Did you know that our customers book and then cancel approximately 15% of all scheduled trips each year; that is over 400,000 lost trips a year!!

What is a Late Cancellation?

A Late Cancellation is a trip that you cancel on the same day of service. You can cancel your trip up until 11:00 pm the day before without any consequences. If you are not feeling well the night before your trip or your plans for the next day are not certain, please assist your fellow customers by cancelling the trip the day before.

What is a No-Show or C.A.D. (Cancel at the Door)?

A No-Show occurs when you are not ready when the vehicle arrives at the scheduled time and location or the vehicle arrives and you let the driver know that you are not taking the trip. Drivers can only wait 5 minutes for you before proceeding to the next location.
 
To avoid No-Shows, please ensure you are ready and waiting for your ride at least five minutes in advance.
 
C.A.D.'s occur when the customer informs the driver that they will no longer be taking the scheduled trip.

What is the impact to you?

A trip that is cancelled on the day of service is essentially a wasted trip. This trip cannot be rescheduled and provided to another customer who requires a trip that day. One day that customer might be you! There is a significant financial cost to these wasted trips. On top of that, cancellations and no-shows delay service for other customers.

What is the Late Cancellation/No-Show Policy?

The Late Cancellation/No-Show Policy was developed with assistance from the Advisory Committee on Accessible Transit (ACAT) to assist in reducing the number of Late Cancellations and No-Shows, so that customers will enjoy more trips and fewer service delays.
 
We certainly understand that on occasion unforeseen circumstances can not be avoided. However, excessive No-Shows and Late Cancellations are handled by this policy.

Why was the Late Cancellation/No-Show Policy Implemented?

Every year approximately 15% of booked trips are cancelled and essentially wasted.
 
Late trip cancellations limit the ability of Wheel-Trans to provide trips for other customers.
 
Late Cancellations and No-Shows result in delays to customers on the vehicles and make subsequent trips late.

When does a Late Cancellation or No-Show not count?

  • If a vehicle arrives 20 minutes or more late and you wish to cancel the ride or No-Show the ride, it will not be held against you.
  • If Wheel-Trans declares a weather related emergency.

Policy Actions

Specific Policy Actions are available upon request.

What if your Vehicle is Late?

If we are more than 20 minutes late and you cancel the trip, it will not count as a Late Cancellation.