Scheduled Route Deviations – Cancellation and No Show Policy

Purpose

Scheduling route deviations is a service available to all customers to access locations one-tenth to three-quarters of a mile off of eligible fixed routes.  Early cancellations and the reduction of No Shows provide more service opportunities for all customers. If a customer schedules a route deviation and cannot make a scheduled trip, s/he should make every effort to cancel and must do so by calling GMTA’s administrative office as soon as possible, but no later than one (1) hour before the scheduled pick-up time. 

Policy

Route deviations should be scheduled at least 24 hours in advance and may be scheduled up to one month in advance.  Deviations are scheduled on a first-come, first-serve basis as each deviated route schedule permits.  Cancellations and No Shows that occur because of an emergency situation beyond the customer’s control will be considered “non-chargeable late cancellations” and “non-chargeable no shows,” provided the customer provides an explanation with a phone call and with documentation when requested.

If a customer fails to cancel a trip less than 1 hour before the scheduled pick up time, the customer will be charged with a late cancellation.

If a customer fails to board the vehicle upon arrival, as long as driver isn’t running more than 10 minutes late, the customer will be charged with a No Show.

Should a customer be a No Show for a scheduled trip, all subsequent trips for that day will be automatically canceled (to prevent additional No Shows) unless the customer requests, at least one hour before the next trip, that the trip be maintained.

Customers may incur penalties for repeated cancellations, cancellations called in less than one hour before the scheduled pick up, and No Shows.

The penalties for chargeable cancellations are as follows:

1. First cancellation – warning letter reminding customer of the importance of canceling early.

1. Two (2) chargeable cancellations in a 7 day period - One week suspension.

1. Four (4) chargeable cancellations in a 14 day period – Two week suspension.

1. More than six (6) chargeable cancellations in a 30 day period – One month suspension.

Chargeable No Shows

Scheduling a trip and then failing to use the service without properly canceling causes serious transportation and scheduling problems for GMTA’s administrative staff and all of our customers.  A chargeable no show violation will be added to your record when:

1. the vehicle arrives less than 10 minutes beyond the scheduled pick up time and you fail to board, or

1. you fail to cancel a scheduled trip, or

1. you choose not to ride the vehicle after it arrives on time at the scheduled pick-up location.

Penalties for Chargeable No Shows

After each occurrence of a No Show, the customer will receive a letter recording the No Show with a warning that if there are repeated occurrences his/her privilege to schedule route deviations will be temporarily suspended as follows:

1. Three (3) No Show occurrences in any 30 day period: One week suspension.

1. Six (6) No Show occurrences in any 90 day period: One month suspension.

1. More than six (6) no shows in a 90 period: Six month suspension.

Appeals

Before any GMTA customer is suspended from the service, the individual will have an opportunity to appeal. Appeals must be forwarded in writing to Executive Director–GMTA, 15 Industrial Parkway, Burlington, VT  05401 within 14 days of receipt of a notice of a notice of suspension. GMTA will respond to all appeals in writing within seven days of the receipt. If a customer chooses not to appeal, the suspension will become effective 30 days after the postmark of the official notification.