And may I just say how grateful I feel that I have found this service by UTA. I grew up in the downtown neighborhood where I learned the train and bus system at a very early age, and just have always admired UTA because I know I can always count on them. Especially when life takes a turn on you and your means of transportation get negatively impacted. I always knew I could at least count on our public transportation system. (for the most part, because weird schedules) but when I moved in the southern part of the valley I had noticed no bus stops really in the area. So I was just so grateful to have stumbled across this new service being offered in certain areas like myself… thank you!

I have been using UTA On Demand since April of last year, and so far I can say that for the most part it has been absolutely horrible. There have only been about three times when my vehicle arrived at the time quoted. When I would attempt to use it to get to work, I would have to book my ride an hour before I need to leave in order to hopefully secure a ride. I have also found the drivers to be quite rude, and it is very frustrating trying to communicate with somebody who doesn’t speak a word of English. Due to the fact that I am blind, I have had drivers ask me rude and invasive questions when they could speak English, and I have also had them touch me without my consent. One driver nearly grabbed my breast when attempting to help me put on my seatbelt even though I pointed out several times that I did not need help with the seatbelt. I have also had several drivers claim not to be able to see me even though I was at the pick up location. To be fair, some of the pick up locations can be difficult to find, but in these cases I always put directions in the comment field in English and sometimes Spanish. I don’t believe that the drivers actually read any comments posted in the comment fields. All of the above has happened when I could get a ride, but 98% of the time there is simply no ride available. Truthfully, I would not take Uta on demand if I had any other viable options. Unfortunately Uta has taken away the buses where I live, so on demand is the only public transportation option besides Uber or Lyft. Overall I would say that Uta on demand is probably not worth using for most people. However, if you have a disability of any kind, forget about it.

I’m typically generous when it comes to stuff like this, but after today I can’t be. I just watched a woman cry because she very nearly missed her uncle’s funeral because this service ignored her need for a wheelchair, and arrived 50 minutes after her request for a ride. I’ve had similar experiences, at one time waiting more than 3 hours for a ride that would have lasted 15 minutes. If it says any more than 20 minutes on your wait time- be prepared to wait as long as 30-45. When you actually CAN get a ride. I can tell you, waiting hours in a freezing winter has made me sick on multiple occasions because of the misleading times.Unless you have the time and patience for a very long wait time (I had one instance where the rider never even showed up, despite the fact the app said they were 5 minutes away. They did not replace my ride even after I called them) this service is NOT for you. The prices may be attractive, but not worth it.If you have a disability or injury, this is another issue. As I said before, they are rarely accommodating toward wheelchairs, and even upon notifying the service of previous injuries, the drivers were never notified. I can say the drivers are usually very nice people, and as accommodating as they can be, despite how screwed up their service is.

The app seems to conveniently not allow me to give ratings specifically during times the driver wasn’t nice to me. Yesterday, I had a driver in Tooele who was rude to me after arriving late, telling me that I was standing in the wrong spot for pickup even though I was right where I was dropped off initially. It was completely uncalled for, especially when there were no signs for pickup posted anywhere. I went to give this driver a rating, but the prompt never came up despite it coming up for the driver before that. When I went to send feedback, it told me I didn’t have an account associated with e-mail even though my e-mail address is in the account and I have an e-mail app on my phone. This needs to be fixed. I should be able to rate every single driver I get without any issues.