Fayette Area Coordinated Transportation’s (FACT) has developed this no-show policy to ensure the agency provides efficient paratransit/shared-ride services to its riders. No-show includes late cancellations. FACT records no-shows for all of its customers. A suspension of service may result in the event of “pattern or practice” of a rider missing scheduled trips. Sanctions will not be imposed on no-shows beyond a rider’s control.
Defining No-Show
A no-show is defined as:
any time a driver goes to pick-up a rider and the customer decides not to use the service
any time a rider is not ready or fails to show up for the service within five minutes of the vehicle's arrival within the 30-minute pick-up window
late cancellation - any time a customer has not called in to cancel his/her trip at least one (1) hour before the scheduled pick-up time
Extenuating Circumstances
Following are examples of extenuating circumstances in which FACT will not consider a trip a no-show:
reasons not under the control of the customer
operator error such as late pick-up or departing without waiting five minutes
FACT administrative error such as scheduling error or wrong pick-up location
lateness of FACT vehicle
medical emergency
family emergency
accidents
Cancellations
The FACT cancellation policy is as follows:
Customers must contact FACT to cancel any trips they do not intend on taking.
Customers must contact FACT at least one hour before the scheduled pick-up time.
A no-show does not automatically cancel subsequent trip(s).
It is the rider’s responsibility to cancel all scheduled trip(s).
Customers should contact FACT at 724-628-7433, if a no-show was beyond their control.