Transcript No-Shows & Late Cancellations

CALACT Spring Conference
April 19th – 22nd, 2011
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Enforcement of an effective No-Show & Late
Cancellation Policy is imperative towards
maximizing productivity of paratransit
services.
The goal of an effective No-Show Policy is to
correct passenger behavior in order to
provide a better functioning paratransit
system.
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Transit Agencies are permitted to suspend
paratransit services to ADA paratransit
passengers who engage in a pattern or
practice of missing scheduled trips.
A "pattern or practice" involves intentional,
regular, or repeated actions, not isolated,
accidental or singular events.
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37.125 h - The entity may establish an administrative process to
suspend, for a reasonable period of time, the provision of complementary
paratransit service to ADA eligible individuals who establish a pattern or
practice of missing scheduled trips.
(1) Trips missed by the individual for reasons beyond his or her control
(including, but not limited to, trips which are missed due to operator
error) shall not be a basis for determining that such a pattern or practice
exists.
(2) Before suspending service, the entity shall take the following steps:
◦ (i) Notify the individual in writing that the entity proposes to suspend
service, citing with specificity the basis of the proposed suspension
and setting forth the proposed sanction.
◦ (ii) Provide the individual an opportunity to be heard and to present
information and arguments;
◦ (iii) Provide the individual with written notification of the decision and
the reasons for it.
(3) The appeals process of paragraph (g) of this section is available to an
individual on whom sanctions have been imposed under this paragraph.
The sanction is stayed pending the outcome of the appeal.
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Getting your Disabled and Social Services
Committee on-board with your No-Show
Policy is imperative.
Passengers that truly depend on the system
realize that certain individuals abuse the
system.
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A Late Cancellation must be the operational
equivalent of a No-Show in order to be
counted against the passenger.
A late cancellation is generally considered the
operational equivalent of a no-show , if a
passenger cancels their trip less than two (2)
hours before their scheduled pick up time.
Absolute Measurement or Relative Measurement?
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Absolute Measurement - establish a specific
number of no-shows in a given period of time
that would be considered excessive.
Relative Measurement - sets a percentage of
no-shows to a passengers total trip requests.
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Missed Trips due to Operator Error
The Vehicle arrives outside of the Pick-up
Window (either early or late)
Vehicle arrives at the wrong entrance of a
building
A sudden issue with one’s medical condition or a
family emergency
Note: If a passenger no-shows the first leg of
their trip, DO NOT automatically assume and
cancel their return trip.
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Booking multiple trips and taking only the
best one that best meets their needs
Not being at the designated pick-up location
within the designated pick-up window.
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Enforcing the parameters of the Agency’s NoShow Policy
Enforcing the policy with passengers that
they must be at the location of their pick-up
during the pick-up window.
Use of callouts to a passenger manually or
through an IVR Program.
Automatically cancelling subscription rides on
major holidays.
University of New Mexico - No-Show Policy
 There is a $20 no-show/late-cancellation fee. All
appointments must be cancelled by 3 p.m. of the
previous day (or by 3 p.m. on Friday for a
Monday appointment), to avoid charges for a noshow or late-cancellation. After-hour messages
regarding cancellations may be left at 277-3136.
Insurance will not cover charges for noshow/late-cancellation or eligibility fees.
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If you believe we have made an error in
scheduling or you believe you deserve special
consideration, please complete the Petition for
"No-Show" Fee.
MIT - No Show Policy
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Cancellations within 48 hours for reasons other
than illness or an emergency are not acceptable
and will jeopardize your recruiting privileges. You
must change or cancel an interview more than 48
hours before the interview.
Cancelling an interview within 48 hours of your
scheduled appointment does not exempt you
from penalty, and may still be considered a "No
Show".
Flight School – No Show Policy
 The following penalties will be charged for each
unexcused, “No Show” activities:
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Local Solo: $40.00
Local Dual: $80.00
Solo Cross-Country: $80.00
Dual Cross-Country: $100.00
Dual Ground Lesson: $80.00
Oral: $50.00
Stage Check/End of Course: $100.00
YOU CAN BE NO-SHOWED FOR A SOLO FLIGHT!!
And you must call a minimum of 24 hours prior
to scheduled solo if you need to cancel the flight.
Your no-show policy should address the
following:
◦ The amount of notice that riders must give if they
want to cancel a scheduled trip;
◦ The frequency of no-shows that will constitute a
"pattern or practice"; (Absolute or Relative
Measurement).
◦ The length of time for which service will be
suspended.
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30. Is a no-show policy used by the grantee or a subrecipient? If yes:
a. What is the suspension policy for no-shows?
b. How does the grantee or subrecipient determine whether or not
no-shows are under the rider’s control?
c. Are no-shows caused by operator error counted against the rider?
d. What are the thresholds for a cancellation before it is considered a
no-show?
e. Are only riders who have demonstrated a true pattern or practice
of no-shows suspended?
f. Are financial penalties assessed for no-shows?
g. How are riders allowed to contest no-shows?
h. Is there an appeals process for suspensions?
i. Is the length of the suspension reasonable?
http://www.fta.dot.gov/funding/oversight/grants_financing_10924.ht
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Scott Transue
Manager, Service Quality & Accessibility
North County Transit District (NCTD)
810 Mission Ave. Oceanside, CA 92054
Ph: 1 (760) 967 2821
E-mail: [email protected]
Any Questions? Thank You!