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Cancellations and No-Shows

Cancellations

It is requested that passengers notify the dispatch office of any necessary cancellations at least two (2) hours prior to the scheduled trip. This allows the dispatch office to reassign that time to another passenger whose service request was previously denied. A cancellation is considered “late” if it is made less than two (2) hours prior to the trip (example: after 7:00 a.m. for those trips scheduled before 9:00 a.m.)

To encourage proper and timely cancellations, cancellations will be treated as no shows if not called within the time frame listed above. .

No Shows

No Shows – Central Texas Rural Transit District has implemented a No Show Policy for its Public Transit System known as City And Rural Rides (C.A.R.R.). A no show is defined as any instance in which a passenger does not keep their scheduled ride and fails to notify the C.A.R.R. office at least two hours prior to scheduled pick up time. Implementation of this policy has become necessary due to the rapidly increasing number of no shows. We have determined that no show trips affect not only the transit system, but also other customers. Our drivers make every effort to pick up all passengers on a timely basis, and when one of our customers is not there the drivers are required to spend time seeking out the person. This delay has caused our drivers to fall behind their anticipated daily schedules and has caused unnecessary delay for other passengers attempting to get to their scheduled destinations.

If a passenger no-shows from his/her origin, C.A.R.R. will not return to complete the trip. If a passenger later determines that they need a return trip, then they must call C.A.R.R. to attempt to schedule. C.A.R.R. will attempt to return at the earliest time possible, within service hours, depending upon vehicle availability. No guarantees of return are made. The General Manager or his designee reserves the right to authorize a driver to return for a pick up if circumstances warrant.

The No-Show Policy for all Public Transportation customers will be as follows:

a) Two no-shows within a one month period will result in a letter of notification and the passenger being placed on no-show status.

b) A third no-show within a one month period will result in a review of past services provided and a customer’s record on no-shows. This review could result in a letter of notification that riding privileges on City And Rural Rides has been suspended.

c) If determined preventable, no-show will result in suspension of services for 1 week.

d) A second occurrence of three no-shows within a one month period will result in a 2 week suspension.

e) A third occurrence of three no-shows within a one month period will result in a month suspension.

f) Suspension periods cannot be split or otherwise divided or altered without approval by the General Manager.

g) No-shows for billed customers will be submitted to funding source for reporting purposes.


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Central Texas Rural Transit District

P.O. Box 712     Coleman, TX 76834     (800) 710-2277      (325) 625-4491