Juneau aging commission chair asks Assembly to fix or cancel paratransit contract

Juneau seniors and wheelchair riders are still missing arranged pickups, the chair of the Juneau Commission on Aging told the City and Borough of Juneau Assembly on Monday.

Deborah Craig said complaints against Ground Transportation Solutions, which took over Capital AKcess service Nov. 1, 2025, include poor phone capacity, missed pickups, unsafe driving and denied rides for personal care attendants, a practice federal ADA guidance permits. CBJ renewed the GTS contract in June despite mounting complaints.

"Winter's coming and the CBJ needs to resolve these issues before it sets in," Craig said. "The safety and well-being of Juneau seniors and people experiencing disabilities is clearly at risk."

Craig cited videos of drivers phoning while transporting wheelchair riders. She also described a rider left at Foodland after being told her pickup was scheduled for the next day. A manager's office official emailed Craig that day to say complaints were being followed up, but riders had seen no resolution.

Craig warned of possible federal corrective action, lost funding or legal action. She asked the Assembly to require fixes or end the contract. The Assembly took no action Monday. At an Aug. 31 worksession, Assembly member Hughes-Scandies said such complaints are hard to investigate without details.

The commission votes Sept. 15 on whether to seek a rider survey, an ADA compliance review or a different provider.