Late Cancellation – No SHow Policies & Penalties

 RTA Mobility
Late Cancellation-No Show Policies and Penalties
All RTA Mobility riders will receive a warning notice from the Regional Transportation Agency
after three (3) late cancellations and/or no-shows.
Reminder to all RTA Mobility Customers of Rider Responsibility:
Customers should make reservations according to service policy. Customer should be ready to
travel at the curb, fifteen (15) minutes before and after reservation time and be prepared with
exact fare or ticket. If customer is unable to make his or her scheduled trip, call RTA Mobility
at 1-800-270-9553, option 3, to cancel unwanted trips two at least (2) hours in advance or
customer will be marked a late cancellation. If customer is not at curb and ready to travel when
vehicle arrives, RTA Mobility will contact customer, wait three (3) minutes for rider and proceed
to depart. The customer will then be marked a “no-show.”
The purpose of this late cancellation/no-show policy is to prevent patterns of abuse in order to
maintain efficient system operation, sustain a zero (0) percent denial rate, improve customer
service and maximize the use of operating funding. Late cancellation/no-shows will not be
issued when a scheduled trip is missed for reasons beyond the customer’s control. However, the
customer should always make every effort to cancel scheduled trips in a timely manner. Trips
missed by a customer for reasons beyond his or her control include trips missed due to transit
agency error or lateness. A customer may also be suspended as a result of disruptive behaviors,
as described under the “prohibited activities” policy.
Penalties for Late Cancellations-No-Shows:
The penalties of repeated late cancellations and/or no-shows or a combination of these two
services will result in the following:
Violations and penalties in a six (6) month period:
If customer receives:
• Three (3) late cancellations and/or no-shows, penalty: warning notice.
• Six (6) late cancellations and/or no-shows, penalty: suspension of trips for one (1)
week.
• Nine (9) late cancellations and/or no-shows, penalty: suspension of trips for one (1)
month.
• Twelve (12) late cancellations and/or no-shows, penalty: suspension of trips for six (6)
months.
Regional Transportation Agency of Central Maryland
8510 Corridor Road, Suite 110 • Savage, Maryland 20763 • Phone (800) 270.9553 www.transitRTA.com
Warning/Suspensions Appeal Process:
A rider may appeal a warning/suspension regarding late cancellation and/or no-shows by
submitting an appeal in writing to: RTA Mobility Department, Attention: Appeals, 8510
Corridor Rd, Suite 110, Savage, Maryland 20763. Submissions need to be made within twenty
(20) calendar days of the date of notice. Appeals are reviewed by the RTA Mobility Paratransit
Committee and a final decision will be mailed to the rider within twenty (20) calendar days of
the date appeal letter is received. If a rider appeals a suspension notice, the suspension will not
take effect until after the appeal decision is made.
For additional information please contact RTA Mobility by calling 1-800-270-9553, option 3,
option 6 or Maryland Relay 711 at 1-800-201-7165. You may also visit our website,
www.transitRTA.com for current policies and procedures.
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Regional Transportation Agency of Central Maryland
8510 Corridor Road, Suite 110 • Savage, Maryland 20763 • Phone (800) 270.9553 www.transitRTA.com