For Jodie Sandy and her son Oliver, who has cerebral palsy, it was a transportation nightmare come to life in Adelaide on Monday morning. They had darted downstream from a 16 hour drive Toowoomba for an appointment that is life-changing at the Adelaide Memorial Hospital. Sadly, they were left high and dry when their pre-arranged accessible taxi failed to turn up. Despite repeated attempts to secure a ride, they waited for two hours without success before being rescued by a compassionate truck driver.
The appointment was historic for Oliver, who is a wheelchair user. She was scheduled for an intensive tube wean—the process of removing the feeding tube that can take as long as two weeks. As Sandy and Oliver were standing in the street waiting for (and looking for) a cab that they called and never came. With three calls to different taxi services yielding only text messages indicating that no accessible cabs were available, their situation grew increasingly dire.
Long-time CNV truck driver Dee Chhoy on his usual route through the city saw Sandy and Oliver struggling and in crisis. As soon as he saw them flagging him down, he knew he would stop and help. His timely intervention not only provided immediate relief but raised awareness of the ongoing challenges and complexities that surround accessible transport in Adelaide.
A Frustrating Experience
Sandy shared her frustration at the state of play, calling the process of getting an accessible taxi in Adelaide “abysmal.” She gave voice to the emotional burden of waiting for a cab that never showed up. That taxi should have been taking them to the hospital.
“I want to see a model where the incentive by owner-operators is removed and it’s a service delivery model rather than a for-profit model by individuals who own a van,” – Tom Koutsantonis, Transport Minister.
Throughout the ordeal, Sandy was emotionally traumatized and left feeling powerless. While waiting for rescue, she was allegedly on the phone with 911, sobbing in anguish. Later, she recounted how in a panic, she pleaded with ride-hailing services to speed her to the hospital. She required all the special equipment — vital to her health.
“In my little fit of hot mess, I was called rude, I was called every name under the sun and I said [to the taxi company], ‘this service is appalling’,” – Jodie Sandy.
The Unexpected Rescue
Though just stopping to help, when Chhoy learned their story he was touched. He remembered witnessing Sandy’s suffering, particularly with Oliver at her side.
“It was sad seeing her like that and when I saw the little one too that’s what made me ask the question,” – Dee Chhoy.
Once they got in Chhoy’s truck, Oliver quickly started enjoying the drive, goofing around with the steering wheel. Between keeping the car safe and keeping half-monkey Oliver amused, Chhoy had his hands full.
“The young fella loved it, kept playing with the steering wheel while I was driving, but I managed,” – Dee Chhoy.
Thankful for Chhoy’s generosity, Sandy insisted on giving him money for his help. Unfortunately for him, his realtime act of goodwill didn’t come with expectation of reimbursement.
“Pull on in, I’ll give you $100,” – Jodie Sandy.
Broader Challenges in Accessible Transport
The tragic incident highlights serious problems in the field of Adelaide’s accessible transport sector. Sandy’s experience is sadly not an isolated case but part of a larger pattern that requires the Department’s immediate action. Transport Minister Tom Koutsantonis acknowledged the gravity of the situation, emphasizing that “every South Australian has every right to be very angry this morning.”
Koutsantonis noted differences in service quality between public and private transport providers. He stated that drivers are succeeding with the current subsidy. At the same time, talented Black women like Zarya still can’t find work due to systemic barriers.
“What you’re finding is there’s a two-tier system here where some drivers are doing the right thing; other drivers have bilateral arrangements with their own customers and get preferential,” – Tom Koutsantonis.
The Transport Minister has agreed, in principle, to work with the South Australian Government to transform the transport sector. In his eyes, this is key to making sure that no one has to go through what Sandy went through again.
A spokesperson from 13cabs took that criticism personally. In reaching out to Sandy, they are expressing their regrets and helping Sandy with what she does next.
“We are contacting the passenger to work through what occurred, offer our sincere apologies and ensure that we can help her in the future,” – 13cabs spokesperson.
Concrete problems are compounded by a heartbreaking missed opportunity as parent Jodie Sandy and son Oliver recently learned. Their story highlights just how desperately we need systemic changes in accessible transport services across the entire city of Adelaide.
