No Show Policy

In accordance with the Federal Transit Administration (FTA) guidelines for ADA complementary paratransit service, PAT, has developed a no-show policy to encourage responsible trip scheduling and use by its customers. The policy is necessary to reduce the negative impact no-shows have on the service provided to other customers.

A no-show occurs when you cancel a scheduled trip at the door or when you do not cancel your trip at least 60 minutes before your pick-up.

For example, if your pick-up window time is 9:30 a.m. to 10:00 a.m. and you call after 8:30 a.m., the cancellation will result in a no-show. If you are not ready to ride within five minutes of the arrival of your bus within the 30-minute pickup window you will receive a no-show.

If a rider shows a pattern or practice of “no shows” he or she will be recommended for suspension.  No-shows are reviewed each quarter.  PAT tracks no-shows for these time periods: January–March, April–June, July–September and October–December.  After each quarter the record is cleared.   If a customer has 4 more or no-shows within a quarter, Riders will be issued a letter from PAT stating the days and the time in which the no shows occurred.  PAT will review the percentage of cancelation within each quarter.  For example, if between January and March a rider has scheduled 16 trips and missed 8 he has canceled 50% of his trips.  If the percentage of no-shows is 50% or greater, a one-week suspension will be scheduled to begin no earlier than 30 days later. All suspensions will be limited to one week. 

No-shows for reasons that are beyond the customer’s control will not be counted. Examples of excused no-shows include but are not limited to:

           • Illness and/or hospitalization;
           • Family or other emergencies;
           • PAT staff error;
           • Inclement weather such as ice and snow.

The No-show policy also available at the Para-Transit Office and here.