No Show Policy

It is the policy of City of Riverside Special Transportation to record each customer's no-shows and apply appropriate sanctions when customers establish a pattern or practice of excessive no-shows. This policy is necessary to avoid the negative impact no-shows have on the cost and quality of service delivery to other passengers.

Scheduling Trips

Special Transportation schedules pick-up and return trips separately, in accordance with FTA regulations. If the passenger does not need a scheduled trip(s), it is their responsibility to cancel the trip(s) as early as possible by calling 951-687-8080. Trips may be cancelled up to two hours before the scheduled ride time without penalty.

If a passenger is a no-show for their first trip of the day, Special Transportation will call to confirm if subsequent trips for that day are still needed.

Special Transportation will not strand passengers at their destination. A vehicle will be sent upon notification that the passenger is ready, but a pick-up window is not guaranteed.

Definition of a No-Show

A no-show is when a passenger fails to show up or cancel a ride at least two (2) hours before a scheduled pick-up. If the passenger does not board within five (5) minutes of the vehicle's arrival (as long as the driver arrives within the pickup window), a no-show may be recorded.

A no-show will be recorded when:

• No call was made to cancel the scheduled trip.
• The vehicle arrives within the 30-minute pick-up window.
• The dispatch office is notified and verifies the operator is at the correct location.
• The passenger does not appear within:
  • 3 minutes for non-ADA patrons
  • 5 minutes for ADA patrons

A no-show may also be recorded when:

• The driver arrives and the passenger cancels on the spot.

Excused No-Shows (not counted):

• Illness
• Sudden worsening of a variable condition
• Accidents
• Family emergency
• Personal Care Attendant did not arrive
• Mobility aid failure
• Late connecting transportation (e.g., train)
• Appointment canceled or delayed for reasons not the passenger’s fault
• Acts of God (flood, earthquake, etc.)
• Staffing error (cancellation not noted)
• Another person canceled the appointment
• Bus arrived past the scheduled pickup window

Repeated failures to take scheduled trips, regardless of reason, are subject to review. Trips can be canceled 24/7 at the main phone number.

Unexcused No-Shows:

• Passenger didn’t want to travel
• Passenger changed their mind
• Passenger didn’t know they had a ride
• Passenger got another ride
• Passenger told someone else they weren’t going
• Passenger refused specific driver, passenger, or vehicle

Pattern or Practice of Excessive No-Shows

A pattern or practice involves intentional, repeated, or regular actions—not isolated or accidental events.

Calculation Method:

At month-end, passengers with 5+ no-shows are reviewed. Each no-show is verified. The formula:

No-Shows / Total Trips Per Month = Average No-Show Rate

Sanctions for Excessive No-Shows:

• First Month: Must confirm next 4 one-way or 2 round trips.
• Second Month (≥10% again): Must confirm next 8 one-way or 4 round trips.
• Third Month: Temporary suspension up to 7 calendar days.

Sanctions begin no sooner than 7 days after notice. Reservations staff will remind passengers to confirm trips. If confirmation is not received within one hour of pickup window start, the trip is canceled. The sanction lifts after required confirmations are completed.

Progressive Action:

• 1st Occurrence: Warning letter
• 2nd Occurrence: 1-day suspension
• 3rd Occurrence: 3-day suspension
• 4th Occurrence: 5-day suspension
• Additional Occurrences: 7-day suspension

*Suspension days are days Riverside Connect operates.

Notification of a no-show will be sent via postcard or email within 5 business days. Passengers disputing a no-show should contact a Supervisor at 951-351-6141.

Right to Appeal

Passengers may appeal a suspension. Transit service continues during the appeal process. Appeals must be submitted within 14 calendar days and include a written explanation and supporting details.

Send Appeals To:

An appeal panel (two city supervisors or managers, and a Commission on Disabilities member) will review and issue a determination within 21 days. This decision is final.