ORANGE COUNTY, Fla. — A wheelchair-bound woman was left stranded outside a doctor's office Thursday after Access Lynx failed to come pick her up.
It’s not the first report Channel 9 has reported about the service leaving patients behind.
A spokesperson admitted it was the company's fault.
Lynx has apologized to the woman for what happened, who counts on the service to take her to the doctor’s office.
She said when it didn’t show up, she felt disappointed.
Emma Minshew and her son, John Wesley, took Access Lynx from her home at Health Central Park in Winter Garden to her doctor's office on Orange Avenue in Orlando on Thursday afternoon.
The trip home was scheduled with Access Lynx between 5:30 p.m. and 6 p.m.
"And the doctor's office is closed, and what not and at 6 o'clock was supposed to be the latest they would pick me up. And here it is 7:20 and I'm still here," Minshew said.
They called the number a couple of times to find out when the Access Lynx would come.
"The last time I called, I was on hold for almost an hour 10 minutes,” Wesley said. "It’s very upsetting, we are missing supper."
At 8 p.m., two hours after she was supposed to be picked up by Access Lynx, a Health Central Park driver who works for the nursing home where she lives, had already gone home for the night, but came back after the Access Lynx mess-up.
Lynx spokesperson Matt Friedman told me this mistake was unacceptable.
"We apologize to Ms. Minshew. It was a breakdown in process. We have gone back to look at the process to tighten it up already,” Friedman said.
Friedman said because Access Lynx is a ride-sharing program, sometimes there are delays, and if there is a hold-up along the way it trickles down to the other passengers during the day.
He said he would ensure no passenger is stranded again.