HRT Para Transit No-Show and Late Cancellation Policy
Effective April 15, 2002
It is the policy of Hampton Roads Transit that Para Transit passengers who establish a pattern or practice of excessive “No-Shows” or “Late Cancellations” shall be subject to suspension of service. This policy is necessary in order to recognize the negative impact Late Cancellations and/or No-Shows have on the service provided to other passengers as well as the cost of providing Handi-Ride service.
A passenger is considered a “No-Show” if the passenger fails to board or fails to be ready to board at the scheduled pick-up location when the driver has waited 5 minutes during the Handi-Ride Service “on-time” window for service, defined as 15 minutes prior to scheduled pick-up time to 15 minutes after the computer-scheduled pick-up time.
For example, if the passenger has a 2:00 p.m. pick-up identified y the computer, the driver may arrive anytime between 1:45 and 2:15 and be considered on-time; the vehicle then must wait 5 minutes for the passenger. Effective January 2002, passengers will be informed of the full “minus-and-plus” range for the on-time pickup when the trip is scheduled. In this example, assume the driver arrives at 2:12. The driver then waits a full 5 minutes. If the passenger is not on-board or ready to board by 2:17, the passenger is considered a No Show. Similarly, the driver will only wait 5 minutes if the vehicle arrives on the “early” side of the window. For this same scheduled 1:45-to-2:15 p.m. pickup, if the driver arrives at 1:50, the passenger will be considered a No-Show if they are not on-board or ready to board by 1:55 p.m.
A passenger is considered a “Late Cancellation” if the passenger cancels scheduled Handi-Ride service at any two (2) hours or less before the beginning of the passenger’s scheduled pickup window.
Any combination of three (3) Late Cancellations or No-Shows in any consecutive three-month period or less will be deemed “excessive” and is defined as a “violation” of this policy. Passengers with excessive Late Cancellation/No-Shows will be subject to sanctions as described below.
In addition, passengers must pay HRT the required full fare ($3.00) for any trip(s) wherein the passenger was either a No-Show or Late Cancellation.
If a passenger no-shows or late cancels for an “outbound” trip and has one or more other trips) e.g., return) on the same day, HRT will not automatically cancel the subsequent trip(s). It is the passenger’s responsibility to either take the later trip(s) or cancel it/them in a timely manner, if they wish to avoid being charged with any additional No-Show or Late Cancellation.
A trip missed by a passenger for reasons beyond the passenger’s control, including Handi-Ride error or uncontrollable or unpredictable impacts of their disability, will not count as a No-Show.
HRT will notify individuals of No-Shows and/or Late Cancellations after each occurrence to assist in the early resolution of misunderstandings and to identify conditions beyond the control of the individual.
An individual with excessive No-Shows/Late Cancellations will:
The passenger may appeal the decision of HRT by filing an appeal within 60 days fro the date of the Suspension Notice. Appeals will be handled in accordance with the provisions of the United Service Plan and Policy for Complementary Paratransit Services under the Americans with Disabilities Act (ADA). If appealed, the sanction will be stayed pending the outcome of the appeal. HRT must continue to provide Paratransit service, upon request, to the passenger until the appeal is resolved. However, if the passenger continues to accrue additional No-Shows or Late Cancellations during the appeal period, these may be considered in the determination of the proposed sanction; the passenger will be so notified. If the passenger does not appeal or waives their right to appeal, the sanctions noted will be imposed.
Any combination of three (3) Late Cancellations or No-Shows in any consecutive three-month period or less is defined as a “violation” of this policy. Sanctions will be imposed as follows:
First violation-Fourteen day suspension of Paratransit service.
Second violation-One month suspension of Paratransit service. Passenger has the option in lieu of suspension to pay the “full cost”($20 per trip) for each No-Show or Late Cancel that they have incurred during this interval, including No-Shows or Late Cancels that occur prior to appeal hearing.
Third violation-Three months suspension of Paratransit service. Passenger has option in lieu of suspension to pay twice the “full cost” ($40 total) for each No-Show or Late Cancel that they incurred during this interval, including No-Shows or Late Cancels that occur prior to appeal hearing.
Forth violation-One-year suspension of Paratransit service and the passenger has the responsibility to request re-instatement of active eligibility.
In cases where suspension of service occurs, passengers must pay the fare ($3.00 per trip) that would have been paid had the trip(s) been taken before Paratransit service will be resumed.
If more than two years elapse between any two stages of violations, the progression of suspensions would start at the first step.
Exception fro Subscription Services: Subscription service is provided as a mutual convenience for passengers and HRT, and is not required by the ADA regulations. If a person with subscription privileges accrues three or more No-Shows or Late Cancellations within any one-month period, the subscription will be cancelled and the individual notified. The passenger must then use the standard Paratransit service and have two consecutive months with no more than one No-Show or Late Cancellation before subscription service may be restored. Restoration of subscription privileges is at HRT’s discretion. In addition, other sanctions and/or violations described above apply for the individual passenger.
Exception for Contract Services: Contract service is provided as a mutual convenience for passengers, agencies, and HRT, and is not required by the ADA regulations Handi-Ride must be notified of any cancellation(s) by 5:00 p.m. the evening before service is to be provided, or the contracting agency will be charged the fare(s) for such passenger(s), even if the trip is not taken. In addition, other sanctions and/or violations described above apply for the individual passenger.