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ADA Paratransit Passenger No-Show Policy

Effective March 1, 2013

SolTrans ADA Paratransit Passenger No Show Policy

SolTrans Paratransit Politica de “No Se Encontro”

SolTrans has adopted a new ADA Paratransit Passenger No-Show policy in an effort to bring our riders more efficient paratransit service, and to be up-to-date with Federal Transit Administration findings, best practices, and community input.

No-shows are recorded each time a paratransit passenger makes a late cancellation, forgets to cancel, declines their trip at the door, or is not available for pick-up for their scheduled trip.

Cancellations

Cancellations are accepted as late as two hours before the scheduled trip. Cancellations made less than two hours before a scheduled trip are considered a no-show. Passengers may call Paratransit Dispatch at (707) 649-5401 to cancel a trip.

No-Show Policy

Three (3) no-shows and 10% or more of a passenger’s total trips in a calendar month may result in a penalty. Penalties increase each month that the passenger exceeds the no-show threshold.

Penalties

  • 1st month – Passenger will receive a phone call and letter to review the policy and exceptions
  • 2nd month – 14 day suspension
  • 3rd month and thereafter in a calendar year – increasing penalties by one (1) week up to a one (1) month suspension
  • Penalties reset after one (1) year
  • No-Show Notifications

Passengers will be notified of every no show in writing; passengers will receive a warning after three no-shows.

No-Shows Beyond a Passenger’s Control

Passengers are not responsible for no-shows resulting from sudden illness, family or personal emergency, transit connection or appointment delay, extreme weather conditions, operator error, or other unforeseen reasons for which it’s not possible to call the Paratransit Dispatch line to cancel in time or take the trip as scheduled.

It is up to the passenger to notify SolTrans of no-shows beyond their control by calling Paratransit Eligibility & Information, (707) 648-4668.

Suspensions

If a passenger should exceed the no-show threshold, they will receive a suspension letter, proposing to suspend service within two weeks and outlining the appeals process.

For more information about the policy:

Mandi Renshaw, Program Analyst
SolTrans, Solano County Transit
311 Sacramento St, Vallejo, CA 94590
Phone: (707) 736-6982

For more information about SolTrans ADA Paratransit Bus Service, please visit the Services tab on our website: soltrans.org/accessibility/ada-paratransit

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We welcome feedback and questions from SolTrans passengers

Please fill out the form to send us a message. Customer service hours of operation are 8:00 am to 7:00 pm, Monday through Friday. Customer service can be reached at (707) 648-4666 during regular office hours.

Information in Accessible Formats

To obtain a copy of any SolTrans policy, marketing materials, public records, or other information in an accessible format, please call (707) 648-4666, or submit your request using the feedback form at the bottom of any page at soltrans.org.

Materials will be provided in the requested accessible format as soon as possible. Requests for documents in screen reader-compatible or large print formats can generally be fulfilled within five business days. Braille or audio formats may take up to several weeks to produce, depending on the availability of braille translation or compliant audio recording services.

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