Skip Navigation
 
Living

Late Cancellations and No-shows

No shows, late cancellations, and excessive cancellations by individual passengers have a direct impact on the effectiveness of the specialized transportation system in meeting the needs of all passengers, by limiting the general availability of trips and causing service delays. Providing the highest level of trip availability and fulfillment within existing resources is a principle that contributes to effectiveness and efficiency of the service, to the benefit of all passengers and the community. While personal circumstances of passengers outside of their control may contribute to occasions where a no show or late cancellation is unavoidable, each passenger is responsible for maintaining acceptable levels of no-shows, late cancellations, and cancellations.

A cancellation is late if it is made 2 hours or less of the confirmed pick-up time.

A trip is defined as a no-show when:

  • The Lift+ vehicle has waited 5 minutes past either the confirmed pick-up time or the time the bus arrives, and the customer is not ready;
  • The customer or their caregiver refuse the ride when it arrives;
  • The customer is not waiting at the pick-up point for their return trip; and/or
  • The customer has not ensured a safe walk or pathway to their residence.

The return portion of a no-show trip will automatically be cancelled. There is a charge to passengers for late cancellations and no-shows. A $3.00 charge will apply to a late cancellation and a $6.00 charge will apply to a no-show.

As of November 1, 2014, Thunder Bay Transit Administration will be introducing the following procedure to manage excessive late cancellations and no shows by Lift+ registrants. First notices will be sent beginning December 2014.

Should you have questions or concerns, please contact Thunder Bay Transit Customer Service.

Administration of excessive late cancellations and no shows.

First Notice

In any one month, if a registrant accumulates 3 or more late cancellations, 3 or more no shows, or a combined 4 late cancellations/no shows, they will receive their 1st written notice. The intent of the notice is to inform the Registrant that a continued high rate of late cancellations and no shows is considered a misuse of the service and that the Registrant’s record must improve. Registrants are invited to respond to the first notice.

Second Notice

If the registrant accumulates 3 or more late cancellations, 3 or more no shows, or a combined 4 late cancellations/no shows within any one month in the following 6 months after their 1st written notice, they will receive a 2nd written notice advising that any further record of late cancellations or no shows will result in a suspension of the specialized service. Registrants are invited to discuss this notice with Transit Administration.

Suspension Notice

If the Registrant accumulates 3 or more late cancellations, 3 or more no shows, or a combined 4 late cancellations/no shows within any one month in the following 6 months after receiving their 2nd written notice, they will receive a 3-day suspension. If the Registrant accumulates 3 or more late cancellations, 3 or more no shows, or a combined 4 late cancellations/no shows within any one month in the following 6 months after receiving their 1st suspension, they will receive a 7- day suspension.

If the pattern continues as described above, the Registrant will receive a 10-day, 20-day, and 30- day suspension in any of the following 6 months following the previous suspension.

The Registrant will be invited to discuss their suspension with Transit Administration. After a 10-day suspension is issued, the Registrant must attend a meeting with Transit Administration to discuss their continued need for the specialized service.

If a Registrant’s record remains free of violations for a 6-month period following any of the above policy actions, the record will be re-established as clear.