Revised January 2021

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No

Show

/Late Cancellation Policy

Definitions

ACCESS customers are responsible for calling in advance to cancel any rides not needed, and being

ready to leave when the driver arrives at the appointed time.

A

no show

occurs when a driver arrives

within

the prescribed time (not more than 10 minutes before

or 20 minutes past the scheduled pickup time) at the correct location, announces him/herself

properly, waits at least five minutes for any passenger who cannot be located but the customer has

not called to cancel the trip and does not go.

Failing to cancel a trip at least 15 minutes before the scheduled time is also considered a no show.

A

late cancellation

is a trip which is cancelled between 15-59 minutes before the scheduled time.

Trips should be cancelled at least an hour before the scheduled time, whenever possible.

If the vehicle arrives late and you decide not to take the trip, it is

not

considered a no show if you

choose not to take the ACCESS ride and you do not call to cancel. The driver will arrive anyway since

it is assumed you still wish to go if you have not called to cancel. Even though it is

not

considered a

no show, you can help save resources by calling to cancel your trip if the vehicle is late and you

decide not to take the ride.

Policy

When you have accumulated 3 no shows or the equivalent combination of no shows and late

cancellations within one month, you will receive a warning letter from the ACCESS program as soon

as possible, but within 30 days.

If you believe the information in the warning letter is incorrect, the

letter explains how to let ACCESS program staff know that you believe there has been an error.

If

there were special circumstances or events beyond a customer’s control that caused the individual to

miss the trip, the no show is not counted. If you are not provided notification of the no show within 30

days of the date you have accumulated 3 no shows or the equivalent, the no shows will not be

counted.

Following each additional no show further progressive action culminating in the suspension of service

will occur as listed in the following no show and suspension charts.

Centre City Tower

650 Smithfield Street

Suite 440

Pittsburgh, PA 15222

Questions? Call

(412) 562-5353 or TTY 711

Office hours are Monday

–

Friday 8 a.m.

–

4:30 p.m.

Find ACCESS information

online at