The University of New Haven advertises safe and reliable transportation options that allow students to explore the greater New Haven and West Haven areas, mostly free of charge.

But, these courtesy vans have a recurring issue.

Students have cited long wait times and limited seating. While shuttles and vans run on loops around campus, some vans have less space than shuttles, which leaves students stranded at stops when vehicles reach capacity. This can result in students arriving late to class or missing their trains.

“The only problem I have is that sometimes they are late, and I’m usually late to my classes,”said Jada James, a first-year English major. “It’s hard to get in contact with them because, as a first-time student, I can’t really tell from the schedule, and I don’t understand the app they tell us to use. I think there should be some improvements to the app and the schedule they have posted.”

John Walsh, a courtesy van driver, said he has not heard complaints from students.

“No, I never really heard any complaints,” Walsh said. “Everyone that I work with does a great job. Maybe the train van gets held up because of traffic issues. We are here for the students—don’t hesitate to call for a ride because you or your parents indirectly pay for the service on campus.”

While Walsh said he was confident in the service, some students say the vans are unreliable and difficult to navigate, especially for first-year students.

James suggested the app and schedule – Passio GO! — be improved. The app is a van and shuttle tracker designed to help students stay updated on vehicle locations. However, some students said the app has noted flaws.

Miana Quinonez, a sophomore criminal justice major, said she has witnessed delays firsthand.

“Sometimes the driver will just sit at Forest, and nobody is at Forest,” Quinonez said. “They would just be there for like an hour. When you call UPD, they say, ‘He’s on his route.’ No, he’s not.”

Another student, Sy’rai Ryan, a sophomore forensic science major, agreed.

“My main issue with the courtesy vans is that, of course, they follow a schedule, but when checking the app, they are never on the route they are supposed to be on,” Ryan said. “They should know the class times and heavy traffic areas so students can get to class on time. There have been numerous times I’ve waited 10 to 15 minutes for a courtesy van that never arrived, and I’ve had to walk from my residence hall. I live in Forest Hills, so it’s not easy to walk to class every day—especially when the weather doesn’t permit it.”

Students also say the courtesy vans, meant to provide accessible transportation, are unreliable. Some students say improvements should be made to make sure students are not late to class or forced to walk in bad weather.

Additionally, students have suggested that the university better promote the service, as many—especially those living on campus—don’t know the courtesy vans exist.

These transportation resources are meant to support students in their academic success. Addressing these concerns could improve accessibility and reliability for students who rely on them daily.