Ft. Pierce Office
Ft. Pierce Office

No-Show Policy

Community Transit understands that riders may sometimes miss scheduled rides or forget to cancel rides they no longer need. We also understand that riders may sometimes miss scheduled trips or be unable to cancel trips in a timely manner for reasons that are beyond their control. However, repeatedly missing scheduled trips, a demonstrated pattern of missing trips or failing to cancel trips in a timely manner can lead to suspension of service.

No-Shows

A no-show occurs when a rider fails to appear to board the vehicle for a scheduled trip. This presumes the vehicle arrives at the scheduled pickup location within the pickup window and the driver waits at least 5 minutes.

Pickup Window

The pickup window is defined as 15 minutes before the scheduled pickup time to 15 minutes after the scheduled pickup time. Riders must be ready to board a vehicle that arrives within the pickup window. The driver will wait for a maximum of 5 minutes within the pickup window for the rider to appear.

Late Cancellation

If you know that you will not need a scheduled trip, please cancel it as early as possible to make sure scheduling is available for other passengers. A late cancellation is defined as either a cancellation made less than 1 hour before the scheduled pickup time, or a cancellation made at the door, or refusal to board a vehicle that has arrived within the pickup window. A late cancellation will be considered a no-show.

Circumstances Beyond the Rider’s Control

No-shows or late cancellations are not counted when there are situations beyond the rider’s control that prevent the rider from notifying us that the trip cannot be taken, such as:

  • Medical emergency/hospitalization;
  • Family emergency;
  • Sudden illness or change in condition; or
  • Appointment that runs unexpectedly late without sufficient notice

No-shows or late cancellations are not counted when the missed trip is due to our error, such as:

  • Drivers arriving and departing before the pickup window begins
  • Drivers arriving late (after the end of the pickup window)
  • Drivers arriving within the pickup window, but departing without waiting the required 5 minutes.

Subsequent Trips Following No-Shows or Late Cancellations

When a rider has a no-show or late cancellation for a trip, all subsequent trips on that day will remain in the schedule, it is the passenger responsibility to cancel any remaining trips that will not be taken during that day. If the passenger still a no show for the remaining trips that day only one no show for the day will be issued.  

No-Show Policy

No-show/late cancellations represent 10 percent (10%) or more of a passenger scheduled trips and the rider has four (4) or more no-shows in a calendar month, this will result in a violation.

Penalties

  • 1st violation – Passenger will receive communication by phone alerting them of the no-show/late cancellation.
  • 2nd second violation– passenger will receive a phone call and a warning letter via regular mail.
  • 3rd violation- final warning, communicated by email, by phone and by certified letter.
  • 4th violation- 7 day suspension communicated by certified mail.
  • 5th violation – 25 days suspension communicated by certified mail.

 

Habitual no-shows will be addressed in accordance with the policy

No-Show Notifications

Passengers will be notified of every no-show; passengers will receive written notification starting with the second no-show.

Passengers who wish to appeal an ADA no show event at any point during the steps, any suspension, or that have concerns about a No-Show are encouraged to contact:

Community Transit

Attn: June Dunn – Road Operations Director
1505 Orange Avenue Fort Pierce, Florida 34950

(772) 464-7433 Ext 229
Ctransit@coasl.com

Every appeal request shall be reviewed within 2 weeks and a written response shall be rendered by regular mail.

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