No-Show Policy Page

WORCESTER REGIONAL TRANSIT AUTHORITY (WRTA)
"NO SHOW" POLICY

The Worcester Regional Transit Authority (WRTA) has established the following process for paratransit riders.

Riders will be given a twenty (20) minute pick-up window. The rider is responsible to be out at the curb for the entire twenty (20) minute pick-up window.  The vehicle may arrive at any time during this 20 minute window and will only wait 5 minutes once it arrives.  An individual is considered a "No Show" if he/she is not available for pick-up as described above.

Riders must call to cancel (with adequate notice) prior to the scheduled trip time or they will be considered a "No Show".  Adequate advance notice is defined as follows:

For trips before 9:00 A.M., there is no minimum time requirement for calling to cancel.  However, individuals are still encouraged to call and cancel unwanted trips as soon as possible to enable substitute scheduling.

For trips after 9:00 A.M. individuals must call at least 3 hours before their scheduled trip time to cancel.

 If you are a No-Show for your pick-up and have a scheduled return ride, your return ride will be cancelled after one attempt to contact you.

Missed trips which occur for reasons beyond an individual's control and service related problems are not considered "No Shows".

Riders will be sent letters informing them of the first and second "No Shows".  Included will be a reminder of the policy and the service problems the "No Shows" cause.

If a rider accumulates three "No Shows" within a three month period from the first "No Show", the rider will not be permitted to use the service for a period of up to 30 calendar days.  Riders have the right to appeal that decision and are given 15 days to submit the appeal in writing to the WRTA.  A copy of the Appeal Process is attached to each letter.