ADA Comparable Paratransit Service Cancellation and No-Show Policy
To encourage responsible trip scheduling and Paratransit use, the Americans With Disabilities Act (ADA) provides that public transit systems establish and enforce a NO SHOW policy.
No-Shows, as well as late cancellations, result in wasted trips that could have been scheduled for use by other qualified Paratransit passengers. Mountain Line requires trip(s) to be cancelled before 4:30pm the business day prior to the scheduled trip(s).
A NO SHOW will be charged to your record if a trip is cancelled anytime after 4:30pm the business day before a scheduled trip. A NO SHOW may also be charged to a client’s record:
- If the driver has arrived and you cancel your ride.
- If you are not present after the driver has waited three (3) minutes.*
- If you arrive to take the ride as the driver is leaving.
A pattern or practice of NO SHOWS may result in a suspension of service privileges.
| NO SHOWS per 30 day period | Suspension of Service Privileges |
|---|---|
| Three (3) | Warning letter |
| Five (5) | 10 days |
| Six (6) or more | 30 days |
Mountain Line schedules pick-up and return trips separately and assumes all scheduled return trips are needed unless notice is given by the client or their representative. If your pick-up trip is a NO SHOW, Mountain Line will not automatically cancel your return trip for you. Trips cancelled for reasons that are beyond the passengers control will not be considered NO SHOWS. Examples would include but are not limited to: illness, accidents, family emergency and bus arrival more than 15 minutes past the scheduled pick up time. However, repeated failures (6 trips per month) to take scheduled trips, regardless of the reason, are subject for review by the Specialized Transportation Advisory Committee (STAC).
The STAC committee is comprised of representatives from local organizations who advocate and provide services to seniors and persons with disabilities. STAC serves as an advisory committee to the MUTD Board of Directors.
The client, or the clients personal representative, will be notified by phone and in writing of violations resulting in service privilege suspensions and their right to appeal. The client has 10 days to notify STAC of an appeal. Clients will be given 10 days notice in writing of any pending suspension of privileges. Upon request, suspension of service privileges may be postponed pending completion of the appeals process.
* An operator is required to wait a maximum of (3) three minutes after the scheduled pick-up or return time.
(Service Criteria for ADA Comparable Paratransit Service.)
