No-Show and Late Cancellation Policy

Did you know?
Approximately 2,500 Specialized Services reserved trips were wasted in 2014 because passengers did not show up or cancelled their trip only when the operator showed up at the door. 

These occurrences are becoming too common and are a concern because they make passenger capacity unavailable to other customers who would require the service.

To improve capacity for customers, Specialized Services will implement a No-Show / Late Cancellation Policy and associated changes to current practices, effective April 6, 2015. 
 
Scheduled Pick-up Window
Effective April 6, 2015, Specialized Services will implement a revised Scheduled Pick-up Window policy. 

When do I need to be ready for pick-up within the pick-up window?

DRT will provide 20-minute pick-up window for all customer trips.  The 20-minute pick-up window extends from 15 minutes prior to the scheduled pick-up time until five minutes after the scheduled pick-up time. Customers must be ready for pick-up 15 minutes prior to the scheduled pick-up time.  Upon arrival DRT wait up to five minutes for the customer before proceeding to the next pick-up.

No-Shows and Late Cancellations
When a customer does not show up for a trip or cancels a trip at the last minute, Specialized Services is unable to re-schedule trips for others and makes capacity unavailable to other customers.  Currently Specialized Services require notice of 12 hours or more for a trip cancellation to ensure the capacity can be used by another customer. 

Definition of a Late Cancellation:  A trip cancelled twelve hours or less prior to the scheduled trip.  Note that late cancelled trips attributed to a reasonable cause, as determined by DRT, will not be classified as a late cancellation.
Definition of a No-Show:  A customer is not at the scheduled pick-up location.  No-shows will not be allocated to a customer when Specialized Services arrives after the 20-minute pick-up window. No-show trips attributed to a reasonable cause, as determined by DRT, will not be classified as a no-show.
 
Customer Accountability Thresholds
DRT will implement a point-based process effective April 6, 2015, that will apply to all booked trips. 

What points are assessed for late cancellations and no-show trips?

Late Cancellations: One point. 
No-Shows: Two points.
Round Trips:  Points will be doubled and the return portion of a no-show trip will automatically be cancelled and points assessed. 

How long do the points stay on a customer’s record? 

1 year from the date incurred.

What happens when a customer reaches a certain number of accumulated points? 
Seven days after reaching an accountability threshold, DRT will initiate the action listed below. 
​Points Accumulated Accountability Threshold and Action​
6 points​ Formal letter documenting late cancellations and/or no-shows​
12 points ​ Customer is unable to use Specialized Services for two days​
18 points​ Customer is unable to use Specialized Services for seven days​
24 points​ Customer is unable to use Specialized Services for 30 days; an interview with the Manager, Specialized Services, will be required to review service needs​
30 points​ Customer is unable to use Specialized Services for 60 days; an interview with the Manager, Specialized Services, will be required to review service needs​
36 points​  Customer is unable to use Specialized Services for 90 days; an interview with the Manager, Specialized Services will be required to review service needs​
  
When notified by DRT of reaching an accountability threshold, can customers appeal?   
Yes.  A customer can appeal within three days of a verbal notification from Specialized Services that they have reached a threshold.  When a customer has reached 12 or more points, the customer may appeal to the Manager, Specialized Services (within 3 days of notification).  In cases where a resolution cannot be achieved to the satisfaction of both parties, the appeal will be referred to the General Manager of DRT, for a final decision.