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<br />8 <br /> <br />Cancellations can be made by leaving a message on the answering system 24 hours a day 7 days a <br />week, but every effort should be made to call during business hours which are Monday through <br />Friday, 8:00 AM to 5 PM. <br />No Show Definition <br />The County requests that passengers be ready to be transported within the scheduled 30-minute <br />pick-up window. Orange County Public Transit defines a No Show as occurring when all five of the <br />following circumstances have occurred: <br />1. The customer (or the customer’s representative) has scheduled ADA paratransit service. <br />2. There has been no call by the customer or his/her representative to cancel the scheduled <br />trip two or more hours before the start of the pick-up window. <br />3. The paratransit vehicle has arrived at the scheduled pickup point within the scheduled pick- <br />up window time. <br />4. The driver has waited at least five (5) minutes beyond the scheduled pick-up time, but the <br />customer has failed to board the vehicle or refuses a trip. <br />5. The driver cannot reasonably see the customer approaching the vehicle. <br />No Show Policy/Procedure <br />1. If a No Show occurs, the return trip is not automatically cancelled. Staff will attempt to <br />contact the customer to verify the need for the return trip. However, only the customer can <br />cancel the return trip. <br />2. If a passenger is not ready at the scheduled pick-up time or refuses a trip, the driver will <br />continue with his/her regular schedule and the trip will be considered a No Show. <br />3. Drivers will notify the Dispatch office to log the trip as a No Show in the Passenger Individual <br />Ridership Percentage record. <br />4. The driver marks the appointment on the Driver Manifest as a No Show. <br />5. Designated staff conducts a monthly evaluation of the Passenger Individual Ridership <br />Percentage record to determine ridership/cancellation percentage. A letter of warning is <br />sent to customers that had three or more No Shows and whose ridership percentage falls <br />below 90 percent. <br />6. Letters are sent out at the beginning of each calendar month. For visually impaired <br />customers, a phone call will be made in addition to the letter. <br />Policy Relating to Suspension of Riding Privileges <br />The County reserves the right to suspend service to an individual who, for reasons within his or her <br />control, has a “pattern or practice” of missing scheduled trips. A monthly review of ridership will <br />be conducted to evaluate every passenger’s ridership percentage or ratio of rides a passenger keeps <br />compared to number of rides a passenger cancels late or fails to show for the scheduled trip. This <br />provision does not apply to trips that are missed for reasons that are beyond the passenger’s control, <br />including trips that are missed due to a family emergency, sudden turn for the worse in a variable <br />medical condition, or County error. The County also reserves the right to suspend service to an <br />50