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It is very important that you call well in advance, and no later than two hours before the trip if you find it necessary to cancel. This will prevent a vehicle from being assigned to pick you up. Trips canceled with less than two hours notice will be considered a No Show.

 No Show

  • A No Show is defined as:
  • Failure to cancel a trip two hours or more before the scheduled pickup time.

A vehicle arrives within the prescribed pickup time and the passenger does not go, or fails to respond within five minutes of the vehicle's arrival time.

Frequency of trips along with the number of missed trips will be used to determine a no-show percentage rate. This no-show percentage rate will be compared to the Passport system-wide no-show rate to identify a pattern of excessive no-shows.

At the end of the month, those passengers who have been recorded as having two (2) or more No-Shows will be reviewed to identify the passenger's trip and No-show history as well as their frequency of travel. Each No-show will be verified to determine the circumstances of the missed trip.                           

Passengers will be subject to suspension under the following conditions:

  1. Schedule 10 or more trips within a calendar month and have no-shows or late cancellations totaling 10% of their trips; or
  2. Schedule less than 10 trips within a calendar month and have no-shows or late cancellations totaling 30% of their trips. 

The formula for determining the average No-Show rate is:

No-Shows / Total trips per month = Average No-Show rate for the month

Passengers should always make every effort to cancel trips that are no longer needed. Circumstances that occur for reason beyond the control of the passengers that result in a late cancellation/no-show will not be counted against their missed trips.

For additional information, please contact the Passport Office at 239-533-0300.

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