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AnchorRIDES - No Shows and Cancellations No Show and Late Cancellation Policy (Revised Policy Effective March 1, 2007) All areas of AnchorRIDES operations need to be addressed in order to meet service standards, including the need to reduce no shows and late cancellations for confirmed trips. The purpose of the policy is to increase service availability and to decrease ride lengths and late trips. This policy was approved for revision following feedback received through the public hearing process in October 2006. A Customer No Show is assigned two (2) infraction points when:
A Customer Late Cancel is assigned one (1) infraction point when: A rider cancels a confirmed trip two (2) or less hours before the scheduled pickup time. A Missed Trip caused by AnchorRIDES due to a scheduling error or a late vehicle that arrives outside the on-time window is an infraction assigned against the contractor. The contractor will issue a free fare ticket, is not reimbursed for the trip, and is monetarily penalized by the MOA. Penalty Assessment: The following table describes the various notification and suspension levels based on rider actions:
Example: If a person has 2 no shows and 2 late cancellations, s/he will be assessed four points (2 no shows x 2 points per no show) for the no shows, and two points (2 late cancellations x 1 point per late cancellation) for a total of six points. This results in a warning/notification letter that service may be suspended if the rider accumulates 12 or more points during a 180 day period. Trips scheduled by an agency, caregiver or guardian, for eligible riders are subject to the same penalties. Agencies, caregivers and guardians should ensure riders follow program guidelines. Appealing No Shows: Appeals to the MOA AnchorRIDES office, result in a review of specific no show infractions and could be overturned if determined as beyond the rider’s control. If overturned, no (0) infraction points would be assigned for the No-Fault No Show. No Shows are costly to the service. Before placing a reservation, be certain that you really plan to travel. Excessive no shows and late cancellations are an abuse of the service and will result in suspension of service. A detailed copy of the no show policy and appeal procedure is available upon request from the MOA AnchorRIDES office at 343-7433 or by email at wwtd@muni.org. To avoid getting a no show suspension, it is suggested to write down every scheduled trip, check the list daily, note the cancel number or anything of notice about the trip. Passengers should be ready 15 minutes before a scheduled pick up time (see Arrivals and Departures under the Scheduling link). If special arrangements are needed for a pick up, let the dispatchers know and they will relay the information to the driver. The driver will only wait five minutes for a passenger to appear and then the vehicle will leave and the rider will receive a no show. Riders must be ready to go within five minutes when the vehicle arrives. If plans change, call the dispatcher as soon as possible. After a person No Shows, AnchorRIDES Customer Service does not cancel other segments of that trip that are scheduled for that day in accordance with ADA paratransit guidelines. If a rider gets a no show and has additional prescheduled trips later in the day, they must call dispatch to cancel or be charged with additional no-shows. NO SHOW APPEALS Public Transportation Department The AnchorRIDES Contract Administrator or designee will make a decision within five (5) business days. Step 1. The passenger appeals directly to the Public Transportation Department, Customer Service Division. This appeal must be received within ten (10) business days after penalty notification date. Step 2. If the passenger is not satisfied with the Public Transportation Department decision s/he may appeal to the Appeal Committee. The request for an appeal hearing must be received to the Public Transportation Department within ten (10) business days after the date of the initial Public Transportation Department appeal decision. An appeal hearing will be scheduled within 30 days. The appellant or representative(s), in person or in writing may present evidence or testimony at the hearing. The passenger will be notified in writing or accessible format within five business days of the Hearing Officer's decision and the effective dates of the penalty, if one is imposed. Passengers may continue to use AnchorRIDES service while an appeal is pending. Recording of no shows and cancellations will continue during the time period under appeal, and additional penalties may apply if violations continue. DEMAND TRIP CANCELLATIONS When a client or caregiver cancels a trip with more than 2 hours notice, the Customer Service Representative will give a cancellation number. The number is your confirmation of the cancellation and may be used to answer any questions about trips that might be inadvertently classified as no shows. SUBSCRIPTION TRIP CANCELLATIONS Three (3) months of having 6 or more cancellations in a calendar month of a specific subscription trip during one (1) calendar year will result in the loss of that subscription trip. The AnchorRIDES rider will need to call and schedule the trip as a demand trip each day the trip is needed. However, if a passenger cancels a trip due to circumstances beyond his or her control, the rider may appeal to the AnchorRIDES Contract Administrator or designee at 343-7433. |
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