March 2012

The Revised Wheel-Trans Late Cancellation/No-Show Policy

Dear Customers,

Wheel-Trans is revising the Late Cancellation / No-Show Policy to reduce the number of trip cancellations and no-shows on the day of service. Every time a trip is cancelled on the day of service, it is essentially wasted. This is a ride that could have been used by another customer, a customer like you! Each one of these cancelled trips costs Wheel-Trans/TTC approximately $30, or close to $6 million dollars each year.

We know that the vast majority of customers book rides with every intention of using them.  We also understand that from time to time unforeseen circumstances may occur and you have to cancel your trips on the day of service. Our new policy, which was developed with assistance from the Advisory Committee on Accessible Transit (ACAT), is fair and forgives Late Cancellations and No-Shows up to a maximum of 4 days each month regardless of the number of trips scheduled on those days.

What is a Late Cancellation?

A Late Cancellation is any trip which is cancelled on the same day of service.
To avoid a Late Cancellation, please ensure you cancel your trip by 11:00 pm the night before or the earlier the better.

What is a No-Show or C.A.D. (Cancel at the Door)?

• A No-Show occurs when a vehicle arrives at the designated pick-up time, waits five minutes and the customer cannot be located.
• C.A.D.'s occur when the customer informs the driver that they will no longer be taking the scheduled trip at the pick-up location.

Exceptions to the Policy

• If a vehicle arrives 20 minutes or more late and you decide not to take the ride, it will not be considered a Late Cancellation.
• If Wheel-Trans is operating under a weather advisory, it will also not be considered a Late Cancellation.

Policy Actions

• The 1st occurrence when the Late Cancellation/No-Show Policy is exceeded, an Advisory Letter will be mailed to you.
• A 2nd occurrence will result in a seven (7) day service suspension.
• A 3rd occurrence will result in a fourteen (14) day service suspension.
• A 4th occurrence will result in a thirty (30) day service suspension.
• A 5th occurrence will result in a sixty (60) day service suspension.

Note: Once a customer has adhered to the Late Cancellation/No-Show Policy for a period of 6 consecutive months, all previous policy
violations will be removed.

Only Trips for Medical Purposes Will Continue to be Permitted During a Period of Service Suspension.

Thank you for assisting Wheel-Trans with the goal of providing as many trips as possible for all our customers.