After initial complaint surge, DART call volume drops
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DART ended its stops at Merle Hay Mall with its redesign in June. Photo: Courtesy of DART
DART customer-service calls fell sharply in July after surging during its June network overhaul, a drop the agency says shows riders are adjusting to the new system.
Why it matters: The decline suggests some rollout confusion may be easing, even as riders continue raising concerns about access, stops and service changes.
By the numbers: DART fielded 10,867 customer service calls in June, a surge compared with recent months, when its monthly totals had generally stayed below 8,000, according to data provided to the transit agency's commissioners earlier this month.
- Calls fell to 5,878 in July — down nearly 46% from June — spokesperson Brandon Wolf tells Axios.
State of play: Complaints have spilled into public meetings, including from a paratransit rider who told DART commissioners a late vehicle left him repeatedly calling for an update without getting a call back.
- Another noted that eliminated bus stops were still appearing on Google Maps, causing confusion.
Zoom in: One flash point concerned the elimination of stops at Merle Hay Mall, where riders used to be dropped off near the mall's main east entrance.
- Now they must walk from roadside stops and, depending on the direction, cross either Douglas Avenue or Merle Hay Road and navigate areas without sidewalks on the mall side of the road.
- "It's scary," Laurie Jones, a DSM rider, told the DSM City Council earlier this month, noting she's especially concerned about visually impaired riders.
What they're saying: DART expected more complaints during the rollout but maintains the redesign is providing faster, more frequent service overall, Wolf said.
- DART has no plans to restore on-site stops at Merle Hay Mall but says it is working with Des Moines on pedestrian and transit improvements, although no construction timeline has been set.
The intrigue: Leola Jasinski, DART's rider advisory committee chairperson, questioned whether a recent economic study of the system's redesign adequately captured the downside for people who lost convenient service, including those who may struggle to get to work.
The big picture: Other major transit overhauls have also generated early frustration and confusion as riders adjust to new routes and eliminated stops.
- Washington, D.C., saw a spike in feedback after its 2025 redesign, then adjusted dozens of routes in response to complaints and service data.
- Houston's 2015 overhaul brought early questions and confusion before ridership later increased.
What we're watching: The tone of rider feedback at DART's Tuesday commission meeting and whether complaints continue to ease.