Operators will utilize the following guidelines concerning a person’s failure to meet the Waco Transit van:
- For trips scheduled with a requested pick-up time, the Waco Transit operator will not wait longer than five (5) minutes from the arrival time for clients to board the vehicle. If the van arrives within the thirty (30) minute window (fifteen (15) minutes before and fifteen (15) minutes after the scheduled pick-up time), the client must board the van within five (5) minutes of arrival.
- For trips scheduled with a requested drop-off time, the van may arrive anytime within one (1) hour before the drop-off time. If the van arrives anytime within one (1) hour before the requested drop-off time, the client must board the van within five (5) minutes of arrival.
- Failure to meet the van within five (5) minutes from the time of arrival will constitute a no-show.
- Passengers or their associates may not ask operators to delay the five (5) minute interval under any circumstances; this is to assure the timely pick-up and transportation of all Waco Transit clients.
- Waco Transit dispatch/scheduling will not hold or otherwise detain the Waco Transit van because a passenger is late for a scheduled pick-up. The dispatcher/scheduler may provide information to the operator and facilitate communication via phone and radio between the client and the operator. However, it shall be at the operator’s discretion as to when to depart and declare a trip as a no-show.
- No-shows caused by reasons beyond the rider’s control (e.g., scheduling problems, late pickups, and operational problems on the part of Waco Transit or a family emergency or sudden turn for the worse in a variable medical condition) or operator error will not be counted against the rider.
A trip canceled within two (2) hours in advance of the scheduled time will be recorded as a late cancellation. Late cancellations have the same effect as a no-show with regards to being within the rider’s control. An individual is allowed one (1) no-show per calendar month without penalty.
A trip canceled any time up to two (2) hours before the scheduled time will be recorded as an advance cancellation, and will not be penalized.
A pattern of excessive no-shows may result in service suspension. A pattern of missed trips is considered excessive when an individual reserves seven (7) or more trips within any month and no-shows/and or late cancels 40 percent or more of those scheduled trips. This will be considered a “pattern or practice” of missed trips and violation of the No-show policy
Customers incurring excessive missed trips as defined above are subject to suspension for a reasonable period. Repeated violations of this policy will cause the length of suspension to be increased. The following suspension periods shall apply to violations of this Policy that occur within the same rolling 12-month period.
||1 Week (6 days)
||2 Weeks (12 days)
||3 Weeks (18 days)
||4 Weeks (24 days)
Waco Transit reserves the right to suspend clients for 30-day increments due to patterns of excessive no-shows beyond established guidelines.
Before sanctions may be imposed, the individual has the option to appeal the sanction(s). The Waco Transit General Manager will first hear appeals. If the General Manager upholds the sanction, the individual may request a hearing before the Waco Transit Advisory Board (TAB). The Waco Transit General Manager may be contacted as shown below:
Once an individual requests an appeal, the TAB will hear all current violations. For example, if an individual appeals sanctions for May 2 and the Board does not meet until May 17, and this individual has three (3) additional no-shows during the interim, all violations will be heard during the same meeting.
Before service may be suspended, the individual will have the opportunity to be heard and to present information justifying the no-shows. Waco Transit service will not be suspended while the TAB is considering an appeal.
Waco Transit will notify the individual, in writing, of the Assistant General Manager’s or Board’s ruling on all appeals. This notification will outline the ruling and reasons for it.
Once the individual has been informed of the Board’s ruling, sanctions will either be dismissed or imposed on the next day of service.
Waco Transit requires that all appeals must be made within 60 days of notification of sanctions.
All decisions made by the TAB are considered final.