UCAT bus service slammed for recent route changes; Metzger says more changes ahead

KINGSTON — Ulster County’s decision to abruptly relocate its UCAT bus hub from Kingston Plaza to a less convenient temporary site in the Town of Ulster on September 15 has triggered a ripple effect of frustration among riders countywide — from Wallkill to Pine Hill. 

Ulster County Executive Jen Metzger held a virtual listening tour with riders and advocates who criticized those recent changes and a laundry list of other concerns going back years. 

To complicate matters, the county will soon roll out a new route optimization plan that they have been working on for over a year. In good news, Metzger said the new route plan is expected to increase service hours by 30 percent systemwide. 

The 100-minute Zoom call on Wednesday night drew riders, advocates, and environmentalists who said the change — implemented without prior public comment — made it harder for them to reach work, medical appointments, and grocery stores. 

Metzger, who said she recently rode the bus to speak directly with passengers, acknowledged the complaints and said the September 15 route adjustments were made in response to immediate needs after UCAT lost access to the Kingston Plaza as a main transit hub.

“It’s been a fast transition to these new routes. But if you give us a little bit of time, I can promise you that we will work these kinks out,” Metzger said. 

“I just want to let everyone hear know that we are working closely with Mayor Steve Noble and the City of Kingston on future planning for a bus-to-bus transfer location in Uptown Kingston, which I know is something that many of our riders want to see. I, too, want to see that,” she said.

Dylan Moscoso, a regular rider until he had to secure a loan to buy a car to travel to work, accused the county of failing to stand up to Kingston Plaza management and of treating motorists’ convenience as a higher priority than riders’ needs.

Moscoso said a legal fight for the hub to stay at Kingston Plaza could have stalled long enough until the route optimization plan was put into place.

Metzger appeared open to hearing all of the complaints–including systemic, staff and communication issues going back years. “I plan on continuing to do this, because it is a great way to get real-time feedback,” the executive said. 

Riders like disabled veteran Eugene Shindel from the Wallkill area did not hold back. Shindel described taking the bus for groceries as an eight-hour mission. Others said the new routes made it nearly impossible to travel between towns or to connect with key destinations such as SUNY Ulster, the Kingston shopping district, and the New Paltz Loop. 

Gemma Calinda, who relies on a wheelchair for mobility, told harrowing experiences of being flung to the floor of a bus when a driver stopped too quickly in rainy conditions. She claims UCAT staff and management blamed her and the equipment on her wheelchair. 

Pine Hill resident Bridgid McGinn told Metzger that “two buses were cut completely” from her hamlet and that passengers have been stranded or forced to pay for $100 Uber rides when routes failed to connect. “It’s been incredibly disruptive,” she said. “People are being told to walk up hills with wheelchairs and groceries to flag a bus that may or may not stop.”

New Paltz residents and students said the cancellation of the town’s Loop service eliminated an essential link for low-income and car-less residents. “We’re going to take these comments back and work very hard on them,” said Deputy Executive Amanda LaValle. 

County Legislator Chris Hewitt (D, District 23), who is also chair of the county legislature’s environment committee, suggested innovation and adaptability are key to making mass transit gain mass appeal. “I think we need to emulate the Uber model for our county ride program, where people who are stranded walking five miles to work just so they can keep their employment to be able to afford food.”

Jonquil Mark was blunt with her comments and framed the issue as both environmental and social. “There’s a double standard on bus riders,” she said. “People praise mass transportation to reduce vehicle emissions, but look down on those who ride because they can’t afford a car.”

The county executive said additional public input sessions will be held as UCAT finalizes its route optimization plan, which could bring yet another round of schedule changes. “We take your comments seriously and we hope to provide good service for all of you,” Metzger concluded.  

County officials say that while the Zoom virtual listening tour was recorded it will not be available for viewing after the event.