No Show Policy

Effective October 1, 2014

Runabout No-Show Policy

In an effort to improve the availability of Runabout appointment time slots, to ensure that public dollars are carefully spent on Runabout services, and to make RTA Runabout service more efficient for passengers, RTA has adopted a policy that is designed to deter a pattern of late cancellations and no-shows.

Any Runabout passenger that does not show for a ride or who cancels less than 2 hours prior to a scheduled trip will receive a no-show penalty. A pattern or practice of no-shows and late cancels can result in suspension of service.

This policy directs RTA staff to consider the percentage of no-shows and late cancellations within a rolling 31-day period to establish if a pattern of no-shows and/or late cancellations is present. If a pattern is present, a warning letter or suspension notification letter will be issued to the customer. The proportion of no-show violations, as well as the related suspension periods, is listed below. Riders are allowed the following no-shows and late cancellations, in a rolling 31-day period, before being subject to suspension:

  • 1 to 14 trips per month – maximum of 2 no-show penalties per 31-day period
  • 15 to 39 trips per month – maximum of 4 no-show penalties per 31-day period
  • 40 to 59 trips per month – maximum of 6 no-show penalties per 31-day period
  • 60+ trips per month – maximum of 8 no-show penalties per 31-day period

If a rider exceeds these limits, they are subject to the following schedule for suspension of service:

  • 1st violation – letter of warning
  • 2nd violation – 7 day suspension
  • 3rd violation – 14 day suspension
  • 4th violation – 21 day suspension
  • 5th violation – 28 day suspension

Right to Appeal

Persons receiving a suspension notification letter will have the right to appeal prior to implementation of the suspension. To file an appeal, a customer or his/her representative must submit to RTA a written explanation of why the customer should not be suspended along with any supporting facts and statements. The appeal must be received within 30 days of the date on the suspension notification letter from RTA. Appeals should be sent to:

Regional Transit Authority Runabout
179 Cross Street, Suite A
San Luis Obispo, CA 93401
Attention: RTA Operations Manager

RTA will conduct an appeal hearing within two weeks of receiving the request, and customers will be permitted to continue to ride the Runabout bus until the final determination is made by the RTA Operations Manager (typically within ten working days of the appeal hearing). The appeal hearing will be conducted by RTA operations, customer service, and administrative staff members. The intent of the hearing is to validate instances of no-shows and late cancellations, and to determine if a temporary suspension is warranted due to a pattern of no-shows and late cancellations. Penalties will begin accruing October 1, 2014.