No-shows are recorded each time a customer makes a late cancellation, forgets to cancel, declines their on-time trip at the door, or is not available for pick-up for their scheduled trip.
Cancellations made less than 2 hours before scheduled window time are considered a no-show.
Excessive no-shows and/or late cancellations can result in a suspension of service. A customer that exceeds 15% of scheduled trips in a calendar month is subject to a service suspension. The following service suspension periods shall apply to violations of this Policy that occur within the same rolling 12-month period. Service suspensions will reset after 1 year.
GRTC will notify the customer after each no-show/late cancellation occurrence via IVR (Integrated Voice Response) automated voice message that includes information on next steps.
Customers are not responsible for no-shows/late cancellations if the vehicle arrived at the pick-up location late, or for a sudden personal or family emergency, sudden illness or extreme weather conditions. It is the customer’s responsibility to notify GRTC of no-shows/late cancellations beyond their control by calling 804-358-3871, ext.434.
If a customer exceeds the no-show threshold, they will receive a written letter of suspension detailing each late cancellation and/or no-show, the dates the service suspension begins and ends, and guidance on how to dispute or appeal. Customers will be provided thirty (30) days notice prior to the beginning of any service suspension. Specialized Transportation will continue to provide service throughout the appeal process for service suspensions. If the appeal is denied, a formal hearing by a committee comprised of the Elderly and Disabled Advisory Committee (EDAC) and other consumer agencies and/or riders can be requested.
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