9 8 Will-Call Returns If you are traveling to an appointment with a non-predictable ending time, you may choose to call for your return trip when you are ready to leave. Make the call yourself to your service provider: • Go directly to the entrance specified to wait for the vehicle. • You must return from the same place you were dropped off unless the pick-up location is very close by (e.g., a different entrance at a hospital, a different shop in a strip mall, etc.). Please communicate the new location to the call taker. • If you choose to call for a return trip, you should expect to wait anywhere from 5–45 minutes. • Will-call returns are not permitted on weekends, on a holiday, or after 5 p.m., even for medical appointments. You must schedule your return trip during these times. No-shows A no-show happens when the driver arrives on-time at the correct location, announces their arrival properly, but the rider has not canceled the trip and does not go. • Trips you do not wish to take should be canceled at least one hour before the scheduled pick-up time. • Failing to cancel a trip at least 15 minutes before the scheduled time is considered a no-show. • If the vehicle is late and you decide to leave before it comes, your cooperation in calling to cancel the ride before leaving is appreciated. • Riders with excessive no-shows will receive a letter of explanation within 30 days. If your first trip of the day is a no-show, all your other trips for the day will be automatically canceled, unless you call your service provider. Cancellations at the door and no-shows are a serious violation of ACCESS program policy, a waste of valuable resources, and may result in suspension of ACCESS service. Cancellations and Reservation Changes You may not change your destination or time once you have boarded the vehicle. Drivers are not permitted to accept information regarding cancellations or changes. If you wish to make a change, call your service provider. If you need to cancel a trip, you can: 1. Call your service provider. 2. Cancel online at myaccessride.com. - Click “My Rides” in the upper right-hand corner of the screen. - Login by entering your Username, and, if you are a first time user, your PIN. You will be prompted to set up a password. You will use this password to login in the future. - Click “View Scheduled Trips.” - Select the trip you would like to view. - Click “Cancel Trip.” You will be prompted to enter your PIN (4-digit number) to confirm the cancellation. You can cancel your trip online as long as you are canceling at least one hour before your scheduled pick-up time. If you need to cancel your trip within one hour of your scheduled pick-up time, you must call your service provider to avoid a no-show. Guaranteed Ride Home The ACCESS program has a guaranteed ride home policy. If ACCESS service takes a rider to a destination, the rider will not be left without a ride home. The return trip will be provided as promptly as possible.