One of our greatest and most neglected resources is our elders. They have raised us and guided us, and they continue to do so regardless of health or age. Sadly, the City of El Paso seems to want to ignore their needs, creating fear and confusion in a woman in her 80s.

20 April 2024, El Paso, TX, Steven Zimmerman – We must discuss Sun Metro’s Lift service.

What is the Lift service? According to their website:

The LIFT is Sun Metro’s paratransit service for ADA paratransit-eligible clients, providing origin to destination (curb-to-curb), on-demand transportation using small buses equipped with hydraulic mobility device* lifts and tie downs; as well as contracting with private operators using regular passenger vehicles.

LIFT operators are specially trained in sensitivity and defensive-driving techniques. The service provided by the LIFT compliments the service area and hours of operation offered by Sun Metro’s traditional (or fixed-route) public transit service. The LIFT services the entire City of El Paso and extends ¾ mile beyond a fixed route bus stop.

Sun Metro also offers a door-to-door service to those individuals that qualify. This is an extension to the curb-to-curb service Sun Metro provides and it’s offered to those passengers experiencing extreme mobility difficulty or safety problems and need that extra assistance to/from their door to the paratransit vehicle. There is no additional charge for this service.

A month ago, we received a phone call from an elderly woman and her granddaughter. They called because the Lift service has room for improvement. Mrs. Rodreguez, the lady who called us, was told that Lift refused to take her home after she had the pick-up scheduled days in advance. Why did they refuse to provide service to Mrs. Rodreguez? Groceries.

Mrs. Rodreguez goes shopping once a month. During this trip, she purchases everything she and her husband will eat for that month.

“My husband is not good,” says Mrs. Rodreguez. “I don’t leave him for his health. He needs for someone in the house.”

When Mrs. Rodreguez goes shopping, she plans to be able to bring everything home. She’s not expected to be lectured on how many groceries she can bring on the Lift. Mrs. Rodreguez says she received a lecture about how many bags she could have.

“I was told my handbag and three Walmart bags,” she says she would be allowed to carry on the Lift bus.

We have tried to reach out to anyone in Sun Metro’s media office for a month. No one has returned our call. We were able to speak to several customer service representatives, most of whom were overly rude – being told that Sun Metro does not have a public information officer, that it is not the representative’s job to provide us phone numbers for media reps, to being hung up on when they asked why we were calling. It’s just outright rude.

We finally reached one rude customer service rep who answered a few questions. She told us the reason for the bag limit is that it would inconvenience other riders if you have more than four bags with them. When we asked what consideration is given to those trying to shop for the month, the answer is a true reflection of most City of El Paso employees.

“It’s not our fault for their failure to properly plan how and when they will shop,” she said. I believe the rep’s name is Delia. It’s hard to make out her name on the recording we have.

Mrs. Rodreguez tells us that she plans her grocery shopping trips for such a time that there are usually no other riders on the Lify.

“I don’t see people on the little bus,” says Mrs. Rodreguez. “I think that one time, there was one person on the Lift. How is food this problem?”

On Lift’s FAQ page, you will find the following:

Carry-on Bag Policy

Due to space limitations, customers are only permitted to carry four bags on Sun Metro LIFT vehicles.

We wanted to discuss this policy with anyone at Lift. Sadly, we were met with a seemingly impenetrable wall of denial, refusal, and inability to budge.

One of our greatest and most neglected resources is our elders. They have raised us and guided us, and they continue to do so regardless of health or age. Sadly, the City of El Paso seems to want to ignore their needs, creating fear and confusion in a woman in her 80s.

For the City of El Paso and Sun Metro, how hard would it be to create a way to accommodate elderly riders who must do their shopping all at once? It is beyond reason to ask them if they are doing a month’s worth of shopping when scheduling a trip to Walmart or a grocery store. If they are, is it beyond reason to endure that they can board a lift bus without a lecture or being told they must make other arrangements?

Fortunately, a kind-hearted citizen came to Mrs. Rodreguez’s aid and helped her get home with all her groceries.

If Sun Metro decides to discuss this with us and wants to listen to all our recordings, we will be more than happy to accommodate you. Our contact link is at the top of the page. Until then…

Shame on you, Sun Metro. Shame on you.

Related article from KFOX in 2014: Sun Metro Lift passengers tell city officials service ‘appalling’