No-Show and Late Cancellation Policy update
Every year, we handle around 100,000 no-shows and trip cancellations. The new draft policy would separate late cancellations from no-shows and cancellations at the door.
Nearly one-third of cancellations happen late, which makes it hard to give those rides to someone else. No-shows account for about 10 percent of all cancelled trips.
Most customers use our service responsibly. Approximately 84% have fewer than three no-shows in a month. The recommended change would make service fairer and more reliable for everyone who uses our service.
We’ve drafted updates to our eligibility, no-show and late cancellation, and bag policies. Before we take these changes to City Council for approval this summer, we want to meet with our customers, stakeholders, and the public.
What we heard
In 2023, we asked customers, family members or caregivers, and service providers for feedback on our proposed No-Show and Late Cancellation Policy. Your feedback helped us update the policy to make it clearer, fairer, and more flexible.
How the proposed policy works
No-shows and cancellations at the door are tracked separately from late cancellations. Customers who frequently miss or cancel trips may have their service suspended temporarily.
No-shows and cancellations at the door
This happens when a vehicle arrives, but the trip cannot happen because:
- The customer is not there
- The customer is not ready within five minutes
- The customer cancels the trip when the driver arrives
These have a bigger impact because the vehicle is already there or on the way.
Late cancellations
A late cancellation happens when a trip is cancelled less than two hours before the pickup window starts. When tracking late cancellations:
- Counts reset at the start of each month
- Suspensions are tracked over 12 months
- Errors are reviewed and do not count
- Notifications (text, email, phone, or app) alert customers when events occur and as they approach limits
No-shows/cancellations at the door monthly limits:
- 0–2: Notification and education sent to customer
- 3: Warning with information and tips
- 4+: seven-day suspension (longer if issues continue)
Late cancellation monthly limits:
- 0–3: Notification and education sent to customer
- 4–5: Warning with info and tips
- 6–8: seven-day suspension (longer if issues continue)
Suspensions
Suspensions get longer if they happen more than once in a year:
- 1st suspension: 7 days
- 2nd suspension: 14 days
- 3rd suspension: 30 days
- 4th suspension: 60 days
- Rare cases: up to 90 days
Suspensions start at the next booking window, not right away.
Important things to know
- Emergencies, illness, severe weather, and Transit Plus errors are considered
- Occasional issues are expected
- Contact Transit Plus if something was out of your control
- You can appeal suspensions longer than seven days
Learn more
