The purpose of this policy is to ensure that FACT provides efficient shared ride services and to reduce the negative impact of no-shows and late cancellations on the service to other passengers.
No-Shows are recorded each time a shared ride customer makes a late cancellation, forgets to cancel, declines their trip at the door, or is not available for pick-up for their scheduled trip. A pattern or practice of excessive No-Shows may result in suspensions of service as outlined below.
A No-Show is a trip that has not been canceled at least two (2) hours prior to the scheduled pick-up time and the FACT driver arrives at the pick-up location and no one appears for the ride. FACT’s driver will notify FACT’s office and wait for five minutes to confirm the no-show.
Customers of all programs except ADA Complementary Paratransit Services who are no-shows for the initial scheduled trip will automatically have their return trip cancelled and be charged with one no-show, not two. A rider that schedules an ADA Complementary Paratransit trip that is a no-show for the initial scheduled pick-up, the return trip will not be automatically cancelled and as such, the rider must cancel the return trip. If the no-show rider does not cancel the return trip, the rider will be charged with another no-show.
No-shows for reasons that are beyond the passenger’s control will not be counted. Examples of excused no-shows include, but are not limited to; illness, accident, family emergency, personal care attendant did not arrive on time, rider’s mobility aid malfunctioned, appointment cancelled by doctor’s office too late to provide timely notification, FACT scheduling or operator error, etc.
Sanctions could be imposed if a pattern or practice of no-show occurs. A pattern or practice involves intentional, repeated or regular actions, not isolated, accidental, or a singular incident.
A pattern or practice of no-shows will be determined by reviewing a customer’s no-shows monthly. A pattern or practice may be indicated if there are at least (five) or more no-shows within a thirty-day period and no-shows are 25 percent or more of all trips the customer scheduled and it is in excess of the average passenger no-show rate for the month. After each month, the record is cleared.
Sanctions:
- 1st Occurrence – the customer will be contacted (phone or letter) and advised that he/she violated FACT’s No-Show Policy.
- 2nd Occurrence – 1-day suspension
- 3rd Occurrence – 3-day suspension
- 4th Occurrence – 5-day suspension
- 5th Occurrence – 7-day suspension
Passengers can contact FACT to appeal no-show sanctions. The customer will be provided an appeal form to complete. The form must be completed and submitted to FACT within ten (10) days of the no-show/late cancellation violation. A decision will be made within ten (10) business days and sanctions will not be imposed until the decision of the appeal is rendered in writing.
