No-Shows

  • Cancellations and No-Shows

    ​If your plans change and you do not need your ride, please call to cancel at least one hour before your earliest pickup time. WTA enforces a no-show policy. If you habitually no-show, we can temporarily suspend you from service.​

  • Penalties for "No-Shows"

    ​Failing to cancel a ride is called a no-show and occurs when: 

    • you are not at the requested pick-up address; or
    • you are at the pick-up address, but decide not to go once the bus arrives; or
    • you are at the pick-up address, but don't board within five minutes of the time the bus arrives; or
    • you can't be left alone and are not met by a caregiver at your destination. In this case, public safety personnel may be called to assume custody; or
    • you don't cancel your ride at least an hour before your earliest pick-up time.

    A missed trip is not considered a no-show when:

    • you miss a trip due to a WTA-caused error or delay; or
    • an emergency or sudden change in your health prevents you from calling to cancel

    If you no-show on a day when you have booked more than one trip, we will not automatically cancel your later trips.  Please cancel each trip you don't need to avoid receiving multiple no-shows on a single day. 

    How WTA Calculates No-Shows​

    1. WTA tracks No-shows and No-Show violations by calendar month and calendar year.  At the beginning of a new calendar year, No-Show violation tracking starts with a “clean slate” for all riders.  Violations from previous years do not affect riders’ No-Show records in the new year.
    2. WTA calculates violations by comparing the number of No-Shows to the number of actual trips riders receive each calendar month.  Riders who travel less are charged with violations for fewer No-Shows than riders who travel more. Here's how it works: 
      1. ​Riders who receive 0-19 trips in a month will be charged with a violation when three or more valid No-Shows are recorded during the month.
      2. Riders who receive 20-39 trips in a month will be charged with a violation when four or more valid No-Shows are recorded during the month.
      3. Riders who receive 40 or more trips in a month will be charged with a violation when five or more valid No-Shows are recorded during the month.

    If you continue to no-show after the first suspension, the next suspension can last 14 days. Further no-show suspensions can last 30 days.

    Riders can appeal a suspension before it takes effect. Call (360) 733-1144 for a copy of our suspension policy.

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