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OCR for page 23
23
"We ask that you take every step possible to ensure that an · With a no-show, no. With a late cancel, sometimes
assumed `no-show' is in fact an actual `no-show' before can- there is enough time available to insert a ride if there is
celing the return trip." a compatible same-day ride request.
· The system is "batched" several times before the actual
day of service so late cancellations at least can be
addressed in the scheduling process. No-shows on the
Using Slack Time Created by No-Shows
day of service are simply lost time to the system.
and Late Cancellations
Transit agencies were asked whether they were able to reas- Based on the comments, it appears that systems with more
sign the slack time created by passenger no-shows or late can- flexible scheduling and dispatching practices are more able
cellations. Of the 128 agencies responding to this question, and willing to use the slack time that may be opened up by
13.3% said "yes," they could use the time and 11.7% said late cancellations and sometimes no-shows.
"no," they could not make use of the opening in the schedule.
Another 75.0% indicated that they sometimes are able to make
use of the time. When asked how the time was used, responses SUMMARY
could be divided into the following categories:
The survey respondents represent a broad cross section of
transit agencies from very small to very large. The survey
· Dispatchers reassign trips or allow drivers to catch up results provide information about how ADA complementary
on schedule (55%). paratransit systems are managed and operated. The survey
· Use time for will calls, same-day service, or to clear results provided insight into how ADA paratransit personnel
wait list/unscheduled trips (29%). and contractors are used to monitor and manage no-shows.
· Breaks, reassign from taxi, assist other services in sys- Certain operating policies also were identified that might help
tem (11%). to improve service efficiency and effectiveness, such as des-
· Use late cancellation time but not no-show time to reas- ignating paratransit pick-up locations at large activity centers
sign trips (5%). with multiple entrances (e.g., a hospital complex or mall). The
responses also suggested that some systems are able (with
assistance from some technological tools) to rearrange trips in
Some of the comments on the use of slack time are listed real time and in response to late cancellations (in advance of
here: the pick-up time), as well as with some no-shows.
The survey also provided insight about how ADA com-
· We use MDCs that enable immediate communication
plementary paratransit no-show and late cancellation policies
of trip changes as well as trip-by-trip updating of driver
have been developed and implemented around the country.
manifests, yielding improved scheduling decisions.
It has been suggested that some of the policies do not appear
· We allow same-day calls on a space available basis, so
to be fully consistent with the ADA regulations or with recent
if a passenger happens to call after a late cancellation
FTA interpretations of the regulations, as described in chap-
and they are in the same area of town, we will pick them ter two. For example, some no-show policies appear to trig-
up soon rather than having them wait 1 to 2 h. ger suspensions after a relatively small number of passenger
· Some of our contractors perform a second batch rout- no-shows (e.g., three in 30 days). As reflected in the regula-
ing each day at approximately 11 a.m., because most tions and in recent ADA compliance reviews, such no-show
no-shows and cancellations occur during the morning policies do not demonstrate a pattern or practice of no-shows
hours. In some cases, they can fill in these empty spots and are, therefore, unacceptable. The survey also revealed
with the limited same day service that we offer. that some of the respondents mentioned that they automati-
· We use private contract companies to handle our over- cally canceled any trips remaining on the schedule after a
flow to avoid denying any rides. In cases of no-shows passenger is declared a no-show. As described in chapter
or cancellations, we pull rides from the contractors (if two, FTA has indicated that automatically canceling a return
any) to fill the openings. In addition, our paratransit trip is not acceptable and that agencies must "take every step
runs have variable on/off times, so we could pull rides possible to ensure that an assumed `no-show' is in fact an
from the end of one run to fill openings on other runs. actual `no-show' before canceling the return trip."
