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Public Transit     ADA Transportation     No-show and Complaint Process
No-show and Complaint Process
Cancellation / No Show Policy

Fayette Area Coordinated Transportation’s (FACT) definition of a “no-show” is any time a driver goes to pick up a rider and he/she decides not to use the service or is not at the pick-up site and has not called in to cancel his/her trips at least one (1) hour before the scheduled pick-up time.

Cancellations must be made within the required time frame.  In order to avoid a no-show, the rider must cancel their ride at least one hour prior to their scheduled pick-up time.

Riders who fail to cancel their trips will be subject to a service suspension.

No Shows

Fayette Area Coordinated Transportation will not suspend service on any trips missed by a rider for reasons beyond his or her control, including trips missed due to transit agency error or lateness.  Sanctions could be imposed only for a “pattern or practice” of missed trips.  A pattern or practice involves intentional, repeated or regular actions, not isolated, accidental, or singular incidents.  If a no-show was beyond a rider’s control, contact the FACT office at 724-628-7433.

When a rider is not ready, not present, or chooses not to go and the driver has waited 5 minutes past the scheduled pick-up time, it is considered a “No Show.”

Frequency of Trips Maximum No. of “No Shows” Percentage
1 – 19 Trips Per Month Maximum of 3 “No Shows” Per Month 15%
20 – 39 Trips Per Month Maximum of 6 “No Shows” Per Month 15%
40 – 59 Trips Per Month Maximum of 9 “No Shows” Per Month 15%
60+ Trips Per Month Maximum of 12 “No Shows” Per Month 20%

For those riders who accumulate “No Shows”, the following policy applies:

Suspension of Service Shall Be:
1st Violation Verbal Warning
2nd Violation Written Warning
Additional Violations Could lead to suspension of service for 5 days

Before any suspension of service due to “No Shows”, FACT must notify the individual rider in writing, citing specifically the full reason for the proposed suspension and its length, including the exact “No Show” dates, times, pick-up locations and destinations on which the proposed suspension is based.

Comments, Suggestions, and Complaints

Whether we’re doing an exceptional job, or need to improve something, FACT wants to know about it!  If you would like to lodge a complaint, comment on our services, or commend a FACT employee for a job well done, please call: (724) 628-7433 or send us an email message at: lgsmith@hs.fayette.org

FACT strives to investigate all complaints within two business days.  All comments and commendations are forwarded to the appropriate staff member for further action as required.