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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2005. Practices in No-Show and Late Cancellation Policies for ADA Paratransit. Washington, DC: The National Academies Press. doi: 10.17226/13856.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2005. Practices in No-Show and Late Cancellation Policies for ADA Paratransit. Washington, DC: The National Academies Press. doi: 10.17226/13856.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2005. Practices in No-Show and Late Cancellation Policies for ADA Paratransit. Washington, DC: The National Academies Press. doi: 10.17226/13856.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2005. Practices in No-Show and Late Cancellation Policies for ADA Paratransit. Washington, DC: The National Academies Press. doi: 10.17226/13856.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2005. Practices in No-Show and Late Cancellation Policies for ADA Paratransit. Washington, DC: The National Academies Press. doi: 10.17226/13856.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2005. Practices in No-Show and Late Cancellation Policies for ADA Paratransit. Washington, DC: The National Academies Press. doi: 10.17226/13856.
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TRANSPORTATION RESEARCH BOARD WASHINGTON, D.C. 2005 www.TRB.org T R A N S I T C O O P E R A T I V E R E S E A R C H P R O G R A M TCRP SYNTHESIS 60 Research Sponsored by the Federal Transit Administration in Cooperation with the Transit Development Corporation SUBJECT AREAS Public Transit Practices in No-Show and Late Cancellation Policies for ADA Paratransit A Synthesis of Transit Practice CONSULTANT ROSEMARY G. MATHIAS TranSystems Corporation Norwich, Vermont TOPIC PANEL ALEX CISNEROS, New Jersey Transit MARILYN GOLDEN, Disability Rights Education and Defense Fund JAY A. GOODWILL, University of South Florida JAMES LAUGHLIN, Metropolitan Transit Authority of Harris County (TX) JAMES F. McLAUGHLIN, Urbitran Associates TOBY OLSON, Washington State Governor’s Committee on Disability Issues and Employment ROBERT RIZZO, Massachusetts Bay Transportation Authority PETER SHAW, Transportation Research Board ANTONIO STEVENS, Washington Metropolitan Area Transit Authority NANCY ODY, Federal Transit Administration (Liaison)

T R A N S I T C O O P E R A T I V E R E S E A R C H P R O G R A M The nation’s growth and the need to meet mobility, environ- mental, and energy objectives place demands on public transit systems. Current systems, some of which are old and in need of upgrading, must expand service area, increase service frequency, and improve efficiency to serve these demands. Research is nec- essary to solve operating problems, to adapt appropriate new technologies from other industries, and to introduce innovations into the transit industry. The Transit Cooperative Research Pro- gram (TCRP) serves as one of the principal means by which the transit industry can develop innovative near-term solutions to meet demands placed on it. The need for TCRP was originally identified in TRB Special Report 213—Research for Public Transit: New Directions, pub- lished in 1987 and based on a study sponsored by the Federal Transit Administration (FTA). A report by the American Public Transportation Association (APTA), Transportation 2000, also recognized the need for local, problem-solving research. TCRP, modeled after the longstanding and successful National Coopera- tive Highway Research Program, undertakes research and other technical activities in response to the needs of transit service provid- ers. The scope of TCRP includes a variety of transit research fields including planning, service configuration, equipment, fa- cilities, operations, human resources, maintenance, policy, and ad- ministrative practices. TCRP was established under FTA sponsorship in July 1992. Proposed by the U.S. Department of Transportation, TCRP was authorized as part of the Intermodal Surface Transportation Effi- ciency Act of 1991 (ISTEA). On May 13, 1992, a memorandum agreement outlining TCRP operating procedures was executed by the three cooperating organizations: FTA, the National Academy of Sciences, acting through the Transportation Research Board (TRB); and the Transit Development Corporation, Inc. (TDC), a nonprofit educational and research organization established by APTA. TDC is responsible for forming the independent govern- ing board, designated as the TCRP Oversight and Project Selec- tion (TOPS) Committee. Research problem statements for TCRP are solicited periodi- cally but may be submitted to TRB by anyone at any time. It is the responsibility of the TOPS Committee to formulate the re- search program by identifying the highest priority projects. As part of the evaluation, the TOPS Committee defines funding levels and expected products. Once selected, each project is assigned to an expert panel, ap- pointed by TRB. The panels prepare project statements (requests for proposals), select contractors, and provide technical guidance and counsel throughout the life of the project. The process for developing research problem statements and selecting research agencies has been used by TRB in managing cooperative re- search programs since 1962. As in other TRB activities, TCRP project panels serve voluntarily without compensation. Because research cannot have the desired impact if products fail to reach the intended audience, special emphasis is placed on disseminating TCRP results to the intended end users of the re- search: transit agencies, service providers, and suppliers. TRB provides a series of research reports, syntheses of transit practice, and other supporting material developed by TCRP research. APTA will arrange for workshops, training aids, field visits, and other activities to ensure that results are implemented by urban and rural transit industry practitioners. The TCRP provides a forum where transit agencies can coop- eratively address common operational problems. The TCRP results support and complement other ongoing transit research and train- ing programs. TCRP SYNTHESIS 60 Project J-7, Topic SB-11 ISSN 1073-4880 ISBN 0-309-09751-7 Library of Congress Control Number 2005926686 © 2005 Transportation Research Board Price $16.00 NOTICE The project that is the subject of this report was a part of the Transit Cooperative Research Program conducted by the Transportation Re- search Board with the approval of the Governing Board of the Na- tional Research Council. Such approval reflects the Governing Board’s judgment that the project concerned is appropriate with re- spect to both the purposes and resources of the National Research Council. The members of the technical advisory panel selected to monitor this project and to review this report were chosen for recognized scholarly competence and with due consideration for the balance of disciplines appropriate to the project. The opinions and conclusions expressed or implied are those of the research agency that performed the research, and while they have been accepted as appropriate by the technical panel, they are not necessarily those of the Transporta- tion Research Board, the Transit Development Corporation, the Na- tional Research Council, or the Federal Transit Administration of the U.S. Department of Transportation. Each report is reviewed and accepted for publication by the tech- nical panel according to procedures established and monitored by the Transportation Research Board Executive Committee and the Governing Board of the National Research Council. Published reports of the TRANSIT COOPERATIVE RESEARCH PROGRAM are available from: Transportation Research Board Business Office 500 Fifth Street, NW Washington, DC 20001 and can be ordered through the Internet at http://www.national-academies.org/trb/bookstore Printed in the United States of America Special Notice The Transportation Research Board of The National Academies, the Transit Development Corporation, the National Research Coun- cil, and the Federal Transit Administration (sponsor of the Transit Cooperative Research Program) do not endorse products or manu- facturers. Trade or manufacturers’ names appear herein solely be- cause they are considered essential to the clarity and complete- ness of the project reporting.

