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30 HIGHLIGHT 6: PASSENGER INFORMATION The no-show policies included a variety of examples of passenger information including rider brochures, newslet- ters, passenger bulletins, and sample letters. The survey revealed that 79.8% (99 of 124) of the survey respondents pro- vide information about their no-show/late cancellation policies in passenger brochures. Information about no-show policies was provided during the eligibility determination process by 50 (40.3%) of the respondents, 39 (31.5%) describe the policy on their Internet website, and 35 (28.2%) noted that they used passenger bulletins. Some systems also provide recorded information about their no-show policies during those times when customers are placed on hold; others include the pol- icy with letters to customers advising them that they were a no-show or late cancellation. During interviews, most paratransit managers stated that they were moving toward a system of contacting passengers after every no-show either by telephone or card or letter, to advise them a no-show had been recorded and to educate them about the policy. The RTC in Las Vegas, Whatcom, Spokane Transit, King County, NFTA, and the Regional Transpor- tation Program in Portland, Maine, all contact passengers each day in the event of an apparent no-show. All stated that the primary purpose of the initial contact is to educate customers, especially new customers, so that they under- stand the problems associated with a passenger no-show. Several transit agencies, including Sun Metro/LIFT in El Paso and the Central Florida Regional Transportation Author- ity (LYNX) in Orlando, reported that paratransit drivers leave a note or door hanger at the passenger's residence if on arrival the individual is an apparent no-show. Examples of two door hangers are shown in Figures 18 and 19. Both use bright orange paper for maximum visibility, and the Sun Metro/ LIFT door hanger includes additional information about the no- show policy on the inside in both English and Spanish. Another element that needs to be clearly documented is the appeals procedure. The UTA in Salt Lake City has docu- mented a step-by-step appeals process for passengers to fol- FIGURE 19 ACCESS LYNX door hanger for no-shows. low, which is provided with letters of suspension. The appeals process is included here. This must be done within 7 calendar days after the date of the Letter UTAH TRANSIT AUTHORITY of Suspension. ADA PARATRANSIT APPEALS PROCESS STEP #2 (For Riders Who Choose to Appeal a Suspension) If you disagree with the decision made in Step #1, your appeal is sent for an automatic second review. This review will be made by the Riverside Division Manager. You will be notified in writing of the Divi- STEPS MUST BE FOLLOWED IN ORDER LISTED BELOW OR sion Manager's decision. YOU WILL LOSE THE OPPORTUNITY TO APPEAL THE SUS- PENSION. STEP #3 STEP #1 If you disagree with the decision made in Step #2, you may appeal To appeal your service suspension, you must make either a verbal or that decision. To make your appeal, you must send a WRITTEN written appeal of suspension to the Customer Support Administrator. request to UTA's ADA Compliance Officer. Your written request for