people," Rudyj said. "If the REM had shut down when I was on it, I wouldn't know what to do."

WATCH |Christophe Rudyj recounts his experience during a REM service outage:

Christophe Rudyj describes confusion as REM shutdown left him stranded

3 months ago

Duration 1:00

Saint-Mathias-sur-Richelieu, Que., resident Christophe Rudyj, who uses a motorized wheelchair, says he was forced to wait for hours at Montreal's central station when the REM shut down and staff seemed unable to offer accessible alternatives.

REM service outages have drawn strong criticism from riderswho have also voiced concerns about lagging response times and poor communication.

Back in January, Quebec Transport Minister Genevive Guilbault said the system needs to be working, and the problems need to be taken seriously.

When the REM first opened, there were also issues with the elevators, drawing complaints from those who rely on them to access the transportation service. An investigation by CBC News in October revealed that, in REM's first 73 days of operation, there were only 30 days when all nine elevators were working.

In Rudyj's case, he ended up waiting for two hours before adaptive transit gave him a ride to his home in Saint-Mathias-sur-Richelieu, about 40 kilometres from Gare Centrale.

Linda Gauthier co-founded the inclusion advocacy group, Regroupement des activistes pour l'inclusion au Qubec (RAPLIQ). She said she has asked the REM about their evacuation plan for people with reduced mobility and never got an answer.

"We wanted to know how they would evacuate us. Would they take us in their arms? We never knew. At that point we were convinced that there was no evacuation plan," she said.

Francis Labb, a spokesperson for the REM's developer, CDPQ Infra, said in a statement that universal accessibility was incorporated into the early stages of planning and "we are sorry for the situation experienced by Mr. Rudyj on Saturday evening."

According to the information provided by CDPQ Infra's partners, the shuttles available on Saturday evening were adapted for people with reduced mobility, as provided in case of REM service interruptions, Labb said.

When asked about this, Rudyj insisted that was not the case and that's why he needed to call for a ride. He said he spoke to multiple employees, and was unable to get an accessible shuttle service.

He said one employee even went to verify that the shuttles were not accessible.

Transit partners and CDPQ Infra are reviewing signsand accessibility to the downtown terminus, where the alternative shuttles were located, Labb said.

"We are aware that a service interruption can be particularly complex for a person with reduced mobility and we are ensuring, with our partners, that such a situation does not happen again," he said.

WATCH investigation into elevator breakdowns at REM station:

REM elevator failures leaving users stranded

11 months ago

Duration 16:18

Since it launched, Montreal's new light-rail system has struggled to keep all its elevators functioning.