No shows and cancellations

DRT's No show and cancellation policy is in place to ensure that when a customer books a ride with On Demand/Specialized, they take the ride or cancel unneeded bookings with reasonable notice. This is 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, you will be given a 20-minute pick-up window. 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 four or more hours prior to your trip. Cancellations made less than four hours before the scheduled trip are considered late cancellations.

Point system

A point system was introduced to discourage no shows and late cancellations; 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 may be doubled and the return part of your trip will be automatically cancelled.

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.