Paratransit requires policies to reduce no-shows and late cancellations
People with disabilities who can't use public transit can make an appointment to ride on special paratransit buses. Certain policies are put into place to avoid no-shows when appointments are made.
Identification
Many paratransit companies define a no-show as an inability to find a passenger at the specified pick-up location or a passenger refusal of the trip. Some use the term "late cancellation" for bookings canceled less than one hour before the trip.
Passenger Incentives
Some transit companies call the passenger after the first no-show and try to educate the person about their paratransit no-show policy. The passenger is then given penalty points ranging one to five based on the amount of notice given and the circumstances. Exceptions include situations out of the person's control such as illness.
Letters and Notices
Some paratransit companies send letters explaining the points to the passenger. If the transit company records numerous no-shows, it may issue suspension notices that are sent to the passenger, who can appeal a suspension if they wish.
Interactive Voice Response (IVR)
Several transit companies use IVR technology, a system where customers can use the keypad of their touch tone phone to connect with the company database and cancel a trip, double-check pickup times or book trips.
Tags: paratransit companies, transit companies