Cancellation Procedures

Late Cancellations

Any cancellation received later than one hour prior to the scheduled pick up time will be considered a “late cancellation”, and will be noted as such in the passengers’ record. ATS reserves the right to waive or initiate a determination on any late cancellation.

Three late cancellations within a continuous 90-day period (starting with first cancellation) will be handled as follows:

1. Notification will be in a written format via mail giving the procedure warning and it will explain the next step of action.
2. Additional “late cancellations” through the next rolling 90-day period will be charged the price of the fare per late cancellation.

This procedure is intended to encourage early cancellation of services so that others may have the opportunity to fully utilize our services. Passengers who reach 3 paid late cancellations will be removed from the schedule until payment has been received at the office in person. Services will be suspended until payment has been received.

Excessive Cancellations

ATS encourages all passengers to call in to cancel transportation services as described above. However, to avoid excessive cancellations which prevent fair and equitable use of the transportation system by all passengers, an excessive cancellation procedure will be implemented as follows:

1. ATS personnel will monitor weekly activities of all scheduled vs. cancelled rides. Passengers observed to have six cancellations within any 60-day rolling period (starting with first cancellation) will receive a written warning via mail.
2. Those passengers who have received the written-notification and who have in excess of six cancellations in any future 30-day rolling period following the notification will be charged the price of the fare excessive cancellation fee per cancellation thereafter for a period of six months. The above procedures apply regardless of the method of payment.

Passenger No-Show Procedures

Scheduling a trip and then failing to use the service without properly canceling the trip causes serious transportation and scheduling problems for ATS and all of its passengers.

It is the responsibility of this agency and its consumers to ensure that as many passengers as possible have the opportunity to participate in the program. When you schedule a ride and no-show, you are eliminating the possibility of accommodating someone else who needs the service.

All passengers are asked to be ready a minimum of 20 minutes prior to your scheduled pick up time. The bus will wait no more than five minutes after arrival before proceeding on to the next location.

Passengers are expected to be ready and watching for the bus upon arrival. Passengers who fail to board the vehicle within the 5-minute waiting period will be a “no-show” and recorded as such in the passenger’s record. 

If you are a “no-show” for a scheduled trip and you have other trips scheduled for that date, no-shows will be charged the price of the fare per no-show.

If you are a “no-show” for a scheduled pick up time and contact the dispatching office requesting that a second bus be sent back, the “no-show” penalty the price of the fare plus the regular boarding fare must be paid when the bus arrives.

If ATS does return to pick you up a second time and you do not take the trip, you will be charged with an additional “no-show” payable before you are transported again.

Passengers who have 3 consecutive no-shows will be removed from the schedule until payment has been received at the office in person. No services will be scheduled until payment has been received.

Persons making reservations for pick-up after dialysis treatment are strongly encouraged to schedule your pick-up at least 25 minutes after you are scheduled to be taken off of the dialysis machine.

No-shows that occur because of an emergency situation beyond the passenger’s control will be considered a “non-chargeable” no-show provided the passenger can offer an explanation with documentation and the ATS Director or designated representative approves.