Egan: After 71 minutes on OC Transpo's info 'service' line, senior gives up

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By Kelly Egan, Ottawa Citizen, May 21, 2019

Say this about customer “help” lines in a digital age — on hold in cyberspace, no one can hear you scream.

Brian Tinkess is 73, retired from running a well-known food truck called the Blooming Onion, and living in the ByWard Market area without a car.

He relies on public transit to get around so needs to check OC Transpo schedules fairly regularly. Though he has a computer, he isn’t very handy with it, so tends to use the “customer service & information line,” 613-741-4390, to get information on routes and departure times.

Just one problem — nobody really answers. “If you get through in less than 20 minutes,” says Tinkess, “you’re lucky.”