Paratransit No-Show Policy

A No-Show consists of: 

• Canceling a trip less than one hour before the scheduled pick up time.
• Refusing to ride when the vehicle arrives at the scheduled pick up time.
• Not being at the designated pick up location within the three minute pick up window.

The goal of the University of Minnesota’s Paratransit Service is to provide safe, reliable, and on-time service to all students and staff who request our service. We make every effort to arrive at your pick-up location on time and we will wait three minutes past your pick-up time before departing without you. One of the worst disruptions to service is a No-Call No-Show. 

• No-Shows cause drivers to wait for customers who are not riding.
• No-Shows impact other customers when they cause the driver to be late to the next pick up.
• No-Shows waste time slots in the schedule that could have been used by other customers.

We understand that No-Shows can happen. However, in order to provide reliable service to all our customers, we will suspend customers who show a pattern of No-Shows. Frequent No-Shows are disruptive to customer service.

Customers who accumulate three No-Shows in a rolling 30-day period will receive a warning letter from us.

Customers who accumulate a fourth No-Show within 30 days of the first No-Show will be sent a letter informing them of their suspension.

Customers will be given 15 days from the time they receive their suspension letter to dispute the validity of a suspension. A No-Show will be excused if the customer can show that it occurred as the result of a situation that was beyond their control. We may ask the customer for supporting documentation before excusing the No-Show. See details below on how to file an appeal.

The suspension will begin following the 15–day appeal period. The first suspension within a 12–month period will be for 15 calendar days. The second and any subsequent suspensions within a 12–month period will be for 30 calendar days.