Cancellation Policy - Revised:
February 1, 2003
Cancellations
SCT encourages and appreciates
patrons who cancel in a timely manner.
Cancellations should be received 24-hours in advance, but will
be accepted up to 1 hour prior to the scheduled pick up time without
penalty.
Late
Cancellations
1.
Cancellations must be received a minimum of 1 hour prior
to the scheduled pick up time. This
can be achieved by either contacting the dispatch/scheduling staff
during normal business hours (7:00 a.m. – 6:00 p.m.) or through
SCT’s voice mail system, which is available during non-business
hours.
2.
Any cancellation received later than 1 hour prior to the
scheduled pick up time will be considered a “late cancellation”
and will be noted as such in the customer’s record.
SCT reserves the right to waive or initiate a determination on
any late cancellation.
3.
Three late cancellations within a rolling 90-day period will be
handled as follows:
a.
After third late cancellation, client will be given late
cancellation notification in a written format via mail giving policy
warning and explaining next step of action.
b.
Additional late cancellations through the next rolling 90-day
period will be charged at $2.00 per late cancellation
and payable at the next boarding call.
Excessive
Cancellations
SCT encourages all clients to call
in to cancel transportation services as described above; however, to
avoid excessive cancellations which prevent fair and equitable use of
the transportation system by all clients, an excessive cancellation
policy will be implemented as follows:
1.
SCT personnel monitor weekly activities of all scheduled vs.
cancelled rides. Clients
observed to have six cancellations within any 30-day rolling period
will receive a written warning via mail.
2.
Those clients who have received written notification and who
have in excess of six cancellations in any future 30-day rolling
period following the written notification, will be charged a $2.00
excessive cancellation fee per cancellation thereafter for a period of
six months.
No-Show
Policy
Scheduling a trip and then failing
to use the service without properly canceling the trip causes serious
transportation and scheduling problems for SCT and all of our
customers. It is the
responsibility of this agency and its consumers to ensure that as many
clients as possible have the opportunity to participate in the
program. When you
schedule a ride and no show, you are eliminating the possibility that
someone who really needs the service has the availability to do so.
As stated earlier, clients
are expected to be ready and waiting for the bus upon arrival.
The driver will wait no more than 5 minutes from bus
arrival before proceeding to the next destination.
Clients who fail to board the vehicle within the 5 minutes from
bus arrival will be considered a “no show” and recorded as such in
the client’s record.
If you are a “no show”
for a scheduled trip and you have other trips scheduled for that date,
SCT will cancel any remaining services on that date.
No shows will be charged at $2.00 per no show and are payable
upon the next boarding call.
Clients who reach $6.00 in no
show fees will be removed from the schedule until payment has been
received at the office either in person or via mail.
No service will be scheduled until payment has been received.
No-Shows
and Subscription Services
Subscription services are intended
for those individuals who use the service from one destination to
another destination at the same time and on the same days of the week.
Those services eliminate the need for a client to call in on an
weekly/daily basis to schedule rides except in the case of a
cancellation. Holding a
subscription service is a privilege as there are a limited number of
subscription services available.
If you have a subscription service and no show three times
within a rolling 60-day period, your subscription service will be
cancelled and offered to another passenger.
In addition, all now show fees will apply.
You will not be considered for subscription services for a
period of one year.
No shows that occur because
of an emergency situation beyond the customer’s control will be
considered a “non-chargeable” no show, provided the customer can
offer an explanation with documentation.
A “non-chargeable” no show can occur only one time
within a calendar year.
******These policies apply
regardless of method of payment and include clients who pay boarding
fares, utilize ticket booklets or purchase a monthly pass.
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