RIDER NO SHOWS OR LATE CANCELLATIONS
A Rider No Show occurs when
- you cancel a trip less than two hours before the scheduled pick-up time or
- you do not show for a scheduled ride within 5 minutes of the driver arriving, as long as the driver arrived within your 20-minute pick-up window.
- you do not cancel your standing order trip the day before by 10:00pm
It is not a Rider No Show if the driver arrives after the 20 minute pick-up window – regardless if you are there or call to cancel the trip.
If you get 6 valid Rider No Shows in 60 days, your eligibility may be suspended. Written notice will be sent on Rider No Shows.
If the Rider No Show or Late Cancellation is for a good cause and/or due to circumstances beyond your control you may request that it be removed from your record by calling Customer Service to explain the circumstances.
Note: Riders also have the right to appeal or dispute all No-Show decisions. Please contact the Customer Service Center for more details about Rider No Shows or Late Cancellations.
STANDING ORDER TRIPS
If you have one or more recurring trips per week (same pickup time, same pickup address, same destination, etc.), you may request a “Standing Order” trip. If your request is approved, a vehicle will be sent for you automatically and you do not need to call to reserve the trip the day before.
The ADA allows Access Paratransit to schedule Standing Order trips as long as the total number of Standing Order trips does not exceed 50% of the total number of trips.
During certain times of the day Access Paratransit may have reached that limit and will place your name on a waiting list. You will still be able to make Next Day reservations for that trip while you wait for the Standing Order approval.
To request a Standing Order trip, please call the reservations number approximately two weeks before you would like the trip to begin. Please keep in mind the following information regarding Standing Order trips:
- A trip needs to be consistent for a minimum of six weeks.
- Trips do not have to be at the same time each day of the week. For example, you may request a 7:30AM pick-up on Mondays, a 6:30AM pick-up on Tuesdays, an 8:00AM pick-up on Wednesdays, etc.
- If you would like to request a one-time change to a Standing Order trip, you will need to cancel the trip and book a trip through the standard reservations process.
- The “Rider Cancellation and No Show” policy will apply to Standing Order trips. If necessary, please cancel your Standing Order trip the day before by 10:00pm.
- You may cancel your Standing Order trips for up to 30 consecutive calendar days at any given time. If a Standing Order ride is cancelled for longer than 30 days, it is subject to cancellation.
- Standing Order trips will be automatically canceled on the following holidays:
New Year’s Day, President’s Day, Memorial Day, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day
- If you need a ride on any of these days, you will need to book a trip through the regular reservation process. (See page 10)