The National Academy of Sciences is a private, nonprofit, self-perpetuating society of distinguished schol- ars engaged in scientific and engineering research, dedicated to the furtherance of science and technology and to their use for the general welfare. On the authority of the charter granted to it by the Congress in 1863, the Academy has a mandate that requires it to advise the federal government on scientific and techni- cal matters. Dr. Ralph J. Cicerone is president of the National Academy of Sciences. The National Academy of Engineering was established in 1964, under the charter of the National Acad- emy of Sciences, as a parallel organization of outstanding engineers. It is autonomous in its administration and in the selection of its members, sharing with the National Academy of Sciences the responsibility for advising the federal government. The National Academy of Engineering also sponsors engineering programs aimed at meeting national needs, encourages education and research, and recognizes the superior achieve- ments of engineers. Dr. William A. Wulf is president of the National Academy of Engineering. The Institute of Medicine was established in 1970 by the National Academy of Sciences to secure the services of eminent members of appropriate professions in the examination of policy matters pertaining to the health of the public. The Institute acts under the responsibility given to the National Academy of Sciences by its congressional charter to be an adviser to the federal government and, on its own initiative, to identify issues of medical care, research, and education. Dr. Harvey V. Fineberg is president of the Institute of Medicine. The National Research Council was organized by the National Academy of Sciences in 1916 to associate the broad community of science and technology with the Academy’s purposes of furthering knowledge and advising the federal government. Functioning in accordance with general policies determined by the Acad- emy, the Council has become the principal operating agency of both the National Academy of Sciences and the National Academy of Engineering in providing services to the government, the public, and the scientific and engineering communities. The Council is administered jointly by both the Academies and the Institute of Medicine. Dr. Ralph J. Cicerone and Dr. William A. Wulf are chair and vice chair, respectively, of the National Research Council. The Transportation Research Board is a division of the National Research Council, which serves the National Academy of Sciences and the National Academy of Engineering. The Board’s mission is to promote innovation and progress in transportation through research. In an objective and interdisciplinary setting, the Board facilitates the sharing of information on transportation practice and policy by researchers and practitioners; stimulates research and offers research management services that promote technical excellence; provides expert advice on transportation policy and programs; and disseminates research results broadly and encourages their implementation. The Board’s varied activities annually engage more than 5,000 engineers, scientists, and other transportation researchers and practitioners from the public and private sectors and academia, all of whom contribute their expertise in the public interest. The program is supported by state transportation departments, federal agencies including the component administrations of the U.S. Department of Transportation, and other organizations and individuals interested in the development of transportation. www.TRB.org www.national-academies.org The National Academy of Sciences is a private, nonprofit, self-perpetuating society of distinguished schol- ars engaged in scientific and engineering research, dedicated to the furtherance of science and technology and to their use for the general welfare. On the authority of the charter granted to it by the Congress in 1863, the Academy has a mandate that requires it to advise the federal government on scientific and techni- cal matters. Dr. Ralph J. Cicerone is president of the National Academy of Sciences. The National Academy of Engineering was established in 1964, under the charter of the National Acad- emy of Sciences, as a parallel organization of outstanding engineers. It is autonomous in its administration and in the selection of its members, sharing with the National Academy of Sciences the responsibility for advising the federal government. The National Academy of Engineering also sponsors engineering programs aimed at meeting national needs, encourages education and research, and recognizes the superior achieve- ments of engineers. Dr. William A. Wulf is president of the National Academy of Engineering. The Institute of Medicine was established in 1970 by the National Academy of Sciences to secure the services of eminent members of appropriate professions in the examination of policy matters pertaining to the health of the public. The Institute acts under the responsibility given to the National Academy of Sciences by its congressional charter to be an adviser to the federal government and, on its own initiative, to identify issues of medical care, research, and education. Dr. Harvey V. Fineberg is president of the Institute of Medicine. The National Research Council was organized by the National Academy of Sciences in 1916 to associate the broad community of science and technology with the Academy’s purposes of furthering knowledge and advising the federal government. Functioning in accordance with general policies determined by the Acad- emy, the Council has become the principal operating agency of both the National Academy of Sciences and the National Academy of Engineering in providing services to the government, the public, and the scientific and engineering communities. The Council is administered jointly by both the Academies and the Institute of Medicine. Dr. Ralph J. Cicerone and Dr. William A. Wulf are chair and vice chair, respectively, of the National Research Council. The Transportation Research Board is a division of the National Research Council, which serves the National Academy of Sciences and the National Academy of Engineering. The Board’s mission is to promote innovation and progress in transportation through research. In an objective and interdisciplinary setting, the Board facilitates the sharing of information on transportation practice and policy by researchers and practitioners; stimulates research and offers research management services that promote technical excellence; provides expert advice on transportation policy and programs; and disseminates research results broadly and encourages their implementation. The Board’s varied activities annually engage more than 5,000 engineers, scientists, and other transportation researchers and practitioners from the public and private sectors and academia, all of whom contribute their expertise in the public interest. The program is supported by state transportation departments, federal agencies including the component administrations of the U.S. Department of Transportation, and other organizations and individuals interested in the development of transportation. www.TRB.org www.national-academies.org

