WHITE PLAINS, NY (October 30, 2025) — A Westchester County resident with severe mobility limitations has detailed a series of complaints against the Bee-Line ParaTransit service, alleging repeated no-shows, unsafe vehicles and ignored requests for accommodations that left her stranded and in pain.
“Latisia” (last name withheld for privacy reasons) who has bilateral knee osteoarthritis, shared emails, text messages, photos and videos with Talk of the Sound on October 14-15. A customer since early 2025, Latisia described the service as systematically failing disabled and elderly users through communication breakdowns, no-shows and inappropriate vehicle assignments.
Bee-Line ParaTransit is a shared-ride service providing transportation to the elderly and disabled population in Westchester County and along Bee-Line bus service corridors in accordance with ADA regulations. The service operates within 3/4 mile of a regular Bee-Line bus route and only during the hours when that regular bus route is in service.
Under the Americans with Disabilities Act of 1990, a civil rights bill designed to remove barriers preventing persons with disabilities from fully participating in American society, transit agencies like the Westchester County Department of Transportation must provide origin-to-destination, curb-to-curb, demand-responsive ParaTransit service that mirrors fixed-route service in terms of service times and areas. The service is a safety net only for those persons who do not have the functional capability to ride fixed-route Bee-Line buses.
ParaTransit trip reservations can be made online or by phone, with next-day reservations requiring submission before 5 p.m. Riders are encouraged to consider the busiest times of day, as they may experience significant travel delays due to more vehicles on the road, accidents and construction. Days and times when riders may experience delays include mornings from 7:30 a.m. to 10:00 a.m. and afternoons from 1:00 p.m. to 4:30 p.m.
Latisia’s grievances span months and center on denials of her requests for passenger vehicle service over buses, which she said exacerbate her knee condition and cause excruciating pain from climbing steps. Despite documenting her needs in client notes and emails, she claimed these were ignored or deleted on the company side, leading to unsafe and undignified experiences.
In a series of communications in July, Latisia pleaded for car pickups after arriving via bus. She explained that steps complicate her mobility for the rest of the day and promote smoother entry and exit via car. “A car does not of course have steps”, she wrote, noting her doctor’s recommendation for knee replacement. She described bending over with one leg and both elbows to board, with the driver too close behind, yet another bus arrived instead.
Recently Latisia reserved a 12 p.m. ride but, she says, was left waiting on the ground in the dirt at her requested Elmsford location, with no vehicle arriving. “This no-show exemplifies purposeful communication failures and reporting issues”, she said.
Latisia provided a video of a second incident where bus seating was unsecured, forcing her to hold the seatback during the ride for stability. Latisia framed these and other issues as part of systematic ignoring of health medical transportation need, affecting not just her but others.
On October 10, 2025, the program administrator for transportation at the Westchester County Department of Public Works told Latisia he had reviewed her emails and committed to ensuring she will only served by a passenger vehicle.
The county provides a formal complaints process via an online Bee-Line Comments Form, requiring details like route, date and contact info.
Submissions receive an email acknowledgment within 24 hours, longer on weekends or holidays, with possible follow-up for clarification. Unrelated or unclear comments may not receive responses.
Appeals for eligibility or service denials route through the Office for People with Disabilities.
Westchester County Communications Director Catherine Cioffi said, “Westchester County is committed to always providing a safe and comfortable ride for all passengers on the Bee-Line ParaTransit system, and we believe every rider’s experience and perspective matters. When passengers speak up about their concerns they help us make this ride share system stronger, safer and more responsive for everyone.”
“We encourage all ParaTransit clients and Bee-Line bus riders to share their feedback directly and constructively with our team members. Your voice is essential to shaping a transit system that truly meets the needs of all who depend on it,” Cioffi said addressing clients with concerns.
Latisia seeks exposure to prompt change: “I’d like to tell my story and have you post the information.”
Riders facing issues are encouraged to use the online form at transportation.westchestergov.com/comments-and-suggestions or contact the Office for People with Disabilities at 914-995-4497.
If you are experiencing issues with ParaTransit and not getting results from the County leave a comment or contact us.
For more on Bee-Line ParaTransit, visit transportation.westchestergov.com/bee-line/bee-line-home.
This article was drafted with the aid of Grok, an AI tool by xAI, under the direction and editing of Robert Cox to ensure accuracy and adherence to journalistic standards.
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