No Show Policy & Late Cancellations

NO-SHOW POLICY

A No-Show (NS) occurs when:

• The vehicle arrives at the pick-up location, waits 3 minutes, and the customer does not board or is not visibly approaching.
• The dispatcher attempts to call if time permits.
• A passenger or someone else cancels the ride upon the driver’s arrival.
• The passenger arrives after the driver has already left.

Late Cancellations

A late cancellation is when:

• A city resident cancels less than 30 minutes before pick-up time.
• A rural resident cancels less than 45 minutes before pick-up time.
• A group trip is canceled less than 2 hours before pick-up time.
• Cancellations are allowed for rides booked within the 30-minute window, as long as the driver is not already en route.

Excused No-Shows

No-Shows may not be counted if due to reasons beyond the passenger’s control, such as:
✔ Family emergency
✔ Mobility aid failure
✔ Accidents
✔ Bus arriving late
✔ Cancellation request was not noted by staff

Unexcused No-Shows

No-Shows will be counted if due to:
✘ Passenger deciding not to travel
✘ Forgetting to cancel or not knowing a ride was scheduled
✘ Finding another ride but failing to cancel
✘ Informing someone else about a cancellation instead of calling DATA
✘ Refusing to ride with a specific driver, passenger, or vehicle

Consequences & Payment

🚫 Repeated No-Shows may lead to service review.
💲 No-Show fees must be paid on the next trip.
⚠️ Service may be suspended for unpaid No-Show fees.

Appeal Process

Customers have the right to appeal a suspension or termination.

Steps to Appeal:

1. Upon receiving a suspension/termination notice, call DATA Operations Manager within 7 business days.
2. The Operations Manager will review and respond within 7 business days with a final decision.