TCRP COMMITTEE FOR PROJECT J-7 CHAIR FRANK T. MARTIN PBS&J, Tallahassee, FL MEMBERS DEBRA W. ALEXANDER Capital Area Transportation Authority, Lansing, MI DWIGHT FERRELL The Ferrell Group, Richardson, TX MARK W. FURHMANN Metro Transit, Minneapolis, MN ROBERT H. IRWIN British Columbia Transit, Victoria, BC, Canada PAUL J. LARROUSSE National Transit Institute, New Brunswick, NJ WADE LAWSON South Jersey Transportation Authority, Atlantic City, NJ DAVID A. LEE Connecticut Transit, Hartford, CT DAVID PHELPS Consultant, Moneta, VA HAYWARD M. SEYMORE, III Laidlaw Transit services, Inc., University Place, WA PAM WARD Ottumwa Transit Authority, Ottumwa, IA JOEL R. WASHINGTON Washington Metropolitan Area Transit Authority, Washington, DC FTA LIAISON KAREN FACEN Federal Highway Administration TRB LIAISON PETER SHAW Transportation Research Board COOPERATIVE RESEARCH PROGRAM STAFF ROBERT J. REILLY, Director, Cooperative Research Programs CHRISTOPHER W. JENKS, Manager, TCRP EILEEN P. DELANEY, Director of Publications TCRP SYNTHESIS STAFF STEPHEN R. GODWIN, Director for Studies and Information Services JON WILLIAMS, Manager, Synthesis Studies DONNA L. VLASAK, Senior Program Officer DON TIPPMAN, Editor CHERYL KEITH, Senior Secretary

