ADA No-Show Policy

No-Show: 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.  

Pickup window: is 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.  

Late cancellation: is a cancellation made less than 2 hour before the scheduled pickup time, as a cancellation made at the door, or a refusal to board a vehicle that has arrived within the pickup window. 

Community Connector does not count as no-shows trips due to our error, such as: 

• Trips placed on the schedule in error
• Pickups scheduled at the wrong pickup location
•  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

Community Connector does not count as no-shows or late cancellations situations beyond a rider’s control that prevent the rider from notifying us that the trip cannot be taken, such as: 

• Medical emergency
• Family emergency
• Sudden illness or change in condition
• Appointment that runs unexpectedly late without sufficient notice

Riders should contact the Community Connector’s ADA complementary paratransit service office 207992-4670  when experiencing no-shows or late cancellations due to circumstances beyond their control. 

When a rider is a no-show for one trip, all subsequent trips on that day remain on the schedule unless the rider specifically cancels the 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. Suspension Policies for a Pattern of Excessive No-Shows and Late Cancellations  Community Connector reviews all recorded no-shows and late cancellations to ensure accuracy before recording them in a rider’s account.  Each verified no-show or late cancellation consistent with the above definitions counts as 1 penalty point.  Riders will be subject to suspension after they meet all of the following conditions: 

• Accumulate 3 penalty points in three calendar month period
• Have booked at least 30 trips during that three month period
• Have “no-showed or “late cancelled” at least 20% of those trips. 

A rider will be subject to suspension only if both the minimum number of trips booked and the minimum number of penalty points are reached during the three-month period.  Community Connector will notify riders by telephone after they have accumulated 2 penalty points and would be subject to suspension should they accumulate 1 additional penalty point with that period consistent with the criteria listed in this section of the policy above.  All suspension notices include a copy of this policy, information on disputing no-shows or late cancellations, and how to appeal suspensions.  

Suspensions begin on Mondays.  Subsequent violations result in the following suspensions:

• First occurrence — A warning letter will be issued advising the rider that he/she has violated Community Connectors no-show/late cancellation policy.
• Second occurrence — Customer will receive a three (3) day* suspension.
• Third occurrence — Customer will receive a five (5) day* suspension.
• Fourth occurrence — Customer will receive a ten (10) day* suspension.
• Additional occurrences — Customer will receive a twenty five (25) day* suspension.