Practices in No-Show and Late Cancellation Policies for ADA Paratransit (2005) / Chapter Skim
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Pages 10-23
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. To better understand how transit agencies operate their ADA paratransit systems, the survey asked the respondents to identify whether they provide ADA paratransit only, a combination of ADA paratransit and other paratransit services using the same vehicles for both, or a combination of ADA paratransit and other paratransit services using different vehicles for each.
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FIGURE 1 Paratransit services provided. FIGURE 2 ADA paratransit level of driver assistance.
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Making Trip Requests and Scheduling Trips Respondents were asked to indicate the maximum number of days in advance that trip requests can be made. When adopted, the ADA regulations required transit agencies to accept reservations at least 14 days and up to 1 day in advance of the trip.
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that they accept trip requests one or more days in advance and then trips are batch scheduled. One transit agency (0.8%)
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have designated pick-up locations without paratransit stop signs and 20 (15.2%) have designated pick-up locations with paratransit stop signs.
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What is important is to understand how a given system uses particular terms. To better understand how passenger no-shows and cancellations are defined and handled by transit agencies, the survey asked respondents to define the following terms: (1)
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vehicle heading to pick up client." Late Cancellation The survey asked transit agencies to indicate how they define a "late cancellation." The responses varied considerably. The most common definition of a late cancellation was "a trip that is canceled less than 1 hour before a scheduled trip" (cited by 24.4% of the 127 respondents)
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Some respondents described definitions that did not fit readily into the categories show in Table 1. For example, one system uses a percentage-based system in which an agency defines excessive late cancellations as late canceling of 25% of the scheduled trips in 30 days.
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. In follow-up questions, the survey asked respondents to describe their suspension and/or fine procedures for noshows and late cancellations.
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Policy Development Respondents were asked to review which activities were undertaken during development of their no-show and late cancellation policies. ADA regulations require that the development of no-show policies include public input.
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. Personnel Practices Related to No-Shows and Late Cancellations In this section, respondents were asked to describe the processes used by drivers, dispatchers, service monitors, and other personnel in the event of an apparent customer no-show, with most of the responses centering on drivers and dispatchers.
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." Contract Operators Systems that use contract operators also were asked whether contractors were reimbursed for passenger no-shows. Of the 71 transit agencies answering this question, 63.4% reported that they do pay their contract operators for passenger no-shows.
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No-Show and Late Cancellation Outcomes Recording Late Trips and No-Shows Respondents were asked whether a passenger would ever be considered a no-show if a driver arrived after the end of the pick-up window and the passenger could not be located. More than half of 132 respondents (54.2%)
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The survey results provided insight into how ADA paratransit personnel and contractors are used to monitor and manage no-shows. Certain operating policies also were identified that might help to improve service efficiency and effectiveness, such as designating paratransit pick-up locations at large activity centers with multiple entrances (e.g., a hospital complex or mall)
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