Transit administrators, engineers, and researchers often face problems for which in- formation already exists, either in documented form or as undocumented experience and practice. This information may be fragmented, scattered, and unevaluated. As a conse- quence, full knowledge of what has been learned about a problem may not be brought to bear on its solution. Costly research findings may go unused, valuable experience may be overlooked, and due consideration may not be given to recommended practices for solv- ing or alleviating the problem. There is information on nearly every subject of concern to the transit industry. Much of it derives from research or from the work of practitioners faced with problems in their day-to-day work. To provide a systematic means for assembling and evaluating such use- ful information and to make it available to the entire transit community, the Transit Co- operative Research Program Oversight and Project Selection (TOPS) Committee author- ized the Transportation Research Board to undertake a continuing study. This study, TCRP Project J-7, “Synthesis of Information Related to Transit Problems,” searches out and synthesizes useful knowledge from all available sources and prepares concise, documented reports on specific topics. Reports from this endeavor constitute a TCRP re- port series, Synthesis of Transit Practice. This synthesis series reports on current knowledge and practice, in a compact format, without the detailed directions usually found in handbooks or design manuals. Each re- port in the series provides a compendium of the best knowledge available on those meas- ures found to be the most successful in resolving specific problems. FOREWORD By Staff Transportation Research Board This synthesis documents current and innovative practices of U.S. transit agencies in the development and implementation of passenger no-show and late cancellation policies for paratransit programs operated under the regulatory requirements of the Americans with Disabilities Act of 1990 (ADA). It describes how some policies are administered, the com- munity response, and their effectiveness in small, medium, and large transit agencies sur- veyed. It examines policies both as a way to improve system productivity, efficiency, and capacity, and as a means to better serve riders with disabilities who may experience diffi- culties with the advance reservation aspect of most ADA complementary paratransit oper- ations. This topic is of interest to transit agencies that are responsible for providing ADA complementary paratransit that is efficient, cost-effective, and responsive to customer needs. It is also of interest to the disability community and other stakeholders who are con- cerned about having access to transportation services that are efficient, cost-effective, and appropriate for customer needs. A detailed on-line survey was conducted to gather information from U.S. transit agen- cies that are responsible for providing ADA paratransit services. Based on survey results, topical case studies were developed to highlight specific policies and practices. These were combined with a comprehensive overview of ADA regulatory requirements, supplemented by a review of published FTA findings in some recent compliance reviews, to offer useful information. A panel of experts in the subject area guided the work of organizing and evaluating the collected data and reviewed the final synthesis report. A consultant was engaged to collect and synthesize the information and to write the report. Both the consultant and members of the oversight panel are acknowledged on the title page. This synthesis is an immediately useful document that records the practices that were acceptable within the limitations of the knowledge available at the time of its preparation. As progress in re- search and practice continues, new knowledge will be added to that now at hand. PREFACE

CONTENTS 1 SUMMARY 3 CHAPTER ONE INTRODUCTION Background and Objectives, 3 Scope and Methods, 3 Report Organization, 3 4 CHAPTER TWO CURRENT STATUS OF FEDERAL REGULATIONS Federal Regulations, 4 Recent Federal Transit Administration Guidance and Interpretations, 5 Other Resources, 8 Summary, 9 10 CHAPTER THREE SURVEY OF TRANSIT AGENCIES Characteristics of Survey Respondents, 10 Overview of Survey Results, 10 Summary, 23 24 CHAPTER FOUR REVIEW OF NO-SHOW AND LATE CANCELLATION POLICIES No-Show and Late Cancellation Policy Overview, 24 Highlight 1: Passenger Incentives, 24 Highlight 2: Alternative Approaches, 25 Highlight 3: Technology as a Tool, 26 Highlight 4: Documentation and Record Keeping, 28 Highlight 5: Beyond the Rider’s Control, 28 Highlight 6: Passenger Information, 30 Summary, 31 32 CHAPTER FIVE FEATURES TO CONSIDER WHEN DEVELOPING NO-SHOW AND LATE CANCELLATION POLICIES Policy Development, 32 Policy Content, 33 Policy Implementation, 33 Summary, 34 35 CHAPTER SIX CONCLUSIONS 39 REFERENCES 40 GLOSSARY 42 APPENDIX A SURVEY QUESTIONNAIRE 48 APPENDIX B TRANSIT AGENCIES RESPONDING TO SURVEY

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TRB’s Transit Cooperative Research Program (TCRP) Synthesis 60: Practices in No-Show and Late Cancellation Policies for ADA Paratransit examines current and innovative practices of U.S. transit agencies in the development and implementation of passenger no-show and late cancellation policies for paratransit programs operated under the regulatory requirements of the Americans with Disabilities Act of 1990 (ADA). The report reviews the administration, community response, and effectiveness of policies in small, medium, and large transit agencies. The report addresses policies as a way to improve system productivity, efficiency, and capacity, and as a means to better service riders with disabilities who may experience difficulties with the advance reservation aspect of most ADA complementary paratransit operations.

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