Except for ADA Complementary Paratransit riders, all passengers who “no show” a trip will be automatically cancelled for all other scheduled trips for the day. It is the responsibility of the passenger to call at least one (1) hour ahead in advance of the scheduled return trip (or subsequent trip) if the passenger still needs a ride. If the passenger contact COLTS less than one hour before the schedule return trip (or subsequent trip), the passenger may be required to pay full fare. ADA passengers will be required to call in to cancel all trips; failure to do so will result in an additional “No Show.”
No Show Policy (October 2020)
To encourage responsible trip scheduling and use, the ADA allows public transit systems to establish and enforce a Late Cancellation and No-Show Policy. The No-Show and Cancellation policies and procedures for Colts Shared Ride were developed in accordance with the Federal Transit Administration (FTA) guidelines for ADA complementary paratransit service.
COLTS’ Shared Ride No Show Policy was introduced to ensure that when a customer books a ride with COLTS, they take the ride or cancel unneeded bookings with enough notice. The policy was designed to reduce the number of times COLTS vehicles arrive to pick up a customer at the scheduled time and the customer is not ready or available for their ride. This policy will cover, ADA, PwD, Lottery and clients.
When you call to book a trip with COLTS, we reserve a 30-minute scheduled block of time for you: this is the window of time in which the vehicle may arrive. For example, your pickup time may be 9:15 a.m., which means your pickup window is 9 a.m. to 9:30 a.m. The scheduled pickup time may be different from the original time you requested; please ensure you record the actual booked window.
Please note that COLTS is not obligated to provide a courtesy call to the client when the van arrives within the window given when the appointment is scheduled.
No Shows cost COLTS a significant amount of money. No-Shows also reduce the availability of service to other customers; when you don't let COLTS know that you don't need a trip, that trip is not available to anyone else.
Please ensure that you are ready at the start of your scheduled pickup window. If you do not need a previously-booked ride, please ensure you cancel more than 60 minutes before the start of your pickup window.