Paratransit, Inc.

Cancellation Policies, Practices & Results

Characteristics of Cancel Types

• Timely cancels make up more than 2/3 of all cancels, and typically are only effected by changing the length of the call-in period

• Though the smallest component of the cancellation rate, No shows are the most destructive in terms of the devastating effect on productivity

Definitions and Methodology

• Timely Cancel: Notice was provided at least 2 hours before the scheduled trip

• Late Cancel: Notice was less than 2 hours before the scheduled trip

• No show: No notice is provided before driver arrives within pick-up window and after 5 minute wait

Due Process and Facilitation

• Passenger’s explanation for not providing notice is documented in Trapeze

• Trapeze record reflects instances when lack of notification is not within control of passenger

• Automated Telephone System reminders on night before ride and when bus is near

• No rider is suspended without written notice documenting pattern and opportunity to meet

Excessive Missed Trips

Trip frequency is considered

• A pattern or practice is when a passenger reserves seven or more trips within any month and no-shows or late cancels forty percent or more of those scheduled trips

Rider’s Responsibilities

• Later rides for the day will not automatically be cancelled unless notice is provided

• A bus will not be sent back when passenger No Shows on outbound trip

• If outbound trip is taken, but inbound is a No Showed, passenger won’t be stranded

Sanction for Violations

Applies to rolling 12 month period

• 1st suspension: two-month period• 2nd suspension: four-month period• 3rd suspension: six-month period• 4th suspension: two-year period• Subscribers may reapply four months after

end of suspension period

Right to Appeal

• Written and/or in-person appeals are optional• Additional written statement and/or supporting

documentation is always considered• How to file an appeal with timelines is provided

at time of sanction notice• In-person appeal hearings are held no later than

21 calendar days after sanction notice

Appeal Decision

• Suspension takes place after independent appeals panel makes determination

• Written decision will include beginning and ending dates of the suspension period

• The appeals panel decision is final

Why is this Policy Important?

• Unused capacity can be re-used with timely notice

• Productivity declines when No Show and Late Notice capacity cannot be re-used

• Money, time, and miles are wasted• Customer service quality declines

Trend Analysis

25-month period ending February 2011• Simple linear regression• Trips Scheduled• Trips Cancelled Timely• Late Cancellations• No Shows

Overall Demand FellTrips Scheduled

February 2009 – February 2011

Trips down about 19%, or 7,500

Absolute Timely Cancels Fell

•Mimicked the downward trend in demand

•Absolute number of cancels fell by about 20%

February 2009– February 2011

Percentage of Timely Cancels

While the absolute number fell, the rate as a percentage of total cancels increased

February 2009 – February 2011

Absolute Late Cancels

Significantly, the absolute number of late cancels fell by about 45%

February 2009 – February 2011

Percentage of Late Cancels

The rate of late cancels has fallen by 21%

February 2009– February 2011

Absolute No Shows

The absolute number of No Shows fell by 47%.

February 2009 – February 2011

Percentage of No Shows

The rate of No Shows decreased by 22%.

Helpful Tips• Establish a policy that is fair and equitable• Aim policy and practices at reducing No Shows

and Late Cancels• Use technology if you have it• Maintain consistent documentation to support

application of your policy• Follow-up after each instance of potential

passenger non compliance• Focus on changing behavior, rather than

imposing sanctions

Results

• By sharply reducing the Late Cancel and No Show rates we were able to reduce the total cancellation rate and increase productivity by around 10%

• Since inception of the policy, fewer than 10 passengers have been suspended

• No passenger has met the second level criteria of the progressive schedule

• Revision of the frequency rate for establishing a pattern or practice for excessive missed trips is under consideration