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Exhibit R <br />Policy: No Shows or Late Cancellations <br />Purpose <br />To assure that the transit service is operating in the most efficient manner by correcting the <br />action of habitual abusers during vehicle scheduling, and that no-show Passengers are located and <br />safe. <br />IMM <br />Passengers are expected to be ready for transportation at the beginning ofthe 20 minute pickup <br />window. This is usually 10 minutes before or alter scheduled pickup time. Due to the <br />uncertainty of schcdul ing, Passengers most remain available for pickup for the entire 20 -minute <br />period. It is important to remember that the STC vehicle is required to wait only 5 minutes ter a <br />Passenger when arriving within the 20 -minute pickup window. If a driver is unable to arrive <br />during the established pick-up window, the driver must contact Dispatch. Dispatch will contact <br />the Passenger with a revised pick-up time. <br />A Passenger who is either not available, not wady', or refuses to take a scheduled trip within five <br />(5) minutes of the driver's arrival time, will be considered a "no-show" for tial trip. -Ihe driver <br />will make reasonable attempts to contact the Passenger. Once the driver has determined the <br />Passenger to be a "no-show", the driver will contact Dispatch. Dispatch will document the no- <br />show using the scheduling software. <br />S'I'C recognizes there may be occasions when it scheduled trip needs to be canceled. I to never, it <br />is important that Passengers nosily STC before 7:00 am of the scheduled day of service by <br />calling 216-265-1489. This may allow S1 to reroute the assigned vehicle to provide service to <br />another SI C Passenger. If a Passenger fails to call before 7:00 am the day of service. the <br />Recipient will be charged the "no show" rate. <br />Recipient agrees to manage a warning and suspension process in a manner acceptable to <br />the Contractor. <br />The scheduling window that exists on either side ora reservation is 10 minutes prior to and alter a <br />requested time. All reasonable attempts are made to be on time; however, service delays may occur <br />due to weather, traffic, accidents and Passenger behavior. <br />STC and North Olmsled contract 2024 <br />