Users of Niagara Specialized Transit say changes to booking procedures leave them unsure if they can make it to work, school, or special appointments.
The changes mean riders can only book passage on NST two weeks before a trip - even if the trip is a regular, ongoing need.
Officials with the Niagara Region say this gives new users an equal shot at booking a trip since there are a limited number of rides per day as the region struggles with a funding shortfall.
Academic Advisor for the Faculty of Humanities at Brock University Liz Hay uses the service and tells CKTB's Tim Denis the changes will impact her employment.
"Because I can only call 14 days in advance, I really have no guarantee at any time that I'm going to get a ride to or from work on any given day."
Hay also says she has spoken to students who have no idea if they'll be able to make it to class.
"One of the people I was sharing a ride with was a Niagara College student. And this particular person had been told already that they didn't have a ride for her on one day next week, so she already knows she can't get to class. It's not as though you can call your teacher and say, 'Hey, I'm not going to be in class, so can I have the class on a different day?' or 'Can you forgive me for not handing that assignment in on time because I can't get to class?'"
The service has come under fire from users who say they have been left stranded by suddenly cancelled trips, or missed important meetings due to frequently late pick ups and drop offs.