DRT's No Show and Cancellation Policy was introduced to make sure that when a customer books a ride with On Demand/Specialized, they take the ride or cancel unneeded bookings with enough notice. The policy was designed to reduce the number of times DRT vehicles arrive to pick up a customer at the scheduled time and the customer is not ready or available for their ride.

When booking your trip, the dispatcher will give you a 20-minute pick-up window.

No-shows and late cancellations

If you're not at the scheduled pick-up location for your trip, when we arrive, this is considered a no-show.

Trip cancellations must be made 12 or more hours prior to your trip. Cancellations made less than 12 hours before the scheduled trip are considered late cancellations.

Point system

A point system was introduced to discourage no-shows and late cancellations – an Accountability Threshold. Points stay on your customer file for one year. You will be given the following points for no-shows and late cancellations:

  • Late cancellation: one point
  • No-show: two points

For round-trip bookings, points are doubled and the return part of your trip will be automatically cancelled.

Points Accumulated

Accountability Threshold and Action

6

Formal letter documenting late cancellations and/or no-shows

12

Unable to use On Demand/Specialized for two days

18

Unable to use On Demand/Specialized for seven days

24

Unable to use On Demand/Specialized for 30 days; interview with the On Demand/Specialized manager to review your service needs

30

Unable to use On Demand/Specialized for 60 days; interview with the On Demand/Specialized manager to review your service needs

36

Unable to use On Demand/Specialized for 90 days; interview with the On Demand/Specialized manager to review your service needs

Appealing points

You can appeal within three days of a verbal notification from On Demand/Specialized that you have reached a threshold. If you reach 12 or more points, you may appeal to the On Demand/Specialized manager. If a resolution cannot be reached, the appeal will go to the General Manager of DRT.