Trip Cancellations and No-Shows
Fairfield and Suisun Transit/DART (DART) understands that because DART requires trips to be scheduled in advance, riders may sometimes miss scheduled rides or forget to cancel rides they no longer need. DART also understands that riders may sometimes miss scheduled trips or be unable to cancel trips in a timely manner for reasons that are beyond their control. However, repeatedly missing scheduled trips or failing to cancel trips in a timely manner can lead to suspension of service.
A no-show occurs when a rider fails to appear to board the vehicle for a scheduled trip. This presumes the vehicle arrives at the scheduled pickup location within the pickup window and the driver waits at least 5 minutes.
The pickup window is defined as 15 minutes before the scheduled pickup time to 15 minutes after the scheduled pickup time. Riders must be ready to board a vehicle that arrives within the pickup window. The driver will wait for a maximum of 5 minutes within the pickup window for the rider to appear.
If you know that you will not need a scheduled trip, please cancel it as early as possible to make sure scheduling is available for other passengers. A late cancellation is defined as either a cancellation made less than 2 hours before the scheduled pickup time, or a cancellation made at the door, or refusal to board a vehicle that has arrived within the pickup window. A late cancellation will be considered a no-show.
Circumstances Beyond the Rider’s Control
No-shows or late cancellations are not counted when there are situations beyond the rider’s control that prevent the rider from notifying us that the trip cannot be taken, such as:
- Medical emergency/hospitalization;
- Family emergency;
- Sudden illness or change in condition; or
- Appointment that runs unexpectedly late without sufficient notice
No-shows or late cancellations are not counted when the missed trip is due to our error, such as:
- Drivers arriving and departing before the pickup window begins
- Drivers arriving late (after the end of the pickup window)
- Drivers arriving within the pickup window, but departing without waiting the required 5 minutes.
Subsequent Trips Following No-Shows or Late Cancellations
When a rider has a no-show or late cancellation for a trip, all subsequent trips on that day remain on the schedule unless the rider specifically cancels the trips. To avoid multiple no-shows or late cancellations on the same day, riders are strongly encouraged to cancel any subsequent trips they no longer need that day.
Suspension Policies for a Pattern or Practice of No-Shows or Late Cancellations
DART reviews all recorded no-shows and late cancellations to ensure accuracy before recording them in a rider’s account. Riders will be subject to suspension under the following conditions:
- Schedule 20 or more trips within a calendar month and have no-shows or late cancellations totaling 20% of their trips; or
- Schedule 8 to 19 trips within a calendar month and have no-shows or late cancellations totaling 40% of their trips; or
- Schedule 7 or less trips within a calendar month and have no-shows or late cancellations totaling 50% of their trips.
Initially, two warning letters will be issued to notify the rider of the no-show and ask for cooperation in scheduling the paratransit trip. If the problem continues, a progressive suspension length will be as follows:
- First Suspension will be for 5 days;
- Second Suspension will be for 10 days;
- Third Suspension will be for 15 days; and
- Four and any subsequent Suspensions will be for 30 days.
Policy for Disputing Specific No-Shows or Late Cancellations
Riders wishing to dispute specific no-shows or late cancellations must do so within 30 days of receiving warning or suspension letters. Riders should contact the ADA Coordinator at (707) 434-3809 to explain the circumstance, and request the removal of the no-show or late cancellation.
Policy for Appealing Proposed Suspensions
Riders wishing to appeal suspensions under this policy have the right to file an appeal request, which must be in writing by letter or via email. Riders must submit written appeal requests within 60 days of receiving suspension letters. Riders who miss the appeal request deadline will be suspended from DART on the date listed on the suspension notice. All suspension appeals follow DART’s appeal policy.
How to Avoid No-Show/Late Cancellation Situations
- Review times and dates with the DART dispatcher to be sure you understand the 30 minute pickup window and when to expect the bus.
- When you no longer need the ride, call DART dispatch at 707-429-2400 immediately to let them know the ride is no longer needed.
- Remember to cancel all trips scheduled for that day. If all trips are not cancelled, you will be charged a no-show for the remaining trips on the schedule.
- Be prepared to board within 5 minutes of the arrival of the vehicle.