STRIDE No Show Policy 2017 (draft)
Published: Expires: 12/28/2016
The Duluth Transit Authority (“DTA”) offers dial-a-ride services to qualified individuals in the Twin Ports. Special Transit Ride (“STRIDE”) requires trips to be scheduled one day in advance, (but may be scheduled up to seven (7) days in advance) and understands that riders may occasionally miss scheduled rides or be unable to cancel in advance due to circumstances beyond the rider’s control, such as weather or family emergency. Occasional cancellations are understandable, but repeatedly failing to cancel scheduled trips in a timely manner can lead to suspension of service. The following information explains the DTA’s No Show Policy.
Definition of a No Show
A “No Show” is defined as an occurrence when a rider fails to board the STRIDE vehicle for a scheduled trip, provided that the vehicle has arrived at the scheduled pick up location within the pickup time window, and the driver has waited five (5) minutes after the scheduled time for the rider to appear.
The “pickup window” is defined as fifteen (15) minutes before the pickup time and fifteen (15) minutes after the scheduled pickup time. Riders must be ready to board a vehicle that arrives within the pickup window. The STRIDE driver will wait for a maximum of five (5) minutes within the pickup window for the rider to appear.
A “late cancellation” is defined as a cancellation that occurs less than two (2) hours before the scheduled pick up time, or the rider refuses to board a vehicle that has arrived within the pickup window.
Riders must cancel rides at least two (2) hours prior to ride reservation time. Cancellations of schedule STRIDE trips should be made as soon as possible so other passengers can use the service. Riders that do not show for rides or cancel less than two 2 hours prior to the trip may receive a No Show. Riders may cancel a trip by contacting STRIDE at 218-722-3327.
Changes to a Reservation
Riders may not change the time of the reservation, or the beginning point or the destination of the trip, unless the change is requested at least one (1) day prior to the scheduled trip. Changes to a reservation that are made less than one day prior to the scheduled trip will be counted as a No Show, unless the entire trip is cancelled at least two (2) hours prior to the ride reservation time.
Circumstances Beyond the Rider’s Control
The DTA does not count late cancellations, missed trips or No Shows due to our error, such as:
- Trips that were placed on the schedule due to DTA error
- DTA errors in scheduling the wrong pickup location
- Driver error in arriving or departing before the pickup window begins
- Driver arriving after the end of the pickup window
- Driver arriving within the pickup window, but not waiting the required five (5) minutes
The DTA does not count as No Shows situations beyond the rider’s control that prevents the rider from notifying us that the rider cannot take the trip, such as:
- A documented medical emergency
- A family emergency
- A sudden illness or change in health condition
- A medical appointment that unexpectantly runs late without sufficient notice
Severe weather that causes difficulty for the rider to access the vehicle may also be considered beyond the rider’s control, as is severe weather that causes delays in vehicle arrival and extended travel time.
Riders should contact STRIDE at 218-722-3327 when experiencing No Shows due to circumstances beyond their control.
When a rider is a No Show for one trip, all of the rider’s subsequent trips on that day remain on the schedule unless the rider specifically cancels the remaining trips. To avoid multiple No Shows on the same day, riders are strongly encouraged to cancel any subsequent trips they no longer need that day, as well as any other upcoming trips on other days that are no longer needed. No Shows for subsequent trips may also be forgiven for circumstances beyond the rider’s control.
The DTA reviews all recorded No Shows to ensure that the occurrence complies with the DTA Policy. Those occurrences that are not in compliance with the DTA Policy will be removed from the rider’s record.
Each verified No Show counts as an occurrence. Riders who demonstrate a pattern or practice of missing scheduled trips, including intentional, repeated or regularly missing scheduled trips (except for No Shows beyond the rider’s control) may be subject to suspension.
For the period of December 1, 2015 through November 30, 2016, the DTA averaged about twenty (20) No Show occurrences per month system wide, or about .7% of all rides. To ensure that riders do not abuse dial-a-ride privileges, the DTA may suspend a rider after meeting all of the following conditions:
- Scheduling more than ten (10) trips in a thirty (30) day period
- At least fifteen percent (15%) of the rider’s scheduled trips are No Show occurrences in that 30-day period.
- Accumulate more than two (2) No Show occurrences in that 30-day period
For example, if a rider schedules twenty (20) trips in a 30 day period and three (3) are No Shows, the rider will be subject to suspension.
A rider will be subject to suspension only if both the minimum number of trips booked and the minimum number of No Shows occur in the thirty (30) day period. The DTA will notify riders by mail of a No Show occurrence unless the rider has contacted STRIDE to discuss the circumstances of the No Show and it has been forgiven by the DTA.
The No Show notice will include the ride date, time and location of the missed or late cancelled ride, a copy of this Policy, information on disputing No Show occurrences, and how to appeal a suspension.
Riders receiving a suspension will be provided a written notice indicating the No Show history causing the suspension, and the dates of suspension, along with a copy of this Policy and how to appeal a suspension. Suspensions begin on Monday of the following week following the date of the notification, or five (5) business days after the date of the suspension notice, whichever is later.
The first violation in a calendar year triggers a warning letter, but no suspension. Subsequent violations in a calendar year result in the following suspensions:
Second violation in a calendar year results in a 7 day suspension
Third violation in a calendar year results in a 14 day suspension
Fourth violation in a calendar year results in a 21 day suspension
Fifth violation in a calendar year results in a 28 day suspension
Disputing No Show Occurrences
Riders may dispute specific No Show occurrences within five (5) business days of receiving a No Show letter. Riders should contact Stride at 218-722-3327 between 7:30 a.m. and 4:00 p.m. Monday through Friday to explain the circumstances beyond the control of the rider and request the removal of the No Show occurrence. Removal of the occurrence shall be at the DTA’s discretion in accordance with this No Show Policy. The DTA shall notify the rider via telephone or in writing within five (5) business days after the receipt of the dispute request.
Appealing Proposed Suspension
Riders have the right to file an appeal request to dispute a proposed suspension under this Policy. Riders must submit written appeal requests within five (5) business days from receipt of the suspension letter. Riders who miss the appeals request deadline will be suspended from STRIDE service for the date(s) listed on the suspension notice.
The STRIDE Advisory Committee will consider all appeals whether submitted orally or in writing within the time specified. The STRIDE Advisory Committee will consider the circumstances surrounding the suspension and shall make a determination whether to uphold or forgive the suspension within thirty-one (31) calendar days, and shall notify the rider and STRIDE in writing of the decision. A suspension that is under appeal will be delayed until the STRIDE Advisory Committee has made their ruling. When circumstances warrant, the STRIDE Advisory Committee may request further information to be presented by the rider and/or STRIDE, along with a timeline for responses; the suspension will not be enforced while the STRIDE Advisory Committee conducts an investigation into the circumstances surrounding the suspension.
If it is determined that the suspension is in compliance with this No Show Policy, the suspension shall be enforced beginning the following Monday or within five (5) business days after the written notification, whichever is later.
The DTA may revise this Policy from time to time, at the discretion of the DTA. Questions, comments or concerns about this Policy should be directed to the STRIDE office, at 218-722-3327, or the DTA at 218-722-4426.
The Duluth Transit Authority manages STRIDE. Scheduling services and vehicle operators are provided by an independent contractor. STRIDE offices are located at the DTA Operations Center, 2402 West Michigan Street, Duluth, MN 55806.
Copies of this Policy will be made available in alternative formats upon request.